In the mind of every account manager, there is an ultimate goal to be achieved, that is, to integrate into the castle in the hearts of customers and truly become their friends. But how can our account manager fit into the heart of this customer? In fact, if you want to integrate into this city, you can't get quick success and instant benefit. Only by sincerely serving customers step by step can we win the fortress in customers' hearts. Therefore, we should provide services in the following aspects: first, be friendly and impress customers. Our account managers spend most of their time in contact with customers and have the deepest communication with them; So first of all, we should use our own attitude to win the impression of our customers. In contact with customers, you should not only pay attention to your clothes to prevent customers from thinking that you are a casual person, but also pay attention to your language attitude to prevent customers from thinking that you are serious and unable to communicate openly; Also be good at using polite language, and avoid some vulgar expressions in front of customers, especially when answering or calling. Therefore, as long as we have the correct service attitude, we can win the first impression of customers and pave the way for effective service to customers. Second, do practical things with your heart and let customers feel that we are sincerely serving them. Doing practical things is the customer's praise for our ability and trust in our work. Sometimes customers will judge the account manager for his exaggeration. Therefore, we should complete each customer's work and avoid customers' denial of our ability. The so-called efforts should pay attention to several points: first, timeliness, not to delay the customer's problems for too long, so that customers lose patience; Second, clear and clear, give customers a clear answer, rather than ambiguous and ambiguous answers; The third is orderly. When you explain to customers, you should keep it in order. If you can't think of anything to say, it will only confuse customers. The fourth is continuity. The answer is to ensure continuity and not give up halfway, which will damage the interests of customers. We should do practical things with our heart, which is the basis of our service to customers and the affirmation of our ability by customers. Third, we should be good at seizing opportunities and make customers feel that we value them very much. We should learn to seize the opportunity to make customers feel that we have the intention to serve and guide them. I dug the opportunity myself, not found it. For example, not every customer is very clear about the supply strategy. At this time, we have to explain to some customers who don't understand. This is what we must do every month or week. We just need to seize the opportunity to explain, focus on some cigarettes with high profits, meet the interests of customers, and let customers feel that we are really good for them and attach great importance to them. In order to effectively serve customers with the existing conditions. Have you ever encountered a situation where a customer was irrational or angry and refused any rational and logical suggestion? Here are seven suggestions that you can make him calm down gradually and reach an agreement with you. 1, cooperation First of all, you need to find a mutually agreed point of view, such as "I have a suggestion, would you like to listen?" This is done to make him agree with your proposal, which is neutral. 3. Paper clip strategy 4. Judo Now that you know his situation, you can seize the opportunity to turn things around and take advantage of the pressure he gives you. You can say, "I'm glad you told me these questions, and I'm sure others will have the same situation as you." Now, allow me to ask a question. Do you think this kind of treatment is in your mind? "Need" is the reason behind "demand", and the reason why customers want this kind of electric drill is to punch holes in the glass; Because you have to stick the pipe out of the window and so on. You should try your best to meet the needs of customers-is there a better way to extend the pipe out of the window? Don't stop at meeting the customer's needs, give him the electric drill. We often find that the requirements put forward by customers may not meet his needs best, because we are experts and can help customers in this respect, which is also the place that best reflects our professional value. When explaining to him what you can and can't do, you should start to manage the other person's expectations. Don't just tell him what you can't do, such as "I can't do this, I can only do this." The mistake most people make is to tell each other what we can't do. This kind of mistake is like asking someone the time, and he answers you "not 1 1, nor noon." Please tell the customer directly what he wants you to do. 7. Thanking is more important than apologizing. Thank him for telling you his problems, so that you can serve him better. Thank him for pointing out your problems and helping you improve your work; Thank you for calling. You find it pleasant to communicate with him. Customer complaints often stem from our mistakes, and customer anger often stems from our indifference and prevarication. So before he calls, he will expect that this will be a difficult confrontation, and your sincere thanks far exceed his expectations, and his mood will soon calm down. Supplement: How to serve difficult customers? In most cases, customer service is the passive behavior of the dealer, that is, the dealer will respond only after the customer takes the initiative to ask for service. In fact, the information reflected by customers is often a small part of all the feelings and reflections of customers. When a complaint case appears, 10 customers may have been lost behind it. Therefore, criticizing the customers of enterprises actually shows that they will be a more loyal customer and a group that can contribute great customer value. Therefore, for such customers, dealers should cherish it. However, it is true that some customers ask sharp questions and some are demanding, but in any case, there is a famous saying of enterprises that should be listened to: customers are always right. Satisfy customers' venting. Many difficult customers will be more excited and full of resentment when expressing their dissatisfaction with the enterprise. For dealers, most of the customer service staff are young people, and they are hot-blooded and easy to form opposing emotions. However, if the customer's dissatisfaction is not vented, then the service work cannot be carried out. Letting customers vent their grievances is the first step to deal with difficult customers. This is crucial. If customers can't vent their grievances, they won't listen to the customer service staff's explanation, so that they are tit for tat. Eventually, the situation got out of control. It is an obstacle to communication between the two parties, but in fact, the key to customer service lies in communication. In practice, the customer service staff must patiently listen to the customer's complaints, don't interrupt the customer's story easily, never interrupt the customer too much, and don't criticize the customer's mistakes, but patiently encourage the customer to say all the problems. When the customer vents all his dissatisfaction, his mood will gradually calm down and he will be more rational. At this time, the explanation of the customer service staff will naturally have a certain effect, and the customer will be willing to accept the explanation and apology. Understand and sympathize with customers. Customer service personnel should put themselves in the customer's position when considering things. The customer's problem may be simple or incredible to the customer service staff. However, since the customer has raised this issue, it is bound to be very important for him and is expected to be solved. In practical work, customer service staff should actively play the role of customers and understand their feelings, so that you may find problems that you have never noticed. Most of the complaints with good customer attitude come from dissatisfaction with the products or services provided by operators. Therefore, psychologically speaking, the complaining customer will feel that the operator has wronged him. If the operator has a bad attitude in the process of handling complaints, it will make his psychological feelings and emotions worse, which will eventually seriously worsen the relationship between customers and operators and seriously reduce customer loyalty. On the other hand, if the operator is sincere and polite, the complaints and resistance of customers will be controlled, so that the complaining customers can communicate with the operator in a more rational manner. Supplement: Most of the questions raised by quick response customers are because the products or services provided by operators can't meet the requirements of customers, so the ultimate goal of customers' fierce reaction is to achieve satisfaction, not to embarrass operators. Therefore, in such a situation, operators must respond quickly and deal with it quickly. The result of this will make customers feel valued and respected, reduce customer complaints, show the sincerity of operators to solve problems, and let customers get psychological compensation. At the same time, dealing with problems quickly can avoid the negative communication of customers in time and cause greater impact. Providing compensation to surprise customers is out of dissatisfaction with the products or services provided by operators. Complaining customers often hope that the operator will make appropriate compensation, which can be material, such as replacing products, returning payment, claiming compensation, etc. It may also be spiritual compensation, such as an apology. When providing compensation, operators may wish to provide some unexpected compensation, whether spiritual or material, within a reasonable range and under affordable circumstances. In this way, for customers, his complaints have not only been solved, but also received unexpected compensation, providing customers with loyalty to operators and turning a bad thing into a good thing. As I said before, customers who come to complain are loyal customers. Even if they are not satisfied, they will not take the initiative to complain, and they will definitely become other people's customers.