Consulting skills in the service industry

My iPhone was flashed this week and I forgot my ID and password. In order to retrieve my password, I called Apple China's customer service number several times. The intro is very comforting.

To review:

1. Choose language, there is nothing to say about this.

2. The call will be recorded for evaluation and training purposes. (The version I hear most often elsewhere is: For the quality of our service, your call may be recorded. Carefully understand the difference between these two sentences. The former makes people feel more sincere and cordial.)

3. If you need to speak with our professional team, please wait patiently, we will serve you as soon as possible, thank you. (Showing their professionalism everywhere)

4. After finishing the call with the technical consultant, we hope to send you a text message containing a network link, asking you to participate in a short survey and give your feedback on our services Feedback, additional data charges may occur, if you would like to participate in the survey, please click one. (This section of the survey link is very cleverly placed before waiting to call the technical consultant. Firstly: it makes the waiting time less boring and listens to the same bad music. Secondly: all those who call at this time feel that there is something wrong. I asked for it from others, so it was easy to agree to the request. Then I made it clear that there would be additional charges, which made people feel sincere and reliable.)

5. Thank you for letting me find a technical consultant. to assist you. I will text you a survey shortly. (The four words "technical consultant" here make me feel very good. On the one hand, it makes me feel very professional, as if my problem can be solved immediately. On the other hand, although I also interacted with the machine in the front, I didn't feel It's cold. On the other hand, they usually use "human service" at this stage)

Now we have entered the stage of interacting with people, and the difference is very huge. I made three calls in succession, that is, I had conversations with three different technical consultants.

The second technical consultant impressed me very much.

When I first heard the words "technical consultant", the instinctive reaction in my mind was that it was a man. As a result, I heard a female voice and was a little stunned. The first one has a gentle voice and a gentle attitude. They guided me step by step to the stage of receiving the verification code on my mobile phone, but I never received it and I was stuck there. Because I had installed two cards at that time, she suggested that I hang up the phone first, then install a separate card, and try calling again.

After following the above steps I called a second time and received the most comfortable and emotionally comforting customer service I have ever experienced. Because I have to repeat what I have said before and answer questions again, I am very impatient. But she kept a gentle but firm attitude and said to me: I understand, but let's try again. Guide me step by step. The explanation of each step is very clear and concise, and it makes people very comfortable. For example, when opening a web page, she will say: "Please help me click somewhere on the page." I was led by her step by step to complete the operation. , the whole process was very smooth and comfortable.

The next day. Due to my own operating error, I needed to make another call. This time, a male technical consultant answered the call. There is no harm without comparison. It is much different from the one yesterday. First of all, he didn’t feel any emotion at all when he spoke. He was very mechanical and there was no comfort in the whole process. Secondly, The explanation is also unclear, as if he thinks I should know all the procedures, and I have to confirm it with him every time. Is that true? I waited for more than a day but still couldn't get the account and my phone couldn't be used. I was very worried about missing information, so I felt even more irritable. In the end, I was told that I would have to wait another day and hung up the phone helplessly.

The problem was later solved in my unintentional attempt. At the same time, I also gained inspiration during these three phone calls. I am also in the service industry, and I often face inquiries from customers. First of all, I should sort out those high-frequency questions and give a clear answer. This will also help improve work efficiency. Secondly, when faced with I try my best to answer any questions from the guests patiently. Sometimes I feel that I haven’t written it very clearly in the document? Still want to ask? But facing different individuals, since you are in this industry, you must maintain a good attitude.