What kind of enthusiasm should you have in the face of customers?

The so-called customer: the object that needs service can be divided into external customers and internal customers. External customers: refers to those social groups and individuals who need services but are not employees of enterprises, such as middlemen and final consumers of products. Internal customer: refers to the next operation of the workflow. In the whole workflow, each process has a previous process and a subsequent process. I am the customer of the last process, and the next process is my own customer. Only when each department and position take good care of their customers and finally face the end customers, that is, the end customers, can we truly provide excellent services. "The customer is always right", is it true? Customers are human beings, and mistakes are inevitable. For example, some customers criticize products or employees because of misunderstanding, some customers deliberately find fault with problems, and some guests even pretend to be crazy and harass waiters. At this time, we can't indulge our customers. But remember that customers are the most important thing, so we should deal with the problem euphemistically, and don't hurt customers while not hurting ourselves. Is the client God? We often say: "Customer is God", but in modern customer service theory, only IP customers and Daikin customers are the real gods. Therefore, enterprises should reposition customers, choose target areas, distinguish which customers are popular or unpopular, and which customers are important or unimportant, so as to treat them in different levels. Third, what is customer service? Real customer service: it is to satisfy customers according to their own preferences. In the end, customers will feel valued and will engrave this goodwill in their hearts and become loyal customers of the enterprise. Customer service is not only a traditional customer service department, but also a traditional customer. The customers of an enterprise refer to all customers, even including bosses, shareholders, employees, dealers and residents near the enterprise. If customer service is defined, it is all the work that an enterprise can do in order to form an unforgettable interaction (pleasant and intimate, very pleasant and personally experienced) between the enterprise and the customer. Every customer enjoys your service from the moment they enter your home, and finally brings new customers. In this whole process, all the work he can do is called customer service. Customer service is committed to meeting customers' needs and exceeding their expectations. How to provide customer service? Why emphasize customer service? How to understand the meaning of "customer service"? What aspects should customer service start from? These are all issues that everyone cares about. Now I will talk about my understanding on the above points. I. Significance of strengthening customer service 1. Strengthening customer service is the need of enterprise's own development. Strengthen communication and cooperation, improve the evaluation and training system and a series of measures to strengthen internal management, in order to better serve the owners and enhance the competitiveness of enterprises. Practice has proved that they have achieved remarkable results and laid a solid foundation for the future development of enterprises. We used to pay more attention to basic work and services. Due to the limitation of resources and cost, there is limited room for further improvement of service level. In the fierce industry competition, it is difficult for enterprises to stand out and highlight their own brands if they stay at this level all the time. Therefore, we must develop to a higher level on the premise of doing a good job in basic services. It is undoubtedly a subject worthy of our study to establish a customer satisfaction-oriented service system. 2. Strengthening customer service meets the needs of the owners. In today's increasingly fierce competition, customers are the basis for the survival and development of every enterprise. Enterprises must put customer needs first. After more than ten years of development, property management has not only paid attention to basic services such as safety, comfort and beautiful environment, but also put forward more requirements for spiritual feelings and service perception. Therefore, we must seriously study, understand the needs of owners, pay attention to their feelings, reasonably meet their service expectations through warm and thoughtful service, and then establish a harmonious, harmonious and interactive customer relationship with owners, so that our work can be widely understood and supported, thus establishing a good service brand of enterprises and improving their market competitiveness. So what exactly is customer service? Customer service is an intangible product, not an ordinary product. Service products are intangible, services are virtual, invisible and intangible. In the ordinary sense, products are tangible and tangible. Service products can only be described by language. Tell you what kind of service you can get after buying this service product, but you can't see and feel it. So now, we are studying how to turn intangible products into tangible products. How can we become tangible products? It is to turn an intangible thing into a tangible product through customer service personnel, service environment and various convenient service methods. Service cards, such as monthly cards, season cards, annual cards, VIP cards, etc. , is a kind of service, and this kind of service is invisible. With this card, you can get a 20% discount on consumption, which is a promise. But some enterprises will make this commitment system into a beautiful card for you. This card itself is meaningless, so why spend money to make a card? As long as I promise to register, can't I get a 20% discount when you come later? This card is a carrier, which turns intangible services into tangible services and makes you feel that this thing is tangible. The misunderstanding of customer service definition-narrow definition point: customers are far more than buyers; Customer service should not only be regarded as the responsibility of customer service department; Excellent customer service is not just "what can I do for you"; Treat customers the way they want, that is, respect customers, including their status and identity; Predict the real needs of customers; Let customers feel satisfied after completing the transaction. Many enterprises and even customer service personnel are not clear about what customer service is and what is not. What should customer service be? Customers are far more than just consumers who want to buy things. Customers should not only be regarded as consumers, but as the responsibility of the customer service department. It is natural to provide better services for customers. Good customer service is not just what I can do for you. In fact, what customers need is help. They want to deal with people who are familiar with the business, people who know the business and people who can make decisions. Customers want to treat him in the way he needs, hope that his status will be respected, and hope that enterprises can understand his real needs, which will make him feel satisfied when he gets service. I talked about the competition of enterprise customer service earlier, so here I want to talk about another problem, which is to meet the challenge of service competition and build the personality of enterprise customer service. All enterprises and non-profit organizations are striving to provide customers with the best service, so all kinds of customers, including our own customers, are surrounded by more and better services. In the past, it was about the competition in the fields of brand, price and product quality, but now the competition in all fields is concentrated in the service field. Therefore, high-quality customer service is not all, but also the service personality of your own enterprise. There was once a signboard of a printing company that said, "Please choose one for speed, quality and price." If you choose the price, you need to be cheap. Don't talk to me about speed and quality. If you choose quality, don't talk to me about price or speed. If you choose speed, don't talk to me about price and quality. The idea that you can only choose one is accepted in the past. For example, when you go to school, you should take an inch of bareheaded photos. In the past, you could only go to the photo studio. There are two ways to print, one is slow and the other is fast. Slow is very cheap, one yuan for eight, waiting for ten days or a week. If you pick it up the next day, the price will change to four or five yuan. If you want to be quick, you must pay more. If you want to be cheap, you can wait. This concept is also deeply rooted in enterprises, and many enterprises think it is normal. But it's different now. Nowadays, competition forces enterprises to meet these three requirements of customers at the same time: speed, quality and price. Even so, it still faces the severe challenge of competition. If service equals profit, we need to create a service personality. The measure of enterprise development is not only the return on assets, but also the return on customer satisfaction. The so-called personalized service is to make customers feel that enterprise services can meet their special requirements and enable enterprises to gain a competitive advantage, which is personalized service, that is, a unique means of customer service that is different from other enterprises. The higher the level of customer service, the more customers will patronize and attract more loyal customers, and the enterprises will get more profits accordingly. Therefore, it is wrong to talk about customer service alone. What is service marketing? It's a fusion. Is the service, the service is. Only through service can it be pulled, because the competition is becoming more and more cruel. Hello, there will always be someone better than you. Establishing a correct concept of customer service should be the core part of an enterprise's basic business philosophy. In the whole business process of modern enterprises, service is not only a part of products. As a part of products, service not only brings profits to customers and enterprises, but also serves as an interface between enterprises and the outside world, and plays a role in receiving creative opinions from the outside world. Only by establishing a correct concept of customer service can the customer service work of enterprises play an effective role. The wrong concept of customer service can only make the business situation of enterprises worse and worse. 1. Satisfied employees create satisfactory customer service. It is important to provide high-quality services in practice. In fact, these services are provided by employees of enterprises. The quality and service attitude of employees will directly affect the customer's satisfaction with the service and the customer's evaluation of the enterprise. 1. Implement effective employee training: excellent customer service is inseparable from high-quality employees, and high-quality employees come from effective employee training. 2. Incentive methods for customer satisfaction: 3. What should be the content of customer service oriented to customer needs and how to determine the service standard? These are inseparable from the attention and research on customer needs. In essence, all service work done by enterprises should be carried out closely around the needs of customers. Meeting customer needs is the starting point and the end result of enterprise customer service. Enterprises should grasp the key points of customer service from the following aspects. Convenience demand: With the accelerated pace of life and the improvement of quality of life, people's demand for convenience has become increasingly strong, and enterprises can always feel customers' preferences for convenience in different aspects and at different times. ? The demand of obtaining and participating in the price determination process: customers can know their respective prices and whether they have goods in a few minutes when they buy products from different manufacturers. With PDA and Internet, they can quickly know the prices of different online retailers and physical stores not far from him, and customers have the latest price information. The need for transparency of product processes: customers are unwilling to accept invisible business processes, and they want to see the progress of each link. ? Demand for timely professional information: customers are always eager to know extremely professional information. Now, the information selected and annotated by professionals can be read by laymen. It is increasingly common for professionals to provide carefully selected and annotated information and professional guidance. Fourth, the power of customers can never be ignored. The customer is an important part of the enterprise system and one of the important assets of the enterprise. The essence of customer management is how to effectively manage customer assets, maintain customer assets, use customer assets and increase their value. Enterprises often think that the power of a single customer is insignificant, and often ignore the interests and requirements of customers in many details, which will eventually make a big mistake. Always remember: the power of customers can not be ignored, "a levee of a thousand miles, collapsed in an ant hole." Know the customer accurately? Measure the lifetime value of customers? The power of customers is increasing? Does the customer's request require a response from the company? Five, do a good job in customer management to carry out customer service, all staff must participate, and departments can cooperate to achieve good overall results. Customer service is a new task. At this stage, it can be gradually developed from the following five aspects: 1. Strengthening customer service awareness is a guide to action. To do a good job in customer service, it is necessary to improve the customer service awareness of all employees. Under the guidance of the service concept, we can constantly carry out some activities, such as watching CDs, listening to lectures, organizing special service lectures, printing service brochures, posting learning experiences, explaining cases and so on. , create an atmosphere of customer service, let employees consciously think about problems with customers as the guide, and through repeated training, solidify in each employee's thoughts and actions, and improve the overall customer service awareness. We should also establish a good sense of customer service between departments and between superior and subordinate processes. 2. Combing and optimizing the service process should be oriented to customer satisfaction, and combing and optimizing the existing management process. The carding process should be based on the principle of high efficiency and convenience, that is, from the customer's point of view, consider the convenience of customers and employees at the operational level. The content of combing optimization can include: First, optimizing post setting, job responsibilities, collaborative work methods, etc. The second is to start from the customer contact point and sort out the service operation process; The third is to integrate customer contact channels and coordinate information transmission methods; The fourth is to improve customer service standards, complaints and suggestions, customer return visits and satisfaction evaluation. 3. Improve basic information and recognize customers. Before implementing the service, we must first know as much as possible about the customer. Only by mastering the situation of the property can we maintain the system well; Familiar with customer information, we can provide targeted services. Therefore, we should continue to improve the basic property data and customer files, and make good use of property and customer information as a resource. For example, customers' information is broken down according to their place of origin, age, occupation and hobbies. Through subdivision, we can understand the structure and changes of customers and determine the leading direction of work. Through the structure of family members in the community, we can understand the service orientation of people at different levels, and deeply identify customers through the changing trend of customer needs, so as to provide better services. You can also use specific customer resources to coordinate public relations and solve some difficult problems. 4. Establish communication channels and take the initiative to communicate. Good communication is the key to building trust and relationship with customers. In the process of property service, it is often after the owner complains that personnel are arranged to communicate with the owner. In their daily work, they rarely take the initiative to contact the owners to understand the problems existing in the service process and ask the owners' needs. In fact, communication should run through every link of service. We can communicate well with the owners through door-to-door visits, work briefing, consultation, symposiums, announcements, online postings and community activities. Understand the deep-seated needs, give them reasonable satisfaction through services, and establish new trust and interaction with them. Service is an interactive process. More understanding means more trust, and more trust means more understanding and cooperation. 5. Close cooperation to strengthen the implementation of customer service. The quality of work depends largely on whether the timeliness of service can be guaranteed, which is reflected in the execution. Therefore, ensuring the effective implementation of all work is the fundamental guarantee to improve the quality of customer service. When the owner's needs can be solved quickly, it can bring psychological satisfaction to the owner. This requires our staff not only to have a strong sense of service, but also to have a strong sense of professionalism and cooperation, take the initiative to provide all-round services and generally improve the level of customer service. In short, we should be customer-oriented, strengthen customer service awareness, start with exploring customer needs, grasp the service focus, provide customers with more active, caring, meticulous and thoughtful services in all aspects of direct contact with customers, establish more harmonious customer relations and win customer loyalty. Fierce competition and the emergence of the square field have made enterprises rack their brains and try their best to retain customer loyalty, even cigarettes, a product that can make customers addicted, are no exception. If competitors offer better prices or products, customers will leave immediately, which is completely normal. I. Implementing the strategy of retaining customers Many managers "blame" the customer's picky, competitors' "unscrupulous" or other external reasons for the loss of customers, but rarely reflect on their own mistakes and mistakes. In any case, as long as customers are lost, enterprises have the responsibility to take improvement measures to remedy them instead of complaining. Let customers "rest assured and use comfortably"? Carry out health care services to achieve good interaction with customers? Second, studying the purchasing decisions of different customers, that is, studying the purchasing psychology of customers, is a shortcut to the success of enterprises and the premise and foundation of implementing customer service. Without customer purchase, there can be no customer service. Enterprises should consider customers' purchasing decisions from the following points: Does customer experience affect purchasing decisions? Inexperienced customers are more concerned about the comprehensive performance of products? Experienced customers pay more attention to the cost performance of products? Customer strategy should meet the interests and needs of specific customers, and supplier's customer strategy should be changed in time? Third, communication unlimited communication can create demand. The ideas and opinions of customers, the service concept and service characteristics of enterprises are inseparable from communication. Through communication, realize the two-way interaction between customers and enterprises. Implementing all-round communication strategies includes: being an appropriate listener, encouraging customers to complain, mastering necessary information, improving customer relations and solving problems? Ask the customer voluntarily? Effective language communication? Pay attention to other communication methods. 4. Upgrade customers and enhance the value of customers' assets. Strengthening customers is to turn customers with poor profitability into customers with strong profitability, that is, to improve their level in the customer hierarchy. Enterprises should adopt different strategies for different levels of customers. ? Turn gold customers into platinum customers and upgrade steel customers into gold customers? Strategies for dealing with heavy lead customers (price increase, cost reduction, sweeping out the door)? V. After-sales service management The main purpose of after-sales service management is to solve customers' worries. The main contents are as follows: Return and exchange management: Due to the rapid changes in the market or the uncertainty of the market, customers often need to return and exchange goods. For the customer's return request, it should be unconditionally met without special circumstances. According to the different situations of customers, different return time is stipulated to prevent bad customers from returning goods maliciously. Maintenance or replacement of package services: customers are often unable to maintain products, and enterprises should provide support in this regard. During the use of the product, the packaging will be damaged and should be replaced according to the actual situation. ? Customer complaint management: ignoring customer complaints will lead to customer complaints. In management, customer complaint management should be incorporated into daily work, and there should be a special person in charge. Complaints should be recorded in detail, relevant investigations should be carried out, and then relevant leaders should give instructions on handling opinions, and finally inform customers of the handling results. No matter how you handle it, you should give it back to the customer in time. The most taboo complaint is that there is no following, which will lead to the escalation of complaints. All complaint records should be kept and filed for future reference. Customer communication skills and methods training program 1. Principles of communication with customers: 1. Don't show temporary eloquence: (1). If you show a temporary eloquence, you will win a short victory. But you will never convince the customer, and it will only increase the difficulty of future work. (2) The real communication skill is not to argue with customers, but to make customers accept your point of view; (3) When communicating with customers, don't act like a teacher, and don't act as if nothing has happened. 2. Take care of the guest's face: (1). If you want to convince the guests, you should take care of others' faces and don't express your opinions. Give the guests a chance to go down the stairs; (2) Take care of the guest's face, and the guest can give you face; (3) It is not difficult for us to take care of the face of our guests, as long as you pay a little attention to your attitude and wording; 3. Don't "mess with" your technical terms: (1). Remember that people you usually contact may not know your major at all; (2) When explaining technical terms to customers, the best way is to compare them with simple examples to make them easy for customers to understand and accept; (3) When communicating with guests, don't always think that you are superior. 4. Benefits of maintenance: (1). Safeguarding legitimate interests is what every employee should do. When communicating with customers, you can't win the favor of customers at the expense of losing interests; (2), more can't lose or the interests of others, in exchange for customers' personal thanks or personal benefits. Second, communication skills with customers: 1, grasp the customer's heart: (1), understanding each other's psychology is the premise of good communication with people. Only by understanding and mastering each other's psychology and needs can we be targeted in the communication process; (2) You can do what you like properly, and the other person may regard you as his confidant, so the problem may be solved better or at least you have succeeded half way. 2. Remember the name of the guest: (1). Remembering the names of guests can make people feel happy and satisfied, which is a very useful magic weapon in communication; (2) Remembering the guest's name is more effective than any kind words, and it can move the other person's heart. 3, don't be stingy with your "top hat": (1), the deepest desire of human nature is to have the appreciation of others, which is what distinguishes human beings from other animals; (2) Always wear a "high hat" for guests, and maybe you will change a person's life; (3) This can further develop people's potential, and people wearing high hats can feel valued. 4. Learn to listen: (1) In communication, we should pay full attention to the importance of "listening", be good at expressing our own views and opinions, seize the hearts of customers, and let them accept your views and opinions. This is only half the success of your communication. The other half of success is being good at listening to guests. (2) Whether a person can listen is an important sign of whether a person can communicate with others, whether he can really communicate with others and be a loyal listener. At the same time, let the guests know that you are listening, and take both praise and complaint seriously. 5. Pay your sincerity and enthusiasm: (1), people will always change their minds. Only when you are sincere to others can guests be sincere to you; (2) Treat people sincerely, but also with enthusiasm; (3) Only by showing your sincerity and enthusiasm can communication succeed. "Sincerity" is a necessary condition for successful communication. 6. What songs to sing on what mountain (1), different communication occasions need different communication methods; (2) Different people need different communication methods. 7. Cultivate a good attitude (1). Only if you have a good attitude can guests accept you and get to know you; (2) Be enthusiastic when communicating; (3) When communicating, treat customers like friends. 3. Communication with the owner during the occupation period 1, and everything must be familiar with the business during the occupation. 2. Explain the problems raised by the owner in the occupation information to the business households in time; 3. In the process of communicating with the business owner, if the problem is not clearly explained, it should be reported to the superior leader in time to avoid disputes with the owner, so as to avoid negative effects. 4, the problems raised by the owner, the reason of the management office, should immediately notify the relevant departments for rectification, timely follow up the rectification conclusion, and report the rectification results to the owner. Iv. Handling method of customer visit complaints: Customer visit refers to a form in which the management office regularly asks the owner about the management of the community after the owner moves in. It can be done on site or outdoors, or through special visits. 1. The complaints or demands of business households are mainly in the form of letters, letters or reports to superiors and relevant departments; 2. No matter whether the complaint or request of the business owner is wrong, the customer service staff of the management office must give a reply. If the owner reflects this matter by letter, the customer service staff of the management office must reply by letter; 3. For the things reflected by the business owners, we will deal with them in time and feed back the tracking results to the owners to show our working attitude, ability and speed in dealing with problems.