As technical service personnel, we must establish? Is customer satisfaction the working standard of inspection service? We should try our best to serve our users and never allow them to have conflicts or quarrels with them. The following are the basic requirements of technical service etiquette I provide for you. Welcome to read and browse.
I. Standards and basic requirements of technical services
1, technical service personnel must establish? Is customer satisfaction the working standard of inspection service? We should try our best to serve our users and never allow them to have conflicts or quarrels with them.
2. Actively, enthusiastically and patiently answer various questions raised by users in the service. If the user's question cannot be answered, please explain it patiently and report it to the Head Office in time to help solve it.
3, technical service personnel is one of the company's quality spokesperson, must be clean and tidy, generous, polite.
4. Establish the registration of service calls and letters, and make records of service dispatch and expense reports.
5. Technical service personnel shall not exceed their own authority, and shall strictly implement the customer service scope specified by the company.
Second, the image etiquette of technical service personnel
1, manners
Hair: clean and tidy, no strange hairstyle and hair color, and men don't have long hair.
Nails: Keep nails clean and free of dirt, without long nails, and do not stick fake nails or use exaggerated nail polish.
Three elements of dress: suit, shirt and tie, ironed flat, and paid attention to maintenance; Sleeves are neither rolled nor rolled; Take less things (pens, wallets and business cards can be put in the inner pocket of your coat)
2. Action language
Standing posture: Keep your feet shoulder-width apart and keep your upper body straight.
Sitting posture: the center of gravity of the human body is vertically upward, the waist is upright, the upper body is vertical, the legs are at right angles, the knees are close together or slightly apart, the feet are flat on the ground, the distance between the feet is shoulder-width, and the hands are naturally placed on the knees or chair armrests (folding legs is not preferred).
Squat posture: the upper body is upright, and one leg squats. The picked-up items should be located on the left/right side of the body, not on the front side.
3. Inner cultivation
The cultivation of service etiquette should be both internal and external. As the old saying goes, the belly is full of poems and books. The refinement of inner cultivation is the most fundamental source of improving professional etiquette. Paying attention to your manners at work is not only a sign of self-esteem and respect for others, but also reflects the working attitude and mental outlook of Great Wall employees.
Third, the technical service personnel communication etiquette
1, be polite
When communicating with customers, technical service personnel should pay attention to their manners and words and deeds. If communicating with customers standing, keep a good standing posture, don't hunch over, don't put your hands in your pockets, don't shake back and forth, and make customers think you are frivolous. At the same time, when communicating with customers, always keep your professional smile.
Step 2 hand over business cards
When handing in a business card, you should look the other person in the eye, introduce yourself and hand in the business card;
The front of the business card is facing up, and the text is facing;
Pinch the two corners of the business card with your index finger and thumb;
Nod when receiving a business card, and carefully read the name and position of the other party after receiving the business card;
The business cards you receive should be put in the business card holder, not in your pocket, notebook or other places.
3. Listen carefully to other people's conversations
Excellent technical service personnel are good at listening. He should listen to customers' demands, needs, wishes and ideals, as well as their different meanings, complaints, confidence and complaints. He should also be good at listening to customers' unspoken needs.
Step 4 pay attention to questions
According to research, if you often ask questions when others are talking, you will make them feel that you are paying attention to his speech and that the topic is very interesting. So when communicating with people, don't just listen, ask one or two questions from time to time, so they will be very willing to keep talking and tell you what you want to know.
Four, technical service complaints handling etiquette
1, modest and friendly.
When a customer complains or complains, it means that the customer is not satisfied with the products and services of the enterprise. Psychologically, they will feel that the company has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers.
2. Let customers fully complain.
In practice, we should listen to customers' complaints patiently, don't interrupt customers' narration easily, and don't criticize customers' shortcomings. Instead, we should encourage customers to pour out their grievances and let them vent their grievances to the fullest. After patiently listening to customers' complaints and complaints, when they are satisfied with venting, they can listen to the explanations and apologies of service personnel more naturally.
3. Language should be euphemistic
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and never say how you use it when you open your mouth! Do you know the most basic skills and other languages that hurt self-esteem?
4, processing to quickly
Handling complaints and complaints quickly can make customers feel respected; Secondly, it can show the sincerity of enterprises to solve problems; Thirdly, it can prevent the negative pollution of customers from causing greater harm to enterprises in time; Fourth, it can minimize losses, such as parking fees and parking fees. Generally, you will receive complaints or complaints from customers, that is, you will know the specific content by phone or fax, and then negotiate solutions within the enterprise, and it is best to give customers a reply on the same day.
Five, technical service telephone etiquette
1, telephone etiquette
Choose a good time. When making a phone call, if it is not important, try to avoid the rest and dinner time of the receiver, and it is best not to disturb the other party on holidays.
Master the call time about after-sales service etiquette about after-sales service etiquette. Before you make a phone call, you'd better think about what you want to say first, so as to save the call time. Usually, the call time should not exceed 3 minutes. The three-minute rule? .
Friendly attitude. Don't shout when you speak, it's deafening.
Standard terminology.
At the beginning of the call, you should introduce yourself first. What should the receiver say when he is asked to find someone or transfer? Excuse me. Or? May I trouble you? Don't take it for granted
Language:? Hello, this is Derun Environmental Protection Technical Service Department, please transfer to XX Department, Mr. XX? .
If the person you are looking for answers the phone, introduce yourself first and explain your purpose.
Language:? Hello, Mr. XX, I'm Derun Environmental Protection Technical Service Department, and I'm a technical service person XX. I'm calling to report to you about XXX. I wonder if you have five minutes for me to explain.
If the person you are looking for is not in, please leave your name, company and contact number.
Language:? Can you leave a message? My name is XX, Derun Environmental Protection Technology Service Department, and my contact number is XXX?
2, the etiquette of answering the phone
Pick up the phone in three tones.
This is the most basic etiquette for answering the phone. Don't keep customers waiting. Answer the phone when it rings. Don't delay. Try not to let the phone ring more than three times. Pick up the phone and say the first thing? Derun environmental protection hello. ?
Active greeting
The first thing to do when answering the phone is to clearly quote the name of the company so that the other party can identify it immediately.
Language:? Hello, this is the technical service department. I am a technical service person XX? Customers want to talk to real people, not anonymous people. The best way is to give their full names.
Telephone language should be civilized and polite, with warm, modest and sincere attitude, calm tone and moderate volume.
When the phone has to be hung up or the customer has to wait; We should give an explanation and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.
Fast call transfer: If you can't solve it yourself, transfer to the correct extension and let the other party know who the call is transferred to.
When you hang up, thank the other person for calling and say politely? Goodbye? And wait for the caller to hang up before we hang up.
3, transfer phone etiquette
If the other party asks you to transfer the call, you should find out who the other party is and who you are looking for so as to contact the receiver.
Language:? Where can I find it? , ? Who is this, please?
Please inform the other party after confirming the transfer? Just a moment, please. , find someone quickly. If you don't put down the receiver and call someone far away, you can gently cover the receiver or hold down the button with your hand and then call the receiver.
Language:? I'll transfer you right away. Can you wait a moment? ,
When transferring a call, you must confirm that the call has been transferred correctly. If the designated receiver can't answer the phone after a period of transfer, he should answer it again immediately and ask the other party whether to continue waiting.
Language:? Mr. XX, I'm sorry, XX is not in or in a meeting. Do you need my help?
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