1. Greetings: "Hello, Shentong * * * Glad to serve you. What can I do for you? "
Don't say "Hey, talk!"
2. The customer greets the customer service representative: "Hello, Miss." At this time, the customer service representative should respond politely: "Hello, what can I do for you?"
You can't say, "Hey, go!"
2. When knowing the customer's name, the customer service representative should use the customer's last name plus "Sir/Madam" to keep a polite response: "Sir/Madam, what can I do for you?"
Can't be indifferent and ignore the customer's name.
3. Encounter a silent call: Customer service representative: "Hello! What can I do for you? " After a pause of 5 seconds, there was still no sound. "Hello, what can I do for you?" There was a pause for 5 seconds, and the other party didn't respond. Then he said, "Sorry, there is no sound on your phone. Would you please call again on another phone? Goodbye! " Stop for another five seconds and hang up.
Don't say, "Hey, talk to me! I'll hang up if I don't talk! "
I can't hear you clearly.
4. When you can't hear clearly (because the user uses hands-free), the customer service representative: "Sorry, your voice is too small. Would you please pick up the receiver and speak? "
Don't say "Hey, speak up!"
When the customer's voice is very low and he can't hear clearly: When the customer representative keeps the volume constant, he says, "I'm sorry! Would you please speak a little louder? " If you still can't hear clearly, the customer representative: "I'm sorry! Your phone is too low. Would you please hang up the other phone? " After about five seconds, if there is no reply, hang up again.
You can't just hang up.
6. When the phone is too noisy to hear clearly, the customer service representative said, "Sorry, your phone is too noisy to hear clearly. Would you please call again on another phone? Goodbye! " Pause for 5 seconds, then hang up.
You can't just hang up.
7. When the customer speaks dialect but the customer service representative can't understand it, the customer service representative says, "Excuse me, would you please speak Mandarin? Thank you! " When the customer continued to speak dialect instead of Mandarin, the customer service representative said, "Excuse me, would you please find someone who can speak Mandarin? Thank you! " .
You can't just hang up.
8. When the customer speaks dialect and the customer can understand the Mandarin of the customer service representative, the customer service representative should continue to maintain the expression of Mandarin on the basis of understanding the dialect used by the customer.
Unable to convert to the customer's dialect.
9. When a customer complained that the voice of the customer service representative was low or inaudible, the customer service representative said, "Excuse me, (slightly raise the volume), what can I do for you?" Or "Can you hear my voice clearly now?"
You can't just hang up.
Three. Communication content
10. When someone calls the customer service representative at work, the customer service representative says, "Sorry, the company has regulations that personal calls are not allowed during office hours. Please contact her after work. Thank you. Goodbye! " Or ask them to leave their contact number.
You can't just hang up.
1 1. If you didn't hear what the customer said clearly, ask the customer to cooperate and repeat it. The customer service representative said, "Sorry, can you repeat the problem you just reflected?"
You can't say, "Hey, what? ! What did you say? "
12. When the information provided is long and the customer needs to record the relevant content, the customer service representative said, "Would you please record it?"
Don't speak too fast without a hint.
13. The customer dialed the wrong number: customer service representative: "Sorry, this is the customer service department of Shentong Shanghai Center, please check it and dial again." (If possible, please direct the customer to call other numbers as needed. )
Don't say "Hello, wrong number! Please look carefully before dialing. "
14. When a customer wants to call other departments of the company directly, the customer service representative said, "Excuse me, can you tell me the specific situation and contact number so that I can contact you?" (In particular, it is not allowed to directly tell the customer the telephone number of the salesman. If the customer needs to contact other departments, please inform the telephone number of relevant departments or personnel as appropriate. If you can help customers solve problems, you should accept them yourself. )
Don't say, "Hey, talk to me! I'll hang up if I don't talk! "
Four. Complaints and complaints
15. When the customer complaint hotline is difficult to dial and the response is slow (including the phone rang three times before someone answered it), the customer service representative said, "Sorry, the line was busy just now and kept you waiting! What can I do for you? "
You can't say, "Hey, I can't help it. The line was busy just now! " "
16. The customer swore when he was in a fierce mood: customer service representative: "Excuse me, sir/madam, what can I do for you?" At the same time, customer service representatives should adjust their emotions and try to smooth the emotions of customers. If he can't handle it, he should report to the team leader in time.
Don't say, "Hey, watch your mouth, it's not my fault!" " "
17. When I meet a customer, I blame the customer service representative for being slow and unskilled. The customer service representative said, "I'm sorry to have kept you waiting. I will help you deal with it as soon as possible. "
You can't say, "Hey, sorry, I'm a novice!" " "
18. When the customer complained that the customer service representative had a bad attitude, the customer service representative said, "I'm sorry, because our service is not good, which has caused you trouble. Please forgive me. Can you tell me the details? " Carefully record the contents of customer complaints, and ask customers to leave their contact information for the team leader or supervisor to handle. (If the customer requests to transfer to the work number of the customer service representative who just handled this matter, "I'll transfer it for you, please wait a moment")
You can't say, "Hey, I didn't answer the phone just now!" " "
19, the customer complained that the customer service representative made a mistake: the customer service representative said, "I'm sorry to have caused you trouble. I will truthfully report your problems to the person in charge and verify them as soon as possible. Please forgive the inconvenience caused to you! " And record the customer's last name and telephone number, and repeat the complaint. If the customer still doesn't accept the apology, the customer service representative said, "Excuse me, can you leave your contact number so that our supervisor can contact you?" Inform the team leader or supervisor of this situation quickly, and the team leader or supervisor should contact the customer immediately and handle it properly.
You can't say, "Hey, it's none of my business. I don't know. Please call XXX. "
20. When encountering a customer complaint that can't be answered on the spot, the customer service representative said, "Sorry, sir/madam, thank you for your feedback. We will report it as soon as possible and give you a definite answer within 2 hours (simple complaint) /24 hours (complex complaint) ... Goodbye! "
Don't say, "I don't know, please call back in two days."
Verb (abbreviation for verb) software and hardware failure
265438+ After obtaining the customer's consent, hold down the microphone and it can operate normally. The customer service representative said, "Sorry to keep you waiting."
No, don't apologize and thank you!
22. When the equipment can't run: customer service representative: "Sorry, the line is being adjusted. Would you please call back later? " Or ask the customer to leave contact information, and contact the customer in time after the equipment is normal.
No, no apology and follow-up work!
23. When a customer asked the customer service representative that his personal information exceeded the standard of speech, the customer service representative said, "Sorry, my job number is ×××". If the customer insists, tell the customer that the company stipulates that only the job number can be notified.
Don't blame and hang up the phone!
24. When a customer made a suggestion, the customer service representative said, "Thank you, we will feed back your valuable suggestion to the relevant responsible personnel of the company in time, and thank you again for your concern and support for our work."
Thank you and praise are indispensable!
When you need to ask the customer for forgiveness, the customer service representative said, "I'm sorry, please forgive me." Or: "I'm sorry, I'm sorry."
No, don't use the tone of sorry!
26. When the customer apologized to the customer service representative, the customer service representative said, "Never mind."
You can't not respond!
27. Encountered harassing call: Customer service representative: "Sorry, your request is not within our service scope, please hang up." If the customer still does not hang up, the customer representative should report to the team leader.
Don't blame and hang up the phone!
28. When meeting a customer's goodwill appointment: customer service representative: "Thank you very much! Sorry, I can't accept it, thanks again! "
Don't blame and hang up the phone!
29. When the customer's request can't be realized: customer service representative: "Sorry, I'm afraid I can't help you!" Or "I'm sorry, this is beyond our service scope. I'm afraid I can't help you. "
You can't say, "Hey, that's impossible." Or "no, not at all!"
When the customer expresses his thanks to the customer service representative, the customer service representative must respond: "Please don't mention it" or "You're welcome". If the customer praises him further, the customer service representative: "Please don't mention it, this is what we should do or this is our job responsibility. Thank you for your support of our work. You are welcome to call again at any time. "
You can't answer from the perspective of life.
3 1. In case of customer inquiry that cannot be answered on site, the customer service representative said, "Sorry, please leave your contact number and we will contact you as soon as possible, OK?" Customer: "…". Customer Representative: "Sir/Madam: May I have your name, please?" Customer: "…". Customer representative: "Thank you for your cooperation. Goodbye! "
Don't answer casually or be self-righteous
Ending of intransitive verbs
32. After explaining to the customer, you should make sure whether it is clear to the customer: Customer service representative: "Did you understand/clarify my explanation just now?" If the customer does not fully understand, it is necessary to reinterpret what the customer does not understand until the customer understands.
Don't say, "Hey, do you understand?"
33. At the end of the call, you should ask the customer if there is any other consultation: Customer service representative: "Anything else?" After confirming that the customer had no other consultation, he said politely, "Thank you for calling. If you have any questions, please call again. Thank you. Goodbye! "
You can't say, "Hey, it's okay, please hang up."
34. When the customer still hangs up after the phone call: Customer service representative: "Is there anything else?" If the customer still doesn't respond, the customer representative says, "Sorry, I have to hang up." Then hang up after 5 seconds.
You can't just hang up.