1. When the customer complaint hotline is difficult to dial and the response is slow (including answering after the phone rings three times), the customer representative said, "The line was busy just now, so I'm sorry to have kept you waiting! What can I do for you? "
You can't say, "Hey, I can't help it. The line was busy just now! " "
2. When the customer is in a fierce mood, he swears: Customer representative: "Excuse me, sir/madam, what can I do for you?" At the same time, customer representatives should adjust their emotions and try to appease customers' emotions. If he can't handle it, he should report to the field business supervisor immediately.
Don't say, "Hey, watch your mouth, it's not my fault!" " "
When the customer blamed the customer representative for being slow and unskilled, the customer representative said, "I'm sorry to have kept you waiting." I will help you as soon as possible. "
You can't say, "Hey, sorry, I'm a novice!" " "
When the customer complained that the customer representative had a bad attitude, the customer representative said, "I'm sorry, because our service is not good, which has brought you trouble." Please forgive me. Can you tell me the details? " Carefully record the contents of customer complaints, and ask customers to leave their contact information for the team leader or supervisor to handle.
You can't say, "Hey, I didn't answer the phone just now!" " "
The customer complained that the customer representative made a mistake at work: the customer representative said, "I'm sorry to have caused you trouble." I will truthfully report your problems to the supervisor and verify them as soon as possible. Please forgive the inconvenience caused to you! " And record the customer's last name and telephone number, and repeat the complaint. If the customer still refuses to accept the apology, the customer representative: "I'm sorry, can you leave your contact number, and our supervisor will contact you for handling." Inform the on-site business supervisor of this situation quickly, and the on-site business supervisor should contact the customer immediately and handle it properly.
You can't say, "Hey, it's none of my business. I don't know. Please hang up. "
6. When encountering a customer complaint that cannot be answered on the spot, the customer representative said, "Sorry, sir/madam, thank you for your feedback. We will report it as soon as possible and give you a definite answer within 2 hours (simple complaint) /24 hours (complex complaint). Goodbye! "
You can't say, "Hey, I don't know. Please call again in a couple of days. "
7. At the end of accepting customer complaints, the customer representative said, "I'm sorry, Mr./Ms. XX, thank you for your feedback. We will report it as soon as possible and give you a definite answer within XX hours (depending on the complaint type and customer, see the service time limit standard). Goodbye. "
You can't say, "Hey, it's okay, please hang up."