essentials of customer service
essentials of customer service, which literally means customer service. When we communicate with customers, we can achieve the best communication effect by showing our communication skills. Serving customers well and having good communication with customers is our duty. Here are the essentials of customer service. Key points of customer service 1
1: psychological preparation (adjust your mentality)
In fact, there is nothing to be prepared for. Foreigners are human beings, but some people's quality is still quite poor, just like our wholesale households started by farmers in China. If you see too much, you will feel nothing. Just tell them how to talk to people at ordinary times.
Foreign businessmen don't use it for charity diplomacy, but to make money in partnership with you. Making money is always the first priority. If you can't guess what the foreign businessmen are thinking about, there's no need to guess. Just keep in mind that everyone will work together to make money, so that their mentality will be peaceful and supercilious.
Putting aside these unrealistic things, relaxing yourself and being a real person instead of pretending will often win the respect of foreign businessmen. Just do things well. In fact, foreign businessmen are the same as us, and they are willing to do business with a guy who looks more stable and authentic, rather than a guy who runs before and after.
2: Schedule
Discuss the visit schedule with the customer, communicate with the reception department of the company, and send an email fax to the customer for confirmation after everything is finalized, and let the factory prepare for the reception.
since we are here to make money, not to visit, a business, pragmatic and compact itinerary is always the most popular. Putting on a big banquet and traveling with them may not necessarily lead to a deal.
Therefore, discuss his itinerary with foreign businessmen in detail in advance, but it's best for you to make arrangements for the stage of foreign businessmen's factory/company visit, see which products and workshops, make full use of their strengths and avoid weaknesses, and fully arrange what you want to show to foreign businessmen. You can ask for the opinions of foreign businessmen, or you can imagine yourself as a foreign businessman. "If I visit a strange supplier in a strange country, what do I hope to see?"
when you actually visit, you can always make a good impression on foreign businessmen by strictly following the itinerary (even deliberately). In fact, the reason is very simple. Buyers don't hate stuffy suppliers, and they are most afraid of manufacturers who don't count and have no clear plans.
If you can, you should at least know the time, shift and contact information of the guests when they come to China.
three: grasping the company information
As I said before, you should first know the company's products, production processes and technical parameters before you can show the guests around.
It's best to prepare some English introductions about the company in advance, so as to save the English of the whole production process and make it difficult to translate. In addition, some questions that guests may ask should be prepared in advance.
4. Inquire about the guest information
1. Understand the customer, including the detailed contact information of the customer, company background, company strength, business status, business scope, the purpose of the customer's visit and what they are mainly interested in. It also includes the shareholding structure, operating status, technical level and assets and liabilities of foreign companies in the past three years.
2. Learn more about the specific situation of the foreign negotiator, including his age, education background, hobbies, physical health, his position in the foreign company, his achievements in business resume, and his excitement about investment projects.
3 Investigate the nature of customers: You need to make some evaluation on customers before they come. Where are you from? Is it retail or wholesale? What is the content of the website? For which products? Where is the regional market and so on.
4 understand the religious problems of the guests to facilitate the reception.
learn more about the national customs, habits and preferences of the guests, pay attention to details, and learn as much as possible about the culture of your own city and scenic spots. Of course, you should know more about your own culture, and you should know at least a little when you ask questions. Don't
These can win the respect of your guests. Not only at work, but also in other aspects.
knowing the information of the guest company and himself can help you know each other better!
5. Prepare reception materials and work
1 Items that may be used in the visit and negotiation:
Digital camera, pre-prepared CD-recorded product catalogue and enterprise introduction (including your usual payment methods, production cycle, etc.), product brochure and portable samples;
swatches, calculators, rulers, notebooks, staplers, albums and targeted quotations. Remember to review the previous emails before the guests come and make basic preparations.
a special notebook, calculator and price list. It is best to choose a folder with loose leaves for the notebook. You can sort it out after a while, but you can't just throw it away and sort it out for future reference.
2. The reception board in the company lobby, such as welcome customers to visit, makes the guests feel that they are valued. Tell the receptionist in advance that a guest from XX company is visiting, and it would be better if the receptionist could remember the name of the visiting guest.
3. Arrangement of meeting rooms, preparation of negotiation materials, including preparation of corporate presentations, and related documents and materials that need to be displayed to prove the strength of the company. The content of the enterprise presentation should be beautiful and detailed, including at least:
(1) the competitive advantage of the enterprise, market analysis, previous year's performance, clear organization chart
(2) customer service process, enterprise service standard, complaint channel and handling process
(3) the strength and historical honor of the R&D team, the introduction of the developed projects, the visit of the laboratory and the introduction of the capital of the person in charge.
4 prepare the pick-up card, the reception card in the company lobby, clean the reception and negotiation room of the company, prepare the sample card and prepare other products that the guests are interested in.
5 preparation of coffee, tea and some snacks and sweets.
6 preparation of small gifts and samples for guests.
7. Determine three plans for negotiation with foreign investors in advance: the best plan, the compromise plan and the compromise plan; Prepare strategies and means to achieve the above three schemes.
note: sometimes you need to print the reception notice, so you must send it to the relevant departments!
8 know about the nearby entertainment facilities and shopping and leisure facilities. Key points of customer service 2
business reception etiquette process 1: fully prepare before reception
1. Understand the basic situation of customers
The first step of business reception is to understand the basic situation of customers, including their unit, name, gender, nationality, occupation, position, level and the specific number of people to visit; There are some details, such as the specific date, time and place of the visit.
2. Determine the welcoming specifications
Determine the specific reception specifications according to the specific situation of customers.
3. Arrange reception links
Arrange reception vehicles, customers' vehicles, customers' catering and accommodation, etc. within the prescribed standards.
4. Selection of business receptionists
Select the receptionists and arrange them in all aspects of reception work according to their working ability.
business reception etiquette process 2: service in reception
business reception service is the central link of the business reception process, and it is a direct face-to-face service reception process. In this process, we should organize the implementation according to the requirements of the reception plan, be serious and responsible, and be meticulous in completing every reception service. At the same time, according to the changing situation at any time, the original plan should be revised in time and implemented.
Business reception service requires receptionists, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Be pragmatic and be good at improvising; It is necessary to ask for instructions and report to the superior leaders in a timely manner, be good at integrating all aspects of strength, and complete the reception task with one heart and one mind.
1. Customer reception and accommodation arrangements
Arrive at the designated place in advance to meet customers. If leaders and relevant departments meet customers at airports, stations and docks, they should determine and notify the gathering time, place, bus arrangement and departure time in advance. Help customers contact the airport or station to sign tickets and collect luggage. According to the reception policy and reception plan, arrive at the hotel guest house where you are staying or dining, and implement the welcome reception etiquette.
after the customer arrives at the residence, arrange the staff to distribute the luggage, and send the Reception Manual (including housing arrangement, activity schedule and bus arrangement, dining time, place and relevant matters needing attention, etc.) to the customer.
2. Banquet
The leaders accompanying the meal arrive at the banquet place first; Master the number, time, place, method and standard of the banquet, and notify the hotel in advance; Carefully prepare the banquet menu and make a good banquet design;
put the seat card and check it. The reception staff will arrive at the banquet hall one hour in advance to supervise and inspect the relevant services; Serve food and drinks in strict accordance with the proposed banquet menu, handle special circumstances according to the intention of the host and accompanying leaders, accurately grasp the rhythm of serving, and should not be too fast or too slow; Reception staff actively guide customers to sit and leave.
3. Business meeting and meeting arrangement
Define the basic situation of business meeting, the name, position, number of people to meet (talk), the purpose of meeting (talk), who to meet (talk) and the nature of meeting (talk).
Relevant personnel and departments should make the following preparations:
Inform our relevant departments and personnel in advance to prepare for the meeting (talk); Determine the meeting (talk) time and arrange the meeting (talk) venue and seats;
Determine the recorder. If translation, photography and news reporting are needed, determine the translator and photographer in advance and inform the reporters; The business receptionist greets the customer at the door first. After the customer enters the conference room, our staff should immediately get up and welcome him. If it is necessary to take a group photo of both sides of the talks, arrange to take a group photo after the two sides shake hands.
4. Arrangements for business visits and inspections
All preparations for visits and inspections must be made in advance, including materials and vehicles for travel; Arrange leaders and accompanying personnel in advance; Responsible for the related service work and liaison and coordination work of guests outside; Assist the reception area to deal with emergencies on the spot during the reception; Introduce some basic information along the way to customers in time during the trip.
5. Business, leisure and entertainment
Solicit customers' opinions and arrange activities according to customers' preferences and habits. Arrange the venue and determine the activity time. Arrange movies, fitness, sports and other entertainment activities, hold literary evenings, and make relevant preparations before reception. Flexible grasp of the length of activities according to customer interests.
business reception etiquette process 3: post-reception work
post-reception work mainly refers to the farewell work and experience summary after the reception work.
1. Farewell to visiting customers
Farewell is the last service in the whole reception process, so we should take it seriously and leave an unforgettable and beautiful impression on our customers.
verify whether the arrival time and place of the flight or train that the customer left have changed, and the situation of aircraft (train) stopping. According to the reception policy and reception plan, design and implement farewell etiquette. In order to show solemnity, the people attending the reception service lined up at the customer's residence to see them off. Send personnel to watch the plane and train of the customer before returning.
2. The finishing work
mainly includes cleaning the room, settlement of reception expenses and data summary and filing.
3. Summarize the experience
After each reception task is completed, summarize it in time and seriously. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions. By summing up experience and lessons, we can deepen our understanding of the law of reception work and promote the continuous improvement of reception work. Key points of customer service 3
What are the etiquette in walking posture
The correct walking posture can walk out of grace, elegance and beauty, which can better show a person's vitality and charm. Let's take a look at the etiquette in walking posture with me. I hope it will help!
what is the right walking posture?
Three key points of a correct walking posture-calmness, stability and straightness.
A good walking posture should have an upright body, a straight waist, eyes looking straight ahead, arms relaxed and swinging naturally at both sides of his body, toes slightly protruding outward or straight ahead, and even stride, with a foot to a half between his feet, steady pace, natural gait and a sense of rhythm.
When starting, your body leans slightly, and your body's center of gravity falls on your forefoot. When walking, your body's center of gravity should keep moving forward with the moving steps, instead of staying on your hind feet. Pay attention to straighten your knees when your front feet touch the ground and your hind feet leave the ground.
The stride size should be adjusted according to the height, dress and occasion. When women wear skirts, cheongsam or high heels, the stride should be smaller; On the contrary, when wearing casual trousers, the pace can be larger, highlighting the beauty and liveliness of the wearer.
what's the difference between men and women in walking posture?
There are differences in gait styles between men and women. Men's walking posture should have a slightly larger pace, and the pace should be vigorous, powerful, chic and heroic, showing the beauty of masculinity; Women's walking posture, on the other hand, has a slightly smaller pace, which should be nimble, subtle, refined and elegant, reflecting the feminine beauty.
Incorrect walking posture that should be avoided:
1. When walking, the body leans forward and leans back, or both toes walk to the inside or outside in a figure of eight at the same time, and the steps are too big or too small, which gives people an unsightly feeling.
2. When you walk, your hands are behind your back, which will give people a sense of arrogance and rigidity.
3. When you walk, you will feel frivolous and lack of education.