Greetings should be as concise as possible, but show enough courtesy and goodwill. When you answer, if you just say: Hello! Or good morning/afternoon/evening. This will give customers a professional feeling, which is no different from the sound made by the machine. Greetings from China Mobile (Province A): "Good morning/good noon/good evening. What can I do for you? " Or "Hello, what can I do for you?" ; China Telecom (Province A) greetings: "Hello, what can I do for you?" ; This kind of greeting makes people feel kind and concise. However, the greeting of Unicom (a province): "Hello! China Unicom. " It can be seen that this greeting gives people the impression that the customer is looking for Unicom, the number is dialed correctly, and no other place has been dialed. Although the customer service representative will greet the customer in the next phone call, it does not give the customer a sense of intimacy. But isn't it better to design a simple and friendly greeting?
Keep a pleasant voice when you speak, and don't speak too fast.
Don't communicate with customers in a noisy background. The voice of the customer service representative should be appropriate, neither too loud nor too small. For different customers, customer service representatives should use different speech speeds to match customers. If an old customer calls, the customer service representative should slow down and communicate with the customer. For example, when the customer's background is noisy, it means that the customer may be on the street or outdoors. At this time, the customer service representative should raise the volume slightly to ensure that the customer can hear, but the pitch must be controlled not to be too high. Excessive volume may cause misunderstanding by customers. Don't lose your temper when the customer is angry (high volume), you lose your temper (high volume).
When the customer speaks, the customer service representative should respond from time to time to show politeness and convey information.
Don't not respond for a long time, so that customers think that the phone is broken or has hung up. When we call the hotline, we often encounter no sound for 2-4 seconds, which is very bad.
For example, the customer handles the new Shenzhouxing number at the agency, and the customer calls the hotline to open the caller ID. The customer service representative replied that it can only be opened for the customer after receiving the receipt. During the whole call, the customer did not respond to the customer twice, and the customer was very dissatisfied.
After understanding the needs of customers, customers showed impatience after a long period of communication because of the communication skills of customer service representatives.
Customer service representative: "The message hasn't been returned yet, so I can't open it now."
Customer: "Why? Didn't you open it with a password before? "
Customer representative: "Yes, that was before. Now this function of our system has not returned to normal, and it is impossible to turn on the caller ID for users who have not returned the bill. "
Customer: I need caller ID now. I bought this number yesterday.
Customer Representative: ... (No sound, no response for 7 seconds)
When the customer angrily said that the hotline could not be connected, the customer representative did not respond to the customer for 6 seconds, causing the customer to hang up angrily.
As can be seen from the above example, customers can't know information except voice because they can't communicate face to face in telephone communication, so they can only convey information through voice. When the customer service representative doesn't respond, the customer will feel left out and dissatisfied with the result.
Be polite when listening to customers.
Pay attention to several points when listening to customers: listen carefully, don't pretend to listen; Never interrupt the customer when it is unnecessary; Customer service representatives should not listen to customers' opinions with prejudice; Don't jump to conclusions when the customer hasn't finished or the expression is vague; Don't let yourself get into an argument with customers; Don't ask questions repeatedly about the information the customer has already said; It is impossible for all customers who call to have a good impression, so don't be too sensitive to emotional words; Don't use silence instead of listening. When the customer is talking, the customer service representative needs to respond to the customer from time to time to let the customer know that you are listening carefully.
When asking customers to repeat, be sure to use polite language.
Keep calm during the conversation. When you don't hear clearly or the customer doesn't express clearly, don't say "Ah! What? " "What did you say?" . Polite expressions should be used: "Would you please say that again?" "I'm sorry Please say it again! " . As a qualified customer service representative, we should always remember that when serving, we represent the image of the call center, company and enterprise, not the individual. Everything you say represents the service attitude of the call center, company and enterprise to customers.
6. When customers wait and come back to serve again, be sure to use polite expressions and explain the reasons to customers.
First, tell the customer "why" to wait, second, get the customer's consent with "ask" statements, and third, give the customer a time limit for waiting. For example, "Sir/Madam * *, I'd like to inquire about the specific information about your question. Please wait 1 minute? " We can play some light music while customers are waiting, but we must remember that customers are listening and waiting. The customer service representative needs to leave his seat temporarily to deal with the customer's problems. Be sure to tell the customer that you are helping him. When you come back to serve customers again, you must use polite expressions: "I'm sorry!" " Thank you for waiting ... ","Thank you for your patience ... "
7. Before saying goodbye to the customer, ask the customer's needs again and thank you.
When asking customers if they have other needs, they must be sincere and willing to help them. At this time, we must grasp the tone. When I was listening to the telephone recording, I found that the tone of many customer representatives gave me the feeling that I was impatient and eager to end the call. Although I asked the customer's other needs before ending the call according to the company's regulations, I still gave the customer a bad feeling.
Customer service representative: "Do you still need help?" (Tone is very important)
Customer: "No."
Customer service representative: "Have a nice day! Goodbye! "
Conclusion: "I wish you a happy mood! Thank you for your use, goodbye! " "I wish you a happy mood! Thank you for your use, goodbye! " At the end of the complaint call, the customer service representative said goodbye to the customer like this: "Then I won't bother you. I wish you a happy mood. Bye!" Wait, don't just say "goodbye!" The effect is much better.
When you can't solve the customer's problem once and need to follow up and give a reply again, you should apologize to the customer and tell the customer the reply time: "Sir/Madam * *, I'm sorry, please wait patiently, and we will give you a reply within three working days ...".
The use of polite expressions by customer service representatives determines whether customers accept or reject our products and services, and whether our customers feel happy determines whether our business has the ability and value to move forward. So always remember to treat guests with courtesy and express your feelings in polite language.
If it helps you, I hope it can be adopted.