an account manager in the department asked me how I felt, and I said it was hard. He smiled and said, Hard work is hard work. If you don't learn anything from these phone calls, you will have worked hard in vain. I thought thoughtfully, the manager lit a cigarette, and then slowly told me: you can look at anything from different angles, you can think it's boring and hard, then reject him, and finally work perfunctory; Of course, you can also correct your attitude, constantly sum up your work, learn, and then do better. He went on to say: some time ago, the provincial bank organized training for account managers in the province, one of which was the training of telephone interview skills. 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 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.

the manager's words are very reasonable. If you look at the problem from different angles, you will get different results. The biggest problem with this call return visit is that we call foreign users with local ordinary numbers, and others easily suspect us. This is normal. Even if I see a foreign mobile phone, I am not willing to answer it easily. Faced with this situation, I think we should pay attention to the following aspects:

1. Pay attention to specialized 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 not answering the words after the preface. Imagine if you receive a phone call: Hello, I am, uh, the customer service representative of the bank. Now we want to call you back. Well, it's about the credit card. Do you have time? Do you accept such a call?

2. cut in directly. In our return visit, we usually ask our customers 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 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 call, so after we simply accept ourselves, we will ask questions directly, and most people will accept them.

3. Speak at a moderate speed, not too loud, and ask questions softly. It is best to create a pleasant and relaxed telephone environment, which requires us to figure out the customer's psychology by ourselves, and then use appropriate language as easily as two people interview. At first, I was a regular, asking questions one after another. Later, someone couldn't stand it, so he said on the phone, Sir, don't talk like that. It's weird. Be casual! Hearing this, I smiled: Hehe, ok, I'm just asking.

4. After the return visit, don't hang up immediately, stop for 2 seconds and then hang up. The discordant click will greatly affect the customer's psychology.

5. 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 take a rest, relax and call again.

I just received a customer who didn't cooperate. Actually, it was nothing. He just suspected that I was cheating. In order to verify, he asked a lot of questions, but I couldn't answer them. In fact, I didn't receive any training and didn't know about the credit card business. I really couldn't answer them, so he decided that I was cheating, so he taught me a lesson on the phone directly. I was angry at that time, and I wanted to swear, but I couldn't. I just hung up.

In retrospect, I was actually confused at that time because I was suddenly asked so many questions. He just wanted to know how much information we had. If we didn't know anything, it might be fraud. If I explain it to him well, and then check with him the basic information such as the last four digits of his credit card number, home phone number and work phone number, I can stabilize him. Next, at least he will accept a return visit with a grain of salt, instead of lecturing others. So, this time I lost on inexperience.

I think I have gained two things from this telephone call. First, I have some skills in telephone interview. Now I am not in the department and can answer work calls well. The language is very professional! Today, the president of a branch came to the telephone department and wanted to postpone a work. It happened that the manager was not here. I knew that the work was urgent, so I told him what the manager meant, and told him that the task had been urged four times in one morning and needed everyone's cooperation. Finally, the president of the branch said that he would try his best to cooperate. Hehe, it's a bit Smith. An intern covered the tiger skin of the superior department and asked the president to cooperate with the work! Second, we can look at the problem from different angles, think about it, complain blindly and it's boring, and some of them just waste time. It's better to put ourselves in other's shoes, let our work and life broaden our horizons and give ourselves a bright smile.

4 summary of telephone call-back work for users of paginated websites

The total working time for preparing, visiting, executing and outputting reports before this visit was 2 days, with 13 visitors, 1 telephone calls and 6 effective visitors. I have also visited the users of Ziwei website before. Looking back on these two telephone return visits, I feel that I have a good effect on user communication, and I have made an effective correlation analysis of the users' problems afterwards. However, it needs to be improved in the following aspects:

(1) Preparation:

1. For data retrieval, it is better to make a detailed sample of data. This time, it is best to detail the choice of payment methods for users, so as to facilitate communication with users and user analysis before interviews.

2. Before the interview, it is not enough to analyze the specific situation of the user, so we should focus on knowing what the most important information is for this user.

3. The users are mainly users at the end of August and the beginning of September, and they are basically impressed with this website. If you get the user's permission in the interview, you can directly ask the specific reasons for the user's operation failure, instead of focusing on narrowing the distance between users. Because telephone interview is different from face-to-face interview, the users of telephone interview may have limited time and patience, and the main purpose of each returning user should be clear before the interview.

(2) during the interview: during the interview, the tone needs to be calmer and control your emotions. In short, thank users and encourage users. Keep a calm attitude, and further analyze the questions raised by users, so as to restore the user's operation process and operation psychology at that time.

(3) problem analysis: the suggestions for optimization and improvement after problem analysis are not good enough. In the future, it is still necessary to communicate with colleagues and product managers to find the best optimization suggestions. In addition, it is also necessary to analyze the relevant competing websites and analyze the best optimization suggestions.

(4)ppt writing:

1. The optimized suggestions in ppt writing need to be displayed with optimized pictures, not described in words.

2. Speak with data.

3. Get familiar with the basic ps operation as soon as possible.

4. The key point is to analyze the document structure and content clearly before writing, and then start writing.

5. Improve the efficiency of document writing.

summary of telephone call-back contents [part 2]

the total working time for preparing, visiting, executing and outputting the report before this visit was 2 days, with 13 visitors, 1 telephone calls and 6 effective visitors. I have also visited the users of Ziwei website before. Looking back on these two telephone return visits, I feel that I have a good effect on user communication, and I have made an effective correlation analysis of the users' problems afterwards. However, it needs to be improved in the following aspects:

(1) Preparation: 1. Data retrieval. The smaller sample data should be as detailed as possible. This time, it is best to be able to detail the choice of payment methods for users, so as to facilitate communication with users and user analysis before interviews.

2. Before the interview, it is not enough to analyze the specific situation of the user, so we should focus on knowing what the most important information is for this user.

3. The users are mainly users at the end of August and the beginning of September, and they are basically impressed with this website. If you get the user's permission in the interview, you can directly ask the specific reasons for the user's operation failure, instead of focusing on narrowing the distance between users. Because telephone interview is different from face-to-face interview, the users of telephone interview may have limited time and patience, and the main purpose of each returning user should be clear before the interview.

(2) during the interview: during the interview, the tone needs to be calmer and control your emotions. In short, thank users and encourage users. Keep a calm attitude, and further analyze the questions raised by users, so as to restore the user's operation process and operation psychology at that time.

(3) problem analysis: the suggestions for optimization and improvement after problem analysis are not good enough. In the future, it is still necessary to communicate with colleagues and product managers to find the best optimization suggestions. In addition, it is also necessary to analyze the relevant competing websites and analyze the best optimization suggestions.

(4)ppt writing: 1. The optimized suggestions in ppt writing need to be displayed with optimized pictures, not described in words.

2. Speak with data.

3. Get familiar with the basic ps operation as soon as possible.

4. The key point is to analyze the document structure and content clearly before writing, and then start writing.

5. Improve the efficiency of document writing.

summary of telephone call back [3]

Time flies, and I have been in Mingyi Dairy for more than two years, and I have been engaged in customer call back and baby hotline consultation in customer service department. Looking back now, it's like what happened yesterday when I applied to our company's customer service department, but during this time, I learned a lot and matured a lot.

Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. In fact, it is not. The customer service staff in the infant dairy industry also need to know a lot of knowledge, such as nutrition, baby-rearing and communication skills. The process of doing this work will also affect their personality and improve their psychological quality. No matter what major you have studied before or what kind of work you have done, you should learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.

It is a must for every nutritionist in the customer service department to make regular health return visits to the new and old customers of Mingyi. Facing the repetitive work every day, our nutritionists should do their own work well. First of all, we should have a patient and sincere working attitude. In this information age, the market competition is fierce, and it is not surprising that competing companies will also pay a telephone call back to customers. Many customers may receive one or more return visits every day. How can we make them interested in our service?

first of all, we should understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by the other party. A weak or expressionless conversation may result in ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind, so that the distance between us and our customers is closer. Also, in the process of communication, we should grasp the topics that customers are more concerned about, and give customers the most cutting-edge information according to their babies' different months and seasons, such as hand, foot and mouth disease. The latest parenting information and the fastest information trends, giving special feeding guidance.

Compared with telephone call back, answering the 4 hotline has made me more patient, and in terms of personality, it has also made me throw away my previous anxiety and immaturity. Many times, I can't bear the emotional venting of customers at first. My emotions will also be excited with customers' scolding and even swearing, and sometimes I will raise my voice.

I remember one time, which I still remember vividly, when a male customer called and answered the phone, it was a fierce "barrage". The company is doing activities in the local area, and after purchasing a certain number of products, there will be a gift. At that time, the sales staff informed that the gift was temporarily distributed out, and an iou was given, which will be replenished later. But when I came back, I saw that my friend also participated in the activity, but he was able to get the gift, so the male customer went to the supermarket without asking about the situation. In the process of communication, he kept repeating how noisy he was when he went to the supermarket, and how to destroy Mingyi's reputation if he couldn't get the gift right away. I have always stressed the need to use force against the shopping guide, and I have repeatedly confirmed who is answering this call here. The more customers talk, the more excited they are, and their emotions are out of control. They say that if they don't get the gift again, they will come to the company to find trouble, and the end will be the same as the shopping guide. Because I was very worried and angry, my voice at that time became very stiff and my voice became louder. I couldn't say anything I had brewed. I had been trying to persuade him not to go to the shopping guide, and the other party didn't listen to the explanation at all. At the end of the phone, I was confused about the key points. Not only did I suffer indignities, but I didn't calm the customers' emotions. Afterwards, under the leadership's prompt and guidance, I realized the improper handling of the incident, which made me realize that the most basic condition as a customer service staff is to deal with all kinds of complaints from customers calmly and rationally.

gradually, I learned to think from the customer's point of view, put myself in the other person's position, and put myself in the other person's shoes, so as not to intensify contradictions. In many cases, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as what customers express. We should keep a calm mind, first learn to listen patiently and placate customers, understand the ins and outs of the incident, and make a concrete analysis with customers, so as to solve the problems reflected by customers as soon as possible. When I meet unreasonable customers, I should also learn to analyze and sum up experience with my colleagues and encourage each other. On the one hand, I can relax myself, and on the other hand, I can let my colleagues be prepared and solve problems for customers as soon as possible to prevent entanglement. In many times of tempering, we are all growing and maturing slowly, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and wanted to cry, and we have been angry and wanted to vent. However, we have not been discouraged and given up in the end, and tempering is the most important driving force for success.

The market of Mingyi is getting bigger and bigger, and more and more customers choose Mingyi, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. Therefore, we used our spare time to learn about infant feeding, baby growth and early education, pregnant mommy books, and consult related maternal and child websites to enrich ourselves. And then customers call the hotline, seeking not only the guidance of feeding knowledge, but also more complaints and suggestions about the content, products, activities and service attitude of the market in the future. We will do better after continuous charging.

Our customer service department has the largest number of employees in the logistics department. In this big family, we feel the care of the leaders and the unity of our colleagues. In this big school, we have exercised ourselves, improved ourselves, learned from each other and exchanged ideas with each other. More importantly, we are also the window of the company. We must constantly improve and keep pace with the company's progress. I believe our customer service department will become more and more outstanding.

summary of telephone call-back contents [article 4]

in order to strengthen communication with doctors in all positions in our hospital and understand their thoughts, life and study, we called back to doctors in all positions of undergraduate and junior college to better understand the ideological trends of employees in our hospital and some problems discounted before they joined the company.

I. summary of the survey

The number of telephone call-back visits this time is 14.