Customer service management refers toenterpriseTo establish, maintain and developcustomer relationsThe general term of various service work carried out is to establish and improve the customer'sSatisfactionandloyaltyMaximize the development and utilization of customers.Mainly forEnterprise unitdevelopmentNew customersAnd maintain a customer contact, service and after-sales formed by regular customers, and form a regular management record file.
customer serviceManagement is understanding and creationcustomer demandTo implementCustomer satisfactionFor the purpose, it is a kind of participation of all employees and the whole processBusiness behaviorandmanagement style。It includes marketing services, departmental services andProduct serviceAnd almost all other services.Customer service is a process. It is an activity process to provide the right products and services to the right customers at the right time and in the right place, at the right price and in the right way, so that the right needs of customers can be met and the value can be improved.
Chinese name
Customer service management
Core concept
All business activities of an enterprise should start from meeting customers' needs, take providing products or services that meet customers' needs as the enterprise's obligation, and take customer satisfaction as the enterprise's business purpose
The core concept of customer service management is alloperating activitiesThey should start from meeting the needs of customers, take providing products or services that meet the needs of customers as the obligation of the enterprise, and take customer satisfaction as the goalenterprise operation The purpose of.
customerService qualityDepends on enterprise creationCustomer valueThe ability to understand the market, understand customers' existing andpotential demandAnd import this into the enterprise'smanagement ideaAnd in the course of business.High quality customer service management can satisfy customers to the greatest extent, and make enterprisesmarket competition To gain advantages and benefits.
importance
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reason
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In the highly competitive market, customers have more opportunities to choose different companies to meet their needs.The development of technology and products requires more communication.Increased customer service requirements.The customer looks at the salesman - the company he represents.With the continuous improvement of management, the company needs to improve management in order to operate better, and customer management occupies an important position in the company's business segment, so it is necessary to constantly improve customer service management.
Personnel responsibilities
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Satisfy customers, and then
Promote the increase of sales volume and profit Implement/monitor the establishedsales promotionImprove/maintain the customer service relationship, improve internal operation, and conduct regular business reviews with customers:
sendBusiness personnelClarify the business situation so that the customerhave a chance toGive opinions and analyze achievements/mistakes/gaps (opportunities)
Management Skills
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Reasons for losing customers:
(Taken from a survey conducted by the Rockefeller Corporation of Pittsburgh and published inAmerican NewsAnd World Report)
1% died 3% moved 5% established relations with other companies 9% competed 14% dissatisfied with products 68% companiesBusiness RepresentativeAttitude towards customers
Five principles (skills):
1 Focus on customers 2 Make good use of listening skills 3 Overcome objections/difficulties/complaints 4 Maintain and improveself-respect5 Make angry customers calm down and change their minds
Focus on customers:
1 Positivebody language2 Maintain eye contact 3 Maintain a pleasant tone of voice 4 Explain why you did it
Listening Skills:
1. Listening: being cared for 2. Confirming: being cared for 3. Exploring: paying attention -- understanding 4. Responding: planning -- vitality -- solving
Overcoming objections:
1: Listen without interruption, and then summarize the customer's views on the problem.2: If necessary, ask questions to get more information.3: Explain how the problem occurs, which steps can be corrected, and test the customer's response.4: Take appropriate steps and track results.
Maintain and improve self-esteem:
1: Take the initiative to recognize and address customers.2: Remember and address the customer's name.3: Avoid using terminology.4: When the customer finishes a job, express gratitude.5: Treat customers' colleagues with the same attitude.
Let angry customers calm down:
As soon as possible:
1: Apologize 2: show understanding/sympathy 3: take responsibility 4: provideresolventbe careful:
Solve problems without blaming yourself or others
usage method
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Nowadays, almost all industries have turned to a customer-centric era. What is needed to retain customers is high-quality service, and the service provider is not the bank manager, notCustomer Service CenterThe person in charge of, but thousands of customer service personnel.If the customer asks a question, the correct answer will keep the customer, but the ambiguous words will not be clear, and the loss is not only this customer, but also moreProspects。Therefore, the work performance of customer service personnel is directly related to the corporate image. Whether to add or subtract points is between the front lines.Therefore, only the customer service personnel keep goodworking condition Only when employees are satisfied can customers be satisfied.
How to do wellCustomer service managementHow to coordinate all aspects of customer service personnel is a problem that managers cannot ignore.Therefore, the long-term plan for customer service personnel is alsoEnterprise operation managementA link that the department attaches importance to.Customer service has more people and things to contact, and has been influenced more by relevant knowledge of the enterprise,Customer Service CenterIt can become a base for training and transporting personnel.When enterprises recruit and select talents, they can give priority to the company's internal personnel, select talents from these personnel, use their previous experience to serve more needed positionsInternal selection Both can guaranteecorporate cultureThis is an effective and new way to achieve twice the result with half the effort.In addition, some managers suggested thatCampus recruitmentChina can cooperate with colleges and universities to carry out point-to-point talent training.It has not been set up in colleges and universities in Chinacustomer serviceThe center is specialized, but there are some abroad.afterPractical proofCustomer service has certain characteristics, and not everyone is competent.According to the survey, although this market is huge, it is empty and scarce.If there are special personnel to carry out special training to fill this gap, so that enterprises only need to carry out thisEnterprise personalityThis will ease the worries of the call center. At the same time, a talent pool of the customer service center has been established.
So, how to retain the talents that the enterprise has worked hard to cultivate, and how to make them betterEnterprise services, is aEnterprise developmentImportant premise of.Customer service should be improvedmanagement systemOn the basis of retaining talents for career and treatment, it is more important toSense of belonging, use the core culture of the enterprise to comfort them, let them feel respect, feel the recognition of managers for this position, gradually transition from marginalization to mainstream, stabilize this group, and create more profits for the enterprise with their value.
