How to do a good job in customer service

Question 1: How to provide good customer service? First, we must have a good professional knowledge base, constantly strengthen ourselves, master more service skills, and be familiar with all aspects of the company's business, so as to skillfully answer all questions raised by users. Third, we must be in a good mood to answer every phone call. Don't let unpleasant things in life affect our working mood. Always control ourselves, because users come with problems. I hope we can. Especially when we meet excited customers, they often look at the problem from their perspective and are dissatisfied with our products or services. At this time, it is necessary to listen attentively to the user's words, calmly analyze the problems for the user, treat the user as an individual, try to be anxious about the user's worries, think about the user's thoughts, and calm the user's excitement with a good service attitude. Fourth, when talking with customers, don't contradict customers. Try to use the word "please" and polite expressions when talking with customers, don't use spoken language, and keep smiling during the conversation. If we can do the above, we will be able to make every customer hang up with a smile and provide first-class customer service.

Question 2: How to do a good job in customer service? First, the requirements for customer service personnel: 1 professional knowledge First of all, you should have a detailed understanding of the work you have done and what kind of needs your customers will have. You should think of solutions in advance. 2 communication skills, customers will encounter all kinds of problems and complaints. What methods do you use to solve them and make them satisfied? 3 work attitude, first of all, you should know the nature of your work, know what you should do and say, and service itself is the work of listening to others' complaints. As a customer service staff, you must learn to accept other people's complaints, otherwise what do you want to do? Whether it is suitable for this job is different for everyone. Please have a look first. Second, customer service staff handle customer complaints and complaints: 1, be more patient. In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. On the contrary, we should encourage customers to talk and let them vent their dissatisfaction. Patiently listen to the customers' confidences and complaints. When they are satisfied, they can naturally listen to the explanations and apologies of the service personnel. 2. Have a better attitude. If the customer complains or complains, it means that the customer is not satisfied with the products and services. Psychologically, they will feel that the travel agency has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers. On the contrary, if the service personnel are sincere, polite and enthusiastic, it will reduce the mood of customer reconciliation. As the saying goes, "reach out and don't smile", with a modest and friendly attitude, will prompt customers to calm down and rationally negotiate with customer service staff to solve the problem. 3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of the travel agency to solve the problem. Third, it can prevent the negative pollution of customers from causing greater damage to the reputation of travel agencies in time. Fourth, the loss can be minimized. The cost of solving problems internally is likely to be much less than the cost of accepting complaints after they arrive at the quality inspection office. Generally, when receiving the information of customers' complaints or complaints, we should ask the customers in detail about the specific content, and then negotiate with the office and leaders to solve the problem. It is best to give the customer an answer on the same day. 4. Use appropriate language. Customers are dissatisfied with the travel agency, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat with them, the relationship will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and don't say, "Why didn't you ask?" "Your rice label is such a meal." As well as other words that hurt people's self-esteem, try to communicate with customers in euphemistic language. Even if the customers are unreasonable, don't be too impulsive, otherwise they will only disappoint customers and never come back. Third, how to calm the customer's dissatisfaction: 1, let the guests vent. You know, the guest's anger is like an inflatable balloon. When you take it out on the customer, he is not angry. After all, the original intention of customers is to express their feelings and solve their own problems. When guests vent, your best way is to keep silent and listen carefully. Of course, don't let customers think you are perfunctory. Keep emotional communication. Listen carefully to the guests and judge clearly the problems encountered. Apologize fully and let the guest know that you have understood his question. Apologizing doesn't mean you did anything wrong. It doesn't matter whether the guests are right or wrong. What matters is how we solve the problem without spreading it. Let's not spend a lot of time figuring out who is right and who is wrong, as some companies do, which is not good for ourselves or people. Tell the guest that you have understood his question and ask him to confirm whether it is correct. You should be good at summing up guests' complaints. What you should do: ① Know what kind of questions to ask. ② Ask enough questions. 3 Listen to the answer. 4. Skills or principles in handling customer complaints: Principle 1: Don't judge customers artificially. The customer asks you for help because he trusts you and thinks you can help him solve the problem. Principle 2: Put yourself in the customer's shoes. Can you hate yourself if you can't sleep at night? You will say that the bed is not good, or the environment is too noisy or something. So is your client. You are just the object of their venting, not that you have offended them. V. Customer complaints and complaint handling methods: 1. Carefully confirm the problem, patiently listen to the complainant, listen and record, judge the cause of the problem and grasp the key factors during the other party's statement. Try to understand ... >>

Question 3: How to do a good job in customer service? Understand each other's needs carefully and explain them in detail. You must smile, be warm, be polite and be polite!

Question 4: How to do a good job in customer service? Position yourself first, and then understand the reaction speed of products and problem solving. Learn in the process of talking with customers, think more about customers and think more from their perspective. Not only for their own interests, but also for the interests of customers. In every conversation, grasp the tone and chat mode of each customer. Classified in turn. When talking to a customer, if you don't know the customer, be sure to tell him patiently. If you know better than yourself, you should learn with an open mind and get along with customers as friends. It will make you feel much more relaxed, learn to control your emotions, don't go to work with emotions, learn to adjust your mentality, and talk to every customer with the best attitude, the warmest language, the most sincere advice and the most professional level.

Question 5: How to do a good job in customer service? Make it clear.

Whenever you talk, always smile. Even if the customer is on the phone, you can feel that you are talking to yourself with a smile.

Strong psychological endurance, can "bear". Sometimes it will be maliciously harassed, so you should know something about your products.

When meeting customers, dress appropriately and behave gracefully.

Question 6: How to do a good job in customer service, which literally means customer service. Serving customers is our job responsibility, so how can we do customer service well? I summarized the following points:

First of all, service is very important. Regardless of pre-sales and after-sales, whether it is a newly opened store or a crown-level store, service should be the mainstay. Be sure to answer customers' questions at the first time and be patient with customers. Even if the customer asks such a simple question as taking bowls and chopsticks for dinner, you should be patient, and don't let the customer feel that you have resistance, otherwise you will definitely not be able to close the deal. On the contrary, if you answer the customer's questions patiently, he will feel something in his heart, so that the transaction rate of this order will be greatly improved, and maybe he will become your repeat customer.

Secondly, it is reputation. Although we say that there is no dishonest business, we can't make black-hearted money. We can't promise our customers something for our own benefit, thinking about selling the baby first and then talking about the future. Let's put our customers' feelings outdoors. We must be moral and honest sellers. We must promise our customers what we can't do, but what we promised must be done.

If customer service encounters the following questions, how to answer them:

1. When the buyer asks about the product quality, the seller should answer truthfully. For example, this dress is actually a little faded, and the buyer asks you that you promise not to fade! After receiving the goods, buyers will be disgusted if they find that the color has faded. Don't cover up the fact and let the buyer buy it! The seller's integrity is to give the buyer the best return! It is also skillful to say that there is a problem. If the clothes fade, you can say softly, honey, I can't guarantee that you won't fade at all. No product is perfect. I can assure you of the quality of the products. We promise that if we are not satisfied with the product quality, we can get a refund! We paid the freight! So please feel free to buy!

2. The buyer asked: Can this be cheaper, or is there a discount for buying two pieces of this?

For this kind of problem, to keep the price down, it is necessary to let the buyer photograph the payment, but not to make the buyer so disgusted and not buy it. This is a question of skill. It is said that buyers will not buy it, and even if they buy it, it may bring bad reviews. In the end, it was not worth the loss. To put it mildly, the buyer disagrees, pestering for a long time, wasting time and energy! Therefore, the buyer's bargaining communication skills must have methods. For example, if you buy two pieces at a time, I'll try to give you the lowest price. At this time, the buyer may accept it. If the price you give is still low, you can't go backwards! It can be said: 1. For your reference price, I suggest you contact the store manager directly. If the manager can accept it, of course I am willing to help you. We will launch many new products one after another. When you meet an acceptable product, we are cooperating.

3. About freight and delivery

Buyers may ask: what is faster to send? What is cheaper to send? For this kind of problem, let the buyer know the basic express fee and time standard.

The buyer asked: * * How long will the express delivery take? For this kind of problem, the buyer must not be allowed to arrive in a few days. Because we can't be sure about the express delivery, if something goes wrong, you will arrive later than the promised time, which will easily arouse the buyer's resentment. Many bad reviews are caused by the delivery time. It can be said: honey, it usually takes three days to arrive. No one can say for sure about the express delivery. If the weather is fine, it will arrive soon. If it is in bad weather, it will inevitably be slower. And we can't give you any promises. What did you say?/Sorry?

Delivery. General stores have a fixed delivery time. This should be made clear to the buyer, for example, you deliver it on time at five o'clock this afternoon.

Special time, when there are many orders, let the buyer know that there are many recent orders, and the delivery may be delayed, but we promise to deliver the goods to you within * * hours. Please rest assured.

4. Used for evaluation and after-sales.

If you encounter a bad review, you should contact the buyer immediately and ask the specific reasons. If there is a product quality problem, we should formulate corresponding policies. If the product is acceptable and the buyer can accept the problem, we can compensate (depending on the size of the quality problem). For the problem that the buyer can't accept, we will give a return guarantee, and we will bear the round-trip freight. Whether a shop is successful or not, I personally think that after-sales service is very important! If a store's after-sales service is poor, I believe this store should not develop at all. If the customer service can't handle the problem, be sure to contact the store manager or manager.

Deal with the problem after contacting the buyer ... >>

Question 7: How to do a good job in customer service? Thank you. I understand. After all, I have had customer service experience in Taobao. . .

To tell the truth, what you said is normal. After all, you should remember that the principle of customer service is: service ... customer service, as the name implies, customer service. Since customer service is for customer service, customers will not care about your mood, your thoughts and your difficulties. He only cares about your attitude. The method of self-regulation is actually hard to say. Don't pay too much attention to what the buyer says. You should take one to the buyer. Treat them with warm service attitude. Regardless of whether you will pay the bill in the end, you should serve warmly from beginning to end. You can also think so. After all, this is the internet, and you will look around yourself. You will definitely buy it without consulting customer service, so that you will understand the buyer's mood. Customer service can try to attract customers and make recommendations as much as possible. That's your ability. You can go out for fun, sing and watch movies when you are in a bad mood or after work. ...

Question 8: What abilities do you need to do customer service? The conditions for customer service depend on the specific industry situation, but the most basic conditions are: smile: giving people a sense of intimacy; Language: Talking customer service will never make customers angry or even calm down; Connotation: Connotation can handle the complicated customer service office around you.

Question 9: How to provide good customer service? First of all, you should be very familiar with your business. Secondly, you should have a sincere heart for your guests. It doesn't matter if you make a mistake, as long as you can correct it in time. Practice more, and you will naturally be handy.

Besides, we should keep a good attitude and patience when dealing with people of all shapes and sizes every day. Even if you meet uncivilized guests, you should convince people by reasoning and not affect the company's image.

Question 10: How to do a good job in customer service 1. To understand our enterprise, our work, our customers and our own customer service, the above four points are the most important for us. Understand our enterprise, understand the company's development direction, long-term goals and short-term goals, and cooperate with the company's goals to carry out our work; Understand our work, our work is to provide services for all our customers, and our work is long-term, systematic and meaningful; Knowing our customers, we will face all kinds of customers, which is a test for each of us; Know yourself, make your own position, and move towards your own ideals and goals. Second, attitudes and ideas, whether it is a company or an individual, must have a clear view of the attitude and concept of service; Our company has a strong awareness in this respect, and as early as 1999, we put forward the service concept of fully satisfying and constantly exceeding customer expectations; This also shows that our company's attitude towards customer service is customer-oriented and customer-centered; As employees, we should also implement the company's service concept, embody the company's concept in details, and leave a deep memory for customers. Third, communication skills In this regard, many of our colleagues have talked about this; The reason is nothing more than that communication is very important to our customers. In communication with customers, we should grasp two principles: first, listen more and talk less, listen more to customers' complaints (which can also be said to be the vent of users' dissatisfaction), agree with some customers' suggestions, repeat ambiguous places to determine customers' problems, and then simply summarize and sort out the contents of customers' complaints to sort out customers' problems and needs; Second, learn to refuse, and resolutely refuse some unreasonable demands from customers, so as not to kick the ball to by going up one flight of stairs or cause losses to the company's operation. If you don't refuse the unreasonable request from the customer at the beginning, but leave the problem to the next level, it is nothing more than a hint to the customer that it can't be solved here, and the next level can solve it, and no matter whether it can be handled well for the customer in the end, the customer will definitely not be satisfied. Fourth, it is inevitable to quell customer complaints. It is very important for us to calm customer complaints under the existing resources. There is such a customer. Within one year after buying our computer, the CD-ROM drive, hard disk and monitor failed one after another, and our maintenance agent came to the door to handle it. A year later, the monitor problem of the computer appeared again, and the agent asked the customer to send it for repair. At this time, the customer is not satisfied. Call the customer service center to complain and tell her how unlucky she is over and over again. The brand machine with more than 6,000 yuan has broken so many important parts in succession, so let's replace it for her (the customer said that she would have to pay more for a new one). As we all know, we can't meet the customer's replacement needs at all. Therefore, we analyze with customers that it is impossible to replace the machine. Now her problem is actually dissatisfaction with the maintenance and maintenance after the warranty period. After learning this situation, I negotiated with the customer, and the warranty period was calculated according to the factory date plus three months, which was indicated in the warranty manual. On the one hand, we did not completely violate the company's warranty policy, and the customer still sent it for repair; On the other hand, customers feel that they have benefited and expressed satisfaction. Distinguish the most important from the most urgent.