高效跟进客户必备技能
Skill of following upcustomer
1.理解客户需求，明确客户的利益关注点
Knowcustomer's needs and his point of benefit
我们要从客户的利益点出发，给客户提供有价值的服务，而不仅仅是针对已发生的问题来解决和跟进。
Weshould start from customer's interest and provide valuable service but not only solve problems and follow up.
2.虚心和耐心地接受客户的反馈，与客户建立诚挚关系
Acceptfeedback with patience to build a sincere relationship
客户在使用我们的网站或者服务或者产品的过程中，可能会产生一些产品质量不好或者网站有问题等抱怨，希望我们在某些细节上能够得到改进或者提供更专业的服务，这时客户就会通过邮件给予我们反馈。面对这些邮件，我们要虚心和耐心地接受客户的反馈，并向客户报告这些反馈的处理情况，通过这种方式有利于增进我们和客户的良好关系。
Customersmay complain about products quality or website problems when using our goods or websites.They would send feedback by mail to demand better or more professional servicein details. When facing these mails, we shouldaccept them with patience and modesty as well as informingcustomers the handling situation through which is good for enhancingrelationship.
我们还可以基于自身掌握的知识和客户进行真正的互动，可以给他们提供赚钱的建议和解决问题的方法，让客户感受到是和内行的专业人士在和他们沟通，和客户建立诚挚的关系。
We canalso offer suggestions on earning money and ways of solving problems based onknowledge we possessed which make customers feel thatwe are communicating with expertise in the same lineand therefore build sincere relationship.
3.把我们的团队变成客户的团队
Make ourteam customer's team
我们的团队不是什么问题都可以帮客户解决。通常解决一个问题要涉及工程师，业务员，开发人员和老板等关系。正因为如此，我们要进行2步跟进模式。
Wecan't solve all the problems for customers. It is always concerned withengineers, salesman, developer and boss. Thus, we needtwo steps to follow up.
首先在把客户反应的问题提交给相关的同事之前，我们要让客户知道，我们正在把他的问题提交给处理这个问题的专业团队处理，他们可以为客户做什么，客户需要其他什么协助等。这就可以显示我们公司是真正关心客户的每一个微小的要求，以确保委派正确的人来帮客户处理问题。在问题解决之后，我们再向客户展示我们没有推卸责任，而是采用了合理的方式来处理问题。这会让客户感受到我们是用心为客户解决问题的。
Firstly,before conveying the problems to relative college, our customer needs to knowwe are transmitting his question to a professionalteam which shows the company is caring about everylittle demand of the customers to ensure the accurate person to solve theproblem.
4.给客户提供长期解决方案
Provide long-term solution
当客户觉得2天的问题需要7天才能解决的时候，客户就会觉得很失望。尽管我们公司团队正在努力解决客户的问题，但由于沟通问题，客户可能感受不到，会认为我们忽视他的要求。
Customersfeel disappointed when they think we spend a week to solve a problem which canbe worked out within 2 days and we've overlooked theirdemands in their eyes. In spite of efforts are takento solve the problem by the team, the customers will think that we omit theirneeds because of the communication problem.
在这个时候，第一天给客户发一封简短跟进邮件，汇报解决问题的进度，让客户明白解决问题需要的更多时间和进程。第二步，在第二天和第三天，给客户发一封跟进邮件，说明你没有忘记他，让客户感受到他的价值，受到重视。这是一个增进客户关系的机会，让客户知道我们做了什么工作，在给客户解决问题，让客户感受到我们在给他辛勤工作。除非问题有重大的新进展，通常进行最初的1-2个跟进即可。
Atthis time, we would send a brief mail to follow up at the first day to informmore time and procedures are needed. During the second andthird day, send another mail to show that you haven't forgottenthem and they are valued. This is a chance to enhance relationship withcustomers by enabling them to know what we've done andefforts we've taken for solution.
