Pulin Zhe Marketing Seminar- Customer service phone answering skills.docVIP

 PAGE \* MERGEFORMAT 8 Pulin Zhe Marketing Seminar: Customer service phone answering skills The focus of this talk Service experience Effective use of questioning techniques Effective Questioning Techniques Many people have this kind of experience Friends or customers with a regular phone, but never met, while a meeting, you will find that he (she) and you think of the entirely different. Why is this? - Because people have to imagine someone looks through the voices of the habit. If you speak without laughing, the other side of the handset to customers, if not see, they can also feel it. Therefore, you need to speak with wholeheartedly, regardless of whether the customer-facing. People have a habit, through a person’s voice to describe each other’s external image. This kind of habit for the customer service staff, particularly in terms of online phone service is essential. People have more than one face: the face is the appearance of the first appearance, the second face is a person’s word, the third face is his voice. As a customer service officer, your first two face is not important, while the third face is essential. You have to use the voice of this third face done very, very perfect, so do not feel the sound is really mellow, very kind. Felt through the sound you really could not help him. Is difficult to do this. In fact, many times when you need to facial expressions, body language, manifested in the handset side, and then the use of sound transmission through the handset in the past. Effective use of questioning techniques In the customer service telephone skills, the first one is the effective use of questioning techniques. Many people think that asking questions to customers in order to get an answer, but sometimes not. A lot of questions in the customer service is not the purpose is to get an answer, but for insight into the customer’s problem at that time, questions merely aims to provide customers with a vent channel only. Question the ben