When it comes to customer service, many people would think that as long as the smiling, polite and enthusiastic can be, it is not. Different customers have different needs for services, in general, customer needs including emotional level and the level of business needs, such as feeling respected, understood negative emotions and compassion, the questions simple and accurate answers presented business needs are quickly resolved, and so on, so the light has a positive enthusiastic attitude is not enough. Combined with their own practice and experience in customer service work, I think, to really good customer service, knowledge is still more.

　　In the meeting we discussed traffic often held, we discussed a number of cases like this:

　　Case a customer in the end what you want me to do?

　　(The following is a case related to banking services, was brought in to discuss our training lesson)

　　Customer: I want to check my XX card not on telephone banking.

　　Helpline: XX No, no.

　　Customer: That you help me check, is not registered to the card number on the other.

　　Heat: finding out. Certainly not on the register, where you do?

　　Customer: XX counter

　　Hot: What do you want to go to the counter, a re-run again.

　　Customer: Can you help me check, it is linked to the wrong or did not hang up.

　　Hot: ** branch must be wrong, they are often wrong, I can not find here, you go to the counter.

　　Customer: finding out the reason I went to do?

　　Hot: Our business here must go to the counter for, you know, so be it, I come to you to call them.

　　Counter service personnel: XX is it? I ** outlets, our unit service hotline call, just answer the phone I am not in charge here, you come here tomorrow afternoon to visit you?

　　Customer: Can you help me check whether a debit card linked to electronic banking? Still hung wrong?

　　Cabinet: is the day you hang? Who helped you hang?

　　Customer: A week ago, the left side of the first counter.

　　Cabinet: You must remember, I asked, left first did not help you do too.

　　Customer: I would like to ask if you can help me check whether a debit card linked to electronic banking? Still hung wrong?

　　Cabinet: I can not check, they do not speak, I had to go upstairs to help you turn a lot of trouble, I'm not in charge here, only just received the call.

　　Customer: What did you bring me to call this number mean?

　　Cabinet: I am not in charge here, only just received the call. I looked for our manager to give you a call.

　　Customer: I asked a simple question, you get this big circle, did not solve anything, how you going?

　　In this case, the customer's experience is certainly not good. This behavior leads to unsuccessful service reasons, my analysis is as follows:

　　1, the service staff did not understand the needs of customers: In this case, the customer is the main problem: to verify their bank card is opened telephone banking functions. Hotline customer service representative did not properly understand the real needs of customers, to help customers identify the cause, for guidance, but subjective inference "counter wrong", and sent to the customer regardless of the business department at the task, but in the absence of front-line service personnel to find out lower customer demand, with customers rush to contact, not only can not solve the problem, and resolve customer concerns, but also angered customers very satisfied.

　　2, the service staff on customer service use taboo words such as: "Do you know?" "** Must be wrong, they are often wrong," "I can not find out," "I'm not in charge here," and " I would also like ***, very troublesome! "and so on.

　　3, accusations and prevarication: customer-facing, subjective accusing other sectors, causing customers to buck feeling.

　　4, professional service skills lacking: For customer questions, do not use their expertise to quickly determine whether to find speedy solutions to problems.

　　Proper handling, I think it can be:

　　First serious inquiry customer information, find business without going through the reasons for the success, leaving the customer contact telephone number, and customer commitment to respond to customer ** time, followed by contact with the relevant authorities to determine the problem-solving methods and business contacts, and then promptly answer customer (such as the need of customers in person, then just tell the customer, and tell the customer what to do things, and apologized to customers and future improvement of service sincerity).

　　Summary: I think, to provide customers with satisfactory services, understand customer needs is critical, therefore, "listen carefully -" judgment - "know your customer real requirements", is the first step to provide customers with quality service, only the key the first step in doing the right thing, a few steps back in order to do well.

　　Case II: If the customer is wrong, I want to argue with him know who is, until he realized that he was wrong it?

　　Customer: hey! How to engage, how my stock dividend has not arrive? Why do people Securities to your Securities Companies arrive it?

　　Agent: stock dividend payment date is today, tomorrow you can query to the top of your account.

　　Customer: Why? Exchange announced today issuance, why you did it to me tomorrow? Now you must give me!

　　Agent: You understand there is an error, this is the dividend payment date, but the money is on your account until tomorrow, because we want to liquidate. You can click on the check tomorrow.

　　Customer: Now called the dividend payment date, payment of what is, why go to tomorrow? This is not to give me less interest you?

　　Agent: dividend payment date means yes. . . . . . .

　　Customer: This is your own provisions or CSRC?

　　(Client and agent quarrel)

　　The above cases, the customer service staff and quarrel, surely it has left a bad feeling, so if the customer does wrong, we need to argue their points Who is it? How can we avoid such a scenario how do? My analysis is as follows:

　　1, in the above case, the customer's problem consists of two elements: First, an explanation of the dividend payment date, the second query dividend why not arrive. Arrive on dividend date problem is to understand the customer obviously wrong with the seat in the customer time to explain, because the debate this question right or wrong and entangled together, resulting in a quarrel.

　　2, my process: I think in about dividend payment date of issue, as long as clear and concise language once expressed clearly on the line, no need for this title with customers pesters to avoid a pointless debate, and then transferred to the first two issues that arrive bonus issues, first check whether there is an error message customer bonus, if necessary to help customers solve problems, if not, then clearly tell customers when the bonus will arrive, if the customer has questions then explain the workflow it.

　　Case 3: If someone else is wrong, customers have emotions, how do I do?

　　Customer: "Oh, you XX how wrong again, buy now can not buy, sell and not sell you what to eat, I want to cancel the account??!"

　　Answer one: "This is their XX department, and I have no idea."

　　Answer two: "You called me to do and I did not get it wrong .....?"

　　Analysis:

　　The above is a typical case of complaints, we often encounter, when the customer needs are two aspects, one emotion: the need to vent discontent, two, business, hoping to solve immediate or know when Solve the problem. In this case, answer two service personnel are inappropriate, no customers stand to consider:

　　Answer one: blame other departments, then the customer does not meet the emotional needs, and emotional needs of the customer submits the launch went, to customers with nothing to do and feeling of prevarication, make customers feel block fast enough.

　　Answer two: the role of cognitive service generates an error that customers blame is yourself, so seek forgiveness of their anxious, leading to greater customer dissatisfaction.

　　My view is that, due to our customer's systems or to complain about the work of error is normal, our customer service staff to complain about, it is still trust us and expect us to be able to meet his demands, then as a staff, we must first expression of customer understanding and sympathy - to meet his emotional needs, and secondly, to actively seek the assistance of the relevant departments to help customers solve problems, and to express our sincere efforts to customers, such as not able to solve the problem, but also tell the customer It is to help him solve the problem.

　　Conclusion: The quality of service attitude = knowledge + skills +

　　1) Excellent place excellent customer service is quickly understand customer needs and the ability to solve customer problems. Different customers have different service requirements, that is to say for different service expectations, as service personnel, always use the understanding, honest, professional and encourage ourselves.

　　2) expertise is a prerequisite to ensure quality service, customer service personnel must have a solid knowledge of the business to be able to promptly solve problems for customers. Accurate and rapid processing, in order to enable customers to generate their own company and trust.

　　3) service attitude is very important, service skills to provide quality service is also very necessary, enthusiastic, positive attitude, but also a good listener to understand what customers really need, to seize the main problem solved in time, with good communication skills communication with customers, reflecting the high quality of service and professionalism.

　　4) put ourselves for the sake of customers. As a customer service representative can often empathy is very important, from the customer's perspective to think about the problem, understanding customers, in order to provide good service.