10086 service etiquette

With such a high workload, 10086 employees will naturally feel that they have received more complaints than the service hall, in other words, the pressure will be greater. Below I will sort out the service etiquette about 10086 for you, hoping to help you!

10086 service etiquette

First of all, customer awareness

1, the source of doubt

The reason for the general customers' complaints is that they have received a short message reminding them of charge deduction from port 10086. Yes, use port 10086. You are a unified foreign service hotline. Which number do you use instead of this number?

From the port point of view, it is easy for customers to think that 10086 has done a good thing. Well, I'll trouble you then.

2. Excessive deification of media communication 10086

Due to years of publicity and promotion, the brand 10086 has been deeply rooted in people's hearts, and most media advertisements will end with the hotline 10086. Even the suffix of China mobile portal is 10086.cn, instead of chinamobiel.com, which even mobile employees can't remember clearly.

Under this kind of education, 10086= China Mobile.

There are not a few customers who have such cognition. This advertising method deifies the responsibility of 10086 in order to promote the brand and weaken the channel differences, which indirectly leads to higher psychological expectations of customers.

3. SMS guidance

Even an ordinary short message, according to the template sent by Mobile, the last sentence will inevitably say: If you have any questions, please call 10086 for consultation. Undoubtedly, this kind of guidance has also become problematic.

Later, mobile phone text messages were also refined. Controversial text messages are either not sent or sent, so this sentence is not added. However, customers are not fools. After so many years of training, they are used to it. If anything happens, it is no problem to call the hotline 10086.

Maybe you have seen the short message sent by 10086 to guide customers. If you are not clear, please go to the service hall to inquire about such words.

According to a marketing colleague, after so many years of channel communication, many customers still don't know that 10086 has the same function as the service hall.

Excessive deification of media communication 10086

Due to years of publicity and promotion, the brand 10086 has been deeply rooted in people's hearts, and most media advertisements will end with the hotline 10086. Even the suffix of China mobile portal is 10086.cn, instead of chinamobiel.com, which even mobile employees can't remember clearly.

Under this kind of education, 10086= China Mobile.

There are not a few customers who have such cognition. This advertising method deifies the responsibility of 10086 in order to promote brands and weaken channel differences, which indirectly leads to higher psychological expectations of customers.

Second, psychological expectations.

4. Differences in customer expectations

How big a service hall is and how many people there are, customers can see it, because the resources are there at a glance, so when the service hall complains about problems, at least it has certain psychological expectations, knowing that some things can't be solved, so it will be relatively tolerant when complaining.

If it is changed to 10086, there will be no such treatment, because 10086 is impossible for the complaining customer to know except a number. They can't know the scale of 10086 and the rights and interests of employees.

They only know that except 10086, asking the time, buying a mobile phone to check the quality of the mobile phone, and 10086, they can all consult the complaints. What else can't I do? This is a universal machine.

As the saying goes, the greater the hope, the greater the disappointment. If your needs are not met, you will naturally lose your temper.

5. Differences in customer preferences

Due to the asymmetry of channel communication information, the handling methods of the same customer complaint will be different. For a simple example, the service hall and the 10086 channel have long been handled differently.

For Monternet's fee deduction, you may not get the fee reduction by rubbing your mouth in the service hall, but when you go back from the service hall, pick up your mobile phone and dial 10086. Without 10 minutes, the other party will say: based on the service point of view, we will help you reduce the fee this time. . . ,

Look, it's simple. What's the problem in the future? Why wait in line in the service hall? Maybe it will be thankless in the end. I'd better call 10086. It's really convenient and quick.

Over time, customers' expectations for service will be different, and their appetite will be raised. If you let him lose weight, will he agree?

Therefore, channel information needs to be shared and processing methods need to be unified. Only consistent service methods can avoid subsequent troubles.

Third, the communication environment

6. The cost of losing your temper

If face to face, because there is a face lying there, even if there is a big problem, most people can control their emotions rationally. After all, there are others at the scene, but also take into account other people's feelings. No one wants others to think that they are a shrew. Only a few people really complained and flew into a rage in the service hall.

In another communication environment, dial 10086, and the result may not be like this. At this time, customers, perhaps alone or in a relatively private environment, do not need to deliberately control their emotions when facing complaints, and naturally have a greater chance to lose their temper because there is no environmental constraint or even too much moral etiquette.

7, the difference between the consequences

In the service hall, if a customer is too excited, in order to avoid affecting other customers' business, on-site management personnel may invite customers to communicate in another environment (such as VIP service room).

If the customer has excessive behavior, such as vandalism, physical conflict with employees, etc., the service hall will inform the public security organs to intervene. No matter how thick the customer is, it is impossible to complain back to the service hall.

But if this situation is changed to telephone communication, the consequences will not be so serious. If customers complain and are not satisfied with the results, some customers may choose to growl and ask the higher level to deal with it immediately. Then, if all kinds of means are ineffective, they will not hang up, and even after being politely hung up by employees, they can call again to complain.

Even if you have a perfect shielding mechanism, at least in the short term, customers want to access labor, there is still a great chance to complain again.

In this case, maybe the customer will think, what am I worried about? Just call or call again to complain. Under this premise, can complaints not easily arise?

From another perspective, the customer complaint management mechanism of 10086 needs to be improved.