Customer Service And Customer Communication Skills

Each person's personality is different, the way of dealing with problems is different, the way of accepting problems is different.

As a customer service person, you should feel it in the impression of first meeting or in your first speech.

There are many ways of expression, among which are:

(1) narration

This way can also be called a straight start. This expression is suitable for the content that can be expressed to you at the beginning of the contact.

If you want to have a meeting, do not analyze the customer, do not find the right way of expression, no matter what the customer needs you to say, you just act according to your wish, explain the background, the introduction and the examples in advance, so that the customer will think you are wasting time.

The common feature of such customers is that men are the majority; they express clear thinking, have a bold and open personality, and show an active contact.

(2) description

Some people will say that there is any difference between Narration and description? First of all, the theme of these two expressions is different, and they tell you from different angles.

If the narration is based on the first person interpretation, the description is the third person.

Different understanding of customers and different ways of accepting require different tables.

From the point of view, some customers are willing to hear your direct praise for their services or products. He thinks you are very frank and confident.

Some customers, however, feel disgusted when they hear your narration, and feel that you are in the "Wang Po selling melon, selling their own praises" and even refusing to accept the mentality.

What are we going to do about these people's character?

The way of description is the best solution. You can increase the credibility of your content by describing different cases and the use process of your customers. In this way, you may feel that you are very modest, but in your description, you can have a sense of trust in the products you provide or sell.

(3) commentary

In this way, when the customer does not know anything about what you are describing or when you have poor reception ability, we will not be enough to describe this customer. He can not understand your meaning in your narration, let alone accept your point of view.

In the process of serving customers, many people will say that such a customer is very helpless, and even that there are obstacles to communicate with customers. In fact, the real reason is that you have not found the correct communication method, and the customer's understanding ability is limited. You need to use a more detailed description, a more vivid description, that is, to explain a certain problem.

Until the customer can understand, the customer does not understand, indicating that your explanation is not in place.

(4) comment

For complaints customers, the way we need to take is not single.

Because they have formed a deep-rooted concept, how to change, the method is to comment, why not debate, in the service industry, we all understand that customers are God, is the first.

We can't completely negate the customer's view, even if the customer is wrong.

Some people can not accept others' opinions. If they encounter mistakes, they will point out directly and say, "you are wrong."

Actually, I will tell you, "you are wrong."

Such a practice has dealt a severe blow to the customer's self-confidence. Customers feel disrespectful, and may no longer be willing to continue to communicate with you.

In the process of service, we should learn to comment, and make implicit evaluations of the clients' suggestions in the process of description and description. No one is unreasonable. Even if you do not need to tell the clients directly, he will judge for himself. The role of the commentary is to make the facts you speak more appealing. As we all know, a literary form appeared in modern history, that is, "essays".

We can take a look at Lu Xun's articles, which are full of comments in the process of narration. This is the comment that makes people think deeply.

We can also use these things in a reasonable and appropriate way in our customer service.

Use various expressions to pay attention to the following questions:

(1) no matter what kind of expression you use, you need to be flexible and natural.

(2) in the course of using, do not remain the same. Choose the right way according to the customer's condition and use it flexibly.

(3) when you use it, grasp the opportunity and skillfully interlude it, so that the other side will unconsciously accept your intention and create a strong resonance.

No matter what kind of customer you are facing, you need to make several basic points to be concise, coherent and appropriate.

(4) the psychology and good psychological quality of the clients.

Faced with different customers how to choose suitable communication methods, it involves the psychological conjecture of customers. We must know what kind of state the customer is in, and what it cares most about.

These problems will not be told to you by all customers, because everyone wants to exercise their initiative. He will feel that he confesses the problem to you. It is harmful to everyone. This is the commonality of every consumer. Therefore, we need to exclude customers' mental alerts and become their friends. Then we need to consider what the customers need.

Maybe you can't provide the services you want, but if you want to find out the similarities between customers' needs and the services or products you provide for him, everyone has heard the story of selling combs to monks.