How can we improve the affinity of the operator?

How can he be a successful operator? I don't know if you are engaged in customer service or sales operators, a successful operator, he (she) must have a keen sense of hearing, solid professional knowledge, clear thinking, feel the problems of others through the other party's voice and tone and make accurate judgments, strict requirements for themselves, professional and clear.

You have to learn to check your face and turn off your color.

First of all, pay attention to affinity, that is, the mood and tone cannot be infected by users, but also can infect users.

Sometimes the user calls ** and speaks very loudly, very impatiently, and even scolds people in it with a bad temper, if he is infected, he speaks loudly, and you are louder than him, just like two people are quarreling, there is no affinity. Therefore, answer with a smile, answer the user with a pleasant voice, and use it with patience and sincerity.

Households empathize.

Secondly, improve business ability and be a caring person. In the past, I thought that as long as the voice was good and pleasant, I could be a good operator, but in fact, if I want to be an excellent operator, I must not only study hard business skills, but also be a caring person at all times, and face thousands of differences.

Thousands of different user needs, relying only on the customer service system, sometimes can not be responsive, which requires us to pay attention to the accumulation in work and life, listen attentively, remember attentively, and be a caring person.

Clause. 3. Have good service communication skills. Every query carries a hope from the user, which contains the user's trust in you and your team, and we are duty-bound to face the user's trust.

Hello, how can I help you? ”

The pace of speech should be appropriate, the tone should be soft, too high will appear stiff, too low will be indistinct; Patiently listen to the user's statement, distinguish their voice, listen to their meaning, grasp the key point, and grasp the key. If you don't have good service communication skills, you may not get a simple problem.

Properly solved, the user will call ** again.

Suggestions: 1. Post and publicize everyone's performance every day, including indicators such as call volume, success volume, ranking, and working hour utilization.

2. Set incentive wages, and give different rewards for reaching different performance indicators, and the better the completion, the higher the reward. (For example: the number of successful is less than 1000, the promotion becomes 3 cents, 1000-2000, the promotion becomes 4 cents, 2000-3000, 5 cents, and more than 3000 7 cents).

3. Let front-line employees take turns to be trainers to enhance their sense of personal honor.

4. Team competition, the total performance of the comprehensive team, the team is ranked, and the top team is rewarded and the team leader is rewarded.

Brainstorming and changing the incentive method frequently, the efficiency will be continuously improved.

Operator? Let them practice speaking vigorously to the telephone poles and the sea.

Hello everyone! I am Wang Qiangrose from Peng Ping's class, and the title of my speech is ". Since I have been in the company for such a long time, for me personally, I have summarized the following points for being a good operator:

First of all: pay attention to affinity, that is, mood, and intonation is not only infected by the user, but also by the user. If the user answers ** when he speaks very loudly, very impatient, and even scolds in it when he has a bad temper, if he is infected, he speaks loudly, and you are louder than him, just like two people are arguing, how can there be a little affinity.

Therefore, dial ** with a smile, explain each business in detail to users with a pleasant and pleasant voice, and let users empathize with patience and sincerity. From the perspective of "anxious for what users are anxious about and help users need", "love, sincerity, sincerity and patience" are strung into a concentric circle, which is closely connected with the user's heart. Secondly, improve business ability and be a caring person.

Before, I thought that as long as the voice is good and pleasant, you can be a good operator, but in fact, if you want to be an excellent operator, you must not only study business skills hard, but also be a caring person all the time. In a work, when I recommended business for users, he asked another business knowledge, listening to her eager voice, I suddenly thought of which brochure I had seen, so I answered the relevant questions for him very well, he was very satisfied, and I also had a small sense of accomplishment in my heart. Therefore, in the face of a wide variety of users, it is not enough to rely only on the summary of work, but it is indispensable to pay more attention to accumulation in daily life.

Third, have good service communication skills. Every time I call, I have a hope that the user trusts us and our responsibility to do so. Patiently listen to the user's statement, argue and listen to their intentions, grasp the key points, and grasp the key.

If you don't have good service communication skills, a simple problem may not be properly solved, and users will keep asking, which damages the credibility of China Mobile. Well, for the sake of time, I'll stop here for today's speech! Thank you!

Wang Rose.

The most important thing for an operator is that he has a sweet voice, affinity, and a good temper, and nothing else.

The content is secondary, and the first thing to do when speaking is to have a sudden voice characteristic, clear pronunciation, and politeness and friendliness. Second, we should emphasize the supremacy of service, and the customer is God.

It's okay to stick to your true feelings and your own goals.