As a frontman of an automobile maintenance shop
It is a story of a friend who became a frontman of a certain maintenance shop.
The other day, at the grievance table, it seems that the customer scolded me, “I don’t like that face.”
It was a brief exchange of opinions with me, starting with the complaint that “No matter how much my face is straight.”
The following is the exchange between “friend” and (tony).
(tony): Isn’t it the result of the NG from before being overlapped in the situation where the face is said? .. Wasn’t the customer dissatisfied due to some mistakes from before? ..
(tony): I’ve heard from before that your company has “forgot to put on the XX cover”, that you puncture the tires with iron plate screws every time you store it, and that you tend to get up. There was also.
“Friend”: “Sure, such a problem …”
(tony): I have one question for you here, but I think there aren’t many customers who complain, even if they are so salty, they yell at me. ..
“Friend”: “Hmm ?.”
(tony): I thought when I was a grievance clerk at Company A. I think customers will come with the intention of making a “gentle point” at first. In the first place, do you have a gentle tone at first, saying “The XX cover is gone”? .. How do you respond to that? I think that’s the turning point.
(tony): I think there are three possible causes when you talk about your face. The first example. That’s when the inner heart of the respondent is revealed. Customers who complain or complain may show a unique sign. It looks like it’s coming to us, or it’s the customer’s voice.
When we respondents who saw it asked, “What on earth are you coming to say?” Or “Maybe a complaint?”, A “suspicious expression” also appears here. Isn’t that annoying to our customers? ..
“Friend”: “Oh, do I have a suspicious look?”
(tony): I’ll give you an example, but let’s move on. The second example of being face-to-face. I don’t think it’s a good idea to be crushed.
(tony): When we squirm because we are not complained, we are scolded as “don’t grin”.
“Friend”: “Mojimojikaa …”
(tony): Yes. Going further, the third example is a face. This may be the facial expression of all the staff there, not just you. It’s also called “bad eye contact”.
“Friends”: “Customers’ moods change in any way depending on how we respond.”
(tony): Other than that, there are cases where this inside story becomes a problem. This is a voice that bothers us staff to deal with complaints. Or some kind of laughter (self-deprecation, ridicule). When our customers hear such an inside story, they get angry with “Don’t be silly!”. By the way, “self-deprecation” is a kind of phrase such as “It’s his work again.”
“Friend”: “Hmm. For example, the clutch breaks when you drive like that. We tend to talk in the inner circle, but that phrase is bad even if other customers ask.”
(tony): That’s right. Then, there is also a form of “telephone back noise” as an NG related to speaking voice. Behind the phone voice, there is a mixture of chat and laughter around here. When I received a call just before the complaint, such as pointing out a complicated question, I heard some laughter behind me along with the “excuse on the factory side”.
The story of the two continues. Think for yourself what will happen to the continuation of this dialogue. !! !!