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.