如何搞好客户关系(英文版)

LAST BUT NOT LEAST…
• BE KIND, BE KIND, BE KIND!!! ALWAYS • BE SMILEY, BE SMILEY, BE SMILEY!!! ALWAYS • IF YOU ARE NOT FEELING GOOD, PLEASE TALK TO OUR HR BP • TALK TO YOUR SUPERIORS AND YOUR PARTNERS • THERE WILL BE ALWAYS SOMEONE TO SUPPORT YOU • YOU DON’T NEED TO SUFFER ALONE • KEEP YOUR MOTIVATION IN THE HIGHEST LEVEL
• MAKE CUSTOMER TRUST ON YOU (MAKE HIM UNDERSTAND THAT YOU ARE DOING YOUR BEST
• NEVER COMPLAIN ABOUT YOUR COMPANY TO THE CUSTOMER (ACTUALLY NEVER COMPLAIN TO ANYBODY)
HHeennrryy FFoorrdd
MY PERSONAL RULES ABOUT HOW TO IMPROVE THE RELATIONSHIP WITH THE CUSTOMER?
KNOW YOUR CUSTOMER
THE MORE YOU KNOW THE CUSTOMER, THE MORE YOU CONTROL THE RELATIONSHIP AND MANAGE THE NEGOTIATION
GIVE PROFIT FOR THE COMPANY!
THE PERFECT CONVERSATION WITH THE CUSTOMER HAS THE BALANCE BETWEEN THE FRIENDLY CONVERSATION AND THE TARGET ACHIEVEMENT
• PREPARE YOURSELF BEFORE THE MEETING
AVOID CONFLICTING POSITION
பைடு நூலகம்
EVERYBODY HAS ITS PERSONAL POSITION ABOUT MANY THINGS, AND MAYBE SOME OF THOSE, WE DO NOT AGREE.
EVEN IF WE DO NOT AGREE WITH THE CUSTOMER, WE HAVE TO LISTEN AND WE DON’T NEED TO REPLY ANYTHING ABOUT THAT.
• BUT PAY ATTENTION!!! DO NOT CROSS THE LIMITS! THEY ARE NOT OUR PERSONAL FRIENDS! • WE MUST KEEP THE RESPECT ALWAYS!!!
BE EMPATICAL
DEFINITION OF EMPATHY IS: • ”THE ABILITY TO IMAGINE YOURSELF IN THE OTHER PERSON'S
• CUSTOMERS PREFERS TO LISTEN TO THE TRUTH , SO THEN THEY CAN BETTER PREPARE THEIR BUSINESS
• UNCLEAR SENTENCES ARE NOT WELL RECEIVED • FALSE PROMISSES HAS TO BE EXTREMELY AVOID!!!
OTHER WARM TIPS
• BE PUNCTUAL – NEVER LEAVE YOUR CUSTOMER WAITING (BUT SOMETIMES CUSTOMER MAY DELAY, AND IT’S OK!)
• GIVE FAST REPLIES (EVEN IF YOU DON’T HAVE THE ANSWER, LET HIM KNOW THAT YOU ARE WORKING ON THAT)
• KEEP THE NUMBERS IN YOUR MIND AND AT YOUR SCREEN
ALWAYS TELL THE TRUTH! NO MATTER WHAT!
THE BITTEREST TRUTH IS ALWAYS BETTER THAN THE SWEETEST LIE
Sherrilyn Kenyon, Born of Fury
• BE QUIET IF NECESSARY
REPORT ALWAYS YOUR SUPERIOR ABOUT ANY KIND OF UNUSUAL HAPPENING.
ALWAYS FOCUS ON THE TARGET
DO NOT FORGET YOUR MAIN RESPONSIBILITY!
HOW TO BETTER MANAGE CUSTOMERS?
FIRST OF ALL, WE HAVE TO UNDERSTAND THAT NO MATTER WHERE YOU LIVE IN THE WHOLE WORLD,
THE STRONGEST RULE IS:
“The customer pays your wages”
SHOES” • “THE UNDERSTANDING OF ANOTHER PERSON'S FEELINGS,
DESIRES, IDEAS AND ACTIONS”.
• CHANGE THE SIDE AND SEAT AT CUSTOMER CHAIR. TRY TO IMAGINE HIS DOUBTS, HIS FEARS, HIS APREHENSIONS • EVEN IF CUSTOMER IS WRONG, BE PATIENT AND EXPLAIN THE SITUATION • IF CUSTOMER IS RUDE, BE CALM, BREATHE AND TRY TO UNDERSTAND THE REASON OF HIS ANGER • AS MUCH AS WE KNOW ABOUT THE CUSTOMER, WE ALWAYS HAVE CHANCES TO CONTROL THE SITUATION (KYC)
ALWAYS REPORT TO YOUR IMMEDIATE SUPERIOR WHAT HAPPENED!!! YOU DON’T NEED TO SUFFER IN SILENCE!!!
WE ARE ONE TEAM!!! WE ARE TOGETHER FOR THE GOOD AND THE WORSE!!!
CONFLICTING COMMENTS EXAMPLE ARE:
• POLITICAL POSITION • RELIGION CREED • GENDER ORIENTATION • SEXUAL ORIENTATION • UNUSUAL PERSONAL HABITS
• AVOID POLEMICAL DISCUSSION
EVEN IN THOUGH DISCUSSION, WHEN THE COMMERCIAL RELATIONSHIP IS VERY BAD, A GOOD FRIENDSHIP CAN REVERT THE WORSE SITUATION
• TRY TO KNOW MORE ABOUT CUSTOMER (THE CLIENT LOVES TO SHARE PART OF HIS PERSONAL LIFE) • WHAT’S THE STORY OF THE CUSTOMER? (THEY ARE ALWAYS PROUD TO TELL THEIR HISTORY!!!) • IS CUSTOMER MARRIED? HOW MANY CHILDREN? • WHERE DOES HE LIVE? • DOES HE LIKE FOOTBALL? WHICH CLUB HE SUPPORTS? • WHAT KIND OF HOBBIES DOES HE HAS? CARS, WINES, MUSIC, MOVIES?
• IF CUSTOMER LOOSES THE TEMPER WITH YOU • IF THE CUSTOMER BE ARROGANT WITH YOU • IF THE CUSTOMER SHOUTS WITH YOU
LET IT GO!!! YOUR EMPATHIC BEHAVIOR WILL MAKE HIM UNDERSTAND WHO’S SUPERIOR!!!
• ALWAYS SHOW A “WIN-WIN ATTITUDE” TO THE CUSTOMER
BE SUPERIOR ALWAYS! SHOW YOUR PROFESSIONAL ATTITUDE!
BE A WARRIOR!!!
If the opponent is inferior to you, why to fight? If the opponent is superior to you, why to fight? If the opponent is like you, he will understand, what you understand... Then there will be no fight!!! Honor is not pride. Honor it is real conscience of what you have.