Introduction: The battlefield of the first competition is at the point of sale, so the second competition is after-sales service. The following is the method I brought to you to learn how to maintain customer relations, hoping to help you.

I am honored to communicate with you and learn from each other. Now the business community has put forward a resounding slogan called "secondary competition". This means that the battlefield of the first competition is at the point of sale, so the second competition is after-sales service. Our consultants convince parents and children with attractive and competitive promises, so we should fulfill these promises through quality services, so as to improve the reputation of our company and the loyalty of parents. Today, our theme is how to maintain and cultivate customer relationship.

There are many ways to maintain customer relationship. For our educational administrators, the main ways are effect maintenance, psychological maintenance and special maintenance. Consultants are the mainstay of our income, and teachers are the builders of our brand. Then our educational administration department is the connector and maintainer of the two, just like the waist of the human body. When the consultant put the child in our hands, we accepted a heavy responsibility and a sacred promise. We just want to turn our promises into reality or make the distance between them as narrow as possible.

(1) field maintenance

Door-to-door is a broad concept here, including all kinds of maintenance that we actively provide to customers, such as paying a return visit to understand customer satisfaction, showing parents children's files, tutoring plans, teaching plan records and so on. Send text messages and emails to customers on time to communicate with students, and communicate with students in class. Another way is to write your encouraging words on a homemade card and put them in an envelope when the children come home from school. It is very effective. When Lien Chan, former chairman of Taiwan Province National Government, visited Peking University, Peking University presented Lien Chan with his mother's status as a Peking University student. We may not be able to cultivate people like Lien Chan's mother, but we are also doing something meaningful. A few days ago, a parent with a bad attitude came to refund the fee and insisted on taking the contract. I said that our cooperative relationship has ended, and we have no obligation to give you the contract. He said that he was not satisfied with our service and it was unreasonable to deduct his money. What service did he say you provided? I said that our consultant's test report is charged. He said it would cost 300 yuan just to talk and write. I said that lawyers are just talking, but the cost is tens of thousands, hundreds of thousands. That's the service charge, which our class teacher followed all the time. He said, how should I know? I said there was a record. He said, bring it to me. I said, wait, we'll copy it for you on campus. He has nothing to say. ) Being a class teacher means facing different students and parents, while the administrators of our school are facing parents and students with different living conditions and development levels. The different learning periods make our target work very difficult. Every time we overcome a difficult problem, we gain more. We welcome a group of students and send them away, but that kind of ability and method will stay with us forever, which will undoubtedly constitute our future success advantage.

(2) Value-added maintenance

This is a maintenance method provided to customers, which exceeds their psychological expectation of extracurricular counseling needs, and its strong "humanization" and "personalization" can bring satisfaction to customers. For example, providing students with other counseling besides cultural education to promote their all-round and healthy physical and mental development, many children studying here have been neglected during their school days. We need to pay more attention to it and appreciate it. Everyone needs to be respected and appreciated. "Everyone's deep faith has an energy field. If you never doubt that your student or child will become an excellent person, then he will receive your information from the energy field of your belief and turn it into his motivation. " You've read his file before. Every creature has a flash, so just grab his flash and zoom in. For example, students nowadays like to play games. That's something rejected by teachers and parents. Just follow him and say that people who play games are very smart, because this is an activity with high IQ. For example, if a child wears different clothes, he will be praised for his fashion and personality. Boys like basketball and worship Yao Ming, so they encourage him with Yao Ming spirit. For example, you will never catch up with Yao Ming in figure and technology, but there is one thing you can catch up with, and that is the spirit of never giving up and always persisting. Rockets coach Van Gundy said: No one is more diligent than Yao Ming, and his persistence can be called a fighter under the basket. Some children are very opinionated and praise him as a team leader, and he may be an excellent team leader in the future, such as Ma Yun and Shi Yuzhu. Some children worship Jay Chou. Ask him if he knows how Jay Chou is willing to be lonely and then accumulate wealth. What is even more commendable is Jay Chou's filial piety and Jay Chou's musical talent, saying that I like Jay Chou, too, which brings the students closer together. For girls who love to dress up, say that girls should be as beautiful and confident as you, and help me design my image in the future. If a student is a book lover, he should read some recent bestsellers quickly. This can also shorten the distance with students. Wait, you must have more experience to do so well for such a long time. It's easier for primary school students. A child's mind is like glass, transparent and accessible. Can think of some interesting topics to attract him. You can learn from such a story. Roger, the first black governor of new york, USA. The story of Rawls living in the notorious slums of new york. Dirty and violent, he is a very troublesome child, but his primary school principal read his palm one day: he said that your child will be the head of state in the future, and only his grandmother encouraged him once when he was growing up, saying that he could be the captain of a 5-ton ship in the future. He wrote down the headmaster's words and believed him. From that day on, "Governor new york" was like a flag, and he began to walk straight. 5 1 year-old, finally became the governor of New York. Maybe your encouragement can make a great man, but at least let them experience more teacher love and self-confidence.

(3) knowledge maintenance

The communication with parents is all about the topic of children. It should be admitted that we are basically in contact with powerful groups, and many parents have made great achievements. But don't be nervous, this is an opportunity to develop yourself. ) In the field of education, we are the authority. To have such absolute confidence, we must master the right to speak and play the role of leader in this process. Of course, we should be fully prepared in knowledge and specialty, and have a certain influence in communication ability. For example, we often hear that children are careless. Then you tell him that the so-called carelessness is actually an inexperience of knowledge. You must let him know that mastery is necessary. If there is no basic part, the loopholes will get bigger and bigger. If something goes wrong in the future, parents and children will work hard and gain little. Parents will have a sense of identity. For example, it is not surprising that parents say that children are tired of school. According to a survey conducted by China Youth Research Center, only 8% of primary school students go to school because they like studying. 4%, junior high school students are 10. 7%, about 70% of children have different degrees of weariness. So our children have no problem, the key is how to guide them. For example, if your child is studying in our school, you can send him a text message if you want parents to urge him to go home and review. Tell parents that according to American scholars' research, even 100 things that have been learned completely can only be remembered 60% on the first day, 40% on the second day and 30% on the third day, but the memory will gradually decline in the future, and 20% can still be remembered after 1 month. In order not to forget what you have learned, review is necessary.

There should also be relevant common sense, such as what kind of study habits students need to develop at what stage and what kind of learning ability they have.

counseling

Now many students have no motivation or motivation to learn, and parents are confused and helpless. Why did the child say he was going to college? Bill Gates didn't graduate from college. Huang Guangyu of Gome has never been to college. Many famous college graduates still work for him. What about the Peking University students who sell meat? How should parents communicate with such children? This is a special case and not universal. Look at the ranking of America's richest people. Are there more graduates from Harvard or Yale or high school students? Yale students have no knowledge of optics, but they can also get valuable network resources. Alumni are all over the United States. They are elites from all walks of life and indispensable wealth on the road to success.

Some parents are concerned about the teacher's background. A really good teacher is not only the explanation of knowledge, but also the transmission of spirit. We have come into contact with many teachers, but not many really come to our soul entity, and the teachers in our university pay more attention to the growth of the soul while improving their studies. Tell you a case, a parent petitioned. Parents feel that the improvement of grades is too slow. Tell parents that learning is an art and there is a slow waiting process. Parents should be patient first, and "simmer slowly" to carve their children into a great and unique work of art, which is not quick. Parents think that changing teachers is not good for their children. We should change teachers as little as possible. It is really necessary to explain to parents whether Harvard is good or not. However, the president and teachers of Harvard have both retired and changed, and Harvard has not been affected because the spirit of Harvard has not changed. Xueda has changed teachers, but the concept of Xueda has not changed. Parents say that your advertisement is very big in the newspaper, but when they see your environment, they tell him that education is an atmosphere, which is more magnificent than Tsinghua Peking University, but no one dares to say that he is the boss, even the third, and everyone says that he is the fourth. Parents say that the child has no self-confidence because his grades have not improved, and tell him that the child can have no self-confidence, but parents can't have such a hint. Giving your child a chance is giving yourself a chance and giving yourself more opportunities to be happy. You may not be a genius, but you can be a genius's parents. Then tell him that education is not without love, and education without setbacks is incomplete education. Teachers who are not famous schools rely on their parents to teach our children. I said that what is not the most famous is the best, and what suits our children is the best. Finally, the parents dispelled their doubts and kept the list with the efforts of the campus team. Recently, I have often received some consultation calls. I will ask the child if he wants to attend tutoring or if you let him attend. She will answer the former. I said that you are really blessed, and children have the consciousness of self-study. How many parents are worried about their children not studying? Parents are very happy and some answer the latter. I said that you have a strong sense of education and are far more responsible than those parents who only know how to invest in stocks and houses. This is not fooling parents, but using our educational philosophy.

(5) Emotional maintenance

The customer's good impression of the brand comes from the customer's satisfaction with the product or brand. In order to satisfy parents, we must care for their parents continuously and meticulously. The emotional touch on parents and students is not a day's work, but a long-term emotional precipitation. It can greatly improve customers' satisfaction and loyalty to the enterprise. The wide application of emotional marketing means that the relationship between consumers and enterprises will no longer be a simple business relationship, but will gradually evolve into a long-term cooperative relationship. True emotional marketing is a kind of humanistic care, a kind of spiritual touch, and it is by no means the kind of eyes that stare at the money in others' hands and say some polite words, even if they are not very clear. If students are in the college entrance examination, they can send some short messages to their parents, telling them how to pay attention to their children's diet and nutrition before the exam and how to help them alleviate excessive anxiety. You can give children some articles, such as how to treat simulation correctly and how to adjust the best mental state. There are many articles in this field, so we must carefully screen them. Sometimes we have to face our parents' complaints. No matter whether the other party's complaint is justified or not, you should keep a sincere and enthusiastic attitude. Doing so doesn't mean that you accepted the customer's complaint, but it won't happen again. Professor Levitt of Harvard University once said: "A sign that the relationship with customers is declining is that customers don't complain", so not complaining is not necessarily a good thing. On some occasions, customers' complaints are inevitable, so you don't have to be too sensitive about it. You shouldn't take customer complaints as accusations against yourself, but as problems in your normal work.

Education is service, which was mentioned as early as ten years ago. The so-called service means that one pair of feet should wear boots of different sizes and be comfortable. It's perfect for us. May everyone's feet be comfortable every day!

Every company's resources are limited. Through unique creativity and improvement of details, the limited resources will be brought into play as much as possible, and the competitiveness will be improved invisibly, and everything will become a sharp weapon.

Let's pursue true knowledge, give love, realize ourselves, feel joy and success together, and let's grow together in the big family of Xueda.

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