Customer service training materials. Standard service language telephone service only relies on language to transmit information. Politeness and standardization of service language will directly affect the image of the enterprise and the success or failure of the cause. Standard terms of service will directly affect the company's image. Therefore, the company's customer service personnel must master telephone etiquette and norms in their daily work, use civilized and polite language, and put an end to service taboos. Second, the service language requirements (a) sweet voice. Standard pronunciation, clear articulation; Warm and friendly tone, full of energy; The volume is moderate, subject to the other party's clear hearing; Euphemistic tone, cadence, full of emotion, make customers happy; Speak at a moderate speed, take your time and avoid speaking too fast. (two) the statement is appropriate and the title is exact. Try to speak in complete, accurate and appropriate language, and pay attention to the choice of words to satisfy customers. (3) Speak Mandarin and avoid slang and common sayings. (4) Use correct grammar. (5) Avoid using buzzwords. (6) Breathe correctly and avoid speaking intermittently. (7) When talking with customers, always start with the word "please" and end with the word "good". * Common service expressions 1, hello 8. Thank you for your cooperation. 2. Go ahead. 9. Welcome to call again. 3. Goodbye. 10. What can I do for you? 4. Sorry 1 1. Excuse me, please wait a moment. 5. Thank you 12. Sorry to have kept you waiting. 6. Please wait a moment. 13, please forgive me. Wait a minute. 7. Please give us more valuable opinions. In the process of service, operators should always use the above-mentioned service desk language to respect the service and let customers experience respect and intimacy. Hello, the customer dialed in. Tianyi Strait Tea City Customer Service Center can help you. How can I help you? The customer said 1. When the customer is in a hurry and has a bad attitude (operator), please don't worry, speak slowly (think) and we will try our best to help you solve it. 2. When the customer makes a malicious call (operator), I'm sorry, what you asked is not our service scope. Please hang up and see you later. 3. The questions asked by customers are beyond the service scope of operators. If the customer is inquiring about business outside our company (operator), Mr. (Ms.) is happy to help you, but I'm sorry that I can't help you because the business you are consulting is not within our company's business scope. May I suggest you call XX for consultation? 4. If the customer criticizes or praises, criticize: (Operator) Thank you for your criticism and correction. We will correct it in time and continuously improve the service level. Hint praise: (Operator) Thank you, this is what we should do. When customers make suggestions (operators), thank you very much for your valuable suggestions, and we will continue to improve our services. 6. Thank you for your understanding and support when the customer is not satisfied with the answer or solution to the problem but does not pursue it. We will continue to improve our service to your satisfaction. 7. If the customer is dissatisfied with the answer to the question and the solution, and wants to pursue it, the customer's requirements are reasonable: (1) If the customer's requirements are reasonable, we can get a reply in a short time (operator), and we will reflect your requirements to the relevant departments in time and give you an answer as soon as possible. (2) Although the customer's request is reasonable, for some reasons, we can't give a reply in a short time (operator), and we will report your request to the higher authorities in time. However, due to XX reasons, we may not be able to meet your needs for some time, please understand. 8. If the customer's question can't be answered immediately (operator), we will contact the relevant department with your question. Please leave your contact number and we will give you an answer as soon as possible. 9. Can't hear the customer clearly (operator) Hello, your phone has been connected. Go ahead. (Wait 2-3 seconds, you should repeat the standard terms, if there is still no response) (Operator) Sorry, I can't hear you clearly. Would you please dial again? (Hang up) 10. During the call, the customer's voice (operator) was suddenly not heard because of the line. Sorry, the system has a one-way call and I can't hear your voice. Please don't turn off your phone after you hang up. We will call back (or ask the customer to dial again). Conclusion (Operator) Thank you for calling. Welcome to call again. Goodbye. If the customer says thank you (operator), you're welcome. Goodbye. Call the customer: Answer the call: (Operator) Hello, Mr. XX (or Ms. or professional title), I'm from the customer service center of Tianyi Strait Tea City. We have verified the XX problem you reflected on the X, and we have called back on our own initiative: (Operator) Hello, this is the customer service center of Tianyi Strait Tea City. Are you Mr. XX (or Ms. XX)? In order to provide you with better service, our company will pay a return visit to XX content (such as customer information, service satisfaction, special business usage, etc.). Is it convenient for you? (After obtaining the customer's consent, pay a return visit to the relevant content in a standardized language) 2. Conclusion: (Operator) Thank you for your cooperation. Goodbye. 5. Taboos in service. Any language that uses blame, rhetorical question, questioning, discrimination or shirking responsibility belongs to taboos in service and shall not be used in service. For example: 1, didn't you say XX? I didn't tell you, why didn't you understand? Speak louder, I can't hear you! I did it, I don't know, I don't know. 5. You can ask XX Department. 6. Why don't you even understand this? 7. This is the rule. what can I do? And so on. 6. Standard of service behavior The operator should be warm and generous in his work, natural and decent, with a sweet voice and standard Mandarin, so that every customer will leave a good impression on the customer service of "Medical Link" because of your good service. 1, take the initiative to answer the phone immediately. 2. Ask the customer's name, and use the address of "Mr. * *" or "Ms. * *" to communicate with the customer in time during the whole process of answering the phone. 4. Pay attention to and carefully understand the customer's inquiry. When answering the customer's questions, it is required to explain clearly the information related to the customer's consultation content, so that the customer can implement the questions and understand the overall situation through one consultation. If you didn't catch what the customer said, you should ask again: "Sir * */Madam * *, I'm sorry, I didn't catch your question." Would you please repeat that? " 6. In the process of acceptance, if the customer needs to wait, he should explain the reasons in advance and ask the customer's opinion: "* * * * * Sorry, please wait a moment, ok?" Get the customer's consent before leaving. When you come back, you should say, "I'm sorry to have kept you waiting …" 7. Don't interrupt the customer at will. Ask the customer to ask questions or answer them after he finishes asking questions. 8. When explaining to the customer, you should make sure that the customer is completely clear: "Mr./Ms. X, I wonder if I explained your question clearly just now?" When the customer can't fully understand, find out what the customer doesn't understand and reinterpret it until the customer understands. 9. At the end of the call, you should ask the customer if there are any other questions: "What else do you need?" Say goodbye politely after making sure that the customer has no other consultation. 10. In the whole customer consultation, the operator must answer questions, be patient and considerate, be polite, be warm and generous, and it is forbidden to procrastinate, be blunt, learn lessons, be agitated and cross-examine. 1 1. When customers ask about businesses they don't know or are not familiar with, operators should pretend to know, and may not force commissions or prevaricate customers. He should explain to the customer politely, ask the relevant personnel before answering, and if necessary, answer the relevant personnel or record it for verification before replying to the customer. 12. If you find that the answer to the customer's inquiry or complaint is incorrect or incomplete afterwards, you should call back the customer in time, apologize first and then reply to the customer completely. 13, patient and meticulous in working attitude, not anxious, not dry and not tired, treating every customer as his relatives and friends, and always keeping in mind the following principles: First, the customer is always right; Second, if the customer is wrong, please refer to the first one. Seven, customer service hotline 1, customer service hotline should provide customers with 24-hour manual service. 2. The customer service hotline shall provide consulting, business handling, customized inquiry, accepting customer complaints and other services for customers. 4. Customer service hotline system connection rate: not less than 85%. System connection rate = (the number of times customers call the SP unified customer service hotline/the total number of times customers call the basic SP unified customer service hotline) * 100%. 5. Customer service hotline manual response rate: manual response rate: not less than 85%. Manual response rate = (number of manual responses/number of incoming calls requiring manual response) * 100%. Eight. Customer consultation complaint 1. Customer consultation and complaints are subject to the "first inquiry responsibility system". 2. Immediately reply to business consultation and complaint handling. If you can't reply immediately, explain the situation to the customer and reply on time within the time agreed with the customer. 3. Time limit for complaint resolution: refers to the time from accepting customer complaints to solving complaints and answering customers. Response time of customer complaints: no more than 48 hours. 4. The company should establish a return visit system for customers who complain. 5. Response rate of customer consultation complaints Consultation response rate: 100% Consultation response rate = (number of customer consultation responses in the current month/total number of customer consultations in the current month) * 100%. 6. Timely response rate of customer inquiries and complaints: 100%. Timely consultation response rate = (number of consultation responses within the specified time in the current month/number of customer consultations in the current month) *100%; Timely response rate of complaints = (number of complaints in the specified time of the month/total number of customer complaints in the month) * 100%. 7. Repeated customer complaint rate: not higher than 1%. Repeated complaint rate = (total number of repeated complaints in the current month/(total number of repeated complaints in the current month-total number of repeated complaints in the current month)) * 100% Repeated complaints refer to incidents in which customers are dissatisfied with the complaints accepted or answered because they fail to reply within the specified time limit or for other reasons. 8. Customer consultation and complaint satisfaction rate. Customer consultation satisfaction rate: not less than 90% complaint satisfaction rate = (number of customers who responded satisfactorily in the current month * total customer consultation in the current month) * 100% customer inter-provincial complaint satisfaction rate: not less than 85%. Inter-provincial complaint satisfaction rate = (number of inter-provincial complaint customers who handled complaints satisfactorily in the current month/total number of inter-provincial complaints in the current month) * 100% satisfaction rate of major customer complaints: not less than 95% satisfaction rate of major customer complaints = (number of major customers who handled complaints satisfactorily in the current month/total number of major customer complaints in the current month) * 100% IX. Follow-up services for some difficult customers of major customers. In the following time, we should pay attention to the user's reaction and listening, record the customer's reaction in detail, so as to follow up next time, and take the initiative to ask the customer service if it needs the next follow-up service. X. Summary and Cooperation Every customer service staff should learn to write a summary report. The report includes: 1. How to solve the problems encountered during this period. 2. What have you learned during this time? 3. During this time, I feel that I need more training where I don't feel enough. 4. What are the most frequently asked and responded questions by customers during this period, and what do they think are the reasons? 5. Plan for the next stage. As a member of the company, it is very important to actively communicate with colleagues in other departments. Customer service personnel should cooperate with their work well, especially during any activity. Having a good relationship with them can improve their understanding of the business, understand the progress of the company and do their own work better. According to the process design of a specific company, the dialogue can simulate the actual operation process.

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