When you sit in your seat and start answering customer calls, your language should go from "free life" to "professional". At home, in front of a friend, you can express your personal character without any consideration. In the work environment, it is necessary to develop the logic of the appropriate expression of rhetoric, choice and pronunciation. The clarity of the biting words and the accuracy of the words should be comparable to the announcer, but most of the time the announcer does not read the manuscript or develop a unified expression for the general audience. As an agent representative, you are faced with individuals who have different callers, different personalities, moods, and expectations. You must have personalized communication and communication, and you must master many common expressions and techniques. Let's take some examples below. The use of language in this language is similar, but because of the different ways of expression, customers will have different feelings and influence their relationship with you as the other party and the company you represent. 1. Choose positive words and methods When maintaining a positive attitude, communication language should also try to choose words that reflect positive meaning. For example, to thank customers for waiting on the phone, the common saying is "I am sorry to keep you waiting." This "sorry for a long time" actually strengthens the feeling of "waiting for the other party" in the subconscious. A more positive expression can be "Thank you for your patience." If a customer asks for a few questions about a product, you want to express your expectations that the customer will really solve the problem, so you said, "I don't want you to repeat the same mistakes." Why should you remind this unfortunate "overriding"? You may wish to express this: "I am confident that this issue will not happen again." Is it more pleasing? For example, if you want to give your customers confidence, they say, "This is not worse than the last problem." According to our above ideas, you should change the saying: "This time is better than the last time," even customers. This time it’s really a bit of a hassle. You don’t have to say “your problem is really serious.†Isn’t it better to say a different way: “This situation is a bit different.†Can you understand the difference now? Here are more examples: Idiom: The problem is that the products are sold out. Professional expression: Due to high demand, we are out of stock for the time being. Idioms: How do you always have problems with our company's products? Professional expression: It seems that these problems are very similar. Idioms: I can't give you his mobile number. Professional expression: Do you ask him for his mobile number? Idioms: I don't want to give you the wrong advice. Professional expression: I want to give you the right advice. Idioms: You don't have to worry about this post-repair and bad professional expression: you can use it after the repair. 2. Make good use of "I" instead of "you" Some experts suggest that "I" should be used instead of "you" in the following examples. The latter often makes people feel that they have a finger pointing at each other. Idioms: What is your name? Professional expression: Excuse me, can I know your name? Idioms: You must. . . . . . Idiom: You are wrong, not like that! Idioms: If you need my help, you must. . . . . Idiom: You are not doing it right. . . . . . Idioms: Listen, that's not bad, all systems work like that. Idioms: Note that you must do it today! Idiom: Of course you will receive it. But you must give me the name and address. Idioms: You didn't figure it out, I heard it this time. 3. Maintain the image of the company in front of customers If a customer calls you to a call and complains about the treatment he received in the previous department, you have heard such complaints more than once. What should you say in order to express your understanding of the customer? "You are doing a good job, this department is very bad." Can you say that? The proper expression is "I fully understand your hardships." Another type of customer requires the company to be unable to meet, you can say: "Sorry, we have no solution yet." Try to avoid a hand that is not very polite (of course the other party can't see): "I can't help." When you have the possibility to think of something for your customers, rather than saying, "I will give it a try," why not be more active: "I must do my best." If someone asks for a discount or a price reduction, you can say, "If you buy 10 units, I can help you..." and avoid saying "I can't, unless...". Customer requirements are not permitted by company policy. Instead of saying "this is the company's policy", it is better to say: "According to the situation of the majority, our company is currently stipulated...". If the customer is looking for the wrong person, don't say "I'm sorry, I don't care about this." In another way: "There is someone responsible, I will help you to turn over." In addition, some expressions in dialects are not appropriate when applied in Mandarin. For example, the expressions of Shanghai or Hong Kong, Guangdong and Taiwan, such as "a mess" and "can't be", should not be brought to the normative expression of Putonghua. Language expression skills are also a university question. Some terms can be standardized by the company, but more are agents who are skilled in mastering and skillful use of expression techniques, so that the whole call process with customers reflects better customers. 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Professional expression: We have to do it for you, this is what we need.
Professional expression: Sorry, I didn't make it clear, but I think it works a little differently.
Professional expression: I am willing to help you, but first I need it. . . . . .
Professional expression: I got different results. Let's take a look at what is going on.
Professional expression: That indicates that the system is working properly. Let's take a look at where there is a problem.
Professional expression: I would be very grateful if you can finish today.
Professional expression: Of course I will send it to you immediately. Can I know your name and address?
Professional expression: Maybe I am not clear enough, please allow me to explain it again.
September 16, 2018