Customer service reply skills of cosmetics

Dear ~ I'm sorry for the trouble ~ Because the shipment in our warehouse is relatively large recently, the items I want (some items) are out of stock ~ Now I'm on the way to transfer goods from other stores, and it will arrive in a few days. How's this? I'll rush our warehouse to my dear, and I'll deliver it to you as soon as they arrive. Please be considerate. 2. The delivery is slow.

Reply: Hello, dear! Because we have a lot of goods and a large supply, we may not be able to deliver the goods in time. Please forgive me. We will send them to you as soon as possible. Please wait patiently! I'll track it for you and send you the order number after delivery. Please rest assured!

3. No receipt

Honey, all the babies in our store provide invoices. Maybe the delivery boy was too busy to remember, so don't worry, dear. We will send you the invoice, and the freight will be borne by us!

4. The goods are not in conformity with the description

Reply: Dear ~ Thank you for your trouble ~ The goods you bought are indeed a little different from our pictures. This is the negligence of our staff and the inconvenience caused by not updating the pictures in time. I'm really sorry ~/:803, our products are absolutely genuine (a big push). Do you think it's okay ~ to express our apologies ~ we'll send you a small gift.

Honey, I know you are not satisfied with the goods you received. I hope you can buy something suitable for you in our store next time, and we will send you some small gifts to make it up to you, ok? Because bad reviews will reduce the credibility of sellers, I'm really sorry, dear. Can you leave your suggestion and give us a good comment to encourage us? We will work harder to improve ourselves. Thank you.

Honey, I'm really sorry about this situation. We will certainly improve and take responsibility. For your pleasant cooperation with us, we will make every effort. Please believe in our credibility and our ability to solve problems ~

6. The product is different from reality.

Hello, dear, I see that the items you took are a little different from our pictures. I'm very sorry that we didn't update the pictures in time, which caused you misunderstanding. To express our apologies, I will ask our warehouse to mail you a small gift! If you spend money in official website next time, I will give you a proper discount. Please forgive me! .

7. Break a promise (promise to give a gift to the buyer, but failed to deliver it)

Dear, I'm really sorry, because we have a large number of goods in our warehouse. I missed sending you a gift Next time you shop in our house, we will definitely make it up for you, and there will be a little compensation. I apologize again for this trouble. Thank you for your understanding. I wish you a happy shopping.

8. Complaining about rights protection (active solution, telephone communication)

Reply: Hello, dear, I am very sorry that the store has brought you unhappiness. I saw my dear complaining about our products backstage. What caused the misunderstanding? Let the customer find the problem first, and then we will follow it up step by step. Not very satisfied with the attitude of customer service.

Reply: First of all, thank you for your support and trust in our XX. Due to the increase in orders, customer service faces many people at the same time, and the reply may be slower. Computers will get stuck and cut off the internet because they receive too much information at the same time, which will lead to poor care for parents. Certainly not the original intention of our XX flagship store. Please forgive us, we are trying to improve it. Please forgive us. Give us some time and we will do better for you.

10. Lack of flexibility in the sales process, buyer's dissatisfaction and bad reviews. (Take the initiative to solve telephone communication)

Dear buyer, thank you for purchasing our products. We cherish this transaction with you very much. If you don't like or are not satisfied with the goods after receiving them, we will return them unconditionally. If you have any other after-sales service problems, please contact us before the evaluation. You can use Taobao Want Want or call toll-free number, and I will solve it for you immediately. Thank you again for your patronage. I look forward to being your friend and wish you all the best!

1 1. The price doesn't match (when the buyer bought the baby, it was 100 yuan, but later we did an activity promotion and changed it to 70 yuan).

Dear, it is an activity that our store is doing now, and we need to participate. Now 70 yuan is losing money, limited to the price of this activity. We will adjust the price to the original price after the activity. Dear, the recent activities of our store will also be displayed in our WeChat group in advance to remind you. You can also join our micro signal to let you know the activity more accurately!

12. The logistics shows that it has been signed, but the actual buyer has confiscated the goods.

Please don't worry, dear. I'll call the courier company right away and contact you as soon as I have any news. We are really sorry for the inconvenience, and we will help you deal with this problem in time, dear. Don't worry! 13. The description of the baby is not detailed enough, the picture is not taken in kind, and the color difference is large, so the buyer is not satisfied.

Reply: Dear, we have accepted your question. As for your question, I think what we have done is still flawed. There is still something unsatisfactory in the shooting and description of babies. I hope you can be more tolerant and understanding to us. We will sincerely serve you, and the handling of the baby will be more perfect and more satisfactory in the future. Thank you very much for your valuable advice, and we will make changes according to your requirements. (If not, call again to communicate)

14. The baby has a sense of smell.

Reply: Hello, dear, because XX products are solid wood and the products are brand new, some smells are normal and have no influence on the baby's health, so you can use them with confidence.

15. Best buyer, intentional extortion.

Reply: First of all, we should collect evidence of customers' malicious purchase and intentional extortion, and complain to Taobao.

16. Due to the seller's own reasons, the customer wants to return the goods.

Reply: Hello! What are you dissatisfied with? You tell us, and we will try our best to solve it for you! Of course, you can also provide a return service. You can learn about our return instructions first (send a screenshot or text of the return instructions).

Explain to the customer that it is best not to return the goods, understand the reasons for the return, and then negotiate with the customer to exchange other goods to reduce the refund rate of our store. If the customer insists on returning the goods, the customer needs to bear the return freight. Dear, according to Taobao trading rules, if you make a mistake and need to bear the return freight, we will help you get a refund.

When dealing with customers' after-sales problems, we must look at the problems from the perspective of webmasters and customers, and have a customer-oriented service attitude. Let the customer see that we have good after-sales service, so that he may come to our store again to buy products.