In short, etiquette is a form of respecting yourself and others. In other words, etiquette is actually the art of communication and the way to treat people.
The following are some handouts on customer communication skills training of teacher Chen Xinxian:
Section 1 Communication Art in Communication Situation
1, whether the address is high or low.
In business communication, we should pay special attention to the use of address forms. For example, if someone introduces a professor, he will say, "This is … a university teacher". Students address their tutors as teachers, and peers can also address each other as teachers. Therefore, people who have experience in this field often use honorifics when introducing others. This is "if you are high, you will not be low."
Step 2 do as the Romans do
Under normal circumstances, you may habitually ask, "Are you from Qingdao or Jinan?" However, when you are in Jinan, you should ask: "Jinan people or Qingdao people?" This is also your respect for the locals; When you visit other companies, you can't say that the owner's things are not good. It is common sense that customers don't blame the owners.
3, straighten the position
In interpersonal communication, we should put ourselves and others in a correct position. The key point of many people's problems in interpersonal communication is that they don't put themselves in the right position. In other words, in interpersonal communication, subordinates should be like subordinates, superiors should be like superiors, colleagues should be like colleagues, and customers should be like customers. Being in the right position requires a correct attitude, which is a basic proposition in communication.
4. Take each other as the center
In the process of business communication, we must remember to take each other as the center and give up egoism. For example, if you invite a customer to dinner, you should first ask the customer's opinion about what he likes to eat and what he doesn't like to eat, and you can't subjectively order according to your own preferences. It's called putting yourself in position. If your customer is good at expressing, you can praise his vivid and humorous speech or his theory and practice, but you can't say "you are so poor, we are all shocked by you"!
Communication is centered on the other party, business communication emphasizes that customers are God, and it is really good for customers to feel good. Respect yourself, respect others, and behave properly, and you can properly handle interpersonal relationships.
In the second section, communication skills in communication can be defined from another angle, that is, etiquette is communication skills.
1, language ability
In modern communication, we all know that a common sense is "different winds in ten miles, different customs in a hundred miles". Different industries have different requirements. If we look at the problem from different angles, the result may be very different. For example, people who engage in diplomacy have a characteristic: they speak in moderation. If you ask them: Who do you think will win this game? They won't tell you who wins or loses, but tell you that it is possible to win, impartial and ambiguous. This is the language feature that makes these people form professionally.
2. Skills of reading business cards
When exchanging business cards, the following four points can explain the status and identity of business card holders, as well as the experience of communication at home and abroad and the skills of reading business cards in social circles. There are four main points to see if the business card has been altered. First, it is better not to be altered by others. Business cards, like faces, can't be altered casually.
Do you have a home phone number?
People will have a sense of self-protection in social situations, and private phone numbers will not be given, even mobile phone numbers. Westerners pay special attention to the difference between public affairs and private affairs. If you meet him for the first time to talk about business, you give him your home phone number, which he understands as asking you to go to his home and thinking that you are suspected of taking bribes.
Are there many titles?
Business cards often provide only one title, at most two. If you have several jobs or run many subsidiaries, you should print several business cards, and different people use different business cards.
Does the landline number have a country and area code?
If you want to do international trade, you should add 86 to the landline number, the international long-distance area code of our country. If not, you have no international customer relationship. If not, you are only active in this area.
3, problem-solving skills
As a business person, people from different industries will inevitably encounter different views. Although we tried our best to solve the problem, it may not be satisfactory. At this time, we need to grasp the main contradiction and find a breakthrough to solve the problem. When the principal contradiction is solved, the secondary contradiction will be solved. Ideas determine ideas, and ideas determine the way out. What kind of thinking, what kind of working state.
4. hang up the phone skills
Who hangs up first when making a phone call? Speaking of this question, one of the most likely wrong answers is that the other party hangs up first. Suppose both parties on the phone are loyal to this rule, and both parties are waiting for the other party to hang up, and the result can only be that they take up valuable time and say some useless gossip. So this method is not operable. Who hangs up first when making a phone call, communication etiquette gives a standardized practice: people with high status hang up first.
If you talk to the chairman, whether the chairman is male or female, old or young, it is a professional norm for subordinates to respect their superiors. At this time, the chairman should hang up first; If the head office calls, no matter what level the caller at the head office is, he represents the superior department. At this time, the head office should hang up first. If the customer calls and the customer is God, you should let the customer hang up first.
5, in and out of the elevator standard order
(1) Enter the manned elevator
When entering or leaving the controlled elevator, the accompanying personnel should go in and out, and let the guests go out first. Giving the right to choose the direction to a person or guest with high status is the basic rule of walking. Of course, if the guests are unfamiliar with the terrain for the first time, you still have to guide them.
(2) Enter the unmanned elevator
When entering or leaving the unmanned elevator, the entourage should enter first and then exit, and control the switch button. The setting procedure of hotel elevator is usually 30 seconds or 45 seconds. The elevator will leave then. Sometimes, there are so many accompanying guests that it is too late for the guests behind to enter the elevator. Therefore, the accompanying personnel should lift the elevator in advance and control the switch button to keep the elevator door open for a long time, so as not to bring inconvenience to the guests. In addition, if some guests are slow and affect other guests, don't make any noise in public places. You can use the ringing function of the elevator to remind customers.
Summary of this lecture
Communication is an art. In the process of communicating with people, the same purpose and different ways of realization often lead to different results. In order to achieve the expected best effect in communication activities, we should keep in mind the following points in the communication process: whether to use the address is high or low, do as the Romans do, maintain the correct posture, and take the other party as the center.
Communication is also a skill. Mastering these skills-language skills, business card reading skills, grasping the main contradiction, who hangs up first, and the standard order of getting in and out of the elevator can help you avoid inconsistency between words and deeds; Can let you get more information from each other in the shortest time; Can let you find a breakthrough to solve the problem in many contradictions.