For customers, you are in direct contact, so you are the representative of the store. So:

Conclusion 1, you can't push the problem to others;

Conclusion 2. If the customer really needs to talk to someone else, don't push him in front of someone you didn't tell in advance, but introduce your technical colleague to the customer in person and give him a reassuring word: "If he still can't satisfy you, please come to me again."

Always put yourself in the position of the customer.

What kind of treatment do you want? How did the problem you met last time get a satisfactory solution? Put yourself in the customer's shoes and you will find the best way to solve this kind of complaint.

3. Words used under any circumstances

Don't say "I can't do it", use some affirmative words, such as "I will try my best";

Never say "this is a problem", but say "there must be a way";

What should you do if the customer asks you an impossible thing? It's simple: from the customer's point of view, try to say, "This is not in line with the routine of our company, but let's try our best to find other solutions."

4. Say more "we" and less "I"

When customers say "we", they will give each other a psychological hint: I am with customers and think from their perspective. Although there is only one more word than "I", it is also a little closer.

5. Keep the same conversation style.

Some of our young shopping guides may not pay much attention to this. They are quick-thinking, eloquent, and talk as fast as machine guns, regardless of the object. When they meet customers, they can't keep up with their old ideas and don't know what you are talking about, which is easy to cause customers' disgust.