Work communication skills

This article is reprinted.

 

Whether your work is directly oriented to the customers of the company, or you need to provide support to colleagues in the company, it is very important to maintain a service attitude.
Are you in trouble because of poor communication?
Have you ever reduced the efficiency of your work because of poor communication?
Have you ever caused a crisis in your interpersonal relationships due to poor communication?
If so, you should know the following:

False surprise 1:
We will not be able to supply the goods until we receive the check!

Where is the error? This sentence sounds like a threat, indirectly indicating that you are skeptical about the customer's ability to pay.
However, in another way of thinking, in another way, it would be different if you don't have to simply say no to your tone of rejection, but rather a goodwill explanation.
You can show the other party that our company's policies cannot be changed, but you must show a friendly attitude.

The correct statement is:
We will supply the goods immediately upon receiving your check!

From this point on, we should see that the deny request should not go straight to indicate our own position, rather than saying "no.

2:
This is not my responsibility, and I am not responsible for it.

Where is the error? The customer calls in, even if it is not your Direct customer, it is also the company's customer.
After you answer this call, you represent the company. What you need to do is to solve the problem or provide help to the customer. Even if it is needed to be resolved by another person, the words should be friendly.

Correct statement:

The SIMITH in our company's XXX department can help you solve this problem. Please do not hang up and I will transfer it to you now.

Here we can see that it is easy to make a phone call to give the customer a thoughtful feeling.

3:
Sorry, you have been waiting for a long time.

Where is the error?
It's just you. It sounds very polite to ask you to give it back for the first half of the day on the phone, but the problem is, it focuses on waiting for this unpleasant thing. If you turn this thing to the positive side, the effect will be much better for anyone.
So why don't you praise the customer? Of course, we should take a good breath.

Correct statement:
Thank you for your patience.

We can see from here;
While praising each other, he expressed his sincerity and easily swept away.

4:
Sorry, I didn't reply to you in time, but I was too busy.

Where is the error?
Are you too busy to remember me? And I am waiting here? Who are the customers? So you pay attention to this customer?
Therefore, do not seek any reason. Do not tell the customer that I didn't bring my cell phone with me. Do not say that I have a meeting till now. The customer does not need to listen to your reasons.
You should focus on making phone calls.

The correct statement is:
Sorry, I should have called you back as soon as possible. I will immediately see how I can solve your problem. I will do my best!
Note: This is your 2nd chance. If you handle it well, you can recover the customer. Otherwise, you will ....

From this we can see that we should let the customer understand how much you attach to him, how much you attach to orders, and how much you will do to handle things well, there is no talk in the mall.

5:
I'm new here. I don't know.

Where is the error? You are a new employee. It is not an excuse for yourself. You are a normal employee of the company. Customers do not care whether you are new or old bird. What you need to do is to handle the matter well. If you really don't know how to handle it, let's talk about it and ask others what to do. Of course, to do this efficiently, the customer's time is precious. Of course, you do the same.

Correct practice:
You don't need to explain that you are new here. You just need to treat the customer with friendliness. Of course, you need to concentrate on how to handle this matter and you will know it next time.

You can see from here that you can treat yourself as a new person, and you cannot perform anything independently. This is not the case, so you must continue to accumulate.

Marked in red as what I used to appear ...-_-///

The Ministry of Human Resources is about to provide training and communication skills ~ Looking forward to ing...