text: -- phpMyAdmin SQL Dump
  -- version 4.7.9
  -- https://www.phpmyadmin.net/
  --
  -- Host: 127.0.0.1:3306
  -- Generation Time: 2018-09-21 01:55:25
  -- 服务器版本： 5.7.21
  -- PHP Version: 5.6.35
  
  SET SQL_MODE = "NO_AUTO_VALUE_ON_ZERO";
  SET AUTOCOMMIT = 0;
  START TRANSACTION;
  SET time_zone = "+00:00";
  
  
  /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
  /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
  /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
  /*!40101 SET NAMES utf8mb4 */;
  
  --
  -- Database: `interaction`
  --
  
  -- --------------------------------------------------------
  
  --
  -- 表的结构 `in_admin`
  --
  
  DROP TABLE IF EXISTS `in_admin`;
  CREATE TABLE IF NOT EXISTS `in_admin` (
    `id` int(10) UNSIGNED NOT NULL AUTO_INCREMENT,
    `username` varchar(255) NOT NULL COMMENT '管理员名称',
    `password` varchar(255) NOT NULL COMMENT '登录密码',
    `login_time` varchar(255) DEFAULT NULL COMMENT '登录时间',
    `login_ip` varchar(255) DEFAULT NULL COMMENT '登录IP',
    `state` tinyint(4) NOT NULL DEFAULT '1' COMMENT '管理员状态：1激活，0禁用',
    PRIMARY KEY (`id`)
  ) ENGINE=MyISAM AUTO_INCREMENT=7 DEFAULT CHARSET=utf8;
  
  --
  -- 转存表中的数据 `in_admin`
  --
  
  INSERT INTO `in_admin` (`id`, `username`, `password`, `login_time`, `login_ip`, `state`) VALUES
  (1, 'admin', 'pMKbz5yglmlmZmCTY5SR', '1537430516', '127.0.0.1', 1),
  (3, 'shen', '18mc0GRkmGdhZ2SVXw==', '1537430248', '127.0.0.1', 1);
  
  -- --------------------------------------------------------
  
  --
  -- 表的结构 `in_banner`
  --
  
  DROP TABLE IF EXISTS `in_banner`;
  CREATE TABLE IF NOT EXISTS `in_banner` (
    `id` int(10) UNSIGNED NOT NULL AUTO_INCREMENT,
    `ban_img` varchar(255) NOT NULL COMMENT '轮播图图片地址',
    `ban_url` varchar(255) DEFAULT NULL COMMENT '轮播图链接',
    `ban_short_title` varchar(255) DEFAULT NULL COMMENT '轮播图短标题',
    `ban_long_title` varchar(255) DEFAULT NULL COMMENT '轮播图长标题',
    `ban_text` varchar(255) DEFAULT NULL COMMENT '轮播图描述',
    `ban_button` varchar(50) DEFAULT NULL COMMENT '轮播图按钮',
    `ban_button_url` varchar(255) DEFAULT NULL COMMENT '轮播图按钮链接',
    `ban_level` tinyint(4) DEFAULT NULL COMMENT '轮播图优先级',
    `ban_state` tinyint(4) NOT NULL DEFAULT '1' COMMENT '轮播图状态：1展示，0不展示',
    `ban_ispc` tinyint(4) NOT NULL DEFAULT '1' COMMENT 'PC或移动：1PC，2移动',
    PRIMARY KEY (`id`),
    KEY `ban_state` (`id`,`ban_state`,`ban_ispc`) USING BTREE,
    KEY `ban_ispc` (`id`,`ban_state`,`ban_ispc`) USING BTREE,
    KEY `ban_level` (`id`,`ban_level`,`ban_state`,`ban_ispc`) USING BTREE
  ) ENGINE=MyISAM AUTO_INCREMENT=7 DEFAULT CHARSET=utf8;
  
  --
  -- 转存表中的数据 `in_banner`
  --
  
  INSERT INTO `in_banner` (`id`, `ban_img`, `ban_url`, `ban_short_title`, `ban_long_title`, `ban_text`, `ban_button`, `ban_button_url`, `ban_level`, `ban_state`, `ban_ispc`) VALUES
  (1, '/uploads/banner/pc/20180914/20791536895989.jpg', 'javascript:;', '互动商务', '满足你的一切需求', '一站式服务更放心', '立即查看', 'javascript:;', 120, 1, 1),
  (3, '/uploads/banner/wap/20180914/88781536896026.jpg', 'javascript:;', '互动商务', '满足你的一切需求', '一站式服务更放心', '立即查看', 'javascript:;', 120, 1, 2),
  (5, '/uploads/banner/wap/20180914/19361536896032.jpg', 'javascript:;', '互动商务', '满足你的一切需求2', '一站式服务更放心2', '立即查看', 'javascript:;', 110, 1, 2),
  (6, '/uploads/banner/pc/20180914/76961536895998.jpg', 'javascript:;', '互动商务', '满足你的一切需求2', '一站式服务更放心2', '立即查看', 'javascript:;', 110, 1, 1);
  
  -- --------------------------------------------------------
  
  --
  -- 表的结构 `in_config`
  --
  
  DROP TABLE IF EXISTS `in_config`;
  CREATE TABLE IF NOT EXISTS `in_config` (
    `id` int(11) UNSIGNED NOT NULL AUTO_INCREMENT,
    `con_logo` varchar(255) DEFAULT NULL COMMENT 'LOGO图片地址',
    `con_title` varchar(255) NOT NULL COMMENT '三大标签-标题',
    `con_keywords` varchar(255) NOT NULL COMMENT '三大标签-关键词',
    `con_descriptions` text NOT NULL COMMENT '三大标签-描述',
    `con_company` varchar(150) NOT NULL COMMENT '公司名称',
    `con_address` varchar(150) NOT NULL COMMENT '公司地址',
    `con_copyright` varchar(150) NOT NULL COMMENT '版权',
    `con_webscript_pc` text COMMENT 'PC端底部统计代码',
    `con_webscript_m` text COMMENT '移动端底部统计代码',
    `con_prefix` varchar(255) DEFAULT NULL COMMENT '图片访问路径前缀',
    PRIMARY KEY (`id`)
  ) ENGINE=MyISAM AUTO_INCREMENT=2 DEFAULT CHARSET=utf8;
  
  --
  -- 转存表中的数据 `in_config`
  --
  
  INSERT INTO `in_config` (`id`, `con_logo`, `con_title`, `con_keywords`, `con_descriptions`, `con_company`, `con_address`, `con_copyright`, `con_webscript_pc`, `con_webscript_m`, `con_prefix`) VALUES
  (1, '/uploads/config/20180914/79821536895923.png', '互动商务', '互动商务', '互动商务', '广州互动商业服务有限公司', '地址: 海珠区新港东路1066号中洲中心', 'Copyright © 2011 - 2019 广州互动商业服务有限公司 版权所有', '', '', 'http://192.168.1.30:8082');
  
  -- --------------------------------------------------------
  
  --
  -- 表的结构 `in_nav`
  --
  
  DROP TABLE IF EXISTS `in_nav`;
  CREATE TABLE IF NOT EXISTS `in_nav` (
    `id` int(10) UNSIGNED NOT NULL AUTO_INCREMENT,
    `nav_name` varchar(50) NOT NULL COMMENT '导航名称',
    `nav_url` varchar(255) NOT NULL COMMENT '导航链接',
    `nav_title` varchar(255) NOT NULL COMMENT '导航三大标签-标题',
    `nav_keywords` varchar(255) NOT NULL COMMENT '导航三大标签-关键词',
    `nav_descriptions` text NOT NULL COMMENT '导航三大标签-描述',
    `nav_level` tinyint(4) DEFAULT NULL COMMENT '导航优先级',
    `nav_state` tinyint(4) NOT NULL DEFAULT '1' COMMENT '导航状态：1显示，0不显示',
    PRIMARY KEY (`id`),
    KEY `nav_state` (`id`,`nav_state`) USING BTREE,
    KEY `nav_level` (`id`,`nav_level`,`nav_state`) USING BTREE
  ) ENGINE=MyISAM AUTO_INCREMENT=16 DEFAULT CHARSET=utf8;
  
  --
  -- 转存表中的数据 `in_nav`
  --
  
  INSERT INTO `in_nav` (`id`, `nav_name`, `nav_url`, `nav_title`, `nav_keywords`, `nav_descriptions`, `nav_level`, `nav_state`) VALUES
  (1, '首页', '/', '首页', '首页', '首页', 120, 1),
  (2, '产品服务', '/service', '产品服务', '产品服务', '产品服务', 110, 1),
  (3, '能力优势', '/advantage', '能力优势', '能力优势', '能力优势', 100, 1),
  (4, '新闻中心', '/news', '新闻中心', '新闻中心', '新闻中心', 90, 1),
  (5, '关于我们', '/about', '关于我们', '关于我们', '关于我们', 80, 1);
  
  -- --------------------------------------------------------
  
  --
  -- 表的结构 `in_news`
  --
  
  DROP TABLE IF EXISTS `in_news`;
  CREATE TABLE IF NOT EXISTS `in_news` (
    `id` int(10) UNSIGNED NOT NULL AUTO_INCREMENT,
    `new_img` varchar(255) DEFAULT NULL COMMENT '新闻图片地址',
    `new_title` varchar(255) NOT NULL COMMENT '新闻标题',
    `new_keywords` varchar(255) NOT NULL COMMENT '新闻关键词',
    `new_descriptions` text NOT NULL COMMENT '新闻描述',
    `new_content` mediumtext NOT NULL COMMENT '新闻内容',
    `new_time` varchar(255) NOT NULL COMMENT '新闻发布时间',
    `new_number` int(11) NOT NULL COMMENT '新闻阅读量',
    `new_state` tinyint(4) NOT NULL DEFAULT '1' COMMENT '新闻发布状态：1发布，0未发布',
    PRIMARY KEY (`id`),
    KEY `new_state` (`id`,`new_state`) USING BTREE,
    KEY `new_time` (`id`,`new_time`,`new_state`) USING BTREE
  ) ENGINE=MyISAM AUTO_INCREMENT=10 DEFAULT CHARSET=utf8;
  
  --
  -- 转存表中的数据 `in_news`
  --
  
  INSERT INTO `in_news` (`id`, `new_img`, `new_title`, `new_keywords`, `new_descriptions`, `new_content`, `new_time`, `new_number`, `new_state`) VALUES
  (1, '/uploads/news/20180914/16451536896091.jpg', '10年客服老司机教你这样处理棘手的客户投诉', '10年客服', '客户投诉处理是让每个客服头疼的问题，有着10年客户投诉处理实战经验的客服老司机，从一线客服和客服管理者两个维度，深度总结了3个关键点，7个行动点，帮助你轻松应对客户投诉。今天与大家分享。 ', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">客户投诉处理是让每个客服头疼的问题，有着10年客户投诉处理实战经验的客服老司机，从一线客服和客服管理者两个维度，深度总结了3个关键点，7个行动点，帮助你轻松应对客户投诉。今天与大家分享。&nbsp;</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">一线客服层面</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖展现主动倾听的姿态</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户购买的产品出现问题，或用户遇到问题急需帮助时，往往会在来电时情绪激动。我们的客服或是因为身经百战、思维定式已经了解用户问题所在，或是着急为用户处理，或是不想令用户情绪再激动下去，对客户的不满和抱怨采取遏制的手段，还没有等客户说完话就开始进行“解释”，这样很容易令用户误解客服们是在急切地推卸责任。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户在向你表达愤怒和不满时，你应该在思考：</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户为什么不满，对产品、服务、还是其他？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户提供的信息是否全面，能否让你准确给出解决方案？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">解决方案是什么？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">这个解决方案是否能令用户满意</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">怎么样安抚平息用户的怒火</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">因此，我们在用户倾诉的过程中，首先一定要展现主动倾听的姿态，令用户可以顺畅地发泄不满，让用户把话说完并且温和安抚。在用户处于愤怒的状态时，一味解释绝对不是明智之举哦。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖保持吐字清晰 适当提问</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户终于肯停下来倾听你说话时，别犹豫。真诚地向用户询问所需的信息。用户是能够感受到我们是在真诚认真地对待他所提出的问题的。当然，用户向我们求助，是希望我们是专业高效的帮助者的。如果你这时候在口齿不清，吞吞吐吐，会使得用户对你的期望值大打折扣，对你给出的方案也不那么信服。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖肯定用户 产生共鸣</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当你对用户的话表示肯定的时候，用户会认为你与他产生了共鸣，也会得到被尊重的感觉。比如当用户的诉求得不到满足时，我们不妨可以将单调的“不好意思，先生实在没有办法帮到您”换为“先生，关于这类问题，还没有用户向我们提出改进建议，非常感谢您的宝贵意见，我将为您记录反馈，有您这样的用户是我们公司的荣幸。”</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户来电的时候的心理其实是想寻求援助与共鸣的，他需要客服从同理心的角度为其着想，真心实意地感觉到他们的无奈，而不是同情式地敷衍。相信即使是再愤怒的用户听到客服贴心的一句：“先生，如果我是您，我遇到这样的情况肯定也是很着急的。你先稍等一下，我帮您联系一下，看看有什么办法能帮到您。”也会有所平静。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖措辞得体 恰当地道歉</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">古往今来，我们似乎是不太爱主动道歉的，因为道歉即是意味着自己做错了，这是一件既丢面子又伤里子的事情。其实，致歉不仅是礼貌周全、有教养的表现，而且具有缓和矛盾维护人际关系和谐的功能。道歉也是对客户的尊重，能够使其尽快消除不满。当我们的产品不存在问题，但用户确实遇到困难时，我们作为超人一样的客服团队肯定是会使出18般武艺为其协调处理，但最终可能并不尽如人意，这个时候一句道歉将会成为抚慰用户受伤心灵的良药。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">客服管理者层面</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖摆脱思维定式 冷静应对</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">1、客服主管的情绪会直接影响到员工的情绪；</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">2、挖掘不出投诉的合理原因，就无法找到解决方案；</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">3、无法进行全员分享，避免类似问题的再次产生。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">事实上投诉并不是没有办法控制，只要用正确的心态去面对，使用合理的方式方法，就可以尽可能的避免不必要的投诉产生。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖情绪控制</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">尤其是客服管理者，在产生投诉的情况下，务必不能急躁，心态要平和。投诉既然已经产生，首要关注的问题应该是分析投诉原因，考虑如何进行有效的规避。而不是首先关注如何惩罚员工及投诉是不是能撤销。</span></p>', '1536743884', 588, 1),
  (2, '/uploads/news/20180914/85751536896112.jpg', '老司机教你这样处理棘手的客户投诉', '老司机', '当用户购买的产品出现问题，或用户遇到问题急需帮助时，往往会在来电时情绪激动。我们的客服或是因为身经百战、思维定式已经了解用户问题所在，或是着急为用户处理，或是不想令用户情绪再激动下去，对客户的不满和抱怨采取遏制的手段，还没有等客户说完话就开始进行“解释”，这样很容易令用户误解客服们是在急切地推卸责任。', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户购买的产品出现问题，或用户遇到问题急需帮助时，往往会在来电时情绪激动。我们的客服或是因为身经百战、思维定式已经了解用户问题所在，或是着急为用户处理，或是不想令用户情绪再激动下去，对客户的不满和抱怨采取遏制的手段，还没有等客户说完话就开始进行“解释”，这样很容易令用户误解客服们是在急切地推卸责任。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户在向你表达愤怒和不满时，你应该在思考：</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户为什么不满，对产品、服务、还是其他？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户提供的信息是否全面，能否让你准确给出解决方案？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">解决方案是什么？</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">这个解决方案是否能令用户满意</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">怎么样安抚平息用户的怒火</span><img src=\"{img}/uploads/ueditor/nwes/20180914/1536896133953024.jpg\" title=\"1536896133953024.jpg\" alt=\"news_img2.jpg\"/></p>', '1536700085', 506, 1),
  (3, '/uploads/news/20180914/43991536896097.jpg', '客户投诉处理是让每个客服头疼的问题', '投诉处理', '因此，我们在用户倾诉的过程中，首先一定要展现主动倾听的姿态，令用户可以顺畅地发泄不满，让用户把话说完并且温和安抚。在用户处于愤怒的状态时，一味解释绝对不是明智之举哦。', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">因此，我们在用户倾诉的过程中，首先一定要展现主动倾听的姿态，令用户可以顺畅地发泄不满，让用户把话说完并且温和安抚。在用户处于愤怒的状态时，一味解释绝对不是明智之举哦。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖保持吐字清晰 适当提问</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户终于肯停下来倾听你说话时，别犹豫。真诚地向用户询问所需的信息。用户是能够感受到我们是在真诚认真地对待他所提出的问题的。当然，用户向我们求助，是希望我们是专业高效的帮助者的。如果你这时候在口齿不清，吞吞吐吐，会使得用户对你的期望值大打折扣，对你给出的方案也不那么信服。</span></p>', '1536743884', 613, 1),
  (4, '/uploads/news/20180914/57391536896062.jpg', '用户来电的时候的心理其实是想寻求援助与共鸣的', '援助与共鸣', '用户来电的时候的心理其实是想寻求援助与共鸣的，他需要客服从同理心的角度为其着想，真心实意地感觉到他们的无奈，而不是同情式地敷衍。相信即使是再愤怒的用户听到客服贴心的一句：“先生，如果我是您，我遇到这样的情况肯定也是很着急的。你先稍等一下，我帮您联系一下，看看有什么办法能帮到您。”也会有所平静。', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">用户来电的时候的心理其实是想寻求援助与共鸣的，他需要客服从同理心的角度为其着想，真心实意地感觉到他们的无奈，而不是同情式地敷衍。相信即使是再愤怒的用户听到客服贴心的一句：“先生，如果我是您，我遇到这样的情况肯定也是很着急的。你先稍等一下，我帮您联系一下，看看有什么办法能帮到您。”也会有所平静。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖措辞得体 恰当地道歉</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">古往今来，我们似乎是不太爱主动道歉的，因为道歉即是意味着自己做错了，这是一件既丢面子又伤里子的事情。其实，致歉不仅是礼貌周全、有教养的表现，而且具有缓和矛盾维护人际关系和谐的功能。道歉也是对客户的尊重，能够使其尽快消除不满。当我们的产品不存在问题，但用户确实遇到困难时，我们作为超人一样的客服团队肯定是会使出18般武艺为其协调处理，但最终可能并不尽如人意，这个时候一句道歉将会成为抚慰用户受伤心灵的良药。</span></p>', '1536804184', 376, 1),
  (5, '/uploads/news/20180914/10671536896105.jpg', '客服主管的情绪会直接影响到员工的情绪', '客服主管', '事实上投诉并不是没有办法控制，只要用正确的心态去面对，使用合理的方式方法，就可以尽可能的避免不必要的投诉产生。', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖摆脱思维定式 冷静应对</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">1、客服主管的情绪会直接影响到员工的情绪；</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">2、挖掘不出投诉的合理原因，就无法找到解决方案；</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">3、无法进行全员分享，避免类似问题的再次产生。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">事实上投诉并不是没有办法控制，只要用正确的心态去面对，使用合理的方式方法，就可以尽可能的避免不必要的投诉产生。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖情绪控制</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">尤其是客服管理者，在产生投诉的情况下，务必不能急躁，心态要平和。投诉既然已经产生，首要关注的问题应该是分析投诉原因，考虑如何进行有效的规避。而不是首先关注如何惩罚员工及投诉是不是能撤销。</span></p>', '1536725013', 366, 1),
  (6, '/uploads/news/20180914/39391536896118.jpg', '在用户处于愤怒的状态时，一味解释绝对不是明智之举哦', '明智之举', '因此，我们在用户倾诉的过程中，首先一定要展现主动倾听的姿态，令用户可以顺畅地发泄不满，让用户把话说完并且温和安抚。在用户处于愤怒的状态时，一味解释绝对不是明智之举哦。', '<p><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">因此，我们在用户倾诉的过程中，首先一定要展现主动倾听的姿态，令用户可以顺畅地发泄不满，让用户把话说完并且温和安抚。在用户处于愤怒的状态时，一味解释绝对不是明智之举哦。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖保持吐字清晰 适当提问</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当用户终于肯停下来倾听你说话时，别犹豫。真诚地向用户询问所需的信息。用户是能够感受到我们是在真诚认真地对待他所提出的问题的。当然，用户向我们求助，是希望我们是专业高效的帮助者的。如果你这时候在口齿不清，吞吞吐吐，会使得用户对你的期望值大打折扣，对你给出的方案也不那么信服。</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">❖肯定用户 产生共鸣</span><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><br data-v-2b11b6f7=\"\" style=\"box-sizing: border-box; margin: 0px; color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; white-space: normal; word-spacing: 1px; background-color: rgb(255, 255, 255);\"/><span style=\"color: rgb(102, 102, 102); font-family: &quot;PingFang SC&quot;, &quot;Microsoft Yahei&quot;, &quot;Hiragino Sans GB&quot;, arial, sans-serif; font-size: 14px; word-spacing: 1px; background-color: rgb(255, 255, 255);\">当你对用户的话表示肯定的时候，用户会认为你与他产生了共鸣，也会得到被尊重的感觉。比如当用户的诉求得不到满足时，我们不妨可以将单调的“不好意思，先生实在没有办法帮到您”换为“先生，关于这类问题，还没有用户向我们提出改进建议，非常感谢您的宝贵意见，我将为您记录反馈，有您这样的用户是我们公司的荣幸。”</span></p>', '1536595200', 423, 1);
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