[China Glass Network] is a training course for customers in the "Service Excellence Service", which talks about the feedback skills of service personnel on customer issues. I applied NLP's five communication skills to the service of the store service and found these skills. It is suitable for each store service staff to practice and quickly improve their communication level. These five skills are now sorted out and shared with more customer service personnel.
(A: refers to the store service staff; B: refers to the customer)
I. Retelling
Application points: Repeat the important words in the other party's speech, plus the opening remarks (such as: "You mean..." "You just said...")
B: I want to buy a mobile phone with more features and stylish appearance?
A: Miss, you mean that you want to buy a mobile phone with a lot of features and looks good, right? What features do you care about?
B: There are more music and more games.
A: Miss, you want to buy a mobile phone with more music and games features, right? How about looking at this?
(Retelling the customer's words can give the customer a sense of being respected, indicating that the service staff is listening carefully to the customer's speech, and can also provide more time for the service staff's response, without the difference in understanding.)
Second, emotional response
Application points: Add the feelings of the other party to your own feelings, and feel that sharing is a person's acceptance of another person's expression B (anger): I have to complain, the hot days, I am running again, your shopping mall What happened? I said that I installed air conditioning for me yesterday. How come I haven’t sent it to me yet? Also let no one live.
A: This gentleman, I am really sorry, sorry. I understand your current mood very well. Whoever happens to this kind of thing will get angry. You wait a moment, I will help you deal with it right away, to see which part of the problem has gone wrong.
Third, fake
Application points: Turn the words you want to translate into another person's story (eg, "have a friend..." "I heard that there is a person...")
B: Your pre-existing activities are deceptive. I don't believe that when I wait for the eleventh, I will come to you to buy electricity. You will not give me the pre-existing discount.
A: This gentleman, you are right. Many people have your own thoughts. At the time of May 1st, there was a Mr. Li. He also believed that the pre-existing offers could be available at any time, and the result was missed the time of pre-existing. You know that when the May 1st business is too good, we can't satisfy the order of the pre-existing customer. After all, this kind of preferential strength is jointly carried out by the merchants and the manufacturers. As a result, he did not get the discount and regretted it.
Fourth, first with the back
Application points: first attach the other party's point of view, then lead him to the direction you want to go, ask for the same B to want a white mobile phone, but it happens that A does not have this color machine, so A intends to push the silver Mobile B: I want a white one, do you have the goods?
A: Miss, look at it, you definitely like the color is a bit more refreshing, so it matches your temperament.
In fact, as long as the light-colored mobile phone, I personally feel that it is more suitable for you.
B: Yes, I am a person who likes to refresh.
A: Miss, in fact, you can try to use silver, which is light-colored like white, and it is more fashionable. What do you think?
B: Well, give me a look.
Five, metaphor
Application points: Borrow a completely different background and role to implicitly suggest something you want to express.
B: Miss, I recommend you this refrigerator, I am very satisfied, but it looks too simple.
A: Yes, this gentleman, this refrigerator looks a bit simpler at first glance. Can you think about it, people like you wear more suits or more casual clothes, then this refrigerator is a suit in the clothing, is a formal product, simple but very angry, how many years you will not be outdated, what do you think?
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