VIP customer service staff at the airport is a full-time customer service staff, responsible for solving customer complaints, problems and after-sales service.

The necessary abilities and qualities of customer service personnel

1. The resilience of "being calm in the world"

It is very important for customer service personnel to be calm in the world. As a customer service personnel, they have to face different customers every day, and many times customers will bring you some real challenges. For example, front-line customer service personnel, who work in hotels, retail stores, telephone operators and telephone service personnel, Everyone may encounter some challenging environment.

For example, a customer in a retail store complained. He may have drunk a little wine and smashed the counter when he came in. At this time, what should you do as a customer service staff? Some customer service staff may cry at once. They have never seen anything like this. Why are customers so unreasonable? Call the police quickly! Call! And some very experienced customer service staff can handle this matter safely. This requires a certain degree of resilience. Especially when dealing with some vicious complaints, we should be calm.

II. Tolerance to setbacks

Sales staff often encounter some setbacks. What kind of setbacks may customer service staff suffer? For example, will you be misunderstood by customers? Will you take it out on the customer service staff? Because he has suffered a great blow, he needs an outlet. Therefore, customer service personnel need to have the ability to bear setbacks. < P > III. Self-control and adjustment ability of emotions < P > What does self-control and adjustment ability of emotions mean? For example, if you receive 111 customers every day, you may be scolded by the first customer, so your mood becomes very bad and depressed. If you don't go home, 99 customers are still waiting for you. At this time, will you transfer the unhappiness brought by the first customer to the next customer? Therefore, the psychological quality of excellent customer service staff is very important. < P > Fourth, the ability to support full emotional commitment < P > What is full emotional commitment? That is, you provide the best service to every customer. You can't hold back, you can't say, because you need to laugh at 111 people today, and it's estimated that it won't last that long, so you should laugh less at first. Is it ok to be a customer service? No. You need to be full of enthusiasm when you treat your first customer as well as your last customer.

5. Positive attitude and never give up

What is a good attitude of being positive and never give up? Customer service personnel need to constantly adjust

the external capabilities of customer service personnel in their own jobs, and must be supported by an internal thing, and this internal thing is literacy. So, what qualities do customer service personnel need?

1. Pay attention to commitment

"People don't know what they can do if they don't keep their promises." No one wants to deal with people who don't keep their promises. This is true in daily communication, let alone treat God. A promise is a responsibility, and you must do it when you say it.

2. Be tolerant

Sometimes, the customer service staff may face some "unreasonable" or grumpy customers, so they should be able to understand him: because he is angry, I might be anxious if I were him; It's good to solve the problem.

3. Be humble and honest

It's easy to understand to be humble and honest with God. Relatively speaking, honesty is more important. A person's lies may be maintained by luck, but your business is not alone, and lies will be exposed sooner or later, which will only irritate your customers. Just be what you are, and communicate sincerely with customers in the process of solving problems, which is even more important. It is to think from the customer's point of view, so as to truly understand the customer's thoughts and situation. This is empathy.

5. Be positive and enthusiastic

A positive and enthusiastic attitude will be passed on to everyone around you, creating a warm and harmonious atmosphere, and customers will feel good about you. No one wants to associate with people who are sad every day. Customer service staff must keep in mind that customers always like to associate with people who can bring him happiness.

6. Have a service orientation

Service orientation is a willingness to help others, which has nothing to do with work.

Generally speaking, women's service orientation is stronger than men's, and those who have become mothers will be stronger than those who have never given birth. This is because although mothers have paid a lot, But she feels very happy-she will see her children grow up because of her efforts, which brings her a kind of heartfelt joy.

Some people have no service orientation or are not strong enough. Once they choose the career of customer service, they will be very painful, because they have no initiative to help others, and they will feel very uncomfortable every time they provide services to customers. On the contrary, if you are a person with strong service orientation, You will find that service is a very happy thing, because you can feel happy by helping others every time. You will regard others' happiness as your own happiness and eliminate others' troubles as your greater happiness.

Among the qualities of customer service staff, service-oriented quality is the most important. If a person has no willingness to help others, it is conceivable that he can't pay attention to commitment, tolerance or modesty at all. Empathy, enthusiasm.

Your own mentality. You can't give up easily when you encounter difficulties and setbacks.

First of all, I suggest you start from the following aspects:

1. Do you like the position of customer service very much?

2. With your knowledge of technology in this industry, can you do a better job in customer service?

3. Are you patient, confident, friendly, and prefer to be a customer service worker? Do you like dealing with others?

what is the difference between excellent customer service and inferior customer service? To be an excellent customer service manager, you need to have the following quality requirements:

1. Basic skills:

1. Good language skills and elegant body language skills.

Good language skills are the necessary skills to realize customer communication. Mastering elegant body language skills can reflect the professional quality of customer service personnel. Your gestures, your way of speaking and your smile all show whether you are a professional customer service staff.

2. Rich industry knowledge and experience and skilled professional skills

Skilled professional skills are compulsory courses for customer service personnel. Perhaps, in a broad sense, customer service personnel can cope with the immediate work only by having the basic etiquette and skills of the service industry. However, in the face of the growing economic development today, customers' requirements are endless, which requires our customer service personnel to be familiar with the professional knowledge of the industry and meet the customers' requirements in time. The customer department and customer service personnel of every enterprise need to learn various professional skills.

3. Have good interpersonal communication skills

Customer service personnel have good interpersonal communication skills, and the communication with customers will become smoother. Good listening ability is bound to be an important guarantee for communication with customers. Have professional customer service telephone answering skills

Professional customer service telephone answering skills are another important skill of customer service personnel, who must master how to answer customer service telephone calls and ask questions. Have insight into customers' psychological activities

Quick thinking and insight into customers' psychological activities are the key to do a good job in customer service. It is the minimum requirement for customer service personnel to have insight into customers' psychological activities.

2. Requirements of psychological quality

1. Self-control and adjustment ability of emotions.

some online service personnel in customer service call centers are responsible for answering customers' complaints, and they have to accept nearly 111 complaints and inquiries a day, so it is necessary to maintain the same enthusiasm for each customer. Is it easy to do this? As long as there is a mistake in one link and there is an unpleasant quarrel with the customer, it is difficult to face the next customer with a positive attitude, so the emotional control ability of customer service personnel is particularly important.

2, the ability to withstand setbacks.

Many customer service personnel face misunderstandings and even insults from various customers every day, so you need to be able to bear it. What's more, customers go beyond the customer service staff and complain directly to their superiors. Some complaints may be exaggerated. Originally, the customer service staff didn't do so badly, but it became so bad in the customer's mouth that it should be fired immediately. Therefore, customer service personnel need to have the ability to withstand setbacks.

3, the ability to adapt to changes.

the so-called resilience is the effective handling of some emergencies. As a customer service staff, you face different customers every day. Many times, customers will bring you some real challenges, especially when dealing with some vicious complaints, especially to be calm.

4. Full emotional support ability

We should provide the best service to every customer without reservation. I can't say, because I need to laugh at 111 people today, I don't think I can laugh for that long, so I should laugh less at first. The customer doesn't know that you have received 211 calls before, but only knows that you are answering my phone now, and doesn't understand that you are tired.

5. A positive attitude and never give up

Customer service personnel need to constantly adjust their attitude in their own jobs. You can't give up easily when you encounter difficulties and setbacks. This requires a positive attitude and never give up.

Third, comprehensive quality requirements

1. "Customer first" service concept

Customer first service concept should always run through customer service work, therefore, it is necessary to have a customer first service concept and an overall service concept.

2. Ability to handle work independently

Excellent customer service personnel must be independent and have the ability to handle work independently, that is to say, you should be able to handle many difficult problems in customer service by yourself.

3. Ability to analyze and solve various problems

Excellent customer service personnel not only need to be able to do a good job in customer service, but also be good at thinking, put forward reasonable suggestions for their work, have the ability to analyze and solve problems, and can help customers analyze and solve some practical problems.

4. interpersonal coordination ability

excellent customer service personnel should not only do a good job in customer service, but also be good at coordinating the relationship between colleagues in order to improve work efficiency. The coordination ability of interpersonal relationship refers to how to coordinate the relationship with your own employees and colleagues in the customer service department. Sometimes, the relationship between colleagues is tense and unpleasant, which will directly affect the work effect of customer service.