Full preparation-greetings-self-introduction-explanation of intention-specific explanation-communication afterwards.

1, the first step of successful customer return visit: a well-structured and well-arranged questionnaire is the first step of successful return visit.

When you pick up the phone and plan to call the customer for a return visit investigation, have you already thought about the questions to ask the other party? Have you designed when to use open-ended questions?

If these are not prepared in advance, it will be the beginning of a bad communication.

2. Successfully pay a return visit to the customer Step 2: Choose the return visit time in a targeted manner, and don't pay a return visit when the customer is busy or resting. Generally, the return visit time can be set at10: 00-1:30 in the morning and 3: 00- 17: 30 in the afternoon.

3. Successful customer return visit Step 3: Politeness and sweet voice are the motivation to impress customers.

For the person on the other end of the phone, your voice is a sign of your achievement and quality. The only business card, you should adjust your mood before picking up the phone. You smile on the other end of the phone, and the other person can feel it through the voice. Pay attention to polite greetings, tone and rhythm control, and avoid giving others a cold, business-like attitude. You know, whether the other person chooses to tell you the answer or not, there is no loss for him. Finally, you might as well add a greeting to let the other person feel the joy of getting help, so that both sides will have a good mood that day.

4. If the customer is not satisfied, you should apologize on behalf of the company first, show your understanding to the customer, and give the customer the feeling of being recognized and valued first. Then invite customers to go to the company or the construction site when they are free to further solve the problem. Record customers' complaints, opinions and suggestions in detail, feed them back to relevant departments in time, and further follow up customers according to the handling opinions of various departments. Don't give uncertain promises to customers when answering or calling, pay attention to the way you speak, and leave room for the subsequent handling of things.

5, the company's new activities, notices, etc. Need to know the customer's customer service phone number:

"hello! Mr./Ms. * * *, I am the customer service representative of * * Decoration Engineering Co., Ltd., and now the company is carrying out * * * * * activities in a certain community. The content of this activity is * * * * * * *, and the activity time is * * * * *. Are you aware of this activity? Is there anything you are not clear about this activity? So would you like to take part in this activity? Thank you very much for your support. Please * * * * * (explain the requirements for participating in the activity). Thank you for your cooperation. I hope this activity can bring you unexpected gains. Wish you a happy life! Goodbye! "

Program voice for answering and transferring calls

1. When the phone rings, answer it immediately. Answer every phone call within three times, with sweet voice, soft tone, warm and polite, quick response and accurate speech.

2. Outside line: "Hello! This is XX Decoration Engineering Co., Ltd. What can I do for you? "

Insider: Hello, this is the customer service department. Can I help you? "

Please say "please wait a moment" before transferring the call.

Under special circumstances, if the other party doesn't have any information, repeat greetings in Mandarin after five seconds. If there is still no response, repeat the greeting, or if there is still no response, you can hang up.

6. When answering the phone, learn to use falsetto, use proper pronunciation, intonation and speaking speed to make people sound gentle, kind and comfortable, and habitually use polite expressions: please, hello, I'm sorry, thank you, you're welcome, goodbye, etc.

7. Conclusion: What else can I do for you? Goodbye and welcome next time.

Terminology of in-store customer reception

Prologue: Dear customers, hello! what can I do for you?

Consulting home improvement: Thank you for coming to decorate in spite of your busy schedule! * * * Decoration will respect and understand customers, and create high-quality home life for you with the product concept of quality, taste and brand. I hope this visit will help your home improvement.

Return visit to customers

Introduction: Hello, I am the customer service representative of * * Decoration Engineering Co., Ltd. My name is XXX. Is this * Ms./Mr.? I'm sorry to bother you! Is it convenient for you to answer the phone now?

A. Convenience: OK, in order to improve your satisfaction and serve you better, we will pay a return visit now.

B, inconvenient: OK, when is the best time to call you? (Write down the time) Sorry to bother you, thank you, goodbye!

First of all, I would like to express my heartfelt thanks to you for choosing our decoration.

First visit: the deposit has been paid.

Dear customer: Hello! Thank you for your trust and support in * * * decoration! Choosing * * means that you have chosen the best quality design and the most sincere service. * * Decoration will stick to its promise to you and win our further trust with real service!

Conclusion: I am glad that you can take the precious time to accept our return visit, and at the same time send sincere wishes (have a nice weekend/holiday! Thank you very much for your support of our work. Thank you for bothering you. Goodbye. If you have any problems during this period, you can contact our customer service department directly, and we will help you deal with them as soon as possible.

The second return visit: the signing begins.

1, has your site started? Has the material entered the scene?

2, the construction site material acceptance, supervision?

3. Do you think the disclosure between the designer and the construction team of our company is clear?

4. Are the design drawings and construction drawings you see complete?

5. Are you satisfied with the service of the construction team?

6. When the materials enter the site, did our workers ask you to go to the site for acceptance and signature?