Case analysis of how bank employees do customer maintenance well

First, to do a good job in customer relationship maintenance, we first need to establish our own customer database.

The customer database can be established through the address book of the mobile phone, the EXCEL form on the computer, or the handwritten numbers on the notebook. To maintain a good customer relationship, we must first know which customers we have, and then select valuable customers from these customers. With customer information, you won't forget customers easily. At present, one of the biggest drawbacks of China Bank is that many credit card customers have set up credit cards on an employee, but the employee doesn't know him or know him. Mention this name again, it is all confused. Therefore, it is strongly recommended that every employee should know more about customers when handling credit cards for customers, and it is best to create more business opportunities. Never handle credit cards only for customers, because it is difficult to retain customers with a single product. We want our customers to find you for the first time and have the opportunity to find you for the second time. Therefore, when handling credit card and other business for customers, our employees should also pay attention to leaving your business card. Increase the value of self-marketing and build your own brand. But more importantly, remember to leave the customer's contact information and add it to your customer database.

Second, do a good job in customer relationship maintenance and pay attention to customer classification.

Classify the customers in the database according to interest, age, personality, etc. To understand the needs of these customers, but also to understand how these help us, which products and customers can use. If we only have customer information and don't understand customers, it is difficult for us to achieve accurate marketing and maximize customer value. The main significance of customer classification is to let you know your customers better and remember them more easily.

Third, to do a good job in customer relationship maintenance, we need to use "heart".

Customer relationship maintenance requires care. If you don't care and don't want to pay attention to customers, it is difficult for you to maintain customer relationships. We need to be honest with our customers, we need warm service, and we need to focus. Maintaining customer relationships is also a process of making friends. We need to communicate with customers more. If there is an opportunity, we can get together and participate in activities with our customers. If you treat others with your heart, others will treat you with their heart. Treat customers as friends, and customers will treat you as friends. If you do something with your heart, you can do it well. You have to believe that your sincerity will definitely win the recognition of others. This sincerity may be reflected in your patient answer when you call to ask your questions, or in your greeting to him in a short message, or more likely, you helped him do a business. Don't refuse customers to come to you. Only when customers find you can you show that you have the value of existence.

Fourth, to maintain customer relationship well, we need to keep pace with the times.

In customer maintenance, it is mainly to communicate with customers. In communication, we can choose many ways. For example, we can send a blessing message by SMS every holiday or customer's birthday and give sincere greetings.