Customer Service Telephone Answering Skills

Many people have such experiences. They often talk with a friend or client, but never meet. When they meet, they will find that he (she) is completely different from what you think.

Why is that?

Because people have the habit of imagining others' faces by voice.

If you don't smile when you speak, the customers on the other side of the receiver can feel it even if you don't see it.

Therefore, you need to speak with your heart and heart, regardless of whether you are facing customers.

People have a habit of depicting the external image of each other through a person's voice.

This habit is essential to customer service personnel, especially online telephone service providers.

A person has several faces: the first face is the appearance, the second face is the word of a person, and the third face is his voice.

As a customer service worker, your first, second faces are not important, and third faces are very important.

You have to make these third faces very perfect with your voice, so that you don't feel the voice is really soft and intimate.

You can really help him through your voice.

It is difficult to do this.

In fact, many times you need to express your expression and body language on the receiver side, then use your voice to pass through the receiver.

Effective use of questioning skills

In customer service telephone skills, the first is the effective use of questioning skills.

Many people think that asking questions to customers is to get answers, but sometimes they are not.

The purpose of many questions in customer service is not to get the answer, but to see the problem of the customer at that time. The purpose of the question is to provide a vent to the customer.

The advantage of asking questions: by asking questions, we can quickly find the answers that customers want and understand the real needs and ideas of customers.

Clear your mind by asking questions.

This is very important for customer service personnel.

"Can you describe the specific circumstances at that time?"

"Can you talk about your hope and your request?"

These questions are all about clarifying your own ideas, making yourself clear about what customers want and what you can give.

By asking questions, angry customers can gradually become rational.

Customers are very angry, forget to tell you the truth, customer service personnel should effectively use the skills of asking: "do not worry, you must be resolved, you first talk about what the specific problem is, what is the matter?"

"Customers will focus on answering your questions at this time.

In the process of his statement, emotions will gradually blow away from reason, which is the third advantage of asking questions.

Effective questioning techniques

1, what are the pertinent problems?

For example, like China Mobile or China Unicom's 800 and 1860 service hotline, customers may complain that when the phone is turned on, the cell phone is broken.

Or, "the signal is always bad, it can't be received, or nothing is displayed on the screen." at this time, the customer service staff may ask, "what do you look like when you turn on the machine this morning?

"This is a specific problem.

What is the role of targeted problems?

You can get details.

When you don't know what the answer is, you can use it to find out some pertinent questions.

2, the problem of selective selectivity is also a closed problem, which means that the customer can only answer "yes" or "no". This question is used to clarify facts and find problems. The main purpose is to clarify facts.

For example, "did your friend turn on the phone when he called?

"Opened or not opened, may say, do not know, customers can only answer" yes "or" not ".

3, understanding sexual problems, understanding sexual problems refers to some questions that are used to understand customer information. When we understand the information people, we should pay attention to some customers who are more disgusted with this question.

For example, consult: "when did you buy it", "when did your invoice open?" and "what was the opening of the invoice?" and "who served it?" and so on. Customers felt as if they were checking accounts.

As a customer service staff, the purpose of these questions is to learn more information, which is very useful for customer service personnel.

But sometimes customers are unwilling to answer, so they are too lazy to answer.

"I forgot," the customer would tell you this.

Therefore, when we ask about sexual problems, we must explain the reason. "Please show your ID card, because you need to register", "please trouble you to enter the password, because...

"It's called understanding.

4, clarification. Clarification is to understand correctly what the problem is.

Sometimes they exaggerate what they sell, and the quality of the call is too bad to hear clearly.

There is a mobile phone store in Beijing, Zhongfu Telecom, which often receives such calls.

At this time, clarification is the first choice for customer service personnel.

Because you do not know what the quality of the customer is bad at this time, to what extent, you can ask: "you said the call is very poor, what is it like, can you describe it in detail?"

What kind of difference is it?

"What is the real reason for understanding customer complaints and how serious the situation is? This is called clarification.

5, inquiring questions are the primary solutions to inform customers.

"Do you see...?

"Similar to this problem is called the question of inquiry.

When you inform the client of a preliminary solution, let the customer make a decision to reflect the customer is "God". For example, the customer complains about the quality problem of the product. After listening to his statement, you need to tell him a solution: "if you are convenient, you can bring your machine over, maybe you need to stay here for a while.

This is my solution. "For example, you promised to change the customer, because it is in the period of change of commitment. How can the customer service staff answer the customer at this time?

When it is true that there is a quality problem, the customer service staff often say to the customer, "well, let's change it for you."

Few people say, "I can help you to retire. Do you think so?

"Or" to help you to retire, do you think so?

"Why does he not say the last sentence, because you know that the other party will certainly agree.

Some customer service personnel at this time also need to show alms to customers, so ignore the use of the problem to end your service to customers.

6, the service problem of service is also a very professional question in customer service.

When should this question be used?

In general, it is used at the end of the customer service process. What is its role?

It's called exceeding customer satisfaction.

"Do you see anything else I can do for you?"

When you go to a five star hotel with a higher grade, this sentence will often be heard.

People who are not trained usually do not say this.

The question of service is put forward to reflect whether an enterprise's customer service is a standard of high quality.

For example, to some low grade Samsung hotels, front desk staff have to open doors for customers.

After opening the door, the customer service staff went ahead.

And a higher grade hotel will allow customers to go first unless they are the baggage pick up staff.

This is the high standard of customer service, which is difficult to enjoy in ordinary places.

7, open question open question is used to guide the customer to tell the truth.

For example, "can you talk about the specific circumstances at that time?"

Can you recall the specific circumstances at that time?

"A question is asked, and the customer keeps on talking. This is the open question.

8, closed problem closure problem is to make a key restatement of the customer's questions, which is used to end the questions.

When the customer describes the problem, you say, "do you mean to re replace the product?"

"This is a matter of closure.

Self examination: please consider the recent customer service case that you find very satisfying or very dissatisfied with you.