Golden rule book
469 mots
2 pages
The essential skills being: Sympathetic Empathetic Welcoming Smiling Reactive Positive Helpful Respectful Nice Patient Dynamic Tolerant Open minded Available have: Good appearance and attitude. Regular tone of voice (most of all on the phone). The smile when you are talking on the phone because the customers will hear the difference. Knowledge – Know-how – Know-being Knowledge: you should know … The habits and customs of the various cultures. The techniques of presentation. The techniques of sale. The management of the dissatisfaction of the customer. The new products which are on the market. The price rates of the competitors. The pricing for products. The internal directives in effect. The laws and the regulations. How to deliver a customer service. Customer’s name, address and phone number in case of complaint. The date, time and the name of the employee receiving the complaint. That you have to always thank the customer for doing business. *Know-how:* you should … Recognize the key persons. Help the customer to formulate his needs exactly. Reveal the needs of the customer in terms of products and services. Reveal the points of no satisfaction of the customer. Strengthen the satisfaction of the customer. Give confidence to the customer in the taken choices. Know the language of the customer. Show an interest in the customer. Knowledge-being: Communication: You should be capable of having an attitude allowing to establish and to maintain a relation of understanding and confidence with others. You should have the sense of the listening and the dialogue and be capable of understanding indeed