The customer AE team, led by the customer director, brand manager and even strategic manager, is responsible for implementing all-round brand management and all-customer service, making special promotion projects and personalized suggestions for customers' products, industry information and market research and analysis, and communicating, coordinating and following up the advertising service process of products, so that customers' advertising activities can be successfully completed. AE can be a project manager to a large extent. Overall planning and implementation are things to be done; Communication, coordination and organization are essential abilities; Serious, earnest and meticulous are the attitudes you should have; Never having free time is a reasonable state. Maybe we have been struggling with what the career direction of customer service is, or at least how to get into the business. When answering such questions, we need to think, perhaps we should know better, what kind of basic quality requirements does AE need? Usually, the interviewer in the customer department will think that the most important thing to be a colleague in the customer department is personality. So the problem is not necessarily related to advertising. Instead, ask questions to see if your personality is appropriate. But there are also some conditions that colleagues in the customer department must have. The first is the ability to deal with people and things, because the customer department is in contact with customers and creators most of the time. If it doesn't like dealing with people, it will be very hard. Secondly, the customer department requires employees to be careful, organized and coordinated. Because the customer department often has a lot of locked things to deal with, if you are not careful and disorganized, something will happen. If something goes wrong, you should also be a person who can take responsibility, because "signature confirmation" is the work that colleagues in the customer department often do. Newcomers, as customer service staff, are responsible for following the manuscript, so they often get off work late, and it is difficult for people without perseverance to adapt. Of course, the customer department also needs to be articulate when selling manuscripts and reports, and has the inherent potential to appreciate ideas. Of course, you don't need to present your ideas perfectly like your colleagues in the creative department or the design department. In addition, there are certainly many people with market management experience. However, the most important thing is whether the personality is appropriate. The so-called personality fit is simply the kind of extroversion! But this extroversion is based on self-discipline, tolerance, sizing up the situation and introversion. Whether the personality is suitable or not depends on the culture of a company. A good power service expert may not be able to serve pharmaceutical customers well. Therefore, choosing a company and industry is a very important step for the career development of a customer service staff. Because the AE career of many advertising companies developed relatively late, they all worked in the customer's marketing department. Appropriate personality, to some extent, as those creative people say, maybe sometimes you don't have a quantitative consideration standard, but you have a "feeling". However, don't think that you can become an excellent AE just because you are extroverted. At most, you may be suitable for sales, which I believe. Viveca Chen (CEO of Jingxin Advertising) said, "What qualifications does AE have to find customers?" First of all, our customers should not be found by AE, but developed by the company. This is a benchmark problem. This is especially true for advertising companies that provide overall marketing services for customers in a single industry. AE should be strong in execution function, but there are many problems in development that are different from maintenance and service. Jingxin advertising requires experience in the selection of AE, although Viveca Chen did not have AE experience at first. AE is not enough to represent the business operation ability of an advertising company, and neither concept, thought nor communication can fully represent an advertising company to communicate with customers. As far as I know, it should be said that Jingxin's customers are made by Jingxin's boss. There will be no good customers if AE goes to find it, and the loyal AE mainly does execution and service. Therefore, AE is the executive layer, and this function cannot be amplified. Aes should understand that it is most important to strengthen its execution ability. So, when your boss asked you (of course, your current position is AE) to develop your business, I felt that there was something wrong with the operation of this company. So in English, Executive means "execution". Connection profile-customer service staff is not a "messenger". Remember that the first lesson of entering an advertising company is "AE is not a messenger". I think what the creative department is most worried about is meeting an "AE"-Messenger-customer who immediately tells what he wants to bring to the company, takes it to the creative department, and then calls the customer without thinking. This kind of repetition not only delays the company's internal time, but also makes itself lose its professionalism in front of customers, thus losing the respect of customers. AE should be a thinker, anytime, anywhere. AE should help customers clear their minds, analyze what they really want, help the creative department to check whether the information provided by customers can be started, and guide and help customers make a good presentation. Only a clear briefing can make the company carry out and complete the work smoothly. What customer service personnel have to overcome is "facing people's psychological obstacles". Customer service personnel will inevitably encounter face-to-face communication with customers, such as proposals, and sometimes even face many people giving speeches in public. What they must and must do first is to overcome their psychological barriers. No matter what method you use, you need to be mentally prepared before facing your customers. Of course, you should fully prepare the content of the proposal in the specific work, and you must do exercises. You can practice in the company and let the whole project team simulate the proposal to avoid unnecessary problems in front of customers, so that you can be confident when you really face customers. Never speak ill of customers, respect customers and win their respect. I often hear people in advertising companies complain that "customers don't understand". I don't know that after your advertisement is made, it is not for professionals who know like you, but for consumers who don't understand advertising. From this perspective, it is a bad thing that your customers don't understand. Therefore, instead of complaining about customers blindly, it is better to "put yourself in the shoes"-look at the service content provided by customers and ordinary consumers. Regard customers as the respect of family members, and your respect will certainly win the respect of customers, which will help you to develop your working relationship with customers smoothly. Customers are not "gods" but "partners". The service industry often regards customers as God. Although the advertising industry is also a service industry, customers should not be regarded as gods. If the customer is God, you will not have an equal mentality to communicate with customers, let alone a mentality to provide professional consultation, but blindly obey the wishes of customers, so that you will never provide customers with things beyond their expectations, and will never win their trust and respect. That kind of customer service is the worst. Our relationship with customers should be maintained as a "partner". * * * are all partners in customer brand development. Our difference lies in the different division of labor-customers know their products better and we have more communication skills. We will help our customers grasp the competitors' situation, find out their shortcomings and the strengths of their products, and provide them with communication strategies to win the competition, so as to beat them. Whenever and wherever possible, try to help your direct customer "show his face" and let the customer service staff remember one thing-you and your direct customer have the same interests, and his good performance proves that you have done well, and everything you do should make him do well within his company. Advertising companies support customers, not compete with them. You can get good results through the advertising service you provide, you can also give him some market information to see his position more clearly, you can also help him analyze the market, provide him with market solutions, make his boss think that he is working hard ... and so on to please your customers and make him think that you are helping him, and you will be rewarded. So, find out who will have a direct impact on your customer service quality and do some work for them, remember! Stay away from the political struggle of customers. Some customer service staff have very good relationships with customers, even personal relationships. This is of course a good thing, but please pay attention. No matter how good the relationship is, after all, you are the relationship between the advertising company and the customer. When you make any suggestions or opinions for customers, you not only represent your personal opinions, but also represent the opinions of the company. Therefore, on behalf of the advertising company, you should also stay away from the political struggle of customers, and don't show your attitude to the insiders of customers easily, especially if you don't know the internal situation of customers. Customer service is not only to serve customers on behalf of advertising companies, but also to "serve" advertising companies on behalf of customers, or in other words, to carry out project management and cooperation within the company. Therefore, the market information, creation, media, commerce, finance and other departments in the special service group are also places where customer service personnel can show their talents. 1. Be good at understanding the description of the initial customer form by the account director (AD) from a macro perspective, and accept the requirements for the macro objectives of the project. Only in this way, it is possible to actively and uniformly follow up the communication with customers, and at the same time, it can be refined into an implementation plan that you can implement, which will be effectively implemented in the future work. 2. Cultivate the necessary sensitivity to the customers you serve and the industries where your products are located, and form your core position in the project team. Your understanding of the project should be comprehensive, as I said before. Otherwise, an unclear person becomes a project organizer. Can your designer listen to you? The efficiency of the project work will be difficult to reflect. Perhaps, the designer will say that it is better for me to communicate directly with customers. 3, understand the coordination work in the process of clear responsibility system. In the actual operation process, there will be a lot of detailed work, such as: modifying a DM, which needs to be modified several times, and each manuscript needs to be confirmed, which needs to be confirmed by the copywriting department and the design department. Only by confirmation can we improve the efficiency and responsibility of homework. The confirmation of the customer department's work order is also a very important thing. The customer department should clearly inform other coordination departments of the specific work, clarify the time limit and clarify the responsibilities. 4. Customer service personnel should also have their own coordination ability. You should know that you may belong to more than one project team. At this time, you should know how to control your own time and control the workload and quality of work of other departments of the project team. Customer service personnel, in large and medium-sized advertising companies whose business operation mode is departmental operation process, should be clear about the difference between this operation mode and pure project operation or single business operation mode. Under this operation mode, it is necessary to coordinate and supervise the operation from the top, which is beyond the reach of ordinary transportation. All these require AE to bear the dual responsibilities of manager and managed, and cultivate "leadership" style in practical work. Please try to let your colleagues find fault with you. If someone can often find fault with your work and even your life, maybe correction is the only way to improve work efficiency. There are still some problems that need to be avoided or warned: in many cases, AE sometimes becomes a secretary who only calls and works with merchandisers, which not only fails to establish an authoritative image in the eyes of customers, but also leads to distrust of customers. When customers always like to communicate directly with the company's creative people, you should think about it. First, we should fully review the problems existing in our AE itself; Secondly, perhaps, most of the responsibility lies not in AE, but in the imperfection of the company system (as far as I know, Ogilvy and other large foreign advertising companies will never let customers avoid AE and communicate directly with creators). Of course, AE's working methods may still have many problems worth thinking about, such as how to make regular phone calls, how to grasp the tone, how to show identity in front of customers, how to hold regular meetings, how to convey the resolutions and spirit of the meetings, how to coordinate if there is a conflict with the staff of the collaborative department, how to deal with the thorny problem of customers not paying on time, and so on. I believe that there is no unified solution to these problems, and there is no panacea for all diseases. With the above considerations and reserves, I believe that each AE has its own integrated operation mode. AE, you can act like a boss, depending on your ability. AE is a painful job, but it is also the most promising job in advertising. AE, a striker, will always be a pioneer in advertising.