Introduction: Customer service plays an important role in marketing. Good customer service will form a good reputation among customers, and a good reputation means a huge market. So how to do a good job in customer service? The following is a model essay on how to do a good job in customer service, hoping to help you.
How to do a good job in customer service model 1? Old customers who pay the bill should deliver it to their doors in person.
In the process of management, we ask every clerk to do the same. As long as you are an old customer who has bought a bill, you must personally deliver the customer to your door. Although this process is short and the action is insignificant, as long as you do this, customers will feel enough respect. In the past, after paying the bill, customers in this store were basically ignored, so it was difficult to return the bill. Therefore, we have strengthened our training, with the focus on sending customers out. On the one hand, customers will not feel left out after buying. On the other hand, this moment is also crucial, because the customer has just made a deal and needs to strengthen the recognition of the brand and service. Communicating with customers in the delivery process can not only strengthen customers' further recognition of us, but also further narrow the distance with customers. By strengthening the service for old customers, customers who are not slow to pay the bill, customers who have served and shop assistants are delivered to their doors. When sending customers away, customers are often reminded to come often and bring friends. At this time, customers are very pleasant to listen to, and often come to bring friends, because more customers come, and their performance will improve quickly!
Be sure to send greetings within two days.
Customers buy our products in the store for many reasons, which may be that they feel good about her, or that some functions of the products just meet their needs, or that they are affordable, of good quality, or even more likely to be fresh. Whatever the reason, it is a good thing to buy it after all. Don't feel that everything is fine, and don't feel that you have a loyal customer. As we all know, customers may be impulsive when buying, and will become rational when they get home, especially cosmetics. There are many brands in the customer's fitting room. If you are not careful, you will use the brand you have been using or other brands to idle our products. If you leave them for a long time, you may forget them. I wonder if you will have a similar experience? It is often seen that female friends go shopping all day and buy a lot of clothes, but many of them don't wear them after they buy them, which has become a foil in the wardrobe.
The same is true for customers. Just because they buy back our products from many products doesn't mean they will use them. So her family has another battlefield, and there are various brands competing with us. At this time, we must continue to attack. So how do we attack? That is, we must send information to customers within two days after they can buy back. On the one hand, we will remind customers to use the products or come to the store for further treatment. On the other hand, through contact with customers, we can shorten the distance with customers and reflect professional and meticulous service attitude. If some customers respond positively, it means that this customer is easy to get along with, and a little effort can build a very good customer relationship.
Three, a survey and consultation within a week.
If we can do the above two points, we will have one more link to communicate with customers, but if there is no follow-up action, all the previous work may be in vain! Because these two actions alone, customers will not have more feelings for the clerk, so we should further improve the service. You can continue to send messages to customers one week after purchase, and pay attention to their usage, especially their feelings after use. If customers have been using our products and feel good, SMS will strengthen customer service, make customers repeat customers and promote customers to introduce friends.
Fourth, we should always keep in touch with customers and maintain the relationship between customers.
If two people want to establish a better relationship, it depends on the frequency and quality of their contact, as does the communication between customers and shop assistants. Judging from the consulting situation, the highest quality of' communication' between shops and customers is that customers buy the most, and there is less time and opportunities behind. How can we strengthen the frequency and quality of contact between shop assistants and customers?
First of all, the clerk needs to keep in touch with the customer, but the customer doesn't like to send messages to harass her frequently, so we should grasp the frequency of sending messages to the customer, not too high, not too little or not, so as not to cause customers' disgust. How to grasp this degree? Generally speaking, holidays are the best time to send messages, because no one will refuse blessings from all directions during holidays. If there are no holidays, it will be almost once a month on average. The information content can be some makeup tips, new product information, skin care, life information, holiday wishes and so on. For these, customers usually care more and don't have too much resentment.
Five, there are new products, promotional activities, or a mentor to guide the store, invite old customers to experience the purchase.
It usually takes a reason to get old customers to spend again. There are many reasons, such as new products coming on the market, promotional offers, tutors coming to the store for guidance, providing higher quality services and so on. What we need to do is, when there are new products on the market, promotional activities, or tutors sent by the company come to the store for guidance, we must seize the opportunity, send a message to tell old customers and invite them to come to the store to experience. Some well-connected old customers personally called to invite them over. Don't be embarrassed. You know, this is a golden moment for old customers to spend again, and it is also a very good opportunity to improve sales performance. Compared with developing new customers, the cost of bringing an old customer back is also very low. Maybe it's just a question of information, a phone call, a small investment and a big investment. Why not?
In today's increasingly fierce competition, whoever can connect the cities on different routes into a line can occupy the air passenger transport market to the maximum extent, while the airlines that carry out transit services have developed route networks and dense flights, which can give full play to the advantages of convenient and fast air transport. Transit passengers are an important source of passengers for airlines. On the basis of meeting the needs of passengers, airlines should diversify their transit services, continuously expand their service extension, enhance their transit service functions, give full play to the structural advantages of hub radiation routes, and take convenient transit services as a platform to promote the pace of hub airport construction.
First, service is the core.
The so-called airport service is the result of the activities carried out at the airport and the activities carried out inside the airport to meet the needs of passengers. Passenger satisfaction is the ultimate standard to measure service. ? Service? This involves psychological and behavioral problems. Passengers, the right service? The demand elements of our company include closely related characteristics such as applicability, timeliness, reliability, economy, convenience and communication. Simplifying the complexity, we can find that the development of market economy makes the ultimate standard of measuring service simple and intuitive, that is, passenger satisfaction. Therefore, any service is based on a thorough understanding of passengers' needs, and all airport services are pursuing to provide passengers with all-round logistics services as quickly, reasonably, economically and conveniently as possible through all modern means and methods, so as to achieve the ultimate satisfaction of passengers.
Second, establish a sense of service
All the work of airport staff is service, and all their efforts are for service. Only by establishing a new modern service concept can we actively and creatively carry out service work. A mature airport staff will always consciously take providing quality service as their career pursuit, so as to obtain professional satisfaction.
Third, change the service concept.
Airport passenger service is a typical service industry, and its ultimate goal is to serve consumers. Passengers are happy. Therefore, the airport should take the continuous improvement of passenger travel experience as the starting point and end result of passenger service. To practice this ultimate goal, we must change the service concept, that is? From paying attention to business needs to paying attention to customer needs, from convenient management to service optimization? . The concept of changing passive service into active service can help airports identify customer needs more accurately, allocate resources scientifically, develop quality services and improve service processes, so as to comprehensively enhance the pleasant experience of airport passengers.
Fourth, establish a service brand.
The transit business room of the ground service department takes the opportunity of building a transit service brand, constantly innovates the service mode, improves the service level, and makes more and more transit passengers feel the convenience and comfort of transit. Inherit? Everything starts from the customer's feelings and cherishes every service opportunity? Service concept, carefully build a characteristic transit service brand, and strive to build a ground service guarantee network with efficient operation and high service quality. Accumulate experience, actively promote the formation of the overall transit operation mode, upgrade the transit service brand to bond the airline network, and consolidate the sales network achievements, thus promoting the construction of * * * hub service network and realizing a virtuous circle of service marketing. Provide high-quality transfer service, so that passengers can transfer more conveniently, quickly and comfortably.
Five, fully understand and meet the needs of passengers, to provide them with satisfactory services.
Balance standardized and personalized services, shape a successful service team, oppose everyone knowing only the secret code service manual, and advocate flexible innovation. Of all the major and minor relief, the best is needed, because passengers buy the whole experience of the whole journey, even before the journey begins, from booking air tickets to airport ground services, on-board services, food and drinks, seats and frequent flyer services.
Everything is convenient for customers, everything serves customers, impress customers with sincerity and win customer recognition. Every post is a land full of vitality, and the key lies in what kind of seeds are sown by those who cultivate it. I believe that as long as we do everything well and serve every passenger well, no matter what position we are in, we will reap the spring of our career.
;