The necessary ability and accomplishment of customer service personnel
First, the resilience of "Calm Life"
It is very important for customer service personnel to be resilient. As a customer service staff, you have to face different customers every day, and many times customers will bring you some real challenges. For example, front-line customer service personnel, those who work in hotels, retail stores, telephone operators and telephone customer service personnel, may encounter some challenging environments.
For example, a customer in a retail store complained that he might have drunk a little wine and smashed the counter when he came in. At this time, what should you do as a customer service staff? Some customer service staff may cry at once. They have never seen such a thing. Why are customers so unreasonable? Call the police! Call! And some very experienced customer service staff can handle this matter safely. This requires some resilience, especially when dealing with some vicious complaints.
Second, the ability to withstand setbacks.
Salespeople often encounter some setbacks. What kind of setbacks may customer service personnel suffer? For example, will it be misunderstood by customers? Will you take it out on the customer service staff? Because he has suffered too much, he needs an exit. Therefore, customer service personnel need to have the ability to withstand setbacks.
3. 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 customers every day, you may be scolded by the first customer, so your mood becomes very bad and depressed. If you don't go home, 99 customers behind you are still waiting for you. Will you transfer the unhappiness brought by the first customer to the next customer? It is necessary to control and adjust your emotions, because for customers, you are always the first. Therefore, the psychological quality of excellent customer service personnel is very important.
Fourth, the ability to support full emotional commitment.
What is full emotional commitment? In other words, you provide the best service for every customer. You can't hold back, you can't say it, because there are going to be 100 people laughing today, and it is estimated that it won't last that long, so you should laugh less from the beginning. Is it okay to be a customer service? No. You need to be enthusiastic about your first customer and your last customer.
5. Aggressive and never-say-die mentality.
What is a positive attitude and never give up? Customer service personnel need to constantly adjust in their own jobs.
The external ability of customer service personnel must be supported by an internal thing, and this internal thing is literacy. So, what qualities do customer service personnel need?
First of all, we should pay attention to commitment.
"People who don't believe don't know what they can do." No one wants to deal with people who don't believe. Everyday communication is like this, let alone dealing with God. Commitment is responsibility, and you must do it when you say it.
2. Tolerance is a kind of beauty.
Sometimes, the customer service staff may face some "unreasonable" or grumpy customers. At this time, they should be able to understand him: because he is very angry, if I were him, I might be anxious; I wish I could solve the problem.
3. Be modest and honest.
It is easy to understand that you should be humble and honest to God. Relatively speaking, honesty is more important. A person's lies may be maintained by luck, but your business is not alone. The lies will be exposed sooner or later, which will only anger your customers. Just communicate with customers sincerely in the process of solving problems and keep customers for your enterprise.
4. Have empathy
We have all heard of compassion, but we need empathy more in the process of service. What is empathy? Is to think from the customer's point of view, so as to truly understand the customer's thoughts and situation. This is empathy.
Step 5 be positive and enthusiastic
A positive and enthusiastic attitude will be passed on to everyone around you, creating a warm and harmonious atmosphere, and customers will have a good impression on you. No one wants to associate with people who are sad every day. Customer service staff must bear in mind that customers always like to associate with people who can bring him happiness.
6. Service-oriented
Service orientation is a willingness to help others, which has nothing to do with work.
Generally speaking, women's service orientation is stronger than men's, and mothers are stronger than those who have never had children. This is because although the mother has paid a lot, she feels very happy-she will see the growth of her children because of her efforts, which brings her a heartfelt joy.
Some people have no service orientation or are not strong enough. Once they choose the career of customer service, they will be very painful, because they don't take the initiative to help others, and they will feel very uncomfortable every time they provide services to customers. On the contrary, if you are a person with a strong service orientation, you will find that service is a very happy thing, because you can feel happy every time you help others, and you will regard others' happiness as your own and eliminate others' troubles as your own.
Among the personality qualities of customer service personnel, service-oriented quality is the most important. If a person has no will to help others, it is conceivable that he can't pay attention to commitment, tolerance, modesty, empathy and enthusiasm at all.
Your own state of mind. You can't give up easily when you encounter difficulties and setbacks.
First of all, I suggest you start from the following aspects:
1. Do you like the customer service position very much?
2. With your knowledge of technology in this industry, can you do better customer service?
3. You are patient, confident and friendly, and you like to do customer service. Do you like dealing with others?
What's the difference between good customer service and poor customer service? To be an excellent customer service manager, you need to have the following quality requirements:
First, the basic skills and quality requirements:
1, good language skills, elegant body language skills.
Good language skills are essential skills to achieve customer communication, and mastering elegant body language skills can better reflect the professional quality of customer service staff. Your gestures, your way of speaking and your smile all show whether you are a professional customer service staff.
2, rich industry knowledge and experience, skilled professional skills.
Skilled professional skills are a compulsory course for customer service personnel. Perhaps, in a broad sense, customer service personnel can only cope with the immediate work if they have the basic etiquette and skills in the service industry. However, in today's increasingly developed economy, customers' requirements are endless, which requires our customer service personnel to be familiar with the professional knowledge of the industry and meet customer requirements in time. The customer department and customer service staff of every enterprise need to learn various professional skills.
3. Good interpersonal communication skills.
Customer service personnel have good interpersonal communication skills, and communication with customers will become smoother.
0? 1 Having good listening ability is bound to become an important guarantee for communication with customers.
0? 1 Have professional customer service telephone answering skills.
Professional customer service telephone answering skills are another important skill of customer service personnel, and customer service personnel must master how to answer customer service calls and questions.
0? 1 insight into customer psychological activities.
Quick thinking and insight into customers' psychological activities are the keys to good customer service. Insight into the psychological activities of customers is the minimum requirement for customer service personnel.
Second, the psychological quality requirements
1, emotional self-control and adjustment ability.
Some online service personnel in the customer service call center are responsible for answering customers' complaint calls, and they have to accept nearly 100 complaints and inquiries a day, so they should keep the same enthusiasm for each customer. Is it easy to do this? As long as one link goes wrong and there is an unpleasant quarrel with the customer, it is difficult to face the next customer with a positive attitude, so the emotional control ability of customer service staff is particularly important.
2. Ability to withstand setbacks.
Many customer service staff have to face all kinds of misunderstandings and even insults from customers every day, so you need to be tolerant. What's more, customers go beyond the customer service staff and complain directly to their superiors. Some complaints may be exaggerated. Originally, the customer service staff did not do so badly, but it became so bad in the customer's mouth that they should be fired immediately. Therefore, customer service personnel need to have the ability to withstand setbacks.
3. Ability to adapt to change.
The so-called resilience is an effective way to deal with some emergencies. As a customer service staff, you face different customers every day. Many times, customers will bring you some real challenges, especially when dealing with some vicious complaints, especially to be calm.
4. Full emotional support.
We should provide the best service to every customer 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. The customer doesn't know that you received 200 calls in front, but only knows that you are answering my phone now, and doesn't understand that you are tired.
5. Positive attitude and never give up.
Customer service personnel need to constantly adjust their mentality in their own jobs. You can't give up easily when you encounter difficulties and setbacks. This requires a positive attitude and never gives up.
Third, the comprehensive quality requirements
1. The service concept of "customer first"
Customer-centered service concept should run through the customer service work from beginning to end, so there should be customer-centered service concept and overall service concept.
2. Ability to handle work independently
Excellent customer service staff must be independent and have the ability to handle work independently, that is to say, you must be able to handle many difficult problems in customer service by yourself.
3. Ability to analyze and solve various problems
Excellent customer service personnel not only need to be able to do a good job in customer service, but also be good at thinking, put forward reasonable suggestions, have the ability to analyze and solve problems, and can help customers analyze and solve some practical problems.
4. Ability to coordinate interpersonal relationships
Excellent customer service staff should not only do a good job in customer service, but also be good at coordinating the relationship between colleagues to improve work efficiency. The ability to coordinate interpersonal relationships refers to how to coordinate the relationship with your own employees and colleagues in the customer service department. Sometimes the tension and unhappiness between colleagues will directly affect the work effect of customer service.