Summary of telephone return interviews (3)

An account manager in the department asked me how I felt. I said it was very hard, and he smiled and said to me: Hard work is hard work. If you don’t learn anything from these phone calls, you will be in vain. Thanks for your hard work. I was thoughtful, and the manager lit up a cigarette, and then slowly told me: You can look at anything from different angles. You can find it boring and hard, then reject him, and finally work Just pass it off; of course, you can also correct your attitude, constantly summarize your work, learn, and do better. He continued: Some time ago, the provincial bank organized training for account managers across the province, one of which was training on telephone interview skills. Telephone interviews are very important for account managers. You have visited so many customers, what is your success rate? Why is it successful? Why don't customers listen to you? How should you conduct targeted return visits to customers? These are all learned. Finally, he told me: Now that the phone call is over, you should summarize it carefully, sum up your experience, and make strides forward in the future.

What the manager said makes sense. Looking at the problem from different angles will lead to different gains. The biggest problem with this phone call is that we are using local ordinary numbers to call out-of-town users. Others It's easy to doubt us. This is normal. Even if I see a cell phone from another place, I'm not willing to answer it easily. Faced with this situation, I think we should pay attention to the following aspects:

1. Pay attention to professional terms. Professional and accurate customer service can reduce users' suspicion, so when we answer the phone, we must be accurate and avoid preface and non-answer. Just imagine if you receive a call: Hello, I am, that, a bank customer. Service representative, we would like to call you back now, um, it’s about credit cards. Do you have time? Do you want to accept such a call?

2. Cut in directly. In our return visits, we usually ask customers whether they are willing to accept it, but in order to reduce the number of rejected visits, we have reduced this link. The first minute of the telephone interview is very important. If no effective information is transmitted in the first minute, , customers will have a resistance mentality, let alone an inexplicable call like ours, so after we simply accept ourselves, we will ask questions directly, and most people will accept the questions.

3. The speaking speed should be moderate, the volume should not be too loud, and questions should be asked softly. It is best to be able to create a pleasant and relaxed phone environment. This requires us to figure out the customer's psychology, and then use appropriate words to make it as relaxed as two people meeting in person. At the beginning, I was very well-behaved, asking questions one after another. Later, someone couldn't stand it anymore and said on the phone: Sir, don't talk like that. It's weird. Be more casual! Hearing this, I laughed: Haha, okay, I just asked casually.

4. After the return visit, do not hang up the phone immediately. Wait for 2 seconds before hanging up. The discordant clicking sound will greatly affect the customer's psychology.

5. Finally, it’s about uncooperative customers. Just one word: endure. If he completely disrespects you, don't say anything, hang up the phone gently, take a rest, calm down, and continue calling.

I just received an uncooperative customer. It didn’t really matter. He just suspected that I was a fraud. In order to verify, he asked a lot of questions. I couldn’t answer them. In fact, I didn’t receive any training. , didn’t know about the credit card business, and really couldn’t answer the question, so he decided that I was a fraud and directly lectured me on the phone. I was also angry at the time and wanted to curse but couldn’t, so I hung up the phone.

Thinking about it later, I was actually confused because I was suddenly asked so many questions. He just wanted to know how much information we had. If we didn’t know anything, it might be a scam. . If I explain it to him carefully and then check with him the last four digits of his credit card number, home phone number, work phone number and other basic information, I can stabilize him. Next, at least he will accept return interviews with a grain of salt, rather than lecture others. So, this time I lost because of my lack of experience.

I think I gained two things from this phone interview. First, I learned some skills in phone interviews. Now that I am not in the department, I can answer work calls very well. My language is very professional! Today, the president of a branch called the telephone department and wanted to postpone a job. The person in charge happened to be away. I knew that the work was urgent, so I expressed the person in charge's intention to him and told him to save a job for this task. I have been reminded four times in the morning and everyone needs to cooperate. In the end, the branch president said that he would try his best to cooperate. Hehe, it’s a bit of a show of force. An intern, wearing the tiger skin of his superior department, actually asked the president to cooperate with the work! The second is to be able to see and think about problems from different angles. Complaining blindly is meaningless, and some time is just passing by in vain. It is better to think from another perspective, let work and life be brighter, and give yourself a bright smile.

Summary of telephone return visits to 4-page website users

The total working time for preparation, interview execution, and report output before this visit was 2 days, with 13 people visiting and 10 people answering the phone. Effectively access and communicate with 6 people. Users who have visited the Ziwei website before. Looking back on these two phone calls, I feel that I have done a good job in communicating with users, and conducted effective relevant analysis of the users' problems afterwards. However, improvements need to be made in the following aspects:

(1) Preparatory work:

1. For data retrieval, it is best to be as detailed as possible for small sample data. This time It is best to detail the user's payment method choice to facilitate communication with users and user analysis before interviews.

2. The specific situation of the user is not analyzed enough before the interview. The analysis should focus on knowing what is the most important information that needs to be learned about this user.

3. The users are mainly from the end of August and the beginning of September, and they have a basic impression of this website. If you get the user's permission during the interview, you can directly ask the user the specific reasons for the failure of the operation, instead of focusing on getting closer to the user. distance. Because telephone interviews are different from face-to-face interviews, users of telephone interviews may have limited time and patience, and the main purpose of each return visit user must be clear before the interview.

(2) During the interview: During the interview, your tone needs to be calmer and you need to control your emotions. In short, thank users more and encourage them more. Keep a calm attitude, further analyze and ask questions about the user's questions, and try to restore the user's operating process and operating psychology at the time.

(3) Problem analysis: The optimization and improvement suggestions after problem analysis are not good enough. In the future, you still need to communicate more with colleagues and product managers to find the best optimization suggestions. In addition, you must also learn from and analyze relevant competing product websites to analyze the best optimization suggestions.

(4) ppt writing:

1. Optimization suggestions in ppt writing need to be displayed with optimized pictures instead of text descriptions.

2. Let data speak.

3. Understand and become familiar with basic PS operations as soon as possible.

4. The key point is to clearly analyze the structure and content of the document before writing, and then start writing.

5. Improve the efficiency of document writing.

Summary of telephone return interview content [Part 2]

The total working time for preparation, interview execution, and report output was 2 days, with 13 interviewers and 10 people answering the phone. Effectively access and communicate with 6 people. Users who have visited the Ziwei website before. Looking back on the two phone calls, I feel that I have a good effect on user communication, and I have conducted effective relevant analysis of the user's problems afterwards. However, improvements need to be made in the following aspects:

(1) Preparation work: 1. For data retrieval, it is best to be as detailed as possible for small sample data. This time, it is best to be as detailed as possible until the user pays. The choice of method facilitates communication with users and user analysis before interviews.

2. The specific situation of the user is not analyzed enough before the interview. The analysis should focus on knowing what is the most important information that needs to be learned about this user.

3. The users are mainly from the end of August and the beginning of September, and they have a basic impression of this website. If you get the permission of the user during the interview, you can directly ask the user the specific reasons for the failure of the operation, instead of focusing on getting closer to the user. distance. Because telephone interviews are different from face-to-face interviews, users of telephone interviews may have limited time and limited patience, and the main purpose of each return visit user must be clear before the interview.

(2) During the interview: During the interview, your tone needs to be calmer and you need to control your emotions. In short, thank users more and encourage them more. Keep a calm attitude, further analyze and ask questions about the user's questions, and try to restore the user's operating process and operating psychology at the time.

(3) Problem analysis: The optimization and improvement suggestions after problem analysis are not good enough. In the future, you still need to communicate more with colleagues and product managers to find the best optimization suggestions. In addition, you must also learn from and analyze relevant competing product websites to analyze the best optimization suggestions.

(4) ppt writing: 1. Optimization suggestions in ppt writing need to be displayed with optimized pictures instead of text descriptions.

2. Let data speak.

3. Understand and become familiar with basic PS operations as soon as possible.

4. The key point is to analyze the structure and content of the document clearly before writing, and then start writing.

5. Improve the efficiency of document writing.

Summary of Telephone Return Interviews [Part 3]

Time flies, and I have been working in Mingyi Dairy for more than two years without realizing it. I have been working in the customer service department to provide customer return visits and education. Baby hotline consultation work. Looking back now, when I applied for the customer service department of our company, it still seems like what happened yesterday. However, during this period, I learned a lot and matured a lot.

Many people may think that the work of the customer service department is simple and boring, and is defined as after-sales service. In fact, this is not the case. Customer service personnel in the infant dairy industry also need to understand many aspects of knowledge, such as nutrition, baby care and Communication skills, etc., the process of doing this work will also affect an individual's personality and improve their psychological quality. No matter what major you have studied before or what kind of work you have done, when you come to our group, you should start from scratch. Only by standing on the same starting line can we truly understand the truth that learning has no end.

Conducting regular health follow-up visits to Mingyi’s new and old customers is a must-do job for every customer service department nutritionist. Faced with repetitive tasks every day, our nutritionists must do their jobs well. First of all, you should have a patient and sincere work attitude. In this information age, the market competition is fierce, and it is not surprising that competing companies will also conduct telephone follow-up visits to customers. Many customers may receive return visits from one or more companies every day. How can we make them interested in our services?

First of all, we must understand that in the process of communicating with customers, although we are not face-to-face, our tone and expression can be felt by the other party. A weak or expressionless conversation may result in you being ignored or even refused to listen. On the contrary, your service with a smile makes the other party feel friendly, so that the distance between us and the customer will be narrowed. Also, during the communication process, we should grasp the topics that customers are more concerned about, and provide customers with the most cutting-edge information according to the different ages and seasons of their babies, such as the current epidemic of hand, foot and mouth disease; the latest parenting information and the fastest information updates and provide special feeding guidance.

Compared with telephone follow-up interviews, answering the 400 hotline has made me more patient. In terms of personality, it has also allowed me to let go of my previous anxiety and immaturity. Many times when customers vent their emotions, they can’t bear it at the beginning. My emotions will also follow the customers' scoldings and even swear words. I can't help but get excited, and sometimes I will raise my voice.

I remember one time, which is still fresh in my memory, when a male customer called and answered the phone with a ferocious "volley of fire". The general meaning is that the company was doing local activities, and after purchasing a certain number of products, there would be a gift. At that time, the salesperson informed that the gifts had been distributed temporarily, and issued an IOU, which would be replenished later. But when he came back, he saw that his friend also participated in the event and got free gifts, so the male customer went to the supermarket to cause trouble without asking about the situation. During the communication, he used swear words and threats, constantly repeating how he made a scene in the supermarket and how he would destroy Mingyi's reputation if he didn't get the gift right away. He also kept emphasizing the need to use force to deal with the shopping guide, and repeatedly confirmed who was answering the call. The more the customer talked, the more excited he became, and his emotions became a little out of control. He said that if he didn't get the gift again, he would come to the company to cause trouble, and he would end up like the shopping guide. Because I was very worried and angry, my voice became stiff and loud at the time, and I couldn't say anything I had planned. I kept trying to persuade him not to go to the shopping guide to cause trouble, and the other party didn't listen to the explanation at all. .

On the other end of the phone, I was confused and couldn't understand the point. Not only was I offended, but I also failed to calm down the customer. Afterwards, under the prompts and guidance of the leader, I realized the inappropriateness of the handling of the incident, which made me realize that the most basic condition for being a customer service staff is to be calm and respond rationally to various complaints from customers.

Gradually, I learned to start from the customer's perspective, think more from the other party's point of view, put myself in their shoes, and avoid intensifying conflicts. In many cases, customers just want to vent, and the more they talk, the more angry they become. They say whatever they want to relieve their anger. In fact, it is not as serious as what the customer expressed. You should maintain a calm mind, learn to listen patiently and gently comfort customers, understand the ins and outs of the incident, conduct detailed analysis with customers, and try to solve the problems reported by customers as soon as possible. When encountering unreasonable customers, I should also learn to analyze and summarize experiences with my colleagues and encourage each other. Firstly, I can relax myself, and secondly, it can prepare my colleagues and solve the problem for the customer as soon as possible to prevent endless entanglement. In many trials, we are slowly growing and maturing, learning to adjust our emotions, and treat work and life with a positive and optimistic attitude. We have been wronged and wanted to cry, and we have been angry and wanted to vent. However, we did not get discouraged or give up in the end. Hard work is the most important motivation for success.

The Mingyi market is getting bigger and bigger, more and more customers are choosing Mingyi, and the questions asked by customers are becoming more and more professional and profound. At this moment, we urgently need to learn more things ourselves, more professional things. Therefore, we used our spare time to learn about infant feeding, baby growth and early education, books about pregnant mothers, and check out related mother and baby websites to enrich ourselves. Next, customers called the hotline, seeking not only guidance on feeding knowledge, but also complaints and suggestions about the content, products, activities, service attitude, etc. of future services in the market. Only through constant recharging can we do better.

Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of our leaders and the unity of our colleagues. In this university, we have trained ourselves, improved ourselves, learned from each other, and exchanged ideas with each other. More importantly, we are also the window of the company. We must continue to improve and keep up with the company's progress. I believe that our customer service department will become better and better.

Summary of telephone return interviews [Part 4]

In order to strengthen communication with doctors in various positions in our hospital and understand their thoughts, life and study conditions, we conducted interviews with undergraduate and specialist doctors in various positions We conducted a telephone return visit to better understand the ideological trends of our hospital employees and some of the problems that employees encountered before joining the company.

1. Survey summary

A total of 140 people were identified for telephone return interviews (76 undergraduates and 64 junior college students). Among them, 112 people returned the visit, 28 people were unable to return the visit, and the return visit rate was 80%. Among them, 99 people had a clear intention, 12 people did not come, 1 person was dismissed (due to age), 13 people were shut down, 13 people had empty numbers, and 13 people missed the call. 2 people called. ***40 people were lost, the personnel loss ratio was 28.5%, non-force majeure factors accounted for 20%, and the actual personnel loss ratio was 8%. Judging from the effect of telephone return visits, the distance between our hospital and employees has been shortened, and emotional communication with employees has been strengthened. In the return interview, the interviewed employees expressed that they felt that our hospital cares for employees and the humanized management model, expressed their expectations for participating in the work, and said that in future work, they will work with everyone to make the hospital better, stronger, and bigger.

2. Situation Analysis

Among the 112 people interviewed by phone, 12 people were determined not to come (5 were fresh graduates, accounting for 42% of the total losses). The main reasons for the impact of communication are: 1. Fresh graduates have been unemployed for a long time, and there is a 4-month gap between graduation and formal employment. This creates a vacuum stage in employment. At this stage, fresh graduates are under family pressure and have better opportunities. job opportunities, and

choose employment first. 2. The original unit will not release the person. In order to retain relevant rare talents, the original unit will choose not to go through the procedures and not give files, leaving the person in a state where they cannot leave or move. 3. The original unit took relevant measures to retain personnel. The original unit retained those key members who were determined to work in our hospital by increasing their salary and level, which caused their minds to waver or change their minds.

For example, some department directors and key members who are determined to work in our hospital have wavered in their thinking. 4. Family reasons. Among those who are determined to work in the future, one of them gave up coming to our hospital because of taking care of children and living apart. hospital work. 5. Concerns about entry risks. This refers to people who have fixed jobs but have not officially joined the company. Through analysis, these people are mainly concerned about the working environment and whether they can meet the hospital's need for business skill development.

Judging from the situation of being unable to return the visit, 1. There was a refusal to return the visit: during the return visit, there were no return calls for several consecutive days. Such people belong to well-known domestic universities. Through possibility analysis, this Such personnel should already have jobs, and such positions should be classified as vacant positions. 2. Empty numbers and downtime: Some people, for some reason, choose to fill in non-existent numbers in the reserved numbers. This group of people are classified as wanting to seek better jobs, but are afraid of leaving the real information to the current job. For the negative impact brought about by this group of people, we can choose to continue to track these people and use them as our talent reserve for the lack of hospital positions.

3. Improvement Measures

Through the analysis of this return visit, the following improvement suggestions are put forward: 1. The Human Resources Department will continue to communicate with our hospital for employees who have not officially joined the company. , to promote their ideological stability, strengthen their sense of identification with our hospital, and prevent the loss of personnel again. 2. Solve the staffing problem as soon as possible, promote the legal and reasonable employment of public hospital personnel who have not yet arrived at our hospital, and solve the worries of employees. 3. For special personnel, such as department directors and department heads, we can further improve their remuneration or add other benefits to encourage special talents to join the company as soon as possible. 4. Make arrangements for the spouses and children of some employees as soon as possible to prevent the loss of employees due to family factors that affect their inability to join the job. 5. For situations where the original unit does not release the employee and the file is blocked, a dedicated person can be sent to communicate with the original unit, and the labor department can also be communicated to encourage employees of our hospital to resign normally and join the company on time.

Finally, through this telephone return visit, the employees who have not yet joined the company can feel the hospital's affection for them, build a good emotional bridge between the hospital and employees, and reflect the humanized and scientific management philosophy of our hospital. , win the reputation of the hospital and win the hearts of the people.

Summary of Telephone Return Interviews [Part 5]

Due to the limitations of the actual situation, our school does not have home visits, but uses telephone return interviews instead. I think this is a very critical bridge: Today's children are mostly only children and lack effective communication with the outside world. Telephone visits can enhance the relationship between teachers and students, and allow teachers to grasp the latest learning status, and the communication opportunities with their parents are also greatly increased.

Level C1

The students who performed well in the return visit this semester include Chen Zhengnan, Lou Jiali, Fang Shengyu, Chen Zhijian, and Xia Xueying. There are many students with outstanding performance in this class. There are also a few students whose performance is not ideal, including Yu Liukai, Zhang Weiwei, Guo Yaying, and Yu Junhui. Another situation is that the performance of many students is not stable enough, and many times they cannot get through on the phone, especially during the first two return visits.

Level 2 K1

The telephone follow-up interviews in this class went relatively smoothly. Almost all students received the call, and this class responded relatively well. Some of them are particularly outstanding, such as Lu Shanshan, Xu Chong, Dong Chenhui, Lou Tingwei, Fang Linfang, Li Jiaqi, and Qian Shiyi. However, Qian Shiyi's home phone number was able to get through the first three times, but could not be reached the next few times. We also communicated in class, but in the end we could not get through. There were also a few people who gave poor answers: Ding Wen, Chen Hongze, and Zhang Jiakai.

Preparatory A1

This class performs well overall. There are students who are absolutely correct in every return visit, such as Chen Xiao, Shen Hongyu, Zhang Xinnan, Gao Xukai, Hu Fengying, Qiu Xiyue, The performances are all excellent.

But there are also some students who need to work hard, like Dai Kexing, Xu Yiheng, and Xu Juntao. There were many calls that could not be answered in the first two return visits, but things got much better after that, and everyone could be contacted unless they had something to do.

Preparation for B1

This class is developing in parallel with class A1. I feel that B1 is better than A1 without any selfish intention, and this is clearly reflected in the phone interview. . There were many outstanding students in this class during the return visit, so I won’t give examples here. The reason why B1 is better than A1 may be that the classes of B1 are always behind those of A1. When I was taking class B1, I learned from the experience of class A1 and corrected my shortcomings.

There are also some students in this class whose answers are not very good. Qi Chennan, Shen Linqi, and Zhu Lei have communicated with their parents. I believe they will make progress next semester.

Preparation for C1

The students in this class are all third-year students, and their understanding and mastery are better than A1 and B1, so most students answered well during the return visit. At the beginning, some students' answers were not satisfactory, but later they did improve. Next semester, we should raise some requirements for them and ask more questions about sentences and word spelling.

Preparatory B2

The overall performance of Preparatory B2 this semester is relatively good. The vocabulary and sentence patterns in this period have increased, but their understanding and expression skills have improved a lot. This is in line with their PEP learning also has a lot to do with it. According to the telephone return interviews, basically everyone can receive the call. From the answers, there are some gaps between students

Those who need to improve include Lou Qi, Tian Yanqing and Wang Yue, and others answered well. All are better.

Level 2 C1

Judging from the telephone interviews, the gap between boys and girls in the Level 2 C1 class is more obvious. Girls generally answer better, while only a few boys are better. of. There are fewer boys in this class, but most of them need to improve. The students who should communicate with their parents in the next period are: Qian Kai, Shen Hongbiao, Wang Kaichen, Wang Chengyang, Cao Dongdi, Zhu Weijie, Fang Yance, and Wang Qi. This class has always been quite active, and I will do more sentence spelling exercises and story teaching next semester.