Summary of Telephone Return Visit (3)

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.

4. Summary of telephone return visits of users of paging websites.

The total working time for preparing, visiting, executing and outputting the report before this visit is 2 days. The number of visitors is 13, the number of telephone visitors is 10, and the number of effective visitors is 6. I have also visited users of Wei Zi's website before. Looking back on these two phone calls, I feel that the communication effect is good for users, and I made an effective correlation analysis of users' problems afterwards. However, it needs to be improved in the following aspects:

(1) Prepare:

1, data retrieval, small sample data should be as detailed as possible. At this time, it is best to explain the choice of user's payment method in detail, so as to facilitate communication and user analysis before the interview.

2. Before the interview, it is not enough to analyze the specific situation of the user, so it is necessary to focus on what information the user needs to know most.

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

(2) Interview: During the interview, the tone needs to be calm and control your emotions. In short, thank the users and encourage them. Keep a calm mind, further analyze the questions raised by users, and 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, we should communicate with colleagues and product managers to find the best optimization suggestions. In addition, it is necessary to analyze the relevant competing websites and analyze the best optimization suggestions.

(4)ppt writing:

1, the optimization suggestions in ppt writing need to be displayed with optimized pictures, not written descriptions.

2. Speak with data.

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

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

5. Improve the efficiency of official document writing.

Summary of telephone call back [2]

The total working time for preparing, visiting, executing and outputting the report before this visit is 2 days. The number of visitors is 13, the number of telephone visitors is 10, and the number of effective visitors is 6. I have also visited users of Wei Zi's website before. Looking back on these two phone calls, I feel that the communication effect is good for users, and I made an effective correlation analysis of users' problems afterwards. However, it needs to be improved in the following aspects:

(1) Compilation: 1. Data retrieval. Small sample data should be as detailed as possible. This time, it is best to explain the user's choice of payment method in detail, so as to facilitate communication and analysis with users before the interview.

2. Before the interview, it is not enough to analyze the specific situation of the user, so it is necessary to focus on what information the user needs to know most.

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

(2) Interview: During the interview, the tone needs to be calm and control your emotions. In short, thank the users and encourage them. Keep a calm mind, further analyze the questions raised by users, and 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, we should communicate with colleagues and product managers to find the best optimization suggestions. In addition, it is necessary to analyze the relevant competing websites and analyze the best optimization suggestions.

(4)ppt writing: 1, and the optimization suggestions in ppt writing need to be displayed with optimized pictures, not written descriptions.

2. Speak with data.

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

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

5. Improve the efficiency of official document writing.

Summary of telephone call back [3]

Time flies, I have been working in Yi Ming Dairy for more than two years unconsciously, and I have been engaged in customer return visits and baby-care hotline consultation in the customer service department. Looking back now, it's like when I applied for the customer service department of our company yesterday, 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, the customer service staff in the infant dairy industry also need to know a lot of knowledge, such as nutrition, baby care, communication skills and so on. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must 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 customer service nutritionist to pay regular health visits to old and new customers in Yi Ming. Facing the repetitive work every day, we nutritionists should do our own jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?

First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. 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, such as hand, foot and mouth disease, according to the different months and seasons of the baby. The latest parenting information and the fastest information trends, give special feeding guidance.

Compared with telephone call back, answering the 400 hotline has made me more patient, and in character, it has also let me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.

I remember one time, still fresh in my memory, when a male client called and answered the phone, it was a fierce "barrage". Companies do activities in the local area, and there will be gifts when they buy a certain number of products. At that time, the sales staff informed that the gifts were temporarily distributed, and an iou was given, which will be replenished later. But when I came back, I saw 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 he would damage Yi Ming's reputation if he didn'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 answered the phone here. The more customers talk, the more excited they are, and their emotions are out of control. They said that if they didn't receive gifts again, they would come to the company to find trouble, and the end would be the same as the shopping guide. Because I was worried and angry, my voice became stiff and louder. I can't say anything I brew. I have been trying to persuade him not to go to the shopping guide, and the other party simply doesn't listen to the explanation. On the other end of the phone, I was confused by the point. Not only did I suffer indignities, but I didn't appease my customers. Afterwards, under the leadership's prompt and guidance, I realized that the incident was not handled properly, which made me realize that the most basic condition as a customer service staff is to handle all kinds of complaints from customers calmly and rationally.

Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible. When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.

The market in Yi Ming is getting bigger and bigger, more and more customers choose Yi Ming, 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. So, we used our spare time to study baby feeding, baby growth and early education, pregnant mommy books, and consult relevant maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only the guidance of feeding knowledge, but also the complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.

Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and communicate with each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.

Summary of telephone call back [4]

In order to strengthen communication with doctors in our hospital and understand their thoughts, life and study, we made a telephone call back to doctors in undergraduate and junior colleges to better understand the ideological trends of employees in our hospital and some problems of pre-employment discounts.

I. Summary of the survey

The confirmation telephone number is 140 (76 undergraduate students and 64 junior college students). Among them, 1 12 people paid a return visit, but 28 people were unable to pay a return visit, with a return visit rate of 80%. Among them, 99 people had a clear intention, and 12 people in the future, dismissed 1 person (due to age), stopped working 13 people, and did not answer the phone/kloc. * * * lost 40 people, the loss rate was 28.5%, the force majeure accounted for 20%, and the actual loss rate was 8%. Judging from the effect of telephone return visit, it shortened the distance between our hospital and employees and strengthened emotional communication with employees. During the return visit, the interviewed employees expressed their concern for the staff and humanized management mode of our hospital, expressed their expectation of participating in the work, and said that they would work together with everyone to make the hospital better, stronger and bigger in the future.

Second, the situation analysis

Of the 1 12 people who returned by telephone this time, 12 people (5 fresh graduates, accounting for 42% of the total number of people who lost their jobs) could not be determined. The main reasons for the influence through communication are: 1, fresh graduates wait for employment for a long time, and there is a four-month gap between graduation and formal employment, which leads to the vacuum stage of employment.

Choose employment first. 2, the original unit does not let people go, the original unit in order to retain the relevant rare talents, will choose not to go through the formalities, do not give files, so that personnel can not walk, can not move the state. 3. The original unit took relevant measures to retain the employee. The original unit retained the backbone members who decided to work in our hospital by improving their treatment and level, which made them waver or change their minds. For example, some department directors and key members who have decided to work in our hospital have wavered in their thoughts. 4. For family reasons, among those who have decided to work in the future, 1 people gave up working in our hospital because of taking care of children and the separation of husband and wife. 5. Worry about entry risk refers to those who have fixed jobs, but have not formally entered the job. Through analysis, these people are mainly worried about the working environment and whether the hospital can cultivate business skills.

Judging from the inability to pay a return visit, 1. Those who refuse to pay a return visit: During the return visit, they don't answer the call for several days. This kind of person belongs to a famous university in China. According to the possibility analysis, such people should be employed and should be classified as missing persons. 2. Empty number and downtime: Some people choose to fill in the non-existent number in the reserved number for some reasons, and classify such people as those who want to seek a better job, but are afraid that retaining real information may have a negative impact on their current job. For these people, we can choose to follow them and regard them as the talent pool of our hospital.

Third, improvement measures.

Through the analysis of this return visit, the following suggestions are put forward: 1. The human resources department continues to communicate with employees who have not formally joined our hospital to promote their ideological stability, strengthen their sense of identity with our hospital, and prevent employees from losing again. 2. Solve the staffing problem as soon as possible.

To promote the legitimate and reasonable employment of public hospital employees who have not yet come to our hospital and solve the worries of employees. 3. For special personnel, such as department directors and department heads, the treatment can be further improved or other welfare benefits can be added to promote the entry of special talents as soon as possible. 4. Do a good job in resettling the spouses and children of some employees as soon as possible, so as to prevent the loss of employees due to family factors. 5. We can send someone to communicate with the original unit if the original unit does not release people and the files are stuck, or we can urge employees to leave their jobs normally and join the company on time through the communication of the labor department.

Finally, through this telephone call back, the employees who have not been employed feel the feelings of the hospital for them, build an emotional bridge between the hospital and the employees, embody the humanized and scientific management concept of our hospital, win the reputation of the hospital and win the hearts of the people.

Summary of telephone call back [5]

Due to the actual situation, there is no home visit in our school, but a telephone return visit is used instead. I think this is a key bridge: most children nowadays are only children, and they lack effective communication with the outside world. Telephone call-back visits can enhance the affection between teachers and students, and also let teachers know the recent learning status, greatly increasing the opportunities for communication with parents.

First class C 1

The outstanding students returning this semester are Chen Zhengnan, Lou Jiali, Fang, Xia, and there are many outstanding students in this class. There are also several students whose performances are not satisfactory, such as Yu, Guo Yaying and Yu Junhui. Another situation is that many students are not stable enough, and often they can't get through the phone, especially during the first two return visits.

Auxiliary K 1

The telephone return visit of this class went smoothly, and almost all the students received the call. This class answered better. Among them, there are many outstanding representatives, such as, Dong, Lou Tingwei, Fang, Qian Shiyi and so on. However, Qian Shiyi's phone number was able to get through the first three times, but he couldn't get through the next few times. I also communicated in class, but I didn't get through in the end. There are also several people who can't answer well: Chen Hongze and Zhang.

Prepare A 1

On the whole, the class did well. Some students, such as Chen Xiao, Zhang Xinnan, Gao, Hu and Qiu Xiyue, who were completely correct in every interview, performed very well.

But some students need to work hard, such as Dai Kexing, Xu Yiheng and Xu Taojun. There were a lot of calls that couldn't be connected during the first two return visits, but it was much better later, except for business trips.

Prepare B 1

This class is developed in parallel with the A 1 class. I selflessly think that B 1 class is better than A 1 class, which is also clearly reflected in the telephone call back. This class has a lot of outstanding performances in the return visit, so I won't give examples here. The reason why B 1 is better than A 1 may be that the class of B 1 has been lagging behind A 1. I learned the experience of A 1 in the class of B 1 and corrected the shortcomings. Some students in this class didn't answer very well. Qi, Shen and have communicated with their parents. I believe they will make progress next semester.

Prepare C 1

The students in this class are all grade three students, and their understanding ability and mastery are better than A 1 and B 1, so most of the students answered well during the return visit. At first, some students didn't give satisfactory answers, but later they really made great progress. Next semester, we should put forward some requirements for them and ask more spelling questions of sentences and words.

Prepare B2

The overall performance of B2 Preparatory School this semester is very good. The vocabulary and sentence patterns have increased this semester, but their ability to understand and express has improved a lot, which is also closely related to their PEP study. Looking back at the phone, you can basically get a call, and you can learn from the answer.

There are some gaps between students, including Lou Qi, Tian Yanqing and Blair, which need to be improved. Others answered better.

Auxiliary C 1

From the telephone call back, the gap between boys and girls in C 1 class is obvious, and girls generally answer better, only a few boys do better. There are fewer boys in this class, but most of them need to improve. The next students who need to communicate with their parents are: Qian Kai, Shen Hongbiao, Wang, Cao Dongdi, Fang Yance,. This class is already active, so we should do more sentence spelling exercises and story teaching next semester.