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            职场双语:让客户心情愉悦的10个特质

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            Whether or not we know it or like it, customer service is a GREat part of everyone’s life. Even if one does not own a business or provide services to others, we are constantly selling ourselves into whatever it is that we want to pursue.

            Truly successful people are master manipulators in their field; at least that’s what most people would attest to. They sit and strategize for hours, plotting their way to their clients’ satisfaction. If success is a function of manipulation, then what is manipulation, anyway? A warm smile? An occasional joke? Making a client feel that his or her needs are important? That may be manipulation in its own right, but we may just as easily conclude that those are all merely attempts to create lasting and fulfilling relationships with clients.

            Unfortunately, we tend to embrace the bad manipulation as much as we do the good. This can mean twisting the truth, delivering below reasonable expectations, and selling out to something outside of our personal values. Fortunately, many people can see through this.

            What are you left with when you remove the white lies, evil tactics, and unethical behavior? The answer is — real tactics that work. If you manipulate without performance, you will not only loose the clients that you already have, but you will relieve yourself of those potential clients that supportive and satisfied clients refer.

            “The goal as a company is to have customer service that is not just the best, but legendary”.
            ~Sam Walton

            10 Pretty “Ploys” To Very Happy Clients

            1. Be honest.

            When it comes to GREat customer service, honesty is key. It is one situation when something legitimately goes awry, and an entirely different one when you anticipate that your promises will not equal your performance. Keep in mind that your most important clients are the ones that you are already serving.

            You want them to continue to do business with you and to tell others that you are a person of your word, not an eloquent fraud.

            2. Be accessible.

            Be sure to give your client all of your contact information so that you can be reached at any point in your correspondence. Many clients worry, especially when it comes to their money. You must be there to reassure them that you are creating the best possible experience for them.

            3. Be respectful.

            Treat all people, regardless of their job, race, age or status, with the utmost respect. Whether you are working with the CEO of a very prominent company, or a cleaning lady, you should respect their time and their concerns. It is alright to disaGREe, but a professional must think with clear arguments in mind and be able to present those arguments readily.

            Never mock or belittle your clients, and always keep what is supposed to be confidential, confidential.

            4. Meet deadlines with quality work.

            This is the stuff that testimonials are made of. When you a customer is satisfied with the quality of your work, and it’s delivered on time, they’re much more likely to pass this on to their friends and colleagues.

            It is important that you do not settle for mediocrity and push yourself to the best of your abilities. It is for this that you will be appreciated.

            5. Go above, and beyond.

            Think of your clients, even when it does not concern business. People are very pleasantly surprised by birthday and anniversary cards because it is so sweet of someone to have remembered. A call that takes a few minutes is cherished because it did not have to happen, and people gravitate toward others who exhibit this kind of care.

            Check in with your customers, remind them of upcoming promotions and sales on something that they may like. Be conscious of their interests, and inquire about them–not because you are savvy and manipulative, but because you possess a genuine love for people and a commitment to excellent customer service. Cherish your relationships with your clients, and they will do the same to you, and even refer you to others!

            6. Assert your Individuality.

            What about you is so special that no one else can offer the same? Is it a particular talent, a winning personality, a special ability to sense a customers needs? Exceptional service is done by exceptional individuals who can display their own personal flare. Bring yourself into your work. It makes all the difference.

            7. Be Genuine.

            This seems comparable to honesty, but in fact it is very different. People are fake all the time, and most of us can see right through it– it is that feeling in our stomachs, that inability to trust someone based on pure intuition.

            That fear is certainly relieved when we sense that whoever is assisting us is looking to help us, not con us. You must show your customers that their comfort is very important to you, and that you are not out to get them.

            8. Simplify!

            There are many technical things that customers should know but that service providers are either hesitant to approach or do so in full force. Do not barrage and intimidate them. Explain those things in terms that they can understand and take into account. Be a facilitator and be prepared with alternatives.

            9. Don’t Believe You Know Everything.

            No matter how long you have been in the business, no matter what you know, change is coming, and you have to try to anticipate it. It would be very ignorant to think that you know everything and how it always will be. Be conscious of the fact that nothing is forever, and that there is no end to what you can learn.

            10. Constant and Never Ending Improvement.

            The secret to living a life that you love is consistently bettering yourself. This means physically, mentally, and spiritually. How does this aid you in producing happy clients? The knowledge that you are always getting better is the fastest route to self-confidence.

            It allows you to feel confident in your job because you are put-together in your life. If you are living a healthy organized life in a good emotional state, you are able to handle even the most difficult of situations without running for the hills. The bottom line is, when you are confident in yourself, your clients are confident in you, and there is nothing more important to a client.

            Conclusion

            The tactics that have been given you are tools that can help better your relationships with people in business or with people in general. If we are to recognize that everyone wants to be treated with warmth and respect, we can learn to present these qualities in all of our relationships and use them to guide us in our quest to be better human beings.

            “Here is a simple but powerful rule - always give people more than what they expect to get.”
            ~Nelson Boswell


             
             

            不管我们知不知道,喜不喜欢,客户服务是每个人生活中的一个重要部分。即使一个人没有自己的事业或根本不用给别人提供服务,我们也不断地把自己卖给自己的追求,不管那追求是什么。

            真正成功的人在自己的领域都是个CAO盘手,至少大部分人都证明是如此。他们坐在那里策划数小时,只为谋划如何让顾客满意的方法。如果成功是可CAO纵的,那CAO作 方法是什么样的呢,到底?一个温暖的微笑?一个应景的笑话?又或许是让客户感到他或她的需求受到重视?可能就在于CAO纵过程本身,但我们或许能轻松地归结 出:那些仅仅是希望与客户建立持久和实质性关系的尝试而已。

            可惜,我们对于坏的策略和好的策略一概接受,这就导致了歪曲事实、达不到顾客合理预期的夸海口和违背个人价值观等诸如此类的事情。幸好,许多人是能够分辨是非的。

            不利用那些无恶意的小谎言,鬼伎俩和不道德的行为,我们还剩什么呢?答案就是--- 真正管用的战术。如果你只会CAO纵阴谋诡计,而没有实际成就,你不仅会疏远已有的客户,而且会失掉那些潜在的客户和忠实客户的参考。

            “作为一个公司,其客服目标不止要做到最好,而且要成为典范。”---山姆·沃尔顿

            10个“靓招”让顾客愉悦

            1 诚信 针对大型的客户服务,诚信是关键。某些合法的事情遭到失败是一种情况,另一种完全不同的情况是你的承诺跟不上你的表现。要牢记,正在打交道的客户就是你 最重要的客户。你得要他们继续和你合作,并且告诉其他人你是个言而有信的人,而不是个不知廉耻的骗子。
            2 容易联系务必将你所有的联系方式告诉你的客户,这样在服务过程中你能随叫随到。许多顾客,尤其是涉及到金钱利益的时候,都会有此担心。你必须得以实际行动告诉他们:你在尽可能创造最好的服务。

            3 尊重人不管他人的工作、种族、年龄和身份地位怎么样,你得尽可能地尊重每一个人。不管你是和一个著名公司的执行总裁,还是和一个清洁女工来打交道,你应该 尊重他们的时间和意见。可以提出异议,但专业人士是会在脑海里形成清晰的理由后而用随和的方式表达意见。

            绝对不要嘲弄或者贬低你的客户,并且最好保持一贯的信任态度,信任。

            4按时按质完成任务这是顾客表扬内容的来源。当你的顾客对你工作的质量非常满意,并且你完成及时,他们大多会向他们的朋友和同事宣传你。

            这是你摆脱平庸走向你能力高峰的重要一步。你被重视的理由也在此。

            5 超前服务多为你的客户考虑甚至一些与生意无关的事情。人们在收到生日或周年纪念卡片时总是倍感惊喜,因为被人挂念是件甜蜜的事情。一个不期而至的问候电话会备受重视,花不了几分钟,但客户周围的人也有可能被这种关心所吸引。
            联系您的客户,看他们是否知道他们可能感兴趣的新近推销和优惠活动。要知道他们的兴趣爱好,并尝试问问他们—-这不意味着你就很圆滑和投机, 而是说明了你对他们传递了一种真诚的爱心和对优质服务的一种承诺。珍惜和顾客间的关系,他们会给你同样回报,甚至将你推销给其他顾客!

            6强调你的独特性假设你很特别,任何人也给不了你提供的这种服务呢?一项特殊的才艺,一种迷人的个性或是能敏锐感知顾客潜在需要的第六感觉?优异的服务来自于优异的个体,那种能展示个人独特光芒和魅力的人才。以这种方式投入到你的工作中去,你会发现变化惊人。

            7 真实这个似乎和诚实类似,但实际上是有很大不同的。人们时刻在伪装自己,大多数人能看透—那是一种第六感,仅凭直觉还不能就此信任某人。当我们意识到支持 我们的人就是帮助我们的人,而不是伪装欺骗,这种担心肯定会消除。你必须让你的顾客知道,他们的满意对你来说是非常重要的,你对此不是漠不关心的。

            8 简化!有许多顾客本该知道的技术性的东西,服务提供者要么吞吞吐吐说不清楚,要么非得逼着顾客弄清楚。别吓着顾客了。用他们能理解并感兴趣的方式来解说。做一个简化者,并且准备一个备选方案。

            9 自己不是万事皆知不管你做这行多久,不管你已经懂得什么,事情是时刻在变化着的,你要试着去预见未来。认为自己什么都知道,事物总是老样子的想法是很无知的表现。要知道没有永恒的事物,而且学无止境。
            10始终如一地追求进步让自己热爱生活的一个秘密就是不断改善自己。这意味着身体、心理和灵魂的全面提高。这些如何帮助你打造愉快的客户呢?不断更新的知识是你建立自信的最快捷径。

            它让你在工作中感到自信,因为你生活有条理。如果你以愉悦的状态过着健康有条理的生活,你就能解决哪怕是最棘手的 麻烦而不必为此烦恼撞墙。底线是,当你自己感到自信时,你的客户自然也就信任你,这点最客户最为重要。

            小结:给你的上述建议只是能帮助人们改善职场或是普通关系的工具。我们要认识到,每一个人都想要得到热心和尊敬,我们就会学着在所有的人际关系中去表现这些品质,并利用它们来指引我们变成更好的人。

            “这是一个简单但强大的规则-总是给予比顾客期望的更多。 ”
            ?纳尔逊·博斯韦尔

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