Customer communication

Economic terminology

Customer communication refers to information stay individual Or the transmission process between institutions, and between internal and external institutions. or customer service By connecting their thoughts with customer The thoughts of each other exchange So that both parties can understand each other and coordinate A process of action.

Chinese name: Customer communication
Foreign name: Customer Communication

Definition: Refers to the transmission process of information between individuals or institutions, as well as between internal and external institutions
Type: Economic terminology

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one effect
two method

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(1) Customer communication is the realization of Customer satisfaction The foundation of Two way communication Is critical, enterprise Often with customer conduct communicate To understand the actual needs and expectations of customers, especially when the enterprise makes mistakes, effective communication helps to obtain more customer To reduce or eliminate customer dissatisfaction. In general, enterprise After sales communication with customers can reduce return goods The occurrence of the situation.

(2) Customer communication is the basis for maintaining customer relationships. Enterprises often communicate with customers communicate To instill the meaning of long-term cooperation between the two sides and describe the cooperation prospect To understand customer Of demand , deepen and stabilize the feelings with customers in communication Customer relationship So that customers can buy repeatedly frequency Increase. If the enterprise lacks communication with customers, the customer relationship that has been established with difficulty may collapse because some unnecessary misunderstandings have not been eliminated in time. Therefore, enterprises should actively and timely maintain communicate And establish a smooth Communication channels , so that it can be maintained Customer relationship To win a large number of stable old customers.

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1. Full preparation before communication is crucial, which can improve your self-confidence Is the prerequisite and guarantee for smooth communication between you and customers.

2. Conduct with people effective communication , you must first learn to listen to the customer's conversation, because Communication process It is a mutual process. Only by listening carefully to the customer's conversation, and the customer thinks you respect him, can he listen carefully to your conversation, which also has the opportunity accept Your opinion and opinion 。 In the process of listening, you should learn to understand the customer's position, needs, wishes, opinions and feelings from the customer's conversation.

3. When communicating with customers, we should learn to learn from customers interest Consider the problem from the starting point. After a series of transposition assumptions, I believe that many customers' ideas and reflections can also be accepted by you forecast By then, you will be able to properly adjust your communication methods and methods to communicate with customers more easily. Similarly, empathy can also enable you to constantly improve your working methods and methods, so that you can more easily carry out work with customers in all aspects and go deeper into customers' hearts.

4. Communicate effectively with different types of customers, need Certain methods and techniques. According to the concentration and dispersion of customers' attention when listening to others, customers can be divided into serious, casual, active, cooperative and other types.^[1]

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