近日，聽到幾則關於店面遇到需索無度，或是粗魯無理的客戶，對於店家構成困擾。有些店家抱著以客為尊或是息事寧人的態度，盡可能先滿足來店客戶的要求；而有些店家則將無理的顧客當成奧客，不惜強硬以對。
無論如何，作為店家，你都必須認識到，開店，就是會遇到這樣你不歡迎的客戶，並且要調教好你的店長與店員，做好應對奧客的準備。
以下，有幾招可以參考：
- 保持冷靜，理性應對。當你發現客戶作出了無理的要求，或是發出粗魯的言語或行為， 先深呼吸一口，冷靜以對。先繼續聽他、觀察他後續的言語或動作，了解他的邏輯、目的，判斷一下他是白目無知，或是具有惡意的行為。你千萬不要立即莽撞對應，讓自己的言語或行為，也落入了情緒的衝動。若是你確實弄不清楚他究竟要什麼，可以說：“可以請你再說一次嗎？你確實要這樣嗎？”
- 請客戶自己合理化。當你判斷客戶的需求已經超過常理，可以技巧的讓客戶自己承擔起合理化的責任。你可以這麼問：“您有聽過別的店家如此做嗎？”
How to deal with rude and unreasonable customers?
Recently, I heard several stories about shopkeepers who meet unreasonable demands or rude and unreasonable customers. Some shopkeepers try their best to satisfy their customers 'demands first with the attitude of respecting customers or making peace with others, while others regard unreasonable customers as Austrian customers, and take a firm stand against them.
Anyway, as a shopkeeper, you have to realize that opening a shop is to meet such unwelcome customers, and to train your store manager and clerk to prepare for the Olympics.
Here are some tips for reference:
- Keep calm and respond rationally. When you find that your client has made unreasonable demands or made rude remarks or actions, take a deep breath and calm down. First, continue to listen to him, observe his subsequent words or actions, understand his logic and purpose, and judge whether he is ignorant or malicious. Don't confront immediately, let your words or actions fall into the emotional impulse. If you really don't know what he wants, you can say, "Could you please say it again? Do you really want to do that?"
- Ask customers to rationalize themselves. When you judge that the customer's needs have exceeded common sense, you can skillfully let the customer take on the responsibility of rationalization. You can ask, "Have you ever heard of other stores doing this?"
The above two strategies should be enough to make the customers feel that they may be losing money. At least, you don't feel blind, frustrated, and you can deal with it rationally.
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