How should after-sales customer service communicate with customers during discount processing?

The so-called customers: need services, such as external customers, internal customers, external customers: refer to those internal customers who need services, organizations belonging to enterprise employees, cross-business products, end consumers, internal customers: refer to workflow processes, the whole workflow process, each process comes from the previous process, and customer processes come from various departments of customers. Every position is from the customer service side, that is, the final customer can really provide excellent service. Customers are always real, and customers will inevitably make mistakes. For example, customers misunderstand and criticize products or salesmen, customers deliberately find problems, and even harass waiters by pretending to be crazy. I can indulge my customers and remember some important problems of them. I want to deal with them gently. I want to hurt customers and customers. I said: customers are the emperors of modern customer service theory, VIP customers and gold medal customers are the real enterprises. I want customers to reposition themselves. I want to choose the target market and distinguish which customers are popular and which customers are not important. Third, customer service is true: according to the original interests of customers, let customers be satisfied and make the final customers valuable. It is engraved on the loyalty of the enterprise. Customer service goes far beyond the traditional concept of customer. Corporate customers refer to the objects that the company serves, even including the board of directors, shareholders and employees. The definition of service to customers by the residents near the dealer enterprise can make the relationship between the enterprise and customers unforgettable (happy and intimate, happy self-experience), which is what an enterprise can do. Every customer who enters a company enjoys service and brings new customers. The work that the whole company can do is called customer service. Customer service is committed to meeting customer needs and exceeding customer expectations. How to develop customer service should emphasize customer service. How to understand the meaning of customer service? What aspects should customer service start from? Some people pay more attention to it. Now let's talk about the significance of self-awareness and strengthening customer service. To strengthen customer service, enterprises need to strengthen internal management, improve customer service and enhance their competitiveness by strengthening communication and cooperation, improving evaluation and training systems and other measures. Practice has proved that the average income is obvious, and the enterprise has not developed, laying a solid foundation. In the past, more attention was paid to basic work services. Due to the limitation of resources and other factors, the service level was further improved and the space was fierce. It is difficult for enterprises to stand out and highlight their own brands. I must do a good job in basic services and establish customer satisfaction for higher-level development. Query on the value of service-oriented system. Strengthen customer service to meet the needs of owners. The market competition is becoming more and more fierce. Today, every customer and enterprise must develop basic enterprises. After more than ten years of development, the owners have paid attention to basic services such as safety, comfort and beautiful environment, which requires me to carefully analyze and understand the needs of the owners, pay attention to their enthusiasm, let their service expectations be reasonably met, and establish a harmony with them. Harmonious and mutual customer relationship has made my work widely understood and supported, established a good service brand for the enterprise and improved the market competitiveness of the enterprise. What exactly is customer service? What kind of products are more common? What kind of products are more common? What kind of products are more common? What kind of products are more common? What kind of service is common? What kind of products are more common? What kind of service is common? For products that sell service cards such as monthly cards, season cards, degree cards, VIP cards, etc., the original consumption form of credit card is 20%, and the enterprise promises to make a beautiful card and give it to the card itself. It is meaningless to spend money on a card and promise to register for a 20% discount. The carrier of card-shaped service makes people feel the misunderstanding of the definition of customer service between East and West-the narrow definition point: customers are far away from buyers; Customer service only depends on the customer service department; Excellent customer service only I can help; Customers want to respect customers, including their identity; Predict the real needs of customers; After the transaction, customers can satisfy their production, enterprises and even customer service personnel. Obviously, customer service should go far beyond customers buying things. Consumers should only look at customers. The customer service department should do its duty to provide customers with better service and quality customer service. I can help customers solve their actual needs. I hope to be familiar with business dealings and understand business dealings. I like being able to make decisions. I hope to deal with customers in need and respect my position. I hope that enterprises and companies can solve the real needs and make their products meet the needs of services. The problem to be discussed in enterprise customer service competition is to meet the challenge of service competition and create enterprise customer service. Companies, enterprises and non-profit organizations are striving to provide good services to customers. All kinds of customers, including myself, are surrounded by more services. Before I talked about the brand field and the price field, the competition in the product quality field focused on the competition in the service field. High-quality customer service needs to start from enterprise service accidents. Please choose the price, it needs to be cheap. Don't talk to me about speed, quality and quality. Don't talk to me about the price. Talk to me about speed, choose speed, not price. To improve quality, you can choose a concept. For example, you can take two kinds of photos in the photo studio before waiting for an inch of bareheaded photos. Eight kinds of printing are slow, slow and cheap, and eight yuan is ten or ten weeks faster. The second price will become four or five yuan. Enterprises are deeply rooted in this concept, but now they are competing to force them to meet the three requirements of customers: speed and quality. Even in the face of severe competitive challenges, they should create a service to measure the development standard of enterprises and only report the important standard of customer satisfaction. The so-called service is to enable customers to meet special requirements and enterprises to gain competitive advantage. The gender of service is unique to their enterprise. The higher the level of customer service, the more customers they patronize and the more loyal customers they attract. Enterprises can get more profits accordingly. What is service marketing? This kind of integrated sales service, sales service and general service can stimulate competitive sales more cruelly than establishing a correct customer service concept. Service should be based on the basic business philosophy of enterprises, and the whole business process service of modern enterprises should be more than the simple service of product departments. Only if the product department sells it to customers, the enterprise will bring profits to the external contact interface with the enterprise. Only by establishing a correct concept of customer service can the enterprise customer service work be effective. The wrong customer service concept will make enterprises more and more unable to operate. It is very important for bad and satisfied employees to create satisfactory customer service, provide quality service and practice service. The quality of employees and bad service attitude directly affect the satisfaction of customer service. First, implement effective staff training: color guest service is far away from high-quality employees. Self-effective employee training II. Implementing customer satisfaction-oriented incentive measures III. Customer service should be customer demand-oriented. The service content provided by the company should be judged by service standards. What should be determined and divorced from customer needs. The essence of service work done by enterprises should be closely around the starting point and customer service work of customer demand exhibition, customer service work exhibition and enterprise exhibition. Enterprises should grasp the key points of customer service work from several aspects. Convenience demand: speed up the pace, improve the quality, and make the convenience demand stronger. The same enterprise can always deviate from the convenience of customers. Obtain and participate in the price determination process. Demand: When customers buy the same product and the products of the same manufacturer, they will know their prices within a few minutes. Computers can quickly solve the price of mobile phones in China and retailers in China. Customers can master new price information. Demand for transparency in product manufacturing process: customers want to see the business process and the progress of each link? And the demand for professional information: client China knows that extremely professional information has been selected and annotated by professionals, and now it is more and more common for laymen to read it. China Railway Station, a professional station, has begun to provide professional guidance for carefully selected and annotated information. Fourth, the customer power absolutely ignores the important part of the customer enterprise sales system. How does the essence of customer management effectively operate customer assets to develop, maintain, use and add value? Enterprises often recognize the micro-footwork of customer power, but often ignore the details of customer interests. It should be remembered that customer power ignores the failure to measure the lifetime value of customers? Customer strength is increasing? Should enterprises respond to customers' needs? 5. To hold a customer management exhibition, the customer service must be fully involved and the departments cooperate to achieve good overall results. At this stage, customer service is gradually developed from five aspects: 1. Strengthen customer service awareness. To do customer service work, we must improve our customer service awareness. Our company's service concept guidance is constantly displayed: watching CDs, listening to lectures, organizing special service seminars, printing service manuals, posting habits, case analysis, explanations and equations, creating a customer service atmosphere, making employees aware of customer-oriented thinking, solidifying each employee's thinking line through repeated training, improving customer service awareness as a whole, and establishing a good customer service awareness between departments and working procedures. Second, the combing and optimization of service processes should be oriented to customer satisfaction, and the current operation management process should be efficient and convenient, that is, consider customers from the customer's point of view. The combing and optimization of employees at the operational level includes: optimizing post settings, job responsibilities, collaborative work methods, etc. Second, the customer contact point began to sort out the service operation process; Third, integrate customer contact channels and coordinate information transmission; Fourth, improve the service standards such as customer consultation, complaints and suggestions, customer visits and satisfaction evaluation. Third, improve the basic information and recognize customers. Before implementing the service, we should first grasp the service situation and property situation as much as possible, and then do system maintenance; Only by being familiar with customer information can we provide needle-like services. I should continue to improve the basic information of the property, customer files and the use of resources. I will know the customer structure and changes in detail according to my place of origin, age and occupation. I will determine the orientation of work orientation to family members in the analysis area, understand the service orientation of the same group, and analyze the changing trend of customer demand. I will further identify customers, provide services, coordinate public relations with specific customer resources, and solve some thorny problems. Establish communication channels, master communication skills, be good at communication and establish trust relationship with customers. The key process of property service is often to arrange communication between owners after their complaints, but there is less contact between owners to solve problems in the service process and explore the needs of owners. The actual communication should run through every link of the service, such as door-to-door visit, work briefing, consultation, discussion, notice announcement, electricity, China Zhang, community and other forms, so as to communicate well with the owners, understand the deep needs, provide them with reasonable services, meet their needs, establish trust relations with them, get to know each other, understand each other, cooperate with each other, and strengthen the implementation of customer service. The quality of work depends on whether service and sex can be guaranteed and embodied by execution. All the work can be vigorously carried out to improve the quality of customer service, which fundamentally ensures that the needs of the owners can be quickly solved and can meet the requirements for the owners. My employees only need to have a strong sense of service and a strong sense of professionalism. Cooperation consciousness and all-round main service improve the overall level of customer service. I always want to be customer-oriented, strengthen customer service awareness, explore customer needs, grasp service priorities, and directly contact customers. Customers provide more important, subsidiary, meticulous and weekly services to build a more harmonious. Harmonious customer relationship wins customer loyalty and fierce market competition. Buying the current market makes enterprises rack their brains to maintain customer loyalty, even like cigarettes, which can make customers addicted to products. Competitors provide better prices or products, and customers leave immediately, and implement the strategy of retaining customers on the issue of customer loss. Company managers blame customers for being picky, competitive and selective, or their external factors can at least reflect on their own losses and mistakes. About asking customers to lose corporate responsibility and take improvement measures to remedy complaints, so that customers can buy with confidence? Carry out health care services to achieve good interaction with customers? Second, study the purchase decision with customers, study the customer purchase decision, study the customer purchase theory, the shortcut of enterprise sales, and implement the premise of customer service. Experienced customers pay more attention to the comprehensive performance of products? Experience customers pay more attention to product cost performance? Customer strategy should meet the interests and needs of specific customers. Should the supplier customer strategy be changed? Third, communication limit communication creates demand. The ideas and opinions of customers, the service concept and service characteristics of enterprises are divorced from communication. Realize two-way communication between customers and enterprises. Implement all-round communication strategy: be an appropriate listener: encourage customers to complain, master necessary information, improve customer relations and solve problems? Does the master ask the customer? Effective communication? Pay attention to its communication style. 4. Upgrade customers, improve customer asset value, improve customer profitability, change customer profitability into strong customers, and improve customer level. Should enterprises adopt the same strategy to locate customers at the same level? Gold customers become platinum customers and upgrade steel customers. Gold customers? Should we focus on the lead-level customer strategy (price increase, cost reduction, sweeping the door)? V. Sales Service Management The main purpose of sales service management is to solve the worries of customers. What are the main contents? Return and exchange management: because the market changes rapidly or because the market determines that customers need to return and exchange goods, there are no special circumstances and all conditions must be met. According to the same situation of customers, provide the same return room to prevent good customers from returning goods or changing bags maliciously. Customers often have the ability of product maintenance service. Enterprises should provide superficial support for product sales. Should the damaged package be replaced according to the actual situation? Customer complaint management: ignoring customer complaints leads to customer complaint management. Customer complaint management should be included in the work. The person in charge shall record the complaints in detail and conduct relevant investigations, and then the relevant leaders shall guide the customers to handle their opinions. The conclusion should be handled and fed back to the customer. Complaints should be filed for future reference. Customer communication skills and principles: 1. Don't show your eloquence: 1. Can quickly achieve short-term victory. Never convince customers to make their work more difficult. (2) Real communication skills to argue with customers and make them accept their views; (3) Communicate with customers as if they were real. (2) Take care of all customers: (1) If you want to convince customers, you should take care of all aspects and go straight to the point. (2), take care of the whole customer to give a face; (3) I should pay a little attention to my attitude and wording when I say it is difficult; Third, it is too necessary to show off technical terms: (1) Don't forget that flat contact can be understood professionally; (2) Explaining to customers with simple examples makes it easier for customers to understand technical terms; (3) High communication with customers. IV. Safeguarding the interests of the company: (1) Safeguarding the interests of the company. Every employee should communicate with customers at the expense of the company's interests and win the favor of customers; (2), would rather lose the company or interests in exchange for customer gratitude or seek personal gain. 2. Communication skills with customers: 1. Grasping customers: (1) first understand the principle and communicate well, then understand the principle requirements and then communicate; (2) Try to solve the problem or at least get twice the result with half the effort. Remember the guest's name: (1). Remember the guest's name to make it pleasant and can be taken seriously to meet the communication project. (2) Remember the guest's name is more effective than any kind words. (3) stingy top hat: (1) sex is a category that is deeply eager to appreciate; (2) Allow guests to change after wearing a top hat; (3) Make full use of the progress of the factory to give full play to its potential and let customers pay attention to important achievements. Listening: (1) Be good at expressing opinions and meeting customers, so that customers can get twice the result with half the effort. The other half is good at listening to customers. (2) Listening and communication can be an important sign of communication with truth. Be a loyal listener and let customers know that they are serious about compliments and complaints. 5. Pay sincerity and enthusiasm: (1) Say goodbye to sincere customers forever and be sincere. (2) Sincere hospitality should be accompanied by enthusiasm; (3) Sincere and enthusiastic communication can succeed. Sincere communication can succeed. The necessary conditions for singing in Shan Ye (1) and the need to communicate with each other in communication occasions; (2), also need to use the same communication paint, cultivate a good attitude (1), a good attitude can make customers accept the solution; (2) communication should be enthusiastic; (3) Communicate like friends and customers. 3. Communicate with the owner during the stay. 1. The administrator must be familiar with the business of handling the occupation process. 2. Explain the professional information to the owner. The owner asks questions; Three. Explain clearly the communication process with the business owner and report to the competent leader at the same level to avoid disputes with the owner and avoid negative effects. Four. If the owner raises questions, the management office shall immediately notify the relevant departments to carry out rectification, follow up the rectification conclusion and report the rectification to the owner. Four. Customer visit to handle complaints: Customer visit refers to the form of regular contact with the owner on regional management through door, electricity, outdoor or special visits. A, the owner to the level and the relevant departments to complain or request door, electricity, letter or report. Second, the complaint or request of the management household is wrong. The customer service staff of the management office must give an answer. The form of the owner's communication letter reflects that the customer service staff of the management office must reply by letter; Third, the business owner reflected that I would decide and handle this matter, track the settlement and feed it back to the owner to show my work attitude and ability to deal with problems quickly.