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  • 使用呼叫模板与客户建立稳固关系

使用呼叫模板与客户建立稳固关系

大多数提供电话客户服务的公司都在使用不同类型的呼叫模板。如果您也想使用模板,为客户提供优质的客户服务,那么应该使用构思严谨的呼叫模板。

使用呼叫模板可以确保客服与外部客户的沟通前后一致,实现高质量的服务。要编写优质的客服模板,需要考虑一些公司和顾客比较关注的方面。

如何创建优质的呼叫模板

优质的呼叫模板应该包含以下内容:

  • 自我介绍。模板开篇应该是问候语,称呼客户的名字。第二步,每位客服都应该做自我介绍,介绍自己的姓名和职位,让客户的购物体验更加人性化和个性化
  • 自我介绍之后,应该询问顾客需要什么帮助。与顾客对话时应该平和、尊重,即使有些顾客在不满意的情况下会把气撒在客服身上,也不能乱了套。客服的工作就是要以平静的语气告诉客户会立马解决他们的问题
  • 每一种呼叫模板中都应该说明如果要顾客需要在线等候时应该怎样做。
  • 呼叫模板还应该包含与顾客沟通时的一般要求,比如使用什么语气,什么类型的语言(正式或口语),以及客服是否应该使用专业词汇、技术词汇或复杂短语等。所有这些都取决于顾客具体是谁。
  • 呼叫模板还应该说明如何应对棘手的情况
  • 最后,模板应说明如何结束对话。
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需要注意的一点是,客服在与顾客沟通的时候,绝对不能无礼或不耐烦。 假如顾客的语气已经很不好,客服应该礼貌地让顾客另找时间回电,或把呼叫转给其他能处理这种情况的同事。客服绝对不能与顾客争吵或是直接挂电话。

将呼叫模板保存在LiveAgent的知识库中
将呼叫模板和最佳实践方法保存在您的知识库中

宽容、礼貌的客户服务带来的好处远远大于斤斤计较或无礼的客户服务。 应时刻谨记,要建立坚固的顾客关系,必须要有同理心,能够理解他人,安慰顾客他们的问题能够得到解决,公司的工作人员会尽最大努力给予最好的帮助。接下来我们将列举一些呼叫模板的例子。

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建立稳固顾客关系的呼叫模板

建立稳固顾客关系的呼叫模板#1


Hello, my name is [agent’s name], and I’ll be assisting you today. Who am I speaking to?
[Customer answers]
Hi [customer’s name], please tell me what I can do for you today.
[Customer answers and describes their issue]
[Customer’s name], thank you for describing this problem so precisely. It’s really helpful to know all the details. Could you also tell me [agent asks an additional question(s) if applicable]?
[Customer answers]
[Agent proceeds with their duties, asks more questions if necessary, and follows the protocols provided for in that particular case. Then they inform the customer about the outcome] Thank you for your patience, [customer’s name]. Here’s what we can do for you…
[Or:] Your issue should be resolved within the next [X] minutes. We will send you an [email/SMS] confirmation and let you know once you can start using our service again. Can I help you with anything else? [Customer answers]
Thank you very much, and don’t hesitate to contact us again if you need any further assistance.

建立稳固顾客关系的呼叫模板 #2

Call center templates that build relationships #2


Hi, you have reached the [company’s name] call center. It’s [agent’s name] speaking. How can I help you?
[Customer explains their issue]
Can I ask who I am speaking to?
[Customer introduces themselves]
Thanks, [customer’s name]. Fortunately, it’s my [second/third/fourth] case like this, so I should be able to help you quickly. Just give me a few more details, and then it will take me less than [X] minutes to solve this problem. [Agent asks a few more questions and gathers all the necessary information. Then they proceed with the protocol and assist the customer].
[Customer answers questions]
Thank you for your patience and for answering all these questions. I’ve just updated our database with all the necessary information, and your [account/inbox/app…] should work perfectly now. Please test it while on the phone with me and let me know if it works.
[Customer confirms]
I’m delighted to hear that I was able to assist you so quickly. Is there anything else you need my help with?
[Then the agent either continues with assisting the customer or concludes the conversation:] Thank you for contacting us and having a great (rest of the) day!

建立稳固顾客关系的呼叫模板 #3


Hello, It’s [agent’s name] from the [company/department/team] speaking. What can I help you with today?
[Customer explains their issue(s)].
Thank you for providing me with all that information. It seems that you need assistance from our technical support team. Is it ok if I put you on hold for a moment to reach out to my colleague who specializes in technical support and then get back to you?
[Customer confirms]
Perfect. Please stay on the line, okay?
[Then the agent informs the customer about the next steps and plans another call to follow up on the conversation or redirects the call to a designated technical support team. They end the call with]: Thank you for reaching out to us. Get in touch with our tech support and remember that you can always reach us on this number [agent provides the number] to discuss any issues you happen to encounter with [product/service]. Once again, thank you for calling us and goodbye.

呼叫模板-常见问题

标准的呼叫模板应该有多长?

因为所有的模板都是根据对话情景创建的,所以不能给出一个长度标准。不过,在创建模板的时候,要尽量精准和准确。顾客希望得到您的帮助,而且是尽快给予帮助。根据行业标准,电话联系客服的顾客希望得到秒回。平均答复时间不能超过20秒。这并不是说客服需要在这么短的时间内解决顾客的问题,但至少可以令顾客感到有希望立马得到回应

呼叫模板中必不可少的句子有哪些?

首先,呼叫模板应该涵盖企业感兴趣的领域。满足这一点之后,可以采用一些有力量的词汇表达您希望传达的信息。比如:肯定、迅速、很好、推荐、开心、请、很棒、抱歉、当然、方便、关键等。

有一些词汇应该包含在每一个呼叫模板中,如: “需要帮助吗?”,“我怎样才能帮助您?”,“要回答您的问题…”,“您说的是不是()”,“我理解了您所说的意思…”,“我们能否一起(做/计划)”,“感谢您的耐心。”,“造成不便,还请见谅”,当然还有“谢谢”。

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