You still do not believe the customer is like you to serve her
Services are absurdly abstract when we're looking up at the service, and the service is just a concept here; the service is subtle and detailed as we lean down to see the service, and the service needs to be filled with real content.
Then start with the details, explore the true face of service, look at what kind of customer service, what kind of service is good service.
1, smile
It's actually hard for customers to see their employees smile rather than perfunctory smiles. No matter what the staff encountered unpleasant things, as long as the station to the workplace, we must have a sincere smile, which not only requires good professionalism, but also the need for humanistic care, and only employees who have enough care, employees can be sincere Smile.
2, the staff should have professional knowledge, provide advice for the purchase of customers in any position in the real estate industry, must have some expertise. When customers have doubts, problems, they want to hear is a professional solution, rather than blindly marketing or "do not know."
In the past, established post-skilled, such as: to see a person's foot can say the number of shoes; say a weight, you can catch the corresponding number of goods. With the progress of the times, the professional requirements of employees are getting higher and higher, and the professional skills of employees also need to be advancing with the times.
3, not excessive marketing, so that customers do not really need to buy the goods
Every employee wants to sell more goods, which means they can get more income. However, the wishes of employees and the needs of customers are sometimes contrary to. Blindly marketing, so that customers buy unsuitable goods, after the customer will certainly be upset and unhappy, will not visit again.
A middle-aged woman trying on a dress, apparently not suitable, but shopping guide strongly recommended her to buy, watch middle-aged women to the checkout payment, other customers are for her pinch of sweat.
4, the return should be as smooth and purchase, barrier-free
Smiling at the time of purchase, when the unparalleled return, which undoubtedly created trouble for customers. The problem of returning goods is to stop the pace of customer purchase. Therefore, the return process should be set simple and simple, so as to arouse the desire of customers to buy.
5, customers always in the first place
The basic principles of setting up processes, establishing rules and implementing standards are to always give priority to customers. Only in this way can processes, programs and guidelines better serve customers.
Whether it is to solve internal problems or to deal with external customer relationships, when you are free, indecisive or do not know how to choose, refer to this one, put the customer first, everything will be solved.
6, even if the goods out of stock, but also to meet customer needs
Customers want to buy a product, store out of stock, encountered this situation, the general is to inform the consumer out of stock, or write down the demand, notify the customer when available. If at this time to find ways to meet customer needs, brought to the customer's surprise and touched.
7, to use the most perfect way to answer customer inquiries
There is a crazy article online. A reporter went to search for a fat east, he asked a security shopping card where to sell, security enthusiastically led him to the sale site. In the face of such good service, the reporter had to buy a 500 card. If you are not sure how to deal with customer inquiries, refer to this case.
8, sincerely admit mistakes, much more than strong words
In the work, it is inevitable that mistakes will be made. When the mistakes cause troubles for the customers, they should try to make up for the mistakes, minimize the mistakes and try to obtain the customers' understanding as much as possible. If you ignore the error, it will only make customers more offensive. Sincere attitude is the fundamental attitude to solve the problem.
9, to treat customers consistently
Regardless of whether a customer buys or sells a product, a consistent service must be provided to the customer. Can not because the purchase intention is not reached, and the attitude changes.
Customers who do not have shopping, also potential customers, will also be able to communicate their shopping experience. So, to each customer to provide enthusiastic service as the goal.
10, thank you card
For frequent patronage, large amount of customers to buy, give them a thank you card. This thank you card should be unique and distinctive.
If it is a unified printed text, the degree of joy received will be greatly reduced. Therefore, this thank-you card best handwritten by the store's top managers, in order to show sincerity.
Each of the above details, it is very easy to practice once, but it is hard to insist. Therefore, only long-term every detail, in order to get more customers heart.
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