Don't buy medicine without money. What a pity! "Zhang Wei is angry when you listen." How can you be like this? I just forgot to pay, just pay. Why insult my personality? I don't want this medicine. I need to talk to your store manager. I won't spare you until I pay for the mental damage. "In the face of this situation, what should Manager Wang do? 1: Apologize to the customer first ▲ Order Xiao Li to admit that Ms. Zhang was insulted by the shop assistant Xiao Li for forgetting to pay the money for a while. She wants to talk to the manager and ask for compensation for mental loss. In my opinion, although Ms. Zhang's request is a bit excessive, it is also reasonable. After all, if Xiao Li finds that Ms. Zhang forgot to pay the money, she can kindly remind her that it will be safe after recovering the payment. The crux of the matter is that Xiao Li's bad words hurt people and angered Ms. Zhang. So, how to deal with the contradiction between two people? I think manager Wang should first order Xiao Li to apologize to Ms. Zhang, take the initiative to admit her mistake, and accept Ms. Zhang's supervision over her future work. At the same time, we must do a good job of explanation, apologize for the lack of pharmacy management education, and strive for Ms. Zhang's understanding and understanding. In the event of a dispute, you might as well send someone a rose and leave a fragrance in your hand. Manager of Jiangsu Nanyao Nantong Jianqiao Co., Ltd. apologized on behalf of Manager Wang. Faced with such a situation, Ms. Zhang should be invited to the office first and poured a glass of water to calm her down. Generally speaking, customers will not easily understand this when they are angry, so Manager Wang should do a good job of explaining and apologizing to customers. He can say to Ms. Zhang, "First of all, I apologize to you. If this happened to me, I would be very angry, too. But you see, this little girl just graduated from school, and she has no experience in many things, so she will inevitably make mistakes. We all came from youth and stumbled, so I beg you to forgive Xiao Li, which is also her first lesson in society! "I think Ms. Zhang will understand Xiao Li through this explanation. However, after seeing Ms. Zhang off, the store manager Wang Can did not forget to ask the clerk to talk about how to avoid similar incidents in the future and how to carry out service work. Because a mistake is not terrible, what is terrible is that the same mistake is repeated in the pharmacy. Jiangxi Happy People Pharmacy Hu Pinfu ▲ Please ask Xiao Li to cooperate with * * * to admit his mistake. Although Ms. Zhang didn't pay the money first, as a pharmacy clerk, she must not make malicious language attacks on customers. Xiao Li doesn't pay attention to her way of speaking and is sarcastic to customers, which is of course hard for Ms. Zhang to accept. As the saying goes, it takes a person who tied the bell to solve the problem. Since the disaster came from Xiao Li's mouth, Wang Zhanggui should order Xiao Li to apologize face to face. However, considering that Xiao Li's "rude remarks" are to protect the interests of pharmacies, Wang Zhanggui should be gentle when asking Xiao Li to apologize, so as to avoid embarrassing things caused by Xiao Li's uncooperative. For example, manager Wang Can said to Xiao Li, "The customer is our God. No matter what the reason, it is always wrong to hurt people by exporting. In order to maintain the reputation of our pharmacy, shall we apologize to the customers together? "In this way, as long as Xiao Li is first urged to admit her mistake and help Ms. Zhang save face, she will naturally not cling to it. Ren Feng Ge, manager of Dongwa Pharmacy in Zhaidong Town, yanshi city, gave a "presentation" to the customers. Obviously, Xiao Li's outspoken remarks have caused some "harm" to Ms. Zhang. As a manager, this matter must be solved in time to avoid the expansion of the situation. At the scene of the incident, in order to eliminate the anger in customers' hearts as soon as possible, the store manager should first apologize modestly on behalf of the pharmacy and sales staff, and at the same time give customers a clear "statement" that the pharmacy will definitely deal with this matter seriously and strictly educate and punish the parties. In addition, Director Wang Can also took this opportunity to invite customers to be the service supervisor of the pharmacy. In this way, anger can be eliminated invisibly and the arms race can be turned into friendship. Cheng Huaer of Shandong Xinhua Pharmaceutical Co., Ltd.: Criticize Xiao Li in person ▲ Teach Xiao Li to comfort customers. Faced with this situation, Wang Zhanggui should immediately step forward and teach Ms. Zhang a lesson: "Why do you talk to this big sister like this? Elder sister is an old customer here. She didn't mean to. Do you think my sister is like that? Go back first and I'll talk to you later. " Then, I sincerely said to Ms. Zhang: "Elder sister, don't be angry. She is a new employee and has not received formal training from the company. Please forgive her, sister. Your time is precious. Please give me the money and I'll help you with the purchase formalities at once. My name is Wang, and I am the manager here. This is my business card. Come to me if you need anything in the future. We also have a lot of health care materials here. You can come and get some. " I believe that after listening to these words, Ms. Zhang will definitely pay the money according to the "guidance" of Manager Wang, because after all, she forgot to pay the money and made a mistake first. Fu Xiaohan of Shanxi Pok Oi Hospital ▲ On-site criticism to eliminate customer anger First of all, Manager Wang should think that losing customers means losing the market, so he should proceed from the overall situation and try his best to maintain the image of this pharmacy in the eyes of customers and retain customers. Therefore, it is necessary to criticize Xiao Li in front of Ms. Zhang: "How can you talk to customers like this? If you say so, anyone will be angry. " Then I sincerely apologized to Ms. Zhang and said that I would handle this matter properly. When Ms. Zhang's anger gradually subsides, I will explain to Ms. Zhang why Xiao Li overreacted and eliminate Ms. Zhang's bad impression of our store. Dai Guiqiang, US Food and Drug Administration, Hua 'an County, Fujian Province ▲ Face-to-face punishment without hesitation. Ms. Zhang bought the medicine and turned away. No matter whether she didn't pay the money intentionally or unintentionally, as a salesperson, she should not treat the customer with insulting language such as "fraud" and "shame", but should stop the customer in good faith and gently remind him to pay the money. Under normal circumstances, customers will apologize for forgetting to pay and make up the money in time. Therefore, the author believes that the responsibility for the dispute lies entirely with the salesperson Xiao Li. Manager Wang must first let the customers leave the "scene of the incident" to dilute the contradiction so as not to affect the normal business. Then be an audience, let Ms. Zhang vent completely, and when her excitement subsides, express sincere apologies on behalf of the pharmacy. Finally, the clerk Xiao Li was called, severely criticized and punished in person, and asked to apologize to Ms. Zhang. At the same time, try to meet the requirements put forward by Ms. Zhang in order to gain the understanding of customers. Chang Renhou, American Food and Drug Administration, Fengxian County, Jiangsu Province 3: Comfort and encourage Xiao Li. After encouraging employees to make mistakes, what they need most is comfort and encouragement. If manager Wang immediately yells at Xiao Li and makes accusations, the consequences are likely to be counterproductive. Xiao Li was in a bad mood after making a mistake. If he is severely criticized again, he will inevitably have resistance and will not achieve the purpose of education at all. On the other hand, if Manager Wang apologizes to Ms. Zhang and sends her away, he will encourage Xiao Li first, so that Xiao Li's nervousness can be alleviated, and then analyze the mistakes of things for Xiao Li, so that Xiao Li can fully realize her mistakes, so that she can avoid making mistakes in the future. At the same time, Wang Zhanggui can also seize this opportunity to launch a "customer is God" publicity campaign, so that every clerk can learn civilized language in the activity, thus optimizing service and promoting the development of pharmacies. Cheng Congcong, US Food and Drug Administration, Pei County, Jiangsu Province ▲ The practice of appeasing customers first and then inducing Xiao Li to employees is worthy of recognition, and it is an active performance of duties; However, in the process of performing her duties, she used excessive language, which hurt her clients to some extent, which must be improved. Therefore, it is advisable to deal with this matter in two steps. First of all, adhere to the principle of "customer first", criticize Xiao Li's wrong practice of using excessive language on the spot, and ask Xiao Li to sincerely apologize to Ms. Zhang so that Ms. Zhang's "fire" can be dispelled first. In addition, Wang Can, the shopkeeper, also presented some small gifts within his authority to warm customers' hearts and rebuild their trust in the pharmacy. Then, a staff meeting was held to affirm and commend Xiao Li's conscientious performance of his duties, and at the same time, the staff was mobilized to discuss "What should you do if this happens?" Let employees learn how to actively perform their duties while respecting customers. Through the above two steps, we can achieve the goal of "retaining customers and motivating employees". Zhang Pingsheng, US Food and Drug Administration, Changle City, Fujian Province ▲ Try not to criticize Xiao Li in person. Although she is impolite, it is to protect the interests of the pharmacy. So the manager should not criticize Xiao Li in front of Ms. Zhang, lest she be sad and affect her enthusiasm for work. But afterwards, we should educate her, be polite to customers, and let customers fully realize the importance of civilized language. Chen Zhibin Zhang Zhan, US Food and Drug Administration, Fangcheng County, Henan Province 4: Strengthen quality education ▲ Teach employees to be polite. In ancient times, there was a young man riding on horseback. At dusk, his residence has not yet landed. Suddenly, a farmer came to him, and he immediately shouted, "Hey, old man, how far is it from the inn?" The old man said, "Five Li!" The young man galloped forward on his horse. As a result, I ran more than ten miles, but there was still no sign of anyone. He thought to himself, this old man is really hateful! We must go back and punish him. He said to himself, "Five miles, five miles, what five miles!" "Suddenly, he woke up. Isn't this "Wuli" a homonym for "unreasonable trouble"? So I turned my horse's head and drove back. Seeing that the farmer was still waiting by the roadside, he quickly turned over and dismounted, and cried "Grandpa" in shame. Before the words were finished, the old man said kindly, "If you don't mind, you can stay at my house for one night. "From this little story, we can see how important it is to be polite when speaking. As the saying goes, "a word can make people jump, and a word can also make people laugh." "In the title, the real reason why Ms. Zhang forgot to pay the money seems to be less important than Xiao Li's" rude remarks ". You should know that "a good word warms three winters, and a bad word hurts in June." "So, Manager Wang's top priority is to educate employees in time to pay attention to their words and deeds and learn to be polite. Lu Aqiong, American Food and Drug Administration, Changtai County, Fujian Province ▲ Learn to empathize. It often happens in reality that customers forget to pay in a hurry. It is human nature to make mistakes. Xiao Li is responsible for his work, which is of course understandable. However, Xiao Li and Director Wang should consider Ms. Zhang's point of view and the feelings of customers. For example, in a similar situation, Xiao politely asked, "Hello, please check your things and see if you have forgotten anything." "If the customer doesn't understand, you might as well tell him directly, but the voice must be low and take care of the customer's feelings. In a word, Wang Zhanggui should always educate its employees, so that they can learn to put themselves in their own shoes and think more about customers, so as to win the favor of customers. Li Jianqiang, Mianchi County, US Food and Drug Administration ▲ Respect for customers is the basis of business. Whether Ms. Zhang really forgot to pay or deliberately refused to pay, she should get the minimum respect from the salesperson. Moreover, if you want to be respected by others, you must first learn to respect others. As the leader of Xiao Li, the way the store manager handles things will directly affect the trust of Ms. Zhang and even a large number of customers in the store, and even directly affect the future survival and development of the store. Therefore, the store manager must first sincerely apologize to Ms. Zhang for Xiao Li's "export injury", strive for Ms. Zhang's understanding, and promise to make an employee training plan immediately. Doing business begins with learning to respect customers. Otherwise, it will not only lose the respect of others, but also lose the future of pharmacies. Zhang Bin, US Food and Drug Administration, Pingyi County, Shandong Province 5: Standardize the sales process ▲ Fill the management loopholes. There is no need to make a mountain out of a molehill about Ms. Zhang's forgetting to pay the medicine fee, because it is difficult to judge Ms. Zhang's real motivation for not paying the medicine fee, and it is reasonable for assistant Xiao Li to say something drastic in a hurry. For Director Wang, the key is to learn lessons from this incident, further find management loopholes, separate collection from drug sales, establish standardized operating procedures for drug introduction, collection, sales and audit, and prevent similar incidents from happening through the transfer and audit of bill signatures. Sun Jiaqing, US Food and Drug Administration, Pingyi County, Shandong Province ▲ Adjusting the drug sales process Through this incident, Manager Wang should have seen the defects in the drug sales process, and then standardized the cashier process in time: the counter sales staff issued the drug purchase voucher according to the customer's needs, including the name and price of the drug; Customers pay at the cashier with the drug purchase certificate; After the cashier receives the money, he stamps the receipt stamp on the drug purchase voucher; After checking the voucher, the counter assistant will pack the medicine and give it to the customer face to face. In this cashier process, customers always pay money first and then take medicine, which can avoid unpleasant things such as forgetting to pay money or deliberately avoiding paying money after getting medicine. Therefore, the author suggests that Manager Wang should reform the cashier process as soon as possible. Song Jianbao, American Food and Drug Administration, Fengxian County, Jiangsu Province ■ Tips ▲ Tips 1: Learn language skills regularly. Wang Zhanggui should carry out regular learning activities to improve the language skills of shop assistants. For example, set up some simulation scenarios, formulate incentive measures, and choose scene response. -Liu Haizhen ▲ Secret 2: Establish civilized language and reception taboo system. Manager Wang might as well formulate a set of civilized language and reception taboo system according to the actual situation, borrow Xiao Li's negative textbook, and let all shop assistants understand the importance of using civilized language and what to say when serving. -Wang Qi ▲ Tip 3: Set the evaluation box. Shopkeepers can set up evaluation boxes in conspicuous places in the store, so that consumers can choose their own satisfied or dissatisfied salespersons. Shops can formulate some reward and punishment measures accordingly, which can not only provide a communication platform for pharmacies and consumers, but also stimulate the enthusiasm of shop assistants to improve service quality. —— Huang▲ Tip 4: Hire customers as service quality supervisors. You can hire Ms. Zhang as the service quality supervisor of the pharmacy and ask her to supervise the service quality of the pharmacy at any time. In this way, on the one hand, the trust relationship between Ms. Zhang and the pharmacy can be continued; On the other hand, it can really urge pharmacies to improve service quality. -Zhang Qiu Red Mars ■ Comments ◆ Don't get yourself into trouble. As stated on the spot, the author believes that the pharmacy is suspected of insulting customers, and Ms. Zhang has the right to ask the pharmacy to help herself. In this regard, Director Wang should take the initiative to admit that there is a mistake in the pharmacy, sincerely apologize to Ms. Zhang, and present a small gift to Ms. Zhang to show comfort. Only by gaining the understanding of customers can pharmacies get rid of the dilemma of "almost breaking the law". The reasons for "offending customers" are as follows: First, the behavior of clerk Xiao Li is against the law. On behalf of the pharmacy, her words and deeds accused Ms. Zhang of "fraud" without any evidence, which was suspected of violating Article 14 of the Law on the Protection of Consumer Rights and Interests in People's Republic of China (PRC), that is, "Consumers have the right to respect their personal dignity and national customs when purchasing and using commodities and receiving services" and Article 25, "Operators shall not insult or slander consumers, search their bodies and articles, or infringe their personal freedom". Second, the clerk's behavior is unreasonable. Unless the clerk has sufficient evidence (such as video materials and the testimony of other people) to show that Ms. Zhang subjectively and intentionally obtained drugs illegally, it is inappropriate to call it "fraud" or even malicious slander, which is unacceptable not only to Ms. Zhang, but also to other customers. Besides, pharmacies also have the obligation to remind customers to pay, and they should also remind customers that there are unpaid drugs in the event of similar incidents. Third, whether it is suspected of "fraud" can only be determined according to law. Of course, Ms. Zhang forgot to pay for medicine, and she was also at fault. But whether her behavior is wrong or illegal must be defined according to law.