Introduction: Sales is a process of introducing the benefits provided by commodities to meet the specific needs of customers. It is an art to let both sides get what they need, be satisfied with each other and form a win-win situation. Therefore, "sales" can be said to be a "win-win art". So how to improve the quality of customer service? Come and have a look with me, I hope I can help you.
Chapter 1: Skills to Improve Customer Service Quality and Skills to Serve Old Customers 1. More preferential measures.
Such as quantity discount, gifts, long-term credit sales, etc. Moreover, telemarketers often communicate with customers and maintain a good and harmonious relationship and atmosphere.
Skills of serving old customers II. Special treatment for special customers
According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the company. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the company. According to a research report published by Harvard Business Journal, customers who patronize for many times can bring 20% profit to the company than customers who come to the house for the first time? 85% profit. Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.
Skills of serving old customers 3. Provide systematic solutions.
Not only at the level of selling products to customers, we should take the initiative to tailor a set of suitable systematic solutions for customers, care for and support customers' development in a wider range, enhance customers' purchasing power, expand the purchase scale, or discuss new consumption methods and ways with customers to create and promote new demands.
Skills of serving old customers 4. Communicate with customers in depth to prevent misunderstanding.
Customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely convey the information of business strategy and strategic changes to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products and services, and integrate them into the improvement of enterprise work. In this way, not only can the old customers understand the business intention of the enterprise, but also can effectively adjust the marketing strategy of the enterprise to adapt to the changes of customer demand. On the other hand, we should be good at listening to customers' opinions and suggestions, establish corresponding communication channels for complaints and after-sales service, encourage dissatisfied customers to put forward their opinions, and deal with customers' dissatisfaction in time. We should also consider the problem from the perspective of respecting and understanding customers and adopt a positive, enthusiastic and timely attitude. At the same time, we should follow up with customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.
Chapter 2: Skills to improve customer service quality? The way to achieve excellent customer service first of all, be vigilant.
Keeping a certain vigilance at all times is the beginning of good service. Even before customers ask for it, they should be ready to provide this service.
Ways to achieve excellent customer service II. speed
As far as customer service is concerned, the difference between good and mediocre often lies in the speed of providing services! In this digital world, timeliness is the key to effective customer service.
Ways to achieve excellent customer service. happy
Attitude is as important as performance. No matter how good the service is, it is difficult to satisfy customers if the enterprise is unwilling to provide services or put on a posture appreciated by important people. Cherish those customers who complain. Research shows that only 10% of dissatisfied customers will buy again without complaining. What can a properly handled complaint bring to the enterprise? Repeat customers? .
The fourth way to achieve excellent customer service is to pay attention to details.
Research shows that compared with other programs, the first few minutes and the last few minutes of customer service usually leave a clearer impression on customers, and this impression will last for a long time. Sincere greetings and farewells are often of great significance. Don't forget to say at the end of the service? Thank you? .
Ways to achieve excellent customer service.
In today's digital world, databases and the information wealth that we can extract from these databases are extremely precious. Who is buying our products? When did you buy it? How often do you buy it? We often sit on the treasure house of information without using it.
Ways to achieve excellent customer service. Measure important factors
Shipments may not necessarily turn into profits. Are the vast majority of the tiny customer base converted into repeat customers or profitable customers? Study the information behind these data to deepen the understanding of loyal customers.
Ways to achieve excellent customer service. Analyze customers? Betrayal? reason
We need to find out why our customers abandoned us! Is it because of the product? Or is it because of customer interaction? Can this problem be corrected? In order to attract first-time buyers, we have invested a lot of time, money and energy. We can't just because we don't understand the betrayal of our customers? Why? Let customers abandon us, thus losing the opportunity to reverse the loss of customers.
Ways to achieve excellent customer service Eight, highly respect each individual customer.
Make customer interaction more humane and let them know that they are not dealing with a commodity. ? I'm sorry, okay? vs？ We're sorry? . ? We have heard of this problem before, and I will try my best to solve it. ? Let everyone in the organization play the role of supporting customers.
Methods of obtaining high-quality customer service. Learn to meet customers' uncertain needs.
Only by establishing a continuous relationship with customers can enterprises prosper. As customers? Marketing partner? . It must be remembered that properly handled complaints can bring repeat customers to enterprises.
Ways to find customers:
1, data search method
Data search method is that salespeople identify potential customers and customer information by searching various external information. The ability to search with data is called a searcher by experts. Before meeting the customer, the salesman of Soushang Gao knows most of the customer's information, such as the customer's major, customer's email address, customer's birthday, customer's native place, customer's graduation school, customer's mobile phone number, customer's position and so on.
You can't see him, but you know him. Design questions according to the information, and pay attention to the details and opening remarks of the visit. You can also preliminarily judge the customer's' personality' behavior style according to the customer's information, so as to meet the customer and do it. Love at first sight? Lay a good foundation! There are many search tools: online search, books, newspapers and magazines, professional magazines and so on.
Internet search is very important to modern people! It is also the fastest and simplest search method. Finding potential customers online is the best choice. First, search some information about your customers through some commercial websites on the Internet. Or through Baidu, Yahoo, Google and other large search engines. , search with keywords; Don't stick to a search engine, the same keyword will have different results in different search engines. Nowadays, many companies have established their own company websites, or published some information through the Internet, such as recruitment information. Nowadays, it is easy to search the information of companies and customers on the Internet.
These professional networks and trade association websites also have many related links, which are also very useful. The author knows the email addresses and birthdays of many customers through online search, which provides great convenience for the author's training and consulting career. I also learned about the training characteristics of competitors and the recent environment of my industry through online search.
2. Internal resource law
For example, customer data sorting method, through the information resources provided by enterprises, carries out sorting and analysis, combined with online search, to further enrich the knowledge and information of potential customers. For example, the front desk clerk of the company will have new customer information, such as the new customer information obtained by the marketing department through market activities, such as the customer information obtained by colleagues, such as the customer information given by the boss and so on. In particular, according to the customer data and information provided by previous salesmen, we will sort out and analyze them to find new potential customers.
3. Personal domain law
This method includes door-to-door visit and on-site observation. For example, selling textbooks and stationery to college students, choosing university campuses as search areas, selling prescription drugs, choosing hospitals or clinics as search areas, and strengthening visits to these places. In these areas, you can choose non-customers to collect information first. If the medicine you sell is stomach medicine, you can go to the idle department or study or intern first to get to know the situation of the hospital and digestive department.
You can also go to the registration hall or waiting room of the hospital to observe and search for customer information. For example, the registration hall generally has a doctor's introduction and a special introduction. You can also observe the number of patients who see a doctor, so as to judge their potential or the market potential of the hospital. For example, car salesmen drive new cars around residential areas or community streets, looking for old cars. When they find the old car, they regard the owner of the old car as a potential customer, and try their best to get in touch with, know, be familiar with and even become partners with the old car owner.
4. Chain introduction method
Chain introduction is a way for salespeople to ask existing customers to introduce potential customers. There are direct introduction and indirect introduction. Indirect introduction refers to the salesman looking for potential customers within the communication scope of existing customers, and direct introduction refers to inviting existing customers to introduce their related customers. There are many specific methods of chain introduction, such as asking existing customers to give them the opportunity to attend their party, asking existing customers to forward materials on their behalf, and asking existing customers to make chain introduction through letters, telephones, business cards, etc.
5, the influence of character introduction method.
Sales staff develop some influential central figures in specific sales customers, and make these customers become potential customers of sales staff through others within their influence. The principle of this method is the principle of trust authority in sales psychology, but what about in sociology? Expert? Principle, that is, people's ability to distinguish is often influenced by experts and authorities.
People are convinced and obedient to the prestigious figures in their minds, so it is very important to win the support of these expert tasks. The difficulty of this method lies in persuading the central figure. Only by gaining the trust and support of the central figures can we further discover more potential customers by using the central flowering method.
As long as salespeople concentrate on doing meticulous work for a few central figures and make them loyal customers, they can get many potential customers through their word-of-mouth communication; You can also improve the popularity of products through their fame and influence. For example, doctors are influential central figures in the field of patients, and teachers are influential central figures among students.
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