How to communicate with customers

How to communicate with guests 1

1. Pay attention to expressions when communicating

Among all non-verbal communications, expressions are the most important and most frequently used. , the most expressive. Just imagine, if you have a stiff and rigid expression when communicating with customers every day, will the customer feel the sincerity of the service? On the contrary, smiling and having a vivid expression will definitely increase the customer's sense of intimacy towards us. Therefore, when communicating with customers, you must pay attention to your expressions, and do not bring your bad mood to the service. You must use a relaxed and pleasant expression to shorten the distance between you and the guests.

2. Pay attention to the eyes when communicating

As the saying goes, the eyes are the windows to the soul, and a person’s eyes can best reflect a person’s heart. Therefore, when communicating with customers, you must not only learn to understand their hearts from their eyes, but also learn to use your own eyes to express your affection. On the one hand, when communicating with customers, you should pay attention to looking into each other's eyes, communicate with customers with your eyes, and show respect for them. In addition, the eyes must be used just right. You should not stare at the other person, nor make people feel uncomfortable, or make people think that you have ulterior motives.

3. Pay attention to gestures when communicating

Gestures are also a very important body language. The use of gestures can strengthen the tone and assist expression. If you can use gestures skillfully when communicating with customers, it will definitely help improve the efficiency and level of communication. On the contrary, if used poorly, it will bring resistance to communication. Therefore, you must pay attention to your gestures when communicating with customers, and do not use impolite gestures to communicate with customers. For example, you cannot point your index finger at the other person to speak; when communicating with customers, do not move your hands or make random gestures.

4. Use silence appropriately

Sometimes maintaining a certain amount of silence is a sign of respect and understanding for customers, and is a good way of communication. For example, if we can learn to be silent when customers pour out their suggestions, opinions and voices, and use just the right amount of silence to listen to what they are saying, this will increase their trust in us. Of course, silence has different meanings and different functions in different situations. This requires learning to grasp the situation and be silent when you should be silent. Don't be silent when you shouldn't be silent. Otherwise, customers will think that silence is a sign of respect for them. of protest.

5. Keep an appropriate distance from customers

When approaching a customer, you should approach the customer from the front or side, and do not approach the customer from behind. In addition, you must maintain an appropriate distance and should not exceed the distance. Close, but not too far. The correct distance is about two arms length, which is what we usually call social distance.

6. Don’t just talk about yourself when talking to customers

It is the process of communicating ideas with customers. This communication is two-way. When we speak ourselves, we must pay more attention to the customer's expressions and reactions, give customers the opportunity to speak and ask questions, and avoid introducing them all. You must know that approaching customers is not about showing off your eloquence, but about "talking" with customers. , let the customer speak and understand his real thoughts, so that you can make something he likes.

7. Don’t give orders when talking to customers

Smile a little more, have a kinder attitude, speak softly, and have a softer tone. You should consult, negotiate or ask for advice. Communicate with customers in a tone of voice, and never use a commanding tone to talk to people. Always know that customers are your "superiors", how can you give orders to your superiors?

8. Don't argue when communicating with customers

Remember, we are with Customer communication is not a debate. Arguing with customers will not solve any problems, it will only cause resentment. How to communicate with customers 2

1. Always remain humble and prudent

In the process of contacting cold and arrogant customers, sales staff must always remain humble and prudent.

You must always be careful when speaking to avoid saying the wrong thing. Talk more about the customer's advantages and don't talk about their shortcomings in order to gain the customer's trust. When dealing with cold and arrogant customers, you must treat them with sincerity, sincerity, humility and prudence, so as to gain their trust.

2. Promote customers

When you encounter a cold and arrogant customer, you can use a courteous method to promote him, so that he will feel that he is originally noble. Try to find the things that make your customers likeable, and try to get used to everything about him. No matter what, you must not have any prejudice or dissatisfaction with him, otherwise you will be even more unpopular.

3. Leave a good impression on the customer

Whether it is the first time or you have met before, sales staff must pay attention to their image when encountering cold and arrogant customers. , dress, manners, conversation, etiquette, etc., in order to leave a good impression on customers, so that cold and arrogant customers will not feel that there is too much difference between the two parties, break through the first level, and lay a good foundation for further communication and conversation. How to communicate with guests 3

(1) Pay attention to the use of communication language

Lack of communication or improper communication is an important factor affecting the service quality of the hotel front desk and other service departments. Active and standardized communication language is an important way to improve the quality of reception at the hotel front desk and the quality of hotel services. The following case illustrates this point well.

(2) Pay attention to "psychological services" for guests

The hotel provides "dual services" to guests, namely: "functional services" and "psychological services". Functional services meet the actual needs of consumers, while "psychological services" not only meet the actual needs of consumers, but also enable consumers to gain an "experience". In a sense, guests are consumers who spend money to "buy experiences." An important part of a guest's experience in a hotel is the interpersonal interactions they experience here, especially the interactions they have with hotel service personnel. This kind of interaction often plays a decisive role in whether guests can have a relaxed and happy mood and whether they can take away good memories. Therefore, as a front office attendant, as long as you can allow guests to experience relaxed and pleasant interpersonal interactions, you are providing guests with high-quality "psychological services" and producing high-quality "experience products."

In short, if hotel employees can only smile at guests and cannot solve actual problems for guests, of course it will not work. But if hotel employees can only solve practical problems for guests without knowing how to be humane, it will also be impossible. Earn guest satisfaction.

(3) You must not only be polite and polite to your guests, but also be "courteous" and "diligent"

Being polite and polite can only prevent and avoid guests "Not satisfied", but only "humility" and "diligence" can truly win the "satisfaction" of the guests. The so-called "diligence" means to treat guests warmly and thoughtfully, greet them with a smile, and ask questions; and to be "humility" means not only not being able to "compete with each other, winning or losing" with guests, but also consciously treating guests who are "prominent" "Opportunities" are all given to the guests. If the hotel is a "stage", the waiters should consciously let the guests "play the leading role" while themselves "play the supporting role".

(4) When treating guests, you must be "empathetic"

To give your guests a sense of intimacy, in addition to being an "emotionally rich person", you must also be "empathetic" "People's will" means being able to correctly judge the guest's situation and mood by observing words and expressions, and being able to make appropriate words and actions to the guest based on the guest's situation and mood.

In order to create a warm atmosphere and make guests feel warm and friendly when they come to the front desk, we also integrate family service into our daily work. When guests come to the front desk, we try to talk to them as much as possible to get information that is beneficial to our services, such as the guests' preferences, tastes, etc. One very cold night, a guest from Nanjing checked in. He was listless and kept wiping his nose. I asked: "Sir, are you not feeling well?" The guest said helplessly: "It's freezing on the train. He was dying, the train was late, and there was no place to buy medicine.

"So I arranged a heated room for him and told him to drink more hot water. After arranging the guest, I called the free medicine delivery phone number, and the medicine was delivered half an hour later. When I delivered the cold medicine to the customer, he said excitedly: "Your service is really excellent." Even my own relatives can only do this. Thank you so much. ”

(5) Say “counter” things “correctly” and do not say “no” to guests.

Speaking counter-arguments correctly means paying attention to the art of language, especially mastering the art of saying “ In the art of "no", try to use a "positive" tone to express a "negative" meaning. For example, you can use "You can smoke in that area," instead of "You can't smoke here"; "Please wait a moment" ", your room will be ready soon" instead of "your room is not ready yet". When you have to say "no", you should also explain more to the guest and avoid rejecting the guest with a cold and steely "no" .

(6) Negate yourself, not the guests

When there are obstacles in communication with guests, you should be good at denying yourself first, instead of denying the guests. For example, you should. Say: “If I didn’t make something clear, I can say it again. Instead of saying: "If you didn't hear something clearly, I can say it again." ”

(7) Go with what the guest likes and avoid what they don’t like

If the guest has any strengths that he or she is willing to show, help him express them; conversely, if the guest has any unwillingness to do so, If you let others know about your shortcomings, you should help them cover up or hide them. For example, when a guest "makes a fool of himself" in the hotel, you should try to help the guest cover it up or downplay it, and never laugh at the guest.

(8) Don't use too casual language because you are familiar with the guests

After working in the hotel for a long time, many guests will become your friends, so the greeting when you meet is no longer "Hello" but "Hello". Wow! It's you!" The service between each other has also changed from "format" to "friend". This can lead to communication errors and even serious consequences.