For customer service personnel, having a kind and soft voice to make customers feel that you can help him through voice is the basis for customer service personnel to do a good job in telephone communication. In addition, the effective use of questioning skills is the key for customer service personnel to do a good job in telephone communication.
Many people think that asking questions to customers is to get answers, but sometimes this is not the case. In customer service, the purpose of many questions is not to get answers, but to gain insight into customers' problems at that time. The purpose of asking questions is only to provide an exit for customers.
The benefits of asking questions:
By asking questions, you can find the answers that customers want as soon as possible and understand their real needs and ideas. Clear your mind by asking questions. This is very important for customer service staff.
Can you describe the specific situation at that time?
Can you talk about your hopes and requirements?
These questions are all to clear up the train of thought, and let yourself know what customers want and what you can give. By asking questions, angry customers can gradually become rational. The client got angry and forgot to tell you the truth. Customer service personnel should effectively use questioning skills.
"Don't worry, I'll help you solve it. Please tell me what the problem is and what happened? "
At this time, the customer will focus on answering your questions. In the process of his presentation, his emotions will gradually become irrational, which is the third advantage of asking questions.
Effective questioning skills in customer service;
1. What do you mean by targeted questions?
For example, like the communication service hotline, customers may complain that their mobile phones are broken as soon as they are turned on. Or "the signal is always bad, you can't get it, or there is nothing on the screen." At this time, the customer service staff may ask, "What was your screen like when you turned it on this morning?" This question is targeted. What is the function of targeted questions? It allows you to get details. Use it when you don't know what the customer's answer is. Ask a targeted question to understand these questions.
2. Choose the right way to ask questions?
Selective questioning is also a kind of closed questioning, that is, customers can only answer "yes" or "no". This kind of question is used to clarify the facts and find problems, the main purpose is to clarify the facts.
For example, "When your friend called, was it turned on?" If yes or no, you may say you don't know, and the customer can only answer "yes" or "no".
3. Understand the user's feedback on the problem.
Understanding questions refer to some questions used to understand customer consultation. When learning about consulting, it should be noted that some customers will be more disgusted to ask this question.
For example, when did you buy it, when did you issue the invoice, what was the title of the invoice at that time, who received it at that time and so on. Customers want to check their accounts. As a customer service staff, the purpose of asking these questions is to learn more information, which is very useful for customer service staff. But customers sometimes don't want to answer, too lazy to answer. "I forgot", this is what customers will tell you. So when you ask questions about sex, you must explain the reasons: "Please show me your ID card because you want to register" and "Please enter your password because?" This is called comprehensibility.
4. Clarification refers to correctly understanding what the customer is talking about.
Sometimes I exaggerate what kind of stupid mobile phone I sell. The quality of the call is so poor that I can't hear it clearly at all. There is a mobile phone shop in Beijing, Zhongfu Telecom, which often receives such calls. At this time, the customer service staff must first ask clear questions. Because at this time, you don't know how bad the customer said the quality was. At this time, you can ask: "What do you mean by poor call effect? Can you describe it in detail? What's the difference? " Knowing the real reason of customer complaints and how serious the situation is is called clarification.
5. The consultation question is to inform the customer of the problem. Preliminary solution. ? Did you get a look at him?
Questions like this are called advisory questions. When you tell the customer a preliminary solution, let the customer make a decision to show that the customer is "God". For example, after a customer complains about the quality of the product, you need to tell him a solution: "If it is convenient for you, you can bring your machine here, which may take some time. This is my solution. " Suppose you promise to replace it for the customer, because during the exchange commitment period. How does the customer service staff answer the customer at this time? When it is found that there is indeed a quality problem, the customer service staff will often say to the customer, "OK, I will change it for you.
Few people say, "I returned it to you." Do you think so? " Or, "I returned it to you. Do you think this is ok? " Why didn't he say the last sentence, because you knew the other party would definitely agree. Some customer service staff have to show that they are giving alms to customers at this time, so they ignore the practical problems to end your service to customers.
6. Service is also a very professional problem in customer service.
When should this question be used? Generally speaking, it is used at the end of the customer service process. What is its function? This is called exceeding customer satisfaction. Do you think there is anything else I can do for you? I often hear this sentence when I go to a high-grade five-star hotel. People who are not trained generally don't say this sentence.
The problem of service is to reflect whether the customer service of an enterprise is of high quality. For example, if you go to some low-grade three-star hotels, the front desk staff should help customers open the door. Opening the door, the customer service staff went in first. In a higher-class hotel, he will let customers go in first, unless they are baggage handlers. This is a high standard of customer service, which you can hardly enjoy in ordinary places.
7. Open-ended questions are used to guide customers to tell the truth.
For example, "can you tell me about the specific situation at that time? Can you recall the specific situation at that time? " If you ask a word, customers will talk a lot. This is an open question.
8. Closed-ended questions are the key retelling of customers' questions, which are used to close the questions.
When the customer describes the problem, you say, "You mean to replace the product again, right?" This is a closed question.
By asking questions, customers can calm down and customer service can find the correct solution to their own problems. Communication between the two parties can achieve the goal of solving problems quickly.
Making good use of problems, optimizing processes and solving customers' problems are also solving their own problems.
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