Welcome attitude, attitude is very important, because it determines the customer's perception of the whole service. How to show your attitude and enthusiasm to welcome customers? Smiling is the most basic. But I often find that many service personnel can't even do this basic attitude.

Friendly greetings. Friendly greetings are very meaningful, but they are ignored by many service personnel. This is a very small thing, very easy to do. The greeting voice should be clear, loud and warm, and really convey that you are glad to meet him and thank him for his patronage. "Frog" greetings created by enterprises in Taiwan Province Province. All the people said "welcome" in unison.

Instant greetings. "Not greeting customers will cause a kind of psychological pressure on customers". Many times, our customers need to wait a few minutes to get service. Research shows that customers feel that the waiting time is longer than the actual waiting time. A customer waited for 30-40 seconds, maybe he felt that he had waited for 3-4 minutes. When you are ignored, you feel that time passes slowly. Instant greetings will reduce the pressure on customers. Why is there pressure? They feel a little uncomfortable in a strange environment. You work there every day, and they only visit occasionally. Instant greetings can relieve the psychological pressure of customers at first, which is the smooth development of services. When a customer walks into your store or workplace, greet the customer verbally within 10 seconds.

Eye contact. If you can't say "hello" loudly, you can greet the customer with eyes and gestures, indicating that you have noticed the existence of the customer and are ready to serve him immediately. Look at your customer and you can tell him that you are willing to serve him. Eye contact creates a tacit understanding between you and your customers and conveys your interest in further communication.

Understand the needs of customers.

Predict the needs of customers. Different people have different needs, so services should be prepared in this way. The world is very big, and all kinds of people have it. We must pay special attention to the emotional needs of customers in our service. Usually, customers have emotional needs to be appreciated, sympathized and respected, and services need to put themselves in their shoes to understand and meet these emotional needs.

Observe the needs of customers. Through careful observation, we can see the needs of customers. For example, if a customer stays in front of a product for a period of time, it means that he has this demand for this product, and the service personnel need to come forward to serve in time.

Ask and listen to customers' needs.

Many times, customers will take the initiative to tell us their needs, which requires us to listen attentively to customers' conversations and understand their real needs. Sometimes customers may not be able to express their needs clearly. For example, many girls go to beauty salons for cosmetic surgery to look beautiful, but most people's real need for cosmetic surgery is to get the love and respect of others. So sometimes cosmetic surgeons do psychological counseling. The skills of asking and listening need constant practice and are also the most important skills in service.

Complete a transaction or meet customer needs.

After you know the customer's needs, you should complete the transaction efficiently as soon as possible or meet the customer's needs, and strive to make no mistakes when dealing with the transaction. After completing the transaction, always remember to ask the customer, "Is there anything else I can do for you?" Show that you are willing to help them.

Build relationships with customers.

Thank customers. Sincerely thanking customers for their business is an effective measure to establish relations with customers, such as using the customer's name: "Mr. Wang, thank you very much for coming." Please go. "

Collect and sort out customer information. Timely contact with customers, such as mailing thank-you cards and New Year cards, are all ways to establish relationships with customers.