幫助客戶與改善服務的作法

幫助客戶對您意味著什麼？最常見的客戶服務情况是幫助尋求幫助的客戶，因此正確進行這種互動非常重要。如果處理得當，尋求幫助的客戶不僅會覺得自己受到了很好的對待，而且會更傾向於從您的企業購買產品和/或服務。

及時提供客戶服務

第一種讓你的客戶感到有價值的作法是儘快確認她或他。所以，當有人進入你的商店或辦公室時，你需要停止你正在做的任何其他事情，開始照顧客戶。

以友好、恰當的形式問候客戶

眼神交流，微笑，然後說“你好”。今天我能幫你什麼忙嗎？”停留一會兒，讓客戶做出回應。

樂於助人，但不要咄咄逼人

正確地做第1點和第2點通常都是顯示出急於幫助客戶所需要的。記住，第一印象是幫助客戶的關鍵。

對最初問題做出回應的客戶，如“我只是想四處看看”，應在一段可接受的時間後（這將根據業務類型、樓層佈局等而有所不同）再招呼他們，並詢問他們是否有任何問題或是否找到了他們要找的東西。

直接處理客戶請求/解决客戶問題

• 解决問題：當客戶詢問您問題時，請仔細傾聽所說的內容。如有必要，在客戶發言結束後提出澄清問題，以獲得更多細節，幫助您解决客戶的問題。當客戶說話時，不要打斷她。
• 瞭解企業的產品和/或服務：確保您和您的員工完全瞭解您的產品和服務。確保所有員工都知道“展示知識”和“炫耀”的區別。顧客不會來聽關於特定產品或服務的講座。為了良好的客戶服務，告訴客戶他們想知道什麼，而不是你所知道的一切。
• 展示相關產品和/或服務的知識：客戶通常比較產品和/或服務因此此您和員工也需要能够做到這一點。畢竟，你可以為他們節省一次去另一家商店的功夫。您還需要瞭解與您的產品相關的任何附件或零件，這樣您就可以告訴客戶，如果您沒有提供它們，他們可以從哪裡獲得它們。
• 能够提供相關建議：客戶通常會有一些問題，這些問題不是直接與您的產品或服務有關，而是與它們相關的。例如，對硬木地板感興趣的客戶可能想知道清潔硬木地板的最佳方法是什麼。您給出（或無法給出）的答案可能會對購買決策以及客戶對您的客戶服務的感覺產生很大影響。

開朗、禮貌和尊重

以專業的態度禮貌地對待所有客人。記住，你自己想要如何被對待。

恰當地結束客戶服務互動

你應該通過積極建議下一步來完成對客戶的幫助。如果她準備在此時進行購買，引導客戶到結帳處，在那裡您或其他人將與他們一起辦理付款手續。

如果客戶此時還沒有準備好購買，您建議的下一步可能是進一步邀請客戶參與商品或服務，例如，“還有什麼我可以幫助您的嗎？”“你想要一本小册子嗎？”

做好客戶服務的秘密

提供良好的客戶服務是很基本的。其中最秘密的部分是，始終為您的所有客戶提供良好的客戶服務。希望上面的提示能幫助您和您的員工完成這一任務。如果你能始終如一地提供客戶服務，把客戶帶回來，您不僅會建立客戶忠誠度，而且會獲得積極的口碑廣告和增加銷售。

How to Help Customers and Improve Service

What does it mean to help customers? The most common customer service scenario is to help clients seeking help, so it is very important to interact correctly. If handled properly, clients seeking help will not only feel well treated, but will also be more inclined to buy products and/or services from your business.

Provide timely customer service

The first way to make your client feel valuable is to confirm her or him as soon as possible. So when someone enters your store or office, you need to stop doing anything else and start caring for your customers.

Greeting customers in a friendly and appropriate manner

Make eye contact, smile and say "Hello". What can I do for you today? Stay for a moment and let the customer respond.

Be helpful, but don't be aggressive

Doing Points 1 and 2 correctly usually shows an eagerness to help customers. Remember, first impression is the key to helping customers.

Customers who respond to initial questions, such as "I just want to look around", should be greeted after an acceptable period of time (depending on the type of business, floor layout, etc.) and asked if they had any questions or found what they were looking for.

Direct handling of customer requests/solving customer problems

• Problem solving: When a customer asks you a question, listen carefully to what is said. If necessary, clarify the questions after the customer's speech to get more details and help you solve the customer's problems. Don't interrupt a client when she is talking.
• Understanding the products and/or services of the enterprise: Make sure that you and your employees are fully aware of your products and services. Make sure that all employees know the difference between "showing off knowledge" and "showing off". Customers will not attend lectures on specific products or services. For good customer service, tell customers what they want to know, not everything you know.
• Show knowledge about products and/or services: Customers usually compare products and/or services, so you and your employees need to be able to do the same. After all, you can save them the time to go to another store once. You also need to know any accessories or parts related to your product so that you can tell customers where they can get them if you don't provide them.
• Provide relevant advice: Customers usually have some problems, these problems are not directly related to your products or services, but related to them. For example, customers interested in hardwood flooring may want to know what is the best way to clean hardwood flooring. The answers you give (or fail to give) may have a significant impact on the purchase decision and the customer's perception of your customer service.

Openness, courtesy and respect

Treat all guests with professionalism and courtesy. Remember, how you want to be treated.

Appropriately End Customer Service Interaction

You should help your customers by actively recommending the next step. If she is ready to make a purchase at this time, lead the customer to the checkout office where you or others will check in with them.

If the customer is not ready to buy at this time, the next step you suggest may be to further invite the customer to participate in the goods or services, such as, "What else can I help you?" "Do you want a brochure?"

Secrets of Customer Service

Providing good customer service is very basic. The most secret part is always to provide good customer service for all your customers. I hope the above tips can help you and your employees to accomplish this task. If you can consistently provide customer service and bring back customers, you will not only build customer loyalty, but also get positive word-of-mouth advertising and increase sales.

如何請求推薦並獲得更多客戶

 請求獲得推薦不像你想象般的困難

你已經知道，獲得推薦是促進業務發展的最佳途徑之一。

你可能沒有意識到的是，你可以通過做一件簡單的事情——學習如何詢問推薦人，來成倍地新增你得到的推薦人的數量，顯著地新增你的客戶群。

你看，不管什麼原因，許多小企業的人都不為推薦而煩惱。也許他們只是假設他們的客戶會對他們口碑很好。

也許他們覺得要求轉介，會不舒服。當然，他們希望得到推薦，但他們沒有做任何公開的事情。所以當工作完成後，他們就走開了，把一半的晚餐留在盤子裏。

在桌子的另一邊，客戶有他自己的顧慮。他們都與幫助你發展業務和吸引更多客戶沒有任何關係。但是假設你做的很好，客戶對你的表現很滿意，那並不是他們不想幫你，而是他們永遠不會想到這件事……除非你開口要求他們。

那麼你想得到更多的客戶嗎？然後拋開你的神經質，強迫自己養成向每一個滿意的客戶尋求推薦的習慣。

如何要求推薦：克服你的恐懼

· 記住，大多數人喜歡幫助他人（如果他們沒有負成本）。

· 提醒自己，最糟糕的情况是客戶說“不”。這，不太可怕吧？

· 在你的項目例行計劃中要求客戶推薦其他潛在客戶。對於大多數項目，都會與客戶進行最後一次會面，這是要求推薦的最佳時機。

使用腳本請求推薦

至少在要求推薦之前，讓這樣的做法這成為你的一個習慣。

記住，你不是在做奧斯卡獲獎感言。

當你推薦要求時，要真誠和直接。比如說：

“我真的很高興你對我的工作感到滿意。如果你把我的名字傳給任何你認識的對我的工作感興趣的人，我會非常感激的。我可以多留幾張名片給你嗎？”

把多餘的名片留給別人會讓他們更容易把你的名字和聯繫方式傳給別人。

這個腳本的另一個版本是更直接，當你請求推薦人的時候，你會想要直接得到其他潛在客戶的名字。例如，您可能會說：

“我真的很高興你對我的工作感到滿意。我一直在尋找推薦人，想知道你是否認識其他對我的工作可能會感興趣的人。”

停下來看看他們說什麼。有些人會提供一些名字。有些人會說，“是的，也許”，但不會提供任何進一步的資訊。有些人會說“不”，但至少你試過了。

如果他們提供姓名，記下姓名，詢問對方是否介意你直接聯系他們，或者他們是否願意自己把你的資訊傳給他們。如果他們不提供姓名，就像前一個請求推薦腳本一樣，詢問您是否可以留下一些額外的名片，以便他們傳遞。

對做要求推薦的提示

· 應該當面提出推薦要求。這不僅是對你的客戶更尊重，而且更能成功。如果某人站在他們面前，人們總是更有可能為別人做些事情。（如果您不方便安排出當面會面的情况下工作，可以通過電子郵件或電話請求推薦。）

· 如果可能的話，提交帳單時不要要求推薦客戶。

· 您請求推薦的時間也是可以向客戶索要一份推薦書、公司的簡短書面背書或您的作品的最佳時間，如果您有一份和其他行銷資料如小册子，您可以在您的網站上使用這些資料。（不要指望有人當場為你寫推薦信；要麼給他們留一張他們可以使用的列印卡或表格，要麼讓他們用電子郵件發給你。）

你要求推薦的越多你得到的就越多

不要讓你自己的羞怯或恐懼阻礙你的業務發展。推薦人會給你更多的客戶。而且你要求的推薦越多，你得到的推薦就越多。這是因為客戶知道你想要一些。這是一個小小的努力，但是可以得到一個巨大的回報。

How to Ask for Referrals and Get More Clients

Asking for a referrals is not as difficult as you might imagine.

As you already know, getting a referral is one of the best ways to promote business development.

What you may not realize is that you can multiply the number of referees you receive and significantly increase your client base by doing a simple thing - learning how to ask a referee.

You see, for whatever reason, many people in small businesses are not bothered by the referral. Maybe they just assume that their clients will have a good reputation for them.

Maybe they feel uncomfortable asking for a referral. Of course, they want to be recommended, but they don't do anything public. So when the work was finished, they went away and left half of the dinner on the plate.

On the other side of the table, the client has his own concerns. They have nothing to do with helping you develop your business and attracting more clients. But suppose you do well and your clients are satisfied with your performance, it's not that they don't want to help you, it's that they never think about it... Unless you ask them.

So do you want more clients? Then put aside your neuroticism and force yourself to develop the habit of seeking referrals from every satisfied client.

How to Ask for referral: Overcome Your Fear

· Remember, most people like to help others (if they don't have a negative cost).

· Remind yourself that the worst scenario is when the client says no. Isn't that terrible?

· Request clients to recommend other potential clients in your project routine plan. For most projects, the last meeting with the client is the best time to ask for referrals.

Use scripts to request referrals

Make this a habit, at least before you ask for a referral.

Remember, you're not making an Oscar-winning speech.

When you ask for referrals, be sincere and direct. For example,

"I'm really glad you're satisfied with my work. I would appreciate it if you could pass my name to anyone you know who may interested in my work. Can I leave you some more business cards?

Leaving extra business cards to others will make it easier for them to pass your name and contact information to others.

Another version of this script is more direct, and when you ask for referrals, you want to get the names of other potential clients directly. For example, you might say:

"I'm really glad you're satisfied with my work. I've been looking for referrals to see if you know anyone else who might be interested in my work."

Stop and see what they say. Some people will provide names. Some people will say, "Yes, maybe," but will not provide any further information. Some people say no, but at least you tried.

If they provide names, write them down and ask if they would mind contacting them directly, or if they would like to pass on your information to them by themselves. If they don't provide names, just like the previous request referral script, ask if you can leave some extra business cards for them to pass on.

Tips for asking for Referrals

· Referrals should be made face to face. This is not only more respectful to your clients, but also more successful. If someone stands in front of them, people are always more likely to do something for others. (If it's not convenient for you to arrange for a face-to-face meeting, you can request referrals by e-mail or telephone.)

· If possible, do not ask for referral when submitting bills.

· The time when you request a referral is also the best time to ask a client for a referral, a company's short written endorsement or your work. If you have a copy of other marketing materials, such as brochures, you can use these materials on your website. (Don't expect someone to write you a letter of referral on the spot; leave them a printed card or form they can use, and let them email you.)

The more referrals you ask for, the more you get.

Don't let your own shyness or fear hinder your business. Recommenders will give you more clients. And the more referrals you ask for, the more referrals you get. This is because the client knows you want some. It's a small effort, but it pays off enormously.

有效的客戶服務

讓客戶回頭的作法

當考慮客戶服務時，請記住，客戶實際上就是它的全部內容。規則1：將客戶視為個人。一旦我們這樣想，我們就會意識到我們的業務是我們的客戶，而不是我們的產品或服務。把所有的注意力放在我們店裡的商品上，或者我們公司提供的服務上，都會遺漏最重要的部分：每個客戶。

記住這些個人客戶，這裡有一些簡單的客戶服務的提示，讓他們回來！

記住，客戶服務的質量决不可能能超過提供服務的人的質量。

你認為你可以通過支付最低的薪水，提供最少的福利，為你的員工做最少的培訓就可以獲得好的客戶服務嗎？公司不幫助客戶…但是，別的公司會這樣做。

認識到你的員工會像以你如何對待他們一樣來對待你的客戶。

員工從管理層那裡得到提示。你每天都熱情地問候員工；與他們打交道時你是否禮貌；你是否盡力滿足他們的要求；他們說話時你是否傾聽他們的要求？

你知道你的顧客是誰嗎？

如果一個老客戶來了你的公司，你會認出他們嗎？

你能叫他們名字嗎？我們都喜歡覺得自己很重要；直呼某人的名字是一種簡單的方式，讓他們知道你重視他們。（需要幫助嗎？學習如何記住名字。）

為了良好的客戶服務，多做一步

讓你的客戶的包裹中包括一張感謝信；發送一張生日卡；當你看到他們的名字或照片列印出來時，剪貼文章；當他們得到職位晋昇時，寫一張祝賀信。

你可以通過各種做法與客戶保持聯系，讓他們更接近你。

客戶是在他們進門時就受到歡迎，還是至少要在進入後30-40秒內才受到歡迎？

很諷刺意味的是，一個以價格而非服務聞名的折扣商人，卻要教會零售界在門口迎接顧客的重要性。

讓客戶受益於懷疑

你不需要向客戶證明為什麼他錯了，而你是對的。你不值得失去一個客戶。

你永遠不會贏得與客戶的爭論，而且你永遠也不應該把客戶放在這個位置上。

如果客戶提出要求獲得特殊待遇，你要盡可能回應說：Yes。或是讓他感覺到，他是VIP, 你很感謝有一個服務機會。

事實上，許多時候，客戶要的只是一個要被尊重的感覺。回應一個禮貌的回應， 關注他實際的需要，提供合適的解決作法。即使沒有立即滿足她的需要，她通常會成為回頭客，繼續向你購買，甚至就指定要由你，而非其他人，來提供給她的服務。

這可能是您的客戶服務政策的一個例外，但（如果不是非法的）嘗試這樣做。記住，你只是為一個客戶做了一個例外，而不是創造了新的政策。

您的客服人員是否接受過如何處理客戶投訴的適當培訓？或者是了解如何處理憤怒的客戶？

為他們提供在每一個可能的案例中說什麼和做什麼的指導。處於一線的人在客戶體驗中扮演著最關鍵的角色。確保他們知道要做什麼和說什麼，以使客戶的體驗成為積極、愉快的體驗。

想知道你的客戶對你公司的看法嗎？問問他們！

寫一個“你好嗎？”卡片放在出口或入門櫃檯，或將其包含在下一個聲明中。簡明扼要。詢問他們喜歡什麼；他們不喜歡什麼；他們會改變什麼；你能做得更好；關於他們在那裡的最新體驗等問題。

記住，你能夠賺大錢不是因為贏得了新客戶，而是因為你留住了老客戶。每個客戶對公司的看法都將决定你做得有多好，這種看法將取決於你提供的客戶服務水准。

Effective customer service

The Way to Get Customers Back

When considering customer service, remember that the customer is actually all about it. Rule 1: Treat customers as individuals. Once we think about it, we realize that our business is our customers, not our products or services. If we focus all our attention on the goods in our store, or the services our company provides, we will miss the most important part: every customer.

Remember these individual customers, here are some simple customer service tips to get them back!

Keep in mind that the quality of customer service must never exceed that of the person who provides it.

Do you think you can get good customer service by paying the lowest salary, offering the least benefits and doing the least training for your employees? The company does not help customers. But other companies do.

Recognize that your employees will treat your customers as you treat them.

Employees get tips from management. You greet employees warmly every day; are you polite when dealing with them; do you try to meet their requirements; do you listen to them when they speak?

Do you know who your customers are?

If an old customer came to your company, would you recognize them?

Can you call them by name? We all like to feel important about ourselves; calling someone's name is a simple way to let them know that you value them. Do you need any help? Learn how to remember names.)

For good customer service, take one more step

Let your customers include a thank-you note in their package; send a birthday card; clip articles when you see their names or photos printed; and write a congratulations letter when they get a promotion.

You can keep in touch with your customers in a variety of ways to bring them closer to you.

Are customers welcomed when they enter the door, or at least within 30-40 seconds?

Ironically, a discount businessman known for price rather than service teaches the retail community the importance of meeting customers at the door.

Benefiting customers from suspicion

You don't have to prove to the customer why he's wrong, and you're right. You don't deserve to lose a client.

You will never win an argument with a customer, and you should never put the customer in that position.

If a client asks for special treatment, you should respond as much as possible by saying Yes. Or let him feel that he is VIP, you are grateful for having a service opportunity.

In fact, many times, customers just want a sense of respect. Respond to a polite response, pay attention to her actual needs, and provide appropriate solutions. Even if she does not meet her needs immediately, she will usually become a repeat customer, continue to buy from you, or even designate you, not others, to provide her services.

This may be an exception to your customer service policy, but (if not illegal) try to do so. Remember, you're making an exception for a customer, not creating a new policy.

Have your customer service personnel received appropriate training in handling customer complaints? Or how to deal with angry customers?

Provide them with guidance on what to say and do in every possible case. Frontline people play a key role in customer experience. Make sure they know what to do and say to make the customer experience a positive and pleasant experience.

Want to know what your customers think of your company? Ask them!

Write a "How are you?" The card is placed at the exit or entry counter or included in the next statement. Concise and concise. Ask them what they like; what they don't like; what they will change; what you can do better; and about their latest experience there.

Remember, you can make a lot of money not because you win new customers, but because you keep old customers. Every customer's perception of the company will determine how well you do, and that perception will depend on the level of customer service you provide.

客戶抱怨

客戶抱怨是每個面臨業務的客戶都必須在某個時間處理的問題。在零售業中，這可能一天發生數百次，而更注重業務對業務的公司不會像以前那樣頻繁地處理客戶抱怨。無論您收到多少客戶抱怨，都有一些方法可以處理這些抱怨，以確保客戶仍然是您的客戶，並再次向您訂購。

什麼是客戶抱怨？

當客戶打電話或發電子郵件、手機短信告知他們的問題時，他們可能會對這種情況感到不安或生氣。

但是，投訴中的資訊對貴公司非常重要。投訴通常會描述問題根源的項目或服務、客戶遇到的困難以及客戶希望您採取什麼措施來解决問題。有時問題很簡單，例如，客戶上周購買了一件商品，但它不再有效，因此他們需要更換。但是，投訴可能很複雜，例如某個項目超出了保修或某個項目已被客戶修改，然後客戶提供的資訊對於您如何幫助客戶處理投訴非常重要。

時效性

當客戶提出投訴時，必須儘快確認、分析和解决投訴。

如果投訴處理得很快，並且客戶對解決方案很滿意，那麼這將導致未來更多的訂單。但是，如果投訴從一個部門傳遞到另一個部門，而很少或沒有傳達給客戶，那麼問題解决的時間越長，客戶滿意度越低，這可能導致客戶不再向貴公司訂貨。

為什麼客戶抱怨對您的商業很重要？

客戶抱怨對您的商業很重要，因為您有機會解决並糾正問題，確保不會發生在其他客戶身上，並確保為投訴客戶解决問題。如果客戶有問題並且提出投訴，那麼他們將繼續對您的公司持有負面意見，可能再也不會向您訂購，並且可以將他們的負面體驗告知其他客戶或潛在客戶，這可能會否定他們聽到的任何正面迴響。因此，為了避免這種潜在的負面迴響，您的客戶必須在出現問題時通知您的業務部門，以便能够快速、成功地解决問題。

市場調查發現，投訴產品或服務並成功處理投訴的客戶有70%可能再次從供應商處訂購。

此外，95%的客戶會給供應商第二次機會，如果他們及時和積極地處理投訴。

你的員工必須接受處理投訴的培訓

當客戶抱怨某個產品或服務時，與他們交談的第一位客戶服務人員必須對他們的問題作出回應。

如果客戶認為與他們交談的人輕蔑或不關心問題，那麼這會使問題升級，因此無論您如何努力嘗試，客戶都不會滿意。

隨著社交媒體在公司行銷和推廣中發揮著更重要的作用，對投訴的最初反應感到不安的客戶可能會很快通知他們的社交網絡他們正在經歷什麼。這可能會讓成百上千的潛在客戶對你的公司產生負面的看法。

為了確保讓客戶覺得他們的投訴被認真對待，讓你的員工成為你與客戶的第一連絡人，擁有處理客戶投訴的正確技能至關重要。這可以通過電話、電子郵件、公司網站以及越來越多的社交媒體（如Facebook）實現。無論以何種方式提出客戶投訴，都必須確認連絡人並儘快成功地處理。

Customer complaints

Customer complaint is a problem that every customer facing business must deal with at some time. In retailing, this can happen hundreds of times a day, and companies that focus more on business do not deal with customer complaints as often as before. No matter how many customer complaints you receive, there are ways to deal with these complaints to ensure that the customer is still your customer and to order from you again.

What are customer complaints?

When customers call or email or mobile messages to inform them of their problems, they may feel uneasy or angry about the situation.

However, the information in the complaint is very important to your company. Complaints usually describe the project or service at the root of the problem, the difficulties the customer encounters, and what measures the customer wants you to take to solve the problem. Sometimes the problem is simple. For example, customers bought a product last week, but it is no longer valid, so they need to replace it. However, complaints can be complex, such as a project that exceeds the warranty or a project that has been modified by the customer, and then the information provided by the customer is very important for how you can help the customer deal with complaints.

Timeliness

When a customer makes a complaint, it must confirm, analyze and resolve the complaint as soon as possible.

If complaints are handled quickly and customers are satisfied with the solution, this will lead to more orders in the future. However, if the complaint is transmitted from one department to another, but rarely or not to the customer, the longer the problem is solved, the lower the customer satisfaction, which may lead to the customer no longer to order from your company.

Why is customer complaint important to your business?

Customer complaints are important to your business because you have the opportunity to solve and correct problems, to ensure that they do not happen to other customers, and to ensure that they solve problems for complaining customers. If customers have problems and complain, they will continue to have negative opinions about your company, may never order from you again, and can inform other customers or potential customers of their negative experiences, which may negate any positive response they hear. Therefore, in order to avoid this potential negative response, your customers must inform your business department when problems arise so that they can solve them quickly and successfully.

Market research found that 70% of customers who complain about products or services and successfully handle complaints may re-order from suppliers.

In addition, 95% of customers will give suppliers a second chance if they deal with complaints promptly and actively.

Your employees must be trained to handle complaints

When customers complain about a product or service, the first customer service person to talk to them must respond to their questions.

If the customer thinks the person they are talking to is contemptuous or indifferent to the problem, it will escalate the problem, so no matter how hard you try, the customer will not be satisfied.

As social media plays a more important role in corporate marketing and promotion, customers who are uncomfortable with the initial response to complaints may quickly inform their social networks what they are experiencing. This may cause hundreds of potential customers to have a negative view of your company.

In order to ensure that customers feel their complaints are taken seriously and that your employees become your first contact with customers, it is essential to have the right skills to handle customer complaints. This can be achieved by phone, e-mail, corporate websites, and more and more social media, such as Facebook. No matter how the customer complaints are filed, the contact must be identified and successfully dealt with as soon as possible.