What kind of customer service is the most competent?

First, use the standard terms of service.

Language is the bridge and link between people. Being good at using language can help strangers eliminate their vigilance and facilitate communication. The "Hello, CITIC Construction Investment" sent immediately after the call, with cordial and warm greetings, gives customers a warm feeling of home. In the process of answering questions, be patient and meticulous, and be kind. Even the simplest question can't show the slightest impatience, and you can't make fun of customers, such as "I'm sorry to have kept you waiting" and "I'll check this problem for you. Is it convenient for you to wait online? " "Hello, I'm glad to continue to serve you", "Do you think there are any other questions that need to be understood" and "Thank you for your patience"; After the problem is solved, "Thank you for calling", "Please call our customer service hotline again if you have any questions" and so on. These languages seem ordinary, but they are catalysts to communicate the feelings of both parties, making customers feel at home, even if they have a lot of anger before calling.

Second, we should have rich professional knowledge.

As a consultant, if you have a solid business foundation, you can systematically analyze and understand the key points of customer problems and solve them in the shortest time.

This not only improves customers' trust in our seats, but also further enhances customers' satisfaction and loyalty to the whole company. On the contrary, without relatively comprehensive professional knowledge, it is difficult to answer customers' questions quickly and satisfactorily, which will not only arouse customers' doubts, but also damage the company's image while you are tongue-tied.

Third, we must have the ability to distinguish personality.

Being able to roughly distinguish the personality characteristics of customers plays a vital role in solving problems or handling complaints. Different people, treated separately, it is easy to communicate with customers and further reach an understanding with customers. For example, if you treat a customer who is a little "self", you can fully listen to him, and then skillfully correct him after he has fully expressed his wishes and ideas. Never interrupt in the middle, so as not to delay the time to solve the problem; For example, if you treat a customer with a dull expression and unclear thinking, you need to patiently guide the prompts step by step, and take the form of asking him to answer and understand the purpose of his call. Of course, different morphemes and communication methods should be adopted according to the age of customers, their familiarity with computers and their ability to understand languages.

Fourth, keep a happy mood.

As a well-known service personnel, they must do their best to put aside all bad emotions and treat every customer with a full mental state as long as they arrive at their posts. No matter whether the customer is picky or arrogant, we should face it with sincere smile and pleasant voice. If we bring our troubles to work and face up to difficulties, we will be emotional when facing customers, which is very unfavorable for us to complete the seating work qualified. A happy mood makes you relaxed and happy, and also makes customers happy.

Fifth, we must learn to put ourselves in others' shoes.

In the service work, if we meet picky customers or customers with many problems, it will often make us feel bored. At this time, you need to put yourself in the customer's shoes and understand the customer's mentality and emotions. If we think more from the customer's point of view, there will be infinite communication between ourselves and our customers, and the problems will become easier to deal with.

With the advent of Internet commercial times, all walks of life will not ignore this most important marketing channel in 2 1 century, and the securities industry is no exception. The increase in the proportion of online transactions in statistical reports is the best evidence. However, online commerce has its advantages and problems to be solved, and the most important thing is how to provide the most "humanized" service in online commercial times, so as to truly grasp the hearts of all customers and become the winner of online commerce.