Telephone Etiquette Should Be A Required Course For Customer Service Personnel.

With the sound and fast development of railway and the deepening of railway freight organization reform, all railway bureaus (companies) have set up a telephone customer service team. Customer service personnel as a "window" group with passengers and cargo owners must consider how to adapt their own quality to the needs of railway development. Therefore, telephone etiquette should be a required course for telephone customer service personnel.

To learn telephone etiquette, we should work hard to improve the efficiency of telephone answering. Phone calls must be answered within three rings. This is already a veto vote for many service enterprises in assessing customer service personnel etiquette. And if the railway wants to get rid of the image of "old" and "bureaucrat" and leave customers with an efficient, convenient and positive service industry impression, it should also incorporate telephone etiquette into customer service personnel performance appraisal.

Learn telephone etiquette and work hard in the process of answering phone calls. The first sentence is very important. When answering customer calls or calling customers, if the customer service personnel can greet them warmly and enthusiastically, make clear and clear self introduction, then customers will have a pleasant and cordial feeling.

Of course. Answer the phone In the process of maintaining a positive and optimistic mood, it is necessary to use "honorific" everywhere, because the smile of customer service personnel and the professional image of an enterprise can be transmitted to customers through telephone. When you end the call, you can't ignore it. Remember to wait for the customer to offer the call. politeness Say goodbye and wait for customers to hang up.

At present, railways Freight transport Passenger transport is striding forward toward marketization. As a "window" customer service personnel, we also need to constantly learn the experience of market inspection and advanced service enterprises, and achieve the goal of "one phone, one window" by upgrading their service level.

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1. you should always prepare some white paper and pens next to the phone. When the other side needs you to remember something or let you pass it on to your boss, you can record it quickly and accurately without sending it wrong. If you don't prepare the paper and pen in advance, it's very rude to ask the other person to wait.

2. when you answer the phone, be attentive, and stop other things or actions. Do not listen to the phone and talk with the people next to you. This is to bear in mind that if you do this, you will make the other person feel very inattentive, and you will feel that you are not respected.

3. when you answer the phone, pay attention to the correct posture, do not lie down or put your feet on the table, because incorrect posture will also affect the sound effect, and the incorrect posture is also easy for the phone to slip down, which will make the other party feel very dissatisfied.

4. it's best to smile when you answer the phone. Though others can't see your smile, you will feel your passion from your words.

5., call the phone within three tones of the phone, and say sorry to the other 6 people when they ring more than 6.