服务中的沟通，需要一点“人情味“

讲师：林瑜已加入：3691天关注：1532

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 今天营业厅的服务调研。有一个有趣的对话片段和大家分享。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 我在广电有线营业厅一圈下来，我向营业人员问一些业务问题，其中我问：“是不是我不是开户或迁移的话，是不用到你们营业厅的？”

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 营业员：“对的，不过遇到我们送您免费升级业务时你可以来哒，遇到我们免费增加您的业务时长时，您也是可以来哒。”（微笑、如与朋友聊天般轻松表达）

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 她如此轻松、亲切、不生硬，我自己都不自主地笑逐颜开。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 在其他营业厅做调研时，业务类提问我都会问类似问题，在面对我这样提问：“我是不是不用来营业厅？”

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 当然了，目前无论是三大运营商、广电系、电力还是银行，业务办理的渠道均不断扩宽、业务办理更便捷，“足不出户“几乎成为企业“服务好“的标志。故而回答，“是，是的“还是蛮有底气的哈。（我们就是这么方便！）

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> “我需不需要后面再来申请开通“”不用

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> “你们客服说，老用户可以立减200“”不知道

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 做为一个普通客户，我们会不会感觉到：生硬、机械，毫无人情味。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 再说说我今天遇到的这位营业员，她的回答反其道而行，回答我是（就是这么便捷）的同时告诉我什么时候可以来。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> “**时您可以来”和“”对的，你不用来“”前者“可以来“，后者“不用来“。在我们营业厅绞尽脑汁想如何引流，吸引年轻客户进厅的大背景下，“可以来“明显比”不用来”更妥当一些。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> “**时您可以来”和“**时你就要来”给客户的感觉完全不一样，前者的“来“非必须但是我可以（营业厅是欢迎我来的），似乎更有人情味一些；后者的“来”是规定必须遵守（不来营业厅业务就办不成），令客户产生服务不便捷的感觉。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 当前，人工智能走进我们的生活，智慧营业厅迎门纳客，智能和机器可以令客户办理、体验更便捷，更便捷所以是“智慧的“。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 但客户始终会与服务者接触，接触过程中机器不能取代的“情感“变得尤为重要。假如人如机器一般，面对客户提问，头脑迅速识别客户问题，直接给出问题答案，看似效率高，更便捷了。可是那是技术与机器就能轻而易举实现的呀。

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 落在人身上，人是*的动物呀，高级在哪里？

inkMacSystemFont,"Helvetica Neue","PingFang SC","Hiragino Sans GB","Microsoft YaHei UI","Microsoft YaHei",Arial,sans-serif; font-size: 17px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0.48px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; max-width: 677px; min-height: 17px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: justify; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px; word-wrap: break-word;> 人工智能走进我们的生活，智慧营业厅迎门纳客，智能和机器可以令客户办理、体验更便捷，更便捷所以是“智慧的“。客服人员说话间，行动中，真情实感，充满人情味，则是“人“与“机“最好的互补。你觉得呢？

林瑜

客户服务讲师

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