Greetings: Hello, ××× (company abbreviation), * * (job number or name) at your service.
Midway greeting: You must address the other person as "Mr./Ms. X" during the conversation.
Polite language: use more honorifics such as hello, excuse me, sorry, please wait a moment, thank you, and you're welcome in conversation.
Conclusion: Thank you for your support. Goodbye!
(Answering the guest) Do you still need help? Thank you for calling, Mr./Ms. X. Goodbye.
If you can't answer immediately, Mr./Ms. X, we will get back to you as soon as possible. Thank you for calling. Goodbye!
When the customer says "thank you" before hanging up, the consultant should say: You're welcome, thank you for calling, goodbye!
When you meet a silent phone call: say "hello!" " ! XXX, * * * Your service, what can I do for you? "No answer, repeat:" Hello, "(pause) Hello! Xxxx (pause), sorry, there is no sound on your phone. Please call back on another phone. Goodbye!
I'm sorry, sir/madam, when the phone is noisy and you can't hear clearly. Would you please speak louder? (Hold 10 second and wait for the call to clear. If it exceeds 10 second, it is not clear. I'm sorry, sir/madam, your phone is not clear. Please call back on another phone. Goodbye!
When answering an internal call: Hello, Customer Service Center, this is * * *, what can I do for you?
When the customer dialed the wrong number, he said, "Sorry, this is XXX, please check it and dial again.". Goodbye. "
If the customer speaks too quietly, "Excuse me, could you speak a little louder?"
When the customer's request is contrary to the company's regulations: "I'm sorry, your request is not in line with our company's regulations, and I'm afraid I can't help you."
When the customer's information system was unavailable, he said, "I'm sorry, the contents of your inquiry have not been recorded for the time being. Please forgive me for the inconvenience."
When the customer's requirements are not met: "Sorry, our company doesn't have this service for the time being. We will convey your request to the relevant departments and hope to meet you in the near future. "
When the customer loses his temper: "Excuse me, what can I do for you?"
When customers swear, "Excuse me, would you please speak slowly?" I will definitely help you solve it. "When customers complain," I'm sorry for the inconvenience, please forgive me. "
When meeting a customer for a goodwill date: "Thank you very much, but I'm really sorry, I can't accept it. Goodbye. "
In case of harassing calls: "I'm sorry, my company stipulates that we can't chat during office hours." Goodbye. "
When the customer blames the slow action: "Sorry to keep you waiting, we will check it for you as soon as possible."
When the customer blames the phone for being difficult to make or slow to answer, "I'm sorry to have kept you waiting." What can I do for you? "
When encountering an unfamiliar query: "Sorry, I'm not sure about this question. Do you want me to find another colleague to answer it for you? "
If a customer asks to find a leader to solve the problem for him personally: "I'm sorry, everyone in our company has their own responsibilities." Please rest assured that we will handle it according to the company's system, and your problem is within my responsibility. Would you please give it to me to handle it for you? "
If the customer needs to wait: Mr. (Ms.) X, please wait for X minutes, and I'll check for you.