To view:
1. Select a language. There's nothing to say about this.
2. The call will be recorded for evaluation and training. The version I have heard most from other places is: For the sake of our service quality, your call may be recorded. Carefully understand the difference between these two sentences, the former makes people feel more sincere and cordial. )
You need to talk to our professional team. Please be patient. We will serve you as soon as possible. Thank you. (Show your strengths everywhere)
After talking with the technical consultant, we hope to send you a short message with a network link. Please take part in a short survey and give feedback on our service. Additional data charges may be incurred. If you are willing to participate in the survey, please press 1. (Cleverly insert this part of the survey link before waiting for the call from the technical consultant. First, let the waiting time be less boring and listen to the same music. Second, at this time, all callers feel that they want something from others, so it is easy to agree to this request. Then make it clear that it will generate additional foreign investment, which makes people feel sincere and reliable. )
Thank you. Let me get a technical consultant to help you. I will send you a survey email later. The word "technical consultant" here makes me like it very much. On the one hand, it makes me feel professional, as if my problem can be solved immediately. On the other hand, although the front is also interacting with the machine, it will not feel cold. On the other hand, "manual service" is generally used in this link)
Now it is entering the interaction with people, and the difference is very huge. I made three phone calls back and forth, that is, I talked with three different technical consultants.
I was deeply impressed by the second technical consultant.
When I first heard the word "technical consultant", my instinctive reaction in my mind was a man. As a result, I was a little confused when I heard a female voice. The first voice is gentle and gentle. Guide me step by step to the stage of receiving verification code by mobile phone. The result has never been received, and it is stuck there. Because I installed two cards at that time, she suggested that I hang up the phone first, and then install a separate card and try again.
According to the above operation, I made a second call and got the most comfortable and comforting customer service in my life. I am very impatient because I have to repeat what I said before and answer questions. But she kept a gentle but firm attitude and said to me, I understand, but let's try again. Guide me step by step. Every step of the expression is particularly clear and comfortable. For example, if you open a web page, she will say, "Please help me click somewhere on the page." I was led by her step by step, and the whole process was smooth and comfortable.
The next day. I need to make another phone call because of my own operational error. This time it was a male technical consultant who answered the phone. No comparison, no harm. It's much worse than yesterday's. First of all, I didn't feel any emotion at all when I spoke. It's very mechanical, and there is no comfort in the whole process. Secondly, the expression is not clear, as if I thought I should know all the processes. I have to confirm with him every time. Is that so? At that time, I waited for more than a day, but I still didn't get an account, and my mobile phone didn't work. I'm worried about missing the information, so I'm even more upset. Finally, I was told to wait for a day, but I hung up the phone.
Later, I solved the problem in an unintentional attempt. At the same time, I was inspired by these three phone calls. I am engaged in the service industry and often face the situation of being consulted by guests. First of all, I want to sort out all those high-frequency questions and give clear answers, which will also help improve work efficiency. Secondly, I try my best to answer any questions of the guests patiently. Sometimes I feel that I have written them clearly in the document. Still asking? But in the face of different individuals, since you have done this industry, you must maintain a good attitude.