如何有效管理不公平的顾客

How to Manage the Unfair Customers Effectively

企业在为顾客提供服务的时候往往有一些约定俗成的原则,如"顾客都永远是对的"、"顾客就是上帝"。然而现实中的一些情况却告诉我们很多时候顾客不仅仅是错的,而且是很不公平的。他们利用一些公司政策的漏洞或者利用"总是对的"来要求得到一些补偿,这些行为不仅给公司带来了不利的影响,并且在很多时候还伤害了公司的员工和其他顾客的利益。面对新的情况,公司管理层需要以一种客观的态度来看待并采取积极有效的措施来应对。

When companies provide services to the customers,there are often some principles as 'customer is always right','customer is God'. However,in some cases the reality tells us that customers are not only wrong,but also extremely unfair.They use some loopholes of the company policy or the principle 'always right' to ask for some compensations. These acts not only have a negative impact,but also hurt the company's employees and the interests of other customers in many cases.Facing the new situation,the company′s...