This is the best team: from Ctrip to Home Inns, Hanting I

Chapter 22
(4) When the user has no voice in the CSR answer, you can say: "Sir/Miss, can you hear me clearly?"

(5) After the user consults a question, he cannot hang up immediately, but should ask: "Is there anything else that can help you?"

(6) When the user expresses his gratitude for your service, he should say: "You're welcome, this is what I should do."

(7) When the user's question is not clearly expressed, it should be properly guided with questions.As in, "You mean..., don't you?"

(8) If you realize that the explanation just now is wrong, then you should immediately apologize to the customer, sincerely accept the criticism from the customer, and do not use forceful words: "I am really sorry, my explanation just now is somewhat lacking, it should be..."

(9) If the explanation just now is not complete, you should tell the customer sincerely: "I am very sorry, please allow me to add a few more points to the question just now..."

7. When the user needs to wait during the query (1) When the user's query cannot be confirmed immediately, it should say: "Please wait a moment and help you query."

(2) When the user thinks that your efficiency is too slow while waiting, they should say: "I'm sorry for the inconvenience, I will deal with it for you immediately, please wait a little longer, please? Thank you!"

(3) Before continuing to talk after inquiry, you should say: "Thank you for your patience!"

(4) For questions that cannot be confirmed immediately after inquiry, you should record the user's full name and contact number before replying after confirmation, and say: "Sir/Miss, we need to inquire about your question at the relevant department. It’s been a long time, please leave your phone number, I’ll get back to you as soon as I make an inquiry, okay? Thank you!”

(5) After confirming the user's contact number, you should confirm again, "May I contact you at any time?"

8. When users are required to provide information (1) When issuing tickets, users are often asked for their name and phone number. It is not allowed to say directly: "Tell me your name and phone number." Instead, they should say: "Excuse me, what is the name of the passenger?" "May I have your phone number?"

(2) After asking, you should confirm with the user again, and you should say: "I want to confirm with you that the passenger's name is XXX, and the phone number is XXXX, right?"

(3) When asked about the input method of the user's name, please try to use commendatory words and avoid the use of derogatory words.In addition, when listing the names of celebrities, please try to use positive characters as examples and avoid negative characters.For example, with the word "李", you can ask "Are you Li Shimin's Li?" instead of "Are you Li Lianying's Li?" Don't let this happen: "Are you Li Shimin's Xiong?" or "Excuse me." Are you Pan Jinlian's Pan? "

9. When the customer's request exceeds your work authority (1) You must patiently listen to the customer's narration, and do not interrupt the customer's speech midway.

(2) You should clearly inform the reason and express your apology, and at the same time give the customer a suggestion to solve the problem or take the initiative to assist in solving it: "Sorry, Mr./Miss XX, this is beyond the scope of my authority, although I can't help you, But I will report the problem to the superior department immediately, do you think this is okay?" Ji: "I can't do it, there is no way."

(3) If the customer makes an unreasonable request, you should patiently explain it to the customer and seek the customer's understanding: "I'm sorry, Mr./Ms. XX, it is difficult for me to help you. Your request has exceeded the service scope of XXXX. Please understand !"

(4) As for the impolite words of individual customers, we should try our best to restrain and tolerate them, be reasonable, and not argue with customers. If necessary, please ask the supervisor to assist in handling it.

(5) If the customer apologizes to you for his rude words, you should say generously: "It's okay! Is there anything else that can help you?"

10. When the customer has finished consulting the business but does not want to hang up (1) After confirming that the customer has no questions to consult, you can politely remind the customer: "Sorry, Mr./Miss XX, if you have no other questions, you are welcome to call next time 95160, thank you for your cooperation! Goodbye!"

(2) If the customer makes harassing calls, you can calmly remind the customer: "I'm sorry, do you still need to consult any business questions?" If the customer still has no business questions to ask, you can treat the customer harassing calls as silent calls , you can say: "Sorry, I can't hear your voice clearly, please try another phone, thank you for calling, goodbye!" Pause for 2 seconds, then hang up.

11. How to reject the user's invitation (1) For the client's kind appointment, you can thank the client first, and then implicitly ask the client for understanding: "Thank you very much for your sincere invitation and your affirmation of my work, but I am sorry that I cannot I accept your invitation and hope to continue to receive your support in the future, thank you!"

(2) If the customer asks for your name, you can explain to the customer tactfully: "Mr./Ms. XX, I'm sorry, we only use the job number when we work, and I am XX."

12. At the end of the call (1) In the case of reservation or inquiry After confirming that the customer has no other questions, you should end the call like this: "Thank you for calling! Goodbye!"

(2) It belongs to the case of successful order. After confirming that the customer has no other questions, you should end the call like this: "Have a nice trip, thank you for your call, goodbye!" The customer will be happy to hear your blessing.

(3) If the order is unsuccessful, the call should be ended like this: "If you need it next time, please call again. We will continue to serve you, thank you for your call, goodbye!"

04 Keep improving
There is no best, only better.This is Liang Jianzhang's pursuit of service quality management and process management.

Why is it so demanding on management?It comes from an experience of Liang Jianzhang.

When he was still in the United States, Liang Jianzhang liked to visit bookstores, but he couldn't find the books he was looking for in bookstores.So, Liang Jianzhang went to the online bookstore-Amazon to look for it.

This time is good, Amazon can provide tens of thousands of books for customers to query, and also provides various query methods.For example, search by category, or search by sales ranking, author name, book title, etc.

When a book is found, there is also a brief introduction of the book and book reviews from experts and readers.It is very convenient for readers to choose.

The most incredible thing is that in the Amazon Bookstore, customers can also pre-order discontinued or unpublished books. Once the bookstore has the book, it will be mailed to the customer as soon as possible.

Liang Jianzhang felt so refreshed, he picked a book he wanted.Unexpectedly, when he ordered this book, Amazon Bookstore also reminded that the customer who bought the book also bought the following XX book.Liang Jianzhang listened to the advice of the bookstore, and sure enough, he found other related books.In this way, within a few minutes, Liang Jianzhang bought several books, which was far more efficient than buying books in a bookstore.

In addition, after Liang Jianzhang entered his credit card password, address, and email address, Amazon Bookstore will always remember Liang Jianzhang's personal information.To buy books in the future, just enter the user name.

What also impressed Liang Jianzhang was the link to the Amazon bookstore.

I saw links to the Amazon website on many websites. At first, Liang Jianzhang always thought that it was Amazon Bookstore advertising on this webpage.Later, Liang Jianzhang finally figured out that this is the cooperation method of the Amazon bookstore. If the customer clicks on the link, enters the Amazon bookstore and purchases the book, the profit is shared by both parties.In this way, Amazon Bookstore has actually found countless distributors online.

The interactivity and convenience of the Amazon website gave Liang Jianzhang a lot of inspiration. He thought to himself that a website must be like Amazon, otherwise, the advantages of the Internet will never be reflected.

During his stay in the United States, Liang Jianzhang also visited Wal-Mart.That day, he seriously inspected the computer system and management mode of a branch of Wal-Mart.What he didn't expect was that the entire operation process of the company was stored in the computer database. This information includes job descriptions, responsibilities, permissions, etc., and has been clearly stipulated. If it is printed out, it will be several thick. big ben.It turns out that Wal-Mart relies on information facilities to connect its global branches.

Amazon gave Liang Jianzhang the inspiration of interaction and convenience, and Wal-Mart gave Liang Jianzhang the understanding of process management.

Therefore, during the period when the Internet winter came in 2000, Liang Jianzhang put a lot of effort into the background management of Ctrip.com, including customer service systems, customer relationship management, inventory management systems, and settlement systems. Introduction of ERP and Six Sigma.

Are ERP and Six Sigma really magical?The following briefly introduces the basic knowledge about these two sets of management software.

ERP is the abbreviation of English Enterprise Resource Planning, which means enterprise resource planning. It is a new generation of integrated management information system developed from MRP (Material Resource Planning).Its core idea is supply chain management, which plays a considerable role in improving the business process of enterprises and enhancing the core competitiveness of enterprises. The planning system in the ERP system mainly includes: master production planning, material requirements planning, capacity planning, procurement planning, sales execution planning, profit planning, financial budget and human resource planning, etc., and these planning functions and value control functions have been integrated into the entire in the supply chain system.

What about Six Sigma?Sigma (Σ, σ) is a Greek letter and is a statistical unit used to measure the standard error of a total.After it was introduced into the manufacturing industry, it became the degree of defect of the product. Larger σ values ​​indicate fewer defects or errors. 6σ is a goal. This level of quality means that 99.99966% of all processes and results are defect-free. That is to say, out of 100 million things, only 3.4 are defective.

It can be seen from the above introduction that whether it is ERP or Six Sigma, they are all management tools for production-oriented enterprises.For a service-oriented enterprise like Ctrip, can it adopt the "bringing principle"?

Unexpectedly, Liang Jianzhang said this: producing services like manufacturing.

Many people are skeptical of this slogan. The service industry adopts these two sets of management tools, especially the introduction of Six Sigma. It seems that they have never heard of it before. At the same time, it is really difficult to quantify services.The routine process of Six Sigma is: define, measure, analyze, improve and control.How is service measured?

There are always more ways than problems.Liang Jianzhang decided to decompose the service process into links like the production process.

Take call centers for example.All agents are equivalent to workers on the production line. Their production tools are telephones, their production materials are hotel information and time, and their products are guest room reservation services.As a result, the link of the booking process is broken down.

1. Ask the customer about the relevant information first.

2. Query and recommend hotels for guests.

3. Check the booking requirements with the customers.

4. Enter guest information in turn.

5. Order generation.

After the process was drawn up, Liang Jianzhang and Sun Maohua conducted a simple spot check to see how long the entire process would take.They measure the time it takes an agent to answer a call from different angles.For example: how long does it take to make a new order, how long does it take to modify an order, and how long does it take to cancel a reservation; how many new employees are there, and how many old employees are there.After many measurements and continuous summaries, Liang Jianzhang found that the average duration of this process was 240 seconds.

After knowing the value of the call duration, how many seconds should the call duration be shortened to?

Sun Maohua said, temporarily set the ideal value to 200 seconds!

Liang Jianzhang agreed, so they started recording.After finding an ideal recording, Sun Maohua decomposed it in units of bytes, observed how much time each byte took, which link took the longest, and then compressed the word count of the most time-consuming link.

After countless tests and corrections, they compiled the requirements and precautions of each link into training materials, and set it as an assessment indicator for the agent, which was linked to the salary.

Later, Liang Jianzhang also found that after the implementation of Six Sigma quality management, the average time for customer service to answer calls has been shortened to 180 seconds, which is far lower than the original assumption of 200 seconds.In this way, from 240 seconds to 180 seconds, the shortened call time not only provides customers with a higher experience service, but also greatly reduces Ctrip's operating costs, which is equivalent to saving 1 minute for a call.Even with the addition of telephone charges and labor costs, the monthly cost savings are several 10 RMB.

Internet picks up

01 SMS saved Internet companies Just when Liang Jianzhang worked hard to standardize internal business processes and continuously improve quality management, the outside world has undergone earth-shaking changes.

In the two years from 2001 to 2003, the fortunes of Internet companies have undergone a major reversal, because the cold winter of the Internet has finally passed.

When the Internet boom came, the CEOs of Internet companies only thought about how to increase the click-through rate of their websites, and no one thought about how to make money from it. When the Internet bubble burst, they had to start thinking about the issue of survival.

How did they save themselves?

In August 2001, Sina.com, the largest Internet mail provider in China, released a message, which aroused strong reactions from netizens.The content of this message is that the capacity of its free mailbox will be reduced from the current 8MB to 50MB.

Later, the executive vice president of Sina.com told reporters that the main purpose of reducing the free mailbox space and launching charging items is to balance Sina's income and expenditure, so that Sina can survive in the fierce competition environment.In order to maintain the entire mail system, Sina uses more than 30 servers, with an annual investment of more than 3000 million yuan. If the capacity of the mailbox is reduced by 90%, then the annual investment can be reduced by about 2000-4000 million yuan.

In addition, the main income of the Internet comes from advertising, and Sina is no exception.However, advertising revenue accounts for more than 90% of Sina's total revenue, which is not safe.Therefore, Sina hopes to make breakthroughs in the expansion of personal homes, personal homepages, online photo albums and VIP mailboxes.

Sina thinks that fee-based mailboxes can save its future, but NetEase has really discovered another gold mine.

In 2000, the number of mobile phone users in China had reached 1 million. Fourteen months later, this number doubled to 14 million.At this time, Guangdong Mobile began to launch a new value-added service - Monternet. Monternet was originally developed for its competitor, China Unicom, but it unexpectedly saved China 2. This is the entire team of the best team. the Internet.

Monternet cooperates with Internet companies in this way, and collects users' fees through mobile phones for "[-]-[-] split accounts", that is, telecom operators split [-]%, and Internet content providers split [-]%.The introduction of this plan theoretically solved the biggest headache for Internet companies at that time, which was how to collect fees from the huge user base.

After Guangdong launched this business, it was not favored by many Internet companies at that time.However, there is one person who thinks this is definitely a good opportunity to "turn the carp over", and he is Ding Lei.

At this time, Ding Lei was very depressed, and his life has been unhappy.I remembered that on June 2000, 6, after NetEase was officially listed on the NASDAQ exchange in the United States, the opening price was 30 US dollars. At the close, it fell to 15.3 US dollars, even falling below the issue price. Afterwards, NetEase’s stock price has been falling , until the suspension.

Therefore, Ding Lei planned to sell NetEase and start a new business. After he told Duan Yongping, the boss of Backgammon Company, Duan Yongping persuaded Ding Lei in Shenzhen Wuzhou Hotel.

Duan Yongping said: "You have a company now, why do you want to start all over again? Now that the company's stock price is so low, and the other party's conditions are not good, it is not the time to sell. Don't forget, whoever laughs last must be the one who laughs last." Sweetest. Didn't Shelley say, 'Winter comes, can spring be far behind?' Hold on for a while!"

Duan Yongping not only encouraged Ding Lei mentally, but also supported him in action. Duan Yongping bought a large number of NetEase stocks in the secondary market, at a low price of less than one dollar. Unexpectedly, after February 2007, The price of these stocks rose to 2 US dollars, and Duan Yongping's investment realized a hundred-fold increase in value, and Duan Yongping also won the title of "Duan Feite" for this reason.Of course, this is for another day.

When Ding Lei regained his self-confidence, good luck really came, which was the Monternet mentioned just now.Ding Lei believes that although a text message can only earn a few cents, if he can earn one yuan per month from each customer, this must be a very considerable amount.Therefore, Ding Lei decided to use his huge user resources and mobile access platform to aggressively enter wireless value-added services.

Sure enough, it didn't take long for Ding Lei to walk out from the shadow of portal advertisements.In NetEase’s 2002 annual report, Ding Lei wrote: “The most important part of NetEase’s revenue growth in 2002 came from the field of wireless value-added services, especially the products and services we provide users with sending and receiving short messages via mobile phones.

SMS has grown tremendously in China over the past two years, and NetEase has benefited from its first-mover advantage. "The fact is indeed the case. In 2002, NetEase gained 1.61 million yuan in text messages, accounting for 69.4% of its total revenue.

Ding Lei succeeded, and other Internet companies also smelled the smell of getting rich, and they rushed to it. In 2002, Zhang Chaoyang also put all his energy into text messaging and trying to launch new games. As a result, text messaging brought him extraordinary results.At the same time, Ding Lei's old friend, Ma Huateng, who also has a large number of customer resources and cannot receive money, also turned over because of the use of text messages.Although Sina is the latest to launch SMS business, but with its own scale and popularity, it has done the best in SMS business.

02 Online games are popular on the Internet

If cooperation with Monternet made Ding Lei a carp, then for Ding Lei, cooperation with the Stone Age would be like a tiger with wings added.

(End of this chapter)