1. When you go to the electricity, you should say "Hello!" You can't say "hello!"
2. The customer said on the phone, "Hello, Miss!" At this time, the customer service should have a corresponding response, softly responding to the customer: "Hello, sir (hello, miss)". This will let the customer know that you heard his voice.
If the customer stops at this time, the customer service can say, "What can I do for you?" Never say, "What's your problem?" Because this sentence is ambiguous. )
4. In the case of knowing the customer's name, the customer service should use the customer's last name plus "Sir/Madam" to show politeness: "Sir/Madam, what can I do for you?"
5. When the customer's voice is very low or loud, customer service: Sorry, your voice is very low, would you please speak a little louder? Or "Sorry, your phone is noisy, would you please change the direction?" If you still can't hear clearly, say, "Your phone number is still unclear." . After asking and confirming the customer's phone number, he said, "Can I call you back later?"
6. If the customer speaks too fast and the customer service can't hear you clearly, you can say: Excuse me, can you speak a little slower? I don't quite understand. Would you please repeat that? (Never say "What?" Such spoken English is extremely irregular)
7. When a customer speaks a dialect but doesn't understand it: Customer Service: "Excuse me, would you please speak Mandarin? Thank you! " When the customer continued to speak dialect instead of Mandarin, the customer service said, "Excuse me, could you please find someone who can speak Mandarin? Thank you! " .
8. When the customer speaks dialect and can understand the Mandarin of the customer service, the customer service should continue to maintain the expression of Mandarin on the basis of understanding the dialect used by the customer, and never imitate the tone and intonation of the customer.
9. When you ask a customer for any information on the phone, you must use "I'm sorry …" (this is the most basic polite language and the most basic language of all customer service). In the process of narration, you should be used instead of "you".
10. After recording any information provided by customers, customer service must repeat and verify with customers one by one. For example, after recording the customer's relevant information, you should say, "Let me check with you again, your contact information is ………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… If the record is wrong, it will bring inconvenience to other departments and avoid repeated calls from customers.
1 1. When the customer blamed the slow customer service, he said, "I'm sorry to have kept you waiting so as to ensure the accuracy of the information. I will check it for you as soon as possible, please wait a moment. "
12. When the customer wants to wait, be sure to tell the customer the reason for waiting, such as "Please wait a moment, don't hang up." You can only go with the consent of the customer, because sometimes the customer may not want the customer service to check it as soon as they hear that they have to wait. When you come back to answer the phone after checking the information, you should first say, "Sorry to have kept you waiting!" " Don't say "sir (miss), are you still there?" )
13. If you can't reply in a short time, or know in advance that it will take a long time to make an inquiry, or you can't solve the problem yourself, you must first explain the reasonable reasons for the inquiry or the temporary inability to solve it, and then tell the customer, "Sorry, I'll confirm it for you and call you back later. Is that all right? "
14. If the customer calls names, the customer service: "Would you mind your polite language?"
15. At present, there is no clear answer to the customer's question. Customer Service: We will submit your questions to the relevant departments as soon as possible and give you an answer as soon as possible. Please wait patiently, thank you!
16. When a customer complains about a customer service mistake, the customer service can say: Sorry, we are very sorry for the inconvenience caused by the mistake. Can you tell me the problem to be solved?
17. When a customer makes a suggestion, the customer service can say: Thank you for your valuable suggestion, and I will give it back to our relevant departments in time. Thank you for your support and concern for our company.
18. After explaining to the customer, if the customer still doesn't understand the customer's opinion, the customer service should patiently repeat the relevant content or explain it in more detail, actively guide the customer to further explain, and don't hang up in an impatient situation. "Sir (miss), is there anything you don't understand? You can ask me. "
19. If the customer asks the same question repeatedly, the customer service has answered it clearly, but the customer still asks it again and again. Customer service: Maybe the line is not clear, I'll repeat it for you/Maybe I didn't express it clearly, I'll explain it to you again.
20. Never laugh on the phone, which will give the customer service a feeling of laughing at him.
2 1. When answering the phone, after the customer asks a question, the customer service should take the initiative to tell the customer a series of questions involved in the question, instead of the customer asking and the customer service answering, which gives people a very unprofessional feeling.
22. Conclusion: "I wish the baby a healthy growth, goodbye!" . And hang up after the customer hangs up.