Customer service, after-sales service and oral expression skills

Customer service after-sales treatment and oral skills are as follows:

First, take care of customers' emotions and empathize with them

1, please don't be angry, I understand your feelings very well.

Don't worry, I'll try my best to help you solve this problem.

I'm really sorry to have caused you so much trouble. Don't worry, we will help you solve this problem.

Second, let customers feel valued and satisfied as much as possible.

1, I'm really sorry, you have been our old customer for many years, and this happened. Let you have a bad shopping experience, we will quickly verify the situation and give you a satisfactory answer.

2. We are very sorry, sir/madam. We attach great importance to every customer's shopping experience, and we will definitely improve your feedback in the future. I hope we can satisfy you.

You are our particularly important customer. Of course, we can't betray your trust in us, and we will definitely improve your feedback.

Responsibilities of customer service and after-sales service:

1, quickly grasp the company's new policies and new businesses, actively recommend the company's new products during telephone service, and urge customers to use the company's products;

2. Accept the business and customer complaint telephone number applied by customers, accurately record the complaint content, and timely generate electronic work orders for businesses that need assistance from other positions and forward them to the background group;

3. Communicate with customers through various channels (such as telephone, SMS, email, etc.). ) to achieve the purpose of service or sales;

4, do a good job in user consultation and complaint handling, do a good job in user's obstacle declaration and scheduling, and summarize and feedback user's suggestions and opinions;

5, answering the phone requires a mild tone, and the opening remarks are "Hello! Zhonglang Company ";

6, landline answering, promoting the company's products, not allowed to quote.

7. This hotline is specially opened for people who sell the company's products. If the phone call is from customers in various regions, directly tell the customer our residence and mobile phone number, or tell the customer that our company will transfer it to relevant departments for follow-up or other better methods;