關(guān)于怎樣和客戶建立良好的關(guān)系方法英文
關(guān)于怎樣和客戶建立良好的關(guān)系方法英文
外貿(mào)英語(yǔ)在我們的生活中雖然不是很經(jīng)常用到，但是多積累一些英語(yǔ)詞匯總會(huì)好的，小編今天分享的是如何良好的建立客戶關(guān)系，所以大家快點(diǎn)開來記憶一下吧
Method One
方法一
1. Providing an Excellent Customer Experience
1. 提供優(yōu)質(zhì)的客戶體驗(yàn)
Keep the focus on quality. The best way to earn loyal customers and business is to offer a higher quality product or service than your competitors. Other strategies are simply there to retain customers already impressed by your product quality. Refine your offerings constantly, making sure that they are as close to perfect as possible. Focusing on quality will lead to more recommendations, repeat sales and brand loyalty than any other strategy. Accordingly, make sure to work on this aspect of customer retention first.
重視產(chǎn)品和服務(wù)質(zhì)量。贏得忠誠(chéng)的顧客和訂單的最佳方式就是提供比競(jìng)爭(zhēng)對(duì)手更加優(yōu)質(zhì)的產(chǎn)品質(zhì)量和服務(wù)。其他的策略只是幫助維持已經(jīng)被產(chǎn)品和服務(wù)吸引的現(xiàn)有客戶。要不斷改善服務(wù)，確保它們總在向完美靠近。專注于產(chǎn)品的質(zhì)量會(huì)比其他策略為你帶來更多的老客戶推薦、回購(gòu)以及品牌忠誠(chéng)度。所以，一定要在維護(hù)老客戶方面進(jìn)行努力。
2. 讓良好的客戶體驗(yàn)感持續(xù)以下。
2. Make your customer experience consistent.
Even the highest-quality service or product won't lead to high sales if only a couple of customers actually receive that level of quality. Consistency is the key to building a reputation for quality and dependability that will lead to customer loyalty. Make efforts to ensure that every point of contact with your customers, from in-store interactions to online responses, represents your brand and the level of quality you seek to provide. This also applies to products, which might require excessive testing or quality control to ensure consistency.
即使是最優(yōu)質(zhì)的服務(wù)品質(zhì)，如果僅有幾個(gè)客戶獲得了這種級(jí)別的服務(wù)品質(zhì)，也不會(huì)帶來高銷售額。始終如一的高品質(zhì)服務(wù)和產(chǎn)品是帶來良好聲譽(yù)和客戶忠誠(chéng)度的關(guān)鍵所在。不論在店內(nèi)銷售還是在線答疑，每次接觸客戶時(shí)的表現(xiàn)都代表你所追求的品牌價(jià)值和服務(wù)水準(zhǔn)。對(duì)于需要進(jìn)行大量測(cè)試或者質(zhì)量管控才能維持一貫水準(zhǔn)的產(chǎn)品來說，這點(diǎn)同樣適用。
Train your staff as intensively as is required to reach a consistent level of quality.
盡可能的去培訓(xùn)你的員工直到能夠達(dá)到保持產(chǎn)品服務(wù)質(zhì)量始終一致的水準(zhǔn)。
The cost of consistency may sometimes be high, but customers are often willing to pay more if they know they're getting a great product.
維持產(chǎn)品質(zhì)量的高水平，可能會(huì)造成較大的成本，但是當(dāng)客戶知道他們獲得的是優(yōu)秀的產(chǎn)品和服務(wù)時(shí)，他們情愿支付更高的費(fèi)用。
3. Provide great customer service.
3. 提供優(yōu)質(zhì)的客戶服務(wù)。
In addition to providing great service before the customer makes a purchase, you must also provide great support after it. Bad support can lose you customers and create bad press for your business. To avoid this, make sure to provide truly helpful, personalized support to customers. Doing so usually involves having actual support staff on hand (or outsourced to a customer service firm) that can provide live support over the phone or online.
除了在客戶購(gòu)買之前為他們提供優(yōu)質(zhì)的服務(wù)之外，還要在他們購(gòu)買之后提供良好的售后服務(wù)。不良的售后服務(wù)會(huì)讓你失去客戶并對(duì)生意造成較壞的影響。為了避免這種情況發(fā)生，一定要確保為客戶提供真正有價(jià)值的個(gè)性化的支持。要做到這些通常意味著要招聘真正專職做售后的員工(或者外包給一些客戶服務(wù)公司)，這些員工可以為顧客提供電話或網(wǎng)絡(luò)在線支持。
Allow for feedback on customer service so that you can make improvements where necessary.
允許顧客就售后服務(wù)提供反饋意見，這樣就能夠在必要的時(shí)候幫助改善自己的服務(wù)。
4. Show honesty.
4.講究誠(chéng)信。
Customers never want to feel as though they've been cheated or swindled. Keep your policies honest and simple to avoid confusion. For example, be clear about return policies to prevent angry rants about refunds. Neither your marketing materials nor your employees should make any false promises about your product or service. When needed, accept responsibility for a failure or misstep. Showing honesty over time and throughout your organization can help build customer trust.
顧客永遠(yuǎn)也不希望感覺自己上當(dāng)受騙。讓你的政策要講究誠(chéng)信和簡(jiǎn)單的原則來避免顧客不必要的困惑，比如要明確退換貨政策，避免不必要的爭(zhēng)吵。不論是產(chǎn)品推廣資料還是公司員工都不能向客戶做關(guān)于產(chǎn)品和服務(wù)的不真實(shí)承諾。萬(wàn)一不幸發(fā)生這樣的事，一定要敢于承擔(dān)自己的錯(cuò)誤和失誤造成的責(zé)任。長(zhǎng)期并且貫穿整個(gè)公司的誠(chéng)信原則能夠幫助你建立客戶信任度。
5.Keep track of tasks and appointments.
5. 跟蹤記錄業(yè)務(wù)情況和客戶預(yù)約信息。
A task management system is another useful tool for nurturing relationships. Having an online list of tasks to complete for each customer helps you meet their expectations and prevents you from missing important deadlines. When your box of candles arrives at their store on the exact day requested, you’ve created a “moment of magic” for that customer. The same goes for meetings: a task manager can remind you of meetings to ensure that you won’t miss any appointments, which would damage your credibility.
任務(wù)管理系統(tǒng)是另一個(gè)能夠幫助你培養(yǎng)客戶關(guān)系的有利工具。為每個(gè)客戶制作一份在線業(yè)務(wù)清單能夠幫助你達(dá)到客戶預(yù)期并防止錯(cuò)過重要的截止日期。當(dāng)你的盒裝蠟燭在指定的準(zhǔn)確日期到達(dá)客戶的店面時(shí)你已經(jīng)為客戶創(chuàng)造了一個(gè)神奇時(shí)刻。業(yè)務(wù)清單同樣適用于會(huì)議: 任務(wù)管理器會(huì)提醒你會(huì)議時(shí)間來確保不錯(cuò)過任何預(yù)約，錯(cuò)過預(yù)約會(huì)讓你的誠(chéng)信度遭到破壞。
Stay organized with your project or customer information too. You don't want to lose points because you lost track of crucial order or contact information.
清晰了解公司項(xiàng)目和客戶信息。你不想因?yàn)檎也坏街匾目蛻粲唵涡畔⒒蛘呗?lián)系方式而失分。
Method Two
方法二
Staying In Contact With Customers
保持客戶聯(lián)絡(luò)。
1. Stay in communication.
1. 保持溝通。
Regular communication is crucial to developing any relationship, whether business or personal. But how do you know when to follow-up by phone, email, or in person? And how often? A customer relationship management (CRM) program can show you at a glance how long it has been since your last interaction with a client. That way, you’ll know if it’s time to reach out to them again. Proactive communication tells the customer that you are genuinely interested in his or her business; it also shows that you are on top of your game.
定期的溝通，對(duì)于發(fā)展任何關(guān)系來說都是至關(guān)重要的，無論工作關(guān)系還是私人關(guān)系。但是怎么才能知道什么時(shí)間適合通過電話、郵件或者親自和客戶聯(lián)絡(luò)呢?多久聯(lián)絡(luò)一次呢?客戶關(guān)系管理系統(tǒng)能夠讓你一眼看出距離和客戶上次聯(lián)系的時(shí)間已經(jīng)多久了。這樣的話你就會(huì)知道是否應(yīng)該再次去聯(lián)系他們。積極主動(dòng)地與客戶溝通能夠讓客戶體會(huì)到你真的非常重視與他的合作，也表明一切盡在你的掌控之中。
2. Impress with attention to detail.
2. 通過細(xì)節(jié)加深客戶對(duì)公司的印象。
Keeping notes on each interaction you have with your customers pays off in spades. Knowing what you last discussed, what they recently ordered, or their general preferences (before each new phone call, email, or meeting) lets you wow your customer with how well-informed you are. Customers will notice and appreciate your professionalism.
充分記錄和客戶的每一次互動(dòng)能夠?yàn)槟銕碡S厚的回報(bào)。每一次電話、郵件或者當(dāng)面溝通之前先了解清楚你們上一次的談話內(nèi)容、客戶上次的訂貨清單以及他們的偏好，這些能夠讓客戶對(duì)你的專業(yè)度感到吃驚?？蛻魰?huì)留意到并且欣賞你的專業(yè)度。
Attention to detail can also be expressed in hand-made details, like careful product packaging or personally-crafted instructions, for example.
對(duì)細(xì)節(jié)的重視也可以通過一些手制的物品來表達(dá)，比如精心包裝的產(chǎn)品或者親手制作的客戶注意事項(xiàng)卡。
Providing excellent attention to detail is one way to create reciprocity in your interactions with customers. Customers will see the care that went into your communication or product and feel obligated to leave a good review or tell their friends about it.
對(duì)細(xì)節(jié)的關(guān)注是創(chuàng)造與客戶之間互惠互利的一種方式?？蛻魪哪愕臏贤ê彤a(chǎn)品中能夠感覺到你的誠(chéng)意并感覺自己有責(zé)任為你樹立好的口碑并將之推薦給朋友。
3. 個(gè)性化的溝通。
3. Personalize communication.
Another way to make customers feel important is to reference things they’ve said or requested in the past. Periodically reviewing your correspondence will remind you of specific details that they’ve mentioned (whether business-related or not). The more you personalize the business you do with each client, the more loyal clients will become. It could be something as simple as their love of mocha frappuccinos, their birthday, or another personal detail that you remember that makes you outshine your competition.
另一種讓客戶感覺到自己受重視的方式就是參考他們以前說過的話或者提過的要求。定期的瀏覽一下雙方的溝通記錄能夠讓你關(guān)注一些他們?cè)?jīng)提到過的特別的細(xì)節(jié)(無論工作關(guān)系還是其他關(guān)系都是如此)。越是為客戶提供個(gè)性化的服務(wù)，顧客忠誠(chéng)度越高。這可以很簡(jiǎn)單，簡(jiǎn)單到他們喜愛的抹茶法布奇諾、他們的生日、或者一些其他私人化的信息，記住了這些細(xì)節(jié)性的東西能夠幫助你在其他的競(jìng)爭(zhēng)對(duì)手中脫穎而出。
Even the smallest personal touch, like offering mints to restaurant customers at the end of a meal, can make a huge difference in customer satisfaction.
即使是最小的個(gè)性化服務(wù)，比如餐廳在客人用餐之后為他們提供薄荷糖，也能夠讓你的客戶滿意度驟升。
Make your appreciation known.
讓客戶知道你對(duì)他們的感恩。
Everyone loves to hear “thank you,” so why not have a customer appreciation event to make your company stand out. Invite your best customers over for coffee and pastries, or throw a big BBQ. Doing so gives you a chance to show your appreciation, and will further cement your relationship with your customers.
每個(gè)人都喜歡聽謝謝，所以為什么不做一場(chǎng)客戶答謝活動(dòng)來讓你的公司脫穎而出呢，邀請(qǐng)你最好的顧客來喝咖啡、參加party或者辦一場(chǎng)燒烤活動(dòng)。這么做能夠給你一個(gè)機(jī)會(huì)來表達(dá)對(duì)客戶的感謝，并且能夠進(jìn)一步加深與客戶的關(guān)系。
Method Three
方法三
Building Customer Relationships.
建立客戶關(guān)系。
1. Create a loyalty program.
1 . 制定一項(xiàng)忠誠(chéng)度計(jì)劃。
Everyone likes feeling important, so try making a loyalty or VIP program for your best customers. For example, you can offer a discount on purchases, faster shipping, or a free item after a certain number of similar purchases to customers with a special card. Refer to these customers as "VIPs" or "members" to increase their mental connection to your business. You might also include these members in special events like private sales or customer celebrations.
每個(gè)人都希望自己受到重視，所以試著為你最忠誠(chéng)的客戶提供一份忠誠(chéng)度或者VIP計(jì)劃。例如你可以在客戶進(jìn)行了幾次類似的采購(gòu)之后向他們提供一張會(huì)員卡來授予他們折扣、更快的送貨服務(wù)或者免費(fèi)的禮品。把這些客戶納為VIP或者會(huì)員來增加他們心理上對(duì)你公司的忠誠(chéng)度。在公司做活動(dòng)的時(shí)候也可以考慮到這些會(huì)員，比如私人促銷或者顧客慶?；顒?dòng)。
2. Educate your customers.
2. 教育你的顧客。
Education is the key to selling and can be a creative way to deepen relationships with customers. Think about what knowledge you have that your clients may appreciate. If you carve fishing lures, would your store-owning customers be interested in attending a lure-making demonstration? If you know a lot about local plants, would your landscaping customers be interested in following you on a tour of local plants at a nursery or garden? Try putting on your own mini-seminar.
教育對(duì)銷售而言至關(guān)重要，而且是加深你與客戶關(guān)系的一個(gè)創(chuàng)造性方式。仔細(xì)想想哪些知識(shí)是你擁有而客戶也想知道的東西。如果你會(huì)雕刻魚餌，那么你那些擁有店鋪的顧客會(huì)不會(huì)對(duì)參加一場(chǎng)魚餌制作展示活動(dòng)感興趣。如果你非常了解本地的植物，那么那些從事旅游業(yè)的客戶會(huì)不會(huì)有興趣跟隨你來一場(chǎng)本地溫室或者公園的植物之旅。試著舉辦你自己的小型研討會(huì)。
Work to become a trusted source of information for your customers. Make sure to keep them up on the newest products or technologies in your industry.
努力成為客戶的一個(gè)有效信息來源渠道。確保讓客戶了解你們行業(yè)最新的產(chǎn)品或者科技。
3. Accept feedback.
3. 接受客戶反饋。
Customer feedback is key to avoiding losing customers and gives you an opportunity to improve your service and products. Start by asking your employees to report any frequent feedback they receive from customers. Separate this feedback into problems and then work to resolve them. Track feedback for these problems again to see if your solutions are working.
客戶反饋是避免客戶流失以及提高服務(wù)和產(chǎn)品質(zhì)量的機(jī)會(huì)。從詢問你的員工他們所得的客戶反饋開始著手。把這些反饋歸納為亟待解決的問題然后想辦法解決它們。繼續(xù)跟蹤客戶對(duì)于解決方案的反饋來了解是否你的解決方案有效。
Additionally, ask customers to complete a short survey after a purchase. This can allow them to give suggestions or rate the different aspects of your business.
除此之外，還可以讓客戶在訂貨之后填寫一些簡(jiǎn)短的調(diào)查問卷。這些能夠?yàn)樗麄兲峁┮粋€(gè)反饋意見的渠道以及對(duì)公司各方面情況做一個(gè)評(píng)估。
You can then use this information to improve your operations.
你也可以通過這些信息來改善經(jīng)營(yíng)。
4. Interact with customers online.
4. 在線與客戶進(jìn)行互動(dòng)。
Create accounts for your business on social media platforms like Facebook, LinkedIn, Twitter, and Instagram if you have not done so already. Fill in each profile with all of the important information about your business such as your location, hours and primary offerings. Link to these profiles in communications and on your website. Then use the profiles to post content relevant to your customers and interact with them by responding to comments and complaints.
如果你還沒有這么做的話，建議在一些社交媒體平臺(tái)建立公司賬號(hào)，例如 facebook, LinkedIn, Twitter 和 Instagram。填寫關(guān)于公司的所有重要相關(guān)信息，例如公司地址、營(yíng)業(yè)時(shí)間和一些重要的產(chǎn)品服務(wù)信息。與客戶溝通的時(shí)候?qū)⑦@些社交媒體的鏈接發(fā)給他們，并將鏈接發(fā)布到公司網(wǎng)站。用這些社交媒體來發(fā)布一些與客戶相關(guān)的內(nèi)容，并且通過對(duì)客戶評(píng)論的回復(fù)和對(duì)投訴的反饋來與客戶互動(dòng)。
If you don't know what type of content to post on your pages, try detailing a new offering of yours, posting a positive review of your business or product, or linking to key industry news.
如果你不知道要發(fā)布什么內(nèi)容在主頁(yè)上，可以試著去描述公司提供的新產(chǎn)品或服務(wù)。發(fā)布一些關(guān)于產(chǎn)品和服務(wù)的正面積極的評(píng)價(jià)或者鏈接到一些重要的行業(yè)新聞。
You can also include customers in your content, like by reposting customer-submitted pictures of your product in use, for example.
你也可以在發(fā)布內(nèi)容里面加入一些客戶相關(guān)的內(nèi)容，例如轉(zhuǎn)發(fā)客戶上傳的產(chǎn)品照片。
5. Send special deals to existing customers.
5. 為現(xiàn)有客戶提供優(yōu)惠活動(dòng)信息。
Send customers on your email list a coupon for a discount or a free trial of your product or service. This will allow your customers to experience other offerings that they didn't try the first time. This is also effective for new services or products as a way to build interest in them. You may need to offer the new product or service for free or at a reduced cost, but hopefully the customers will like the offering enough to keep using it at the regular rate and recommend it to their friends.
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