To be a qualified customer service staff, we should have strict work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patient explanation to customers, full work enthusiasm and serious work attitude, and listen to customers' opinions with an open mind.
First, a warm and serious attitude
To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.
Second, basic skills
Good psychological quality and self-control, teamwork spirit, good listening and communication skills, guidance and judgment skills, a sense of accomplishment brought by heavy workload, dedication, a good understanding of the interests of the company and customers, cadence, clear logic before and after speaking, proficiency in language, basic computer knowledge and language requirements (Mandarin).
Third, skilled business knowledge.
You should have skilled business knowledge and keep studying hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as telephone bill inquiry, business inquiry, business handling, complaints and suggestions. Let customers get better service in satisfaction.
Fourth, reasonable communication and coordination.
Communication ability, especially effective communication ability, is a basic quality of customer service personnel. Customer service is the work of dealing with customers. Listening to customers, understanding customers, inspiring customers and guiding customers are the basic skills when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.
Fifth, answer questions patiently.
The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. If you encounter problems that customers don't understand or can't explain, you should be patient and never try again until the customers are satisfied. We should always keep the promise of "turning smiles into voices" and bring sincerity to customers. In this way, we can better improve ourselves.
Sixth, good psychological quality
(1) needs the ability to defeat and strike. We must have the resilience of "being calm".
The so-called resilience refers to the ability to effectively deal with some emergencies. As a customer service staff, you face different customers every day, and many times customers will bring you some realistic challenges. Especially when dealing with some customers' vicious complaints, we should be calm.
(2) Have the ability to withstand setbacks.
Customer service personnel may suffer setbacks and blows, and need to have the ability to withstand setbacks and blows.
(3) Have the ability of self-control and mood adjustment.
The ability of self-control and adjustment of emotions and the psychological quality of excellent customer service staff are very important.
(4) Sufficient emotional support.
Customer service personnel need to provide the best and most thoughtful service to every customer, and can't hold back. Moreover, it takes great enthusiasm to treat the first customer and the last customer.
For every customer, the customer service staff is the first time. The customer doesn't know that you received 200 calls in front, but only knows that you are answering my phone now, and doesn't understand that you are already very tired. Everyone's ability to support this full of emotions is different. Generally speaking, the longer the working hours, the stronger the support ability of the customer service staff with full emotional input.
(5) Have a positive attitude and never give up.
Customer service personnel need to constantly adjust their mentality in their own jobs. You can't give up easily when you encounter difficulties and setbacks.
Seven, personality quality requirements
(1) Patience and tolerance are the virtues of excellent customer service staff.
Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers. Customer service personnel need to be tolerant and understand customers. The truly excellent customer service should satisfy customers according to their own preferences. Different customers have different personalities, and their outlook on life, world outlook and values are also different.
Even if this customer can't be a friend in your life, he is a customer in your work, and you should treat him better than a friend, because this is your job. You should have strong endurance, tolerate some unreasonable customers and some petty customers. Because many customers are sometimes like this, haggle over every ounce, make trouble without reason, importune, and whatever happens.
(2) Don't promise easily, but keep your word.
For customer service staff, usually many companies have clear requirements: don't promise easily, and do what you say. Customer service personnel should not easily promise to do anything for customers, which will make their work passive. However, the customer service staff must honor their promises, and once they promise their customers, they must try their best to do so.
(3) Be brave in taking responsibility
Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, and it is necessary to solve the contradiction caused by all the losses brought by the whole enterprise to customers. Therefore, in the customer service department, it cannot be said that this is the responsibility of other departments, and all responsibilities need to be solved through you. This is called taking responsibility.
(4) Have the heart of fraternity and treat everyone sincerely.
Have the heart of fraternity and treat everyone sincerely. This kind of love is to achieve the ideological realm of "everyone for me and I for everyone". But not many people can do this. Japanese companies hire people with a spirit of fraternity when interviewing customer service staff.
(5) Modesty is one of the elements of customer service.
It is a human virtue to have a modest heart. Modesty is very important A customer service staff needs to have strong professional knowledge, do everything and know everything, so it is possible that they are not modest and will think that the customer is speaking layman's words. Especially for maintenance personnel, modesty is more important. For example, most of the customer service staff in IT industry need to provide maintenance services at home.
You rely on professional knowledge and skills to provide services. In this field, you may be an expert, and customers may speak a lot of layman's words. If the customer service staff does not have a modest attitude, they will show off their professional knowledge and expose their shortcomings in front of customers. This is a very taboo point for customer service. Customer service personnel require comprehensive professional knowledge and high service skills, but you can't show off in front of customers and treat them as fools.
(6) Strong sense of collective honor
Customer service emphasizes team spirit. Customer service personnel in enterprises need to help each other and must have team spirit. People often say that a team is particularly United and cohesive. What does this mean? This mainly means that every player does not score goals for himself, but everything he does is for the team to win. The same is true for customer service staff. Everything you do is not to express yourself, but to do a good job in customer service of the whole enterprise. This is the sense of honor of the team, and this is the team spirit.
Eight, skills and quality requirements
(1) Good language skills.
Good language skills are essential skills to achieve customer communication.
(2) Rich industry knowledge and experience
Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need professional knowledge and experience. You should not only know how to communicate with customers and apologize to them, but also become an expert in product knowledge and be able to explain all kinds of related questions raised by customers. If the customer service staff can't become professionals in the industry, not professionals, then some problems may not be solved. As customers, what we want most is the respect and help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience.
(3) Skilled professional skills
Skilled professional skills are a compulsory course for customer service personnel. Customer service personnel in every enterprise need to learn various professional skills.
(4) Elegant body language expression skills
Mastering elegant body language expression skills can reflect the professional quality of customer service staff. Elegant body language expression skills refer to a person's temperament, and the inner temperament will be expressed through the external image. Your gestures, your way of speaking and your smile all show whether you are a professional customer service staff.
(5) Quick thinking and insight into customers' psychological activities.
Insight into customers' psychological activities is the key to good customer service. Therefore, customer service personnel need to have these skills. Quick thinking and insight into customers and their psychological activities are the minimum requirements for the skills and quality of customer service personnel.
(6) Good interpersonal communication skills.
Customer service personnel have good interpersonal skills and communication skills, and communication with customers will become smoother.
(7) Have professional customer service telephone answering skills.
Professional customer service telephone answering skills are another important skill of customer service personnel. Customer service personnel must master how to answer customer service calls and how to ask questions.
(8) Good listening ability
Good listening ability is a necessary guarantee to realize customer communication.
Nine, comprehensive quality requirements
(1) service concept of "customer first"
The service concept of "customer first" should always run through customer service, so customer service personnel need to have the service concept of customer first.
(2) Ability to handle work independently
Excellent customer service staff must be able to handle their work independently. Generally speaking, enterprises require customer service personnel to be independent, that is to say, you should be able to handle many difficult problems in customer service independently.
(3) the ability to analyze and solve various problems
Excellent customer service personnel not only need to be able to do a good job in customer service, but also be good at thinking, put forward reasonable suggestions, have the ability to analyze and solve problems, and help customers analyze and solve some practical problems.
(4) the ability to coordinate interpersonal relationships
Excellent customer service staff should not only do a good job in customer service, but also be good at coordinating the relationship between colleagues to improve work efficiency. Interpersonal coordination ability refers to how to coordinate the relationship with colleagues in customer service department. Sometimes the tension and unhappiness between colleagues will directly affect the work effect of customer service.
For example, some customer service executives often complain that their daily work is to coordinate the contradictions between subordinates. Many customer service staff are girls. When girls are together, there are many things, and some contradictions are caused by trivial things. As a result, the customer service supervisor has to mediate these contradictions every day.
(1) Extended Reading of Customer Service Professional Quality Course
Customer service mainly embodies a customer-oriented value, and integrates and manages all elements of the customer interface with the preset optimal cost-service combination. Broadly speaking, anything that can improve customer satisfaction belongs to the category of customer service. Customer satisfaction refers to the gap between what the customer actually "perceives" and what he expects. )
Customer service can be basically divided into manual customer service and electronic customer service, among which manual customer service can be subdivided into three categories: text customer service, video customer service and voice customer service. Text customer service refers to customer service mainly in the form of typing and chatting; Video customer service refers to customer service mainly in the form of voice and video; Voice customer service refers to customer service with mobile phone as the main form.
Based on the rapid development of Tencent WeChat, WeChat customer service, as a brand-new customer service method, has appeared in the customer service market. Relying on the exquisite technical conditions of WeChat, WeChat customer service integrates all functions of text customer service, video customer service and voice customer service, and has unparalleled advantages, so it is highly praised by the market.
B. What qualities should service personnel have?
Copy one and be proficient in business knowledge.
You should have skilled business knowledge and keep studying hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as telephone bill inquiry, business inquiry, business handling, complaints and suggestions. Let customers get better service in satisfaction.
Second, answer questions patiently.
The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. If you encounter problems that customers don't understand or can't explain, you should be patient and never try again until the customers are satisfied. We should always keep the promise of "turning smiles into voices" and bring sincerity to customers. In this way, we can better improve ourselves.
Third, a warm and serious attitude
To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.
Fourth, reasonable communication and coordination.
Communication ability, especially effective communication ability, is a basic quality of customer service personnel. Customer service is the work of dealing with customers. Listening to customers, understanding customers, inspiring customers and guiding customers are the basic skills when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.
C. please briefly describe the basic abilities of customer service staff.
Customer service needs to have good psychological quality. Customer service personnel directly contact users, provide consulting services for users, and accept user complaints. The particularity of its work determines that customer service staff should be patient, tolerant of users' dissatisfaction, able to withstand pressure and have good psychological quality.
Proficient in business knowledge and user needs. Mastering business knowledge is one of the basic qualities of customer service personnel. Only by truly understanding the corporate culture and user needs can we respond positively to customers.
Communication and adaptability. Compared with other jobs, customer service puts forward higher requirements for employees in communication and adaptability. Customer service personnel need to use certain communication skills when accepting users' complaints, actively respond, resolve contradictions and disputes, resolve contradictions and confrontation, learn lessons from complaints, maintain corporate image, and solve problems for users in time.
High sense of responsibility and honor. Customer service is a window to show corporate image. The quality of customer service and the quality of customer service personnel directly affect the corporate image. This requires the customer service staff of the enterprise to have high professional ethics, do their jobs well and maintain the corporate image.
D. The basic professional quality of customer service personnel requires them to know clearly what to use when encountering problems.
Hello, there is no fixed standard for customer service staff to encounter difficult problems. Even if there are standards, customers will definitely not be satisfied. When they encounter difficulties, they should improvise with professionalism, so that they can do better.
I. Skilled business knowledge
You should have skilled business knowledge and keep studying hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as telephone bill inquiry, business inquiry, business handling, complaints and suggestions. Let customers get better service in satisfaction.
Second, answer questions patiently.
The core of a qualified customer service staff is the attitude towards zd customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. If you encounter problems that customers don't understand or can't explain, you should be patient and never try again until the customers are satisfied. We should always keep the promise of "turning smiles into voices" and bring sincerity to customers. In this way, we can better improve ourselves.
Third, a warm and serious attitude
To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.
Fourth, reasonable communication and coordination.
Communication ability, especially effective communication ability, is a basic quality of customer service personnel. Customer service is the work of dealing with customers. Listening to customers, understanding customers, inspiring customers and guiding customers are the basic skills when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.
E. What qualities should a customer service staff have?
Should have a cool head, a gentle attitude, and always think of customers. Don't get angry with customers casually, and don't be rude to customers.
At all times, realize that you represent the company at this moment, and customers' impression of the company depends largely on your attitude.
F. How to cultivate the quality and professional ethics of customer service personnel
Professional quality is a comprehensive embodiment of workers' ability to understand and adapt to social occupation, which is mainly manifested in professional interest, professional ability, professional personality and professional situation. Ability (1) is the integration of knowledge, skills and professional quality; (2) related to performance; (3) The combination of these factors leads to observable and measurable behavior; (4) It can be improved through training. (
G. what kind of professionalism should Taobao customer service have?
Keeping a normal mind is the best professional accomplishment.
Maybe others scold your ancestors, but you still say with a smile, you are right, just ignore it, normal buyers will respond normally, and abnormal buyers will ignore it.
H. the qualities that an excellent customer service should have.
As a customer service, what I see most is customers, and they are customers with various problems. So for these, an excellent customer service should have the following qualities:
1, excellent business ability (all customers who look for customer service come with problems, and solving them is the key)
2, excellent adaptability (the problem may be strange, resist, try to solve it yourself, don't look for the boss)
3, good expression skills (knowing what the problem is and being able to express the problem clearly are two different things)
4. Excellent psychological quality (this is also the most critical, which is related to the perfection of solving problems, especially not damaging the company image.
At this time, you represent the company, and you are the image ambassador! Always keep a normal heart.
Harmonious professional image! )
You are already an excellent customer service staff who can meet the above conditions.
A, customer service department efficient manual directory
The first chapter is the organizational structure, rights and responsibilities of the customer service department.
Section 1 Organizational Structure of Customer Service Department
I. Organizational Structure of Customer Service Department
Second, the main functions of customer service department
Third, the power distribution of customer service department
Section 2 Responsibilities of Customer Service Personnel
I. Responsibilities of the Customer Service Director
Second, customer service manager's job responsibilities
Three. Responsibilities of Customer Information Management Specialist
Four. Responsibilities of Customer Relationship Management Specialist
Verb (abbreviation for verb) The duties of the main customer service specialist.
Six, after-sales service specialist job responsibilities
Seven. Responsibilities of Customer Complaint Management Specialist
The third quarter customer service personnel's post quality model
First, the customer service director's post quality model
Second, the customer service manager's post quality model
Third, the post quality model of customer information management specialist
Fourthly, the post quality model of customer relationship management specialist.
Five, the key customer service specialist post quality model
Six, after-sales service specialist post quality model
Seven, customer complaint management specialist post quality model.
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter II Recruitment and Training Management of Customer Service Department
The first section customer service personnel recruitment management
First, the production of customer service personnel recruitment list
Second, the choice of recruitment channels for customer service personnel.
Third, the interview methods and skills of customer service personnel
Four, customer service personnel's professional skills test method
Verb (abbreviation for verb) Entry procedure for customer service personnel
Six, customer service personnel probation management
The second quarter customer service personnel training plan
First, customer service personnel training needs analysis
Second, the customer service personnel training plan
Third, customer service personnel training curriculum design
Four, customer service personnel training implementation process
Five, customer service personnel training evaluation system
The third quarter customer service personnel training content
First, the corporate culture training of customer service personnel
Second, the professional image training of customer service personnel
Third, the service mentality training of customer service personnel.
Fourthly, the training of communication skills for customer service personnel.
Five, customer service staff cooperation spirit training
Six, customer service personnel outdoor development training
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter III Team Building of Customer Service Department
The first section customer service team structure construction
One or four types of customer service teams
Second, the cooperation mode of customer service team
Third, the cultural construction of customer service team.
Section 2 Customer Service Team Communication Management
First, communication tools commonly used by customer service teams
Second, the three communication methods of the customer service team
Third, the customer service team's meeting decision-making mode
Section 3 Human Resource Management of Customer Service Team
First, the growth plan of customer service staff
Second, the promotion mode of customer service staff
Third, the echelon construction of customer service personnel.
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter IV Salary and Performance Management of Customer Service Department
Section 1 Salary System Design of Customer Service Department
First, the methods and channels of salary research in customer service department
Second, the content and method of customer service department job evaluation
Third, the salary model and scheme design of customer service department
Section 2 Salary Evaluation of Customer Service Department …
First, the salary evaluation method of customer service department
Second, the customer service department salary evaluation procedures
Third, the customer service department salary evaluation report
Fourthly, the optimization strategy of the salary system of customer service department.
Section 3 Performance Management of Customer Service Team
A, customer service personnel performance appraisal tools
Second, the performance appraisal model of customer service personnel
Third, the performance interview of customer service personnel
Fourth, the performance counseling of customer service personnel.
Verb (abbreviation of verb) Performance evaluation of customer service team
Sixth, the performance improvement of customer service team.
One or four types of customer service teams
Second, the cooperation mode of customer service team
Third, the cultural construction of customer service team.
Section 2 Customer Service Team Communication Management
First, communication tools commonly used by customer service teams
Second, the three communication methods of the customer service team
Third, the customer service team's meeting decision-making mode
Section 3 Human Resource Management of Customer Service Team
First, the growth plan of customer service staff
Second, the promotion mode of customer service staff
Third, the echelon construction of customer service personnel.
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter IV Salary and Performance Management of Customer Service Department
Section 1 Salary System Design of Customer Service Department
First, the methods and channels of salary research in customer service department
Second, the content and method of customer service department job evaluation
Third, the salary model and scheme design of customer service department
Section 2 Salary Evaluation of Customer Service Department
First, the salary evaluation method of customer service department
Second, the customer service department salary evaluation procedures
Third, the customer service department salary evaluation report
Fourthly, the optimization strategy of the salary system of customer service department.
Section 3 Performance Management of Customer Service Team
A, customer service personnel performance appraisal tools
Second, the performance appraisal model of customer service personnel
Third, the performance interview of customer service personnel
Fourth, the performance counseling of customer service personnel.
Verb (abbreviation of verb) Performance evaluation of customer service team
Sixth, the performance improvement of customer service team.
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter V Service System Construction of Customer Service Department
Section 1 Service Orientation of Customer Service Department
First, investigate the current situation of market services in the same industry.
Second, positioning the enterprise's customer service concept
Section 2 Product Development of Customer Service Department
First, the main products of customer service
Second, the optimal design of customer service products
Third, the evaluation of customer service products.
Fourth, the improvement of customer service products.
Section 3 Customer Service Process Management
First, establish customer service standards.
Second, the monitoring of customer service process.
Third, customer service process feedback
Four. Customer service process evaluation
Verb (abbreviation of verb) improvement of customer service process
Section 4 Standardization Construction of Customer Service Department
First, the administrative system construction of customer service department
Second, the construction of customer service system
Appendix 1: comparison table of efficient and inefficient behaviors
Appendix 2: Explanation of Classic Cases
Appendix 3: Job Skills Test and Thinking Points
Chapter VI Customer Survey and Data Management
Section 1 Customer Survey Management
First, the content of customer information survey
Second, the method of customer information survey
Third, the content of customer credit survey
Fourthly, the method of customer credit investigation.
……
Chapter VII After-sales Service and Complaint Management
Chapter VIII Customer Satisfaction and Loyalty Management
Chapter 9 Call Center Management
Chapter 10 Customer Relationship Management
……
J. How to cultivate the quality and professional ethics of customer service personnel
Customer service personnel:
First, strengthen their psychological training. Strong psychological endurance is the foundation of excellent customer service staff.
Second, personal communication skills should be able to grasp customers' emotions at the first time, effectively guide customers, and not give customers imperative answers and suggestions; This is the communication ability of customer service staff.
Third: your own language expression ability, don't use words of various colors to express your feelings and affect customers' emotions.
Fourth, service personnel should have a good way out.