First of all, empathy
1, I can understand;
2. I understand your feelings very well;
I understand why you are angry. If I were you, I would feel the same way.
4, please don't worry, I understand your feelings, we will try our best to solve it for you;
It is inconvenient for you to happen such a thing, but we should face it positively, right? I know exactly how you feel. Please rest assured that we will find out and give you a satisfactory answer.
6. "If it were me, I would be very anxious ..." I feel the same way with you ... ""It's very irritating ... "
Hello, I'm sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?
Second, be taken seriously.
Sir, you have been our customer for many years.
You are an old customer who has supported us for a long time.
You are so familiar with our business that you must be our old customer. Sorry, we made such a mistake. I'm really sorry.
4. Sir/Miss, I'm sorry that the previous service made you feel bad. We attach great importance to customers' opinions, and we will report your situation to relevant departments for improvement as soon as possible.
Third, replace "you" with "I"
1, you're confusing me-I don't quite understand. Can you repeat your question?
You made a mistake-I think there may be a misunderstanding in our communication.
I've made it very clear-maybe I didn't explain it clearly and you misunderstood.
4.do you understand? Do you understand my explanation?
5. Ah, what did you say? Sorry, I didn't catch that. Would you please say that again?
6, you need-(on the contrary) I suggest ... Do you think it is possible ...;
Fourth, this mouth is the sweetest.
1, thank you very much for your good suggestion, and we will reflect it upwards, because with your suggestion, we will make continuous progress;
2. Thank you for your understanding and support (when the customer is dissatisfied but does not pursue it). We will continue to improve our service to your satisfaction;
Sir, you are an old customer of ours. Of course, we can't betray your trust ...
You can use it safely after solving this problem. Thank you for your supervision of our service, which will make us do better.
Thank you for your support. Your feedback will be an important reference for the future improvement of our store.
6. In view of the situation you just reflected, we will continue to improve, hoping to bring you better service after improvement;
7. I'm really sorry to make you so confused and angry. Thank you very much for your valuable advice. It's our pleasure to have a customer like you.
Verb (short for verb) The Art of Refusal
1, miss, I can understand your idea very well, but I'm sorry that we can't meet your specific requirements for the time being. I'll feedback your situation to the relevant departments first, and then contact you when the departments reply, okay?
What you said does have some truth. If we can help you, we will do our best. Please forgive me if we can't help you
Sir, you are our customer, and it is our job requirement to try to satisfy you. I'm sorry, what you said does have some truth. If we can help you, we will do our best. Please forgive us if we can't help you.
The above words are summarized based on the characteristics of human empathy. When customers encounter after-sales problems or objections in beauty salons, they often need empathy. Therefore, as long as the store's after-sales handlers can skillfully use these words, they can properly handle after-sales problems.