Speak clearly and speak at an appropriate speed, so that customers can easily hear what they say on the phone, and speaking too fast can easily lead to customers not hearing clearly. Generally speaking, it is advisable to keep the speech speed at 120 words ~ 140 words/minute. Of course, it would be better if you can adjust your speaking speed according to the specific reaction of customers.

Second, the sound of laughter.

When we receive a strange phone call, subconsciously, we all imagine each other through the sound. If you don't laugh when you talk, the customer at the other end of the receiver can feel it even if he doesn't see it. Therefore, customer service must keep smiling when calling customers. The voice with a smile is the sweetest, most beautiful and most infectious.

Thirdly, emotional language.

The same words, expressed with different emotions, have different effects.

Fourth, a cordial and natural tone.

To put an end to impatient tone, we must maintain a good mental balance. And the tone of the return visit should be natural and peaceful. If you always talk to all your customers in the same tone and lack of change, not only will you feel listless during the return visit, but your customers will also sound sleepy or impatient. You should try your best to make customers feel that your voice is really soft and kind. Let the customer think that we can help him, even if it is only through telephone communication.

Fifth, control the rhythm of the conversation.

Customer service staff should decide their own rhythm according to the rhythm of customers' language, and it is best to ask customers questions skillfully and get the information we need from their answers. Let customers participate in our conversation involuntarily, thus making the whole conversation more speculative and tacit. Generally speaking, it is better to pause for a second or two every two sentences.

Sixth, the correct volume.

The volume should be moderate, not too loud.

Seven, professional and self-confidence.

As the saying goes: "An expert will know if there is one." Whether a customer service staff is familiar with the products of their own company, whether the language expression is professional, whether the pronunciation is professional, and whether the problem is handled professionally will leave a deep impression on customers. Whether the work performance of customer service personnel is good or bad and whether they have good professional quality will play a key role.

Eight. Concise communication

Before each call, quickly browse the customer's information, sort out your own ideas according to the information, and then you will be well informed and simple when you call; On the contrary, if you don't have a clear idea and say whatever comes to mind, it will make the other party think that you are rambling and disorganized, and it is inevitable to refuse to visit.