How to do a good job of customer service

There is a saying that everyone must have heard of "a sheep led by a lion can defeat a lion led by a sheep". What does this mean? This means how important it is to be a "leader" in a team! Similarly, how to do a good job in customer service is also very important for our customer service manager. So how should this "leader" lead everyone to do a good job in customer service and how to do it? I think we can discuss it from the following aspects: clear direction, proceeding from reality, no rules, no Fiona Fang, no best service, what you should do, implementation problems, whether you attach importance to training, the importance of hotline, the mastery of policies, the power of example, the degree of informatization, and the direction of data analysis. First of all, master the status quo of customer service. We need to have a goal and direction in everything we do. As the "leader" of customer service, you should know what the customer service department should do and where the development direction is; What is the current situation, how to improve it, and what level we hope to achieve. ; Secondly, understand the expectations of business leaders. It is impossible for a business leader to understand all aspects of customer service. He may only care about the most urgent customer service related work at present. So there's a problem. You should not only complete the daily work of customer service, but also ensure the requirements of the leader. Which do you want to do first? ! Of course, first of all, we must do a good job in leadership requirements, which everyone can do! What needs to be emphasized is that you must not leave your daily work or have no customer service plan, just do it according to the requirements of the leaders. This is absolutely unacceptable! Be sure to "seven efforts to complete the work assigned by the leaders and three efforts to plan the daily work of customer service", otherwise the customer service work you manage will have a big problem! Therefore, as a customer service manager, you must understand what business leaders expect you and your customer service department to do and what effect you will achieve. At the same time, you should allocate your resources and energy reasonably according to these situations! Finally, grasp the overall environment of the enterprise. Customer service managers need to know the situation of the city, such as population, urban development direction, government policy orientation and so on. Master competitors, such as department setting, number of service halls, service quality and customer satisfaction. Customer structure types, such as income, education, product use, contribution, etc. ; Master the customer service situation of other industries, and whether there is anything worth learning. Some people may say that these are all market matters and should not be the concerns of the customer service department! In fact, many of our customer service staff really don't understand these situations! Then I want to say, you are wrong! Customer service should be the pioneer and scout of the enterprise. She is the most direct and reliable department to contact customers. If you don't master these data, you can only be considered as an unqualified customer service manager! As the saying goes, "know yourself and know yourself, and you will win every battle." Only by mastering these situations can we know what we are doing, and at the same time provide effective data for the market department to formulate market development policies and high-quality reference data for enterprises to formulate enterprise development policies! In short, the customer service department should not only position itself tactically, but also give her a higher position, that is, consider it from the strategic level of the enterprise! Starting from reality, each industry has its own characteristics, and the content and responsibilities of customer service will be different. The standard responsibilities and work contents of customer service were discussed earlier. Now let's talk about how to do a good job of customer service in combination with this industry. As the "leader" of customer service, combine the characteristics of your industry and focus on building a customer service system. Generally speaking, a complete customer service system should include customer service organization management, customer service relationship management, key customer management, customer information management, customer service quality management, after-sales service management and call center management. From the perspective of customer service, the service is endless, and the more perfect the better. But for an enterprise, resources are always limited. Generally speaking, it is not necessary for an enterprise to establish such a complete customer service system. The key is to look at the situation of enterprises and industries, and should use limited resources in key business areas. That is to establish a customer service system according to the characteristics of the industry. For example, if your customer service objectives include sales content, then it is possible to establish a key account management module. And there are many customer service departments that have no sales tasks (especially smaller enterprises). For another example, is it necessary for smaller enterprises to establish call centers? Time-consuming and laborious work may not be effective, but at most one customer service hotline is enough. Therefore, the establishment of customer service system must closely focus on the core work of your industry, and big and complete things are not necessarily good! The key is to look practical! In addition, the development stage of a company is different, and the focus of work is different. Customer service managers should closely combine their own conditions to determine the development direction of customer service, and set reasonable development goals, and make progress every day, week, month and year! This is good! There are no rules, Fiona Fang. After you have mastered the current situation of enterprise customer service and made clear the expectations of enterprise leaders for the customer service department, now you should start to establish the necessary formulation process for doing a good job in customer service. This is like a ruler, and all customer service work is done along this rope! For another example, if customer service means that we play the game of building blocks, and all the previous work is that you are thinking about the shape of building blocks, then your focus now is to choose the right building blocks and put them in different positions instead of "grabbing". That is to establish detailed rules and regulations, such as information management system, after-sales service system, service etiquette system, customer service center management system, training system and so on. This system is a dime a dozen in many books and online, you can download it for reference! I won't go into details here! The self-transcendence system has been formulated, so, brother, work hard and put your customer service department into operation immediately! The system needs to be tested by practice and constantly improved. The system is never perfect, only perfect! So, don't wait, fantasize about doing it perfectly before you start working. My biggest feeling is that I take the time to do what I think! Don't delay! Real people are people who make mistakes and keep improving, not people who are timid and never make mistakes! This is also a principle of employing people in most enterprises. So, don't be afraid to make mistakes! Is to check whether you act immediately, act immediately! In addition, I think summarizing is a good way to improve customer service. You can try to summarize daily, weekly and monthly by brainstorming, fishbone diagram and other methods, but remember: mobilize all customer service personnel to summarize, brainstorm and do it! Instead of "building a car behind closed doors"! What should a "leader" do? What's your main job? Have you seriously considered it? Many of our customer service friends made the same mistake, that is, they didn't distinguish the importance of their work, or they didn't position themselves well. Many new managers work hard as soon as they take office, boring their heads and killing themselves! To tell the truth, it is really good for us young people to have this spirit, which is worthy of recognition. This is also the characteristic of our young people! But one day, you suddenly look up and find that you are the only one working, while the people below you are carefree ~ ~. What is your face? ! In fact, it's not your subordinates' fault, not that your subordinates don't work, but that they don't know what to do! Because you did all the work that should be done by them! ! Why is this happening? The problem is still with you! Because you haven't figured out what the customer service manager should do. Or you didn't change the color of your feet. Now you are a general in charge of the whole army, not a soldier who used to charge. So, what is the main job of the customer service manager? It is nothing more than planning, training, supervision, coordination and assessment (the elements of management)! It is a plan that you will break down the customer service objectives to everyone under your command. Providing them with and teaching them how to use the necessary tools, technologies and other support is training; Your man has a problem, you come forward to help, this is coordination; Usually always pay attention to their work progress and completion results, which is supervision; Finally, monthly/quarterly/annual summary of gains and losses, give them evaluation, this is the assessment! All right! These are the main tasks of the customer service manager! Do this well and you will become a great manager! I have been working on this issue for so long, and my greatest feeling is that implementation is very, very critical! You have 110,000 good ideas and ideas. If you don't implement them, it will be daydreaming! Nothing! This is my deepest experience! There is a saying that what China lacks is not a strategist, but a doer. That's true! Therefore, as a customer service manager, you must always pay attention to whether your employees have achieved the goals you set! I suggest you take a look at Yu Shiwei's lecture on execution. There is a word called "return" in it, which is report. Whenever your subordinates see you, they should think of "rewarding" the progress of the work. Don't wait for you to be anxious, don't wait for questions, and don't wait for you to fail to achieve your goal on time before thinking of "rewarding" you! Remember, in that case, it's not his fault, but because you are a second-rate manager! Do you attach importance to training? If you want to do a good job in customer service, you need patience, seriousness, passion, a lot of skills and profound professional knowledge! You must first have considerable industry knowledge and professional skills; Secondly, we should not only thoroughly understand the company's rules and regulations, but also be familiar with the national requirements and regulations for the industry; Thirdly, we should have certain communication, negotiation and marketing skills; Finally, you should really love this job! In fact, customer service is really a challenging job, which can reflect your comprehensive ability! Unfortunately, many enterprises do not take customer service seriously! What a pity! What a pity! If the comprehensive quality or professional knowledge of customer service personnel is to reach a fairly high level, then training is very important for customer service. You must train your employees every day, every month, every year and every moment. The success or failure of training is related to the improvement of your customer service. To say the least, training is also responsible for your employees, and it is a big gift and generous reward you give them. This can't be deprived by anyone, and it will be inexhaustible for life. Your people will thank you for this and remember you! Some people may say that we have so much work and are so busy all day, how can we have time and money to train employees? I want to say, first of all, time can always be squeezed out like a sponge; Secondly, training is not just inviting a teacher to give a lecture, but also called training. Training is your sincere teaching to your subordinates. Our weekly summary meeting will learn from examples and communicate with each other, giving subordinates more opportunities for performance. Also pay attention to the way of training. It is not only you who hand out papers, but he answers them. We can carry out training through on-site observation, on-site simulation, film appreciation and other ways and forms. You can also ask the internal staff of customer service to write their own teaching materials to teach you evaluation. This is also a good training method to stimulate everyone's enthusiasm. I think this aspect can also be discussed on a special topic. Therefore, please take training as the top priority. About customer service hotline service is very important for an enterprise. We can call the small one a hotline and the big one a call center. No matter what it is called, hotline service is very important to our gas enterprises, and it should be given higher status and power. Hotline service has the right to supervise and evaluate the completion of special tasks by responsible departments or individuals. It is best for the general manager of the company to be directly responsible and listen to the work report regularly. Is there a national standard for policy control in our industry? Are you familiar with it? Is there an industry standard? Are you familiar with it? Are there any special rules? Are you familiar with the rules and regulations of our enterprise? ..... For our customer service staff, it is very important to master the rules and regulations and industry standards of an industry and an enterprise! ! If a customer questions a certain aspect of the enterprise's laws and policies, you should be able to explain to the customer according to the national industry standards, so that the customer can understand the enterprise's practices because of your professional answers. The Power of Example Grandpa Mao said that example is political power! To promote an example is to promote a spirit worthy of promotion, a value that has always been commendable, a principle worthy of implementation, and an experience worthy of promotion. Grandpa Mao also said that the examples are vivid, concrete, practical and more acceptable. To tell you the truth, I really admire Grandpa Mao. His old man's house is a master who sets an example! For the customer service manager, it is really necessary to study this passage of Grandpa Mao! Because customer service is too suitable to lead by example to drive everyone's enthusiasm, so that everyone can be in line with your established values and spirit! By setting an example and learning from it, I think it is a cost-effective "sale" with low input and high output. In the process of informatization, we are now using customer service software. Why do you call it? CRM？ ERP？ Whatever it's called will do. The reason why we go to such a system is because we have our purpose! What do we need this system for? Let's see what function it should have first! A set of customer service software should at least have the following functions: recording, statistical analysis and business process. What are you recording? Need to record the customer's name, contact number, residence, product use, complaints, maintenance, etc.; What is statistical analysis? Need to analyze monthly sales, quarterly sales, annual sales, abnormal customers, abnormal reasons and so on; Business flow mainly refers to the seamless connection between customer service modules and departments. Simply put, any work can be completed through the system with various modules and departments, that is, paperless office can be realized! Data analysis customer service work is relatively complicated and trivial, with the most complete and rich customer data, which can even be described as massive. What should we do with so much data? In fact, a lot of information is very useful for enterprises! It depends on how we refine the discovery! So for customer service, data analysis is also a very important job! So how to extract and use this information?