Terminology and basic etiquette of customer service telephone

As a customer service staff, do you know what telephone etiquette terms should be paid attention to? What are the most basic etiquette of customer service staff? The following is the customer service etiquette I arranged for you, hoping to help you!

Customer service telephone etiquette 1,? Hello, your name, please wait a moment. I'm sorry for the trouble. Sorry for your forgiveness. It's okay. Thank you. Bye-bye? .

2、? We apologize for the inconvenience?

3、? I have noticed your problem. Please leave your phone number and I'll call you back in ten minutes?

4、? I am sorry to have kept you waiting. I'll contact the service staff right away and call you back in ten minutes?

5、? I'm sorry, maybe we didn't explain this question to you clearly, which caused your misunderstanding?

6、? Leave this question to me, and I will contact the service personnel for you, and I will definitely give you a satisfactory result?

Matters needing attention when customer service calls 1 Polite expressions when answering a customer's phone.

Greetings should be as concise as possible, but show enough courtesy and goodwill. When you answer, if you just say: Hello! Or good morning/afternoon/evening. This will give customers a professional feeling, which is no different from the sound made by the machine.

Keep a pleasant voice when you speak, and don't speak too fast.

Don't communicate with customers in a noisy background. The voice of the customer service representative should be appropriate, neither too loud nor too small. For different customers, customer service representatives should use different speech speeds to match customers. If an old customer calls, the customer service representative should slow down and communicate with the customer. For example, when the customer's background is noisy, it means that the customer may be on the street or outdoors. At this time, the customer service representative should raise the volume slightly to ensure that the customer can hear, but the pitch must be controlled not to be too high. Excessive volume may cause misunderstanding by customers. Don't lose your temper when the customer is angry (high volume), you lose your temper (high volume).

When the customer speaks, the customer service representative should respond from time to time to show politeness and convey information.

Don't not respond for a long time, so that customers think that the phone is broken or has hung up. Because we can't communicate face to face in telephone communication, customers can't know information other than voice, so they can only convey information through voice. When the customer service representative doesn't respond, the customer will feel neglected and dissatisfied with the result.

Be polite when listening to customers.

Pay attention to several points when listening to customers: listen carefully, don't pretend to listen; Never interrupt the customer when it is unnecessary; Customer service representatives should not listen to customers' opinions with prejudice; Don't jump to conclusions when the customer hasn't finished or the expression is vague; Don't let yourself get into an argument with customers; Don't ask questions repeatedly about the information the customer has already said; It is impossible for all customers who call to be in a good mood, so don't be too sensitive to emotional words; Don't use silence instead of listening. When the customer is talking, the customer service representative needs to respond to the customer from time to time to let the customer know that you are listening carefully.

When asking customers to repeat, be sure to use polite language.

Keep calm during the conversation and avoid saying:? Ah! What? 、? what did you say ? /Excuse me? . Polite language should be used:? Would you please say that again? 、? I'm sorry! Please say it again! ? . As a qualified customer service representative, we should always remember that when serving, we represent the image of the call center, company and enterprise, not the individual. Everything you say represents the service attitude of the call center, company and enterprise to customers.

6. When customers wait and come back to serve again, be sure to use polite expressions and explain the reasons to customers.

First, tell the customer? Why? Wait; Second, use? Ask? A statement approved by the customer; Third, give customers a waiting time limit. The customer service representative needs to leave his seat temporarily to deal with the customer's problems. Be sure to tell the customer that you are helping him. When you come back to serve customers again, you must use polite expressions:? I'm sorry! Thank you for waiting. Thank you for your patience.

7. Before saying goodbye to the customer, ask the customer's needs again and thank you.

When asking customers if they have other needs, they must be sincere and willing to help them. At this time, we must grasp the tone. The use of polite expressions by customer service representatives determines whether customers accept or reject our products and services, and whether our customers feel happy determines whether our business has the ability and value to move forward. So always remember to treat guests with courtesy and express your feelings in polite language.

Basic etiquette of customer service. Basic etiquette

There are two basic etiquette in etiquette reception service: one is the etiquette embodied in language, such as address etiquette, greeting etiquette and response etiquette; The other is the etiquette embodied in behavior, such as welcome etiquette, operation etiquette, order etiquette and so on.

(A) address etiquette

Address etiquette refers to the address that service receptionists should use properly when talking or exchanging information with guests in their daily work.

1. What is the most common name? Sir? 、? Ma' am And then what? Miss? . When we know the names of customers, we can use their surnames to show our familiarity and attention to them.

2. If you meet a gentleman with a position or title, can you go in and work? Sir? There is a position or title in front of this word, such as? Mr president. 、? Professor? Wait a minute.

Note: Do not use it in service reception? Hello? Welcome guests. Even if the guests are far away, they should not shout so loudly, but should take the initiative to address them respectfully.

(2) Greeting etiquette

Greeting etiquette means that the service receptionist expresses cordial greetings and care to the guests in different polite languages according to the time, occasion and object in daily work.

1, you should take the initiative to say when you meet a guest for the first time? Hello, what can I do for you?

We should also pay attention to greeting etiquette when saying goodbye to guests or seeing them off. Goodbye, please take care? Wait a minute.

If guests are sick or feel uncomfortable, they need to show concern. Please take care, okay? ,? May I call a doctor? Wait a minute.

(3) Response etiquette

Answer etiquette refers to the etiquette when answering questions from guests in service reception.

1, when answering the guest's questions, stand and talk, listen attentively, don't look sideways and be absent-minded; Always stay in high spirits during the conversation, don't be dejected and despondent; Speak with a smile, be cordial and enthusiastic, and not be indifferent; Slow response, need to communicate and deepen understanding with expressions and gestures when necessary.

If the guest speaks too fast or vaguely, can you speak? Excuse me, could you speak more slowly? Or? I'm sorry, could you say that again? Never show impatience or impatience to avoid unnecessary misunderstanding.

3. For questions that can't be answered or can't be answered clearly at the moment, you can apologize to the guests first, and then answer the inquirer after asking or asking for instructions. When you promise the guest to answer later, you must keep your promise.

4. When answering the guest's questions, you should also be tactful, articulate, speak softly and have a moderate voice. At the same time, you should automatically stop your other work during the conversation. When you meet multiple questions, take your time and answer them one by one.

5. Respond to the reasonable requirements of the guests as soon as possible; Excessive or unreasonable demands on guests should be able to hold their horses and politely refuse, can you say? I'm afraid not ,? Sorry, we can't meet your requirements? ,? Do I need to discuss this with the leader? Wait, always show enthusiasm, education and manners everywhere.

6. Don't be complacent when guests praise your good service. Keep a cool head and give a humble answer with a smile. Thank you. compliment? ,? Is this what I should do? Wait a minute.

(4) Greeting etiquette

Welcome etiquette refers to the etiquette of reception service personnel when welcoming guests. This kind of etiquette can not only reflect our welcome and attention to the guests, but also reflect the specifications and thoughtful service of the reception.

1. Speak standing when welcoming guests, and cooperate with expressions, body language and polite expressions when necessary; For the old, weak, sick, disabled and young guests, we should take the initiative to help and take emergency measures at any time.

2, for important guests, if necessary, should organize managers and service personnel lined up in the hall or at the door to welcome, the team should be lined up in a row, full of energy, neatly dressed, smiling.

(5) Operating etiquette

guide

1, when guiding the guests, walk in front of the guests on the left, keep a distance of 2-3 steps, and move forward with the pace of the guests.

In case of turning or steps, turn around and signal to the guests? Please be careful? .

3. What is the application when leading guests? Would you please come with me? 、? This way, please 、? Inside, please express it politely.

You should be behind the guests when seeing them off, about half a step away.

Second, appearance, appearance and manners.

(1) Instrument and appearance

Basic requirements for appearance and decoration:

1. Dress according to regulations before taking up the post. Clothes should be clean and tidy. Leather shoes should be polished and cloth shoes should be scrubbed clean.

2, consciously wear badges or badges, badges should be correctly worn above the left chest.

3, proper makeup, modification, hair style should be unified and standardized, nails should be trimmed frequently; Extra ornaments should be removed when going to work; Men's hair roots are only collars, without beards and big sideburns; Women should not wear shawl hair style or heavy makeup.

(2) Mode

Specific requirements of etiquette:

1, standing posture:

What are the basic requirements? Standing like a pine tree? .

The essentials of correct standing posture are: the upper body is upright, the head is straight and the eyes are flat, the chest is high and the abdomen is flat, the waist is straight and the shoulders are flat, the arms are naturally drooping, and the legs are close together to stand straight.

There are roughly three kinds of standing postures: side posture, front abdomen posture and back posture. Never show arrogance or laziness.

2. Sitting posture

Basic requirements? Sit like a clock? .

Basic essentials: the upper body is upright, the back of the chair is slightly leaned, the legs are naturally bent, the feet are flat on the ground, and the correct posture of the hands, feet and legs is noticed.

Step 3: Step posture

Basic requirements? Traveling like the wind?

Basic essentials: the center of gravity of the body should be slightly forward, the head should be straight, the eyes should be straight, the face should be smiling, the arms should swing naturally, the pace should be moderate and even, and the steps should be light and steady.

Step 4 gesture

When talking with guests, don't use too many gestures, too many movements, and don't dance. Never point with your fingers when giving directions and directions.

Step 5 show

Smile, smile service is conducive to two-way emotional communication, is conducive to better work, establish? Smile at all the guests in the world? The atmosphere is good.

The requirement of a smile:

1, keep your forehead smooth and your eyebrows stretched when you smile, and you can't frown or lift your eyebrows.

2, eyes slightly narrowed, eyes open, look directly at each other.

3. The corners of the mouth are raised and the lips are slightly exposed.

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