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韩国商家推出“沉默服务” 消费者可轻松购物不受打扰
央广网北京9月21日消息 据中国之声《全球华语广播网》报道,最近在韩国开始流行沉默服务,让很多消费者拍手称快。
《全球华语广播网》韩国观察员南黎明介绍:“大家去商场购物的时候经常会遇到这种情况:有时候很想一个人静静地转转,有什么喜欢的就买,没有就走,尤其对于女人而言,‘逛’本身就是一种消遣、休闲。可是店员一个劲地跟着你,给你推荐这个推荐那个,把商品说得活灵活现,给人一种错觉。比如介绍化妆品觉得只要抹了它就能让你返老还童;介绍牛仔裤明明穿上好像要崩盘,她还会跟你说太适合你了等等,让你觉得很无奈但又不好意思拒绝;最后出于仗义,本来没打算出手的东西也带回家,之后再断舍离出去,还非常舍不得。吃的东西也一样,在店员热情洋溢的推荐之下买了一大堆,放到冰箱里过期再扔。近来在韩国出现了一种‘沉默服务’,而且现在扩散非常快。比如一家化妆品品牌,店门口放着两种小筐,一种上面贴着深色的小牌,上面写着‘我想自己看’;另一个上面贴着颜色鲜艳的小牌,上面写着‘我需要帮忙’。如果顾客拿着‘我需要帮助’的小筐子进店,服务员马上会笑盈盈地走过来帮你导购。这个化妆品品牌目前听说有40多家连锁店都在实行这种办法,受到了顾客的欢迎。所谓‘沉默服务’是指顾客不说话,店员就沉默,不会主动上前跟你搭讪给你压力。”
南黎明表示:“除了‘沉默服务’,还有‘保持距离服务’。比如一家店铺里各种东西都卖,女生想买化妆品肯定要涂抹几下试试效果;食品可能还要尝尝,再看看说明书。如果服务员总是跟着会让你觉得特别难为情,好像被监视的感觉。所以店铺规定:除非顾客需要帮助叫你,不然服务员和顾客要保持一定距离,不要影响顾客体验商品。”
长期以来服务行业都强调亲切,现在反而流行保持距离服务,韩国人怎么看待这个现象?南黎明指出:“据韩国流通业人士介绍,随着网路的发达,现在很多顾客去店里购物其实事先在网上已经搜索和了解过,根本不需要店员没完没了地介绍;同时,从服务员的角度来看,近年来据说很多服务员也非常尴尬,觉得有时候顾客根本不需要介绍但如果不上前搭讪好像不亲切,不知道该怎么做才好,所以‘沉默服务’可以作为一种解决方案。敬业和服务亲切的概念,随着时代的发展现在也应该更新。”
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