在商业现场服务中有时会遇到商场与顾客之间的难以解决的棘手难题。造成此现象的原因或为营业员,或为消费者。人与人之间是有分别的,如此就需要在解决这些棘手问题时,既要不同情况采取不同措施,又要充分表现我们的“诚”,有“诚”就可以直言任何棘手问题。我们针织商场接待过这样一位消费者。一天,一位中年女顾客拿着一件缩水变形的毛衣找到柜台要求退货。售货员鉴定后认为不是商品质量问题,属顾客洗涤方法不当所致,尽管售货员耐心地向顾客反复解释了三个多小时,顾客仍然坚持己见,且态度偏 In commercial field services, it is sometimes difficult to solve the difficult problems between the mall and the customer. The cause of this phenomenon is either the salesperson or the consumer. There are differences between people, so when it comes to solving these thorny problems, we must not only take different measures in different situations, but also fully demonstrate our “honesty” and “honesty” can speak out any difficult issues. Our knitting mall has received such a consumer. One day, a middle-aged female customer holds a shrinking sweater and finds the counter to request a return. After the salesperson identified that it was not a product quality problem, it was due to the improper washing method of the customer. Although the salesperson patiently explained to the customer more than three hours, the customer still insisted on his own opinion, and the attitude was biased.