As a newcomer to the customer experience

As a newcomer to the customer experience, the workplace is also some of the principles of doing, know how to interact with people is also the workplace to win the magic weapon, character is revealed in the details, the invisible traps in the workplace is a lot of, the following is as a newcomer to the customer experience to share.

As a newcomer to the customer experience 1

According to our customer management experience, to share the "customer management five-step method":

The first step: Emotional management - so that part-time workers become "their own people"

Emotional management, in order to allow part-time staff to invigorate the spirit of work, to ease the strangeness of part-time work. Emotional management is not the same as "playing chicken blood", but the emotions of the part-time staff as a formal staff to treat the good horse to eat good grass to run fast.

There are two specific ways of emotional management:

One is the emotional construction before the top of the customer, the use of early morning name time to line up in unison shouting slogans, invigorate the spirit, and enhance the work of the active degree. The content of the slogan is not a certain rule, what is needed is to be consistent in the action, to break the state of squirming and slumping. The second is the psychological massage in the expansion of customers, the use of evening roll call time, listen to the actual feedback of the front-line work, timely response to the feedback, and appropriate comfort and encouragement. The first step is to make sure that you are able to get the most out of your time and money.

Step two: incentive management - so that the top customers have a goal

The top customers before the front to receive the target is punitive red line, afraid of being punished so the motivation to sell is difficult to long. The effective path to change the passive into active is to set incentives, according to stay in electricity, pull the visit, pledge, turnover of various nodes, set up a different effect of incentives, which allows customer service personnel will be transformed into targets, improve the work initiative, reduce the management burden, so that the channel to expand the customer to the effect of the shift. Specifically, you can appropriately reduce the base salary of customer service personnel, for each successful stay in the electricity, pull the visit (set according to the actual needs of the project) to give the appropriate bonuses, the results of the customer service to pay the bill, improve the effectiveness.

Step 3: Standardized management - a thousand people must be one side

Caliber is not uniform

A non-standard marketing caliber such as false promises is a real estate marketing taboo, not only affects the top port to the case of the customer conveyance of the field customers. The conversion rate, but also to the transaction will lay hidden dangers. Therefore, before the start of the action to expand the customer, must be all out of the street materials, sales caliber, price caliber to do a high degree of unity, to ensure that the written and verbal rhetoric tightly without error, to eliminate future problems. On the other hand, customer care personnel familiar with the caliber of customer care can be reduced to a certain extent, the quality of personnel vary on the impact of customer care, excellent rhetoric can increase the chances of obtaining customers, so that the project image is more unified.

Step 4: tool management - staring not staring death

Management of customer care, let alone is obviously impossible, the tube is too strict everywhere staring death will also have side effects, people under pressure love to exploit the loopholes, secretly thrown away the leaflet or messy writing to stay on the phone number. I believe all peers have met. The process to improve efficiency, the need to "stare at not stare at death" process management, specifically, can be combined with the Internet management tools, weakening the sense of pressure, enhance the degree of standardization of management, standardized management tools instead of a large number of manpower management. In order to optimize the effect of customer management, Reedtor has developed "Customer Plus", which is a customer management tool that can be installed on any type of smartphone, and can be accessed through the "bee" "commissioner" "manager" and "administrator". " "Manager" three different roles of the version, so that people in different roles in the top customers to carry out real-time management and view of the top customers, including the top customers online sign in and sign out, real-time location tracking, indicators to complete the statistics, incentives statistics, performance and cost management, and many other functions. This is a great way to reduce the amount of manpower needed to manage your business and improve your efficiency.

Fifth step: quality management - good or bad work is not the same

The most common inertia for the customer service staff is "mixing a little bit on the line, the salary will always be paid". This inertia comes from the management of the results of each person's work is not evaluated. Just like e-commerce shopping, sellers need to accept the evaluation of goods, in order to be constantly incentivized to maintain the high quality of goods, customer service management is the same, the management needs to give the evaluation of the results of the work of customer service staff, the formation of a quality management system, the results of the evaluation of the last salary settlement and the next priority to the employment of workers have an impact on the formation of a track record of quality management of each person, regardless of whether it is full-time or part-time staff should be so.

To summarize, customer management is a complex project, simple and brutal way difficult to achieve results, management should be intensive to be detailed, diversified ways, at the same time, we should pay attention to is the way to change the management needs to grasp the management points, do not do redundant management. In addition, the management needs to be more standardized, through the Internet, tooling, reduce the burden of human management, do fine management, make light management, do real management, make quality results of top management.

Preface

In real estate marketing, "customer resources" is one of the most critical factors in determining sales performance

One. The real estate invests millions or even tens of millions of dollars in marketing expenses, ultimately to attract customers to come to the door and close the deal. The biggest problem encountered by many slow-selling properties is that there are too few effective customers, and the amount of incoming and outgoing traffic is not enough to make the sales office popular. To solve the problem of customer resources, there are two main means: one is to publicize and promote, and the other is to expand channels. There are two key aspects of real estate marketing: products and customers. Among them, the product is the real estate industry, the fundamental conditions of marketing, this level, no matter what type, what kind of positioning, what size of real estate companies, are in the same competitive level, everyone has less than a few kinds of hands more than dozens of varieties of product types. In terms of customers and even customers operating channels, due to the size of the customer, new customers to expand different, the number of customers, customer purchasing power and so on, the real estate business of the three, six, nine and so on, naturally divided.

In previous years, real estate marketing means mainly to advertising as the king, as long as the media publicity is good, there will be a large number of customers take the initiative to seek products related to the situation, but nowadays, along with the unprecedented prosperity of the media and the target customers more and more rational, this single, pointing to a very strong means of media publicity has been unable to satisfy the current real estate market in the status quo of the hundreds of contenders. Therefore, it is necessary to take the initiative to expand a variety of ways to combine customers. On the one hand, the media release information on the original basis of more accurate, on the other hand, through the existing resources to provide a more feasible way to organize the expansion of customers.

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