Когато комуникирате с настоящи или потенциални клиенти, намирането на подходящ начин да завършите разговора е точно толкова важно колкото правилното започване. Всъщност, завършването на интеракцията по професионален, любезен и уважителен начин може да трансформира това, което е започнало като неприятен разговор, в положително клиентско изживяване и да остави клиента с добро крайно впечатление.
Според проучване на American Express, 68% от клиентите смятат, че приятният сътрудник обслужване на клиенти е ключов за положителното изживяване на клиента. По-долу сме събрали изпитани и утвърдени примери как да завършите разговор с клиент по професионален начин в различни канали за клиентско обслужване, за да се уверите, че клиентите ви винаги остават с положително впечатление от взаимодействието с вас.
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“Meanwhile, here are some actions you can take that may resolve the issue: […]. If these don’t work, I’ll get back to you within one business day with an alternative solution.”
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“[CUSTOMER NAME], it seems that you’re no longer responding. I will have to close the chat for now. If you still need my help, you can request a chat again. Thanks for stopping by.”
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“Are there any other questions I may help you with?”
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“Thanks for the shout out – I’ll get someone from tech support to look into it immediately!”
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“Happy to help! Give us a shout if you need anything else.”
Приключете разговора положително като попитате клиента дали има нужда от помощ с още нещо или го окуражите да се свърже отново с вас в бъдеще.
Можете да избегнете неудобен разговор като повдигнете маловажна тема или смените темата. Ако не желаете да обсъждате ситуацията, можете просто да кажете, че ви е неудобно да говорите за нея. Ако смятате, че трябва да приключите разговора, може да кажете, че имате друг ангажимент.
Недейте просто да завършвате разговора без да кажете нищо. Задължтелно благодарете на обаждащия се за времето му и му кажете, че ще изпратите последващ имейл ако изникне още нещо.
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Свободни сме в различни дни