How to do customer service well

All along, only marketing can make a profit? The wrong concept makes us ignore the importance of customers to enterprises, but in the whole marketing process, the significance of customer service far exceeds sales. Service is the soul of cigarette circulation enterprises and the essential requirement of cigarette marketing level. Improving the service ability of marketers to customers will be accompanied by the whole process of cigarette marketing level. From the perspective of the account manager, combined with the actual situation of the cigarette market in the jurisdiction, the author thinks that the account manager should focus on the following aspects in improving the customer service ability:

First, master customer information skillfully to improve customer satisfaction. When visiting customers, account managers should fully understand the basic information of customers and answer them when consulting customers. When customers have problems, we should help them in time, make them trust us, meet their needs with creative ideas and improve their satisfaction with our services. Account managers should also strengthen the emotional cultivation between customers, so that the market order can operate normally, which will reduce many difficulties in the communication work of account managers.

1. Effectively resolve contradictions and eliminate bad feelings.

In the process of visiting customers, I know that some customers, especially the surrounding customers, are generally disharmonious for their own interests, which leads to a series of vicious competition, which seriously damages the interests of customers and also damages the market environment to some extent. In this regard, our account managers must seize the contradictions among customers, build an organic platform for their communication, increase exchange opportunities, effectively resolve the contradictions among customers, eliminate bad feelings among customers, and provide customers with a stable market environment and a good business environment and communication environment.

2. Guide friendly cooperation and raise cooperation awareness.

Go it alone and don't talk about cooperation, resulting in the loss of customer interests or the loss of customer interests. For example, in the market in the jurisdiction, occasionally some lawless elements will cheat and exchange packages to customers, which will affect the interests of customers. If our customers often communicate and cooperate with each other, let them know when such incidents are discovered, and let them have a sense of prevention, we can avoid similar incidents and let the interests of other customers no longer be harmed. Therefore, communication and cooperation between customers is very important, which is also one of the goals of our account manager to serve customers. Can create a good environment for the cigarette market, so that those lawless elements can not cheat, thus improving the tacit cooperation between customers.

Second, try to master the psychology of customers and warm their minds. As the saying goes, a man knows his face but he doesn't know his heart. People's hearts are numb and unpredictable. Although the human heart is unpredictable, it has certain rules. As account managers, we should always communicate with customers, find out the law and use it to improve our service quality.

1. Break through the herd mentality

The influence of professionals and opinion leaders often exerts a subtle influence on the people around them, resulting in herd mentality. Therefore, the words of the retail customers around us are often more convincing than those of our account managers, mainly because the retail customers and our positioning are different. In the customer's subconscious, the recommendation of sales staff is to promote their products, while the recommendation of relatives and friends is to share experiences. Similarly, retailers' own propaganda is more convincing. Under the propaganda of retailers' communicators, most customers readily accept it under the influence of herd mentality, thus achieving twice the result with half the effort.

2. Use comparative psychology

At work, it is inevitable that customers will be divided into different grades and categories according to the situation and sales needs, so that inadvertently, customers will have the psychological appearance of secretly comparing with each other. Therefore, our account manager's job is to do a good job of explanation, guide and help retailers to improve their business weaknesses in time, and improve their own problems from the root, thus improving the image of retail terminals. This requires the account manager to make good use of customer comparative psychology to serve the sales work.

3. Implement differentiated services

Because the formats and scales of customers are different, such as tobacco hotels, shopping malls, supermarkets, convenience stores and grocery stores, they are large, medium and small, which determines the complexity and diversity of retailers. This requires us to carefully analyze each customer and implement differentiated and personalized services according to the characteristics of each customer.

4. Commodity supply should be fair, just, open and transparent.

In the process of visiting customers at ordinary times, we have a deep understanding that due to the contradiction between supply and demand, it is difficult to fully meet the needs of customers. Our existing sales model is classified management. Customers with different grades and brand structures order different quantities of cigarettes, and customers don't understand our supply policy. They often compare with other customers only in the quantity and amount of cigarettes ordered, but not in the brand structure, which leads to great misunderstanding of tobacco companies. Misunderstanding that our tobacco company and even the account manager are manipulating the distribution of goods, giving more cigarettes to which customer is good, and giving less cigarettes to which customer is bad, and then being dissatisfied with our company and even the account manager. Therefore, the company must be fair, just, open and transparent in the procurement process, and publicize the company's relevant procurement policies to customers to eliminate customer misunderstandings and improve customer satisfaction with us.

Third, it is very important to help improve the terminal environment, increase the display methods according to local conditions, tailor the terminal image of each retail store according to the actual situation, and improve the attractiveness of the entire retail terminal environment. In this regard, we should constantly strengthen our innovative thinking, and then apply it to the improvement of customer terminal environment. Only in this way can we ensure that the business environment of customers will not be eliminated by the needs of consumers.

1. Change the original backward display structure.

Some customers have small storefronts, the cigarette display counters are not obvious, the food is messy, and the overall image gives people? Dirty, messy, poor? The visual effect of. In this regard, what the account manager needs to do is to help the customer tidy up the storefront, put the original cigarette counter in a conspicuous place, and help the customer highlight the strip cigarettes according to the actual situation of the customer, so as to achieve the overall effect.

Words and deeds are the language of civilization.

Good or bad business also has a lot to do with the way customers treat customers. Therefore, account managers should often teach customers cases of others' warm service, teach customers some polite words, increase consumers' psychological induction, and thus promote consumers' desire to spend again in our store.

3. Beautify the image and optimize the terminal

Good store capacity and appearance can increase consumers' desire to buy and promote cigarette sales. At present, cigarette sales are greatly affected by the total amount control, and the phenomenon of brand out of stock, especially the brand that is in short supply, is also very prominent. The brands of cigarettes in retailers' display cabinets are also uneven. At this time, the account manager should promptly guide customers to tidy up the storefront, change the price tag for customers, and do a series of services such as vivid display of cigarettes.

Fourth, help customers analyze the market and guide customers to operate 1. Help customers analyze the market and place reasonable orders.

According to the type of business circle where customers are located, help customers to divide and analyze the identity, consumption level, purchase behavior and characteristics of surrounding consumer groups, and guide customers to order cigarettes purposefully according to the actual demand of the market, instead of blindly buying in large quantities. At the same time, we should also help customers to calculate their inventory reasonably, plan a reasonable brand structure, avoid a large backlog of cigarettes and improve the utilization rate of funds. In the case that customers are short of cigarettes, help customers find alternative brands, guide customers to order in time, and avoid loss of benefits.

2. Find extra points and cultivate brands.

By systematically inquiring the top five cigarette brands sold by customers in the first quarter, this paper analyzes the characteristics of the brands sold by customers, the advantages and disadvantages of sales and the main ways to improve the profit level. In this regard, combined with the actual situation of customers, recommend famous brands suitable for their own sales to customers. In order for customers who come in and out every day to buy cigarettes or other things to see, it is easy to remember these cigarette brands and help customers display and make them stand out. Recommended brand? Our signboard highlights these well-known brands in the counter display, thus attracting consumers' attention and achieving the effect of publicity and recommendation.

3. Innovative ways to improve services

In the current market economy environment, all means of maintaining business by blindly lowering commodity prices are no longer feasible, and we must rely on feasible services and innovative consciousness to increase the number of tourists. Therefore, while promoting the service function, introduce the service means to customers. Such as: smile service method, door-to-door delivery method, credit method, giving small gifts method and so on to help customers win more consumers and get more cigarette profits.

Through the above analysis, the author thinks that customer service is an indispensable job for account managers in the process of cigarette sales and operation, and it is also the most important job in the future, and it is also the task of doing a good job in the current cigarette marketing level and accelerating promotion? Precision marketing? The foundation of work. Mencius once said? Those who gain the Tao help more, and those who lose the Tao help less? We should seize the time, make good use of every day and every moment, constantly improve customer satisfaction, win customers' hearts and support with high-quality service, and then achieve the goal of win-win between customers and the company. This is our permanent management way.

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