On The Role Of Customer Service Etiquette

Paying attention to, learning and practicing etiquette has become a realistic need for individuals to improve their civilization quality and create a good image. The etiquette norm of customer service personnel has become an important aspect of influence.

　　 First, customer service etiquette is the golden key to shape the image.

The continuous development of an industry, a unit or an organization is directly related to its social image. The social image of the customer service staff has said, "etiquette is an important medium for organizations and individuals to achieve success. It has opened a door for society, organizations and individuals to shape individual image." The good social image of tobacco industry is manifested through the service quality and service level of employees, including the service level, appearance and social etiquette of customer service personnel.

　　 Two, customer service etiquette is to coordinate the relationship between customers and me "lubricating oil".

　　 politeness And the necessary courtesy is the lubricant of interpersonal relationship and the buffer for interpersonal conflict. Customer relationship is the premise of developing cigarette marketing. It is also a guarantee for better communication with retail customers and a foundation for achieving win-win results between enterprises and customers. Because a small number of customer service staff are not strong enough, the working methods are simple and lack of enthusiasm, some retail customers have alienated the fish and water relationship with the customer service staff. Many contradictions and problems are caused by customer service personnel who do not observe customer service etiquette. In fact, a warm word can clear up past feelings; a few patient explanations can turn into a jade. Customer service etiquette can help retail customers and customer service personnel to handle various problems skillfully, reduce conflicts, ease atmosphere and resolve conflicts. If customer service personnel pay attention to customer service relationship, think of customers' needs, urgent customers' urgency, and correctly understand the needs of customers, they can build a bridge of spiritual communication in the hearts of the vast number of retail customers and customer service staff.

　　 Three, customer service etiquette is a decoration for customer service personnel.

Etiquette is a combination of virtue and virtue, which makes them useful for all the people who are close to him. Not good. Ceremony The rest of the achievements will be seen as arrogant, conceited and foolish. To reflect the noble sentiments and virtues of a customer service staff, customer service etiquette and excellent business skills complement each other. In many cases, the virtue of customer service can be displayed through customer service etiquette. In other words, we can also regard customer service etiquette as decorating ornaments for customer service personnel. A customer service staff with beautiful looks, elegant hair, decent costumes, beautiful accessories, smart language, elegant manners and elegant manners will give retail customers a fresh look. This kind of image and charm can give the retail customers a good feeling, and naturally enhance the affinity of customer service personnel, and narrow the distance between customer service personnel and retail customers. No matter how excellent the customer service personnel have the professional level and ability, if he does not attach importance to customer service etiquette, it is also difficult to win the trust of the vast number of retail customers.

　　 Four, customer service etiquette is a booster to improve the quality of customer service personnel.

Customer service etiquette requires customer service staff to always put their service in mind, having both the level of business that customers are amazed, and their generous and decent manners. Paying attention to etiquette is actually a manifestation of a person's good quality. It can be seen that etiquette is both external and intrinsic. In our daily work, the customer service personnel should consciously pay attention to the use of customer service etiquette, such as timely using polite language, constantly modifying their behavior and manners, thus forming the noble character and good accomplishment of customer service personnel. Because of the individual differences among customers, this requires our customer service staff to constantly tap their potential and creatively carry out customer service work on the basis of customer service etiquette so as to form a personalized and stable behavior and habit. Attaching importance to customer service etiquette can help customer service personnel achieve high quality and elegance. This stems from customer service etiquette so that customer service personnel strictly regulate their own words and deeds, so as to achieve the progressive influence of etiquette from outside and inside, and then distribute naturally from inside to outside.

　　 Five, customer service etiquette is " soft power "

Yan Yuan, an educationalist in the Qing Dynasty, once said, "the state is still ritual and the country is prosperous." This conclusion summarizes the importance of etiquette in all levels of society. Proper etiquette not only helps to show the image of oneself, but also reflects and affects the good image and dignity of its own unit. For a long time, the tobacco industry has always stressed the need to truly put the interests of customers in mind. This requires our customer service personnel to firmly grasp the core of service, constantly enhance service awareness, innovate service concept, optimize service mode, and enhance customer loyalty and satisfaction with intimate service. Customer service etiquette has become the "soft power" of the construction and development of the tobacco industry as well as "basic skills". If we want to have a better development advantage and strive for greater development space, we must rely on customer service etiquette to coordinate the relationship between customers and me.

Six, conclusion

In short, paying attention to customer service etiquette and focusing on corporate image is not only an objective requirement for customer service personnel, but also an important condition for the reform and development of tobacco industry.

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