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營業員的服務之道

對服務行業來說,至關重要的是微笑服務。美國一家百貨商店的人事經理曾經說過,她寧愿雇傭一個沒上完小學但卻有愉快笑容的女孩子,也不愿雇傭一個神情憂郁的哲學博士。作為我們山東有線服務于一線的營業員來說,微笑更重要,是我們的服務之道。

微笑,是一種愉快心情的反映,也是一種禮貌和涵養的表現。營業員并不僅僅在柜臺上才展示微笑,在生活中處處都應有微笑,在工作崗位上只要把顧客當作自己的朋友,當作一個人來尊重他,你就會很自然地向他發出會心的微笑。因此,這種微笑不用靠行政命令強迫,而是作為一個有修養、有禮貌的人自覺自愿發出的。唯有這種笑,才是顧客需要的笑,也是最美的笑。

一位優秀的營業員臉上總帶著真誠的微笑。 一個人不要也不應該被煩惱所支配。到單位上班,將煩惱留在家,回到家里,將煩惱留在單位,這樣,你總能有輕松愉快的心情。若是營業員們都能善于做這種“情緒過濾”,就不愁在服務崗上沒有晴朗的笑容了。當然,一個人遇到不順心的事,難免心情會不愉快,這時再強求他對顧客滿臉微笑,似乎是太不盡情理。可是服務工作的特殊性,又決定了營業員不能把自己的情緒發泄在顧客身上,所以,營業員必須學會分解和淡化煩惱與不快,時時刻刻保持二種輕松的情緒,讓歡樂永遠伴隨著自己,把歡樂傳遞給顧客。

營業員要想保持愉快的心情,心胸寬闊至關重要。接待過程中,難免會遇到出言不遜、胡攪蠻纏的顧客,營業員一定要謹記“忍一時風平浪靜,退一步海闊天空”。有些顧客在選購商品時猶猶豫豫,花費了很多時間,但是到了包裝或付款時,卻頻頻催促,遇到這種情況,營業員絕對不要不高興,應該想:他一定很喜歡這種東西,所以才會花那么多時間云精心選,現在他一定急著想把商品帶給家人看,所以他才會摧我”這樣就會露出體諒的微笑。

微笑服務并不僅僅是一種表情的表示,更重要的是與顧客感情上的溝通。你表達的是:見到你我很高興,愿意為你服務。它不意味只是臉上掛笑,而是真誠為顧客服務。試想一下,如果你只是一味地笑,而對顧客內心有什么想法,有什么要求一概不知,一概不問,那么這種微笑有什么用呢?因此,微笑服務,最重要的是在感情上把顧客當親人、朋友、與他們同歡喜、共憂傷,成為顧客有知心人。

  • 微笑
  • 流汗
  • 羨慕
  • 流淚

[責任編輯:崔翠翠 許大發]


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