To be a qualified customer service staff, we should have strict work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patiently explain to customers and listen to their opinions with an open mind. Specifically, it includes the following four aspects:
First, have full work enthusiasm and serious work attitude.
To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.
Second, skilled business knowledge.
You should have skilled business knowledge and keep studying hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as telephone bill inquiry, business inquiry, business handling, complaints and suggestions. Let customers get better service in satisfaction.
Third, answer questions patiently.
The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. If you encounter problems that customers don't understand or can't explain, you should be patient and never try again until the customers are satisfied. We should always keep the promise of "turning smiles into voices" and bring sincerity to customers. In this way, we can better improve ourselves.
Fourth, good communication and coordination skills.
Communication ability, especially effective communication ability, is a basic quality of customer service personnel. Customer service is the work of dealing with customers, listening to customers, understanding customers and inspiring customers.
Guiding customers is the basic skill when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.
In terms of skills, when recruiting customer service, all enterprises need customer service staff to have the following basic skills: good psychological quality and self-control, teamwork spirit, good listening and communication skills, guidance and judgment skills, a sense of fulfillment brought by heavy workload, dedication to work, a good understanding of the interests of the company and customers, coherent before and after speaking, proficient in language, and basic knowledge of computers and languages.
Nowadays, the market competition is becoming more and more fierce, and customer service has become one of the important problems faced by enterprises in the market. Enterprises are also aware of the importance of customer service. In addition to paying attention to the basic quality and skills of customer service staff, the salary of customer service staff has also been improved to a certain extent.
2. Basic skills of customer service
Good psychological quality and self-control ability
Full of team spirit
Good listening and communication skills (7 minutes for customers, 3 minutes for customer service)
Guidance and judgment ability
Accept the sense of accomplishment brought by heavy workload.
Be willing to work (enjoy the happiness after serving every customer)
Can distinguish the interests of the company and customers well.
Tone cadence, pleasant.
Learning ability (constantly learning new business knowledge is king! )
Logical before and after speaking, able to master the language skillfully.
Basic computer knowledge and language requirements (Mandarin)
3. The most basic knowledge and requirements of customer service.
Go to work on time, don't be late and leave early, pay attention to gfd, put on makeup at work, wear welcome clothes, wear work identification cards correctly, stand up straight and greet people with a smile. Ask first: hello, sir (boss) or miss, welcome.
Take the initiative to explain to the guests, invite them to the lobby/box/VIP room and hand them over to the waiter according to their requirements.
Guests must be active, enthusiastic and polite, establish a sense of customer first, and say hello at any time.
For the guests who enter the store, we should make records and be aware of them so as to provide thoughtful service to the guests in time.
If you enter a guest halfway, you should be serious and responsible, whether you are looking for someone or contacting the company.
When the guests arrive, they will actively introduce the consumption content to the guests, flexibly handle the consumption requirements put forward by the guests, guide the guests to sit down, fill in the welcome card and make other records.
Service personnel should have body language knowledge:
Respect guests' private space. Generally speaking, when talking with foreign guests, you should keep the distance between your bodies, and the scale of half a meter is better. If the guest goes straight ahead when talking to him, maybe you are too far away from him; If he keeps backing away, you may get too close to him.
Understand gestures that indicate fatigue and irritability. Ordinary guests, especially tourists with jet lag, may feel tired or upset within a few minutes of waiting for check-in or check-out. At this time, the guest's feet will swing slightly, and according to the survey, most people will do this after 15 minutes.
Be aware of guests' nervousness and anxiety. When guests come to the hotel for the first time, it is inevitable that they will feel strange. Usually, guests put their arms on their chests, which means they are nervous or defensive. At this time, the waiter should infect the guests with his enthusiasm. When talking with guests, he should pay great attention to the action of the guests tapping the desktop with their fingers or pencils, which is a signal of disapproval. That's what graffiti on paper means.
Correct service etiquette is a good start to make guests feel comfortable. Smiling and eye contact are very important when dealing with guests. In public places, smiling eyes and greeting language have the same meaning. If a strange foreign guest walks up to you and smiles at you, he will say "hi" or "hello". It's just a courtesy, but it doesn't mean that he will stop talking to you. It should be noted here that it is impolite for China to stare at people all the time, but if you don't look squarely at Americans, they will think that you are avoiding the problem, insincere and untrustworthy.
Body language reveals the truth. Body language usually expresses the truest thoughts and feelings, because it is easy for a person to lie, but it is very difficult to make body language lie. When we correctly understand the guests' intentions, we can take corresponding actions.
The information revealed on the feet. In the hotel lobby or banquet hall, two guests stand and talk. If two people face to face and talk very closely, it can be said that the relationship is extremely close. Don't disturb the guests unless there is something urgent at this time. On the other hand, if the shoes of two guests are at right angles, or stand apart at an angle of about 60 degrees, it can be considered that their relationship is not too deep, and the space for the third party to intervene is fully reserved. At this time, the waiter can intervene appropriately.
When the guests are dissatisfied, learn to listen attentively, use positive body language to ease the mood of the guests and show your concern for them. Body language is also an auxiliary tool for effective listening. In the face of complaints from guests, although you may not be able to speak, you also convey a lot of information through body language. If you fiddle with your hair, look around or knock on the table with your fingers, the message the guest receives is that you are not listening, which will not only solve the problem, but also "add fuel to the fire" for the guest. Positive body language includes leaning forward, smiling, ensuring eye contact and so on. The key to improving "listening" is that it is not enough to listen by yourself, but also to let the guests know that you are listening.
4. 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 diversified to ensure the safety of payment. 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.
5. What capabilities do you need to do a good job in customer service?
Customer service requires the following abilities:
First of all, we should have good personal qualities, be sincere and patient with customers, help customers solve problems, maintain the good image of the enterprise, have strong communication skills from bottom to top, respond and deal with reasonable demands in time, and be polite and explain unreasonable demands clearly. Secondly, the nature of customer service also determines the various personnel and complex situations faced by this profession, which requires customer service personnel to be familiar with the product situation, make a good response, and at the same time have the ability to claim and adjust the pressure.
Of course, behind good customer service is a good enterprise, and the personal quality is higher. If the enterprise is not formal, customer service will become a master, and all problems will be solved one after another.