Photo studio customer service interview skills (3)

10. Make sure the table is cleared only when the guests leave, otherwise it will give the guests a feeling of disrespect.

2. Guidelines for answering telephone calls

1. Do not let the company phone ring more than three times.

2. When you pick up the phone, you should smile and say in a spirited and energetic tone, "Hello, xx photo studio, my surname is XX, may I help you?" Let the guests feel the etiquette and vitality of the photo studio.

3. For example, when transferring to another department, the instructions are "Please wait a moment and I will transfer you immediately."

4. If you are looking for someone else, say "Please wait a moment, I will ask her to answer the phone right away."

5. If the person you are looking for is busy or absent, say "I'm sorry, she is busy or away now. Can you call me later or leave a call? I'll ask her to call you back. If it's business, or you tell me, I'll help." You handle it.”

6. Do not wait on the phone for more than 30 seconds. If you need to wait for more than 30 seconds, leave your phone number and call back or call again later.

7. Please wait for the call. You must cover the phone and press the spring to hold it. No loud conversations are allowed where the guests can hear you.

8. If the customer calls to check the photo or promises a call back, the customer must abide by the promise to call back so as not to affect the reputation of the photo studio.

3. Service mentality and standards when customers are satisfied

1. When a guest is dissatisfied in the photo studio, you should directly face the guest's dissatisfaction and not have an escape mentality.

2. Tell the guest, "We sincerely understand the reasons and problems of your dissatisfaction. If the reasons and mistakes are caused by the photo studio, we are willing to take 100% responsibility." It helps the guests understand the studio's sincerity in solving the problem, which helps restore calmness and smooth communication.

3. Listen patiently to the reasons for guest dissatisfaction.

4. No matter whether the guest is right or wrong, never say directly to him: "You are wrong." In order to avoid causing greater backlash among guests.

5． After understanding the cause of the incident, if it is indeed the studio's negligence, you must immediately admit your mistake, express your greatest apology to the guest, and then provide remedial measures in a fair manner to resolve the matter. (Remedial measures can be reported to the supervisor for evaluation)

6. If the reason is dissatisfaction due to misunderstandings by the guests (or guest factors), do not emphasize the things you disagree with at the beginning (that is, create an antagonistic position with the guests); emphasize first, and once you keep emphasizing the things you agree with , you should put yourself in the customer's position, understand his dissatisfaction, avoid getting into an atmosphere of controversy, and let the customer understand that you are all working hard for the same conclusion, so the difference between you lies in the methods, not in the Purpose.

7. When dealing with customer dissatisfaction and problems, the handler (service staff) should be calm and not have any antagonism with the guest, so as not to have a bad attitude and unclear thinking due to emotions, which will affect the handling results and the company's credibility.

8. Customer dissatisfaction may occur at any time or anywhere in the photo studio (if we make a mistake from the beginning). Whether it is making an appointment, taking pictures, selecting samples, or picking up items, any employee in the store or company will have their own problems. Responsibility, reduce customer dissatisfaction into parts.

When a guest makes a request due to dissatisfaction, you must not have the mentality of "this guest is really unreasonable" without listening and understanding in detail. In order to avoid creating antagonism and affecting the processing results and service quality, it is best to believe that they are sincere customers, even if they are prone to fraud. If you are willing to believe that they are sincere, upright and aboveboard, most of them will respond kindly.

Additional: Return visit

1. When the return call is answered, the service department staff should inform the guests that we are the after-sales service of the photo studio. What is my last name? I am calling you on behalf of the company to congratulate you and ask if your friends had any problems during the time when the photos were taken back. , how is the response? Wait, some very kind and polite language.

2. Things to note during return visits

a. Consider in advance whether it is convenient for the other party to answer the call. If the guest is at work, in a meeting, or taking a break, it is best not to disturb the guest.

b. If the other party reports that there is a problem, you must find a way to deal with it according to the situation and do not avoid it. You should be more patient and explain your apology to the guest and inform them of the outcome.

c. When making a phone call, you should maintain a sense of confidence and enthusiasm.

3. When the return visit reflects well, we should be very grateful for coming to the photo studio and tell the guests: If you have friends who take photos in the future, please introduce them to us. We will definitely and are willing to serve them.

4. After the return visit and congratulations, tell the guests that if they have a baby, they can come to the company to take some baby photos for free. We welcome you at any time. This gives the guests a good feeling and makes them feel that the management of the photo studio is really attentive and ready at any time. They are all welcoming customers so that they can better promote us and introduce more customers.