Communication between customer service and customers 0 1
1, a beautiful opening speech is half the battle.
A large number of data show that a good prologue can obviously increase the probability of customer service getting effective clues, but how to set a wonderful prologue?
1) Set the problem method
2) Introduce yourself
Hello, do you want to know how to make a quick profit online?
Hello, do you want to build a website that can bring you customers?
Good afternoon, I'm Xiao Wang from Coolwave. what can I do for you?
Hello, the old Association for Science and Technology Hospital specializes in drugs and treatment, with quick results and no side effects. I am customer service specialist Xiao Wang, and I will serve you wholeheartedly.
Welcome to the historic Du Kang Collection. Investment promotion is in full swing. What do you want to consult?
2. In addition to the set opening remarks, we should also grasp the needs of customers. How to understand the needs of customers?
1) Search keywords by customers.
Some third-party marketing software can display keywords searched by visiting customers. By visiting the keywords searched by customers, we can judge the general needs of customers, such as whether customers are searching? Dongguan website outsourcing company? Obviously, you want to know about outsourcing, so the customer service staff should combine the needs in the reception;
2) through the customer's browsing the web page.
In the conversation with the customer, if the customer has been paying attention to or browsing a page, then the customer has doubts or worries about the problem; For example, if the customer repeatedly reviews the joining process or joining support, it is likely that the customer does not know what he wants to know about this joining;
3) Ask questions to understand
(1) Open question;
Open-ended questioning is to let customers express their views as freely as possible; For example: Hello, welcome to Cool Wave. what can I do for you? Or I'm glad to serve you. What can I do for you?
(2) Closed questions;
Do you usually choose or let the customer answer? what's up Or? No? Asking this kind of question can grasp the customer's needs faster and more accurately; For example, hello, want to know about the website construction or website operation of the trading system?
(3) descriptive questions;
Descriptive questioning is to let the customer talk about his point of view, which is helpful to understand the customer's interests or problems; For example, when the customer does not give contact information, you can ask;
For example, you don't want to give contact information. What are you worried about?
Communication methods between customer service and customers 02
(1) Use polite and energetic communication language.
Attitude is a very powerful weapon. When you sincerely consider the best interests of customers, she will naturally make a positive purchase decision on your behavior and attitude. Good communication skills are very important. Actually, the most important thing in communication is not what to say, but how to say it.
Let's look at the following examples of small details and feel the effects of different sentences:
? What about you? And then what? What about you? Comparatively speaking, the former is formal and polite, while the latter is more cordial.
? No? And then what? Really sorry? ; ? Hmm? And then what? Ok, no problem:)? The former is blunt, while the latter is more human.
? Don't accept face-to-face transactions? And then what? Sorry, I'm usually busy, so I may not have time to meet you to talk business. Please understand? I believe everyone will find the latter tone more acceptable.
By adopting a polite attitude and a modest tone, we can successfully establish good communication with loneliness.
(2) When encountering problems, blame each other less.
When you encounter problems, think about what you can't do first, and sincerely review your shortcomings to customers, and don't blame customers first. For example, if the customer clearly wrote something she didn't see, then don't just accuse the customer of not being optimistic about the product description, but should reflect on not reminding the customer in time.
(3) More empathy helps to understand the wishes of customers.
When we don't understand the customer's thoughts, we might as well ask the customer what she thinks first, and then put ourselves in the customer's position to understand her feelings.
(4) use less? Me? Words, used too much? What about you? Or? we? This will make the customer feel that we are thinking of her wholeheartedly.
(5) Respect each other's position when expressing different opinions.
When customers express different opinions, try to be considerate and understand them, and show? I understand how you feel now. At present? . ? Or? That's what I thought, but? Express it, let the customer feel that you are understanding his thoughts and can think from her point of view. Similarly, she will try to think from your point of view.
(6) Listen carefully, first understand the customer's situation and ideas, and then make judgments and suggestions.
Sometimes customers often start with a question that has no head or tail, such as? Which one should I send to my friend? , or? Is this good? Don't answer her question in a hurry, but ask the customer what she wants first. If she is not very clear, you can help her analyze her own situation and then recommend her from her point of view.
(7) Keep the same way of speaking
For different customers, we should try to speak in the same way as them. If the other party is a young mother who chooses goods for her children, we should stand in the position of the mother, consider the needs of the children and express them in a more mature tone, so as to gain the trust of customers. If you act more like a child, customers will doubt your recommendation.
If you often use online language, but when communicating with customers, sometimes she doesn't understand the online language you use, and she will find it difficult to communicate with you. Some people don't like languages that are too young. Therefore, we suggest that when communicating with customers, try not to use too many online languages.
(8) Always express gratitude to customers.
When customers pay in time or conduct transactions happily, we should sincerely thank them for their cooperation, which saves us time and gives us a pleasant transaction process.
(9) stick to your principles
In the process of sales, we will often meet customers who bargain. At this time, we must adhere to our own principles.
If the merchant has decided not to bargain when pricing, then we should clearly express this principle to the customers who ask for bargaining.
For example, postage, if a customer does not reach the package discount, but gives a customer a package, the money is trivial, but the consequences are very serious: 1, other customers will feel unfair and make the store lose discipline. 2. Give customers the impression of irregular management, and thus look down on your store. 3. Leave customers with the feeling that the product price is not proportional, otherwise why is there still a profit margin for postage? Customers will ask for the same special treatment or more negotiation when they come to shop next time, so you need to invest more time and cost to deal with it. In today's fast-paced society, time is money, and it is a responsible attitude to cherish customers' time and their own time.
1. How to improve the service communication ability of customer service personnel (2)
2. How does customer service communicate with customers?
3. Customer service and communication.
4. Customer service communication skills
5. Customer service and sales communication skills
6. How do salespeople communicate with customers?
7. How do salespeople communicate with customers?
8. How do salespeople communicate with customers?