Principles Of Business Phone Answering
Answer the phone We should use Putonghua, speak with uniform speed, clear pronunciation, mild tone and moderate volume.
Telephone You must pick up the phone in the 3 ring, and greet it on your own initiative: Hello! Customer service center * * *. What's your problem, please? For service calls, records should be kept according to the specifications.
For a problem that can not be solved on the spot, give the customer a reply with the exact time. And to give customers a processing plan within that time.
Answering telephone calls should keep a calm state of mind, listen more and speak less.
Avoid showing your emotions to customers.
Avoid entangling past displeasure with customers.
Avoid presentation of internal operation details to customers.
A sincere apology should be given to the inconvenience and dissatisfaction caused by the quality problems of our work or products.
At the same time, records should be carefully recorded and reflected step by step according to the prescribed procedures.
Editor: vivi
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