First, information service consultant is the sublimation of traditional service, and the traditional customer service representative is just an identity, which replaces the system to report answers to customers and is more mechanized; Information service consultants refer to experts in the industry, who have richer knowledge, higher comprehensive quality and unique insights, can provide customers with more professional and valuable services, and are more personalized and flexible.
Second, information service consultants must be proficient in various businesses and system operations, which is also a necessary basic condition for each of our information service consultants. Therefore, we are required to be very familiar with various businesses, be able to answer customers' questions quickly and accurately, and provide valuable services. This is the most basic requirement.
3. In addition to the most basic business knowledge, information service consultants also need to have rich personal knowledge and unique opinions, and must break the tradition and be more distinctive, so as to provide more surprising services to customers.
Four, information service consultants must be patient. Because the customers we face are all walks of life; They have different languages, different educational levels and different expressions. Sometimes a simple question may take more than ten minutes, and customers may not understand it after repeating it several times, so if you are impatient, it will easily lead to service attitude problems.
Fifth, the requirements for service consultants are a bit high, such as: car repair, maintenance, insurance claims, three guarantees claims, as well as strong language skills and quick response. Now, with the efforts of automobile companies to improve customer satisfaction and seize market share, service consultants are undoubtedly the first pioneers.