I'm the Customer. 46. I have lots of money and I'm going to spend it. Take care of me and I'll take care of you. I'll encourage my friends to come to see you. I'll come back when I need more of what you sell. All you've got to do is to satisfy me. Do you think I'm demanding too much? Hey, all I want is people to:
Greet me and make me feel comfortable.
Value me and let me know they think I'm important.
Ask how they can help me.
Listen to me and understand my needs.
Help me get what I want or solve my problem.
Invite me back and let me know I'm welcome anytime.
Most of us form quick first impressions. 47. We often decide whether we like people, want to do business with them, in the first few seconds, whether in face-to-face contact or over the telephone. Someone once told me people form 11 impressions of us in the first seven seconds of contact.
Not long ago, I needed new business telephone lines and numbers. 48. I called and was greeted by one of the friendliest voices I'd ever heard. Immediately. I felt comfortable. The person thanked me and put me completely at ease. Her greeting was most effective.
Yours can be, too. All you have to do is to be aware of the importance of greeting people and then learn some simple techniques:
Thank customers for coming in, contacting you, or seeing you. This is not what a new receptionist did the last time I went into the dental office. I walked in and stood at the counter for at least a minute. She knew I was there, but she didn't acknowledge me. Finally she looked up, showed no reaction-no smile, no warmth-and said, "Sign in!" Her inattentiveness left me feeling less than thrilled about being there.
Tune the world out then in. 49. Another technique is to tune the world out and customers in. How often do you talk to yourself when you should be focusing on your customers? It's easy to do this and it can be damaging to customer relations.
"Let Me Know I'm Important!"
Good customer service isn't just painting a smile on your face and performing certain actions. People quickly see through thinly veiled attempts at niceness.
Think:
"You're the customer—you pay my salary!”
"There's something about you I like!"
"You make my job possible!"
50. Once you have these values, you will see your job differently. Most people who work with people don't really know what business they're in. Most think they're in business to deliver products or services. They don't know they're in business to give benefits to people.
Many in retailing, telemarketing, medical offices, or other places where people spend money, don't know how to identify the real needs customers have.
51. How do you go about identifying people's needs? First, understand people's needs aren't for the product or service, but for what that will do for them. Customers don't buy cars to have a vehicle to drive. They do it so they can keep up with the Joneses, get good gas mileage, or save money.
【正确答案】：46.我有很多钱，我要花掉这些钱。照顾好我，我也会照顾好你。我会鼓励朋友们来你这里买东西。当我想买更多东西时，也还会再来。
47.在我们与他人接触时，无论是面对面还是通过电话联系，在最初的几秒内我们通常就会决定是否喜欢他们，是否想与他们做生意。有人曾经告诉我，在与我们接触的前7秒内，人们即会形成对我们的11个印象。
48.我打电话联系，电话里的声音是我听到过最友好的声音之一。我立刻感到很舒服。那个人感谢了我，使我感到很自在。她的问候方式极为有效。
49.另一个技巧就是抛开世界上的一切，聆听顾客的声音。有多少次你在本该关注顾客的时候却想着自己的事情？这样的事很容易发生，并且会损害客户关系。
50.一旦你具有了这些价值观，便会对自己的工作另眼相看。大多数从事与人打交道的工作的人并不真正了解他们的职责所在。多数人认为他们的职责就是交付产品或服务。
51.你如何识别人们的需求呢？首先，要知道人们需要的并不是产品或服务，而是这些能为他们做什么。顾客买车不仅仅是为了有车可开。他们这样做是为了能与人攀比，是为了获得低油耗，或者是为了省钱。
