Luo Zhenyu once said in "The Story of the Wonder": "In the workplace, or contemporary society, the most important ability is the ability to express.
Harvard University conducted a survey and analysis of 10,000 personnel files. The results show that most of the problems in the workplace are related to communication. Among dismissed men and women, 82% of them are incompetent due to poor communication or mistakes.
Talking at work can not only solve most of the problems in our work, but also become the focus of the company, easily obtain various resources, and have more opportunities for promotion. People who can't speak, even if they are strong, can easily be eliminated.
Communication ability is one of the important job skills of customer service. How can customer service quickly improve their speaking level in service and become a communication expert?
3 synchronizations for effective communication
01 Emotional synchronization
"Emotional synchronization" requires the customer service to actively capture the emotional expression of the customer during communication and put himself in the customer's emotion to think. For example, when a customer feels grievance or anger, the customer service can express words such as "you must feel very angry (grief)", so that the other party can express their heartfelt emotions.
02 language synchronization
When people meet each other, there is a so-called "magnetic field". Of course, there is also a telephone magnetic field in the phone. Once the customer service and the customer's magnetic field match, the conversation is much smoother. In order to understand the telephone magnetic field of the other party, it is recommended to use a moderate volume and speed at the beginning of the conversation. After identifying the characteristics of the other party, adjust their volume and speed to make customers feel that you and him are "hanging the same."
03 Synchronization of Benefits
You stand on the other side and maximize his interests for the other side. This is called consistent interest.
Before communicating, you must first think about the other person's perspective and figure out what the other person's underlying thoughts are; then use the correct wording to put yourself and him on the front. In this way, when the customer service is in service, it is easier for the customer to say no to yes.
6 ways to communicate effectively
01 "YES" "NO" conversation method
That is, the method of affirming the other party first, and then raising the objection, should be euphemistically worded in the communication, and do not deny the other party at the beginning.
02 Change topic method
In situations that embarrass the other party, you need to change the topic naturally and decently to a new direction and find the right time.
03 Example Conversation
In communication, if you meet a customer who has questions about the solution, you can cite actual concrete examples to let the customer understand the reason why you gave such a solution, so that the customer is easier to accept.
04 "Echo" Conversation
When the customer ’s opinions on us are a little extreme, or even contrary to their own views, do n’t rush to make a statement first, repeat the main points and themes of the other person ’s conversation like “echo” to confirm whether they understand each other ’s meaning. If the customer still refutes after understanding the meaning, we do not need to argue with the customer, and try to solve the problem with the customer's thinking first.
05 "Ignore Each Other" Conversation
Ignoring is not to say that I only express my views and ignore customers, but that when we state our views, if the other party is not strong enough to question, and hesitates about the problem, you can speak yourself in one go. Claims and tell customers directly that this is the best. Avoid complications.
06 "Decision" Conversation
When you are exhausting your words and the other party is still hesitant, you may wish to let the client make a reasonable decision, and the client make a "decision". Then you can give the client a reasonable plan based on what the client wants. Suggest.
7 tips to capture customers' hearts
There is such a case in the book "Cai Kangyong's Way of Talking":
Ziyu wanted to go out on the weekends, and she said to her colleagues, "Will you help me on weekends?" Although the needs are expressed, but not considered for colleagues, it sounds selfish and may be annoying.
Therefore, a better statement should be "Will you help me on duty on the weekend? Will I help you next month?" This sentence has been added, which not only solves your own problems, but also does not make others feel that you have lost something.
Cai Kangyong said: A good way to communicate is to say what is comfortable and willing to accept.
01Emotional Stabilization Techniques: I Understand Your Feelings
For customer complaints and complaints, empathy techniques can be used to comfort customers.
For example: "I have encountered the same problem before, and I can understand your anxieties and grievances. I would do the same if you changed it. You can rest assured that I will help you solve your problem."
02 Techniques of graceful rejection: first say what you did
The customer service staff should be able to show their helplessness to the maximum, and indicate what you have done for his needs, so that customers feel that we also want to meet their needs, but they can't. For example: your problem I have helped you to deal with your needs to the maximum extent, the other is not that I will not help you .....
03Customer Inquiry and Answer Skills: Handle Now
When encountering customer inquiries, the customer service should calmly and quickly answer: "Hello, I understand your question, I will help you immediately." This will make the customer feel that you are efficient and willing to serve him. Employee. On the contrary, if we are procrastinating in solving the problem, the client will feel that you don't pay attention to his problem and it will easily make him unhappy.
When customer service encounters a problem that can be solved: first say "handle immediately", not "please wait."
04 Cleverly dodging tricks you don't know: I will consult you
The customer asks you a business-related question and you don't know how to answer it. Never say "don't know". The honest saying of “do n’t know just do n’t know” in the class of the student days is still valid, but you need to add “I will help you to consult immediately” in customer service. This method not only temporarily relieves you of the danger, but also makes customers think You are attentive in this matter.
05No trace of customer skills: I also ...
When the customer is anxious to ask you to deal with his problem first, the customer service can first say: "I am also very anxious about your problem, you can rest assured that I will help you solve it as soon as possible" This emphasizes that you understand the importance of the customer to this matter, and express Then you will proactively solve the problem.
06 Admitting mistakes without causing customer dissatisfaction tips: frankness
Mistakes are inevitable, but the way you state your mistakes can affect the way customers think about you. The stupid solution to an error is to evade responsibility, which can only expand the problem indefinitely.
Whenever this time, the customer service needs to frankly admit their mistakes and give solutions to the problems. For example: "Hello, there was a problem while processing, but I have already dealt with it for you, you can rest assured, I am sorry for the trouble you caused"
07 show compliments to others: your idea is really good
As the saying goes, “everything is worn and no one is wearing it.” In fact, from a psychological perspective, everyone expects identity. When we express our praise to customers, customers will feel recognized and valued.