Let me tell you about the complaint first: after receiving the complaint, I hope you can regard it as a challenge to your ability and face the complaint bravely. In the specific process, it is your duty to put yourself in a correct position, treat customers as your friends and brothers, and help brothers solve things. Let customers feel your enthusiasm.
There are two purposes of customer complaints, one is to solve the problem, and the other is to get comfort. You just need to do these two things well. Whether you will say that depends on your own ability. Remember, if you can't solve the problem, ask the leader for help in time. Comfort is as important as solving problems. If you can't solve the problem for the customer in time, give him patience and comfort first. If the customer is in a good mood in a few days, things will go away. Even if he is in a bad mood, he will give you enough time to solve the problem.
See others by yourself.
Customer service related work
1 What is customer service?
Customer service, simply put, is to provide the company's customers with the services they want and maintain the relationship between the company and customers.
Guide customers to consume the company's products (services), and provide effective help and assistance in the process of customers using products (services).
Satisfied after-sales service, and finally complete the secondary sales of products (services). For the customer service department, the range of customers is very wide.
Including external customers (contract customers, prospective customers, intended customers, etc.). ), internal customers (employees and departments of the company) and the company.
Our partners (product (service) suppliers, distributors and other units or individuals that have cooperative relations with the company). can
In other words, the customer service department is the second sales department of the company.
What is the main job of customer service?
Customer service includes pre-sales consultation, guidance during sales, after-sales service and after-sales return visit.
In the pre-sales stage, the responsibility of customer service representatives is to collect customer information, contact customers and understand their needs.
In sales, this is to guide customers to complete consumption, which is to cooperate with sales staff to explain the company's products (services) to customers.
And understand the demand of different channels for products (services), record and hand it over to relevant departments. After-sales, that is, the purpose
In the past, the focus of customer service work and job responsibilities can be summarized as two sentences: solving the problems existing in customers and providing customers with sufficient
Italian solution. Only by doing these two things well can customers be satisfied with the products (services) obtained in the company.
Italy, and can continue to consume more than twice. This is also what the customer service department means. It is also important to pay a return visit to the customer service representative.
Work, through a return visit, you can know whether the customer is satisfied with the company's products (services). If not, what is the problem?
Where is it? Is it a product (service) or a service? If it is a service, how should we satisfy our customers? If it is a product (service),
To which department should the customer's comments be submitted? With the data of "customer satisfaction", customers can be better fulfilled.
Domestic service work.
How can we do a good job in customer service?
Customer service department is the window of the company's external contact and plays a vital role in establishing the brand image of the company. The customer is the company.
The lifeline of the company, and the customer service department is a bridge between customers and the company, so it is important for the company to do a good job in customer service.
Words are very important. How can we do a good job in customer service? The key is to improve the service from the perspective of customer service representatives.
Quality, improve the quality of products (services) of companies or manufacturers. If there is a complaint, solve the problem for the customer as soon as possible.
If the problem is the customer's own use method or other problems, we should guide the customer to use the method correctly or for the customer.
Provide a satisfactory solution. "Customer first" is always the first concept of customer service staff. Always stand from the customer's point of view.
Customers solve problems, then the company will have more and more loyal customers. In the specific work, make a suitable customer for your company.
Customer service process, standardize the management system of customer service department, and regularly carry out necessary training for customer service representatives.
Complaints are always the focus of customer service. According to the previous telephone call data, a single sale of products or services,
Out of every 100 customers, 10-20 people are dissatisfied with the products (services). In this 10 people, make a phone call.
Only 2-3 people complained. So once a customer complains, it must be that the customer is very dissatisfied with the product (service).
Full, complaining in my heart. Therefore, complaints must be resolved immediately, and customer dissatisfaction must be extinguished at the initial stage. If the customer feels that production
If the product (service) is not good enough and the customer service can't help him solve the problem, then the company will lose this customer forever. Any public
Our customers are all accumulated one by one. The first one is lost, and there will be a second one.
4 customer service personnel must have the quality and psychological quality
To do a good job in customer service, the psychological quality and personal quality of customer service personnel are the key. An excellent customer service person,
When you receive a call from a customer or face a customer, you should make the customer feel that you are sincerely serving him and let him learn from it.
Your voice and expression feel that you are willing to serve him. Don't answer the customer's phone, and don't go to see the customer with emotion.
That will only spread bad feelings to customers and make the work more difficult.
The most important point of customer service: always think from the customer's point of view. The so-called "empathy" means personal participation.
Understand customers' emotions, empathize with customers' situations and feelings, and respond to customers' needs. Excellent customer service
Representative, always an excellent psychologist, feels what customers feel, thinks what customers think and explores what customers want.
Objective, and take this as a guide to carry out the service work that customers really need. As customer service, this is the first thing to do.
In addition, good communication skills and the ability to accurately judge the customer's psychology are necessary for customer service, regardless of whether the customer complains or not.
Whether it is consultation, we can learn some useful information from it, which can guide customers' emotions and effectively provide customers with ideas.
The importance of service and customer satisfaction can make customers trust and feel that someone is really serving him. if possible
To do this, you are a professional customer service staff!
At present, the pressure of customer service is the highest among all occupations. No profession faces God every day, only customer service.
How to effectively decompress is one of the "skills" that every customer service staff must have. Only in the timely release work.
Stress can keep your work mood at its best forever. A good attitude can always provide effective customer service.
The sword of service work! ! You need to communicate with customers by telephone, which can be used as an exercise of your communication skills. After receiving the complaint, I think
Dare to meet and solve complaints as a challenge. This is a must for customer service staff.
Customer service is the profession with the most training and learning. If you choose to do customer service, please be careful.