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提高服務技巧 打造優質服務

選擇一個產品,服務方面是客戶考慮的重要因素之一。這就要求客服人員關心、理解、體貼客戶,擁有很好的客戶服務技巧,讓用戶滿意。如何提高服務技巧呢?

首先,要擁有對服務工作的熱愛。服務心態決定服務行為,服務行為決定服務結果。客服人員應保持熱情的服務心態,做到眼到、身到、口到、意到,與客戶保持良好的溝通和相互信任的關系。服務工作做的盡善盡美,同樣會得到別人的尊重與肯定,來自于工作的肯定、來自于客戶的肯定及對自我的認同,會是自我更出色和自豪。

第二,對客戶的同理心。當客戶有需求時,尤其是客戶向我們反映問題時,客服人員要先認真聆聽客戶反映的情況,若不能當即解決的問題也需要耐心解釋,完整記錄并盡快協調解決。客戶與我們溝通時,是希望得到重視,得到幫助。客戶服務人員要設身處地的為客戶設想,體會到客戶感受,最重要的是在溝通中保持冷靜和熱情友好的服務態度。有時候可能一句話就會讓對方出現排斥態度,而多一個微笑,改變幾個字眼,積極的態度更能促進問題的解決。

第三,服務經驗的積累。客戶服務經驗的積累,可以為自己未來的發展打下良好的基礎。良好的語言表達及熟練的業務技能除了本身具備的素質外更多的需要在日常工作中的經驗和積累,再把積累的內容應用到實際工作中去。準確把握客戶心理,以靈活的處理客戶問題,做好溝通。

客服人員每天會面對各種各樣客戶,雖然客戶之間存在諸多差異,但是他們仍然有共同點,比如無論身份、性格、愛好,他們都希望得到尊重。因此,無論是面對哪一種類型的客戶,都應該注重自己的儀表,熱情周到、耐心傾聽、真誠贊美。溝通是種藝術,從某種意義上說,客戶服務的過程就是溝通的過程,有效溝通不僅可以實現與客戶的良好互動,更是提升服務技能的有效途徑。

  • 微笑
  • 流汗
  • 羨慕
  • 流淚

[責任編輯:崔翠翠 許大發]


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