On the 2nd, we received a temporary task from the bank, and eight interns called the users whose credit cards were not activated in Yuedong10.3 million to pay a return visit, with only one purpose: to remind them to activate their credit cards.
We were called to the conference room that day, and Manager Guo of the Personal Credit Department gave us a brief introduction. He gave each of us a telephone callback script, and let us modify it according to the callback script for different customers, so as to achieve the most basic purpose: to remind users to activate their credit cards. If the customer has any questions, try not to pester him, and try to remind him to call the customer service hotline or local outlets for consultation. This can't be helped, because we are only interns who have just been internship for less than a week and have no customer service training. We don't know anything about credit card services, and we don't know if customers have asked. Another serious problem is that our telephone number is not the bank's standard external customer service number (like mobile phone number 10086), but the local ordinary telephone number is used for foreign users, and it is easy to be suspected of credit card fraud (later it turns out that this is correct because we are suspected on the phone every day), so we just ask some simple questions.
The area I visited is a part of Shantou, with 1927 households. It took me 10 days to make these calls. After a return visit, I found that these users basically have the following characteristics:
1. Because this kind of credit card is specially launched for civil servants, the users are basically working-class people in non-profit organizations such as government civil servants and teachers, and they live a well-off life in the local area.
2. The average age is over 30, and they are not very keen on credit card consumption, so most people are reluctant to open credit cards.
3. Most of the reasons why these people applied for credit cards were because CCB had business ties with their units, and some units took the lead in handling credit cards for civil servants. These people only deal with them to perfunctory superiors; Or you don't need it, but do it yourself when you see others; A small part of the rest was fooled by the salesman, did it in a muddle, and regretted it after doing it; Less than 20% really want a credit card. My classmate even got through to an old lady in her 60s and asked: What is a credit card? Someone sent me a card, and I can't read it ~ ~ ~
4. A considerable number of people don't believe in the telephone call back, doubt the telephone number, refuse to visit or refuse to answer, and many people mistakenly think that we are fraudsters and swear.
From the results of this return visit, we can probably see that the confusion of credit card business in some domestic banks is entirely to complete the business, regardless of the needs of customers. I heard that the CBRC recently stopped processing college student cards and raised the threshold for credit card processing. I think it is probably to rectify the domestic credit card market.
After the phone call, my deepest impression is: it's so difficult to be a customer service! It takes an average of two or three minutes for a phone call back (because we only ask three basic questions: have you received a credit card, and would you like to use it to remind you to activate the credit card method), plus one minute to register for dialing, including some calls that are denied access and cannot be answered. Generally, the phone call is two minutes. Eight hours a day, excluding rest and drinking time, it took me ten days to make 200 phone calls a day! Every day, I put the phone to my ear and repeat my speech. My ears hurt and my voice is hoarse. I often feel irritable in the middle of a phone call and hate that phone call, but I have to make a phone call, dial repeatedly, listen to the sound, and then say, hello, ~ ~ ~
I know that about 20% of my return visit was completed in this state. Although the purpose of our trip has been achieved, it is a very unqualified return visit on the whole. After I connected the phone, after a simple greeting, I asked questions directly, even omitting to ask the customer if it was inconvenient. Sometimes I even finish asking questions. I hung up directly after I finished my concluding remarks, leaving the other party with a discordant click ~ ~ ~
An account manager in the department asked me how I felt, and I said it was very hard. He smiled and said that hard work is hard work. If you don't learn anything from these phone calls, you will be wasting your time. I thought thoughtfully, the manager lit a cigarette, and then slowly told me: you can look at anything from different angles, you can feel bored and hard, then refuse him, and finally work half-heartedly; Of course, you can also have a correct attitude, constantly sum up your work and study, and then do better. He went on to say: some time ago, the provincial bank organized the training of account managers in the province, one of which was the telephone interview skills training. Telephone interview is very important for account managers. You have visited so many customers, what is the success rate? Why is it successful? Why don't customers listen to you? How should you pay a targeted return visit to your customers? These are all learned. Finally, he told me: After the phone call, you should sum up your experience and make great strides in the future.
What the manager said is very reasonable. Look at the problem from different angles, there will be different gains. The biggest problem with this phone is that we call foreign users with local ordinary numbers, and others will easily suspect us. This is normal. Even if I see a foreign mobile phone, I don't want to answer it easily. Faced with this situation, I think we should pay attention to the following aspects:
1, pay attention to technical terms. Professional and accurate customer service language can reduce users' doubts, so when we answer the phone, we must be accurate, and we must avoid the preface being inconsistent. Imagine if you get a phone call: Hello, I'm, uh, the customer service representative of the bank. Now we want to call you back. Well, it's about credit cards. Do you have a minute? Do you accept this call?
2, directly cut in. In our return visit, customers are usually asked if they are willing to accept it, but in order to reduce the number of people who refuse to visit, we have reduced this link. The first minute of a telephone interview is very important. If there is no effective information transmission in the first minute, customers will have resistance, not to mention our inexplicable phone calls, so we simply accept ourselves and ask questions directly, and most people will accept it.
3, the speech speed is moderate, the volume should not be too large, ask questions softly. It is best to create a pleasant and relaxed telephone environment, which requires us to figure out the customer's psychology ourselves, and then use the appropriate language as easily as two people interview. At first, I was a frequent visitor and asked one question after another. Later, someone couldn't stand it, so they said on the phone, Sir, don't talk like that. It's weird. Be casual! Hearing this, I smiled: Hehe, well, I'm just asking.
4. After the return visit, don't hang up immediately, stop for 2 seconds and then hang up. Discordant clicks will greatly affect customers' psychology.
Finally, it is about uncooperative customers. One word: forbearance. If he doesn't respect you at all, don't say anything, just hang up the phone gently, then have a rest, relax and call again.
I just received an uncooperative customer, but it's nothing. He just suspects that I'm cheating. In order to verify, he asked so many questions that I couldn't answer them. Actually, I haven't received any training and I don't know anything about credit card business, so I really can't answer them. So he decided that I was cheating and taught me a lesson on the phone directly. I was angry at that time and wanted to swear, but I couldn't help it. I just hung up the phone.
Later, I thought about it. In fact, I was very confused at that time because I was suddenly asked so many questions. He just wants to know how much information we have. If we don't know anything, it may be fraud. If I explain it to him, I can check his credit card number, home phone number, the last four digits of work phone number and other basic information with him, and then I can stabilize him. Next, at least he will accept a return visit with a grain of salt, instead of preaching to others. So, this time I failed because of lack of experience.
I think I got two things from this phone call. First of all, I have some telephone interview skills. I'm not in the department now, so I can answer the work phone very well. Language is very professional! Today, the president of a branch company came to the telephone department and wanted to postpone a job. It happened that the manager was not here. I knew the work was urgent, so I told him what the manager meant, and told him that the task was urged four times in the morning and everyone needed to cooperate. Finally, the president of the branch said that he would try his best to cooperate. Hehe, a little Smith. An intern is wearing the tiger skin of the superior department and asks the president to cooperate with the work! Second, we can look at the problem from different angles, think about it, complain blindly is boring, and some are just a waste of time. It is better to put yourself in the other's shoes, broaden your horizons in your work and life and give yourself a bright smile.
Summary of Fan's telephone return visit
In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the KPI assessment, I was rated as an excellent customer representative every month. In 2006, as an outstanding representative, I was sent to * * for affinity training. In 2006, I was arranged to go to ** 10000 for exchange and study. During this period, my suggestion was adopted by the leaders many times. Because of my outstanding achievements, I was rated as an outstanding employee in 20 14. I have a wide interest in entertainment. Love writing. Last May, a valuable advertising slogan was adopted in the solicitation of telecom product advertisements. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable and unreasonable. At the beginning of dialing the wrong number, the mood of every day will change with the things they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence and not be able to answer customers' questions correctly. Fan Wen wrote www.fwwang.cn, so I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone.
I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. In the customer's words, when I vouched for such a heavy word with my personality, I immediately said, Sir, I believe you ... and wrote down his personal ID number in detail, telling him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. To do a good job and think it over carefully, www.fwwan.cn needs time and effort to do it well. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes is by no means a statement of "Sir, I can understand your feelings", but a sense of responsibility and good judgment and execution are needed to truly realize customers' wishes and enhance the company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Understand the customer's psychology, let me understand from experience that I am sorry. I'm really sorry. It is not easy to arouse customers' disgust. It is more acceptable to say that we transfer it to the business department, or that we transfer it to the * * department (directly named department) to handle it for you than that we transfer it to the relevant department to handle it for you. Users will feel that it is not perfunctory.
I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.
If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, I have explored the work of the monitor for nearly two years, trying to find another flavor that can dissolve and melt the spicy taste brought by the front desk users. This is operator emotional management. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice and the best lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; Look, what is that? A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. That's an ant ball. An old man said; Ants are very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so I began to work hard for it: a cohesive team, like an ant ball, should be able to curl up together quickly, generate amazing strength, and finally get out of danger when it comes to danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the quirks of complainants. Wow, what can we do to prevent a lot of harassment to users?
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of sailing against the current. With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It's the sureness that the sky is falling and someone is carrying it together. In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, strive to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon myself and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.