8 Effective Techniques For Customer Service Personnel To Ask Questions

1, what are the pertinent issues? For example, like China Mobile or China Unicom's 800, 1860 service hotline, the customer may complain that the phone is bad when it starts.

Or, "the signal is always bad, it can't be received, or there is no indication on the screen." at this time, the customer service staff may ask, "what is your monitor when you turn on the machine this morning?" this is a specific problem.

What is the role of targeted problems? It enables you to get details.

When we do not know what the answer is, we will use it to find out some pertinent questions.

2, the problem of selectivity is also one of the closed questions, that is, the customer can only answer "yes" or "no". This question is used to clarify facts and find problems. The main purpose is to clarify facts.

For example, "did your friend turn on the phone when he called?" if he opened or did not open it, he might not know, and the customer could only answer yes or no.

3, understanding sexual problems refers to some questions used to understand customer information. When we understand the information people, we should pay attention to some customers who are more disgusted with this question.

For example, when you consulted, "when did you buy it", "when did your invoice come out", "what was the opening of the invoice," "who received it then" and so on, and the customer felt as if he was checking his account.

As a customer service staff, the purpose of these questions is to learn more information, which is very useful for customer service personnel.

But sometimes customers are unwilling to answer, so they are too lazy to answer.

"I forgot it," the customer would tell you.

Therefore, when we ask about sexual problems, we must explain the reason. "Please show your ID card, because you need to register", "please trouble you to enter the password, because...

"It's called understanding.

4, clarification is the correct understanding of what the customers are talking about.

Sometimes I exaggerate and say what a broken cell phone is, and the quality of the call is too bad to hear clearly.

There is a mobile phone store in Beijing, Zhongfu Telecom, which often receives such calls.

At this time, clarification is the first choice for customer service personnel.

Because you do not know what the quality of the customer is bad at this time, to what extent, you can ask: "what you said"

Very bad, what is it like? Can you describe it in detail? What kind of difference is it? "

5, consultation is a preliminary solution to inform customers.

"You see...

"Similar to this problem is called a question of consultation.

When you inform the client of a preliminary solution, let the customer make a decision to reflect the customer is "God". For example, the customer complains about the quality problem of the product. After listening to his statement, you need to tell him a solution: "if you are convenient, you can bring your machine over, maybe you need to stay here for a while.

This is my solution. "For example, you promised to change the customer, because it is within the period of the change of commitment period.

How to answer a customer? When a quality problem is found, the customer service staff often says to the customer, "well, let's change it for you.

Very few people say, "can I help you to retire, do you think so?" or "help you to return, do you think so?" why didn't he say the last sentence, because you know that the other side will agree.

Some customer service personnel at this time also need to show alms to customers, so ignore the use of the problem to end your service to customers.

6, service is also a very professional customer service.

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When should this question be used? Generally speaking, it is used at the end of the customer service process. What is its function? It is called exceeding customer satisfaction.

"Do you see anything else I can do for you?" when I go to a five star hotel with a higher grade, this sentence will often be heard.

People who are not trained usually do not say this.

The question of service is put forward to reflect whether an enterprise's customer service is a standard of high quality.

For example, to some low grade Samsung hotels, front desk staff have to open doors for customers.

After opening the door, the customer service staff went ahead.

And a higher grade hotel will allow customers to go first unless they are the baggage pick up staff.

This is the high standard of customer service, which is difficult to enjoy in ordinary places.

7, the open question is used to guide the customer to tell the truth.

For example, "can you talk about the specific circumstances at that time? Can you recall the specific circumstances at that time?"

8, the closing problem is to make a key restatement of the customer's questions, which is used to end the questions.

When the customer finished describing the problem, you said, "you mean to re replace the product, is that so?" this is a closed issue.