There are telephone communication, email communication, short message service and so on. The responsibility of customer service personnel is to establish, update and maintain the information files of customers and related projects. Responsible for regular telephone tracking after the completion of the project, reminding customers to carry out follow-up work, and informing users again when the date is approaching, informing customers of the related services that our company can provide.
During the return visit, employees should be responsible for the collection, statistics and analysis of customers' opinions and needs, and feed back the opinions and needs of customers during the return visit to relevant departments or responsible persons.
Content of return visit
Employees ask customers about our company's evaluation, suggestions and opinions on products and services. Special return visits can be made in a specific period, such as festivals and store celebrations. Friendly remind customers to renew their cards or upgrade to other consumption cards, and pay attention to the fact that the return visit time should not be too long and the content should not be too much.
The return visit specification should follow one avoidance and three guarantees. In other words, in order to avoid disturbing customers when they are resting, we must ensure that 100% of customers pay a return visit. The complete record of the return visit information must be guaranteed, and the return visit must be guaranteed within three days after the customer ends the service. When you make a phone call, you can leave a good impression by using standard Mandarin and a positive and friendly voice. Express concern for users with a positive attitude. Communicate your smile through your voice, pronounce clearly in short sentences and pause between sentences.