做好客戶服務的十誡

客戶服務是我們工作的一個組成部分，不應被視為公司的外緣部門。公司最重要的資產是客戶。沒有他們，我們就不會也不可能存在於商業中。當你滿足你的客戶時，他們不僅通過繼續與你做生意幫助你成長，而且還會向朋友和同事推薦你。

客戶服務十大戒律

知道誰是老闆。你做生意是為了滿足顧客的需求，只有當你知道顧客想要什麼，你才能這樣做。當你真正傾聽客戶的意見時，他們會告訴你他們想要什麼，以及你如何為他們提供優質的服務。永遠不要忘記，客戶支付你的薪水，讓你的工作成為可能。

1. 做一個好的傾聽者

花點時間，通過提問和集中精力瞭解客戶的真正需求。傾聽他們的話語、語調、肢體語言，最重要的是，傾聽他們的感受。當心做假設-認為你直覺上知道客戶想要什麼。你知道什麼三件事對你的客戶最重要嗎？在店面展廳，有效傾聽和全神貫注尤為重要，因為在店面展廳中，人們很可能會全神貫注——四處張望，看看我們還能賣給誰。

2. 確定並預測客戶需求

顧客不購買產品或服務。他們購買好的感覺和解决問題的方法。大多數客戶需求都是感性的而非邏輯的。你越瞭解你的客戶，你就越能更好地預測他們的需求。定期溝通，以便您瞭解問題或即將到來的需求。

3. 讓顧客感到重要和被感激

把他們當作個體來對待。總是用他們的名字和方法來讚美他們，但要真誠。人們重視真誠。它能產生良好的感覺和信任。想一想與你做生意時產生好感的方法。客戶非常敏感，知道你是否真的關心他們。每次有機會都要感謝他們。

4. 肢體語言是關鍵

在店面展廳裏，確保你的肢體語言傳達出真誠。你的言行應該一致。

5. 理解是至關重要的

幫助客戶瞭解您的系統。您的組織可能擁有世界上最好的完成工作的系統，但如果客戶不理解這些系統，他們可能會感到困惑、不耐煩和憤怒。花點時間解釋您的系統如何工作以及它們如何簡化事務。請注意，您的系統不會减少組織中的人為因素。

6. 欣賞“Yes”的力量

始終尋找幫助客戶的方法。當他們有要求時（只要合理），告訴他們你能做到。弄清楚以後怎麼辦。想辦法讓和你做生意容易些。總是照你說的去做。

7. 知道如何道歉

如果出了問題，道歉。這很容易，而且顧客喜歡。客戶可能並不總是對的，但客戶必須始終贏。立即處理問題，讓客戶知道你做了什麼。讓顧客抱怨更簡單。重視他們的抱怨。儘管我們不喜歡它，但它給了我們改進的機會。即使客戶心情不好，也要儘量讓他們感到舒適。

8. 超出客戶預期

因為所有公司的未來都在於讓客戶滿意，所以要想辦法讓自己在競爭中脫穎而出。考慮以下問題：

- 你能給那些在別處買不到的顧客什麼？

- 你能做些什麼來跟進和感謝那些不買東西的人？

- 你能給顧客什麼完全出乎意料？

9. 定期得到回饋

鼓勵並歡迎有關如何改進的建議。有幾種方法可以讓您瞭解客戶對您的服務的看法和感受。

- 仔細聽他們說什麼。

- 定期回來看看情况如何。

- 提供一種引起建設性責備、評論和建議的方法。

10. 善待員工

員工是您的內部客戶，需要經常感謝。感謝他們，並想辦法讓他們知道他們有多重要。尊重員工，很可能他們會更尊重客戶。欣賞源於上層。善待客戶和員工同樣重要。

Ten Commandments for Good Customer Service

Customer service is an integral part of our work and should not be regarded as a peripheral part of the company. The company's most important asset is its customers. Without them, we would not and could not exist in business. When you satisfy your customers, they will not only help you grow by continuing to do business with you, but also recommend you to friends and colleagues.

Ten Commandments of Customer Service

Know who the boss is. You do business to satisfy customers' needs. Only when you know what customers want can you do so. When you really listen to customers, they will tell you what they want and how you can provide them with quality service. Never forget that customers pay your salary and make your job possible.

1. Be a good listener

Take time to understand the real needs of customers by asking questions and concentrating on them. Listen to their words, intonation, body language, and most importantly, listen to their feelings. Be careful with assumptions - think you intuitively know what customers want. Do you know what three things are most important to your customers? Effective listening and concentration are particularly important in a store showroom, where people are likely to concentrate on looking around to see who else we can sell.

2. Identify and predict customer needs

Customers do not buy products or services. They buy good feelings and solutions. Most customer needs are perceptual rather than logical. The more you know your customers, the better you can predict their needs. Communicate regularly so that you can understand problems or upcoming needs.

3. Make customers feel important and grateful

Treat them as individuals. Always praise them with their names and methods, but be sincere. People value sincerity. It produces good feelings and trust. Think about ways to make a good impression when doing business with you. Customers are very sensitive and know if you really care about them. Thank them every time you have a chance.

4. Body language is the key

Make sure your body language conveys sincerity in the store and Exhibition hall. Your words and deeds should be consistent.

5. Understanding is crucial

Help customers understand your system. Your organization may have the best systems in the world to do its job, but if customers don't understand these systems, they may feel confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Note that your system does not reduce human factors in the organization.

6. Appreciate the power of “Yes”

Always look for ways to help customers. When they ask for it (as long as it's reasonable), tell them you can do it. Find out what to do in the future. Find ways to make it easier to do business with you. Always do what you say.

7. Know how to apologize

If something goes wrong, apologize. It's easy, and customers like it. Customers may not always be right, but they must always win. Deal with the problem immediately and let the customer know what you have done. Make it easier for customers to complain. Pay attention to their complaints. Although we don't like it, it gives us an opportunity to improve. Even if customers are in a bad mood, try to make them feel comfortable.

8. Beyond Customer Expectations

Because the future of all companies is to satisfy customers, we should try to make ourselves stand out in the competition. Consider the following questions:

- What can you give to customers who can't be bought elsewhere?

- What can you do to follow up and thank those who don't buy?

- What surprises can you give your customers?

9. Get regular feedback

Recommendations on how to improve are encouraged and welcomed. There are several ways to let you know what customers think and feel about your service.

- Listen carefully to what they say.

- Come back regularly to see what's going on.

- Provide a way to generate constructive blame, comments and suggestions.

10. Be kind to employees

Employees are your internal customers and need to be thanked regularly. Thank them and find ways to let them know how important they are. Respect employees, and they will probably respect customers more. Appreciation comes from the top. It is equally important to treat customers and employees well.