做好客戶服務的秘訣

第一個秘訣：對你的客戶貼心。

這是最重要的一個秘訣。

你要做到和客戶一見面，就能叫出客戶姓名。經過幾次交流後，大致知道他到店裡來的主要有興趣的產品或服務，他可能還會有興趣的其他產品或服務，以及，很重要的，他還有那些不滿意或是抱怨？最好你能夠和他建立熟悉的關係到知道他家裡的大致情況，例如女兒在哪個學校？太太在哪個教會？

如此，客戶就會和你建立起情感鏈接，比較願意相信你和你的公司。

當你關心什麼對你的客戶很重要時，那就是企業對客戶的貼心，讓客戶信任你了。你可以打賭，你獲得了一個終身客戶。

第二個秘秘訣：提供認真的客戶服務

在當今的市場環境中，服務已經成為一種陳詞濫調，似乎“人人都在做”。因此，如果人人都在做，為什麼不先發制人地為你的客戶提供比競爭對手更具創造性和個性化的服務呢？

一碼鞋不適合所有的脚。也不是一種客戶服務適合所有客戶。假設你的廣告特色客戶服務是送貨上門。第一位客戶可能會歡迎這種送貨上門服務，因為他很難親自出去購物。

但是你的第二個顧客可能喜歡“櫥窗購物”，在他從一個商店到另一個商店的過程中隨身攜帶他的購物品。他對你的送貨上門服務一點也不感興趣。所以，如果你不需要為這個客戶送貨上門，為什麼不給他第二次現金購買的同等折扣，或者給他一張店內折扣券，下次他在你店裡時可以使用？

要有創造力。瞭解您的客戶並瞭解他們的個人需求。最重要的是，要確保你所提供的東西確實是你的客戶能够重視的；這是良好客戶服務的關鍵。

第三個秘秘訣：“顧客永遠是對的。”

如果一個顧客來找你抱怨，就要認真對待你如何處理。客戶是否感到不安和生氣？首先，用言語和行動使他平靜下來，並表明你是認真地做些事情來糾正問題。即使很明顯他是錯的，有時候做生意最好是承擔損失並賠償客戶。

然後，當您的客戶對他的投訴得到妥善處理感到滿意時，感謝他提醒您注意該問題。記住，任何數量的廣告都不能通過不恰當地解决客戶的問題來修復所造成的損害。

對企業更具破壞性的是“沉默的抱怨者”，那是一個顧客不說一句話就走出你的商店，你再也見不到他了。這些沉默的抱怨者有朋友。他們的朋友也有朋友。

第四個秘訣：對客戶誠實。

如果你的客戶甚至懷疑你想在他身上拉扯什麼，你可以永遠地和他吻別！你有幸以折扣價從批發商那裡買了一件商品嗎？不要被誘惑去大幅提高你的底線，而是把節省的錢轉給你的客戶。這將增强您對客戶的信心，以便在未來，您的客戶將知道到哪裡來實現真正的節約。

你有沒有設法挑選一些過時的或拒絕的物品？不要被誘惑以固定的價格把它典當在你的客戶身上，至少不要告訴你的客戶它是一個拒絕或劣質的工藝。

如果你的客戶要求你對某一產品提出建議，不要試圖向他推銷能最大限度提高你利潤的產品。把最適合你客戶的東西賣給他。從長遠來看，您的底線將感謝您做出的選擇。

第五個秘訣：教育您的員工與您一樣關心您的客戶。

關於客戶服務的最後一點建議；“如果你不照顧你的客戶，你的競爭對手會的。”

Secrets of Good Customer Service

The first secret: Be considerate to your customers.

This is the most important secret.

You can call out the customer's name as soon as you meet the customer. After several exchanges, I know that he came to the store mainly interested in products or services, he may also be interested in other products or services, and, importantly, he still has those unsatisfactory or complaints? It's better for you to establish a familiar relationship with him to know the general situation of his family, such as where his daughter is in school? Which church is Mrs.

In this way, customers will establish emotional links with you and are more willing to trust you and your company.

When you care about what is important to your customers, it is the company's caring to customers, so that customers trust you. You can bet that you get a lifelong customer.

Second Secret: Providing Serious Customer Service

In today's market environment, service has become a cliche, as if "everyone is doing it". So if everyone is doing it, why not provide your customers with more creative and personalized services than their competitors?

One size shoe is not suitable for all feet. Nor is it a customer service for all customers. Suppose your ad feature customer service is door-to-door delivery. The first customer may welcome this door-to-door service because it is difficult for him to go shopping in person.

But your second customer may like "window shopping" and carry his shopping items with him from one store to another. He is not at all interested in your door-to-door service. So if you don't need to deliver goods to the customer's door, why don't you give him the same discount for the second cash purchase, or give him an in-store discount coupon, which he can use next time he's in your store?

Be creative. Know your customers and their personal needs. Most importantly, make sure that what you offer is really something your customers can value; that's the key to good customer service.

The third secret: "Customers are always right."

If a customer comes to you complaining, take it seriously. Are customers upset and angry? First, calm him down with words and actions, and show that you are serious about doing something to correct the problem. Even if it's obvious that he's wrong, sometimes it's better to take on losses and compensate customers when doing business.

Then, when your client is satisfied that his complaint has been properly handled, thank him for reminding you of the problem. Keep in mind that no amount of advertising can repair the damage caused by inappropriate solutions to customers' problems.

More destructive to the business is the "silent complainer," a customer who walks out of your store without saying a word and you never see him again. These silent complainers have friends. Their friends also have friends.

The fourth secret: Be honest with your customers.

If your client even doubts what you want to pull on him, you can kiss him goodbye forever! Have you had the privilege of buying a product from a wholesaler at a discount price? Don't be tempted to sharply raise your bottom line. Instead, transfer the savings to your customers. This will enhance your confidence in your customers so that in the future, your customers will know where to achieve real savings.

Have you managed to pick out outdated or rejected items? Don't be tempted to pawn it on your customers at a fixed price, at least don't tell your customers that it is a rejection or inferior process.

If your client asks you to make suggestions about a product, don't try to sell him products that maximize your profits. Sell to your customer what suits him best. In the long run, your bottom line will thank you for your choice.

The fifth secret: Educate your employees to care about your customers as much as you do.

One last piece of advice on customer service: "If you don't take care of your customers, your competitors will."