Strictly speaking, this may not be something that customer service can learn, but first-hand information that customer service can learn, but through the feedback of these problems and the subsequent handling methods of product departments, we can intuitively understand the thinking and development of products.
2. The way you speak
How many problems customer service needs to deal with every day, how many are repetitive and meaningless, and how many customers are willful and tricky when consulting. These are the problems customer service needs to face. How to better understand customers and how to better answer customers are skills that customer service should learn or gradually hone in their daily work.
3. Global awareness
In fact, sometimes customer service and sales are not completely separated now, that is to say, customer service will communicate with customers about demand, products and prices in the early stage, and will also communicate with customers about product problems and use in the later stage. The performance of different people is really different, and the degree of mastery of resources may be different, but many times it comes from the attitude of customer service itself.
Customer service responsibility
Answer the technical flow of each brand, and answer customers timely and accurately according to the knowledge base. Provide standard services to customers;
Quickly grasp the company's new policies and new business, actively promote the company's new products in the process of telephone service, and urge customers to use the company's products;
Accept the business and customer complaint telephone number applied by customers, accurately record the complaint content, and timely generate electronic work orders for businesses that need assistance from other positions and forward them to the background group;
Assist to sort out the training materials in the group and coach the junior customer representatives. Participate in various trainings to improve overall quality. Participate in various team activities and support team building;
For problems or materials that are not in the database, record the contents of the problems and submit them to the deputy manager on duty for forwarding to the business group. Collect mobile business information timely and accurately, study mobile business knowledge hard, assist in collecting customer demand information, and put forward suggestions for improving service work;
Communicate with customers through various channels (such as telephone, SMS, email, etc.). ) to achieve the purpose of service or sales.