Receptionist Skills: Customers Are Determined To Split A Business Into Several Applications To Vent Their Anger.

Encountered a number of "deliberately making trouble" bank customers, for example: a client brought a large number of zero currency exchange, to see the bank changed to a deposit, and so on when the teller worked hard for a long time, he turned around to change the counter to withdraw from the account. A client could not withdraw money on ATM at midnight, calling the customer service telephone, claiming that the bank ATM had sped up a lot of money and needed the bank to deal with it immediately. A customer was trying to embarrass the bank because he did not understand a sentence of a teller or a bank rule. He first withdrew 1000 yuan, and asked for a 1 yuan coin, and then another 1 yuan to deposit an account in order to "torture" the teller. In recent years, the process of counter service is frequent.

Generally speaking, employees feel helpless when they encounter such customers and feel wronged by their actions of not understanding bank business.

Take the case of "zero savings".

In most cases, these customers are some people who need others to respect and are willing to reason, so few people bother. Why are they so "tortured" employees of the bank? No matter in the course of business, some of the practices of the bank or some of the words and deeds of the teller have offended him, making him feel that he has not been given enough attention to use this kind of behavior to vent his emotions and express his dissatisfaction with bank services.

In such a case, if he does not comply with his requirements, he will complain that banks refuse to do business.

In order to avoid complaints, some tellers have to swallow up the 1 yuan of their customers' accounts once again until they get away.

The teller himself is suffering.

At the same time, it also causes considerable distress to customers who come to do business, and easily leads to negative public sentiment.

How to break the embarrassing situation formed on the counter and avoid the great influence of the business order? First, we must find out the reasons why the customers are angry and take the initiative to defuse the grievances of the customers.

The teller should be dissatisfied with the customer.

Apologize to the customers and understand the true thoughts of the customers.

If the teller himself is emotionally unstable or does not have such communication ability, he should immediately receive the reception from the accounting supervisor and the lobby manager. It is best to take the customer away from the counter, and avoid unattended reception. It is only the case that the teller mechanically saves dozens of "soft top" customers according to the customer's request.

At this point, it is hoped that someone in the bank will come forward to listen to his request.

Accounting executives or relatively senior employees can quickly understand the causes of customers' anger, and then "prescribe the right medicine" to solve this problem quickly.

For the "embarrassment" of the above two kinds of services, the front line teller should learn to be a conscientious person, be good at finding customers' emotional changes, and use meticulous and warm service to control the dissatisfaction of customers in the early stage of their occurrence, so as to avoid being passively involved in their work.