客户服务跟踪回访

1、 Yet research has identified that . 而且研究已经证明qTelephone calls have 18 times the attention-capturing effect of letters qCustomers specifically in the premium segment expect to be contacted actively qCustomers in other segments are pleased when someone shows an active interest in them 其它部分的用户，当有人主动向他们表

2、示出对他们的兴趣时，他们会很高兴qA quick phone call often saves many unpleasant consequential problems- extending orders, discussing repairs . 快速地打个电话通常会省去很多不愉快带来的问题 工作定单内容增加，讨论维修内容qA personal invitation creates much more of a bond than contact by mail 比起信件上的联系，亲自邀请会创造更为紧密的纽带关系在吸引注意力的效果方面，电话比信件有效18倍特别是高档车部分的用户希望被主动

3、接触Make a note of the purpose of your call (“What do I want to achieve?”) on a blank sheetof paper 将你打电话的目的写在一张空白之上 ()Choose a suitable moment . 选择一个合适的时机. from your point of view (e.g. times when few customers visit) 从你的观点(如用户少的时候) (). from your customers point of view (lunch break, evening, before

4、vacation) ()Brief yourself on your counterpart 向对方简要介绍你自己 () (situation, problems, needs, aims, expectations.) (所处清醒、问题、需求、目的、期待等)Plan counter-arguments to potential objections by the customer对用户潜在争议准备解释理由 () (no time, not interested, too busy .) (没有时间、没兴趣、太忙等)A few simple hints that will help you to exploit the scope for active telephoningin a focused manner (2) 些许简单的暗示会帮助你集中精力来利用主动打电话的机会Recapitulate at the end 最后简要重述- “We have discussed .” 我