客服服务规范用语

客服服务规范用语 客服服务规范用语 一.开头语以及问候语 1. 三秒内接起来电,CSR问候语,“您好,工号XXX,很高兴为您服务,请问有什么可以帮助您,” 不可以说,“喂,说话呀,” 2. 客户问候CSR,“小姐,先生，,您好。”时,CSR应礼貌回应,“您好,请问有什么可以帮助您,” 不可以说,“喂,说吧,” 3. CSR应主动询问客户姓氏,当已经了解了客户的姓氏时,CSR应在以下的通话过程中应称呼,“某先生/小姐,请问有什么可以帮助您,”并适时称呼2次以上 不可以无动于衷,无视客户的姓名,也不要逐句带姓称呼过于罗嗦 4. 遇到无声电话时,CSR,“您好,请问有什么可以帮助您,”稍停5秒还是无声,“您好,请问有什么可以帮助您,”稍停5秒,对方无反映,则说,“对不起,您的电话没有声音,请您换一部电话再次打来,好吗,再见,”再稍停5秒,挂机。 不可以说,“喂,说话呀,再不说话我就挂了啊,” 二.无法听清 5.,因用户使用免提而，无法听清楚时,CSR,“对不起,您的声音太小,请您拿起话筒说话好吗,” 不可以说,“喂,大声一点儿,” their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 6. 遇到客户音小听不清楚时,CSR保持自己的音量不变的情况下,“对不起,请您大声一点,好吗,”若仍听不清楚,CSR,“对不起,您的电话声音太小,请您换一部电话挂来,好吗,”,然后过5秒挂机。 不可以直接挂机 7. 遇到电话杂音太大听不清楚时,CSR,“对不起,您的电话杂音太大,听不清,请您换一部电话再次打来好吗,再见,”稍停5秒,挂机。 不可以直接挂机 8.遇到客户讲方言CSR却听不懂时,CSR,“对不起,请您讲普通话,好吗,谢谢,”当客户继续讲方言,不讲普通话时,CSR,“对不起,请您找一个可以讲普通话的人来,好吗,谢谢,”。 不可以直接挂机 9. 遇到客户讲方言,客户能听懂CSR的普通话时,CSR应该在听懂客户所用方言的基础上,继续保持普通话的 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 达。 不可以转换成客户的方言 10. 遇到客户抱怨CSR声音小或听不清楚时,CSR,“对不起,,稍微提高音量，,请问有什么可以帮助您,” 不可以直接挂机 三.沟通内容 11. 遇客户因私来电找正在上班的CSR,CSR,“对不起,公司有规定,上班时间不允许接听私人电话,请您下班后再与她联系,谢谢您,再见,”或请其留下联系电话。 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 不可以直接挂机 12. 若没有听清楚客户所述内容要求客户配合重复时,CSR,“对不起,麻烦您将刚才反映的问 题 快递公司问题件快递公司问题件货款处理关于圆的周长面积重点题型关于解方程组的题及答案关于南海问题 再复述一遍,好吗,” 不可以说,“喂,什么,,你说什么,” 13. 提供的信息较长,需要客户记录下相关内容时,CSR,“麻烦您记录一下,好吗,” 不可以语速过快而没有提示 14. 遇到客户挂错电话,CSR,“对不起,这里是XX客户服务中心,请您查证后再拨。”(若有可能请根据客户的需求,引导客户拨打其它号码。) 不可以说,“喂,打错电话了,请看清楚后再拨。” 15. 遇客户想直接拨打本公司内部其它部门电话时,CSR,“对不起,您能否将具体情况和联系电话告诉我,我帮您联系好吗, 不可以说,“喂,说话呀,再不说话我就挂了啊,” 四.抱怨与投诉 16. 遇到客户投诉热线难拨通、应答慢时,包括电话铃响三声后才接起，,CSR,“对不起,刚才因为线路忙,让您久等了,请问有什么可以帮助您,” 不可以说,“喂,我也没办法,刚才线路忙啊,” 17. 遇到客户情绪激烈,破口大骂,CSR,“对不起,先生/小姐,请问有什么可以帮助您,”同时CSR应调整好心境,尽量抚平客户的情绪,若无法处理,应马上报告现场业务主管。 不可以说,“喂,嘴巴干净一点,这又不是我的错呀,” their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 18. 遇到客户责怪CSR动作慢,不熟练,CSR,“对不起,让您久等了,我将尽快帮您处理。” 不可以说,“喂,不好意思,我是新手啦,” 19. 遇到客户投诉CSR态度不好时,CSR,“对不起,由于我们服务不周给您添麻烦了,请您原谅,您是否能将详细情况告诉我,”认真记录客户的投诉内容,并请客户留下联系方式,提交组长或主管处理。 不可以说,“喂,刚才的电话不是我接的呀,” 20. 客户投诉CSR工作出差错,CSR,“对不起,给您添麻烦了,我会将您反映的问题如实上报主管,并尽快核实处理,给您带来的不便请您原谅,”并记录下客户姓氏、电话及复述投诉内容,如客户仍不接受道歉,CSR,“对不起,您是否可以留下您的联系电话,由我们的主管与您联系处理,好吗,”迅速将此情况转告现场业务主管,现场业务主管应马上与客户联系并妥善处理。 不可以说,“喂,这不关我的事,我不清楚,您挂××电话吧。” 21. 遇到无法当场答复的客户投诉,CSR,“很抱歉,先生/小姐,多谢您反映的意见,我们会尽快向上级部门反映,并在X小时之内(简单投诉)/X小时之内(复杂投诉)给您明确的答复,好吗,” 不可以说,“喂,我不清楚,您过两天再来电话吧。” 22. 对于客户投诉,在受理结束时,CSR,“很抱歉,XX先生/小姐,多谢您反映的意见,我们会尽快向上级部门反映,并在XX小时给您明确的答复。” 不可以说,“喂,没事了吧,您挂××电话吧。” 五.其他 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 23. 遇到操作界面反应较慢或进行相关资料查询时或需要客户等待时应先征求客户的意见,CSR,“对不起,请您稍等片刻,好吗,”在得到客户的同意后按静音或HOLD键,取消静音或HOLD后,CSR,“对不起,让您久等了。”静音或HOLD超过30秒需给予回应,“对不起,正在为您查询,请稍等” 不可以没有抱歉和感谢, 24. 遇到需要在线转接的电话应先征求客户的意见,CSR,“对不起,您的问题需要转接XX专席,请您稍等不要挂机,好吗,”在得到客户的同意后转接其他座席,并需确保被转座席接起并征得被转座席同意后方可完成转接。 不可以不征求客户意见强行转接,也不可不征得被转座席同意强行转接。 25. 遇到设备故障不能操作时,CSR,“对不起,线路正在调整,请您留下联系电话,稍后给您回电,好吗,”,等设备正常后及时与客户联系。 不可以没有抱歉以及后续工作, 26. 遇到客户询问CSR个人信息超出话术 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 时,CSR,“对不起,我的工号是×××号。”若客户坚持要求,可告诉客户公司规定只能通报工号。 不可以责怪以及不礼貌的直接挂断电话, 27. 遇到客户提出建议时,CSR,“谢谢您您提出的宝贵建议,我们将及时反馈给公司相关负责人员,再次感谢您对我们工作的关心和支持。” 不可以没有感谢或赞扬, 28. 需请求客户谅解时,CSR,“对不起,请您原谅。”或,“对不起,很抱歉。” 不可以没有抱歉口气, their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 29. 遇到客户向CSR致歉时,CSR,“没关系,请不必介意。” 不可以没有回应, 30. 遇到骚扰电话时,CSR,“对不起,您的要求不在我们的服务范围内,请您挂机。”若客户仍纠缠不休不肯挂线,CSR应将来话转接到自动台或报告现场业务主管。 不可以责怪以及不礼貌的直接挂断电话, 31. 遇到客户提出的要求无法做到时,CSR,“很抱歉,恐怕我不能帮助您,”或“很抱歉,这超出我们的服务范围,恐怕我不能帮助您。” 不可以说,“喂,不可能的吧。”或“不可以,完全不可以,” 32. 遇到客户向CSR表示感谢时,CSR必须回应,“请不必客气”或“不客气”,若客户进一步表扬,CSR,“请不必客气,这是我们应该做的或这是我们的 工作职责 党支部工作制度和职责国库集中支付中心工作职责安全生产工作职责分工财务部工作职责城市社区居委会工作职责 ,感谢您对我们工作的支持,随时欢迎您再来电。” 不可以以生活化的词语口气回答 33. 遇到无法当场答复的客户咨询,CSR,“对不起,请您留下您的联系电话我们查询后将尽快与您联系,好吗,” 不可以随意回答或自以为是的回答 六.结束语 34. 向客户解释完毕后, 应向客户确认是否明了,CSR,“请问我刚才的解释您是否明白/是否清楚,”若客户不能完全明白,应将客户不明白的地方重新解释,直到客户明白为止。 不可以说,“喂,听懂了吧,” their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development. 35. 通话终了时,应询问客户是否还有其它方面的咨询,CSR,“请问还有什么可以帮助您,”在确保客户没有其它方面的咨询后礼貌地说,“感谢您的来电,若有问题请再次来电,谢谢再见,” 不可以说,“喂,没事了吧,您挂电话吧。” 36. 遇客户通话完毕仍未挂机,CSR,“请问还有什么可以帮助您,”若客户仍未有回应,CSR,“对不起,我挂线了。” 然后过5秒挂机。 不可以直接挂机。 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons, effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.