Skills to deal with customers and clients

* Human behaviour

human behaviour includes all aspects of activity, whether that activity, kinetic activity, or a verbal activity, or mental activity, and that the individual in performing these activities, and in response to various stimuli, and being aware of the different attitudes.

* The basic characteristics of human behavior

1. purposeful behavior

All behavior has a purpose, the individual seeks to achieve this goal, and which defines this goal, is the physical and psychological needs of the individual.

2.-triggering behavior

No behavior without reason, and the reason may be, because of the apparent or clear, or it may be invisible and not clear.

3. multi behaviour needs

Physical needs such as food, and psychological needs such as the need for a sense of security, this one needs work continuing within the individual.

4. the mysterious behaviour

The individual mind stores attitudes since childhood, playing an important role in the difficulty of identifying multiple causes of human behavior.

5. continuous behavior

Human behavior has no beginning and end, and all behavior is part of the whole episode and continues.

6. the resulting behavior of the individual

There is a multiplex operations occur within the individual, and as a result of multiple effects.

* Human behavior motivation

Physical and psychological human needs, require satisfaction of the individual, in order that the individual behavior of target oriented to satisfy those needs.

And these needs are arranged hierarchically and are the following:

1. fulfillment

2. self esteem, and the needs of the Center

3. social needs

4. security needs

5. basic needs

* Explain the behavior of others.

1. internal psychological causes.

And are the behaviors that arise from reason, everyone has his personal attributes and feelings and abilities.

2. external causes

And are the behaviors that arise from external causes, and as a result the outer Ocean impact.

* Realistic explanation for the behavior of others

Realistic interpretation of the behaviour of others, requires sufficient information about the person, and different situations experienced by that person, and that means note individual behavior in different situations, and note the behavior of others in the same situation, so we can note the behaviour of individuals, and give more precise description and more realistic.

* Principles of communication with others

Features of human society is a society based on contact and communication, and communication since the human societies, was and still is the main nerve of the human link to his collection, and it means harmony and integration between community members.

And communication is a process of managed to create a climate of cooperation and interaction between individuals, and also the conflict between individuals in society, and provides communication to Exchange social roles, and establishing relationships between individuals.

* Elements of the communication process

1. connection environments is normal to contact occurs in a place or an ocean, and can contact occurs in a vacuum, and this place includes three dimensions, is the following:

A physical dimension: includes physical environment, such as buildings and public places.

B-psychosocial dimension: cultural habits and includes the values in society.

C-temporal dimension: communicate within a specified time.

2. the message source, the one that sent the message.

3. the person for future communication.

4. message.

5. the communication channel, and include written text, verbal communication, and the meeting through the medium of Visual communication, and email.

* Impact of contact

Contact effects vary from position to position another, and from one individual to another individual, and there are three effects of the communication process, and depending on the perceptions of the world (Kebler), is the following:

1. cognitive impact: all gain my knowledge or skill or performance, and as a result of interacting with others, or due to exposure to mass communication message.

2. emotional impact: feelings and emotions resume already generated communication.

3-motor cognitive impact: physical and verbal alghastgabh towards communication and content of messages.

* Language and verbal communication

Human features on other creatures, in the ability to find different symbols in language, in order to make a verbal communication.

* Language functions

1. emotional: language post essentially linked at source, and the passion play an important speech, and proverbs that are expressed through the sender, the sender's sender Desir overreact way.

2. rhetorical job: and is instrumental in the side's other behavior and attitudes.

3. in his introductory post: greetings and phrases of praise and Thanksgiving.

4. cognitive function: and are linked to in the exchange of knowledge between the parties.

5. language job: words and vocabulary.

6. the poetic function of discourse: aesthetic in his description, and description can be fancy or describe the beauty of the language.

* The concept of customer service and clients

And is the ability to satisfy the customer or client, through methods and administrative procedures, and which would facilitate the task of the customer or client, and giving the feature and competitiveness of the Organization, or the company submitted to this service.

* Individual differences between customers and clients, and how to deal with these differences

To see individual differences between customers and clients, is that by knowing these behaviour patterns of customers and clients.

* Customer patterns and clients

1. silent client: customer or client who doesn't speak, is a client that doesn't seem any impressions on acceptance and rejection, or altlik on any words say the sender, and must treat this client in respect and dignity, and to thank him and say goodbye, and try to lure the person to talk and explain to him about the benefits of the service provided.

2. the client or customer: a chatterbox client talker, and he's a people person, and someone who is debating and arguing, and often seem illogical to talk, and you may not agree with what he says, and might waste time in vain, and deal with it, by giving the customer a convenient time to talk, to communicate what he wants for the future, Always try to present his thoughts in another way and formula, and don't try to silence this client, and gave him thanks to his suggestions and opinions.

3. the client is the client: Rusher wants you to serve him and deliver him, as soon as possible, and it is the customer who always thought that his service is very slow, and is someone who is impatient, and someone interrupts you while you talk with him, and he's someone who changes his mind quickly, and how to deal with this type of customer, Be treated and provide service to him in as soon as possible, that this does not affect the rest of the other customers, and stay away from the details and focus on the goal that the customer wants, or client, and always try to control the talking with a client, so attracted to you.

4. the client is the client: thinker possesses qualities like calmness, solemnity, and commitment, and a lack of urgency in talk or act, and is a person who listens to you attention, and is a person who thinks examines every point or point of view, and how to deal with this kind of customers, by making sure you know what you want to give him full , And if you give him a service, make sure you're clear with features and benefits of this service, you must use data and real examples, so trying to upsell, And be sure to seriously while you talk with the kind of customers, and try to provide assistance to the customer as possible, and farewell, and assured him that you will do your best until his required service.

5. much controversy: a client is a client who likes discussion, debate and comment on every word you say, and which offers you suggestions for development work and provide service, and how to deal with him, through respect for his point of view, so don't get excited, and don't try to engage him in talk, and try to focus on providing the service it, And try to make your point, and without the customer feels that you don't agree with him.

6. the customer who claims to know everything: he's energetic and positive, and prefers to take decisions himself and without interference, and is someone is stubborn and opinionated in his mind, and is dry during the talk, and how to deal with him, be through read his thoughts, and asked his opinion on the service provided by him, and his record, and thanked him.

7. the complainer and client decides: a client that does not please him anything easily, and is someone who criticizes everything around him, and even the services provided by it, and how to deal with him, be it through, trying to soothe the client, and discover the real problem he has, and he tried to downplay his anger and his resistance, And he tried to clarify what he wants, and try to help him as you can, and gave him your services in a personal capacity, and show him that you will do your best to avoid mistakes.

8. the reluctant client: the client is reluctant to being and his behaviour, and he's not settling on one opinion, and is making himself hated, and is someone arises in speed, and how to deal with it is through, to be resolute with but respect, and provide the type of service to him, With the use of proofs and logical reasons to convince him, and try to attract his attention to subjects, and that you need to think and check, and thanked him for his attention.

9. friendly client: a person smiling and funny and easy to handle, and is someone who accepts advice and guidance, and is someone who listens to you and tries to capture the talk alone, and how to deal with it, by listening to him, and try to take advantage of his suggestions.

*******

General information

-eating fruits cherry (Cherries), can drive the cancer cells to commit suicide.

-Apples and not a substance (caffeine), is the most powerful alarm to the human body.

-Don't you get vitamin B12, which maintains healthy blood cells, nerve cells, but by bacteria and microbes.

-A cup of cold water in the morning, stimulates liver functions.

-The incidence of diabetes, due to laziness and lack of action.

-There's sugar in limes than strawberries, but you're not in it, because the amount of acid in lemon is very high.

#customers