Accueil telephonique : 10 phrases types pour vous aider

Des messages d’accueil efficaces et personnalises sont essentiels au succes d’un centre d’appel. Ils pourront faire la difference entre offrir une experience client inadequate et aller au-dela des attentes de la clienti?le.

Voici donc une liste de 10 phrases type pour vous aider a reussir votre accueil telephonique et booster votre relation client !

1. Repondre a votre appel professionnel

Un message d’accueil reste constitue de des parties, a savoir les mots tampons, le nom de ce entreprise, le nom de votre service et votre nom.

Une phrase tampon peut etre du genre « Bonjour » ou « Bonjour, bravo d’avoir appele notre agence » dans le but de preparer le terrain pour l’appel. Toutefois, il s’agit d’une information moins importante que nos deux autres parties.

Par exemple, il pourrait etre preferable de suivre la phrase tampon avec le nom de ce boutique ou de votre service, puis la nom.

Afin que l’appelant suppose que vous alliez l’aider si vous lui repondez au telephone, sans que vous le lui demandiez, vous pouvez affirmer :

« Bonjour, (le nom de votre societe), c’est Andre du service (votre service). »

2. Mettre votre appel en attente

Souvent, vous ne pouvez pas repondre d’emblee a l’ensemble des personnes qui vous appellent. Di?s lors, assurez-vous d’effectuer savoir a les appelants pourquoi vous devez nos mettre en attente, demandez-leur s’ils peuvent patienter et attendez leurs reponses.

Mes appelants detestent qu’on un ordonne d’attendre sans i?tre capable de controler la situation. S’ils ne sont pas i  mi?me d’attendre, repondez a leurs besoins en un proposant des options, comme votre rappel.

Vous pourrez pourquoi pas leur reconnai®tre :

« Je vais devoir chercher plus d’informations a sujet dans notre base de donnees. Cela peut me prendre deux minutes. Puis-je mettre l’appel en attente ? »

3. Remercier l’appelant Afin de sa mise en attente

Lorsqu’un appelant est foutu en attente, ou lorsqu’il reste automatiquement place au sein d’ une file d’attente, c’est vraiment probable qu’il soit frustre. Le meilleur moyen d’apaiser une telle frustration reste de mettre l’appel sur une voie positive en lui remerciant.

Vous pouvez comme dire :

« Bonjour, merci d’avoir attendu. (nom de ce agence), c’est Andre du service (votre service) ».

4. Monogrammer l’appel

C’est une chose que nos equipes du centre d’appels negligent souvent. En realite, les individus aiment entendre leur nom. N’hesitez donc pas a l’utiliser pour donner 1 ton positif a l’appel.

Vous pouvez se servir senior friend finder match de une formule du genre :

« Bonjour (nom de l’appelant). Je m’appelle (votre nom), je serai heureux de vous aider. ».

Utiliser le nom d’la personne qui appelle et le dire correctement reste votre possible efficace de lui faire savoir que vous avez l’intention de l’aider. Cela indique a la interlocuteur que vous etes pret a prendre du temps pour lui rendre un delicieux service.

5. Empi?cher des excuses

Vous devriez aussi savoir que les personnes qui vous appellent veulent des solutions, gui?re des excuses.

Mais quelles paraissent les excuses qui derangent le plus les clients ?

Evitez par exemple les phrases du type « Nos ordinateurs paraissent au garage » ou « Desole, mais c’est notre politique ».

Vous devez prendre la responsabilite de l’ensemble des appels auxquels vous repondez et dire a vos appelants que vous avez l’intention de les aider. Vous devez egalement etre capable de les guider vers le bon service ou la solide personne qui pourra leur fournir une solution adequate.

Plutot que de dire a un client : « Ce n’est gui?re mon service », voila une meilleure facon de proceder.

Se servir de entre autres la phrase suivante :

« Bonjour (nom de l’appelant). Pour resoudre ce probleme, vous allez devoir parler a (nom en personne responsable). J’habite au departement service-client, ainsi, je peux vous mettre en relation. Au cas ou nous serions deconnectes, le numero du responsable reste (numero une personne responsable). Pouvez-vous patienter un moment ? »

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