Real Estate Customer Service Return Interview Techniques

1. The process of telephone return interview

Full preparation - greetings - self-introduction - explanation of intention - confirmation of matters - polite end

2. Telephone return interview Key points

1. Speak slowly and in a gentle tone;

2. Clear the return visit information with the customer (customer name, building number, return visit date, confirmation of return visit matters) and guide the customer to confirm the repair Content

3. Pay attention to the return visit time not to be too long and avoid customer rest time;

4. Use polite words at the end;

5. Do a good job Return visit record

3. Return visit words

1. Customer service staff: "Hello! I am the customer service staff of XX Real Estate. Are you Mr. XX, the owner of Room XX, Building X, Project XX?" (Ms.)?”

A: No: After confirming again, apologize to the customer and end the call;

B. Yes (go to 2)

2. Customer service Personnel: "Thank you for answering the phone. Today is × month × year After apologizing, ask for a convenient time before contacting you) → Sorry to bother you again. When is it convenient for you, can I call you again? (Record the time and call again), thank you very much for your support of our work! I wish you a happy life (say greetings on weekends and holidays: Have a happy weekend! Or wish ×× a happy holiday)! goodbye! )

B Yes (redirect to 3)

3. Customer service staff: We have repaired (complained about) the `×× part you reported on × month × day × month × day Arranged personnel to carry out repairs. According to the inspection feedback of our construction personnel, the ×× area can be used normally/has been repaired (ask according to the content of the complaint). Now we will make a confirmation return visit with you.

A. Yes, repairs have been made (satisfactory) → Polite end

Thank you very much for your support of our work! You are welcome to call our customer service hotline ×× at any time, and wish you a happy life (say greetings on weekends and holidays: Have a happy weekend! Or wish ×× a happy holiday)! goodbye! )

B. Repair has been carried out (unsatisfactory) (turn to 4)

4. Customer service staff: "Excuse me, which aspect are you dissatisfied with?" (Guide the customer to confirm the repair first Then ask the customer about the facts and record the reasons for dissatisfaction in detail. a. The maintenance effect remains to be seen. b. The maintenance effect is not satisfactory. c. The service attitude is not satisfactory. Make a flexible answer and judgment based on the customer's reaction. If necessary, arrange for maintenance personnel to come to the door. Re-inspect the repair effect)

Thank you very much for your support of our work! You are welcome to call our customer service hotline ×× at any time, and wish you a happy life (say greetings on weekends and holidays: Have a happy weekend! Or wish ×× a happy holiday)! goodbye! )