1. Invisibility: The service is largely invisible and abstract (there is no secret to winning);
2. Differences: There is no fixed standard for services, but there may be great differences;
3, inseparability; The production and consumption of services are carried out simultaneously, and consumers usually participate in this process;
4. Non-storability; The service cannot be stored.
Two, eight types of 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 diversified to ensure the safety of payment. Avoid irritating 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.
Third, the purpose and significance of customer service:
1, to satisfy customers:
Let customers trust and rely on us and become loyal customers.
What are customers satisfied with? -Products, effects, people, services ... make customers forget you.
2. How to satisfy customers:
Let nature take its course (servant style) and don't create problems by yourself.
◎ Guide correctly according to our goals (godfather style)
The customer is always right! ! ! - ?
The customer asked us if any questions were correct.
Guide customers' expectations correctly.
Fourth, the basic principles of customer service
◎ Customer first ◎ Strive to satisfy customers ◎ Satisfy customers through small things.
◎ Ensure the best ◎ Always provide quality service.
V. Customer service requirements
1, how to make customers accept you-
Understand his needs, explore his needs and guide his needs.
◎ Tell the needs that can or can't be met decisively ◎ Think of him sincerely.
2. Customers are always primary school students in front of us.
How to make customers accept your sincere concern and your products and company?
◎ The balance between the needs that can be met and the benefits that can be paid.
Sincere care-the role of science is 30%, and the role of humanities is 70% of psychology and spirit.
Became a detail, but lost to it.
Create a service function.
3, the significance of service marketing:
◎ Product differentiation is reduced ◎ Basic needs are met.
◎ Service is difficult to standardize ◎ Brand = accumulate the feelings of every transaction process.
◎ Service strategy: customer demand and relative cost ◎ Service process: real moment, delicate feeling.
◎ Service management: set an example and train strictly.
When the product difference narrows, service becomes more and more important. Service is rare, because it needs genuine sincerity, which cannot be quantified.
The process is ready. Good result is inevitable, bad process, good result is accidental, hard work can be qualified, hard work can be excellent.
Customer communication skills
First of all, service is communication:
Second, communication skills:
1, understand human instinct:
◎ calculation ◎ sense of honor ◎ comparison ◎ fear (sincerity and confidence)
◎ Curiosity◎ Competition◎ Jealousy
2. Maintain self-esteem and enhance self-confidence.
◎ Praise customers ◎ Recognize customers' efforts.
◎ Recognize customers' achievements ◎ Express gratitude to customers.
Pay attention to what you say.
◎ Listen ◎ Ask for help ◎ Praise ◎ Encourage support.
Exodus: Do you think this is better?
Do you think this ...
Do you think ... is better?
you think ...
ask a question
If the advantages of the product are repeatedly emphasized, it is better to convert it into various benefits after the consultant buys it.
Enthusiasm can win everything.
Enthusiasm comes from your heart, fiery heart!
Third, how to deal with customer complaints:
Customer complaints = expecting friends' reputation+business commitment+customer requirements = customer expectations.
Why did the customer complain: 1, and the customer got some unconfirmed information in advance? ※?
2, distrust of service personnel
3. Customers are not confident
4. The customer's expectation is not met.
5. The customer is not satisfied
6. The service personnel did not provide enough information.
7, customers have the sincerity to buy
8. The customer has no sincerity to buy.