Etiquette of answering the phone in customer service center

Customer service refers to a customer-oriented value, which is integrated and managed at a preset optimal cost? All the elements of the customer interface in the service portfolio are as follows: I have arranged the etiquette of answering the phone in the customer service center for you, hoping to help you!

Etiquette of answering the phone in customer service center

1. Answer customers' calls in time.

The phone rang three times. You must answer it. Why is there such a requirement? You can imagine what it feels like when someone calls and he doesn't answer, especially when you want to complain, so this requirement is also a kind of attention of the company to customers and can also reflect a kind of work efficiency of the company.

2. Be professional when answering the phone

How to reflect whether a customer service staff is professional can be seen from his words, such as the first sentence after answering the phone, professional: "Hello, I am glad to serve you! ? Non-professionals: "Hey! what can I do for you? "。

Step 3 smile when you answer the phone

The customer can't see you, so the customer can only judge your attitude towards him by his voice, and always smile when answering the phone, so that your voice will be more friendly and let the customer feel your respect for him. Why do many customer service people like to put a mirror on the front? That's why they always remind themselves to keep smiling.

4. Customers can't hang up until they hang up.

After the call is over, it is respect to let the customer hang up first. If you hang up as soon as the call is over, it will make the customer feel that you don't want to listen to him and want to hang up quickly. If the customer does not hang up for a long time, you can remind him to hang up. If he doesn't answer all the time, it means he may have forgotten to hang up, and then you can hang up.

5. Listen to the customer's phone carefully and patiently, and respond.

The customer can't see you, and he doesn't know if you are listening to him, so when you are listening, you need to listen carefully and respond in real time, so that he can feel that you are listening to him, especially when the customer complains.

Matters needing attention

Keep the correct sitting posture when answering the phone, and make a record of the call.

Customer service chat

1, flexible questions.

I believe everyone doesn't like a rigid salesperson who is full of thorns, but no one will dislike a flexible salesperson. Therefore, salespeople should not be too sharp when asking questions to customers. You can ask customers this way:

? I wonder if I can ask you a question. ?

? I want to discuss it further. ?

? I'm a little confused. What do you mean?

? Can you help me clarify this?

? What you just said involves an important issue. ?

2. Express gratitude to customers.

Although salespeople are sellers of products, they are not obliged to answer every question raised by customers. Similarly, as buyers, they are not obliged to answer every question you ask.

Therefore, sales staff should thank customers for their frank answers in stages.

For example,? Thank you for your frankness and frankness. ?

3. Take 30 to 70 minutes to ask questions.

Salespeople should master the 70/30 principle when asking questions to customers. If you just ask questions blindly, people will be suspicious. 30% of the time you ask questions is enough, and the remaining 70% of the time should be to reply to your customers.

4. Give the answer the customer wants immediately.

If the customer thinks that you always answer questions with questions, and he asks for a clear answer, the salesperson should immediately give the clear answer that the customer wants.

Answer questions with questions (for example,? That's a good question Why are you interested in this aspect? This is a good technique, but don't always use the same method. If you think the other person is asking for a definite answer, give it at once.

5. Let customers be psychologically prepared.

When a salesperson asks a question to a customer, it's best to let the customer have a little psychological preparation so as not to feel uncomfortable with your question. You should make them feel that you are helping them alleviate their pain.

Before or when you ask a question, you can say something like this:

? I'd like to ask some questions, which may help us sort out some problems. ?

? The more I know about your work, the more I can help you. ?

? If my question bothers you, please tell me and we will discuss it clearly together. ?

? The more you explore requirements, the faster you can solve them. ?

? I'm going to ask you some questions today to understand your needs, okay?

6. Don't ignore body language

We know that when counselors and coaches make supportive and non-threatening actions, they will make the people who answer questions feel comfortable, while when prosecutors and judges show outstanding moral demeanor, they will make the people who answer questions feel uncomfortable.

Therefore, as a salesperson, when asking questions to customers, we should imitate the style of the former, not the style of the latter.

Proper body language can help you close the psychological distance with customers.

7. Listen to customers.

Your goal is to get to know the customer in front of you as much as possible, pay close attention to how the customer answers your questions, and listen to the customer carefully, so that you can know what to ask the next question.