We often get calls from others, many of which are customer service calls. Do you know the etiquette of telephone customer service? The following is
We often get calls from others, many of which are customer service calls. Do you know the etiquette of telephone customer service? The following is for everyone, I hope to help everyone!
Important first sound
When we call a company, if we get through, we can hear the friendly and beautiful greetings from the other party, and we will be very happy, so that the dialogue between the two sides can go smoothly and we have a good impression on the company. As long as you pay a little attention to your behavior on the phone, you will leave a completely different impression on the other party. Similarly, "Hello, this is XX Company". But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on their own unit. Therefore, remember to have the consciousness of "I represent the image of the unit" when answering the phone.
Second, we should have a happy mood.
Keep a good mood when making a phone call, so that even if the other party can't see you, it will be infected by you from a cheerful tone and leave an excellent impression on the other party. Because facial expressions will affect the change of voice, even on the phone, we should respond with the mentality of "the other person looks at me".
Correct posture and clear voice
Never smoke, drink tea or eat snacks during the phone call, even if the other party is lazy, you can "listen". If you bend over and sit in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; If you sit up straight and keep your body straight, your voice will be sweet and full of energy. So when you make a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible.
Wen Ya's voice should be polite and expressed in earnest. Keep a proper distance between your mouth and the microphone, and control the volume appropriately to avoid being unclear and misunderstanding. Or because of the loud voice, people misunderstand it as domineering.
Answer quickly and accurately
Modern workers are busy with work, and there are often two or three telephones on their desks. When they hear the phone, they should pick up the receiver accurately and quickly, and give priority to long-distance calls, preferably within three times. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other person waiting, the other person will be impatient while waiting, and your company will leave a bad impression on him. Even if the phone is far away from us and there is no one nearby after hearing it, pick up the receiver as soon as possible. This attitude should be shared by everyone, and this habit should be cultivated by every office worker. If the phone rings five times before picking up the receiver, you should apologize to the other party first. If the phone rings for a long time and only answers "hello", the other party will be very dissatisfied and will leave a bad impression on the other party.
5. Carefully and clearly record.
Keep in mind 5WIH skills at all times. The so-called 5W 1H refers to when, who, who, where, what, why and how. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depend on 5WIH skills.
Effective telephone communication
Almost all calls made during office hours are related to work. Every phone call in the company is very important and should not be perfunctory. Even if the person you are looking for is not here, don't reply rudely: "He is not here", that is, end the call. When answering the phone, you should also try to find out the reason to avoid making mistakes. When the other party inquires about the telephone numbers of other units in this department, it should immediately verify and inform them, and can't say that they don't know.
We must first confirm the identity of the other party and understand the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so as not to delay things and win the favor of the other party.
Patiently listen to each other's questions; When expressing opinions, let him speak freely and don't interrupt unless absolutely necessary. During this period, you can ask questions and discuss each other's needs and problems. Paying attention to listening and understanding, having empathy and establishing affinity are the keys to effective telephone communication.
When you receive a phone call of reproach or criticism, you should explain it gently, express your apologies or thanks, and don't argue with the speaker.
Attention should be paid to the correctness of telephone conversation, and the matters should be explained completely to increase the recognition of the other party, and perfunctory things are not allowed.
If you need to find information or contact the case alone, you should first estimate the possible time. If consultation or inquiry takes a long time, it is best not to keep the other party waiting for a long time. Instead, reply separately and reply as soon as possible. When you call for a book list, you should record it immediately, grasp the timeliness and send it as soon as possible.
Politeness before hanging up.
When you want to end a telephone conversation, it should generally be put forward by the caller, and then politely say goodbye to the other party. There should be a clear conclusion, say "thank you" and "goodbye", and then hang up the phone gently. Don't just end the call yourself.
Telephone is equally important. The conciseness and completeness of telephone records depend on 5WIH skills.
Effective telephone communication
Almost all calls made during office hours are related to work. Every phone call in the company is very important and should not be perfunctory. Even if the person you are looking for is not here, don't reply rudely: "He is not here", that is, end the call. When answering the phone, you should also try to find out the reason to avoid making mistakes. When the other party inquires about the telephone numbers of other units in this department, it should immediately verify and inform them, and can't say that they don't know.
We must first confirm the identity of the other party and understand the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so as not to delay things and win the favor of the other party.
Patiently listen to each other's questions; When expressing opinions, let him speak freely and don't interrupt unless absolutely necessary. During this period, you can ask questions and discuss each other's needs and problems. Paying attention to listening and understanding, having empathy and establishing affinity are the keys to effective telephone communication.
When you receive a phone call of reproach or criticism, you should explain it gently, express your apologies or thanks, and don't argue with the speaker.
Attention should be paid to the correctness of telephone conversation, and the matters should be explained completely to increase the recognition of the other party, and perfunctory things are not allowed.
If you need to find information or contact the case alone, you should first estimate the possible time. If consultation or inquiry takes a long time, it is best not to keep the other party waiting for a long time. Instead, reply separately and reply as soon as possible. When you call for a book list, you should record it immediately, grasp the timeliness and send it as soon as possible.
Politeness before hanging up.
When you want to end a telephone conversation, it should generally be put forward by the caller, and then politely say goodbye to the other party. There should be a clear conclusion, say "thank you" and "goodbye", and then hang up the phone gently. Don't just end the call yourself.
Language etiquette of after-sales service telephone
Pick up the phone within three rings.
Prologue: "Hello, this is the after-sales service department of Qianqigang. What can I do for you? "
Words used in the call:
Excuse me, are you a consumer or an agent or distributor?
If you don't know the identity of the customer, ask the customer to make clear the next service object.
Mr./Ms./Miss B, what's your name? If it is convenient, please leave your full name and contact number.
In the next service, if you need to reply to the customer, you need to leave a contact number during the return visit so as to contact the customer.
C If you are still dissatisfied or have something you don't understand, please call us. Thank you for purchasing Qianqigang products. Goodbye!
After handling customer complaints and consultation calls, the perfect polite closing words.
Thank you for your support and concern for Qianqi Port. Goodbye!
After handling customer suggestions, inquiries, etc., perfect the polite ending.
The marketing center is responsible for the agency/advertising business. I will give you the telephone number of our marketing center, and they will give you a satisfactory answer. The telephone number of the marketing center is 05 12-52365633.
The primary election was made by our design center. You can call 05 12-52362697 to ask what they need and communicate with them.
Your question involves a strong professionalism, and our after-sales service department can't provide you with the most comprehensive and standard answer at present. Please leave your contact information, and we will seek the support of other departments and reply to you in the shortest time.
If you can't reply immediately, leave the contact number of the other party and promise to reply to the other party as soon as possible.
Telephone etiquette of product maintenance
Phone number before repair:
Your down jacket is less damaged. I suggest you find a local clothing repair place for repair.
I'm sorry, according to your description, this down jacket is badly damaged, and even if it is repaired, the cost is relatively high. We suggest you exchange it for a new one.
Please tell me the article number, color number and size of this product. This information can be indicated on our label or certificate. If the label or certificate is lost, it can also be found on the woven label.
As your clothes have passed the warranty period, we will charge a certain fee during the maintenance period. Just a moment, please. I'll check for you. ..... The maintenance fee for this dress is XX yuan.
Sorry, the damage of your product is complicated, so I can't calculate the price on the spot. Please leave your contact number, and I will seek the support of other people and reply to you in the shortest time. Thank you for your trouble. Goodbye!
Your clothes maintenance fee is XXX yuan. Do you still agree to maintain it? Ok, please send postal savings card the maintenance fee to our company, and I will send postal savings card number and mailing address to your mobile phone later. Please keep your postal documents for our inquiry. Thank you!
Call back when you receive it:
Hello, this is the after-sales service department of Qianqigang. We have received the clothes you sent on X, and we found that the damage of the clothes is different from what you described on the phone last time. Specifically, our recalculated price is XXX yuan. Still agree to repair it?
Ok, our maintenance staff will help you repair it as soon as possible. The whole maintenance cycle takes x days. After the repair, we will send it to you by express delivery. What's your address?
Hello, this is the after-sales service of Qianqigang. The clothes you sent for repair on X have been repaired and sent here today. The address is ... The address is.
Hello, this is the after-sales service of Qianqigang. I'm sorry to bother you. Let me confirm whether you have received the clothes sent by X .. Are you satisfied with our service? What else needs to be improved?
Matters needing attention when accepting customer complaints
When accepting customer complaints, we should first think from the customer's point of view, be anxious about the customer's urgency, think about the customer's thoughts, and try our best to cover everything.
When accepting customer complaints, ask about the situation first. If it is clear that we caused it, we should take the initiative to apologize and ask the other party for understanding. We can say, "I'm sorry for the trouble. We attach great importance to your complaint. Customer satisfaction has always been our guiding principle. Please leave your contact information, and we will immediately contact the relevant departments for consultation and reply to you within XX time. "
When accepting a customer complaint, if you think the cause of the matter needs to be found out, you should say to the complainant, "I'm sorry, I have recorded your problem." Please believe that we will give you a proper solution as soon as possible. "
The service items agreed with customers should keep their promises and be completed as required.
If it cannot be completed within the agreed time limit due to special circumstances, it should apologize to the customer first, then report to the superior or relevant department immediately, and feedback the progress of solving the problem to the customer until the problem is solved.