1. Understanding of color. In the first class, the teacher explained the basic knowledge of color to us. The types of colors are colorless and colored, cold and warm, and color contrast and harmony. Through the study of this course, I have a deeper understanding of color matching in clothing and makeup.
2. Make up. I had never studied makeup before this class, but after this class, I came into contact with makeup, learned about the understanding and use of makeup tools and cosmetics, and made makeup according to my head, face and five senses.
3. Understanding of skin. Knowing the type of my skin is more conducive to me to choose the right cosmetics, and to adopt different skin care products at different ages to develop good skin care habits.
4. Matching clothes. Match clothes according to your skin color, body shape and occasion. Judge the style of clothing, learn the method of body compensation, the coordination method of face, collar and hairstyle, and the method of clothing color matching.
5. Different ways to tie hairstyles and scarves. Design your own hairstyle according to different occasions and your own preferences. Interestingly, the teacher taught us a lot about tying hair and wearing scarves, and how to make clothes with scarves. Simple, convenient and beautiful!
6. Social etiquette. Last class, the teacher taught us social etiquette. Sitting posture, standing posture and shaking hands are all things we should pay attention to and learn from in our future job hunting and work, and we should be generous and decent.
Generally speaking, I have learned a lot from this course. I think as a modern woman, I should know how to show my beautiful and generous side.
Training experience in customer psychology and customer communication skills
First, the teacher mentioned the phrase "talking to people, talking nonsense", which everyone usually hears a lot. As salespeople, we should have this adaptability and sincerity. Analyze the psychology of each customer, understand the real needs, impress each other with your sincerity, do a good job in balanced sales, and let customers feel and recognize your sincerity.
Second, pay attention to listening, and learn to be a good listener when communicating with customers. Some people will talk about their products and their companies when they meet customers, but they don't leave customers the right time to express themselves and know too little about their information. Therefore, we should be a good listener, let customers talk more, we smile more and nod more, and information is generated in our brains, which can guide our next work.
Zhu: treat customers as friends and treat them sincerely; Look for customers' needs, seize weaknesses and overcome difficulties; Actively strive to make the impossible possible; When there are no conditions, create your own conditions; Become a customer expert, solve problems for customers, and make customers feel that you are a noble person; Establish interpersonal networks and make more friends; Pay attention to the ways and means of communication, there are three words in a sentence, and it is better to be clever; Don't argue with customers, listen to customers more; Have confidence, goals and actions; Look for opportunities, create opportunities, seize opportunities, seize opportunities; Not afraid of failure, sum up failure; Pay attention to the details of life, and the details determine success or failure.
Wang Huaning: In the past, we always let our customers know about their products, but ignored their needs. Without understanding, the market cannot be established. Be sure to understand the customer's psychology, make preparations in advance, and try to solve it. Look for customers' interests in communication and give them value guidance.
The case that impressed me the most in the training was the "pain-increasing method". When customers encounter tasteless and discarded products, it is often difficult to make a decision. At this time, we can think in the opposite direction, help customers analyze their interests, and then publicize our products, cost performance, services, advantages and special interests in order to reach an agreement with customers.
Xu: In terms of psychological advantage, customers will be higher than salespeople, so never argue with customers about a problem, even if they think they are too picky. Complaints show that customers want us to make progress and improvement, so it is best to show our improvement measures and product advantages to customers in the communication process according to their mood, and finally reach mutual understanding.
Salespeople's manners, polite language, treating people and so on all reflect the quality of salespeople and the development level of the company, and every move should reflect flexible style and sincerity. Professional product knowledge and the concept of solving problems for customers are the basis of becoming a qualified salesperson.
Chen Qian: Making customers accept themselves is the first task of salespeople. Because customers should not only consider whether the product is suitable for them, but also consider the factors of marketers when buying. To a certain extent, the quality of sincerity, enthusiasm and hard work of marketers can impress customers more, thus stimulating customers' willingness to buy.
Marketers don't want to be "chameleons" and "swings", but should communicate with customers to meet their psychological needs. When communicating with customers, salespeople should manage and use their mouths well, and use appropriate language skills to say what they should say well and speak to customers' hearts.
Jiang Peiyuan: First, communicate with customers in a positive language. When communicating with customers, sometimes there will be a slip of the tongue, and even inadvertently said something that should not be said, which destroyed the customer's mood, so it is very important to master positive language.
Secondly, what impressed me most about this training was the "pain-increasing method" and "music-increasing method". Customers will inevitably encounter some minor problems in the process of using competitors' products. Salespeople should be good at grasping these small problems, amplifying the difficulties caused by small problems, making customers feel that the problems are serious, and then describing the solutions to these problems and the advantages of their products to customers in detail, so that the balance can slowly tilt to their own side.
Li Cheng: I want to focus on some problems existing in the training. First, there is insufficient interaction. Secondly, no one asked questions. If you can ask questions and stop the teacher, it means that you really used your brain in training, and you will gain more in future training and think more in practice.
I believe many call center managers feel the same way. Nowadays, customers are more and more "unruly" and always complain, which puts our managers and customer service representatives under great pressure every day. Indeed, if complaints are not handled well, it will affect the relationship between customers and enterprises, and some complaints will even damage the image of enterprises and bring bad influence to enterprises.
However, if you think about it carefully, complaining is a "bad thing" and a good thing. It is users' complaints that improve our service. Customer complaints are both a disaster and an opportunity. The key is how you understand and face them. If you treat customer complaints as a disaster, you will be under heavy pressure every day. If it is regarded as a good thing, complaint is a tool to improve the service level of enterprises, and even make customers become long-term loyal customers of enterprises.
I. Reasons for complaints
The most fundamental reason is that the customer has not received the expected service, that is, the gap between the actual situation and the customer's expectation. Even if our products and services reach a good level, as long as there is a distance from customers' expectations, complaints may arise.
1 In the process of using the service, some people discriminate against or despise them, and no one listens to their complaints.
No one wants to take the blame or responsibility.
They suffered money or time loss because of someone's dereliction of duty.
Their problems or needs have not been solved and no one has explained them clearly.
Customers think we should be duty-bound to solve everything.
Second, the purpose of customer complaints
1 Customers want their problems to be taken seriously.
2 can get the warm reception of relevant personnel.
Obtaining high-quality service can finally solve the problems they encounter satisfactorily.
Third, the benefits of complaints.
1 complaints can point out the company's shortcomings.
Complaining is to provide you with the opportunity to continue to serve him.
Complaining can strengthen him to become a long-term rational customer of the company.
Complaints can make the company's products better, improve complaints, and improve the ability of people who handle complaints.
Fourth, the four demands of customer complaints
care for
The customer needs you to show concern and concern for him, not to feel neglected or dealt with. Customers want to be valued or treated well. The people they want to contact are those who really care about their requirements or can solve their problems. They need to understand expression and care about themselves.
1 yes.
What customers need is fair treatment, not complaining, denying or making excuses. Listening can find solutions to problems and train us to stay away from complaining, denying and making excuses.
2. Specialization of service personnel
Customers need an understanding and responsible response. The customer needs someone who can use his head and really solve the problem for him, someone who not only knows how to solve the problem, but also is responsible for solving it.
3 rapid response
Customers need a quick and thorough response, not delay or silence. Customers want to hear "I will give priority to your problem" or "If I can't solve your problem right away, I will tell you the steps and time to deal with it".
Five, the basic method of handling complaints
4 user listening
Listening is an art, from which we can discover the real needs of customers and get important information for handling complaints.
5 Apologize
If you are not wrong, there is no reason to panic. If you are really wrong, you must face it bravely. Remember, customers are angry because they have problems. You are indifferent or arguing, making excuses or refusing will only add fuel to the fire. Apologizing in time will have unexpected effects.
6 ask carefully
Guide users to tell the key points of the problem, and have a clear aim.
7 show sympathy
If the other person knows that you really care about his problems and understand his feelings, his anger will be reduced by half, and find out the views agreed by both sides, which shows that you understand him.
8 record the problem
It won't take too long to record the key issues reflected by customers.
9 solve the problem
Ask the customer about the solution they want to solve. Once a solution is found, ask the customer's consent. If the customer doesn't accept your solution, please ask him what suggestions or solutions he wants to solve, and do you have the right to decide, so that the customer can know your progress clearly at any time. If you can't cancel, you can recommend other suitable people, but you should take the initiative to contact.
10 ends politely
Sixth, the skills of handling escalation complaints.
1 1 Before handling upgrade complaints, you must fully understand the problems complained by users and be aware of them.
12 possible situations and countermeasures.
13 On the basis of understanding the user's complaint intention, set possible treatment schemes for users to choose from.
14 Grasp the principle of final handling, and do not accept those beyond the principle.
Seven, handling difficult complaints skills
Smile and melt the frost.
2 Transfer target
3 Role conversion or substitution
leave no room
5 win sympathy
6 Sincerely close the distance
7 transmission site
8 take the initiative to pay a return visit
9 Appropriate concessions
10 gives customers a sense of superiority.
1 1 goodwill commitment
12 Dare to admit mistakes
13 Authoritative Prize Winning
Eight, the big taboo in the process of handling complaints
1 Lack of professional knowledge.
2 snubbing customers
Lack of patience, eager to send customers away.
Promise customers what they can't do.
Be anxious to make excuses for yourself.
I'm glad to answer it for you.