How should the optical clerk solve the customer's nonsense

How should the optical clerk solve the customer's nonsense

 

Many eyewear companies sing "We must improve the quality of our services" at meetings and conferences every day.

 

Let's take our service to the next level" But when we meet a very rude customer,

 

This slogan has long since disappeared and I don't know where to run,

 

In the face of customer accusations and incomprehension, our employees can't hold on.

 

When you get angry and quarrel with customers, there will even be a fight between employees and customers.

 

Cause customer loss and damage to the company's reputation.

 

So how should the optical clerk serve customers and solve customers' troubles? I've come across the above situation more than once,

 

Without exception, they all have one thing in common - both lose.

 

Let me tell you a case that I personally experienced while working for a client in Anhui.

 

The reason is that it is a Sunday night, about 21 o'clock (the company closes at 21 o'clock),

 

I, my colleagues, the store manager, and the customer were having a management meeting

 

Suddenly, I heard the sound of opening the door outside, and the store manager went to open the door.

 

I saw a customer with his wife and son outside the door.

 

The customer opens his mouth and says:

 

"Help my son fix his glasses,

 

He just came home from class and broke it on the way, I'm afraid he's going to use it tomorrow morning,

 

So I came overnight. ”

 

Our store manager received him very warmly, took his glasses and looked at them,

 

Seeing that the frame is also broken, the lenses are all scratched off, so it is recommended that the customer rematch a pair.

 

But customers don't understand

 

Say:

 

"If you scratch it, you can help me fix it,

 

I just had more than 300 yuan for this pair of glasses, and now it's broken.

 

Impossible, right?" I'm really sorry that you're scratched.

 

If it's not dirty, I can wash it off for you, but now it's no longer possible.

 

Only the spectacle lenses have been changed. ”

 

"Impossible, what's the use of not buying your glasses?" Specifically, I saw that the customer seemed to be about to quarrel with our store manager (this store manager was not very good-tempered),

 

I walked over and handed over my business card first, and the customer didn't bother to take it.

 

Very angry.

 

I saw that he didn't answer my business card, so I introduced myself,

 

The customer glanced at me and didn't speak.

 

I'll apologize to him first:

 

"I'm really sorry, this may be our salesperson didn't make it clear to you at that time,

 

This is our problem.

 

But the situation of lens wear like yours is indeed a human factor,

 

Considering that you are a regular customer, we can apply for an internal discount with the company as compensation. ”

 

When the customer saw me say,

 

He glared at me and said:

 

"You know!" Truth be told,

 

I was really angry, but I restrained my temper,

 

Then he took the chair next to him and gave way to the customer, and then went to pour hot water for the customer.

 

Say:

 

"Don't be in a hurry to warm up with a cup of hot water first, let's sit down and talk slowly."

 

And explained some eye care knowledge to customers in detail, and took the eye care books in the store to give to customers.

 

The customer seemed embarrassed at this time, so he went outside alone.

 

I asked my colleague to call customers into the store because it was cold outside.

 

But he was still embarrassed not to come in.

 

In the end, I took the child and his mother to choose a 358 yuan XX brand frame and a pair of 438 yuan XX brand lenses.

 

In the end, it was 620 yuan, and my mother obviously felt that it was expensive, and she couldn't decide it.

 

I went outside the door to discuss with my father, and after a while, my mother came in and put this pair.

 

When making glasses,

 

My mother secretly said to me:

 

"You're a good boy,

 

His dad said that you weren't angry like that, I'm really embarrassed.

 

I said:

 

"You don't have to apologize, we also have something to do inadequately,

 

I can understand your feelings if I didn't make it clear to you. ”

 

"I'm really sorry, according to our budget, we will only give him (referring to his child) a pair of glasses under 400.

 

His dad saw the service you just had, and he decided to wear these glasses.

 

I'm also relieved to have glasses with you. ”

 

When the customer left, I saw that it was cold outside, and their house was not very close.

 

So I talked to the customer and asked the clerk to take the family of three home.

 

When I told them about it, they were surprised, but they were grateful.

 

I happily agreed, and when I left, he said that next time he would definitely bring his friend here to get glasses.

 

After a while, the clerk told me that the customer had brought 3 friends to get glasses fitted.

 

Every time I come and ask me, I actually think that as long as we serve customers seriously,

 

Treat him as a friend and use your sincere service to influence him, I believe that every customer is your sincere customer.

 

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