話說上月中, 參加了一個 "如何應付 ~~ 麻(=麻煩)辣 (=火噴噴, 好似哥斯拉會噴火! 好得人驚人)~~顧客" 的課程. 當中有些技巧, 值得與大家分享 :
1. 要謹記 Don't let it be personnal, take it professional!
2. 降温技巧 D E F U S E
D = Disarm (解除武裝)
E = Enotional Release (舒緩怒火)
F = Facts-finding (提問究竟)
U = Understand Feeling (體恤感受)
S = Suggest Solutions (提議解決)
E = End of Fight (和氣跟進)
3.溝通要訣 V C D
V = Verity (引証 / 澄清)
C = Confirm (確定)
D = Don't Assume (不靠估)
