HND商务沟通技巧 会议纪要

The Hemmas Company

Minutes of the mmeeting of the customer sevice department held on 6th December 2011 at 14:00 p.m.

Present members: Zhou Jing, chairperson; Liu Yaqing, the governor of telephone; Lv Jianyun ,deputy director ; Yu Yalan, the governor of network; Qin Jie, technicist ; Li Linjun,researcher); Xu Hao, researcher; Fu Xiao, researcher.

1. Apologies

This meeting everyone in attendance. No one absent

2. Minutes of the last meeting

Everyone read and agreed to the last minutes of the meeting.

3. Matters arising

No problem

4.The questions of customer service complaints

Li Linjun through the questionnaire find three questions about our company customer complaints. First, service personnel have bad attitude; second, complaints channel imperfect; third, customer complaints did not solve timely.

5.Customer service staffs’ attitude problems

Yu Yalan presents customer service staffs’attitude problems.She gives a case of telephone complaints. Than Liu Yaqing gives us some solutions about customer service staffs’attitude. First, smiling and say sorry at first. Second, just listen polite to st, don’t forget customer is God.

6.Problems for complaints channel

Xu hao through the survey finds that our company just two ways to complaints, and existing channels have many problems. Than Lv Jianyun gives us solution for complaints channel. He advice that improve the existing channels. And add new channels for complaints. Such as , letter, fax, and visit complaints

7. Customer complaints did not solve timely

Fu Xiao gives a case about a customer complaint did not solve timely. In the case, for customer complaints, each department to shirk its responsibility.Problem can not be solved in time Than Qin Jie propose solutions.Establish relevant rewards and punishment regulations.Deal with matters of attention in the process

8. Training Program

Zhou Jing makes a training program.

(1)The newly staff should through the training and assessment can be employed.

(2)Employees have been hired to train in every Friday afternoon .

(3)Employ professional etiquette teachers to etiquette training

(4)When customers vent, you should remain silent

(5)When customers talk, you should do : Nodding .From time to time say "ah, ah." Maintain eye contact

(6)When customer complaints, we first give them an apology. Then record the issue of customer complaints

(7)Understand the issues in detail. Understanding of customer needs. Learn to ask questions

9. AoB

No other things being discuss

10.Date and time of the next meeting

Two weeks later, we will held next meeting in 208 meeting room.

国贸1001：周静