Techniques for returning a customer's call: clear expression, voice with a smile, and positive language.
1, clear expression: clear words, the speed of speech is appropriate to allow customers to easily listen to what they say on the phone, the speed of speech is too fast and easy to cause the customer can not hear clearly. In general, the speed of speech to maintain 120 words ~ 140 words / minute more appropriate. Of course, if you can adjust the speed of speech according to the customer's specific response, then the effect will be better.
2, with a smile in the voice: received a strange phone call, subconsciously, we will go through the voice to imagine each other's appearance. If you do not smile when you speak, the other side of the handset customers even if they do not see, but also can feel the same. Therefore, customer service must keep smiling when calling customers. The voice with a smile is the sweetest and most melodious, as well as the most contagious.
3, with positive language: in the return visit to the customer, to use positive language, such as "we will solve your problem as soon as possible", "we will continue to improve products and services to meet customer needs. This allows customers to feel the professionalism and integrity of the company.
Precautions for Talking to Customers
1, Stay Polite and Respectful: No matter what the customer's attitude is, stay polite and respectful. Do not use rude or offensive language, or attack or blame the customer. Always be customer-centered and focus on their needs and interests.
2, pay attention to language expression: use clear, concise, easy to understand language to communicate with customers. Avoid the use of industry jargon or difficult vocabulary, so as not to make customers feel confused or uncomfortable.
3, listen to customer needs: in conversation, to listen carefully to customer needs and opinions. Do not interrupt the customer, and do not rush to express their own ideas. To understand the customer's point of view and position as much as possible in order to better meet their needs.