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Contact Us At: |
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+61-45 246 1970 |
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Advertisement: |
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Online Phone/Web/Mail Selling
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Service Group: Office Building
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Service Name:
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Online Phone/Web/Mail Selling
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Menthod:
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KAIZEN
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Taget:
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- To be honest communication with customer
- Always target to customer happiness.
- Alway target to our sells.
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Training:
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Make telephone according DMC procedures:- The telephone is a communication device. In normal face-to-face conversation a major component of communication comes from the body language that accompanies your spoken language. When using the telephone you are unable to see facial expressions and body language nor can the person on the other end of the line. However, communication is dependent on messages being transferred between people. These messages must be understood as they were intended. If they are not, then communication has not occurred.
- As you cannot be seen, when using the telephone, the quality of your voice takes on real importance. Rhythm, speed, volume and pitch all affect the meaning of what you are saying to the listener and how the listener interprets your message and perceives your attitude. Speak clearly and distinctly not too rapidly, but not so slowly that the caller becomes impatient. Sit up properly;it really helps your tone of voice and do not chew gum or eat food as you talk. Once the caller has identified themselves, use their name when addressing them.
- You also need to follow DMC procedures when making a call to a customer. You should introduce yourself and DMC. Identify yourself, let the customer know who you are and who you work for. Make sure the person you are calling has time to talk before you go on. If they are busy, set up a time to call back if necessary.
- To dial to customer:
- English: Hello, [Your name] speaking on behalf of DMC Corporation, good [morning] How are you today,...
- Vietnames: Alo, Dạ em là [Tên người gửi] làm việc tại Công Ty Ðang Minh.
- If you must put a customer on hold:
- give the customer a choice of being put on hold or having the call returned.
- explain why you need to put the customer on hold.
- check back periodically, to make sure the customer still wishes to wait.
- thank the customer for waiting.
- If you must transfer a call:
- check that the person about to receive the call is the right one to handle the problem, inquiry, etc
- tell customers who they will be talking to, and why the call is being transferred.
- if possible, outline to the person receiving the call a brief description of the reason for the call
- end calls appropriately, according to store/ enterprise policy
- allow the caller to hang up first
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Attached Document Or Third Parties Document:
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Our Service Improved Picture:
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For DMC's staff only (All stall must pass the tranning skill before start working):
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Progressing of Improved service:
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[On behalf of DMC Board Director, We say thanks to whom (Staff, Customer,...). who take all effort to help us built up or improved our ability, in order to serve our customer better]
Discussion forum: [Give us your idea]
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