Customer service communication skills sharing

Customer service communication skills sharing

Considering the high cost of winning new customers, it is extremely important to maintain existing high-quality customers. The key to maintaining customers is to make every customer truly feel understood and valued. The following is the sharing of customer service communication skills, welcome to read.

First, telephone communication

Telephone is a traditional and common way of communication. Telephone communication is also a kind of language communication, but telephone language communication not only contains what you say, but also contains some cadence tone of your speech, which is also a manifestation of body language and can convey certain emotions and thoughts to the other party. Therefore, telephone communication contains certain information, thoughts and emotions, including both information and thoughts and emotions.

Whether a person's communication skills when answering and making calls are clever or not will often affect whether he can successfully achieve the purpose of this communication, and even directly affect the external image of enterprises and companies. Therefore, you should use your brains more and do everything possible to let the other person feel your enthusiasm and friendliness from your voice. You need to learn and master basic telephone communication skills and office telephone etiquette in order to leave a good impression on the other party.

Telephone communication skills:

1, take phone records.

Notepad (maintenance record, complaint record) and gel pen should be prepared next to the phone. Even if people remember things by heart, the forgetting rate will be as high as 70% after 9 hours, and the daily chores will be forgotten faster.

Try to recall the contents of dinner in the first four days of this week. Probably many people can't remember it! So don't trust your memory too much. Important things can be made up by taking notes. If you put a notebook and pencil next to the phone, when someone calls, you can immediately record the main items. If you don't prepare a pen and paper in advance, you will be caught off guard and look around, which will not only delay time, but also embarrass yourself.

2. Sort out the phone content first, and then dial the phone.

When you call someone and say whatever comes to mind, you often forget the main items and have no clue. Only when the other party hangs up the phone will you suddenly realize. Therefore, you should sort out and record what you want to say one by one in advance, then dial the phone, look at the record while talking, and check whether there are any omissions at any time. In addition, try to finish it within 3 minutes.

3. Friendly attitude

Some people think that radio waves only transmit sound, so you can pay no attention to your posture and expression when you make a phone call. This view is all wet. The frankness and sincerity of both sides are full of voices. If the tone is not correct, it is not easy to hear clearly, or even you will hear wrong. Therefore, when you speak, you must hold your head high and hold your chest high.

"Words must be done", and the quality of attitude will be reflected in the language. If you don't bow your head when you apologize, you can't convey your apology to the other party in words. Similarly, expressions are also included in the sound. When the phone is numb, its voice is cold. Therefore, you should also talk with a smile on the phone.

When women talk to the mirror, they naturally smile, and when people smile, their voices are more pleasant and friendly. According to this principle, in the switchboard or front desk of some big companies, managers will specially put a mirror on the operator's desk to make them smile naturally when answering the phone, and then convey this friendly message through language.

4. Pay attention to your speaking speed and intonation.

Impatient people will feel intermittent, faint and quite uncomfortable when listening to slow words; Slow people will feel anxious when listening to fast words; It is difficult for older people to fully understand the meaning of the word Kuai. Therefore, the speed of speech is inconclusive, so it is necessary to master the speed of speech flexibly and improvise according to the situation of the other party.

When you make a phone call, raise your voice appropriately to appear energetic, bright and crisp. When people can't see each other, they mostly form their first impression through the first sound they hear. Therefore, consciously raising the tone when speaking will be particularly pleasing to the ear.

Step 5 get into the habit of retelling

In order not to let you answer the phone, you must repeat it on the spot. In particular, words with homonyms such as date, time and telephone number and words with digital content must form the good habit of repeating and confirming immediately after listening. Different words can be known at a glance, but words with the same or very similar pronunciation are often prone to mistakes on the phone.

Therefore, we should pay more attention to these confusing and indistinguishable words, slow down the speech and pronounce them clearly word by word. For example, 1 and 7, 1 1 and 17 and so on. In order to avoid mistakes in pronunciation or meaning, please repeat and confirm the contents related to the numbers immediately after hearing them. When talking about the date, you might as well add the day of the week to ensure accuracy.

6. Encounter something you don't know.

Sometimes the other person keeps talking about things he doesn't know on the phone, which seems to be pouring beans endlessly. Employees often panic when they encounter this situation. Although they are all hoping that someone can answer the phone as soon as possible and save themselves from the predicament, they are often lost in each other's chattering statements. They didn't know who the other party was looking for for for a long time, and the other end of the phone woke up: "About XXX! Sorry, I don't know, the person in charge knows, please wait a moment, I'll put him on the phone. " In this case, we should sort things out as soon as possible, understand each other's real intentions, and avoid being passive.

7. Receive a claim call from the customer.

Customers who ask for compensation may be full of complaints and even fly into a rage. If you, as the respondent, are as irrational and emotional as the other party, it will not help, but will escalate the contradiction. The correct way is:

You are calm and all ears, let customers complain, and wait patiently for customers to calm down. At the same time, don't say "but" or "yes, but …" to defend yourself. While affirming the reasonable ingredients in the customer's words, we should carefully ponder the source of the other party's anger, find a suitable solution, and impress the customer with heartfelt words. Therefore, make peace and gain the understanding of customers.

In the face of the customer's claim, if you can't solve it yourself, you should tell the person in charge of the claim accurately and promptly and ask him to come forward to deal with it. It is by no means a pleasant thing to hear about the claim, and the claimant is equally unhappy.

Maybe the customer who claims for compensation will say something harsh on the phone, but even so, at the end of the farewell, you should add: "Thank you for calling. We must pay more attention in the future, and such a thing will never happen again. " This will not only stabilize the other party's mood, but also make the other party feel good about the company. We must be sincere in treating customers who claim compensation, and move customers with a sincere heart, so as to resolve resentment, let customers understand and support our company from this properly handled and satisfactory claim activity, and even become supporters of our products.

Through the handling of claims, we can also understand the company's shortcomings and take this as a breakthrough to tackle key problems. After unremitting efforts, you finally removed obstacles, solved problems, and even raised the quality of the company to a higher level, and continued to prosper. Who can say that the claim is not a good thing at this time?

Second, face-to-face communication.

1. According to the data, your body posture and facial expression account for 55% of the conversation effect during the interview. In the process of communication, due to different levels of trust, everyone's attitude is different. If your attitude is not correct and bad, then the effect of communication will definitely be bad. Please note that attitude is everything. If the attitude problem is not solved, the communication effect will not be good.

2. Using empathy can make communication more convincing and establish a good company reputation!

We need to complete effective communication at work, and we divide it into six steps:

The first step is to prepare in advance (for the property staff, it is required to master the basic situation of the owners in your area).

The second step is to confirm the demand. After listening to the customer's opinions, confirm the other party's needs and make clear whether the purpose of both parties is the same.

The third step is to explain the point of view. That is, how to send your message and express your message.

The fourth step is to deal with objections. An objection in communication is that there is no agreement, the other party disagrees with your point of view, or you disagree with the other party's point of view. What should I do at this time?

The fifth step is to reach an agreement. It is the completion of the communication process that forms the agreement. In fact, in communication, any agreement is not the end of work, but the end of communication, which means the beginning of work.

The sixth step is * * * and implementation. Training summary

The customer can't see your company directly, he only sees you. How to convince customers, make them trust you, and then trust the company you represent depends on communication.

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