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呼叫中心致歉模板

客户服务不仅仅包括为顾客提供优质的体验,而且要保证他们对体验满意。很多客服在于客户打交道的过程中遇到过很棘手的问题,在这样的情况下,关键要让沟通进展顺利,重点解决冲突。要与客户建立友好关系,这两点必不可少。

致歉信

与客户相处遇到困难的原因

您的代理可能与客户发生冲突的原因有多种: 服务差、缺乏明确的信息、在购买过程开始时未能建立产品或服务的条款和条件、响应或交付延迟、或虚假指控和索赔。

这些情况中的任何一种都可能导致客户心存疑虑或沮丧。如果不以不以正确的方式解决,这些冲突将来可能会升级为更大的问题。

由 Marshall Field、John Wanamaker 和 Harry Gordon Selfridge(来源)推广的座右铭“客户永远是对的”只是在某种程度上是正确的。我们不是生活在 19 世纪(就像 Field、Wanamaker 和 Selfridge 所做的那样)。您的客户服务代理不必同意每位客户的意见并向不正确的客户道歉。但是,他们应该始终对客户的投诉做出反应。在本指南中,我们讨论了 道歉的话题——如何向客户表达歉意以及如何处理不同来源的冲突。

那么,您如何缓解与顾客的紧张关系并向客户道歉?让我们举例说明。

顾客-理解-视频-电话-功能-LiveAgent
有时候,一个微笑就是解决问题所需要的一切。立即试用 LiveAgent 的视频通话功能!

呼叫中心致歉模板

呼叫中心道歉模板 – 为客服的糟糕服务道歉

Hello [customer’s name].

I’m really sorry to hear that our agent acted in the way you have described. I want you to know that such behavior is completely unacceptable and against our rules, the company’s mission, and beliefs.

I can assure you that this situation will be discussed with my line manager and will be escalated. Please accept my sincere apologies. You can be sure that this kind of situation will never happen again.

呼叫中心道歉模板 – 因某个问题缺乏足够的信息而道歉

Good morning, [customer’s name].

You are 100% right. Information about [the topic on which there was a lack of information] should have been presented to you before you [action taken by the customer that caused the issue].

We will be happy to cancel your [order/purchase/extra fee] and refund any expenses to your account.

Once again, thank you for letting us know about this issue. It will help us prevent any future misunderstandings. I have already passed this information to [name of the team responsible for this situation] and they are working on solving this issue as we speak.

呼叫中心道歉模板 – 为未能建立正确的产品或服务条款和条件而道歉

Hi, [customer’s name].

Thank you for reaching out and informing us about [information provided by the customer].

Our [Legal Team, for example] reviewed the Terms and Conditions of use of [product/service], and we must admit that you are right. The information enclosed in that document was neither precise nor fully compliant with local regulations. We are in the process of updating the document and will let you know once a revised version has been published.

Until then, please rest assured that we are treating this matter with the utmost concern and seriousness. We will inform customers impacted by this issue and review any case that has caused problems for our clients.

呼叫中心道歉模板 – 为回复延迟道歉

Hi, [customer’s name]!

I’m sorry that you had to wait for such a long time to receive a response from [company’s name]. This shouldn’t have happened, and I want to assure you that it was a one-off situation. What’s more, it’s completely against our internal standards and the service-level agreement our support agents have signed.

To make it up to you, I’d like to offer [something the agent can provide to the customer as an apology for the delayed response].

呼叫中心道歉模板 – 向出错的客户澄清情况

Hello, [customer’s name]!

Thank you for reporting that issue to our team. We have thoroughly investigated the problem with our [team’s name] team and it turned out that [ result of the investigation].

This means that neither [company’s name], nor any of our employees is responsible for the situation. The probable cause of the issue may include [list of reasons possible reasons for the problem]. That’s why we are closing your ticket/resolving your inquiry. We hope that you fully understand our decision.

If you have any questions or need help with any other issue, please don’t hesitate to contact us again using the communication channel that suits you best.

Ready to put our apology email templates to use?

LiveAgent gives you the power to design your own customer email templates, thus helping you to improve the customer service. Curious about all the opportunities?

常见问题

即使报告的问题不是公司的错,客服是否应该道歉?

客户与贵公司之间的每一种紧张局势都应作为一个单独的案例进行分析和处理。代理商应该将客户的福祉视为优先事项,但这并不意味着他们必须同意扔给他们的一切。您应该授权您的员工礼貌地反对客户,而不是期望他们对他们所说或所做的一切说“是”。因此,如果出现客户报告问题、将其升级(同时可能是粗鲁的)的情况,并且结果证明特定情况是客户的错,那么这应该由您的代理解决。代理(可能由经理支持)应与客户联系,澄清情况,清除空气,并在可能的情况下向客户解释公司将来将如何处理此类事件。

客服排名

客户服务可以挂断粗鲁的客户的电话吗?

不能,客户服务挂断粗鲁的客户是不可接受的,绝不能这样做。即使客户出言不逊,客服也应该尝试与他们交流,并试图找出问题的根源。客服应致力于与客户澄清情况并使他们平静下来。如果他们不能达成任何结论或协议,最好的办法是打断客户,通知他们将在另一个电话中继续对话,并提出一个日期。

此外,为了防止客服挂断客户,请确保客服都知道与客户的通话已被录音。这不是让他们害怕或感觉被控制,而是因为他们应该知道他们的经理可以随时返回录音,检查谈话的进展情况,并支持他们的团队成员与要求苛刻的客户打交道。

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{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Should an agent apologize even if a reported issue is not their or the company’s fault?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “You should empower your employees to politely disagree with customers instead of expecting them to say yes to everything they say or do. So, if there’s a case when a customer reports an issue, escalates it (and is perhaps rude at the same time), and it turns out that the specific situation is the customer’s fault, then this should be addressed by your agent. ” } }, { “@type”: “Question”, “name”: “Can a customer service agent just hang up on a rude customer?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “No, it’s unacceptable for a customer service agent to hang up on a rude customer and they must never do so. An agent should try to talk to a customer even if they are insulting and try to get to the bottom of the issue.” } }] }
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