1. listen carefully.

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2. recognize the fact:

All complaints are subjective. Customers will not know how much you have done in your work. When you recognize this fact, you can listen to others' opinions calmly.

3. first listen and then say:

Without waiting for the guests to finish, they could not wait to defend the company.

So we should let the guests finish their opinions first, and then respond.

4. main force counterattack:

Do not refute every guest's opinion. Concentrate on dealing with the main source of conflict.

5. let it go.

Although sometimes customers have something wrong with them, you should not make counter complaints, otherwise, things will get bigger and bigger.

6. sit tight:

If you are dealing with guest complaints face to face, please be careful with your body language.

Seven

After hearing the complaint, you should give a positive response to the guest, such as "thank you for your advice, we will serve as a reference".