Guo Guangchang customer knowledge 1. How does Guo Guangchang shape corporate culture?
The first important boundary in life: seeing mountains is mountains and seeing water is water.
At the beginning of the wet experience, I was curious and fresh about the world and looked at everything with a childlike heart. Everything has returned to its original price in our eyes. Mountains are mountains and water is water. I know nothing about many things, but I stubbornly believe that what I see is the most real. I believe that the world is constantly running according to the set rules, and I worship these rules like a believer. Finally, we hit a wall everywhere in reality, leading to doubts about reality and the world. The second realm of life: seeing mountains is not mountains, and seeing water is not water.
There are too many temptations in the world of mortals, and too many hidden rules are hidden behind the mask of hypocrisy. What we see is not necessarily true. Everything is like looking at flowers in the fog, as true as fantasy, as true as false. Mountains are not mountains, and water is not water. It is easy for us to get lost in reality, which is followed by confusion, hesitation, pain and struggle. Some people are addicted to the lost world, and we begin to understand the world with our hearts. The third realm of life: seeing mountains is mountains and seeing water is water.
This is an insight into the world after returning to nature, but not everyone can reach this level. Life experience has accumulated to a certain extent, and constant introspection has given me a clear understanding of the world and my pursuit. Realize that "the world is a big dream, and life is cool several times in autumn", and know what you are pursuing and what you are giving up. At this time, seeing mountains or mountains, seeing water or water, just this mountain and water have another connotation in my eyes.
2. Do you know Guo Guangchang?
Guo Guangchang was born in an ordinary peasant family in Yoichi Higashi, Zhejiang Province, and obtained a master's degree in business administration from Fudan University.
Guo Guangchang, who started with 38,000 yuan, became the richest man in Shanghai through unremitting efforts, thus winning himself the reputation of "China Buffett". With the rapid development of Fosun in recent years and the blessing of relevant favorable policies, Guo Guangchang is full of confidence in taking root in China and becoming more China. In the 20 15 hurun rich list, he won the 17 th place with a net asset of 50 billion yuan, a veritable richest man in Shanghai! After the 19th National Congress! Guo Guangchang regrets a lot! Guo Guangchang said that Fosun's overseas investment will bring more business. Fosun will continue to take root in China and global development, and strive to build a global happiness ecosystem centered on family customers, so that customers can enjoy healthier, happier and richer products and businesses in this ecosystem. This is Guo Guangchang's beautiful vision.
3. Customer knowledge
The following content comes from kmpro knowledge management analysis of a bank's customer service center, which may be helpful to you.
Analysis of knowledge management in customer service center (1) In terms of application system, the existing knowledge base has simple functions and slow query speed, which can no longer meet the needs of our daily work and business development. If the search is not accurate, you can't find the qualified information in the first time, and fuzzy query is not supported.
The classification of knowledge base information is unclear, the knowledge tree is chaotic, and it is difficult to move dynamically. In the existing system, the division of authority is not clear, and technicians need to set up authority. It is hoped that the customer service center will be given the authority according to the business and position, and the business personnel will maintain the authority themselves.
Can not provide effective analysis data for backstage personnel or superior leaders. (2) The knowledge management in daily knowledge management is chaotic, and the storage and management methods of data, schemes and plans in daily work are relatively simple, which leads to some confusion in use, search and version.
Knowledge addition is complicated, the order cannot be adjusted, and the font cannot be modified. The same knowledge point cannot be added to multiple directories at the same time, which affects efficiency.
Files in many formats cannot be added directly, but only as attachments. (3) Business and management support: There are many kinds of business and knowledge points change rapidly, which requires employees to master a lot of relevant knowledge in time.
On the basis of mastering this knowledge, we should also accumulate practical experience on how to deal with customers and share these useful experiences. (D) Knowledge Discovery and Utilization In the daily work process, employees always encounter problems of one kind or another and don't know how to solve them, and they can't get answers by consulting policies and regulations.
What is most needed at this time is the help of experts, but I don't know who to look for and who the experts are to solve this problem. Without the support of a unified platform, no one can always help solve the problem.
Knowledge and experience in experts' minds lack a platform for mining, which makes knowledge not fully utilized. Moreover, due to the lack of platform, the knowledge and experience answered by experts can not be learned by more people, and can not be effectively shared and passed on, resulting in the continuous loss of expert knowledge. (5) Knowledge * * * As a customer service department, we are more customer-oriented.
And the customer's problems are always strange and varied. Facing customers, it is not enough to understand policies, but the experience and skills of job skills are very important.
However, due to the lack of a unified platform, employees' experiences are more in their own minds, and they cannot appreciate and learn from each other. Lack of communication between branches makes it more difficult to share knowledge and experience with * * *.
There is also a lack of a unified communication platform within the branches. Valuable knowledge gained through practice cannot be effectively promoted and applied, and cannot be shared and passed on to more people.
Backstage knowledge base maintainers can't know the needs of front-line agents at the first time, or some new businesses inquired by customers, and there is no platform for continuous communication. The information is lagging behind. We may not have been informed of some businesses reported by customers, and the agents have no way to reflect them. It is necessary to establish a mechanism to make preparations in advance to avoid the above problems and improve customer experience.
(VI) Post knowledge inheritance and optimization The positions in the organization are generally relatively fixed, but people are constantly flowing. After employees leave their jobs, their post knowledge and experience are lost, which leads to the inability to effectively solidify and inherit the post knowledge. New employees have no reference to learn, so they can't understand their work in a short time and get started as soon as possible.
Even if there are measures to stabilize job knowledge, they must be constantly optimized. (VII) In terms of training and assessment, the number of employees in the customer service center is large and the turnover rate is high, which makes it difficult for employees to master and accumulate consulting business knowledge. High-tech problems can not be solved in time, employees have been in the role for a long time, and their business ability can not be effectively improved.
The existing system does not have a solution for employee learning and training, and does not support online remote training and assessment. With the continuous development of business, there are a large number of employees in the customer service center at present, and the training of employees and the assessment of business ability still mainly rely on traditional methods, such as centralized and unified training of employees and information release. The efficiency and convenience of these methods can no longer meet the current needs.
The existing knowledge base system is not linked with training and performance, and can not fully mobilize the enthusiasm of agents to pay attention to knowledge base and training. (VIII) Reward and Punishment Mechanism At present, there is no reward and punishment mechanism in the system, which leads to the staff at the desk or other departments not paying attention to the knowledge base, hoping to increase the reward and punishment mechanism and make the rewards and punishments clear.
Make agents and departments pay attention to and attach importance to the knowledge base. In order to solve the above problems in business operation, the existing knowledge base and knowledge management system are sorted out. On the basis of fully understanding the existing problems, extensive research, product learning and research in the same industry have been carried out. After later discussion and analysis, and drawing on other successful cases, we think it is necessary to launch a new knowledge management system.
There are two problems to be solved in implementing knowledge management in customer service department: establishing effective processes to ensure that correct knowledge can be captured, managed and kept updated; Knowledge management system must be able to support these processes, and advanced IT system is the core of the call center based on knowledge management. With the establishment of knowledge management system and system, customer service departments and related business departments can get many benefits: reducing the training time and cost of new employees, improving the operational efficiency of business, improving customer satisfaction, reducing the time for handling and responding to customer problems, improving employee morale and satisfaction, providing users with more accurate and consistent information when facing business processes, increasing the flexibility when products and information change, and reducing the number of calls transferred to second-line support or service desks.
4. Sales skills, how to communicate with customers
Communication skills between sales and customers. Pay attention to what customers say and understand what customers think. Some customers have clear requirements for the products they want to buy. Pay attention to the customer's requirements and meet the customer's needs, and the sales will be smoother.
On the contrary, trying to sell your products blindly, interrupting customers unreasonably and chattering in customers' ears will fail in nine cases out of ten. Communication skills between sales and customers. What kind of service can you provide to customers? Please tell them. Show them that customers not only want your pre-sales service, but also want to get good service after purchasing your products. Constant phone calls, holiday greetings and so on will give them a good impression.
Don't make excuses for delaying or not doing things promised by customers, such as whether gifts and invoices are delivered in time. Communication skills between sales and customers. Let the customer know that not only he bought this product, but everyone has herd mentality. When recommending a product, the business person tells the customer in time that some similar or identical enterprises or competitors have bought this product.
This not only shocked him psychologically, but also strengthened his desire to buy. According to experience, when this company buys the same type of products, it will definitely buy more advanced products than its competitors, which will also hurt the morale of the other party.
Communication skills between sales and customers. Enthusiastic salespeople are the easiest to succeed. When the customer asks about the product, just say, I'll send you an offer. Have a look. Only when the customer's time is tight, will you say to make an offer.
That should be what I said before. I'm really sorry. I was going to introduce this product to you, but this time you may have to see for yourself. Let the customer always feel that you passed her by, let her feel unrestrained feelings, and feel that she is like a flowing iron.
If time permits, even if customers have no demand or no demand, we should receive them sincerely and enthusiastically. Who knows what position and background she is; She has no needs, how can she know that her husband has no needs? She has no needs. How can she know that none of her friends have a high professional title? This is what a friend of mine told me. Yes, we should have a "generalized customer theory"-everyone is a customer.
Communication skills between sales and customers. Simply expressing yourself as a salesman is a job with conversation as the main form. Therefore, simply expressing one's views is an important performance of salespeople. First, no matter what the content of the meeting is, we should pay attention to follow the customer's eyes. You can ask him to place an order, be outspoken about his unreasonable conditions, or agree on the time and place for the next round of talks. Two, the important affairs should be briefly explained in a few minutes, especially the opinions that are completely opposite to the customer's meaning. We should make a long story short and end the conversation on this topic as soon as possible, which is conducive to maintaining the friendly atmosphere of the conversation.
If you can't make some progress in every agreed negotiation or make a decision, you will fall into a lengthy meeting and waste time and energy. Unless it is a delaying tactic of business strategy, it is a great waste for yourself or others. Communication skills between sales and customers. Speak sincerely. Only sincere people can win trust.
We can't persuade a company with an annual output of 5 million to become a senior member once or twice a year in order to improve our personal performance. That's unrealistic and will be hated by customers.
First of all, we should learn as much about the upstream resources as possible from the company's customer base, industry, enterprise scale and other factors, and communicate with customers from the overall situation, so that customers can feel that we are professional. Secondly, we can learn about this person's temper and hobbies by chatting with the HR manager of the company.
If this person is busy, after you define this customer as a prospective customer, you can also insinuate some sweet words and learn from his assistants or colleagues. I think when you understand this, it will be of great help to your attack.
It is said that before meeting a guest, American President Washington must look at this person's hobbies on the first night. Why not? Communication skills between sales and customers. Adopting psychological persuasion strategy is the corresponding method for salespeople to negotiate with their opponents. It is a strategy to influence opponents through persuasion and guidance to change their attitudes and behaviors.
This is the most common, direct and main method in negotiation.