What Is Customer Service?

Customer Service (Customer Service), which mainly reflects a customer satisfaction-oriented value, integrates and manages all elements of the customer interface in a pre-set optimal cost-service portfolio. Broadly speaking, any content that can increase customer satisfaction is within the scope of customer service. (Customer satisfaction refers to the gap between the actual "perceived" treatment and the "expected" treatment experienced by the customer.

customer service

I. From the scope of network marketing services:

1. Broad-based network marketing services

In a nutshell,

Customer service is generally divided into three categories in business practice, namely:

1. The cost of customer churn is not just a loss of actual turnover. Its potential volatile effects mean greater losses.

2. Customer churn stems from three issues: value, system and personnel. The following is right

1. Greeting: "Hello, welcome to call XX customer service hotline,

client

Avoid bad impressions of service

Sure and successful

Answer the skills of each brand, and answer customers in a timely and accurate manner according to the knowledge base. Provide customers with standard services;

Quickly grasp the company's new policies, new business, and actively promote the company's new products during the telephone service process, so as to promote customers' willingness to use the company's products;

Accept the customer's application for business and customer's complaint call, and accurately record the content of the complaint, and timely generate the electronic work order for the business that requires other positions to assist and accept and transfer it to the back office group

Assist in organizing training materials in the group, and counsel junior customer representatives. Participate in various trainings to improve overall quality. Participate in various team activities and support team building;

For problems or materials that are not in the database, record the content of the problem and submit it to the duty manager assistant to the business team. Collect mobile business information in a timely and accurate manner, strive to learn mobile business knowledge, assist in collecting customer demand information, and suggest improvements to service work;

Use multi-channel methods (such as phone, text message, email, etc.) to communicate with customers for service or sales purposes;

Do a good job of user consultation and complaint handling, do a good job of user's obstacle declaration and dispatch, summarize and feedback user opinions and suggestions;

Fill in the shift diary carefully and clear the unfinished and pending issues to the next shift;

Maintain good contact and communication with various departments;

Frequently check the computer operation, and promptly report for troubleshooting.

To be a qualified customer service staff, you should have rigorous work style, enthusiastic service attitude, proficient business knowledge, positive learning attitude, patiently explain to customers, and listen to customers' opinions with an open mind.

I. Warm and serious attitude

To be a qualified customer service staff, only if you love this cause can you devote yourself to it, so this is a prerequisite for a qualified customer service staff.

Second, skilled business knowledge

You should have proficient business knowledge and work hard to learn. Only by being proficient in all aspects of business knowledge, can we provide users with various services such as business inquiry, business handling, and complaint suggestions. Let customers achieve better satisfaction in due service.

Three, patiently answer questions

The core of a qualified customer service staff is the attitude towards customers. In the work process, you should maintain a enthusiastic and sincere working attitude. While doing the interpretation work, you must be calm and not arrogant. If you encounter problems that the customer does not understand or is difficult to explain, you must be patient and not repeat Do it again until

1. Psychological quality requirements

(1) There must be a "response to change"

The so-called strain force refers to the ability to effectively deal with some emergencies. As a customer service staff, you face different customers every day, and many times customers will bring you some real challenges. For example, customer service staff working in hotels, retail stores, and call centers may encounter some challenging situations. Sometimes you will encounter some unreasonable customers to quarrel. At this time, as a customer service staff, what should you do? Some young customer service staff may be scared and cry. I have never seen it like this, why is the customer so unreasonable? Call the police! Call now! And some very experienced customer service staff can handle such things very safely. This requires customer service personnel to prepare for a certain degree of resilience. Especially when dealing with some vicious complaints from customers, we should not be surprised.

(2) Have the ability to withstand frustration

What kind of setbacks and blows might customer service personnel suffer? For example, would you be misunderstood by customers? Lenovo's customer service personnel are like this and need to come to the customer to solve the problem. Due to the entire computer paralysis, a writer stayed in the computer and wrote a manuscript for a year, all of a sudden disappeared. This problem may not be a problem with Lenovo, it may be because the writer received a virus when he opened the E-mail. But this machine still has to be repaired by Lenovo. So what will happen to the customer when the customer service staff comes over? Will they be angry with the customer service staff? Because the customer has been hit too much, a channel for venting is needed. Many customer service staff face misunderstandings and even abuses from various customers every day. You need to be able to bear it. What's more, the customer went over the customer service staff to complain directly to his superior. Some complaints may be exaggerated. Originally, the customer service staff did not do so badly, but the work became very bad in the mouth of the customer, and it was so bad that it should be fired immediately. Then as your supervisor, I will talk to you after the customer has left. Therefore, you need to be able to withstand setbacks and blows.

(3) Have emotional self-control and adjustment ability

What does emotional self-control and regulation mean? For example, if you receive 100 customers a day, the first customer may scold you, so your mood will become very bad and your mood will be very low. You also can'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? This requires controlling and adjusting your emotions. Because for customers. You will always be his first. In particular, the online service personnel of some customer service call centers handle about 400 complaints and inquiries a day. You need to maintain the same enthusiasm for each customer, as long as there is an error in one of the links, there is an unpleasant quarrel with the customer. It is difficult for you to face all the customers behind with a particularly good attitude. Therefore, the psychological quality of excellent customer service staff is very important.

(4) Have the ability to support emotionally at full capacity

Customer service personnel need to provide the best and most thoughtful service to every customer, and can't be reserved. Moreover, treating the first customer and treating the last customer also requires a very full enthusiasm. For every customer, the customer service staff is the first time. The client doesn't know that you have answered 200 calls before, but only knows that you are answering my call now, and does not understand that you are tired. Each person's ability to support this full load of emotions is different. Generally speaking, the longer the customer service staff is working, the stronger the emotional support capacity will be.

(5) Have a good mentality of being aggressive and never failing

Customer service personnel need to constantly adjust their own mentality in their work positions. In case of difficulties and setbacks, you cannot give up lightly. For example, call agents in 24-hour call centers often receive disturbing calls, and it is entirely the customer's responsibility. Many times, some customer service staff retreat and feel unable to continue. Therefore, customer service personnel need to have a good attitude that is proactive and never fails. These have a lot to do with the atmosphere of the team. If the entire customer service team is a positive team, in this good team atmosphere, many of the unpleasant feelings can be resolved naturally. If not, then you have to resolve it slowly by yourself.

2. Character Quality Requirements

(1) Patience and tolerance are a virtue of excellent customer service staff

Patience and tolerance are a magic weapon for unreasonable customers, and a virtue. Customer service staff need to be tolerant, to be tolerant and understand the customer. The really good customer service has to satisfy the customer according to his preferences. Different customers have different personalities, different outlooks on life, world, and values. Even if this client cannot be your friend in life, but he is your client at work, you even treat him better than your friend, because this is your job. You have to be very tolerant, tolerate some unreasonable customers, tolerate some small family spirit of customers. Because many customers sometimes do this, they are careless, unreasonable, and embarrassed. Whatever the case may be.

(2) Don't promise easily, just say it

For customer service personnel, many companies usually have a clear requirement: do not easily promise, you must do it when it comes to it. The customer service staff should not easily promise and promise the customer what to do, which will cause their work to be passive. However, the customer service staff must fulfill their promise, and once they promise the customer, they must do their best.

(3) The courage to take responsibility

Customer service personnel often need to assume various responsibilities and mistakes. When problems arise, colleagues often shirk their responsibilities. Customer service is the service window of an enterprise, and it is necessary to resolve the contradiction caused by all losses caused to customers by the entire enterprise. Therefore, in the customer service department, it cannot be said that this is the responsibility of other departments. All responsibilities need to be resolved by you. This is called courage to take responsibility.

(4) Have a loving heart and treat everyone with sincerity

Have a loving heart and treat everyone with sincerity. This fraternity refers to the ideological state of "everyone is me, and I am everyone". But not many people can do it. Japanese companies specifically hire people with a loving heart when conducting interviews with customer service staff.

(5) Humility is one of the elements of good customer service

It is a virtue to have a humble heart. Humility is important. A customer service staff needs to have strong professional knowledge, do everything and know everything, it may not be modest, and they will think that what customers say is layman. Humility is even more important for maintenance personnel. For example, most customer service personnel in the IT industry need to come to provide maintenance services. You rely on professional knowledge and skills to provide services. In this area, you may be an expert, and clients may say a lot of layman's words. If the customer service staff does not have a humble attitude, they will show off their expertise in front of customers and expose their shortcomings. This is a very taboo point in customer service. Customer service personnel require very comprehensive professional knowledge and high service skills, but you cannot show off yourself in front of customers, and you cannot treat customers as fools.

(6) Strong sense of collective honor

Customer service emphasizes a team spirit. The customer service staff of an enterprise need to help each other and must have a team spirit. People often say that a team is particularly united and cohesive. What does it mean? This mainly means that each player does not score for himself on the field. Everything they do is for the team to win. The same is true of customer service personnel. Everything you do is not to express yourself, but to do a good job of customer service for the entire enterprise. This is the team's sense of collective honor, and this is the team spirit.

3. Skills and Quality Requirements

(1) Good language skills

Good language skills are necessary skills and skills to achieve customer communication.

(2) Rich industry knowledge and experience

Rich industry knowledge and experience is an indispensable weapon for solving customer problems. No matter what industry you do, you need to have expertise and experience. Not only must we understand how to communicate with customers, apologize to them, but also become an expert with product knowledge and be able to explain various related questions raised by customers. If the customer service staff cannot become industry professionals, not professionals, then some problems may not be solved. As a customer, what we want most is the respect and help of service staff. Therefore, customer service personnel must have a wealth of industry knowledge and experience.

(3) Skilled professional skills

Skilled professional skills are a required course for customer service staff. The customer service staff of every business needs to learn a variety of professional skills.

(4) Elegant body language expression skills

Mastering elegant body language expression skills can reflect the professional qualities of customer service staff. Elegant body language expression skills refer to a person's temperament, and the inner temperament will be expressed through the external image. Raising your hands, speaking, and smiling all show whether you are a professional customer service staff.

(5) Agile thinking and insight into customer psychological activities

Insight into customer psychological activity is the key to good customer service. Therefore, customer service staff need to have this skill. Being agile in thinking and having insight into customers and customers' psychological activities are the minimum requirements for the skills of customer service staff.

(6) Have good interpersonal communication skills

Customer service personnel have good interpersonal relationship processing and communication skills, and the communication with customers will become smoother.

(7) Have professional customer service call answering skills

Professional customer service call answering skills are another important skill for customer service staff. Customer service personnel must know how to answer customer service calls and how to ask questions.

(8) Good listening ability

Good listening ability is a necessary guarantee for customer communication.

4. Comprehensive quality requirements

(1) "Customer First" service concept

The "customer first" service concept must always run through the customer service work. Therefore, customer service personnel need to have a customer first service concept.

(2) Independent processing ability of work

Good customer service staff must be able to handle the job independently. In general, companies require customer service personnel to be on their own, that is, you need to be able to handle many of the difficult problems of customer service independently.

(3) 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, be able to put forward reasonable suggestions for the work, have the ability to analyze and solve problems, and help customers to analyze and solve some practical problems.

(4) The ability to coordinate interpersonal relationships

Outstanding customer service personnel must not only be able to do a good job of customer service, but also be good at coordinating the relationship between colleagues to achieve the purpose of improving work efficiency. The ability to coordinate interpersonal relationships refers to how to coordinate mutual relationships with colleagues in the customer service department. Sometimes, the tension and unpleasant relationship between colleagues will directly affect the work of customer service. For example, some customer service executives often complain that daily work is to coordinate conflicts between subordinates. This directly leads to a decrease in efficiency and service quality.

The above has discussed the necessary conditions for an excellent customer service staff from the four aspects of psychological quality, character quality, skill quality and comprehensive quality. With these contents, we should have a clearer understanding of customer service work. Only when we understand the qualities and skills that customer service personnel should have, is it possible to continuously improve ourselves in the work, consciously learn service skills and techniques in the masses, and do a good job in customer service.

"Customer Service Call Center" has an important impact on the operation of various companies and has brought huge economic benefits to the company.

Good psychological quality and self-control ability

Team spirit

Good listening and communication skills (7 minutes of customers say, 3 minutes of customer service)

Guidance and judgment

Accept the sense of fulfillment brought by the heavy workload

Willing to dedicate myself to work (enjoy the joy of serving every customer)

Able to identify the interest relationship between the company and the customer

Pleasant intonation and pleasing

Learning ability (continuously learning new business knowledge is king!)

Be logical before and after speaking

Computer basics and language requirements (Mandarin)

1.Services within minutes

You and your company should do everything, and customers think you and your company can do better.

A. Weekday SMS greetings, blessings, warm reminders, and information sharing, etc., at least one weekly.

B. Inform customers in time about the latest learning information

C. Greetings that are important to customers, such as holidays, customer birthdays, and company establishment days

2. You can do the edge service (you can do it or not). The client thinks you and your company are good.

A. Take the course notes yourself

B. Borrowing and copying course notes from colleagues

C. Borrow books or study CDs from the company

3.Services not related to sales

If you do it, customers think you are not only their partner in the mall, but they also treat you as a friend. This kind of interpersonal relationship can't be snatched by competitors. Is this the result you want?

The marketing concept of Chinese companies has been tested for decades and has gone through four main stages. From the beginning, the production idea of "the emperor's daughter does not worry about marrying", transitioned to the product idea of "the wine is not afraid of the alley," and then developed into the marketing concept of "good goods but also diligent drinking," and finally entered the customer-centric 3. Demand-oriented service marketing concept.

The biggest difference between modern service marketing concepts and traditional marketing concepts is that the basic elements of marketing have changed from the original 4P (product; price; channel place; promotion) to 4C (customer customer; cost cost; convenience convience); Communication), that is, the focus of the company is no longer discussing what products to produce, but adjusting to study what customers want; it is no longer discussing what price the product should be set, but it is adjusting to focus on the customer's purchase cost; it is no longer discussing How to establish a distribution channel is adjusted to focus on the convenience of customers' purchases; it is no longer to discuss what promotional activities to carry out, but to find ways to strengthen communication with customers. Traditional marketing benefits from sales, while service marketing benefits from customer satisfaction.

The fundamental goal of a business is to make money. More and more companies believe that the true profit model of an enterprise should be to continuously create value for customers, so the best companies in the world claim to be service-oriented enterprises. The tide of service-oriented enterprises has once again risen all over the world in the 21st century, and more and more companies are rushing to enter the service field.

Customer service service process training

For example, as a staff member of an online store, you must be familiar with the purchase of Taobao.com

Taobao transaction process

The physical process is mainly to give customers timely operation guidance when they encounter operational problems, so that they can complete the shopping smoothly, and turn the order in the shopping cart into a valid order.

Customer service organization structure training

Each company has its own organizational structure.

Department functions and settings

You also need to understand the company's organizational structure, and the settings of departments and positions, and know which departments and positions you will work with in the future to cooperate with your business.