Why is it so difficult to do property customer service?

0 1, comprehensive ability of communication and expression

Understand the purpose of the home call from the short call and gain trust; Communicate flexibly and smoothly with residents of different dimensions; According to the commercial rules, refuse the improper demands of the residents; Let residents readily accept your suggested solution ... Customer service work is undoubtedly an excellent occasion to exercise comprehensive communication and expression skills.

02, service consciousness and the ability to respect others.

Pay attention to the household experience, serve the household wholeheartedly, and solve problems for the household from the perspective of the household; Residents speak badly, so respect customers and answer patiently and professionally; We will carefully record the suggestions and feedback put forward by residents and sincerely thank them for their concern about the company's products and services. This sense of service and the ability to respect others will become a lubricant for doing things.

03, the ability of emotional management

Take a deep breath in the face of unreasonable or even abusive residents. "Residents complain only about the company or this matter. He is just reflecting the problem. I can understand this anger If this happens, I will be very angry. "Try to understand the resident with empathy and treat him with the same patience, gentleness and professionalism. Both psychological endurance and endurance will be exercised. A woman with a bad temper can also be gentle and lovely.

04, time management ability

The mood of residents, the urgency of the problem, the relevance of business KPI assessment, clear time allocation and management, and reasonable incident response feedback mechanism. According to the "four-quadrant rule" of time management, the order of handling is: urgent and important things, important but not urgent things, urgent but not important things, and neither urgent nor important things. When dealing with all kinds of housework problems, it requires high time management to allocate working hours reasonably and solve housework problems effectively within a reasonable time.

05. Ability to pay attention to detail

Extract effective information from residents' long speeches or rambles, identify the real needs of residents from some clues, and promote the solution of customer problems; By looking at the customer's consumption, call times, problem evacuation records, etc. , you can understand the recent behavior of customers and adjust the coping strategies in time, which can greatly improve customer satisfaction.