Letters And Calls Should Be Earnest And Enthusiastic.

Under normal circumstances, all departments of the company should set up a dedicated hotline customer service telephone and assign a special person to answer on duty.

The telephone number and duty time of customer service telephone should be released to the public through mass media.

Its role and significance should also be widely publicized.

At the same time, we should establish and improve the customer service telephone post responsibility system.

In order to ensure that someone is on duty at the prescribed time, the number of customer service telephone can be opened to ensure that the channel is famous, practical and unimpeded.

When answering customer service complaints, we must adopt a civilized and courteous language and maintain a warm and friendly attitude.

At the beginning of the call, the callers should be welcome.

On the one hand, we should pay attention to the problems reflected by the people on the phone, and on the other hand, we must confidentiality if necessary.

Don't forget to thank the other party when you end the call.

In language, tone and attitude, we must not be rude.

When answering customer service complaints phone calls, be sure to be conscientious and responsible.

Problems that can be solved should be solved without delay.

Temporarily unable to solve the problem, we should make a good record, assign, pfer, and inform the other party in the future way of contact, or roughly the time to reply.

Let the other person feel that he is welcome, protected and valued.

Unsupervised telephone duty personnel receive calls from customers to reflect the situation or problems. They should also be warmly welcome and answer them carefully.

If you do not belong to your own authority, you may refer the other party to the specific department responsible for the matter, or you may pass it on behalf of you.