The first step of successful customer return visit is to know the identity of the customer (name, age, gender, etc.). ) and purchased accessories (purchase time, variety, value, etc. ), and make targeted material and psychological preparations.
The second step of successful return visit to customers: choose the return visit time pertinently, and don't return visit when customers are busy or resting. The general return visit time can be set to 18: 00-20: 30 pm. The third step of successful customer return visit: politeness and sweet voice are the driving force to impress customers. For people on the other end of the phone, your voice is the only business card that marks your accomplishment and quality. You should adjust your mood before answering the phone. The smiling person on the other end of the phone can be felt by the other person through the voice. Pay attention to polite greetings, tone and rhythm control, and avoid giving others a cold, business-like attitude. Finally, you might as well add a greeting to let the other person feel the pleasure when you get help.
Second, the return visit standard terms:
Prologue: Hello, is this Ms/Mr * *? I am the customer service specialist of * * Co., Ltd. (not that I am a clerk. Let customers think you are professional). I'm sorry to bother you! Is it convenient for you to answer the phone now? (If the customer thinks it is inconvenient, please apologize and ask for a convenient time to contact and hang up. )
1. Did you buy * * * * * from our company on * * * (time)?
First of all, I would like to express my heartfelt thanks to you for choosing us. Are you satisfied with our products and services?
3. Remind customers of relevant precautions.
You bought expensive jewelry. In order to keep your jewelry fresh for a long time, can I introduce you to the precautions you usually wear?
According to the different types of jewelry they buy:
A: Diamond ornaments: "Please pay attention to wearing diamond ornaments and don't touch them. When doing heavy work, you should take off the diamond ring to avoid the deformation of the ring holder, and always check whether the diamond is loose and the claws are firm. In addition, diamonds are very lipophilic and easy to be contaminated with grease. When washing dishes, you should apply hand cream and take off the diamond ornaments. You can also come to our company regularly to enjoy free diamond inspection and maintenance services.
B: Yellow platinum jewelry: "Please pay attention to wearing it and check it regularly to avoid squeezing, collision and hooking, especially some hollow jewelry, and pay special attention to avoiding contact with acid and alkali chemicals such as mercury. You can also come to our company when you are free, and we will provide you with free jewelry cleaning service.
C: Jade ornaments: "Please be careful not to collide with hard objects when wearing them. In addition, always check whether the lanyard is worn and the inlay is loose. If found, send it back to the store for repair in time to avoid losses.
D: Inlaid ornaments: "Please avoid squeezing, bumping and hooking when wearing, avoid contact with acid and alkali chemicals such as mercury, and always check whether the inlaid claws are firm. In addition, you can come to our company regularly to enjoy free inspection and maintenance services.
E: Pearl ornaments: "The hardness of pearls is very low, so it is necessary to avoid the loss of luster on the surface of pearls due to friction. In addition, sweat and cosmetics can also damage the surface of pearls and lose their original luster. If it is contaminated by sweat stains, you can rinse it with clear water and then gently dry it with a soft towel.
F: Silver jewelry: The chemical properties of silver are not as stable as platinum and gold, and it often reacts with sulfur dioxide in the air to generate silver sulfide, which leads to the blackening of silver jewelry. So store it in the air when you are not wearing it. If it turns black, wipe it repeatedly with silver cloth or toothpaste, which will restore your silver jewelry as new.
Do you have any comments or suggestions on our service?
When exchanging vip cards for gifts, you can say: As a VIP customer of the company, in order to thank you, please come to our franchise store or counter to exchange points for a small gift at your convenience.
(When it comes to new goods, you can say: We have recently received a batch of new goods, * * * * * *, which feels very suitable for your needs. Would you please come to our franchise store or counter at your convenience? )。
(When there is a new promotion, we can say: Recently, we launched a * * * * * * * * *, the specific content is * * * * *. At present, the cost performance is very high. Would you please visit our franchise stores or counters at your convenience? )。
Let customers feel that we can bring them benefits by calling her, and look forward to our next visit.
5. Conclusion: I'm glad that you can take the precious time to accept our return visit, and at the same time send sincere wishes (have a nice weekend/holiday! Thank you very much for your support of our work. Thank you for bothering you. Goodbye. Wait for the client to hang up.
Third, how to face customer complaints:
If the customer is dissatisfied, apologize on behalf of the company first, show understanding to the customer, and give the customer the feeling of being recognized and valued first. Then invite customers to the company to further solve their problems when they are free. Record customers' complaints, opinions and suggestions in detail, feed them back to relevant departments in time, and further follow up customers according to the handling opinions of various departments. Don't give uncertain promises to customers when answering or calling, pay attention to the way you speak, and leave room for the subsequent handling of things.
For example:
1, * * Ms./Mr., thank you very much for your valuable comments (or suggestions). I will certainly convey your opinions (or suggestions) to the relevant departments. Please continue to support our company. With your support and encouragement, we will do better! Thank you. Have a nice day! Goodbye!
2.* * Ms./Mr., can you describe the specific situation at that time? * * Madam/Sir, can you talk about your hopes and requirements? * * Madam/Sir, please don't worry, it will be solved for you. * * Madam/Sir, do you think there is anything else I can do for you? Thank you for calling. Have a nice day! Goodbye!
3.* * Ms./Mr., I'm sorry for the inconvenience. We will reply to your question as soon as possible. Please wait a moment, * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *. We are deeply sorry for the inconvenience caused by this incident, and similar things will not happen again in the future. Thank you for your understanding and support, and thank you for your support to the company! Thank you. Bye!