一、目的
为保障客服线上业务正常进行，针对特殊对话可执行关闭或转接
二、适用对象
一线客服
三、情景及应对话术
第一节 关闭对话执行情况
| 类型 | 情景说明 | 处理方案 | 参考话术 |
|---|---|---|---|
|
恶意言语、辱骂、人身攻击等等 |
未涉及业务问题，纯骚扰 | 可直接关闭对话 |
关闭对话话术：您好，因为目前线路满线，如果您没有业务方面的问题，我们将把线路让给其他顾客，谢谢您的配合！ |
|
当用户咨询的问题已有规则或合理回复，按规则解释后不接受，在自身无服务态度的情况下，用户出现辱骂等人身攻击的言语 |
按规则解释后不接受并出现辱骂等人身攻击的言语，在2次提醒后仍未停止，可报备组长判断是否关闭对话 |
关闭对话话术：非常抱歉，如果您没有其他业务方面的问题，我们将暂时结束您的对话，后续有任何问题可随时进线咨询 |
|
|
特殊用户 |
一直发商品链接、图片或其他链接，不描述业务问题 |
询问三次，如顾客依然不描述业务问题，对话保留5分钟可关闭 |
话术1：您好，请问有什么可以帮到您的？ 话术2：请问您是想咨询该商品/活动的那方面问题呢？商品非常不错的，建议您可以...... 话术3：非常抱歉，因为目前线路满线，如果您没有业务方面的问题，我们将暂时结束您的对话，后续有任何问题可随时进线咨询 |
第二节 转接流程执行情况
|
类型 |
情景说明 |
处理方案 |
转接参考话术 |
|
用户要求 |
因情绪升级在沟通过程中顾客主动要求换一个客服 |
如顾客主动要求关闭对话重新进线，需致歉询问原因，征求用户同意后转接主管接待，不可直接同意用户要求 |
话术1：非常抱歉，可能是我的表达或者业务处理能力没有让您满意，希望您能再给我一次机会，帮您解决好吗。 |
|
用户指定要某一个客服服务 |
如用户主动要求自己熟悉的客服为自己服务，无论客服是否当班，当前客服需婉拒两次，顾客仍不接受可在线转接。 |
当班参考话术： 话术1：您可以描述一下相关问题吗？我也是非常乐意为您解决的呢！ 未当班话术： |
|
|
恶意言语、辱骂、人身攻击等等 |
涉及客诉问题 |
在线安抚、致歉并善意提醒顾客中止 |
您好，站在您的角度，我非常能够理解和体谅您现在情绪这么激动的原因，我也非常希望能够为您解决问题，您看咱们接下来能沟通一下您的诉求，尽快解决问题可以吗？ |
|
劝阻两次，如顾客一直辱骂，报备组长，并转接组长承接对话 |
话术1：我已经了解您事情的原委了，你看我帮您去反馈处理核实，尽快给您一个答复可以吗？ |
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|
客诉工单已有处理方案不接受 |
客诉已有处理方案，但用户不接受（包含终止协调） |
安抚婉拒2次，仍不接受，可转接当班组长 |
好的，我已将您的情况反馈到我们的主管，他已经登录账号上线，我把您的对话转接过去，请您稍等！ |
| 序列号 | 修改时间 | 原流程内容 | 修改方式 | 更新后流程内容 |
| 1 | 2023/6/9 14:00 | 关闭对话执行情况 | 新增 | 当用户咨询的问题已有明确公示活动规则，按规则解释后不接受并出现辱骂等人身攻击的言语，在2次提醒后仍未停止，可报备组长判断是否关闭对话 |
| 2 | 2023/6/15 20:00 | 当用户咨询的问题已有明确公示活动规则，按规则解释后不接受并出现辱骂等人身攻击的言语，在2次提醒后仍未停止，可报备组长判断是否关闭对话 | 修改 | 当用户咨询的问题已有规则或合理回复，按规则解释后不接受，在自身无服务态度的情况下，用户出现辱骂等人身攻击的言语，在2次提醒后仍未停止，可报备组长判断是否关闭对话 |
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