Ability and quality requirements:
1. Good language skills.
2. Rich industry knowledge and experience.
3. Skilled professional skills
4. Elegant body language expression skills
5. Quick thinking and insight into customers' psychological activities.
6. Good interpersonal communication skills.
7. Have professional customer service telephone answering skills.
8. Good listening skills
Comprehensive quality requirements:
1. The service concept of "customer first"
2. Ability to handle work independently
3. Ability to analyze and solve various problems
4. Ability to coordinate interpersonal relationships
2. The work content of Baidu's professional customer service.
I checked again on the internet, and it seems that you have a lot of power in customer service. I think the main points of your work are:
1. Give a reasonable explanation to the company's after-sales staff for their poor performance or the customers' complaints. Master some communication skills first, and then be familiar with the company's products and various systems. Only when you are familiar with it can you handle it well.
2, learn to correctly define the work content of after-sales personnel. And do a good job of reporting.
It seems that your job now is to supervise the after-sales maintenance personnel of the company. In fact, the key is to engage in the relationship between customers and customers, win the reputation for the company and avoid unnecessary troubles.
As an amateur, I won't say much (in fact, I have said enough). If I am wrong, please forgive me!
3. What major can I study to do customer service?
What you said is that you can learn nothing and do customer service as long as you have this ability. Not difficult. It has nothing to do with your chosen industry. Some primary school students are also doing this business, and some college students are also doing this business. So I don't recommend you to do this business. There is not much development. It is better to learn Sichuan food and study hard. No matter what you do, you won't worry about your job. Starting a business or working in a hotel has a bright future.
4. How to improve customer service professionalism?
In the era of rapid social and economic development, there are many opportunities for the development of enterprises. How to grasp the market and seize opportunities is the primary task of enterprises. In order to gain a firm foothold in the market, we must understand the market and customer needs. The customer is the god of the enterprise. Whoever gets customers will get the market, and enterprises will probably occupy the market, and enterprises will have opportunities for development. Therefore, improving customer service quality is a very important sales task.
Provide customers with a good buying environment. Building a people-oriented harmonious society is our social concept. A good shopping environment can attract more customers. It is necessary to set up a consultation center to provide customers with necessary water and rest places. In short, it is necessary to provide customers with the greatest convenience, improve the quality of customer service on the basis of products of the same quality, make customers willing to come, and improve the customer return rate.
Steps/methods
Etiquette: Answer and answer the phone in Mandarin, play with the microphone gently, with a steady and sincere tone and moderate volume. When answering the phone at an appropriate speed, you should first report the company name or department, such as "Hello, Company A" and "Hello, Department". If the phone rings for too long, apologize and say "thank you for waiting" after giving the company name. When looking for someone, the other party should first ask the other party's name and say "please wait a moment". When the person he is looking for is not available, he should ask whether to find someone else to replace him or leave a message, and say "goodbye" at the end of the call. Prepare post-it notes at any time, and be sure to record each other's messages for later processing. Before you make a phone call, you should sort out the talking points. When the other party answers, you should quote the company name or your department, apologize to the other party, hold down the trap and turn off the voice. When you finish the conversation, you should thank the other party and say "goodbye".
Customer service attitude: You should have a good service attitude during and after sales, especially for customer complaints. You must listen to customers' complaints with an open mind, record the problems well, coordinate with relevant departments, and report to relevant leaders at the same time, so as to meet customers' needs as far as possible without violating company regulations. The solution will not only be recognized by customers, but also bring good publicity effect, improve product reputation and expand sales groups, which is equivalent to customer publicity for our company. The purpose is to solve problems for customers and give full play to the role of service broadcasting. In the process of shopping, customers sometimes lose goods and friends because of carelessness. As salespeople, they should try their best to help customers find their lost goods and friends, comfort customers not to worry, and solve their problems in time to provide them with convenience.
Customer tracking service: track the handling of service and commodity complaints, summarize the problems left over from the day, communicate with relevant departments and determine solutions. It is very important to pay a return visit to customers from time to time. Let customers feel grateful, let customers know that the company attaches great importance to it, and increase the company's means in market competition. It can also be considered as emotional investment. Communicating with customers will increase the credibility of the company, and as a result, it will increase the competitiveness of the company.
Keep a good record of customer files: be sure to record all the information of customers as detailed as possible. This is a customer resource, and it is our food and clothing parents. Especially big customers and long-term customers. Marketing contract management is very important in enterprises. Customer information includes not only the basic information such as the customer's name, address and telephone number, but also the quantity, price, contract implementation, whether the funds are in place in time and whether there are any bad records. Through the analysis of information, we can determine the loyalty of customers, whether the company will cooperate with them for a long time, and also provide basic information for the company in the future.
Do a good job in customer complaint service: firstly, analyze the reasons for customer complaints: (1) Commodity complaints: ① price; ② Quality; ③ Incomplete; 4 expired; ⑤ The sign is unclear; ⑥ Insufficient (2) Service complaints: ① Poor staff attitude; ② Improper cashier operation; ③ Insufficient service items; ④ Improper operation of existing services; ⑤ Cancel the original service; (3) Safety complaints: ① the occurrence of accidents; (2) Environmental impact. Secondly, it should be handled according to the company's principles: customer complaints are suggestions or opinions put forward by customers on various goods and services provided by the company. As a customer complaint handler, the main purpose of handling is to properly handle customer dissatisfaction and complaints, feel respected emotionally, and minimize the impact of customer complaints. (1) Keep calm; (2) Listen carefully to customers' complaints: ① Let customers vent their emotions first; 2 Make good use of their manners and tone to comfort each other and understand the current mood of customers; ③ Listen to the details of what happened and clarify the problem; (3) Record each other's ideas in detail from the customer's standpoint, thank customers for their questions, propose solutions, implement solutions, and summarize customer complaints.
Improve the quality of employees: regularly train business personnel. Such as sales communication skills, the art of listening, marketing eloquence, key account marketing strategy, corporate reputation analysis, etc. Strengthen the management of the ideological quality and service consciousness of employees in each position, and require each employee to fulfill his duties dutifully. At the same time, organize employees to learn various professional knowledge and improve service level. Strengthen supervision and check the attendance, appearance, appearance and badge wearing of employees. First of all, we should be strict with ourselves in our work, do not be late and leave early, do not contradict customers, serve every customer with a smile, dress neatly, and plan according to the company's rules and regulations and workflow. Take "exceeding your expectations" as the service tenet, fully mobilize the enthusiasm of employees in all positions and provide satisfactory services to customers. Solve the problem in the fastest and best way, and report to the leader in time if it cannot be solved. Let customers "come on impulse and return with satisfaction."
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Matters needing attention
Therefore, customers occupy a very important position in marketing work. Customers are like free advertisements of the company. When customers have a good experience, they will tell five other customers, but a bad experience may tell twenty other customers. Therefore, how to make customers become free propagandists of the company and let the company achieve long-term business goals depends on every marketing staff of the company. Customers are consumers of our products, and their recognition will bring more tangible and intangible benefits to the company. Therefore, customer service is very important, and the quality of service will directly affect the benefits of our company.
5. What are the basic knowledge of customer service?
Eight service types in customer service:
1, information consultation:
In information consultation, we especially emphasize the direct communication between service personnel. This kind of dialogue is not only effective but also humanized, which can promote the relationship between enterprises and customers. In this process, service personnel should have a clear understanding of the form of customers, guide customers to tell real difficulties and guide customers to solve problems. It will be more meaningful if the service personnel can actively provide consultation, constantly strengthen contact with supporters and care about their use of products.
2, demonstration, operation and explanation:
As an important part of customer service activities, demonstration operation and explanation should have three characteristics: logic, comprehensiveness and humanization.
3, the human touch:
It mainly refers to the hospitality and caring behavior of operators to customers. It is also manifested in the care and protection of customers' personal and financial affairs. Finally, the human touch is also reflected in the service personnel striving for packaging products and carrying products for customers.
4. Order:
The ordering process must be polite, fast and accurate, and make customers spend the least effort as much as possible. Be sure to let customers know when, where and how to order, otherwise customers will be dissatisfied. When ordering food, customers can be guided by service personnel.
5, bill processing and payment:
Payment methods should be convenient and safe, and payment methods should be varied. In addition, the security of payment should be guaranteed. Stop customers.
6. Delivery service:
Delivered to the ground in time.
7. After-sales service:
Including product installation, product debugging, product repair and maintenance, guidance and training for users, visit and contact with users.
8. Others:
Generally, it includes four contents: special service requirements, customers' praise or complaints, special problem handling and compensation.
9. Basic principles of customer service
◎ Customer first ◎ Strive to satisfy customers ◎ Satisfy customers through small things.
◎ Ensure the best ◎ Always provide quality service.
6. What major did the receptionist or customer service graduate from?
Well, I also think it might be better to do customer service. If you are a receptionist, you can hardly learn anything. After graduation, I also worked as a desk clerk 1 for many years. My main job is to receive foreigners (bring tea and water), answer the phone, receive express delivery and so on. I hate it now. Customer service may need to learn more.
7. Does customer service need to master professional knowledge?
Gold medal customer service
You have to keep receiving your customers every day and compete with your competitors at any time. Only those merchants who can provide customers with "gold medal" customer service can stand in the fierce market competition. So what are the main aspects of "gold medal" customer service?
Figure 1-2 Gold medal customer service
1. Show enthusiasm, respect and care for customers.
"Customer is God", especially the service work. Only when you fully respect customers and their needs and pay attention to customers with a warm working attitude will customers be satisfied with your service and you can occupy a favorable position in the competition.
2. Help customers solve problems
Customers can find you and accept your service. His most fundamental purpose is to ask you to help him solve the problem properly.
situation
Go to a restaurant to eat, if the waiter in the restaurant has a good attitude towards your service, but the food is not delicious and the price is high. You have been there once, will you go again? If you feel unwell and want to go to the hospital, then you have two choices: first, go to a private clinic. Although the doctor is particularly enthusiastic, you will not rest assured; The second is to go to a big hospital. Maybe the doctors there have a bad attitude, but you will be relieved. What is your first choice? When going to eat, delicious food is the most important thing; People who go to the hospital for treatment are the most important. It can be seen that helping customers solve problems is often the most important thing for service representatives.
3. Respond to customer needs quickly.
An important part of gold medal service is to be able to respond to customers' needs quickly. For service work, when your customers express their needs to you, you should respond to their needs immediately. In the last case, the food in the restaurant you went to was very good, but the queue time was long. If you have to wait in line for a meal 1 hour or even longer, you will definitely choose another restaurant.
4. Always take the customer as the center
For service representatives, it is also very important that you always take the customer as the center and always pay attention to his mood and needs in the process of providing services to customers.
Always customer-oriented, not just a slogan, or a service tenet posted on the wall. Always customer-centered, it should be a concrete practical action, a feeling brought to customers, such as: pouring a glass of water for customers quickly; Sincerely apologize to customers; Proactively help customers solve problems; Send a greeting card or call to greet customers on their birthdays; Prepare books and magazines for customers while they wait to kill time.
5. Continue to provide quality services
It is easy for a person to do a good deed, but it is difficult to do a good deed all his life. The same is true for enterprises. You can provide quality service for your customers, even for a year. It is difficult to provide long-term and consistent quality service to your customers. But if you really do this, you will inevitably find that enterprises will gradually form their own brands. In that case, enterprises can gain considerable advantages in the competition in the same industry.
Of course, this ability is the most difficult to obtain in the whole process of gold medal customer service, and it is also an ability that every enterprise that wants to make a difference should try its best to cultivate.
6. Put yourself in the customer's shoes.
Putting yourself in the customer's shoes is the premise of always taking the customer as the center. As a customer service representative, it is very important to always put yourself in others' shoes. Put yourself in the customer's shoes, that is, you can think from the customer's point of view, understand the customer's point of view, and know what customers need most and what they don't want most. Only in this way can we provide customers with gold medal services.
7. Provide personalized service
Everyone wants to get special "preferential treatment" If you can give your customers special service and special respect, your work will go smoothly. Personalized service includes some special requirements of customers, and you can still give special treatment and meet them in time.
If an enterprise or service representative can achieve the above seven points at the same time, then the service he presents is a genuine gold medal service.
How to face the service challenge
In today's increasingly fierce market competition, service work is also facing more severe challenges. How should people face these challenges? We should mainly start from the following three aspects:
(1) can maintain a customer-centric attitude and always pay attention to customer needs;
② Know your customer, his views on service and his thoughts;
Master an effective service skill to guide your service behavior, instead of doing things entirely by your own feelings.
If you do the above three points, then you can effectively deal with some service challenges in your work.
8. What are the majors suitable for customer service?
Customer service, a manager who provides customers with * * * products and services to meet customer needs.
Corresponding majors: At present, the enterprises that need customer service personnel involve manufacturing, finance, consulting, retail, catering, entertainment, medical care and other industries. The requirements for job seekers are generally sincerity, enthusiasm, strong affinity, good expression and communication, strong psychological endurance and team spirit. Language ability, computer level and statistical analysis of data are the necessary hard skills for enterprises to require senior customer service personnel. Therefore, students majoring in psychology, applied psychology and statistics are suitable for this job.
9. I work in customer service and want to take a junior college entrance examination. What major is suitable for customer service?
I have no customer service experience and can't answer how to do this job well.
But no matter what long working hours, there will be a tired mental state.
You need to find yourself a development goal, whether external or internal. For example, I will get a 2K salary increase this year or strive for a promotion this year; Or I'm going to study CAD or get a certificate this month; Or read two books or take notes this week. If you achieve this goal, reward yourself with a hot pot or a movie or a trip. You must have a goal in life, or you will be desperate if you mechanically repeat your nine-to-five life and quarrel with people every day. There is no hope of promotion, no salary increase, no future changes.
10. What is the professional ability of customer service?
Different customer service has different requirements. There are too many services such as telecommunications, public services and medical care. Simply put, it is to explain to the customer what he wants to know by phone (or at the front desk).