What should station attendants pay attention to when they go to
Publish: 2021-05-01 04:30:17
1.
1. To ensure customer satisfaction,
think about whether you can accept the same service
2. Surpassing customers' expectations
as a service instry, we should always be ahead of customers and create value for customers with innovative services
in the language expression of customer service, negative language should be avoided as far as possible. This is crucial. There should be no negative language in customer service language. What is negative language? For example, I can't, I won't, I don't want to, I can't and so on. All these are called negative language
in the language of customer service, there is no "I can't"
when you say "I can't", the customer's attention will not focus on what you can give, he will focus on "why can't" and "why can't"
the correct way is to "see what we can do for you", so as to avoid saying no or no to customers
in the language of customer service, there is no "I can't do it"
if you say "I can't do it", the customer will have a negative feeling that you are resisting; And we want our customers to focus on what you say, not the diversion
the correct way: "what we can do for you is..."
in the language of customer service, there is no "this is not what I should do"
the customer will think that he is unworthy of making a request and will no longer listen to your explanation
the right way: "I'd love to do it for you."
in the language of customer service, there is no "I think I can't do it"
when you say "no", the communication with customers will be in a negative atmosphere immediately. Why should customers focus on what you or your company can't do or don't want to do
the right way: tell customers what you can do, and are very willing to help them
in the language of customer service, there is no "but"
have you ever received such praise? --“ What a nice dress you are wearing! However... ", no matter how well you said in the front, if" but "appears at the back, it is equivalent to negating what the customer said in the front
the right way: as long as you don't say "but", you can say anything
in the language of customer service, there is a "because"
to make the customer accept your suggestion, you should tell him the reason. If you can't meet the customer's requirements, you should tell him the reason
2. In fact, as long as the dress is quiet and elegant, refreshing and neat
you don't need to be too showy in an interview, it's more about your behavior
the most important thing is self-confidence, which means that you believe that you are competent for the job you are interviewing
interview skills for customer service personnel
1. Once you are nervous when answering interview questions, you may stammer or speak faster, and the tension will also increase. At this time, the best way is to deliberately slow down your speaking speed and let the words come out clearly from your mouth one by one. The speed will slow down and the mood will not be nervous. Can also increase the final pronunciation, speak slowly loud, to ease tension
2. Neither harm the interests of the company, but also from the perspective of customers to smooth the dissatisfaction of customers, because as a customer service personnel, when you communicate with customers, you represent the image of the company. In a word, speak more politely and in a gentle tone
3. How to be an excellent customer service staff, first of all, you must be sure of yourself, you must be able to do it, and then you will also be recognized by customers. You are an excellent customer service staff
4. To understand customer service correctly, this is your job. You should know that customer dissatisfaction and emotion are not directed at you, but at your company and unit. If you can deal with customers' problems timely and effectively, customers will thank you and you will have a sense of accomplishment
5. Have a good understanding of your procts and services, so that you can better understand the causes of customers' problems. It also helps you to find solutions faster
classic interview questions of customer service personnel
1. How do you deal with difficult customers
it's inevitable to meet different customers when doing customer service work, and it's even more difficult to meet different difficult customers when doing customer service work. When most difficult customers call the customer service of the headquarters, they first ask to see the leader. At this time, they should show that they are the person in charge of this problem, establish a trust relationship with the customer, and make the customer willing to talk to you about their unequal treatment, At this time, we should show that we are standing in the customer's position, and constantly use some communication skills to disperse the customer's dissatisfaction (such as listening and identifying with the customer's feelings). In the process of communication, first understand the solution the customer wants, so that the customer feels valued: for example, "how do you think this matter is better handled?" then put forward your solution, quickly and effectively solve the problem of customer complaints, and give a clear reply. Finally, I apologize on behalf of the company, thank customers for their support to our enterprise, and will make improvements in the future work. Tips: this question is used to examine whether the interviewers can deal with customers' problems in an orderly and rational way, solve customers' problems effectively, and turn the complaining customers into loyal customers
2. Since customer service will bring a lot of pressure, how do you relieve the pressure so that the pressure will not affect your communication with customers
as a customer service staff, they should learn to quickly divert pressure. There are different ways for everyone to resolve pressure. There are several common ways:
ring the call:
(1) try to keep a smile (although the customer can't see it), slow down breathing as much as possible, keep the tone stable, and choose the right sentence, Let yourself focus on the way to solve the problem instead of the customer's attitude. (2) when the customer is rude, you find yourself breathing coarsely, speaking faster and louder. At this time, you should first put the phone in the "silent" state for a few seconds, have a drink, take a deep breath, adjust yourself to the normal state, and then start the active dialogue
after the call:
(1) go to the window and have a look at the green outside, stretch, take a deep breath, and drink some water. (2) learn to selectively forget, don't always reflect the unpleasant process in your mind, and drink some coffee properly. Coffee can make you pull out of the depressed mood
after work: reading, diet adjustment, exercise and sleep are all ways to relieve the pressure. Tips: this question is mainly used to understand the interviewer's ability to bear the pressure and whether he can still deal with the customer's problems with a professional attitude under the pressure
3. Telephone communication skills which of the following questions are used in telephone communication skills: (1) whether your email is sent and received through web or OE, and whether the other party has returned the letter, or whether your email can't receive or send the letter (targeted question) (2) if the customer reflects that the other party can't receive the letter after the email is sent, the customer service personnel need to ask the customer: after the letter is sent out, Have you received or returned the letter (selective question in closed questions) (3) according to our technical personnel's judgment, your question is estimated to be a network problem. You can try again later. How can you still open the website abnormally? Please contact us again, Can you tell me the specific situation at that time? Can you recall the specific situation at that time? (open question) (4) do you mean you want to replace a new proct? Is that right? (closed question) tips: know whether the interviewers have participated in the telephone communication skills training, and whether they can distinguish and use it in practical work
4. What position do you think customer service is in the enterprise? If you are a customer service staff, what aspects of work do you think will play an important role in providing high-quality customer service
as the main channel of communication with customers, call center really plays an important role. Because it is the core of a company, including customer data collection, potential customer mining, service, proct monitoring, customer relationship maintenance are all customer service work
(1) feasible workflow 2) Strict service quality standards 3) Improve the training system, improve the professional level of customer service personnel 4) Comprehensive and effective service management system, customer service work into all aspects of the company's business process, to minimize the incidence of customer problems
before the interview, be sure to find out the main work content of the client, so that if the interviewer asks relevant questions, he can deal with them calmly. The main work of customer service is to receive customers by telephone, pay regular telephone return visit to customers, understand customers' satisfaction with service and business needs, and deal with customer complaints and consulting matters. Customer service specialist interview must pay attention to speaking skills, voice to be sweet, pleasant, slow. Specific precautions are as follows:
1. Pay attention to the appearance and image
customer service specialists mainly answer the phone, so the image requirements are not particularly high. However, as an interviewer, you should dress appropriately ring the interview to leave a good impression on the interviewer
interview must be knowledge points - telephone communication skills
most of the time, customer service specialists communicate with customers on the phone, so they must know the telephone communication skills and precautions, including telephone communication etiquette and other matters. These knowledge points should be met before the interview, so that the interviewer can answer the questions
2. Be familiar with the customer complaint handling process
the customer service specialist must grasp the routine customer complaint handling process before the interview, and know how to handle the customer complaint, which is also the work that the customer service specialist must be able to do, and the interviewer will certainly ask
3. Customer service pre-sales consultation skills
the customer service specialist must grasp the skills of how to make the customer's consultation into the company's order, answer the customer's questions, and each answer should also have skills, so as to be beneficial to the company. Don't talk nonsense. Remember, the interviewer will ask questions about this
4. Be familiar with the knowledge of similar procts
before the interview, the customer service specialist should know the general knowledge of similar procts of the applied company, so that he can say that he has this kind of work experience. The interviewer usually prefers to have the work experience of similar procts, which will add points for your face-to-face test
5. How to highlight your own advantages properly
Language: Putonghua standard (if you have a Putonghua certificate, you must bring the certificate in), language specialty (such as good oral English, oral English as a second foreign language, etc., which can be used in work, if you have good oral English, you can try to introce yourself in a foreign language)
bear hardships and stand hard work: customer service work pressure is still quite big, It's a good way to emphasize this aspect and make people feel that your pressure resistance is good
work experience: if you have telemarketing or service related work, don't miss it and say it
reaction ability: when the examiners comment, they should lose no time to express their opinions, so as to show your quick reaction. Customer service never knows who the next customer is and what questions the next customer will ask, so quick response is very important.
you don't need to be too showy in an interview, it's more about your behavior
the most important thing is self-confidence, which means that you believe that you are competent for the job you are interviewing
interview skills for customer service personnel
1. Once you are nervous when answering interview questions, you may stammer or speak faster, and the tension will also increase. At this time, the best way is to deliberately slow down your speaking speed and let the words come out clearly from your mouth one by one. The speed will slow down and the mood will not be nervous. Can also increase the final pronunciation, speak slowly loud, to ease tension
2. Neither harm the interests of the company, but also from the perspective of customers to smooth the dissatisfaction of customers, because as a customer service personnel, when you communicate with customers, you represent the image of the company. In a word, speak more politely and in a gentle tone
3. How to be an excellent customer service staff, first of all, you must be sure of yourself, you must be able to do it, and then you will also be recognized by customers. You are an excellent customer service staff
4. To understand customer service correctly, this is your job. You should know that customer dissatisfaction and emotion are not directed at you, but at your company and unit. If you can deal with customers' problems timely and effectively, customers will thank you and you will have a sense of accomplishment
5. Have a good understanding of your procts and services, so that you can better understand the causes of customers' problems. It also helps you to find solutions faster
classic interview questions of customer service personnel
1. How do you deal with difficult customers
it's inevitable to meet different customers when doing customer service work, and it's even more difficult to meet different difficult customers when doing customer service work. When most difficult customers call the customer service of the headquarters, they first ask to see the leader. At this time, they should show that they are the person in charge of this problem, establish a trust relationship with the customer, and make the customer willing to talk to you about their unequal treatment, At this time, we should show that we are standing in the customer's position, and constantly use some communication skills to disperse the customer's dissatisfaction (such as listening and identifying with the customer's feelings). In the process of communication, first understand the solution the customer wants, so that the customer feels valued: for example, "how do you think this matter is better handled?" then put forward your solution, quickly and effectively solve the problem of customer complaints, and give a clear reply. Finally, I apologize on behalf of the company, thank customers for their support to our enterprise, and will make improvements in the future work. Tips: this question is used to examine whether the interviewers can deal with customers' problems in an orderly and rational way, solve customers' problems effectively, and turn the complaining customers into loyal customers
2. Since customer service will bring a lot of pressure, how do you relieve the pressure so that the pressure will not affect your communication with customers
as a customer service staff, they should learn to quickly divert pressure. There are different ways for everyone to resolve pressure. There are several common ways:
ring the call:
(1) try to keep a smile (although the customer can't see it), slow down breathing as much as possible, keep the tone stable, and choose the right sentence, Let yourself focus on the way to solve the problem instead of the customer's attitude. (2) when the customer is rude, you find yourself breathing coarsely, speaking faster and louder. At this time, you should first put the phone in the "silent" state for a few seconds, have a drink, take a deep breath, adjust yourself to the normal state, and then start the active dialogue
after the call:
(1) go to the window and have a look at the green outside, stretch, take a deep breath, and drink some water. (2) learn to selectively forget, don't always reflect the unpleasant process in your mind, and drink some coffee properly. Coffee can make you pull out of the depressed mood
after work: reading, diet adjustment, exercise and sleep are all ways to relieve the pressure. Tips: this question is mainly used to understand the interviewer's ability to bear the pressure and whether he can still deal with the customer's problems with a professional attitude under the pressure
3. Telephone communication skills which of the following questions are used in telephone communication skills: (1) whether your email is sent and received through web or OE, and whether the other party has returned the letter, or whether your email can't receive or send the letter (targeted question) (2) if the customer reflects that the other party can't receive the letter after the email is sent, the customer service personnel need to ask the customer: after the letter is sent out, Have you received or returned the letter (selective question in closed questions) (3) according to our technical personnel's judgment, your question is estimated to be a network problem. You can try again later. How can you still open the website abnormally? Please contact us again, Can you tell me the specific situation at that time? Can you recall the specific situation at that time? (open question) (4) do you mean you want to replace a new proct? Is that right? (closed question) tips: know whether the interviewers have participated in the telephone communication skills training, and whether they can distinguish and use it in practical work
4. What position do you think customer service is in the enterprise? If you are a customer service staff, what aspects of work do you think will play an important role in providing high-quality customer service
as the main channel of communication with customers, call center really plays an important role. Because it is the core of a company, including customer data collection, potential customer mining, service, proct monitoring, customer relationship maintenance are all customer service work
(1) feasible workflow 2) Strict service quality standards 3) Improve the training system, improve the professional level of customer service personnel 4) Comprehensive and effective service management system, customer service work into all aspects of the company's business process, to minimize the incidence of customer problems
before the interview, be sure to find out the main work content of the client, so that if the interviewer asks relevant questions, he can deal with them calmly. The main work of customer service is to receive customers by telephone, pay regular telephone return visit to customers, understand customers' satisfaction with service and business needs, and deal with customer complaints and consulting matters. Customer service specialist interview must pay attention to speaking skills, voice to be sweet, pleasant, slow. Specific precautions are as follows:
1. Pay attention to the appearance and image
customer service specialists mainly answer the phone, so the image requirements are not particularly high. However, as an interviewer, you should dress appropriately ring the interview to leave a good impression on the interviewer
interview must be knowledge points - telephone communication skills
most of the time, customer service specialists communicate with customers on the phone, so they must know the telephone communication skills and precautions, including telephone communication etiquette and other matters. These knowledge points should be met before the interview, so that the interviewer can answer the questions
2. Be familiar with the customer complaint handling process
the customer service specialist must grasp the routine customer complaint handling process before the interview, and know how to handle the customer complaint, which is also the work that the customer service specialist must be able to do, and the interviewer will certainly ask
3. Customer service pre-sales consultation skills
the customer service specialist must grasp the skills of how to make the customer's consultation into the company's order, answer the customer's questions, and each answer should also have skills, so as to be beneficial to the company. Don't talk nonsense. Remember, the interviewer will ask questions about this
4. Be familiar with the knowledge of similar procts
before the interview, the customer service specialist should know the general knowledge of similar procts of the applied company, so that he can say that he has this kind of work experience. The interviewer usually prefers to have the work experience of similar procts, which will add points for your face-to-face test
5. How to highlight your own advantages properly
Language: Putonghua standard (if you have a Putonghua certificate, you must bring the certificate in), language specialty (such as good oral English, oral English as a second foreign language, etc., which can be used in work, if you have good oral English, you can try to introce yourself in a foreign language)
bear hardships and stand hard work: customer service work pressure is still quite big, It's a good way to emphasize this aspect and make people feel that your pressure resistance is good
work experience: if you have telemarketing or service related work, don't miss it and say it
reaction ability: when the examiners comment, they should lose no time to express their opinions, so as to show your quick reaction. Customer service never knows who the next customer is and what questions the next customer will ask, so quick response is very important.
3. 1、 Greetings: "Hello, Shentong, I'm glad to serve you. What can I do for you?"
you can't say, "Hey, talk!"
2. The customer greets the customer service representative: "Hello, miss." The customer service representative should respond politely: "Hello, what can I do for you?"
you can't say, "Hey, go ahead!"
2. When the customer's name is known, the customer service representative should respond politely with the customer's last name and "Mr. / Ms." ring the following calls: "Mr. / MS, what can I do for you?"
don't be indifferent and ignore the customer's name
3. When you encounter a silent call: customer service representative: "Hello! What can I do for you? " Pause for 5 seconds or silent, "Hello, what can I do for you?" Pause for 5 seconds, the other side did not respond, then said: "sorry, your phone is not sound, please change a phone to call again, OK? Goodbye Stop for another five seconds and hang up
you can't say, "Hey, talk! If I don't talk, I'll hang up! "< 2. Can't hear clearly
4. Customer service representative: "sorry, your voice is too small, would you please pick up the microphone to speak?"
don't say, "Hey, speak up!"
5. When the customer's voice is too small to hear clearly: the customer representative keeps his own volume unchanged: "sorry! Would you speak a little louder, please If you still can't hear clearly, customer representative: "sorry! Your phone is too quiet. Would you please change it to another one? " Then, after about five seconds, if you can't hear the echo, hang up again.
you can't hang up directly.
6. When the telephone noise is too loud and you can't hear clearly, customer service representative: "sorry, your telephone noise is too loud and you can't hear clearly, would you please call again from another phone? Goodbye Stop for five seconds, hang up
can't hang up directly
7. When the customer speaks dialect but the customer service representative can't understand it: customer service representative: "sorry, please speak Mandarin, OK? Thank you When the customer continues to speak dialect but does not speak Putonghua, the customer service representative said, "sorry, would you please find someone who can speak Putonghua? Thank you
do not hang up directly
8. When the customer speaks dialect and the customer can understand the Putonghua of the customer service representative, the customer service representative should continue to maintain the expression of Putonghua on the basis of understanding the dialect of the customer< When a customer complains that the voice of the customer service representative is low or can't be heard clearly: customer service representative: "sorry, (raise the volume a little bit), what can I do for you?" Or "can you hear me now?"
can't hang up directly
3. Communication content
10. If someone calls to the customer service representative who is working: customer service representative: "sorry, the company has regulations. It's not allowed to answer private calls ring working hours. Please contact her after work. Thank you, goodbye!" Or ask them to leave a contact number
you can't hang up directly
11. If you don't listen to what the customer said clearly and ask the customer to cooperate, the customer service representative said, "I'm sorry, would you please repeat the question you just reflected?"
you can't say, "Hey, what?! What did you say? "
12. When the information provided is long and the customer needs to record the relevant content, the customer service representative: "would you please record it, please?"
don't speak too fast without prompt
13. When a customer calls the wrong number: customer service representative: "sorry, this is Shentong customer service department in central Shanghai. Please check and dial again." If possible, please guide customers to dial other numbers according to their needs.)
you can't say, "Hey, you have the wrong number! Please see clearly and dial again. "
14. When a customer wants to call other departments of the company directly, the customer service representative says, "excuse me, can you tell me the specific situation and contact number, and I'll contact you In particular, it is not allowed to directly inform the customer of the salesman's telephone number. If the customer needs to call other departments, please inform the relevant departments or personnel according to the situation. If it can help the customer solve the problem, you should accept it yourself.)
you can't say, "Hey, talk! If I don't talk, I'll hang up! "
4. Complaints and complaints
15. When the customer complaint hotline is difficult to dial and the response is slow (including the phone rings three times before picking up): customer service representative: "sorry, the line was busy just now, which made you wait a long time! What can I do for you? "
you can't say, "Hey, I can't help it. The line was busy just now!"
16. When customers are in a fierce mood, they yell: customer service representative: "excuse me, sir / miss, what can I do for you?" At the same time, the customer service representative should adjust his mood and try to calm the customer's mood. If he can't handle it, he should report to the team leader in time
you can't say, "Hey, clean your mouth. It's not my fault!"
17. When a customer comes across, he blames the customer service representative for being slow and unskilled: customer service representative: "sorry to keep you waiting, I will help you deal with it as soon as possible."
you can't say, "Hello, sorry, I'm a novice!"
18. When a customer complains that the customer service representative's attitude is not good, the customer service representative: "I'm sorry for the trouble caused by our poor service. Please forgive me. Could you tell me the details?" Carefully record the content of customer complaints, and ask the customer to leave contact information and submit it to the team leader or supervisor for handling If the customer requests to transfer to the customer service representative's job number who just handled the matter, "I'll transfer it to you, please wait a moment")
you can't say: "Hello, I didn't answer the phone just now!"
19. Customer complains that the customer service representative has made mistakes in his work: customer service representative: "sorry for the trouble, I will report the problems you reported to the person in charge truthfully, and check and handle them as soon as possible. Please forgive me for the inconvenience!" If the customer still does not accept the apology, the customer service representative said, "sorry, can you leave your contact number and let our supervisor contact you?" Report the situation to the team leader or supervisor immediately. The team leader or 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 call me ×× Call me
20. Customer service representative: sorry, Mr. / MS, thank you for your feedback. We will report to the superior department as soon as possible and give you a clear reply within 2 hours (simple complaint) / 24 hours (complex complaint)... Goodbye
you can't say, "I don't know. Please call back in two days< 5. Software and hardware failure
21. In case of slow response to the operation interface or related information query or when the customer needs to wait, the customer service representative should first ask for the customer's opinion: "sorry, please wait for a moment, OK?" After getting the consent of the customer, the customer service representative pressed and held the microphone. When the microphone could operate normally, the customer service representative said, "I'm sorry to have kept you waiting."
you can't do without apologies and thanks
22. When the equipment fails to operate: customer service representative: "sorry, the line is being adjusted, please call back later, OK?" Or ask the customer to leave the contact information and contact the customer in time after the equipment is normal
you can't do without apologies and follow-up work
23. When the customer asks for the personal information of the customer service representative which exceeds the standard of script, the customer service representative: "sorry, my job number is ××× No If the customer insists on the request, tell the customer that the company can only notify the job number
don't blame or hang up the phone impolitely
24. When customers put forward suggestions: customer service representative: "thank you for your valuable suggestions. We will timely feed them back to the relevant responsible personnel of the company. Thank you again for your concern and support for our work."
no thanks or praise
25. To ask for customer's understanding: customer service representative: "sorry, please forgive me." Or: "I'm sorry, I'm sorry."
you can't have no sorry tone
26. When a customer apologizes to the customer service representative, the customer service representative says, "it's OK, please don't mind."
no response
27. In case of harassing call: customer service representative: "sorry, your request is not within the scope of our service, please hang up." If the customer still refuses to hang up the line, the customer representative shall report to the team leader
don't blame or hang up the phone impolitely
28. Customer service representative: "thank you very much! Sorry, I can't accept it. Thank you again! "
don't blame or hang up the phone impolitely
29. When the customer's request can't be fulfilled, the customer service representative: "I'm sorry, I'm afraid I can't help you!" Or "I'm sorry, it's out of our service. I'm afraid I can't help you."
you can't say, "Hey, it's impossible." Or "no, not at all!"
30. When a customer expresses his thanks to the customer service representative, the customer service representative must respond: "please don't mention it" or "you're welcome". If the customer further praises the customer, the customer service representative: "please don't mention it. This is what we should do or our ty. Thank you for your support for our work. You are welcome to call again at any time."
it is not allowed to answer in terms of daily life.
31. In case of customer consultation that cannot be answered on the spot, customer service representative: "sorry, please leave your contact number, we will contact you as soon as possible after inquiry, OK?" Customer: "yes. Customer representative: "Mr. / MS: May I have your name, please?" Customer: "yes. Customer representative: "thank you for your cooperation, goodbye!"< After explaining to the customer, you should confirm whether it is clear to the customer: customer service representative: "do you understand my explanation just now?" If the customer can't fully understand it, he should reinterpret what the customer doesn't understand until the customer understands it
you can't say, "Hello, do you understand?"< br />
33、
you can't say, "Hey, talk!"
2. The customer greets the customer service representative: "Hello, miss." The customer service representative should respond politely: "Hello, what can I do for you?"
you can't say, "Hey, go ahead!"
2. When the customer's name is known, the customer service representative should respond politely with the customer's last name and "Mr. / Ms." ring the following calls: "Mr. / MS, what can I do for you?"
don't be indifferent and ignore the customer's name
3. When you encounter a silent call: customer service representative: "Hello! What can I do for you? " Pause for 5 seconds or silent, "Hello, what can I do for you?" Pause for 5 seconds, the other side did not respond, then said: "sorry, your phone is not sound, please change a phone to call again, OK? Goodbye Stop for another five seconds and hang up
you can't say, "Hey, talk! If I don't talk, I'll hang up! "< 2. Can't hear clearly
4. Customer service representative: "sorry, your voice is too small, would you please pick up the microphone to speak?"
don't say, "Hey, speak up!"
5. When the customer's voice is too small to hear clearly: the customer representative keeps his own volume unchanged: "sorry! Would you speak a little louder, please If you still can't hear clearly, customer representative: "sorry! Your phone is too quiet. Would you please change it to another one? " Then, after about five seconds, if you can't hear the echo, hang up again.
you can't hang up directly.
6. When the telephone noise is too loud and you can't hear clearly, customer service representative: "sorry, your telephone noise is too loud and you can't hear clearly, would you please call again from another phone? Goodbye Stop for five seconds, hang up
can't hang up directly
7. When the customer speaks dialect but the customer service representative can't understand it: customer service representative: "sorry, please speak Mandarin, OK? Thank you When the customer continues to speak dialect but does not speak Putonghua, the customer service representative said, "sorry, would you please find someone who can speak Putonghua? Thank you
do not hang up directly
8. When the customer speaks dialect and the customer can understand the Putonghua of the customer service representative, the customer service representative should continue to maintain the expression of Putonghua on the basis of understanding the dialect of the customer< When a customer complains that the voice of the customer service representative is low or can't be heard clearly: customer service representative: "sorry, (raise the volume a little bit), what can I do for you?" Or "can you hear me now?"
can't hang up directly
3. Communication content
10. If someone calls to the customer service representative who is working: customer service representative: "sorry, the company has regulations. It's not allowed to answer private calls ring working hours. Please contact her after work. Thank you, goodbye!" Or ask them to leave a contact number
you can't hang up directly
11. If you don't listen to what the customer said clearly and ask the customer to cooperate, the customer service representative said, "I'm sorry, would you please repeat the question you just reflected?"
you can't say, "Hey, what?! What did you say? "
12. When the information provided is long and the customer needs to record the relevant content, the customer service representative: "would you please record it, please?"
don't speak too fast without prompt
13. When a customer calls the wrong number: customer service representative: "sorry, this is Shentong customer service department in central Shanghai. Please check and dial again." If possible, please guide customers to dial other numbers according to their needs.)
you can't say, "Hey, you have the wrong number! Please see clearly and dial again. "
14. When a customer wants to call other departments of the company directly, the customer service representative says, "excuse me, can you tell me the specific situation and contact number, and I'll contact you In particular, it is not allowed to directly inform the customer of the salesman's telephone number. If the customer needs to call other departments, please inform the relevant departments or personnel according to the situation. If it can help the customer solve the problem, you should accept it yourself.)
you can't say, "Hey, talk! If I don't talk, I'll hang up! "
4. Complaints and complaints
15. When the customer complaint hotline is difficult to dial and the response is slow (including the phone rings three times before picking up): customer service representative: "sorry, the line was busy just now, which made you wait a long time! What can I do for you? "
you can't say, "Hey, I can't help it. The line was busy just now!"
16. When customers are in a fierce mood, they yell: customer service representative: "excuse me, sir / miss, what can I do for you?" At the same time, the customer service representative should adjust his mood and try to calm the customer's mood. If he can't handle it, he should report to the team leader in time
you can't say, "Hey, clean your mouth. It's not my fault!"
17. When a customer comes across, he blames the customer service representative for being slow and unskilled: customer service representative: "sorry to keep you waiting, I will help you deal with it as soon as possible."
you can't say, "Hello, sorry, I'm a novice!"
18. When a customer complains that the customer service representative's attitude is not good, the customer service representative: "I'm sorry for the trouble caused by our poor service. Please forgive me. Could you tell me the details?" Carefully record the content of customer complaints, and ask the customer to leave contact information and submit it to the team leader or supervisor for handling If the customer requests to transfer to the customer service representative's job number who just handled the matter, "I'll transfer it to you, please wait a moment")
you can't say: "Hello, I didn't answer the phone just now!"
19. Customer complains that the customer service representative has made mistakes in his work: customer service representative: "sorry for the trouble, I will report the problems you reported to the person in charge truthfully, and check and handle them as soon as possible. Please forgive me for the inconvenience!" If the customer still does not accept the apology, the customer service representative said, "sorry, can you leave your contact number and let our supervisor contact you?" Report the situation to the team leader or supervisor immediately. The team leader or 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 call me ×× Call me
20. Customer service representative: sorry, Mr. / MS, thank you for your feedback. We will report to the superior department as soon as possible and give you a clear reply within 2 hours (simple complaint) / 24 hours (complex complaint)... Goodbye
you can't say, "I don't know. Please call back in two days< 5. Software and hardware failure
21. In case of slow response to the operation interface or related information query or when the customer needs to wait, the customer service representative should first ask for the customer's opinion: "sorry, please wait for a moment, OK?" After getting the consent of the customer, the customer service representative pressed and held the microphone. When the microphone could operate normally, the customer service representative said, "I'm sorry to have kept you waiting."
you can't do without apologies and thanks
22. When the equipment fails to operate: customer service representative: "sorry, the line is being adjusted, please call back later, OK?" Or ask the customer to leave the contact information and contact the customer in time after the equipment is normal
you can't do without apologies and follow-up work
23. When the customer asks for the personal information of the customer service representative which exceeds the standard of script, the customer service representative: "sorry, my job number is ××× No If the customer insists on the request, tell the customer that the company can only notify the job number
don't blame or hang up the phone impolitely
24. When customers put forward suggestions: customer service representative: "thank you for your valuable suggestions. We will timely feed them back to the relevant responsible personnel of the company. Thank you again for your concern and support for our work."
no thanks or praise
25. To ask for customer's understanding: customer service representative: "sorry, please forgive me." Or: "I'm sorry, I'm sorry."
you can't have no sorry tone
26. When a customer apologizes to the customer service representative, the customer service representative says, "it's OK, please don't mind."
no response
27. In case of harassing call: customer service representative: "sorry, your request is not within the scope of our service, please hang up." If the customer still refuses to hang up the line, the customer representative shall report to the team leader
don't blame or hang up the phone impolitely
28. Customer service representative: "thank you very much! Sorry, I can't accept it. Thank you again! "
don't blame or hang up the phone impolitely
29. When the customer's request can't be fulfilled, the customer service representative: "I'm sorry, I'm afraid I can't help you!" Or "I'm sorry, it's out of our service. I'm afraid I can't help you."
you can't say, "Hey, it's impossible." Or "no, not at all!"
30. When a customer expresses his thanks to the customer service representative, the customer service representative must respond: "please don't mention it" or "you're welcome". If the customer further praises the customer, the customer service representative: "please don't mention it. This is what we should do or our ty. Thank you for your support for our work. You are welcome to call again at any time."
it is not allowed to answer in terms of daily life.
31. In case of customer consultation that cannot be answered on the spot, customer service representative: "sorry, please leave your contact number, we will contact you as soon as possible after inquiry, OK?" Customer: "yes. Customer representative: "Mr. / MS: May I have your name, please?" Customer: "yes. Customer representative: "thank you for your cooperation, goodbye!"< After explaining to the customer, you should confirm whether it is clear to the customer: customer service representative: "do you understand my explanation just now?" If the customer can't fully understand it, he should reinterpret what the customer doesn't understand until the customer understands it
you can't say, "Hello, do you understand?"< br />
33、
4. It's a very boring job. It's short for the passenger service
this post is also known as "station service"
the conctor, the operator on ty on the platform, and the station dispatcher in the train control room all belong to customer service,
the salary is also the lowest in the whole subway system.
this post is also known as "station service"
the conctor, the operator on ty on the platform, and the station dispatcher in the train control room all belong to customer service,
the salary is also the lowest in the whole subway system.
5. Every jump has brought some challenges, and each challenge is to expand and upgrade the system as a means of solution. Therefore, some friends are very confused, whether the after-sales department and the maintenance department are a part of the customer service department, so when the system develops, the result must be the upgrade of the system. So can we also think that the customer service center must include the after-sales department, the maintenance department and the marketing department. From the marketing department to the customer service center, it is necessary to establish the after-sales department and the maintenance department? But,? What is the theoretical basis? Where to start? How to control the process? Generally speaking, how long does it take to build the system? How to cooperate with other departments? In the face of the above questions, I would like to say that in order to understand what the customer service center does, we must start from & quot; Customer life cycle & quot; The concept begins. According to the standard definition of customer service field: customer life cycle usually refers to a complete relationship cycle between customers and enterprises. Customer life cycle is generally divided into four stages, such as attracting, acquiring, managing and maintaining. Each stage describes a different customer relationship. The management of customer life cycle is also the core factor and theoretical basis in the transformation and development of enterprise customer service center. Where to start, we should analyze from the development status of the customer service center, and be consistent with the management objectives of the current customer life cycle, because the four cycles of the customer life cycle are continuous rolling and sustainable development. The basic policy of enterprise customer center construction is to allocate call center resources reasonably according to the life stages of different target customer groups. When customers are in different life cycle stages, they need to meet different needs; At the same time, customer life cycle management promotes us to understand each type of customers in depth; It can be seen from the description that the current customer service center focuses on "management" and "maintenance" of customers, so it mainly takes customer service (narrow sense customer service) as the main service form. From the perspective of the construction of generalized customer service center (also known as interaction center), the basic system of customer "attraction" and "acquisition" (sales and marketing) has not been involved. So at present, the process control of the company's customer service center should mainly focus on the key process of customer call in contact, and the specific content can refer to the call in process management framework of relevant call center standards. The establishment of a complete customer service center system (including process) should graally meet the requirements of all aspects of the capability maturity model: from the overall implementation of some international standards of customer interaction centers that I have led or participated in, the process of customer service center system construction is based on different foundations, and the time range is from 9 months to 36 months, so the gap will be large. As for how to cooperate with other departments, it is necessary to analyze the input and output indicators and set and assess the performance of process level indicators based on the process, which are detailed in the operation process section of ISO and relevant call center standards. I'm not going to repeat it here because of the limited space.
6. Typing can be around 60 should be OK, must pay attention to not emotional, according to the company's standard language to reply, must be warm, reply quickly, can't ignore buyers, etc., in addition, you have to participate in training, what are you afraid of?
7. It's just serving the guests.
when you go to the studio, others will train you. This is very simple.
the main service attitude is better
register something.
when you go to the studio, others will train you. This is very simple.
the main service attitude is better
register something.
8. Call center customer service is also divided into service and marketing categories.
the service category pays more attention to Putonghua standard, communication ability, service attitude, communication skills, understanding of service concept, etc. (for example, IBM's more professional call center customer service also requires professional standards)
marketing students pay more attention to: communication ability, adaptability, sales enthusiasm, Putonghua standard, etc;
the service category pays more attention to Putonghua standard, communication ability, service attitude, communication skills, understanding of service concept, etc. (for example, IBM's more professional call center customer service also requires professional standards)
marketing students pay more attention to: communication ability, adaptability, sales enthusiasm, Putonghua standard, etc;
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