مدیریت ، اقتصاد و کامپیوتر

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مقاله انگلیسی دیگری در رابطه با بازار یابی
نویسنده : سلام دشتی - ساعت ٢:۱٧ ‎ب.ظ روز ۱۳۸٧/٢/٤
 

Learn How To Win Customer By Doing Better Customer Relationship Management 1. Smile Nothing can turn a hostile situation into position moment faster than a sincere smile. A smile that says, "I want to help you in a positive way." It communicates you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster. 2. Introduce Yourself as the Solution Creator Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility to creating a solution for them. You might say something like: "Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it." Notice I didn't say, "What’s the problem?" By using "What’s the problem?" you start the customer service situation in a negative note. The customer is thinking "You’re the problem," "This establishment is the problem," "The whole world is the problem," etc. By starting your conversation with "I am here to assist you in this situation, please tell me about it" you are setting up a "verbal agreement" in the customer’s mind to move to a solution. Note: If possible, please use the customer’s name throughout the conversation. 3. Listen Customers want tell their side of the story and feel like they are only heard but you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story with an open mind so that you can find a solution. In the above situation, the manager stood silently while my students were explaining their story. Be active in your listening and create empathy ("put yourself in the customer’s shoes") with statements such as: * "I can appreciate what you’re saying." * "I can understand how you’d feel that way." * "I can see how you’d be upset." * "It sounds as if we’ve caused you inconvenience." * "What I understand the situation to be..." Please stay away communication that alienates the customer such as: * "I don’t know why you are so upset." * "That’s the first complaint we ever got on that." * "I know how you feel." (Because you don’t) * "Boy, you’re sure mad." In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, "Would you like dessert?" The solution was not more food. Listen for the solution! 4. Be Sorry for the Right Reasons Be sincere in your concern for the customer and say sorry the correct way. Many time in the heat of the customer service situation we what to show some sign of concern so we do the following: * The first words of the interaction with the words, "I’m sorry." First, you didn’t find out any information from the customer to be sorry. * Say sorry throughout the conversation with saying what you are sorry for. When saying you are sorry, say exactly what you are sorry for. The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct say to say you are sorry is: * "I’m sorry you had to wait so long for your food." * "I’m sorry that you were treated that way." * "I’m sorry that our employee said that to you." * "I’m sorry this situation happened to you." Let the customer know exactly why you are sorry. The students thought the manager’s "sorrys" were insincere because she never mentioned why she was sorry. 5. Give Your Personal Assurance. Let the customer know you will personally create a solution for them. It could be as simple as saying, "I’m taking personal responsibility for this." 6. Ask Them What They Want One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, "What would you like you to do?" or "What would make this situation right for you?" You will be surprised that in most cases the customer will ask for less you were willing to give. 7. Use Statements of Conviction Sure the following to gain the confidence of the customer: * "We’re going to do something about that!" * "We will make a change right now!" 8. Present a Clear Plan of Action Make sure the customer knows what you are going to do to correct the situation for them. 95% of making things right for the customer is making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say: * "Please excuse me while I make a telephone call obtain the best solution for you. This will take five minutes, can you please wait?" * "Excuse me, I need to ask the person with the missing piece of information so that we can quick resolve this for you. Do you mind waiting five minutes?" Note: Make sure you get back to the time customer before the time you specified. If you promised ten minutes, get back to the customer before ten minutes. Rule of thumb, double the time it would normally that to get the information. If you know it will take ten minutes to get the answer for the customer then tell the customer you will get back to them within twenty minutes. 9. Move Quickly to the Solution If you applied steps 1-8 you are ready to give the customer the solution they wanted for a win-win situation. You can confirm this by saying the following: Source : http://www.geocities.com/customer_relationship_management//win_customer.htm