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.