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5 个客户服务课程帮助您提供更好的客户服务

5 个客户服务课程帮助您提供更好的客户服务

“你不会相信我刚买的这辆车。它看起来有点不起眼,操控性一般,油耗一般!”

不惊讶吗?

如果您提供的是“马马虎虎”的服务,那么您的客户也不会满意。在高度互联、竞争激烈的商业世界中,客户服务为差异化和竞争优势提供了关键机会。

但前提是你必须始终如一地为客户提供超出预期的服务。

那么,如何才能让您的服务从“一般”变成“哇哦”呢?从以下五个教训中学习:

了解“优质服务”的真正含义。

换句话说,了解客户最看重什么。是速度?个性化?还是自助服务选项?如果您不确定,请直接询问!进行匿名调查以鼓励坦诚的反馈。

但无论您的行业或公司规模如何,客户通常都会寻找以下服务基础:

  • 通过各种形式进行清晰、诚实、尊重的沟通(即使工作变得具有挑战性)。
  • 按时交付。组织中的人员应履行承诺,按时完成承诺。
  • 追求卓越的承诺。组织中的每个人都应以服务所有客户(包括内部和外部客户)的需求为荣,并竭尽全力。

让您的客户感到惊喜。

有没有收到过意想不到的礼物?它让你感觉如何?事实上,即使是小小的谢意也能让顾客大受感动——尤其是当他们没有期待任何东西的时候。

寻找一些小方法给客户带来惊喜,让这些意想不到的惊喜成为您常规服务流程的一部分。请记住:重要的不是这种举动的金钱价值,而是您为客户着想,然后不辞辛劳地做一些好事,这会让体验令人难忘。

利用科技提升服务体验。

通常,真人是解决客户服务问题的最佳选择。毕竟,人与人做生意。但随着工具的改进和人们采用技术的增加,自助服务正在急剧增加。考虑移动应用程序、社交媒体、聊天机器人、用户社区或其他技术如何让您提供更快、更无缝的服务体验。

但不要让技术破坏客户体验。

旨在简化服务的技术实际上也可能削弱服务。不幸的是,如果您管理跨多个沟通渠道(如上文所述)的服务交互的方法没有完全集成,您就无法确保卓越。为了防止出现问题,请执行以下操作:

  • 组建一个跨职能团队来密切监控站点和沟通渠道。
  • 创建合理、一致的流程,确保及时解决所有传入的服务问题(无论使用何种沟通渠道),然后在必要时重新路由或升级。

真诚地回答。

如今的客户比以往任何时候都更加精明和苛刻——而且大多数人都能看穿传统的推销手段。因此,培训您的整个团队,让他们真诚地与客户沟通。不要使用套话和公司用语,而要选择诚实和透明(尤其是当您犯了服务错误时!)。更真诚的沟通有助于建立更牢固的情感联系和更好的跨渠道服务体验。

需要一位像您一样致力于提供卓越服务的人员配备合作伙伴吗?

联系 Exact 员工,提供 国家人员配置解决方案,今天。凭借全套人员配备和人力资源管理解决方案以及屡获殊荣的客户满意度,我们是您人力资本管理需求的理想合作伙伴。

 

我们能帮你什么吗

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