In order to effectively standardize the external etiquette of telemarketing, it is necessary to instill etiquette and norms into telemarketers. Do you know
In order to effectively standardize the external etiquette of telemarketing, it is necessary to instill etiquette and norms into telemarketers. Do you know what etiquette and norms are like? The following is for everyone, I hope to help everyone!
Etiquette of telemarketing
When the customer speaks, listen carefully and record the questions that the customer responds to. Never interrupt the customer at any time. Respond to and respect customers when listening and recording. Commonly used polite expressions include: yes, yes, good and other affirmations.
telemarketing
Polite language
1. When paying a general return visit to customers,
① Preface
"Hello, are you a couple?"
What does the customer ask "Hello! I'm the customer representative of xx Company, and I'd like to ask you to make an evaluation of our service, can you?
If the customer agrees, "What's your name?" ┉
② When the customer is unwilling to pay a return visit.
"Sorry to bother you, goodbye!"
After the customer cooperates with the return visit,
"Thank you very much for your support of our work. Thank you for your trouble! Goodbye! "
2. When responding to complaints
preface
"Hello, are you Mr. and Mrs. * *?
When contacting the complainant,
"hello! I am the customer representative of xx Company. We have carefully examined the contents of your complaint about the problem of * * *. I want to explain it to you, or: Do you want me to tell you the result of the verification? "
When the customer agrees to reply,
"Well, do you have any other questions? If so, continue processing.
If there is no "If you have any comments or suggestions, please call the customer service hotline 955 18, and we will handle it for you in time, which has caused you trouble. Thank you. Bye!
When the customer does not approve the reply,
"I'm sorry, what do you think? /We'll check it again and give you an answer as soon as possible, OK?
If the customer agrees, "we will give you an answer as soon as possible, thank you!" Goodbye! "
If the customer disagrees, when asking for an immediate reply, "I'm sorry, we can't reply to your question until we check with the relevant departments. I hope you can understand! We'll give you an answer as soon as possible, okay?
3. Marketing
Opening remarks: "Hello! I am the customer representative of xx Company. Can you give me two minutes? "
Carry out marketing work according to different businesses with the consent of customers.
When the customer disagrees: "I'm sorry to bother you, if you have any problems when using our business." You are welcome to call our customer service hotline 955 18 at any time. Goodbye! "
Customer complaint clause
1 When the customer speaks, listen carefully and record the customer's reaction. Never interrupt the customer at any time. Respond to and respect customers when listening and recording. Common polite expressions are: yes, yes, good and other affirmations.
After the customer has finished speaking.
I'm sorry, sir and madam, because our work has caused you inconvenience. Thank you very much for your feedback. "
(2) "I have learned about the specific situation of your reaction and made a record. I want to confirm it for you again, ok? " Retell what the customer said. ""Do you have anything to add? "Don't add" the problem you reflected, we will immediately transfer it to the relevant departments for verification and give you a satisfactory answer, okay? "
(3) For the merchant's complaint: "We will report your problem to the superior as soon as possible and give you an answer within 2 days, okay?"
Complaint about service attitude: "I'm sorry, I understand your mood now, and I apologize on behalf of our company." We will verify what you have reported and give you an answer at last, ok? "
Forbidden words
1, who are you?
2. What can I do for you?
3. no
That's not my job.
I didn't accept it.
6. I'm busy now
7. I can't help it
8. You must show your * * certificate before you can handle it.
9. I don't know
10, I get it, I get it, you don't have to say it.
1 1, you are wrong, that's not true.
12, you are right, the performance of service personnel in this department is really poor.
13, you know?
14, understand? Don't you understand?
You should calm down.
16, that's the company's policy. There's nothing we can do.
17, do it if you want.
18, you can complain, suit yourself.
19, the company will never make mistakes.
20. Nothing means nothing.
"Taboo" in the process of service
1. Speak too loudly or too quietly in a noisy or quiet environment.
2. Be completely silent when listening to customers.
3. There was no response for a long time, and the customer thought the call was over.
4. End the call without saying anything.
5. When the customer loses his temper, the customer representative also loses his temper and even has a dispute with the customer.
6. I didn't pay attention to the problem reflected by the customer, and forgot to record the wrong content, which led to calling the customer again.
7. End the call to the customer without confirming the recorded information.
8. Don't promise customers what they can't do.
9. When the customer service is talking, it is easy to interrupt the customer, interrupt or change the subject.
10, customer service hung up and talked with colleagues. During the call, visit other staff directly without keeping the customer's phone number.
1 1. The customer service is listless and lazy.
12, ask questions, ask questions, reprimand or abuse customers.
13, arrogant when talking to customers.
14, don't pretend to understand, prevaricate and pass the buck to customers.
15, frequent use of buzzwords, impolite language auxiliary words such as: hello, ma, etc.
16, slow, blunt, contradictory with customers.
17, yawning, eating or chewing gum while talking.
18, yelling at the customer during the call, even if the customer is unreasonable or the other party's environment is noisy.
19. If you meet an elderly person who can't hear clearly during the call, you can say, "Sorry to bother you." Before ending the call.
20. When the user asks an unexplained question, he directly gives the mobile phone to other staff for acceptance without permission.
Telemarketing specification
A, telephone image requirements:
1 the first important voice: when calling customers, say "hello, this is the global etiquette training network" quickly, and the greeting is kind and beautiful. . . At the beginning, the voice is clear and pleasant, and the words are clear and clear, leaving a good impression on customers, and there should be a feeling that I represent the image of the unit.
2. Have a happy mood: the counselor should keep a happy mood when calling, so that even if the other party can't see you, it will infect you from a cheerful tone and leave an excellent impression. Because facial expressions will affect the change of voice, even on the phone, you should respond with the mentality of "the other person is watching me".
Correct posture and clear voice: Never drink water, eat snacks and talk privately during the phone call. Even in a lazy posture, customers can "hear" that your voice is listless; If you sit up straight and keep your body straight, your voice will be sweet and full of energy.
Two voice requirements:
The voice of 1 should be polite in Wen Ya, expressed in sincere words, and make customers feel respected and valued.
2. Keep a proper distance between the port and the microphone, and properly control the volume to avoid unclear hearing and misunderstanding.
3 avoid loud voices, which make people misunderstand as domineering. Or the sound is too low for customers to hear.
Speak with proper speed, rhythm and fluency.
Three time requirements:
1 Don't rest at night, that is, contact customers after 10 in the evening and before 7: 00 in the morning. Avoid interrupting customers' meals, lunch breaks, etc. , unless agreed with the customer.
2 Answer quickly and accurately: When you hear a phone call, you'd better answer it within three times. It is impolite to keep customers waiting, which will make them impatient.
If the phone rings five times before picking up the receiver, you should apologize to the customer first, and then type the text quickly. If the phone rings for a long time and only answers "hello", the customer will be very dissatisfied and leave a bad impression.
4. Three-minute telephone principle: Generally speaking, the time and length of the telephone call should be within three minutes: the time should be short and not long, as long as you communicate your meaning clearly with the customer's requirements, you can end it. Don't talk too much, but grasp the details flexibly according to people and things.
Colleagues are not at their seats. If you hear a phone call, your colleagues around you should pick up the phone and respond as soon as possible.
There is nothing urgent on holidays, so you can send a text message or something to make sure the customer allows you to call again.
Four semantic requirements
1 First of all, we should report our company, department and name, so as to ensure that customers understand that we are speaking on behalf of the enterprise.
1 be pronounced clearly in the sentence to avoid ambiguity. For example, B in AB is not D in CD, and P&G and P&G need to explain specific words to customers to avoid mistakes in address, name and company.
2 Key points of repeating the call: the meaning expressed by the customer should be repeated appropriately to ensure consistency with the customer's expression.
Sales consultants should correct their habitual buzzwords and avoid uncivilized buzzwords from bringing negative images to enterprises.
In the case of feeling that the customer is in a special occasion, we should first ask the customer whether it is convenient to answer the phone to protect the interests of the customer.
There is no intention to force the other party in expression, and the most important thing is given priority in communication.
5. Recording requirements:
1 Enter the connection state, holding the receiver in the left hand and the pen in the right hand, and carefully and clearly record the customer's situation, requiring conciseness and completeness.
2 Keep in mind the 5WIH skills, 1 when, 2 when, who, 3 in, 4 what, 5 why, why and 6 how, and clearly record the customer needs for your next contact.
Effective telephone communication
We must first confirm the identity of the other party and understand the purpose of the other party's call. If we can't handle it ourselves, we should carefully record it and gently explore the purpose of the other party's call.
1 Every phone call from the company is very important and cannot be perfunctory. You should listen patiently to the questions raised by customers. When expressing opinions, let customers 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 answering the phone, ask the reason as clearly as possible to avoid making mistakes. When making a phone call, pay attention to the correct and complete explanation.
Do not make exaggerated promises to customers to ensure the correctness and enforceability of UAA services.
When the other party inquires about the telephone numbers of other units in this department, it will immediately check and inform them if the scope of confidentiality allows, and it cannot be said that it does not know.
When you receive a phone call of reproach or criticism, you should explain it gently and express your apologies or thanks. Don't argue with customers in order to win their favor.
Customer first principle: when answering the phone, you need to press the hold button when talking to your colleagues and apologize to the customer at the same time.
Poor line quality: in case the call effect is not good, you can politely ask the customer to talk again, and it must be at the time approved by the customer. In case of disconnection, redial immediately and apologize.
The consultant the client is looking for is not here. First, tell the customer that the person he is looking for is not in, and then ask the customer's name and matters. Don't turn it upside down. Don't respond rudely: "XX is not here", that is, the phone call will end.
When transferring calls, you should reserve flexible space for your colleagues. Don't answer two phones at the same time. If it is too late, you must apologize to your customers.
Politeness before hanging up.
When you want to end a telephone conversation, you should generally say goodbye politely and have a clear conclusion, such as "Thank you for your support to UAA" and "Thank you, goodbye". Don't end the call after the other party hangs up.
8. Other rules: The company telephone can't make personal calls, and it doesn't occupy the company telephone information resources.
Brief etiquette:
To transmit short messages with terminal content, the 02 SMS Application Form must be filled in and approved by the director. See the company newsletter template for details, and report to the manager for preservation.
The content of the newsletter should conform to the rules of civilization and respect the wishes of customers. Do not use the following language to express members: personal attacks, disrespect for customer privacy, religious beliefs, geographical and vehicle discrimination, gender and age discrimination.
Three simple messages must be signed. Besides the meaning expressed in words, you should also sign the suffix and extension number to ensure that customers can contact you accurately. Format: subject +UAA Zhang San+extension number.
4. Short quotation information, express the company's price advantage and services beyond the price as clearly as possible, and ensure that customers can understand our attitude from the newsletter.
On important festivals, we should send words of thanks, blessings and greetings to our customers in advance. Maintaining long-term contact with customers reflects the company's emphasis on customers.
6. Reply to the customer's brief information as soon as possible, and apologize if it is late. Better answer by phone.
It is not convenient to call the other party after 10 in the evening, just send a text message. Although SMS is easier, if it is too late, it will also affect the other party's rest. So it is best not to send messages after eleven o'clock in the evening.
Sometimes, if you want to call someone with high status or importance and know that the other person is busy, you can send a short message first, "Is it convenient for you to find something?" If the other party doesn't reply to the message, it is definitely inconvenient. You can dial again after a long time.