What Do You Need To Know When Answering The Phone?

I. Preface

Basic Requirements

L voice: articulate and articulate.

L tone: gentle and patient guidance

L speed: moderate speed.

L intonation: brisk

L language requirements: polite language; content is accurate, concise and clear.

L embodies professionalism

L response specification

L technical level is especially important.

L prepare in advance, get to know the content.

Answer specification (call)

1, greeting users "Hello, network management center to serve you."

2, can not make a positive answer: "I'm sorry, please wait a moment", or "excuse me, can you let me know the situation? I will wait for your inquiry in * (time)", "what I know is."

3. If the user asks for an online waiting result, the result will be returned to the line: "I'm sorry to have kept you waiting."

4, for individual customers' impolite speech, we should try our best to restrain patience, and let people not argue with customers. If necessary, we can ask the duty monitor to help us deal with them.

If a client apologizes to you for his rude speech, you should say generously, "it doesn't matter! Is there anything else I can do for you?"

5, query a customer information "sorry, we must protect the interests of users, can not disclose customer's personal information."

6, in the telephone conversation, when the other party has no response, "I'm sorry, I can't hear your voice. Do you want to change a phone call? OK, I hang up now."

Two, response specification (call process)

1, clear the user Advisory complaint question: "in order to solve this problem for you as soon as possible, can I ask you a few small questions?"

2, when a consulting and complaint business is basically accepted, the user will be prompted to make a smooth pition to the end of the call. "Are you clear?"

3, customer complaints: "sorry, inconvenience caused to you, please forgive me."

4.

Waguchi O: I'm sorry, I understand your feelings very well. But in order to help you solve the problem, would you please speak slowly? I will do my best to help you solve it.

5, user suggestions: "your proposal is very important, we will promptly pfer to the relevant departments, thank you for your support!"

6, not listening to the customer's speech.

A, if it is just a wrong word, you can confirm with the customer: "excuse me, what do you mean?"

"Or" do you mean...

Is that right? "

B, if you have not heard clearly, ask the customer with the tone of inquiry, "sorry, I didn't catch your speech. Could you repeat it, please?" thank you!

Three. Response specification (end call)

1, accepted, regular response: "thank you for calling, goodbye!"

If you have weekends or holidays, you can say, "have a nice weekend. Happy /XX, goodbye!"

2, thank you very much when you meet a good customer appointment, but I am really sorry, I am not easy to accept.

Goodbye. "

3, when you receive a chat or your business is being entangled with each other, "excuse me, do you have any other business to help?" if not, please hang up and give the line to other customers, OK?

4, boring (vulgar) telephone: polite reply: "Sir / madam, please use civilized language, otherwise I am sorry, we will finish this call."

5, in the telephone conversation, when the other party has no response, "I'm sorry, I can't hear your voice. Do you want to change a phone call? OK, I hang up now."

Communication skills

Communication skills (answering telephone skills)

1, be polite, friendly and sincere to every incoming phone call.

2, do not promise easily, once you commit, try your best to achieve it.

3, quickly and accurately determine the content of the customer's content and the way to communicate with customers.

4, in the case of customer complaints, express your sympathy for the clients' experience, think about the customers with multiple pposition thinking, record the key points, stick to the company's position and maintain the company's image.

5, listen attentively and react.

Two.

(answering phone skills)

1. Use retelling methods to ensure that you understand the customer's meaning and ensure that you have enough information.

2, timely express to the customer your attention to his questions, so as to make the conversation more friendly and persuasive.

3, with a solid knowledge of business knowledge, timely and correct answers to customer questions, successfully complete communication with customers.

4, reflect professionalism.

Three. Communication skills (telephone conversation skills)

1, the voice is clear and warm, so that customers feel the smile in your voice.

2, your voice not only represents you, but also your representative.

。

3, timely addressing customers in conversation, so that customers feel that you value him.

4, as far as possible so that customers know your every step to help him, so that customers feel your warm service.

5, provide relevant information, inform the customer how you will help him solve the problem, let the customer understand your service process.

6, the network management center's questions should be open-ended, with a general understanding of the customers' questions, concerns and requirements as the main purpose.

7, encourage customers to make a clearer answer by using response questions.

8, guide the customer to systematically say the request, ensure that he understands the exact message and records;

9, avoid asking why, and patiently ask why.

Four. Communication skills (answer skills)

1. Consult questions that are not certain or not answered.

"Sorry, I am not sure about the question you asked. I need to check and answer you later. Would you please leave your contact phone (avoid" ah, Oh or vague answer "), OK? I will contact you as soon as possible. Thank you very much for your attention. Goodbye."

2. When customer requests exceed your job permissions,

A, you have to listen patiently to the customer's account, do not interrupt the customer's words halfway.

B, you should clearly tell the reason and apologize, at the same time give the customer a solution to the problem or help to solve the problem: "sorry, Mr. X / miss, this is beyond my jurisdiction, although I can not help you, but I will immediately reflect the problem to the higher authorities to deal with it. Do you think so?" avoid: "I can't do it, there is no way."

Five. Communication skills (complaint handling skills - attitude)

1, calm, positive, dare to face, to avoid personal emotional distress.

2, just talk about what the client wants to know, not what you want to say, use the empathy to express sympathy for the client, but stick to the principles of the company and explain the principles if necessary.

3, use skilled business knowledge, focus on effective ways to solve problems, and reflect professional image.

4, avoid oversupply of unnecessary information and increase the risk of customer expectation and fact difference.

5, we should be confident and not afraid of the legal threats or unreasonable demands of our unruly clients. But we should also attach importance to their requests, actively carry out the interpretation of principles and humanization, and get in touch with their superiors promptly if necessary.

6. Listen patiently, repeat the main points, respond and record.

Six. Communication skills (complaint handling skills - commonly used sentences)

1, often say: "thank you for reminding us, thank you for telling us, I can understand your mood."

2, the complaint may be reasonable or unreasonable, but if you are not happy with the founder, you should first apologize to the other party and calm down his anger so as to facilitate the handling of the incident.

Example: "I am sorry, Mr. X / miss, I am very sorry," "Mr. X / miss, I understand your feelings very well when I hear this."

3, if you are wrong in the company, you should apologize to the other party and ensure immediate remedial action.

"Mr. X / miss, I am very sorry for what happened, but I will try my best to remedy it. I will try my best to help you solve this problem."

Or "sorry, Mr. X / miss, this error message may be due to carelessness in our operation. I am sorry to inconvenience you. I will record your case immediately. Thank you for your valuable advice."

L immediately records the names, telephone calls and complaints of customers and fill in the complaint sheets and forwarded them to the head of the site.

4. if the customer blames for waiting too long, you should immediately apologize to the customer: "I am sorry, sir / madam, I have kept you waiting. What can I do for you?"

5. customers blame you too slowly, you should speed up the speed of operation immediately: "I am sorry, I will help you as soon as possible, please wait a little! Thank you!"

6, when you have to refuse the request, you should express your courteous explanation.

For example, "Mr. X / miss, I am sorry, but this can only be done in...

It is impossible for us to proceed. "Mr. X / miss, I am sorry, please forgive us for not doing it, because..."

"Mr. X / miss, it's very boring. I'm afraid I won't be able to help you for a while, because..."

7. let the caller know that you have the heart to help him and put forward various possible solutions to the problem.

Example: "Mr. X / miss, this is actually the best solution, but if you think it is inconvenient, I suggest...

Do you think so? "

8, be polite to express gratitude or apology before taking the line.

9, if more senior personnel are required to handle complaints, they must know that they will find suitable candidates to deal with the problems.

Example: "Mr. X / miss, please forgive me for not being able to help you, but can I ask my boss Mr. X or miss to talk with you?" "Mr. X / miss, I am sorry, I can not help you for the time being, but will I send the relevant staff to handle it for you?"