What does PCO mean? (Exhibition English)

PCO is the abbreviation of pest console operation, which is translated as "pest control" in Chinese.

Under the planned economy system, PCO is called "Four Pests Movement" in China. The main mode is that the government functional departments-Aiweihui at all levels, through administrative orders, mobilize units and people from all walks of life to carry out large-scale pest control activities once or twice a year. This mass movement has a history of half a century.

From the development history of PCO work in China and decades of work practice, China government has always attached great importance to and cared about this work. China is a developing country with a large population and underdeveloped economy. Due to the mass pest control campaign organized by the government, it has made remarkable achievements in disease prevention and control.

[Edit this paragraph ]PCO service

Our PCO industry is a typical service industry, and customer satisfaction is our work goal. How can we satisfy our customers with our service? First of all, we should fulfill our service commitments in accordance with the agreement, be warm, thoughtful and meticulous, strive for perfection and be impeccable. On the other hand, we need the cooperation of customers to help them take certain defensive measures. To do the first two tasks well, it is essential to communicate with customers. And some of our customer service engineers do a good job, but the "communication" with customers is only a "soft rib". When they meet the department managers and supervisors of customers, they feel inferior. I don't know where to start, but I always feel lack of confidence. The report is not clear, full of hometown dialect, which makes customers unable to understand, and customers don't know where to answer their questions, lacking professional theoretical knowledge. Finally, they have to hand in the signature form for the customer to sign, so as to end this embarrassing situation as soon as possible. The result is that customers can't follow our service, and without good communication, they don't know what we have done and what they should do together. Some employees, in the face of customers' questions, don't know, which may completely reduce customer satisfaction and affect the company's reputation.

Communication is a comprehensive art and an ability that everyone must have, which needs training and cultivation to improve. How to improve your communication skills and communicate well with customers, the author puts forward the following views for reference.

First, communicators should have full confidence and courage when facing customers. We are equal to our customers, so it is necessary to respect them. Pay attention to your image in front of customers, maintain a dignified appearance and maintain a supercilious attitude. After seeing the customer's address, you can start with a day's work, then listen to the customer's suggestions or opinions on the current service, and then start working. After work, actively solicit customers' opinions on service work and seriously answer customers' questions. If there are defensive measures that require customers to cooperate, the reasons should be explained in detail. Especially when you hear that the customer exceeds the agreed service requirements, be patient, politely refuse, or call the company leader for instructions later. After full communication, the last thing is to hand in the signing form with both hands and let the customer confirm the work completed that day.

Second, customer service engineers should have rich professional and technical knowledge in order to communicate well with customers. We must use our professional knowledge and theory to answer customers' questions about pest control. This is not only a kind of publicity, but also an advertisement, which can make customers trust you and the company more. If you face a customer's problem, you will not only lose face, but also affect the company's reputation. If a common pest appears in the customer service unit, the customer asks you, and you answer that you have never seen it, it will leave an unprofessional reputation for the customer and the reputation of the company will also be affected. Therefore, we should study the professional knowledge of pest control hard. The more professional knowledge, the more leisurely we will be when communicating with customers, which will help customers establish a correct concept of pest control, otherwise it will be a joke.

Third, our employees come from all directions of the motherland, and Mandarin is inevitably mixed with dialects and local accents. Communication often makes customers sound difficult. Therefore, we must study Mandarin hard and improve our language expression ability by listening to the radio, watching TV, listening more, speaking more and reading more. The language and vocabulary of the motherland are very rich, such as early morning, early morning, dawn, dawn, sunrise, the first dawn, sunrise in the east, and so on. It is said that when a person dies, there can also be death, death, death, immortality, cardiac arrest, ascension, death, death and so on. There are so many words to choose from that you can use them very accurately. Vocabulary is usually accumulated, so read more books and master more vocabulary, so that when communicating with customers, you will feel comfortable, have something to say and be speechless.

Fourth, how to communicate with customers for the first time? Every employee has many times to communicate with customers for the first time. How to communicate well for the first time is very important for the success of future work. Since you take the initiative to meet customers, you should introduce yourself to customers first, so that people who don't know yourself can have a simple general understanding of themselves. For example, Fu Hui, a newly recruited employee of Anxin Ningbo Branch, went to Baiyun Mountain Villa in Xinchang for the first time this year, and the communication with the housekeeping manager began like this: Hello, Manager Gao! My name is Fu Hui, and I am an ordinary employee of Anxin Company. Today, I came to work in your villa for the first time. Since I entered the gate of your villa, I have been a member of your staff and you are my leader. Please give me more advice at work. As long as it meets the reasonable requirements stipulated in the agreement, I will try my best to complete it successfully. Please rest assured. "I heard that, she immediately dismissed the doubts about Fu Hui and looked very happy. The following work progressed smoothly with her support. After the work, the owner reported to her and achieved satisfactory results. A good start for the first time, will it be difficult for the second time and the third time?

Fifth, when communicating with customers, we must pay attention to appropriateness. When communicating with others, addressing is often the first sentence. In communication, the appropriateness of address is very sensitive, especially in the first communication, which often affects the communication effect. When dealing with customers, we often refer to their positions, such as manager X, supervisor X, Ms. X, Mr. X, etc. , so as to make clear the customer's name, identity and position in advance, so as to address them appropriately. If the position is a deputy, it is best not to bring auxiliary words when addressing. In conversation, use the polite language of compliment appropriately. When the other person is talking, you must listen patiently and never appear impatient. In the conversation between the two sides, find the common ground of mutual interest, and the communication will be warm and smooth.

Sixth, we must pay attention to the attitude when communicating with customers. It is not enough to have the eloquence of communication time, but also to have the attitude of recognition from the other side. Attitude often determines the quality and success of communication. Effective communication requires a flexible attitude, an open mind and a convincing expression. Respect for customers should be reflected in our manners. When communicating, we must show the sincerity of cooperation, at the same time, we must agree with each other's views as much as possible, and we must have the spirit of win-win cooperation, so that we can communicate with each other and cooperate sincerely; Secondly, we may have shortcomings and mistakes in our work and communication. In this case, we must listen to customers' criticisms and opinions with an open mind and dare to apologize to customers. If you encounter specific problems and the two sides disagree, you might as well say "sorry" to each other first. This is also a sign of magnanimity. It's not that I really did something wrong, but it can play a mediating role in communication, solve the deadlock and make communication develop in a smooth direction.

Seventh, pay attention to language skills when communicating with customers. Language should be concise. Explain your point of view in the shortest and clearest language. After reporting the work, I won't be wordy. Because the customer's time is limited, you should politely refuse the customer's unreasonable demands, don't promise easily, respect and compliment the customer appropriately, grasp the degree, and don't let the other party stand it. Pay attention to civilized language when you speak, and avoid uncivilized buzzwords and dirty words. When you are talking, if you find that the customer has the intention to interrupt the question, you should stop quickly and don't compete with the customer for the opportunity to speak. We should show our sincerity everywhere, always think of our customers, and always show that we are fulfilling our promises and providing the best service to our customers. Through communication, customers will be more satisfied with our service.

The literal meaning of communication is "let both sides get in touch". Communication is the basis of cooperation between customers and ourselves. Refusing to communicate is refusing to cooperate with others. People who are good at communicating with others must be good at cooperating with others. On the other hand, people who are not good at communicating with others must not be good at cooperating with others. If a person wants to succeed in his career, he must devote himself to effective customer communication. Experienced old employees often say: our service should satisfy customers, among which "seven points service, three points communication" shows that communication is essential and is a part of our service. At present, the company is paying attention to the cultivation of communication skills. Every employee should start with self-introduction and often make some impromptu speeches in front of everyone, which is also an effective way to improve communication skills. The company hopes that all employees will strive to improve their communication skills in various ways and make our pest control service better.

The entries in Baidu Encyclopedia are for reference only, if you need to solve specific problems.

(especially in the fields of law and medicine), I suggest you consult professionals in related fields. This entry is helpful to me.

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Extended reading:

1. Shennong Pest Control Agency: PCO Branch: /se.asp? nowmenuid=500596