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yong tong li xin an fu ke hu
Author(s): 
Pages: 96-97
Year: Issue:  8
Journal: Rural Credit Cooperative of China

Keyword:  同理心;
Abstract: <正>做了几年柜员,我对正常办理的业务已经比较娴熟,接待客户也从开始的战战兢兢,变成现在的驾轻就熟。但有时候,难免会遇到一些跟我们"闹脾气"的客户,尤其是在办业务的高峰时段,客户因为等待而发火的状况经常发生。经过几年的磨练,我总结出自己的一套安抚办法。计策一:套近乎。大家心里都很清楚,没有故意找茬的客户,客户有情绪,肯定是遇到了什么问题,所以我的第一计就是套近乎,从情绪上稳定客
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