Seven abilities that excellent property customer service must master.

The adaptability of 0 1 is "not surprised"

As a customer service staff, you have to face different owners every day, and many times the owners will bring you some real challenges. For example, some owners call, because their problems have not been satisfactorily solved, or because of the misunderstanding caused by the unequal information with the customer service staff in the communication process, it is possible for the owners to fly into a rage.

The owner calls just to vent, and his words may be rude and ugly, but if he is frightened by the customer's words from the beginning, he will only become more and more nervous, thus panicking and naturally dealing with the problem will not be smooth.

And some experienced customer service staff, in such a situation, can often be humble, not affected by the owner's emotions, maintain a normal mentality, and handle the owner's problems very steadily. Not only eased the owner's mood, but also effectively helped solve the owner's problems.

This requires some resilience, especially when dealing with some vicious complaints. You know, what really makes you grow is the customers who have the most questions and the loudest voices.

02 the endurance of setbacks.

Customer service is an industry with both a sense of aggression and a sense of accomplishment. If you satisfy your customers today, you may be denied and scolded tomorrow.

Without the ability to resist setbacks, it is easy to get rid of and solve difficulties when encountering setbacks in communication with customers, thus affecting one's psychology and behavior. In the face of complaints or complaints from owners, customer service should maintain a positive, optimistic and positive working attitude.

03 Emotional self-control and adjustment ability

What do you mean by the ability of self-control and adjustment of emotions? For example, if you receive 100 owners every day, you may be scolded by the first owner, so you will be in a bad mood, depressed and not go home. At this time, 99 owners are still waiting for you. Will you transfer the unhappiness brought by the first master to the next master?

This needs to adjust your mood, because you are always the first to tell your master. Therefore, the psychological quality of excellent customer service personnel is very important. Without this ability, it will be very painful to engage in customer service.

04 Full emotional support ability

What is full emotional commitment? That is, you provide the best service to every owner without reservation.

I don't know, because I need to laugh 100 people today. I don't think I can laugh that long, so I should laugh less at first. You treated the first master and the last master with the same enthusiasm.

Ability to discover the value of customer service work.

Knowing the meaning of what you do will make you more motivated. Whether others approve of what you do is far less important than your own approval.

Customer service seems simple, in fact, we help others every day. Because of your successful appeasement, the grumpy owners will no longer lose their temper, because your simple words will help customers get the greatest benefits.

In customer service, we are not only bored and spiteful, but also learn to look at the problem from another angle and be good at discovering the value of customer service, so as to affirm ourselves and engage in this profession better.

Have a positive attitude and never give up.

What is a positive attitude and never give up? Customer service personnel need to constantly adjust their external abilities in their own jobs, and they must have an internal thing to support them, and this internal thing is literacy.

The ability to summarize

The longer you work in customer service, you will gradually form your own unique work style, including the understanding of service and communication skills with customers. These are all "valuable experiences" that you have summed up in your customer service career.

Only by being good at summing up and sorting out, not limited to the experience and knowledge already known, can we improve ourselves in the customer service industry.