Communication Rules With Customers

The etiquette of "etiquette" refers to respect, that is, in interpersonal communication, we should respect both ourselves and others.

The ancients said that "etiquette respectful to others" is actually a basic requirement of dealing with others.

We usually say that "manners are many people do not blame". If you value others, others may value you.

The "instrument" of etiquette is, as the name suggests, a ceremonial ceremony, that is, respect for oneself and respect for others.

In short, etiquette is a form of respect for oneself and respect for others. In a word, etiquette is actually the art of communication.

The art of communication in occasions

1, the use of high address is not low.

In business communication, we should pay special attention to using high address.

For example, when someone introduces a professor, he will say, "this is...

University...

Teacher.

Students are respectful of their mentors as teachers. They can also call each other teachers. Therefore, people who have experience in this respect will often use honorific titles when introducing others, that is, "high is not low."

2, do in Rome as the Romans do

In general, you may habitually ask, "are you from Qingdao or Jinan?" but when you are in Ji'nan, you should ask: "Jinan or Qingdao people?" this is also your respect for the local people. When you visit other companies, you can not say that the host is not good at East and West, and the so-called guest is not responsible for the Lord, which is also common sense.

3, correct position

In interpersonal communication, we should place ourselves and others in a position.

The reason why a lot of people have problems in interpersonal communication is that they fail to put their positions right. That is to say, in the interpersonal relationship, subordinates should be subordinates, superiors should be like superiors, colleagues should be like colleagues, customers should be like customers.

Correct position is the only way to correct attitude. This is a basic proposition in communication.

4.

Centered

In the course of business communication, we must always remember to take the other side as the center and abandon the egocentrism.

For example, when you invite a customer to dinner, you should first ask the customer's advice, what he likes, what he doesn't like, and can't order meals for his guests subjectively, which is called the correct position.

If your customer is good at expressing, you can praise him for his vivid image, humour, or theory and practice, but you can't say, "you are poor, we are all blown away by you!"

Communication takes the other side as the center. Business communication emphasizes that customers are God and customers feel good.

Respecting oneself, respecting others and showing them properly can properly handle interpersonal relationships.

Communication skills in communication can be changed from one angle to another, that is, etiquette is a communication skill.

1. Language skills

In modern communication, we all understand a common sense that "ten winds are different from wind, and hundred miles are different customs". Different industries have different requirements. Looking at problems from different angles, the result may be quite different.

For example, people who work in foreign affairs have one characteristic: speaking is moderation, if you ask them: who do you think will win in this match? They will not tell you who will win or who will lose, but tell you that there is a possibility of victory, impartiality and ambiguity.

This is the language characteristics of the profession that make them.

In October 2000, a well-known professor in Losangeles visited the US presidential election.

As soon as he got off the plane, the reporter came over to interview him. "What do you think is the winner of the US presidential election?" said the professor, who was then an official activity. He could not keep his mouth open. If the professor answered the question according to the reporters' thoughts, he would be very embarrassed if he answered the wrong question.

At that time, diplomatic language should be used. "First of all, I want to thank all the journalists for their concern. In addition, I believe that the American people are well educated people.

The American people are a nation that emphasizes independence and independence. Therefore, the American people will make their own choices in this presidential election. And I believe that whoever is elected president of the United States will promote the sustainable development of Sino US relations.

Thank you. I'm finished. "

This answer, no matter who is elected in the end, the professor will not fall into an awkward position.

2. Look at the skills of visiting cards.

When exchanging business cards, the following four points can explain the status and identity of the card holder, the experience of domestic and foreign exchanges, and the skills of the social circle's business card, and the four points of the business card.

Business cards are like faces. They can't be altered.

Is there a residential phone?

People will have self-protection consciousness in social occasions. Private house phones will not be given, or even mobile phone numbers.

Westerners talk about public and private differences, especially care about this. If you meet him for a business negotiation, you give him your home phone number. He understands that you are coming to his home, and you feel that you have taken bribes.

Is the title standing?

Business cards often offer only one title, up to two.

If you hold several positions or run a lot of subsidiaries, you should print several business cards, face different contacts and use different business cards.

Is there a country code or a regional code?

If you want to carry out international trade, there should be a 86 International Code of area code in front of the landline number. If not, then you do not have international customer relationship. If there is no area code, you will only be active in this area.

3, problem-solving skills

As a business person, people who face different industries need to face difficulties. Though they try their best to solve problems, they may not be satisfactory.

At this time, we need to seize the main contradiction and find a breakthrough to solve the problem.

The main contradiction has been solved, and the secondary contradiction has been solved.

The idea determines the way of thinking and the way of thinking determines the way out.

What kind of thinking is there?

4, the skills of calling up.

Who will hang up when you call? When it comes to this question, the most likely mistake is to hang up.

Assuming that both sides are loyal to this rule, both sides are waiting for the other party to hang up. The result is that they only take up valuable time and say some useless gossip.

So this way is not operable.

When people call first, social etiquette gives a standard practice: hang on the phone when your status is high.

If you talk to the chairman, regardless of whether the chairman is male or female, always less, subordinates respect their superiors is a professional norm. At this time, the chairman should hang up the phone first; if the head office calls, no matter what level the head office calls, he represents the higher authorities. At this time, the head office should hang up the phone; if the customer calls, the customer is God, so the customer should hang up the phone first.

5. The standard sequence of entering and leaving elevators.

(1) access to a controlled elevator.

After entering the elevator controlled by someone, the escort should come out and let the guest first in first out.

It is a basic rule of walking to give the right of choice to someone of high status or guest.

Of course, if guests are not familiar with the terrain for the first time, you should guide them.

(2) access to unmanned elevators

When entering and unattended elevators, the escort should advance and control the switch button.

The hotel elevator setting procedure is usually 30 seconds or 45 seconds. When the time is up, the elevator will leave.

Sometimes the accompanying guests are more, so that the later guests are too late to enter the elevator, so the escort should advance the elevator, control the switch knob, and keep the elevator door open for a longer opening time, so as to avoid causing inconvenience to the guests.

In addition, if there are individual guests moving slowly, affecting other guests, you should not make a loud noise in public places, you can use the elevator's call function to remind customers.

Communication is an art.

In the process of communication with people, the same goal and different ways of implementation often result in a great difference. In order to achieve the desired effect of communication, we should remember the following points in the process of communication: using the address is not low, going to the countryside to follow the custom, setting the position, and taking the other side as the center.

Communication is also a skill.

Mastering these skills -- language skills, visiting card skills, catching the main contradiction, who first hung up the phone, and the standard order of entering and leaving the elevator, can prevent you from losing your speech and behavior, and enable you to get more information from the other in the shortest time. It enables you to find a breakthrough in solving many problems.