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Português Kõnekeskus: kontakti lõpetamise/peatamise mallid
Kõnekeskuse kontakti lõpetamise/peatamise mallid. Selgitatakse, millal ja miks peaksite kõne lõpetama ning esitatakse kaks malli, mida saab kohandada vastavalt vajadusele.
Paljud kliendid soovivad telefoniteel ühenduda oma lemmmik kaubamärkidega. Klienditeenindusele keskendunud väljaandeid kuulutavad, et “telefonikõne on surnud”, mis on tegelikult lause 14. novembri 2010. (!) TechCrunchi artiklis. Ehkki autor lisas, et “surnud” all peab tehnikatööstus silmas sõna “languses”, mitu aastat ja uuringut hiljem, nagu ka see Forresteri oma, tõestavad vastupidist.
Siiski ei saa me väita, et muud klienditeeninduses kasutatavad suhtluskanalid, nagu näiteks vestlus, juturobotid või kiirsuhtlusprogrammid pole populaarsust kasvamas. Kuid see ei täehnda, et kliendid poleks enam huvitatud telefoniabist.
Alt leiate mõned näited suhtlemise lõpetamise/peatamise mallidest. Kasutage neid klientidega suhtlemise positiivsel viisil lõpetamiseks või pooleli jätmiseks.
Design your own templates
LiveAgent gives you the power to design<br> your own customer email templates.<br> Curious about all the opportunities?
Kõnekeskus: kontakti lõpetamise/peatamise mallid
Suhtlemise lõpetamise/peatamise mall 1
Hello, my name is [agent’s name], and I’m calling from [company/department/team] regarding your reported issue. Am I speaking to [customer’s name]?
[Customer confirms]
Perfect, [customer’s name]. I’d like to inform you that your ticket was resolved a few minutes ago. Everything [add a more detailed description of the issue/flaw/problem with an order] should work fine now. Please check and let me know if everything is okay on your end.
[Wait for the customer to answer]
[Customer’s name], because we found a solution to [issue/problem/technical flaw], I’m closing your ticket. It will be removed from the list of pending tickets, which you can access via the [company] dashboard. If you have any other questions or problems, I’m happy to help.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
Thank you for contacting us, and have a nice day!
Suhtlemise lõpetamise/peatamise mall 2
Hey! It’s [name] from [company/department/team] speaking. I’m contacting you regarding the issue with [product/service] that you reported [two days ago/one week ago/etc.]. I’m happy to inform you that the problem was resolved and we can close your ticket now. I hope that works for you.
[Customer confirms]
You can still check the history of this ticket and access any others that you have submitted. Just head to [website address], login into your customer account, and click on the “Support” tab in the menu section. If you need help with any other issue, I’m happy to help now.
[If the customer says that they don’t have any more problems, the agent can finish the conversation. If there’s another issue, the agent should act upon it].
If you encounter any problems with [product/service] later, you can always reach out to us via phone, live chat, or email.
Suhtlemise lõpetamise/peatamise mall 3
Hey there! My name is [agent’s name], am I speaking with [customer’s name]?
[Customer confirms]
Great, [Customer’s name]. I’m calling because I’d like to inform you that the request you submitted on [exact submission date and time] has been put on hold for now.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
It was paused because [the reason for the ticket to be paused, for example, the tech team is looking for the best solution and it may take longer than expected/many customers are experiencing the same issue and we would like to take some time to address this problem on a company level/your request involves the work of agents from a few different departments and we need a few more days to arrange things]. I hope it’s not a huge inconvenience for you.
[Pause to let the customer speak if they want to. If the customer doesn’t say anything, the agent can continue]
I promise that we will do our best to resolve this issue as fast as possible. I’ll also inform you about the progress of your request. Let’s stay in touch, okay?
[Customer confirms]
Once again, thank you for your patience, and talk to you soon.
Ready to put our closing/pausing contact templates to use?
LiveAgent gives you the power to design your own customer email templates, thus helping you to improve the customer service. Curious about all the opportunities?
Sotsiaalmeedia kaebuste vastuse mallid
Kliendikogemuse positiivsed elemendid on kiirus, mugavus, asjatundlikkus ja sõbralik teenindus. Tarnijatega suhtlemisel on suurimaks valupunktiks kiiruse puudumine. LiveAgent pakub klienditeeninduse tarkvara erinevate funktsioonidega ning integreerimist teiste süsteemidega. Lisaks pakutakse ka tuge ja kasutusjuhiseid. Kliendid hindavad kiirust, mugavust, asjatundlikkust ja sõbralikku teenindust ostuotsuste tegemisel. Klienditeenindajate pehmed oskused on samuti olulised. Vastused vihastele klientidele nõuavad kõnekeskuse vabandamise mallide kasutamist ja klienditeenindajate oskusi. LiveAgenti tarkvara, ettevõtte auhinnad ning sertifikaadid ning partnerprogramm ja VoIP telefonisüsteemid on klienditeeninduse tarkvara erinevate funktsioonidega.
Effective problem-solving in customer service involves three key steps: ensuring customers feel heard, responding promptly to their concerns, and compensating them for any shortcomings. It is important to actively reach out to customers and respond quickly to their complaints to maintain their loyalty. Additionally, using case report templates can streamline the reporting and addressing of customer issues.
Klienditeenindus on tarbijatele olulisem kui toodete kvaliteet ja hind ning kliendi rahulolu saavutamiseks on oluline kergesti ligipääsetav ja valmisolekus klienditugi. Klienditoe parimad tavad hõlmavad õige klienditoe tarkvara valikut, ühte ainukest kontaktpunkti, klienditoe automatiseerimist ja spetsiaalseid klienditoe rühmi. LiveAgent pakub funktsioone, nagu ettevõtte eesmärkide rakendamine ja tasuta prooviperiood. Klienditoe mallide kasutamine aitab ettevõtet ellu jääda ja vastata tarbijate ootustele.
Artikkel jagab nõuandeid klienditoe parimate tavade ning klienditeeninduse kaaskirja mallide kohta. Soovitused hõlmavad tõhusa klienditoe tarkvara valikut, protsesside automatiseerimist, spetsiaalsete rühmade loomist ning piisavate töötajate võimekuse tagamist. Klienditeeninduse kaaskirjas tuleks tutvustada end ning rääkida oma kogemustest ja klienditeeninduse oskustest. Oluline on lisada CV ja sertifikaadid.
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