What Should We Pay Attention To When Answering Complaints Calls?

Telephone is considered as a convenient communication tool by modern people. It is very important to use telephone language in daily work. It directly affects the reputation of a company. In daily life, people can roughly judge each other's personality and character by telephone.

With the development of science and technology and the improvement of people's living standard, the popularity of telephone is getting higher and higher.

It seems that it's easy to talk on the phone and talk with the other side of the microphone. It's as simple as talking to your face.

If you are answering

What are the skills to deal with?

The answer to customer complaints is simple, but in fact, it is very learned.

You know, the quality of complaint phone calls can directly affect the quality of complaint handling.

For this reason, Xiaobian will summarize and sort out the problems that should be paid attention to when answering complaints phone calls for your reference.

The staff should be polite, sincere and sincere.

Do not use "impatient", "please hurry" or "do not know" and other impolite terms.

Don't let the other person stop talking.

Even if the user is speaking unfairly or even unreasonable, he should finish his speech.

Do not answer a phone call while answering another phone. This is impolite to the user.

In the face of rigid users, they can not contradict with each other and have language conflicts.

When speaking on the phone, speak as concise as possible to save time.

Use "thank you", "sorry", "sorry", "trouble you", "please" and so on.

Before you hang up, you usually say "thank you for calling", "goodbye", and so on, and wait for the other person to lower the receiver first and then hang up the phone.

For some important complaints, we should promptly notify the supervisor to follow up the process and not make any commitment to the user.

Patient complaints or questions should be answered and explained patiently. The relevant departments or persons in charge should be given detailed records and timely reply to users.