How to Improve the Service Communication Ability of Customer Service Staff (2)

Secondly, in the process of communication with customers, customer service personnel can only do a good job of customer service by being polite and making customers feel happy. The next step is to listen and ask. Some people say that communication is the art of listening, which fully embodies the important role of listening in communication. Listening can get information and find problems. Only by listening carefully can the customer service staff know what kind of help and service the customer needs, where the customer's dissatisfaction and complaints are, and then they can prescribe the right medicine and solve the customer's problems. In addition, listening carefully respects the performance of customers and is conducive to creating a good communication atmosphere. Therefore, an excellent customer service staff must master good listening skills. Asking and listening are interdependent, asking is the basis of listening, and listening is the purpose of asking. A large part of the work of customer service staff is spent in asking questions and listening, so to really do a good job in customer service, we must master the skills of effective questioning. Finally, handle complaints for customers. Customer service staff often hear customers' complaints at work. As long as the products or services customers get are far from their expectations, they will complain. According to the survey, on average, a complaining customer will pass on his dissatisfaction to 12 people around him, which may result in 12 dissatisfied potential customers. It can be seen that the harm of complaining is enormous. If customer complaints can be handled well, 75% people will continue to buy; If customer complaints can be solved on the spot, 95% people will continue to buy. Therefore, it is very necessary for every customer service staff to master the skills of handling customer complaints. Dealing with customer complaints is one of the most important daily tasks of customer service personnel. When there is a gap between the products and services provided by the company and the expectations of customers, customers will be dissatisfied. Some of these dissatisfied customers will complain to the company in the hope of solving them. Customer complaints are a fortune for the company, because on the one hand, customer complaints show that he has not completely given up his trust in us, and there is hope to recover it; On the other hand, enterprises can be further improved and developed by handling customer complaints, communicating with customers and listening to their inner voices. Improper handling of customer complaints will affect customer relationship and customer perception, and even affect the company's social image, resulting in adverse effects, so customer service personnel should master the skills of handling customer complaints.

Step 2: Regular communication training.

In view of the communication problems and customer service objections that may occur in customer service work, the methods to solve the problems are shown through situational dialogues, and these skills are routine, so that students can learn communication skills and master the methods to solve problems. The routine skills commonly used in customer service and marketing communication include spin sales method, FABE speech, influence speech, 3F rule, three sentences and a half, etc.

Step 3: Template communication training.

Summarized through the above skill routines? Universal voice template? It is convenient for students to use it flexibly in actual work situations. Here are two examples of templating. Figure 2 shows how the customer service staff can take over and handle the problem when the customer throws out a problem, and Figure 3 shows how the customer service staff can handle the problem when the customer raises an objection or complaint. After mastering the simple routine, it can be applied to the handling of different problems in the same scene, and customer service personnel can also handle customer problems smoothly when they encounter similar problems.

Of course, different situations are not exactly the same, nor are they the only expressions. The communication scenarios and routines mentioned above cannot be used under any circumstances. It needs to be used flexibly according to the actual situation and customer problems. Remember not to copy mechanically.

The working medium of customer service staff is sound, and the service process is supported by communication. In order to achieve customer psychological identity and pleasure? Swivel chair? It depends on the quality of communication with customers, directly reflected in the service effect. In the process of customer service, customer service personnel should consider the customer personally, understand the customer's needs, grasp the customer's situation, solve the customer's problems quickly, and feedback the solutions or results in time. The perfect realization of this process is the essence of customer service. Familiar communication skills are more reflected in the service process to give customers a timely? Reassuring? Relieve customers' anxiety and appease customers' emotions. A simple concern may greatly affect the customer service's view of the enterprise. This recognition will reshape the quality image of the enterprise in the hearts of customers. Is this for the customer service staff? Nice voice? Charm is also the essence of customer service.

Quality of customer service personnel. Psychological quality requirements

1、? Don't be surprised? Strain force of

2. Ability to withstand setbacks

3. Emotional self-control and adjustment ability

4. Sufficient emotional support ability

5. A positive attitude and never give up.

2. Characteristics and quality requirements

1, patience and tolerance are the virtues of excellent customer service staff.

2. Don't promise easily, and keep your word.

3. Have the heart of fraternity and treat everyone sincerely.

Modesty is one of the elements of customer service.

5. Strong sense of collective honor

Three. Skills and quality requirements

1, standard Mandarin, sweet and clear voice, good language expression.

2. Rich industry knowledge and experience.

3. Skilled professional skills

4, quick thinking, with insight into the customer's psychological activities.

5. Good interpersonal communication skills.

6. Good listening skills

Four. Comprehensive quality requirements

1、? Customer first? Service concept of

2. Ability to handle work independently

3. Ability to analyze and solve various problems

4, interpersonal coordination ability

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