医院客服咨询人员技巧（Hospital customer service consultant skills）.docVIP

医院客服咨询人员技巧（Hospital customer service consultant skills） Hospital customer service consultants occupy a very important part in the operation of the hospital. Some leaders often compare customer service consultation with hospital outpatient guidance medicine, saying that customer service consultation is a civilized window of hospital, and hospital guidance is the gate of hospital civilization. This metaphor is the same point is customer service consulting and guide medicine are in contact with the first patient, whose quality represents the image of the hospital and guide the patients, and the difference is in the business of marketing, hospital medical guide only play a guiding treatment, and customer service personnel need more than medical knowledge such as medical knowledge, psychology, marketing and so on. Therefore, the ability of customer service consultants is much better than that of hospital guidance. How can I improve the capabilities of customer service consultants? In the peer through continuous exchanges and learning, summed up good skills to share with you. Customer service staff is good and bad, but also one of his thinking skills. First, stand to deal with the problem. A good customer service personnel in the pattern of thought should be a complex role, as the stage of Sichuan Opera, conversion of multiple orientation, different roles, there are 3 main roles: his boss, patients, hospital. Many customer service consultants treat patients as patients, rather than treating patients as friends or friends, which vary greatly in location. Customer service is not preaching, it is listening; consultation is not taught, it is guide; consultation is not contrived, it is true; it is not an advisory, assist to solve; consultation is not a person in the talk, but two people in the dialogue; consultation is not a simple table tennis quiz, is not long but not the governments instructions 12345. Its a business negotiation! When your friend asks you to deal with the p