SMS template asking buyers to change negative reviews to positive reviews

Foreword:

There is no context, no context, I have summarized a few steps based on my experience, I hope it can be used as a reference, do not memorize it by rote, otherwise it will be self-defeating and the gain will not be worth the loss.

Some psychology points for buyers with medium and negative reviews:

1. Who are you and what's the matter?

Response: Introduce yourself and tell the reason

2. Not satisfied and unwilling to change? .

Response: Explain the reasons and win the buyer’s understanding and sympathy

3. What are the benefits to me?

Response: Provide compensation conditions to buyers

4. How to change it?

Response: Inform the modification method

The above four points are a rough summary of the careful review. The reason why most of the negative reviews are not resolved successfully lies in the second and third steps. The buyer is not satisfied. If you are willing to change it and put more effort here, the processing efficiency and success rate will be greatly improved.

Text messages for medium and negative reviews:

1. Indicate your identity and purpose of visit;

Excuse me, I am the seller selling XX on Taobao, it must be me. It was not done well there, which is why you gave the bad review. We are also willing to take responsibility. Can we communicate with you personally? thank you.

Sorry to bother you, dear, we are a seller selling XX on Taobao. We apologize deeply for not being able to satisfy you with the product. We feel sorry for you that you are not satisfied, and we are willing to be responsible to the end. We can communicate with you personally. Okay, it's causing trouble.

2. Express apology or gratitude, be empathetic, put yourself in the customer’s shoes, and understand the customer;

“I saw that you gave a review saying it was XX problem, thank you very much You suggested and communicated with colleagues and adopted your suggestions.... I am a Taobao seller and a buyer. I have bought a lot of things. I am also very angry when there are problems with the things I buy and poor service, so I can stand by you. I particularly understand your position..."

"I apologize for the inconvenience caused to you after seeing your message... Like you, we are also an old yellow diamond buyer. I believed the seller when I was shopping at his house, and there was a problem when I received the item. I was very angry, so I understand my current mood..."

"After seeing your comment, I can’t help but feel sorry for you. You are satisfied and I am deeply sorry... I can particularly understand your current mood. We often buy things online and encounter problems of this or that kind, which make us very angry and distressed. ”

3. Admit your fault. Take responsibility, provide several solutions to the negative reviews, and pay attention to customers;

"So, I have discussed with my colleagues here and agreed to help you with the return and exchange for free. Please contact me. The express will come to your door to collect the returned and exchanged items, and we will immediately arrange to send you a new set, so that you can receive your new baby as soon as possible."

"So, please also apply with the store owner to give me a small gift. I apologize, and I know you don't care about this gift, but it's true that we didn't do enough to cause you so much trouble. Could you please give it a chance, accept it, and send it directly to your delivery address? ”

“So, I also applied to the boss for xx compensation for me. I know you don’t care about this compensation, but it is indeed our fault that has caused unnecessary trouble to you. I hope you will understand and give me This opportunity, can you directly call Alipay? ”

4. Show the importance of evaluation and give the opportunity to make corrections;

“Online shopping is invisible and intangible, and it is largely dependent on it. Therefore, the medium and negative reviews have a greater impact on the store. I hope you can understand and give me a chance to correct it. Can you help me delete the negative reviews? Thank you dear."

"Evaluations have a great impact on online stores. Yes, this negative review was scolded by the shop owner, so I contacted you more. I hope you can give me a chance and help delete the negative review, thank you..."

"Everyone A good review is an encouragement and recognition of our work, and we hope that every transaction will be successful. I hope you can give me a chance to make changes. Thank you very much."

5. No matter what the outcome is in the end. , once again apologized to the customer for the negative review, thanked the customer for answering the call, and looked forward to the customer's visit again.

"We apologize to you again for our mistakes, and thank you for your communication. Thank you. I look forward to your coming shopping again. I hope you have a good mood."

"No matter what, Thank you very much for the trouble. I hope you are in a good mood.

”

“Again, we apologize for our shortcomings, and thank you for your understanding and consideration. Thank you dear, I look forward to seeing you again.” ”

A letter is worse than no book at all. The specific situation is analyzed in detail for reference. Do not use mechanical words. When communicating, pay attention to slow down your speech speed, speak sincerely, and be mentally prepared to be rejected. No matter how powerful your eloquence is, it is not as good as With an unswerving heart and perseverance, there is no ice that cannot be melted.