Customer service etiquette
Question : What exactly led to Ms Zhang’s demand for rights protection?
Response:
Student 1: I think it is because of poor after-sales service.
Student 2: In my opinion, Ms Zhang had unrealistic demands and wanted to gain more benefits through public opinion.
问题： 到底是什么原因造成张女士维权呢？
回答：
学生1：我认为是因为售后服务没有做好
学生2：我认为是因为张女士提出的要求太高，想通过舆论获取更多的利益。
There was a commentary in People's Daily that once proposed conveying China's "etiquette" in global civilizational development.
人民日报曾有一篇评论提出，在全球文明发展中传递中国之“礼”
To answer Lin Huahua’s question and dealing with the above issues in a prudent manner involves the issue of customer service etiquette. This not only relates to the quality of customer service but also affects China's international image.
根据林华华的问题稳妥处理好以上问题，就涉及到客户服务礼仪的问题。这不仅关系到客户服务的质量，还关系到中国的对外形象。
In this lesson, let's learn about customer service etiquette!
本节课，就让我们学习顾客服务礼仪吧！
Since customer service is so important, we first answer the question: What is customer service? Customer service refers to offering inquiry service to customers. The quality of customer service directly influences whether the consumers will buy or not，whether the customers are satisfied or not.
To be specific, the customer service concerns getting to know customer demand, helping them to solve problems, and promoting the sales of products. It involves pre-sale inquiry, order processing, and after-sale inquiry etc.
既然客户服务如此重要，首先回答这个问题：什么是客户服务？客户服务指的是向客户提供查询服务。客户服务的质量直接影响消费者是否购买，以及客户是否满意。
更具体地说，客户服务涉及了解客户需求，帮助他们解决问题，并促进产品销售。它涉及售前查询、订单处理和售后查询等。
T: Let’s study customer service etiquette. There are four points：1. be transparent about your products and services；2.ask the customer for feedback after a resolution；3.put ourselves in customers' shoes；4.show respect to customers' own culture.
让我们来学习客户服务礼仪吧。共有四点：第一点，"对产品和服务保持透明"；第二点，在解决问题后征求客户反馈；第三点，站在客户的角度思考；第四点，尊重客户的文化。
1. Be transparent about your products and services
It means that as a customer service representative, you should provide clear and honest information about the products and services your company offers. Transparency builds trust with customers and ensures they have accurate expectations.
第一点，"对产品和服务保持透明"
这意味着作为客户服务代表，你应该提供有关公司产品和服务的清晰和诚实的信息。透明度可以建立与客户的信任，并确保他们具有准确的期望。
For example, if a customer asks about the features of a specific product, it is important to provide a thorough and accurate description, highlighting both the benefits and limitations. Avoid exaggerating or making misleading claims that may create false expectations.
例如，如果客户询问特定产品的特点，重要的是提供全面准确的描述，突出产品的优点和局限性。避免夸大或做出误导性的声明，可能会产生虚假的期望。
2. Ask the customer for feedback after a resolution
Customer feedback is a vital ingredient for the success of any business. Through feedback, you can improve the effectiveness of your products and services. The best time to ask customers for feedback is after the successful resolution of the problem.
第二点，在解决问题后征求客户反馈
客户反馈是任何业务成功的重要因素。通过反馈，你可以提高产品和服务的效果。询问客户反馈的最佳时机是在问题成功解决后。
For example, you can directly ask for feedback in the following way: Thank you for contacting us and bringing the issue to our attention. We have resolved the problem for you. Can I kindly ask for your feedback on how we handled the situation? Your feedback is valuable to us and helps us improve our service.
例如，你可以这样直接要求反馈：感谢你与我们联系并向我们反映问题。我们已为您解决了问题。您能对我们的售后处理情况进行反馈吗？您的反馈对我们很有价值，可以帮助我们改进服务。
2. Put ourselves in customers' shoes
The customer service etiquette "put ourselves in customers' shoes" means empathizing with customers and viewing situations from their perspective. Here are two examples to illustrate this point:
第三点，站在客户的角度思考
"站在客户的角度思考"这个客户服务礼仪意味着同情客户，从他们的角度看待问题。下面是举一个例子来说明这一点：
Scenario: A customer has received a defective product.
Wrong example:
Lin Huahua: It's not our fault that the product arrived defective. You should use it correctly. There's nothing we can do.
Right example:
Lin Huahua: I apologize for the inconvenience caused by the defective product. I understand your frustration. Let me assist you in resolving this issue. We will take responsibility and provide you with a replacement or refund.
在公司前台，一个客户因收到有质量问题的产品前来讨说法。
错误的例子：
林华华：产品有质量问题不是我们的错。你应该正确地使用它。我们无能为力。
正确的例子：
林华华：对于产品有质量问题造成的不便我表示道歉。我理解你的沮丧。让我协助你解决这个问题。我们将承担责任，为你提供替换或退款。
In this example, the Customer Service Representative demonstrates empathy by acknowledging the customer's frustration and taking responsibility for the defective product. They put themselves in the customer's shoes, understanding the disappointment and offering a suitable solution. By adopting this approach, the Customer Service Representative ensures a more positive customer experience and strengthens the relationship between the company and the customer.
在正确例子中，客户服务代表通过承认客户的沮丧和为有质量问题的产品承担责任来表现出同情心。他们站在客户的角度，理解他们的失望，并提供适当的解决方案。通过采取这种方法，客户服务代表确保了更积极的客户体验，并加强了公司与客户之间的关系。
4. Show respect to customers' own culture
"Showing respect to customers' own culture" means acknowledging, understanding, and appreciating the cultural backgrounds, values, beliefs, and practices of your customers. It involves treating each customer as an individual with unique cultural perspectives and adapting your approach to accommodate their cultural preferences. Here are two examples to illustrate this point:
第四点，尊重客户的文化
"尊重客户的文化"意味着认可、理解和赞赏客户的文化背景、价值观、信仰和习俗。它涉及将每个客户视为具有独特文化视角的个体，并根据他们的文化偏好调整方法。下面举一个例子来说明这一点：
Scenario: A customer has cultural preferences regarding packaging.
Wrong example:
Lin Huahua: Our standard packaging doesn't align with your cultural preferences. Sorry, we can't make any changes.
Right example:
Lin Huahua: Thank you for sharing your cultural preferences regarding packaging. We understand the importance of preserving traditions. Let me check if we have alternatives available or explore customization options to ensure your purchase aligns with your cultural preferences.
场景：在线购物平台聊天页面中显示，客户对商品的包装有文化偏好。
错误的例子：
林华华：我们的标准包装不能符合您的文化偏好。很抱歉，我们不能做出任何改变。
正确的例子：
林华华：感谢您分享关于包装的文化偏好。我们理解保护传统的重要性。让我查看是否有其他选择，或者通过定制包装以确保产品符合您的文化偏好。
In the wrong example, the approach disregards the customer's cultural traditions and fails to offer any flexibility. Conversely, in the right example, approach appreciates and respects the customer's customs, showing willingness to find a solution that aligns with their cultural preferences and enhances their satisfaction.
在错误例子中的处理方式忽视了客户的文化传统，并没有提供任何灵活性。相反，正确例子中的处理方式欣赏并尊重客户的习俗，展示出愿意找到符合他们文化偏好的解决方案，并增强他们的满意度。
By demonstrating respect for customers' own culture, customer service representatives not only foster a sense of inclusivity but also create a positive and personalized experience for customers. This approach helps build trust, loyalty, and strong customer relationships based on mutual understanding and respect.
通过展示对客户自身文化的尊重，客户服务代表不仅培养了一种包容性的意识，还为客户创造了积极和个性化的体验。这种方法有助于建立基于相互理解和尊重的信任、忠诚和牢固的客户关系。
Customer service etiquette application in different scenario
如何在不同职业场景中应用客户服务礼仪
Since we have learned customer service etiquette, let’s see how Lin Huahua put them into use in different scenario.
我们已经学习了客户服务礼仪，让我们看看林华华怎么将不同的客户服务礼仪之运用到不同职业场景中吧！
场景描述： 在商场，一个客户和林华华进行以下对话。
1. Put the customer service skill of “Be transparent about your products and services”into use in a shopping mall
1.在购物中心中运用“对产品和服务保持透明”的客户礼仪
Customer: Are there any additional costs?
Lin Huahua: No, the price you see is the final price. There are no hidden fees or taxes.
Customer: That's great to know. Thank you for being transparent about the cost.
Lin Huahua: You're welcome! We believe in providing transparent information to our customers. Let me know if you have any more questions.
顾客：是否有额外费用？
林华华：不，您看到的价格就是最终价格。没有隐藏费用或税款。
顾客：太好了，知道费用清晰透明。谢谢你们。
林华华：不客气！我们坚持向客户提供透明的信息。如果您还有其他问题，请随时告诉我。
场景描述： 在线上购物聊天页面，一个客户和林华华进行以下对话。
2. Put the customer service skill of “Ask the customer for feedback after a resolution”into use for online service
2. 在线上服务中运用“在解决问题后征求客户反馈”的客户礼仪
Lin Huahua: Since the replacement is delivered, we would appreciate it if you could provide us with your feedback on how we handled the situation. Your feedback helps us improve our services.
Customer: Absolutely, I'll be sure to provide my feedback. Thank you for your assistance.
Lin Huahua: You're welcome! We value your feedback. If you have any other questions or concerns, please don't hesitate to let us know.
林华华：因为替换品已经发货，如果您能就我们处理情况的反馈给我们，我们将不胜感激。您的反馈有助于我们改进服务。
顾客：当然，我一定会提供反馈。谢谢你的帮助。
林华华：不客气！我们重视您的反馈。如果您有其他问题或疑虑，请随时告诉我们。
场景描述： 在酒店，一个客户和林华华进行以下对话。
3. Put the customer service skill of “Put ourselves in customers' shoes”into use in the hotel
Customer: Excuse me, I'm unable to connect to the hotel's Wi-Fi. Is there something I'm doing wrong?
Lin Huahua: We’re so sorry. I apologize for the inconvenience. Let me check your device's settings and assist you in connecting to the Wi-Fi network.
(Hotel Staff puts themselves in the customer's shoes and troubleshoots the Wi-Fi connection)
3.在酒店中运用“站在客户的角度思考”的客户技巧
顾客：打扰一下，我无法连接到酒店的Wi-Fi。我做错了什么吗？
林华华：非常抱歉。对此给您带来的不便我深表歉意。让我检查一下您设备的设置，并帮助您连接到Wi-Fi网络。
（酒店工作人员设身处地地为顾客考虑，并解决Wi-Fi连接问题）
场景描述： 在公司前台，一个客户和林华华进行以下对话。
4. Put the customer service skill of “show respect to customers' own culture”into use in the company reception desk
Customer: Good evening, I have a dietary requirement due to my cultural beliefs. Is it possible to have vegan options available during my stay?
Lin Huahua: Absolutely! We understand and respect your dietary preferences based on your cultural beliefs. Our team will ensure that vegan options are available for you throughout your stay.
4.在公司接待处运用“尊重客户的文化”的客户技巧
顾客：晚上好，由于我的文化信仰，我的饮食有一些要求。在我的逗留期间是否有提供素食选项？
林华华：当然！我们了解并尊重您基于文化信仰的饮食偏好。我们的团队将确保为您提供素食选项，以满足您在逗留期间的需求。
Great customer service is all about focusing on treating customers well and exceeding their expectation.
In China, there is an ancient saying, "Treat others with respect and handle matters with kindness." This applies to customer service etiquette as well. While learning about customer service etiquette, we should also strive to be well-mannered modern university students.
Now, by following the above customer etiquette we learned today, it will be beneficial in attracting customers and building strong relationships. Have you mastered them?
总结
出色的客户服务关键在于专注于善待客户并超出他们的期望。
中国有一句古话，“以礼待人，以善处事”。这在客户服务礼仪中也是适用的。在学好客户服务礼仪知识的同时，我们还要努力成为一个有礼有节的当代大学生。好了，遵循今天学习的六个技巧将有利于吸引客户并建立牢固的关系，你掌握了吗？
