1. Communication
a) The equal gene of communication, no stage fright, grasp an equal state and invest in communication;
b) The entirety of the communication, do not interrupt the complete expression of the customer;
c) Pay attention to listening, and then give feedback after comprehending the customer's intention. If you don't understand, you should continue to communicate until you understand and then give feedback. Giving yourself a 3-5 second gap will not have a negative effect on communication;
d) The communication can be planned (by yourself). For the communication initiated by yourself, the entire communication process can be simulated for a few minutes in advance (or even written);
e) The communication can be planned (overall), communicate with customers in advance to confirm the overall process of communication, submit communication materials in advance, etc., so that customers can feel our regularity and rigor, and also to achieve more efficient communication results;
f) The communication process can be reviewed. For communication scenarios such as training and important meetings, you can use a voice recorder (or mobile phone) to record it, so that you can review it yourself, and the problems you find are often more profound;
g) Refuse to be a speaker. When you act as an intermediary media, you need to understand and translate the feedback from customers or colleagues before conveying it to the audience;
h) "Study well" your own leaders and customers, pay attention to accumulating and summarizing the concepts and positions of leaders and customers, and reduce repetition;
i) Accumulate more "snippets", most people hope to learn something from each other in communication, and they need to accumulate more materials to benefit the audience.
j) For proactive communication, it must be dominant (the purpose is unique), strive to reach a consensus result in one communication (even if it is not completed, but also form phased results), and avoid the negative effects (disgust) caused by multiple communication.
k) Sharing by others, different communication policies should be adopted for different customers:
(1) To the taciturn person: Say as much as you need to to such a person.
(2) For people who like to show off: Such people like to listen to compliments and praises. It is enough to praise ordinary people 5 times, and they should praise them at least 10 times.
(3) To annoying people: They seem to only speak hostile words, and their only pleasure is to make fun of others, belittle others, and deny others. You cannot be humble in front of such a person, and you must give him proper affirmation on the basis of affirming your own noble dignity.
(4) For indecisive people: This kind of person has no opinion when it comes to things, and is often passive and passive.
(5) For knowledgeable people: Seize the opportunity to pay more attention to listening to the other party, so as to absorb the useful knowledge and materials. At the same time, natural and sincere praise should be given, such people are often magnanimous and wise, and it is necessary to convince them that they only need to get to the point and do not need too many words.
(6) For those who love to bargain: it is necessary to satisfy his self-esteem, and to make some appropriate small compromises verbally. For example: "I've never sold it at such a low price." Or "I can't help it, I met you, so I had to sell it at the cheapest price. This made him feel cheaper and proved his ability to bargain. He is receptive.
(7) To a slow man in Chinese style: Do not be impatient, anxious or put pressure on him. You should try to match his pace and prove and guide you down-to-earth. Slowly it will come naturally.
(8) For impatient people: First of all, be full of energy, answer each other's questions clearly, accurately and effectively. If the answer is too vague, such people may lose patience.
(9) For fickle people: This kind of person is easy to change his mind, easy to decide and easy to change.
(10) Suspicious people: This kind of person is easy to be suspicious, and it is easy to have a rebellious mentality against what others say. The key is to let him know your sincerity or let him feel that you take his questions seriously.
(11) Stupid and boring person: Even if you greet him politely, he will not react as you expect. This kind of person needs to spend time, carefully observe and pay attention to his every move, and find out what he really cares about from his words and deeds.
(12) Arrogant and unreasonable people. It's better to be less wordy with him, and keep your words as "simplistic" as possible without offending the other party.
(13) People who don’t like to talk: It’s better to take a straightforward approach and try to avoid roundabout conversations.
(14) People who hide their secrets: You should always try to spy on the other party's intelligence, expecting the other party to reveal his "true face of Mount Lu".
(15) People who make hasty decisions: Because of his "reaction" too fast, he often has delusions and misunderstandings about things. Its characteristics: I don't have the patience to listen to other people's conversations, and often make self-righteous decisions "out of context".
(16) A stubborn person: No matter what you say, he will not listen. He only insists on his own opinion and is stubborn to the end. Remember to "Just Stop"
(17) People who are slow to move; patience is most needed with such people.
(18) Selfish people: Such people have only themselves in their hearts, and put their own interests first in everything. He would never consider asking him to do something that was not beneficial to him. When you have to come into contact with him, you should temporarily suppress your disgust, and go with the flow and do what you like. When he finds that the interests he has emphasized have been affirmed, he will naturally express satisfaction. In this way, the negotiation will soon be successful.
(19) The expressionless person: This kind of person is either deep or rigid, and the best way is to pay special attention to his eyes and chin.
2. Business learning:
a) Empathy is not as unpredictable as everyone thinks. Taking the rainwater business as an example, I personally recommend choosing a rainy day to be on duty with the customer at the customer site (including the evening), and experience the customer's rush state, imprint the whole process in the mind, match the functions developed by oneself with the customer scene in the mind, and gradually have the basis for empathy in development;
b) Dare to exchange business knowledge with customers, be good at summarizing the confusion in business learning, dare to communicate with familiar customers, and learn more from customers;
c) Do more summaries, make business knowledge gradually systematized, and transfer the methods of learning technology to business learning. There are two different cognitive levels in the brain and writing.
3. Customer event handling:
a) You must be responsible. For matters within your jurisdiction, after communicating the priorities with the customer, arrange the priority of handling. It is not recommended to intersperse customer events according to your own work plan; if it involves cross-project teams and cross-departments, you should report to the customer in a timely manner. The relevant person in charge reported that for colleagues who do not contact customers, they should follow up with the responsible person (give customers a complete experience).
b) Respond quickly. For customer incidents, communicate with customers as soon as possible the urgency of the incident and formulate processing procedures. One response specification for all incidents will make our work very tiring, and it will not have too high processing efficiency. We must focus on it. , major events are given top response speed.
4. The establishment of "trust" relationship with customers at work:
a) Willing to spend time: In the process of doing projects, communicate with customers more, no matter small things or big things, you must have a beginning and an end, and gradually build up a sense of trust.
b) Willing to listen and willing to ask questions: It is the ultimate goal to be able to put questions into the hearts of customers.
c) Professional style: let the customer realize that you are the right person to deal with the problem (you can convey this appropriate information by dressing as small as possible); convey to the customer that we have the ability to deal with the problem (accumulate performance, understand customers, and be prepared Go); benefit the customer (letting the other party gain is the premise of making the other party willing to give trust);
5. Others:
a) The management of the version is strict, and the results, source code, version description, database change, API description (Sandcastle Help File Builder can be used to facilitate the generation of API description), API call examples, etc.;
b) To deal with a variety of customer groups, it is necessary to reserve various technical packages. The common ones are: reinstalling the operating system; installing various common software; dealing with conventional problems such as Android mobile phone and Apple mobile phone (tablet, computer) upgrade; various excel Operation skills and functions and even the development knowledge of vba; purchasing knowledge of mobile phones (tablets) or computers; If you encounter any problems in the process of learning Java or at work, you can come to the group to ask questions. Ali Java senior Daniel will explain the knowledge points, share knowledge, sort out and summarize many years of work experience, and lead you to a comprehensive and scientific Build your own technical system and technical awareness! JAVA learning exchange QQ group: 288351179 You can add a group to find me for a class link Note: It is free without development experience and mistakenly entered! If you like it, do not enter!