1. Avoid the impression of poor service The first impression of affirmation and success brings good benefits to the company, and the harm of bad first impression brings is far more serious than what they can realize. Customers often have many opportunities for choice, and many companies will scramble to attract their attention. The customers will not only leave the company because they cannot endure bad services, but also open an account, but they may also spread the bad impression of the company to more people. Therefore, to improve the quality of service, we must first avoid the impression of poor services for customers. 2, make up for the shortcomings of the service The shortcomings in the service, should make up for it in time, rather than the excuse to use the excuse to push the responsibility. Through the “service repair”, not only can it make up for the problems in the service, but also to satisfy the discerning customers, so that we and competitors have obvious competitive advantages. 3, formulate a service repair plan E every company and their employees make mistakes, and customers can understand this. What the customer cares about how you correct your mistakes. We must first apologize for the problems in the service, but only that is not enough. It is also necessary to formulate a practical solution to solve the customer’s problems with specific actions. If the client holds the damaged or failed air filter to the car accessories store, what should be done on the spot is returned. It should help him install parts on the car. 4, consider the actual situation of customers In the process of providing services to customers, consider the actual situation of the customer, and adjust the service performance in accordance with the customer’s feelings, that is, to provide customers with personalized, High -value service. 5, frequently inspect the service system The purpose of enterprise formulating the service system is to better serve customers, help customers solve problems, meet their needs, and even exceed their expectations. If it is because of the improvement of customer service quality because of system problems, the system must be modified in a timely manner. Couted a good service system The meaning of a good service system is basically good things. Through a good service system, you can guide customers well and let them know what you can provide to them and how to provide them. Through a good service system, it can greatly improve the service awareness of employees within the enterprise and improve service quality. 6, old customers and new customers , even if they can’t do it better, they must regard serving old customers as important as new customers. Many companies put more energy on new customers and provide high -quality services for new customers, but ignore services to old customers. This is very wrong. Because the cost of developing new customers is much higher than the cost of stable old customers. When the old customers are lost, they will be intensified. Therefore, attaching importance to the service of old customers can effectively improve the quality of the service. This information to be a qualified customer service personnel should have a rigorous work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patiently explain to customers patiently, listen to customer opinions, etc. Essence . The enthusiastic attitude It to be a qualified customer service personnel. Only by loving this career can you put it in your mind and mind, so this is a prerequisite for a qualified customer service staff. . Proficiency business knowledge should have skilled business knowledge and continue to study hard. Only by mastering the business knowledge in all aspects can we provide users with various services such as business inquiries, business handling and complaint proposal. Let customers achieve better satisfaction in the service. 3. Patient to answer questions The core of a qualified customer service personnel is the attitude towards customers. In the process of work, we should maintain a enthusiastic and sincere work attitude. While doing a good job of explanation, it is necessary to ease and not be arrogant. Here, until the customer is satisfied, he always keeps the promise of “dissolving the smile into the sound and bringing sincere to the customer”. In this way, you can make yourself more aggressive. . Reasonable communication and coordination A communication ability, especially effective communication ability, is a basic quality that customer service staff should have. Customer service is a job that deal with customers. Guiding customers is the basic skills when we communicate with customers. Only by understanding what services and help customers need, and understanding where the customer’s complaints and dissatisfaction is, can we find out the problems of our company, the right medicine, and solve the customer’s problem. Reference materials: Customer Service_ 百度 贴
1. Customer maintenance must have a comprehensive customer information database
No matter how smart the brain and good memory you have, it is impossible to remember every detail of your customer, so there is a customer. The database is a must and the first step in your work. Someone may be big when they see the database. In fact, it is not difficult to create a database. The simplest customer database is your phone’s address book, but here I do not recommend you to use the mobile phone address book as your customer database, because it is too simple, you can’t enter you The required customer database information cannot meet the needs of daily work. If you are willing, you can search online, and there are many software -like software -like software available. I recommend the use of Ken for the non -fee -free office platform (the descriptions later are referred to as the office platform). The reason for the recommendation is free, and the second is that it innovates a lot of methods to maintain customers, which can fully meet the needs of customers (this point can be from this point. See in the later operation). Actually, it is very simple and efficient to use this office platform to create a customer database, because it can be imported from your mobile phone. Even if there are 2,000 customers in your mobile phone, you can be in about 10 minutes (in the current current (in the current current (in the current current (in the current current (now, as you are currently (in the current current (now, (in the current currently References for popular computers) imported into the office platform in your computer. So efficient and simple, I was surprised for the first time I used a computer enthusiast. Specific import method: Export a CSV format file with your own function, and you can directly import it to this platform (please refer to its helping handbook for detailed methods, here is no longer naked). It after the import is completed, you can edit and improve customer information, and use the remarks recorded (add text information) recorded by the platform’s communication (can add text information) or add comments (can add rich text information, that is, graphic information in the form of web pages) to restrictly the restriction Increase any information you need to meet your customer maintenance needs. Of course, this step can also be gradually completed in daily work.
. Grouping of customers
How to measure the level of customer value? How do I allocate my customer maintenance time? This uses the function of the communication recording of the non -fee -free office platform. You can group it according to your needs. For example, you can divide the address book into family members, friends, important customers, ordinary users, groups, groups, groups, groups, groups, groups, and groups Customers and so on. If in the address book database, the loyal and profitable customers can be paid in accordance with your standards, and then treat them specially with different strategies, or allocate working hours according to the profit size to win more business profit. Different industries have different measures. For example, the financial industry, see if customers have purchased a lot of different wealth management products, whether he has a lot of loans, and how much the banks make from him to judge the level of customer value. It you can also carefully observe the customer’s needs and habits, and record it in detail (using this platform’s adding review function to add to the address book), these records are the details that need attention in the future customer service. This approach does not cost much, but the effect is very good, and often can get a high evaluation of customers.
. The theory of the 28th of the customer’s maintenance
The life of a person is limited and the time is even more valuable. How to balance time cost and profit? Perhaps the theory of the 28th theory can give you some inspiration, and combined with the packet function of this platform to maximize your time. In many industries, 20%of the most valuable customers can bring 80%of profits to enterprises. On the contrary, many customers have very low value to enterprises. It may be worth paying for the work of 20%of people to do a better mind, but it is worth it. In addition, 20%of the 80%of customers are wasting the resources of the enterprise. For them, it is necessary for them to give up decisively; for the remaining 60%of the customers, they do not make money, but they can maintain the size of the enterprise. Enterprises should try to keep them. So we need to study and find out what the 20%of those people have, why are they loyal to the brand, and what strategies should they adopt to keep them loyal to generate the profits of enterprises. The idea is “turning all the unsatisfactory customers into loyalty”, which does not make much sense to do so. Even though some customers have become loyal customers, companies may still be unable to make money from them. Because they only value the continuous reduction of prices and promotions of the enterprise, this loyalty cannot bring profits to the enterprise. Of course, for those who have potential and high -value customers, they must increase their loyalty and make them a one -mole of loyalty and 20%of high value.
. The time segmentation skills for customer maintenance
If you interview with the customer, I recommend you “two minutes to talk about the theme, eight minutes talk about home or current affairs” Distribution and negotiation skills, because this may make the two parties very happy. With this experience, customer maintenance is successful.
. The analysis of the success or failure of the customer’s maintenance
In use of the “experience and summary” under the “comprehensive office” menu) to record and analyze at any time Customer maintenance situations, memorizing or improving their ability to work. For customers who have lost, first of all, the crux of the problem: Why does the customer lose? Which type of customers are lost? When did you lose? The focus of work should be placed on the crux of the crux, not on the lost customers. After that, deepen the problems found in depth and apply the right medicine. For example, a certain sales manager found that customers were dissatisfied with their services and the order declined. After the investigation, I learned that because the company was going to be listed, the customer was troublesome to increase the number of systems and approval procedures, and I felt that they spent too much time. More importantly, the partners no longer valued themselves, so some orders turned to turn to steering. A more flexible company. After discovering these problems, the company changes the processing method in a timely manner in order to re -establish the brand image in the minds of customers.
. Customers often contact or return to customers, which is also an effective way to enhance customer relationships
In using multiple options to send text messages recorded by the platform communication and multiple options of sending emails. Easily send text messages or E-mail on holidays. Control in feelings, don’t let customers think that you have forgotten him or her, after all, this is the tradition of China! Is some users can call and call for greetings for a period of time; more important customers must visit and communicate, and bring the company’s small gifts. The key time banquet please ask for important customers; The birthday and family address of customers, especially large customers, especially customers, after all, important customers account for most of your sales, which attracts enough attention. Is when visiting customers, sales staff should always understand the situation of customers’ use of products; understand whether customers have new needs in the near future in order to discover new sales opportunities; promote, promote new products to customers, and create re -sales. It, pay attention to your formal dress and seriousness of your words. This is a must when you see customers, that is, improve your image and respect the performance of customers.
7. The final result
has no eternal friends in the business field, only the common interests forever, if you do not have a common interest between you and your customers, then Your client is losing quietly. Please keep in mind how to maximize the interests between you and customers is the center of maintaining customer relationships. Similarly, people also need the lubrication of feelings and gifts between people. Don’t forget to give customers some suitable small gifts, or give customers a certain rebate policy. If business benefits are really good, it is best to give customers a little unexpected benefits. Because of this, you can improve your relationship with customers and gradually increase customer loyalty.
Pay content for time limit to check for freenAnswer 1. Care about the work and life of old customers, and help old customers to spend the difficulties as much as possible. 2. Excellent products are the best ways to maintain old customers, and mostly work hard on product improvement and improvement. 3. For old customers, it can be handled in a way with a larger product discount and a richer preferential package. 4. Communicate with old customers, understand the needs of old customers, and promote product improvement and service improvement. 5. Establish files for old customers’ information for convenient daily connection and comprehensively grasp information. 6. For newly launched activities or products, you can give priority to letting old customers experience and increase the sense of gain of old customers.nIf you are satisfied with my service, give me a evaluation
The method of maintaining old customers . The purpose should be clear 1. The purpose of maintaining old customers should be clear, whether everyone is enthusiastic, or collect a certain amount What about cost? Or improve satisfaction? Or increase popularity? 2. The purpose of this department must be as consistent with the goal of the enterprise. Maintaining the purpose of the old customers is the task of the enterprise level? Or department -level task? Is the task of all employees participating? Or part of the tasks of some employees? 3, can the work we have to do can have a result prediction? For example, if you are not so enthusiastic, what kind of enthusiasm do we need? How to measure this enthusiasm? Do we have a “ruler” with enthusiasm? Can the result be measured?
. Methods should be proper 1. Do we know what old customers need? What services do they need outside the company’s products? 2, is there any benefit of old customers to get these services? Can it solve the short -term problem of the enterprise, long -term problems? 3, whether the services we provide in effect, time, value, efficiency can “just turn the right” 4, how can we let our customers accept our services, so as not to shave our heads and pick the hot. How do we accept the final customers to accept us, how to let the customer’s boss accept, how to promote to the customer’s customers, and finally allow them to loyal to our services,
. Calculation should be calculated 1. Can the services we provide can calculate the cost? 2. Do we have enough capabilities to provide related services? 3. Can we promise, 4, if we promise the services we are providing, but what if we do not do what we do, what should we do? Intersection 5. Whether the services we provide have sufficient competitiveness,
. Personnel should stabilize 1. Whether the company’s strategy allows us to organize relevant personnel to provide such services, 2. Whether our personnel’s ability supports us to provide related services, 3, do we establish related processes and procedures to achieve personnel recruitment/training/reserve/emergency,
five , Resources should be in place 1, do we have the means of customer management, do we have record management of customers accepting services? Those customers have accepted our services. Which customers have not accepted our services yet? 2, can we provide a record? 3, can we track our services? For example: satisfaction survey, we need to know whether the service we provides has reached our goal. 4. Are we ready for the “improvement of processes” based on the results of customer feedback 5. Is the goal of our long -term service?
Annexation: Methods to maintain old customers 1, birthday blessing 2, daily regular return 3, old customer preferential policies 4, old customer high -level interoperability 5, irregular forum 6, allowing old customers to participate in the evaluation of service staff, 7, holiday party Chatting, even if there is no need, talk to him about his own troubles and remind them! 2. When chatting, you must learn when you may have demand and how much. n3. After talking about the project questions, you can talk about some other things and end the speech, prepare to go to another customer. 4. To confirm which customers are important and which customers are not important, leave more time to those who may come out recently that may be released recently. On the customer’s customers, grasp the weight to maintain, so as to make the performance better!
Oremians to visit . Visit purposes: Understand the development of the dealer’s market, promote cooperation in cooperation Essence . Visit method: Telephone appointment, face -to -face visit. three. Care for visit. 1. Before departure, first call or SMS to notify the customer sales representatives in the area, and hope that the other party will arrange the time to meet at that time; 2. After arrival, first notify all customers in the area by SMS to notify all customers in the area to sell the hotel where the representative lives. , Hotel phone number; 3. After reaching, see the customer by phone. The visit must be prepared for three must be discussed. · Three preparations: ① Visit the purpose, understand market conditions and development forms; ② telephone appointment time and place; ③ recent sales records and other information for customers; The current situation of the network conditions of the local hospital and the current status of business and chain; the progress and development of the sales of target products; ② market dynamics, the market’s response and acceptance of target products; understand the market and competitors The method of solution; · Three must come: ① must go to the market to understand the sales of target products and check the market; ② must go to business to understand the flow of target products; Product training; 4. After the visit, make a market evaluation, and have a formal report on development goals, development problems, solutions, etc.; . The three major disciplines when visiting customers: 1. Before visiting customers, we should make a visit plan and communicate with the superior; 2. During the visiting customers, we should maintain more than one or more communication with the company’s superior every day; 3. Do not make any policies when visiting customers. Promise of;
When I maintain the customer group of my company, there is no good way. In a few simple aspects, you can take a look. After entering the store, analyze the service and product direction, and consult customers’ opinions. 4. Timely notify customers to prepare for prevention, such as typhoons, heavy rain, cold air 5. Regularly agreed with customers to visit and enhance interpersonal relationships to improve interpersonal relationships And trust 6. Use the tools to manage customers, such as good strokes. What kind of products are not important, what is important is to do a good person first, and then do business. Someone accepts you as a person to accept your product. Respect the customer’s choice and let customers know that he is worthwhile, and sell it to the customer. First of all, let the customer know what benefits he can get in this sales. If this is not clear, the result can be imagined to know It is very simple to do business. It is mainly whether there is confidence or not to implement the above principles firmly. There are nothing else. What techniques are you talking about? I think those are useless. As long as the customer accepts you, your brother is called your brother, and your brother calls your elder brother. Do you have to do this? The first thing that customers need to associate with you are that they are comfortable with you, no pressure, respected, and the transaction results are fair and reasonable. He can get benefits in the transaction with you, instead of losing money after dealing with you, compensation, and not being understood, being left out. Such a result is difficult to associate with you again.
1. Avoid the impression of poor service
The first impression of affirmation and success brings good benefits to the company, and the harm of bad first impression brings is far more serious than what they can realize. Customers often have many opportunities for choice, and many companies will scramble to attract their attention.
The customers will not only leave the company because they cannot endure bad services, but also open an account, but they may also spread the bad impression of the company to more people. Therefore, to improve the quality of service, we must first avoid the impression of poor services for customers.
2, make up for the shortcomings of the service
The shortcomings in the service, should make up for it in time, rather than the excuse to use the excuse to push the responsibility. Through the “service repair”, not only can it make up for the problems in the service, but also to satisfy the discerning customers, so that we and competitors have obvious competitive advantages.
3, formulate a service repair plan
E every company and their employees make mistakes, and customers can understand this. What the customer cares about how you correct your mistakes. We must first apologize for the problems in the service, but only that is not enough. It is also necessary to formulate a practical solution to solve the customer’s problems with specific actions.
If the client holds the damaged or failed air filter to the car accessories store, what should be done on the spot is returned. It should help him install parts on the car.
4, consider the actual situation of customers
In the process of providing services to customers, consider the actual situation of the customer, and adjust the service performance in accordance with the customer’s feelings, that is, to provide customers with personalized, High -value service.
5, frequently inspect the service system
The purpose of enterprise formulating the service system is to better serve customers, help customers solve problems, meet their needs, and even exceed their expectations. If it is because of the improvement of customer service quality because of system problems, the system must be modified in a timely manner.
Couted a good service system
The meaning of a good service system is basically good things. Through a good service system, you can guide customers well and let them know what you can provide to them and how to provide them. Through a good service system, it can greatly improve the service awareness of employees within the enterprise and improve service quality.
6, old customers and new customers
, even if they can’t do it better, they must regard serving old customers as important as new customers. Many companies put more energy on new customers and provide high -quality services for new customers, but ignore services to old customers. This is very wrong.
Because the cost of developing new customers is much higher than the cost of stable old customers. When the old customers are lost, they will be intensified. Therefore, attaching importance to the service of old customers can effectively improve the quality of the service.
This information to be a qualified customer service personnel should have a rigorous work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patiently explain to customers patiently, listen to customer opinions, etc. Essence
. The enthusiastic attitude
It to be a qualified customer service personnel. Only by loving this career can you put it in your mind and mind, so this is a prerequisite for a qualified customer service staff.
. Proficiency business knowledge
should have skilled business knowledge and continue to study hard. Only by mastering the business knowledge in all aspects can we provide users with various services such as business inquiries, business handling and complaint proposal. Let customers achieve better satisfaction in the service.
3. Patient to answer questions
The core of a qualified customer service personnel is the attitude towards customers. In the process of work, we should maintain a enthusiastic and sincere work attitude. While doing a good job of explanation, it is necessary to ease and not be arrogant. Here, until the customer is satisfied, he always keeps the promise of “dissolving the smile into the sound and bringing sincere to the customer”. In this way, you can make yourself more aggressive.
. Reasonable communication and coordination
A communication ability, especially effective communication ability, is a basic quality that customer service staff should have. Customer service is a job that deal with customers. Guiding customers is the basic skills when we communicate with customers. Only by understanding what services and help customers need, and understanding where the customer’s complaints and dissatisfaction is, can we find out the problems of our company, the right medicine, and solve the customer’s problem.
Reference materials: Customer Service_ 百度 贴
1. Customer maintenance must have a comprehensive customer information database
No matter how smart the brain and good memory you have, it is impossible to remember every detail of your customer, so there is a customer. The database is a must and the first step in your work. Someone may be big when they see the database. In fact, it is not difficult to create a database. The simplest customer database is your phone’s address book, but here I do not recommend you to use the mobile phone address book as your customer database, because it is too simple, you can’t enter you The required customer database information cannot meet the needs of daily work. If you are willing, you can search online, and there are many software -like software -like software available. I recommend the use of Ken for the non -fee -free office platform (the descriptions later are referred to as the office platform). The reason for the recommendation is free, and the second is that it innovates a lot of methods to maintain customers, which can fully meet the needs of customers (this point can be from this point. See in the later operation).
Actually, it is very simple and efficient to use this office platform to create a customer database, because it can be imported from your mobile phone. Even if there are 2,000 customers in your mobile phone, you can be in about 10 minutes (in the current current (in the current current (in the current current (in the current current (now, as you are currently (in the current current (now, (in the current currently References for popular computers) imported into the office platform in your computer. So efficient and simple, I was surprised for the first time I used a computer enthusiast. Specific import method: Export a CSV format file with your own function, and you can directly import it to this platform (please refer to its helping handbook for detailed methods, here is no longer naked).
It after the import is completed, you can edit and improve customer information, and use the remarks recorded (add text information) recorded by the platform’s communication (can add text information) or add comments (can add rich text information, that is, graphic information in the form of web pages) to restrictly the restriction Increase any information you need to meet your customer maintenance needs. Of course, this step can also be gradually completed in daily work.
. Grouping of customers
How to measure the level of customer value? How do I allocate my customer maintenance time? This uses the function of the communication recording of the non -fee -free office platform. You can group it according to your needs. For example, you can divide the address book into family members, friends, important customers, ordinary users, groups, groups, groups, groups, groups, groups, and groups Customers and so on.
If in the address book database, the loyal and profitable customers can be paid in accordance with your standards, and then treat them specially with different strategies, or allocate working hours according to the profit size to win more business profit. Different industries have different measures. For example, the financial industry, see if customers have purchased a lot of different wealth management products, whether he has a lot of loans, and how much the banks make from him to judge the level of customer value.
It you can also carefully observe the customer’s needs and habits, and record it in detail (using this platform’s adding review function to add to the address book), these records are the details that need attention in the future customer service. This approach does not cost much, but the effect is very good, and often can get a high evaluation of customers.
. The theory of the 28th of the customer’s maintenance
The life of a person is limited and the time is even more valuable. How to balance time cost and profit? Perhaps the theory of the 28th theory can give you some inspiration, and combined with the packet function of this platform to maximize your time.
In many industries, 20%of the most valuable customers can bring 80%of profits to enterprises. On the contrary, many customers have very low value to enterprises. It may be worth paying for the work of 20%of people to do a better mind, but it is worth it. In addition, 20%of the 80%of customers are wasting the resources of the enterprise. For them, it is necessary for them to give up decisively; for the remaining 60%of the customers, they do not make money, but they can maintain the size of the enterprise. Enterprises should try to keep them. So we need to study and find out what the 20%of those people have, why are they loyal to the brand, and what strategies should they adopt to keep them loyal to generate the profits of enterprises.
The idea is “turning all the unsatisfactory customers into loyalty”, which does not make much sense to do so. Even though some customers have become loyal customers, companies may still be unable to make money from them. Because they only value the continuous reduction of prices and promotions of the enterprise, this loyalty cannot bring profits to the enterprise. Of course, for those who have potential and high -value customers, they must increase their loyalty and make them a one -mole of loyalty and 20%of high value.
. The time segmentation skills for customer maintenance
If you interview with the customer, I recommend you “two minutes to talk about the theme, eight minutes talk about home or current affairs” Distribution and negotiation skills, because this may make the two parties very happy. With this experience, customer maintenance is successful.
. The analysis of the success or failure of the customer’s maintenance
In use of the “experience and summary” under the “comprehensive office” menu) to record and analyze at any time Customer maintenance situations, memorizing or improving their ability to work. For customers who have lost, first of all, the crux of the problem: Why does the customer lose? Which type of customers are lost? When did you lose? The focus of work should be placed on the crux of the crux, not on the lost customers. After that, deepen the problems found in depth and apply the right medicine. For example, a certain sales manager found that customers were dissatisfied with their services and the order declined. After the investigation, I learned that because the company was going to be listed, the customer was troublesome to increase the number of systems and approval procedures, and I felt that they spent too much time. More importantly, the partners no longer valued themselves, so some orders turned to turn to steering. A more flexible company. After discovering these problems, the company changes the processing method in a timely manner in order to re -establish the brand image in the minds of customers.
. Customers often contact or return to customers, which is also an effective way to enhance customer relationships
In using multiple options to send text messages recorded by the platform communication and multiple options of sending emails. Easily send text messages or E-mail on holidays. Control in feelings, don’t let customers think that you have forgotten him or her, after all, this is the tradition of China!
Is some users can call and call for greetings for a period of time; more important customers must visit and communicate, and bring the company’s small gifts. The key time banquet please ask for important customers; The birthday and family address of customers, especially large customers, especially customers, after all, important customers account for most of your sales, which attracts enough attention.
Is when visiting customers, sales staff should always understand the situation of customers’ use of products; understand whether customers have new needs in the near future in order to discover new sales opportunities; promote, promote new products to customers, and create re -sales.
It, pay attention to your formal dress and seriousness of your words. This is a must when you see customers, that is, improve your image and respect the performance of customers.
7. The final result
has no eternal friends in the business field, only the common interests forever, if you do not have a common interest between you and your customers, then Your client is losing quietly. Please keep in mind how to maximize the interests between you and customers is the center of maintaining customer relationships.
Similarly, people also need the lubrication of feelings and gifts between people. Don’t forget to give customers some suitable small gifts, or give customers a certain rebate policy. If business benefits are really good, it is best to give customers a little unexpected benefits. Because of this, you can improve your relationship with customers and gradually increase customer loyalty.
Pay content for time limit to check for freenAnswer 1. Care about the work and life of old customers, and help old customers to spend the difficulties as much as possible. 2. Excellent products are the best ways to maintain old customers, and mostly work hard on product improvement and improvement. 3. For old customers, it can be handled in a way with a larger product discount and a richer preferential package. 4. Communicate with old customers, understand the needs of old customers, and promote product improvement and service improvement. 5. Establish files for old customers’ information for convenient daily connection and comprehensively grasp information. 6. For newly launched activities or products, you can give priority to letting old customers experience and increase the sense of gain of old customers.nIf you are satisfied with my service, give me a evaluation
Reprinted the following information for reference
The method of maintaining old customers
. The purpose should be clear
1. The purpose of maintaining old customers should be clear, whether everyone is enthusiastic, or collect a certain amount What about cost? Or improve satisfaction? Or increase popularity?
2. The purpose of this department must be as consistent with the goal of the enterprise. Maintaining the purpose of the old customers is the task of the enterprise level? Or department -level task? Is the task of all employees participating? Or part of the tasks of some employees?
3, can the work we have to do can have a result prediction? For example, if you are not so enthusiastic, what kind of enthusiasm do we need? How to measure this enthusiasm? Do we have a “ruler” with enthusiasm? Can the result be measured?
. Methods should be proper
1. Do we know what old customers need? What services do they need outside the company’s products?
2, is there any benefit of old customers to get these services? Can it solve the short -term problem of the enterprise, long -term problems?
3, whether the services we provide in effect, time, value, efficiency can “just turn the right”
4, how can we let our customers accept our services, so as not to shave our heads and pick the hot. How do we accept the final customers to accept us, how to let the customer’s boss accept, how to promote to the customer’s customers, and finally allow them to loyal to our services,
. Calculation should be calculated
1. Can the services we provide can calculate the cost?
2. Do we have enough capabilities to provide related services?
3. Can we promise,
4, if we promise the services we are providing, but what if we do not do what we do, what should we do? Intersection
5. Whether the services we provide have sufficient competitiveness,
. Personnel should stabilize
1. Whether the company’s strategy allows us to organize relevant personnel to provide such services,
2. Whether our personnel’s ability supports us to provide related services,
3, do we establish related processes and procedures to achieve personnel recruitment/training/reserve/emergency,
five , Resources should be in place
1, do we have the means of customer management, do we have record management of customers accepting services? Those customers have accepted our services. Which customers have not accepted our services yet?
2, can we provide a record?
3, can we track our services? For example: satisfaction survey, we need to know whether the service we provides has reached our goal.
4. Are we ready for the “improvement of processes” based on the results of customer feedback
5. Is the goal of our long -term service?
Annexation: Methods to maintain old customers
1, birthday blessing
2, daily regular return
3, old customer preferential policies
4, old customer high -level interoperability
5, irregular forum
6, allowing old customers to participate in the evaluation of service staff,
7, holiday party
Chatting, even if there is no need, talk to him about his own troubles and remind them!
2. When chatting, you must learn when you may have demand and how much. n3. After talking about the project questions, you can talk about some other things and end the speech, prepare to go to another customer.
4. To confirm which customers are important and which customers are not important, leave more time to those who may come out recently that may be released recently. On the customer’s customers, grasp the weight to maintain, so as to make the performance better!
Oremians to visit
. Visit purposes: Understand the development of the dealer’s market, promote cooperation in cooperation Essence
. Visit method: Telephone appointment, face -to -face visit.
three. Care for visit.
1. Before departure, first call or SMS to notify the customer sales representatives in the area, and hope that the other party will arrange the time to meet at that time;
2. After arrival, first notify all customers in the area by SMS to notify all customers in the area to sell the hotel where the representative lives. , Hotel phone number;
3. After reaching, see the customer by phone. The visit must be prepared for three must be discussed.
· Three preparations: ① Visit the purpose, understand market conditions and development forms; ② telephone appointment time and place; ③ recent sales records and other information for customers; The current situation of the network conditions of the local hospital and the current status of business and chain; the progress and development of the sales of target products; ② market dynamics, the market’s response and acceptance of target products; understand the market and competitors The method of solution;
· Three must come: ① must go to the market to understand the sales of target products and check the market; ② must go to business to understand the flow of target products; Product training;
4. After the visit, make a market evaluation, and have a formal report on development goals, development problems, solutions, etc.;
. The three major disciplines when visiting customers:
1. Before visiting customers, we should make a visit plan and communicate with the superior; 2. During the visiting customers, we should maintain more than one or more communication with the company’s superior every day;
3. Do not make any policies when visiting customers. Promise of;
When I maintain the customer group of my company, there is no good way. In a few simple aspects, you can take a look. After entering the store, analyze the service and product direction, and consult customers’ opinions. 4. Timely notify customers to prepare for prevention, such as typhoons, heavy rain, cold air 5. Regularly agreed with customers to visit and enhance interpersonal relationships to improve interpersonal relationships And trust
6. Use the tools to manage customers, such as good strokes. What kind of products are not important, what is important is to do a good person first, and then do business. Someone accepts you as a person to accept your product. Respect the customer’s choice and let customers know that he is worthwhile, and sell it to the customer. First of all, let the customer know what benefits he can get in this sales. If this is not clear, the result can be imagined to know It is very simple to do business. It is mainly whether there is confidence or not to implement the above principles firmly. There are nothing else. What techniques are you talking about? I think those are useless. As long as the customer accepts you, your brother is called your brother, and your brother calls your elder brother. Do you have to do this? The first thing that customers need to associate with you are that they are comfortable with you, no pressure, respected, and the transaction results are fair and reasonable. He can get benefits in the transaction with you, instead of losing money after dealing with you, compensation, and not being understood, being left out. Such a result is difficult to associate with you again.