Visit customers by SMS.

1. Service with a smile

Doing the same job repeatedly every day will cause psychological fatigue, and it is inevitable to lack excitement. If you are not mentally excited, you will be lazy at work and look indifferent.

in this case, where do you start laughing? It is impossible for a company to change its employees' jobs frequently for the sake of their excitement. If each position is operated by a novice, the quality of work will inevitably decline. Therefore, every employee should understand that only by adjusting their mentality can they treat their work happily every day.

For example, "When you call a customer you have never met before, you can imagine the mood of the other party at this moment through the sound. This is because everyone has the habit of imagining other people's looks through their voices. If we don't smile when we speak, customers on the other side of the receiver can feel it even if they don't see it. Therefore, we must also speak with a smile when we pay a return visit.

second, standardized service of phonetics

standardized service of phonetics is the requirement and quality standard that service personnel should meet in the process of providing services to clients, and standardized service of phonetics reflects the service quality of a company.

therefore, the company has specially drawn up a series of standardized techniques, such as: return visit to new contracts, return visit to policies of departing salesmen, return visit to invalid policies, return visit to payment business, etc., in order to improve service quality in a breakthrough way, reduce customer complaints and shorten the gap with other companies' service level.

Third, it varies from person to person, and the right medicine is given

1. Don't be "impulsive" to impulsive customers

In the process of returning visit, we often meet such impatient and irritable customers, so we just ignore them and talk to them in a gentle and friendly manner. As long as he can calm down, such customers are often decisive and decide their own needs. As a return visit staff, we should talk to such customers in a gentle tone.

2. Make a "decisive" underground determination for indecisive customers

Such customers are indecisive and half-hearted, and often they are swayed by others and can't make up their minds.

this kind of customers often appear in the return visit of new orders, and they go back on their word after buying insurance, fearing that the salesman will cheat them; Afraid of what to do if the company goes bankrupt after buying insurance; What should I do if I'm afraid I won't get the claim after buying insurance, etc. It takes a lot of time to deal with such customers. The agent must eliminate the customer's worries with a firm and confident tone and patiently guide them to buy this insurance.

3. Give a clever step to the "desire" of satisfied customers

Complimentary language should be used to satisfy their self-esteem psychology. Complaints from customers are actually not a great problem. It's just that he was dissatisfied, and he just used the topic to play or make a mountain out of a molehill.

the main purpose of his venting is to find a chance to pour out. Don't be rude to such customers. Please ask him to finish his speech, and also ask for his opinions on how to solve the problem, so as to satisfy his desire to speak and prevent his self-esteem from being hurt, so that the problem can be solved without taking more measures.

It is also inevitable to make effective use of questioning skills in customer return visits. By asking questions, we can find the answers that customers want as soon as possible and understand their real needs and ideas. By asking questions, you can clear your mind, and at the same time, by asking questions, you can also make angry customers gradually become rational.

for example, some targeted questions, selective questions, service questions, open questions, and closed questions. As the saying goes, there are hundreds of people, all kinds.

how difficult it is for service workers to make every customer satisfied. Behind the success of service workers, there are huge costs and hardships. It takes innovation, learning, development, self-denial, patience, persistence and redoubled efforts to succeed, and only in this way can we do a better job of returning to customer service.