You will need
- interest in their work, desire to study and learn new things, patience, attentiveness, listening skills, a positive attitude, any book on classical psychology (for example the book by Dale Carnegie), Handbook on business etiquette, Notepad and pen/database dictionary of the Russian language
In the relationship Manager-client, in the foreground, a clear fulfillment of the requirements of the latest. He pays the money and should get the desired result. Therefore you first must learn to navigate not only the services or products offered by your employer, but in the situation on the market. To do this, regularly check competitors ' sites, read analyst, attend industry events. Try to quickly understand the business processes in your company and be sure to find out who from colleagues can handle a particular issue. It is important to build good relationships with your colleagues that can insure you and to help: the situation may be different! Using these tips, you will build up your confidence and will be able to produce a customer experience professional you can trust. This is the base of successful communication.
It is equally important to learn to understand what the client wants to hear it. Your confidence should not turn into arrogance. In any case, there can be inattention and disregard for other people's experiences, fears, assumptions. To communicate with client needs based on its requirements and circumstances. Immediately fix in Notepad or in an electronic database all about what your customer is saying, all the information about him, his contacts. Do not be lazy to ask clarifying questions. Showing your sincere interest, you will create a comfortable for the customer the psychological atmosphere. Also, don't forget: very easy to deduce from myself asking him or confusing facts about him.
Your professionalism and interest, alas, can not guarantee the absence of conflicts. Therefore, it is important to become familiar with the scientific works on psychology. This will help to identify those who really do not need your services and products and need information or scandal. And to be able to quickly and politely say goodbye to them. You should be prepared for unwarranted reactions and learn to cope with his aggression and "extinguish" others, to resist manipulation and to correctly defend their point of view, based on the facts.
It will not hurt to read books about business etiquette and correspondence, armed with the Handbook of spelling and literary editing, a dictionary of accents. The Manager should constantly improve their cultural level, to keep track of literacy in writing and speaking, avoid words-parasites, ambiguous expressions, and, of course, profanity. Not be superfluous to familiarize with the materials about the socio-cultural and gender characteristics of people, inadvertently not to offend anyone.
Any ill-advised phrase can be used against you, become known to the public and even to bring down the market! Remember about the responsibility for every word and promise, be sure to consider all of the recommendations of lawyers.
Always thoroughly prepare for the conversation with the client, freshen in memory the data on it, create a list of questions that will be in front of your eyes. If the meeting is personal, prepare the necessary support materials for all participants.