Opening remarks and greetings 1. Greetings: "Hello Youpin, work number XXX, Xiao * * Glad to serve you. What can I do for you? " Don't say, "Hey, talk to me! Or just hello, hello, hello "2. The customer greets the customer representative: "Hello, Miss (Sir)." The customer representative should respond politely: "Hello, what can I do for you?" You can't say, "Hey, go! Or just "hey, you say." When knowing the customer's name, the customer representative should use the customer's last name plus "Sir/Madam" to keep a polite response: "Sir/Madam, what can I do for you?" Can't be indifferent and ignore the customer's name. 5. When you encounter a silent phone call: Customer representative: "Hello! What can I do for you? " After a pause of 5 seconds, there was still no sound. "Hello, what can I do for you?" There was a pause for 5 seconds, and the other party didn't respond. Then he said, "Sorry, there is no sound on your phone. Would you please call again on another phone? Goodbye! " Stop for another five seconds and hang up. Don't say, "Hey, talk to me! If you don't talk, I'll hang up. I can't just hang up! " I can't hear you clearly. When you can't hear clearly (because the user uses hands-free): Customer representative: "Sorry, your voice is too low. Would you please pick up the receiver and speak?" Don't say "Hey, speak up!" You can't just say "Hello, hello, I can't hear you, please speak up". 7. When the customer's voice is low and you can't hear clearly, the customer representative will say, "Sorry! Would you please speak a little louder? " If you still can't hear clearly, the customer representative: "I'm sorry! Your phone is too low. Would you please hang up the other phone? " , and then hang up after 5 seconds. You can't just hang up. 8. When the phone is too noisy to hear clearly, the customer representative said, "Sorry, your phone is too noisy to hear clearly. Would you please call again with another phone? " Goodbye! "Pause for 5 seconds, and then hang up. You can't just hang up. 9. When the customer speaks dialect but the customer representative can't understand it, the customer representative: "Excuse me, would you please speak Mandarin? Thank you! When the customer continued to speak dialect instead of Mandarin, the customer representative said, "Excuse me, would you please find someone who can speak Mandarin?" Thank you! ".You can't directly hang 10. When the customer speaks a dialect and the customer can understand the Mandarin of the customer representative, the customer representative should continue to speak Mandarin on the basis of understanding the dialect used by the customer. Unable to convert to customer's dialect 1 1. When the customer complained that the customer representative's voice was low or inaudible, the customer representative said, "Excuse me, (raise the volume slightly), what can I do for you?" "3. Communication content 12. The customer calls and finds the customer representative who is at work: Customer representative: "Sorry, the company has regulations that personal calls are not allowed during office hours. Please contact her after work. Thank you. Goodbye! "Or ask them to leave a contact number. 13. If you didn't hear what the customer said clearly, ask the customer to cooperate and repeat it. The customer representative said, "Excuse me, could you repeat the problem you just reflected? "You can't say," Hey, what? ! what did you say ? I didn't catch that. Say it again? 14. When the information provided is long and the customer needs to record the relevant contents, the customer representative said, "Would you please record it? "Don't speak too fast without prompting 15. When the customer dialed the wrong number, the customer service representative said, "Sorry, this is the excellent customer service center. Please check it and dial again. "(If possible, please guide the customer to dial other numbers as needed. ) Don't say "Hello, wrong number! Please read it carefully before dialing. "16. Check the information with the customer: Customer representative:" Is it a * * * commodity? You can't say, "Hello, what else?" 17. When a customer wants to call other departments of the company directly, the customer representative said, "Excuse me, can you tell me the specific situation and contact number so that I can contact you?" You can't say, "Hey, tell me that question!" 4. Complaints and appeals 18. When the customer complaint hotline is difficult to dial and the response is slow (including when the phone rings three times), the customer representative said, "The line was busy just now, and I'm sorry to have kept you waiting! What can I do for you? " You can't say, "Hey, I can't help it. The line was busy just now! " 19. When the customer is in a fierce mood, he swears: Customer representative: "Excuse me, sir/madam, what can I do for you? "At the same time, customer representatives should adjust their emotions and try to appease customers' emotions. If he can't handle it, he should report to the site supervisor or supervisor immediately. Don't argue with customers. 20. When you meet a customer, you blame the customer representative for being slow and unskilled. Customer representative: "Sorry to keep you waiting, I will help you as soon as possible. "Don't say," Hey, sorry, I'm a new employee! ""2 1. When the customer complained about the bad attitude of the customer representative, the customer representative said, "I'm sorry, because our service is not good, which has caused you trouble. Please forgive me. Can you tell me the details? " Carefully record the contents of customer complaints, and ask customers to leave their contact information for the supervisor or manager to handle. You can't say, "Hey, I didn't answer the phone just now, I don't know!" " "22. The customer complained that the customer representative made a mistake at work: the customer representative said," I'm sorry for the trouble. I will truthfully report your problems to the supervisor and verify them as soon as possible. Please forgive the inconvenience! "And record the customer's last name, telephone number and the content of customer complaints. If the customer still refuses to accept the apology, the customer representative said, "Excuse me, can you leave your contact number, and our supervisor will contact you for handling. "Inform the supervisor of this situation quickly, and the supervisor should contact the customer immediately and handle it properly. You can't say, "Hey, I don't know. Please call XX. "23. When encountering a customer complaint that cannot be answered on the spot, the customer representative said," Sorry, sir/madam, thank you for your feedback. We will report it as soon as possible and give you a definite answer within 2 hours (simple complaint) /24 hours (complex complaint). Goodbye! "You can't say," Hey, I don't know. Please call again in a few days. "24. At the end of accepting customer complaints, the customer representative said," I'm sorry, Mr./Ms. XX, thank you for your feedback. We will report it as soon as possible and give you a definite answer within XX hours (depending on the complaint type and customer, see the service time limit standard). Goodbye. "25. When the response of the operation interface is slow, when inquiring about relevant information, or when the customer needs to wait, the customer's opinion should be sought first: customer representative:" Excuse me, would you please wait a moment? "With the consent of the customer, press the mute button. After canceling the mute, the customer representative said, "Sorry to keep you waiting. "No, don't apologize and thank you! 26. When the equipment can't run: Customer Representative: "Sorry, the line is being adjusted. Can you call back later? "Or let the customer leave contact information and contact the customer in time after the equipment is normal. No, no apology and follow-up work! 27. When a customer suggested that the personal information of the customer representative exceeded the standard of speech, the customer representative said, "Sorry, my job number is XX. "If the customer insists, you can tell the customer that the company regulations can only inform the job number. Don't blame and hang up the phone! 28. When the customer made suggestions, the customer representative said, "Thank you, we will feed back your valuable suggestions to the relevant responsible personnel of the company in time, and thank you again for your concern and support for our work. "Can't live without thanks or praise! 29. When asking the customer to understand: the customer representative: "Sorry, please forgive me." Or: "Sorry, sorry. "No, no sorry tone! 30. When the customer apologizes to the customer representative: The customer representative: "Never mind, please don't mind. "You can't have no response! 3 1. Encountered harassing call: Customer representative: "Sorry, your request is not within our service scope, please hang up. "If the customer still refuses to hang up, the customer representative should transfer the call or report it to the on-site supervisor or supervisor. Don't blame and hang up the phone! 32. When the customer's request can't be realized, the customer representative said, "Sorry, I'm afraid I can't help you!" Or "I'm sorry, this is beyond our service scope. I'm afraid I can't help you. "You can't say," Hey, that's impossible. " Or "No, not at all! "33. When the customer expresses his thanks to the customer representative, the customer representative must respond:" Please don't mention it "or" You're welcome ". If the customer further praises him, the customer representative: "Please don't mention it, this is what we should do or this is our job responsibility. Thank you for your support of our work. You are welcome to call again at any time. "Don't use the tone of life to answer. 34. When meeting a customer who can't answer on the spot, the customer representative said, "Excuse me, please leave your contact number, and we will contact you as soon as possible after the inquiry, okay? "Customer:" ... "Customer Representative:" Sir/Madam: May I have your name, please? "Customer:" ... "Customer Representative:" Thank you for your cooperation. Goodbye! "Don't answer casually or self-righteous. 6. Conclusion 35. After explaining it to the customer, make sure it is clear: customer representative: "Do you understand/clarify my explanation just now? "If the customer can't fully understand, he should reinterpret what the customer doesn't understand until the customer understands. Don't say, "Hey, do you understand? "36. At the end of the call, you should ask the customer if there is any other consultation: the customer representative:" What else can I do for you? Or do you have any other questions? "After confirming that the customer had no other consultation, he said politely," Thank you for calling. If you have any questions, please call again. Thank you. Goodbye! "You can't just say goodbye. 37. If the customer still hangs up after the call: Customer representative: "Is there anything else? If the customer still doesn't respond, the customer representative says, "Sorry, I have to hang up." "Then hang up after 5 seconds. You can't just hang up.