項目五 客服技巧進階 5. The benefits of understanding your customers

跨境電商客服CustomerServiceforCBECThebenefitsofunderstandingyourcustomersAdvancedSkillsofThiscanbeforarangeofreasons,fromthesizeoftheirpurchasestotherelativeeaseofmanagingtheiraccount.Beinginapositiontofocusonyourmostvaluablecustomersmightsoundlikealuxury.Successfulbusinessesaregenerallythosethatidentifythesecustomers,buildrelationshipswiththemandworktobringinnewcustomerswithasimilarprofile.sometipsonsellingmoretothemandattractingnewhigh-valuecustomers.01

Thebenefitsofunderstandingyourcustomers02

theimportanceofLearningaboutyourcustomers03

weneedtoMakecustomerinformationavailablePART01ThebenefitsofunderstandingyourcustomersThebenefitsofunderstandingyourcustomersUnderstandingyourcustomershelpsyoutosellmore.Themoreyouknowaboutthemandtheirneeds,theeasieritistoidentifyopportunitiestosellthemnewproductsandtargetthemwithappropriateoffers.ThebenefitsofunderstandingyourcustomersProfilingexistingcustomersalsomakesiteasiertofindnewones.Youcanlookforsimilarprospects,andselltotheminasimilarway.However,youmustmakesurethatyoucomplywithdataprotectionregulationsforanypersonalinformationonexistingandpotentialcustomersthatyoucollect,keepanduse.Therearespecificrulesfore-commerce.ThebenefitsofunderstandingyourcustomersimproveefficiencyKeepingacentralrecordofcustomerdetailsandsalesreduceserrorsandspeedsuptransactions.improvecustomerserviceBetteraccesstoinformationhelpsyoudealwithcustomersmorequickly.Youcantailorproductofferingsandprovidepersonalisedtreatment.Therightinformationmakesiteasiertoidentifyandresolveanyproblems.ThebenefitsofunderstandingyourcustomersUnderstandingyourcustomershelpsyourplanning.Youcanpredictwhattheywillbuy,andestimatehowmuchstockyouneed.Linkingcustomermanagementtopurchasingcandramaticallyimproveprofitability.PART02theimportanceofLearningaboutyourcustomersTheimportanceofLearningaboutyourcustomersYourcustomersareavaluablesourceofinformation,soyoushouldaimtocollectdatathatletsyouidentifyyourcustomersandhowtheybehave.Thiswillvarydependingonyourcustomerprofile.TheimportanceofLearningaboutyourcustomersIfyouselltoindividualconsumers,youmightwanttoknowabouttheirage,gender,incomeandsoon.Forbusinesses,youmightwanttoknowwhatindustrytheyoperateinandtheirsize.TheimportanceofLearningaboutyourcustomersyouandyourproductsandservicesForexample,learnwhattheylikeanddislikeandwhytheychoosetouseyou.gettingdetailedfeedbackfromthemCompaniesthatselltoindividualconsumerssometimesusecustomersurveys.TheimportanceofLearningaboutyourcustomersIfyousellonline,youcanuseyourwebsitetocapturesomeinformationautomatically.Ofcourse,aswellascollectingtheinformation,youneedtostoreit.Themosteffectivewayistouseacentraldatabase.However,youmustmakesurethatyoucomplywithdataprotectionregulationsforanypersonalinformationonexistingandpotentialcustomersthatyoucollect,keepanduse.Therearespecificrulesfore-commerce.PART03MakecustomerinformationavailableMakecustomerinformationavailableMakingcustomerinformationavailabletoemployeescanmakethemmoreproductive.Forexample,youcouldgivesalesstaffaccesstofinancialsystemssothattheycancheckordersandpayments.Youneedtodecidewhatinformationdifferentemployeesmightneed,andhowtomakeitavailabletothem.MakecustomerinformationavailableTechnologycanhelpForexample,youcansharecorrespondenceandotherinformationonyourcomputernetwork.Usingcallerrecognition,staffcanviewanincomingcaller'sdetailsandpurchasinghistorybeforeevenansweringthephone.IntegratedITsystemshelpdifferentpartsofyourbusinesstosharewhattheyknow.MakecustomerinformationavailableIt'sagoodideatoupdaterecordsregularly,takingcaretodeleteduplicateentries.Youcouldalsoconsidergivingcustomersonlineaccess,sothattheycanupdatetheirowndetailsthemselves.It'simportantforinformationtobeaccurate.MakecustomerinformationavailableBesides,wemustensurethatanyconfidentialorimportantinformationisprotectedagainstmisuseoraccidentaldeletion.