职场英语培训如何正确维护客户关系

如何维护客户关系，让顾客感到自己受到了重视从而建立持久的客户关系，能为你带来丰厚的回报。让顾客满意并维持好客户基数能为将来的收入和利润提供重要的保障。口碑也是一个杀手锏，忠诚的顾客会向其他人推荐你。所以你需要通过提供优质的服务、持续的客户沟通及建立良好的客户关系来改善和维持客户关系。

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一、 提供优质的客户体验

Keep the focus on quality.The best way to earn loyal customers and business is to offer a higher quality product or service than your competitors.Other strategies are simply there to retain customers already impressed by your product quality.Refine your offerings constantly, making sure that they are as close to perfect as possible　Focusing on quality will lead to more recommendations, repeat sales and brand loyalty than any other strategy.　Accordingly, make sure to work on this aspect of customer retention first.

重视产品和服务质量。赢得忠诚的顾客和订单的最佳方式就是提供比竞争对手更加优质的产品质量和服务。其他的策略只是帮助维持已经被产品和服务吸引的现有客户。要不断改善服务，确保它们总在向完美靠近。专注于产品的质量会比其他策略为你带来更多的老客户推荐、回购以及品牌忠诚度。所以，一定要在维护老客户方面进行努力。

二、让良好的客户体验感持续

Even the highest-quality service or product won't lead to high sales if only a couple of customers actually receive that level of quality. Consistency is the key to building a reputation for quality and dependability that will lead to customer loyalty. Make efforts to ensure that every point of contact with your customers, from in-store interactions to online responses, represents your brand and the level of quality you seek to provide. This also applies to products, which might require excessive testing or quality control to ensure consistency.

即使是最优质的服务品质，如果仅有几个客户获得了这种级别的服务品质，也不会带来高销售额。始终如一的高品质服务和产品是带来良好声誉和客户忠诚度的关键所在。不论在店内销售还是在线答疑，每次接触客户时的表现都代表你所追求的品牌价值和服务水准。对于需要进行大量测试或者质量管控才能维持一贯水准的产品来说，这点同样适用。

Train your staff as intensively as is required to reach a consistent level of quality.

尽可能的去培训你的员工直到能够达到保持产品服务质量始终一致的水准。

The cost of consistency may sometimes be high, but customers are often willing to pay more if they know they're getting a great product.

维持产品质量的高水平，可能会造成较大的成本，但是当客户知道他们获得的是优秀的产品和服务时，他们情愿支付更高的费用。

三、讲究诚信

Customers never want to feel as though they've been cheated or swindled. Keep your policies honest and simple to avoid confusion. For example, be clear about return policies to prevent angry rants about refunds. Neither your marketing materials nor your employees should make any false promises about your product or service. When needed, accept responsibility for a failure or misstep. Showing honesty over time and throughout your organization can help build customer trust.

顾客永远也不希望感觉自己上当受骗。让你的政策要讲究诚信和简单的原则来避免顾客不必要的困惑，比如要明确退换货政策，避免不必要的争吵。不论是产品推广资料还是公司员工都不能向客户做关于产品和服务的不真实承诺。万一不幸发生这样的事，一定要敢于承担自己的错误和失误造成的责任。长期并且贯穿整个公司的诚信原则能够帮助你建立客户信任度。

四、 跟踪记录业务情况和客户预约信息

A task management system is another useful tool for nurturing relationships. Having an online list of tasks to complete for each customer helps you meet their expectations and prevents you from missing important deadlines. When your box of candles arrives at their store on the exact day requested, you’ve created a “moment of magic” for that customer. The same goes for meetings: a task manager can remind you of meetings to ensure that you won’t miss any appointments, which would damage your credibility.

任务管理系统是另一个能够帮助你培养客户关系的有利工具。为每个客户制作一份在线业务清单能够帮助你达到客户预期并防止错过重要的截止日期。当你的盒装蜡烛在指定的准确日期到达客户的店面时你已经为客户创造了一个神奇时刻。业务清单同样适用于会议: 任务管理器会提醒你会议时间来确保不错过任何预约，错过预约会让你的诚信度遭到破坏。

Stay organized with your project or customer information too. You don't want to lose points because you lost track of crucial order or contact information.

清晰了解公司项目和客户信息。你不想因为找不到重要的客户订单信息或者联系方式而失分。

五、提供优质的客户服务

In addition to providing great service before the customer makes a purchase, you must also provide great support after it. Bad support can lose you customers and create bad press for your business. To avoid this, make sure to provide truly helpful, personalized support to customers. Doing so usually involves having actual support staff on hand (or outsourced to a customer service firm) that can provide live support over the phone or online.

除了在客户购买之前为他们提供优质的服务之外，还要在他们购买之后提供良好的售后服务。不良的售后服务会让你失去客户并对生意造成较坏的影响。为了避免这种情况发生，一定要确保为客户提供真正有价值的个性化的支持。要做到这些通常意味着要招聘真正专职做售后的员工(或者外包给一些客户服务公司)，这些员工可以为顾客提供电话或网络在线支持。

Allow for feedback on customer service so that you can make improvements where necessary.

允许顾客就售后服务提供反馈意见，这样就能够在必要的时候帮助改善自己的服务。

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