How to be a good after-sales service provider

(1) If something is broken during transportation, you must first compensate the customer. Don’t deal with the logistics responsibility or the online store responsibility. In the end, the customer will only hate the store. Since our best-selling products are made of ceramics and are easy to break, we do not accept returns if they were damaged during transportation before. However, if MM goes to a customer's house and the goods are found to be damaged, they will replace them all with new ones. In this way, we will suffer a huge loss. But MM said that no matter how much money you lose, it is not as big as losing your reputation. As a result, MM was favored by all customers.

(2) Timely care will make your relationship with your customers as stable as a rock. Many stores only do business once they do it, and there is nothing to look for from previous customers. But MM is not the case. MM will add all the customers who have bought the baby as friends and put them into a group. The purpose is not to post the latest advertisements or event promotions from time to time, but just to occasionally have time to care about customers. MM will take care of every customer whenever she is free, regardless of whether they reply or not. There is a saying that goes well in this world: No one can reject sincerity. You sincerely care about your customers, and your customers are not made of iron, so why won’t they be moved by you? It is not difficult to send a message of concern, but the difficulty is to persist in caring!

(31) You must reply to the positive comments, even if they are just positive comments (the system default is not to reply). MM has become very busy after taking over the online store. I see her busy every day until after 12 o'clock in the evening, but she still takes the time to patiently reply to customers' positive comments. You see, track the package at any time and send it to the buyer as soon as possible after payment. After the goods are sent, the destination of the package must be tracked at any time. If there is a transportation accident, the cause must be identified as soon as possible and explained to the buyer. For example, I sent a STO Express. When I checked the package, I found that the date had not changed for two days. I quickly asked the courier company for the reason. It turned out that it was snowing heavily in the customer's area and the package could not be delivered. After explaining it to the buyer, the buyer said Understand and avoid bad reviews.

(4) After the transaction is completed, contact the other party immediately after the goods arrive. First, ask whether you are satisfied with the goods and whether they are damaged. If the other party answers no, ask the other party to confirm and comment. This is what is called "preemptive strike". If she is satisfied, can she still give you a negative review? If there is really any problem, because we ask proactively, it will also ease the atmosphere and avoid tense situations, which is more conducive to solving the problem. Because it is often easier to gain the upper hand by taking the initiative than by being passive in many things. Of course, when you encounter a buyer who is messy, it is another matter.

(5) Contact the buyer regularly and develop potential loyal buyers. After the transaction is actually completed, don’t think that nothing has happened and just ignore the buyer. Sending out some information about discounts or new product arrivals in a timely manner may attract repeat customers; sending some greetings via text messages or Want Want during holidays will enhance mutual feelings; of course, some people don't like this, so you have to control it appropriately. And be resourceful and try to select buyers who you think are more easy-going and potential buyers to develop so that they become loyal buyers.

(6) Take returns and exchanges seriously. It is best to check the goods carefully before sending them out. Never send defective products or the wrong goods. If the goods are damaged due to transportation or other problems are indeed caused by the product itself, when the buyer requests a return or exchange, we should readily agree to the buyer's request, and peace makes money! Maybe this buyer will become your loyal customer in the future.

(7) Handle complaints with a calm attitude. Because buyers from all over the world have different personalities and cannot transport the goods for various reasons, various disputes will inevitably arise. We should resolve the matter peacefully as much as possible. If we encounter a buyer with bad intentions or a particularly stubborn buyer, we must also use Taobao's legal weapons to argue and fight to the end.

(8) Manage buyer information. As reputation grows, there are more and more buyers, so managing buyer information is also very important! In addition to the buyer's contact information, I will also record this information: the time of shipment and arrival of the goods; whether the buyer prefers to choose by himself or recommended by others; whether the buyer's personality is slow or fast; whether he is casual about price or product issues Still harsh; Establishing these information has two functions: first, if the buyer communicates with him in a different way when buying again, second, it can accumulate actual; combat; experience.

Good after-sales service increases the opportunity to communicate with buyers, and at the same time shortens the distance between the buyer and the buyer, and enhances the opportunity for trust. In this way, the buyer will introduce more other relatives and friends. Come to visit, so novice sellers must provide good after-sales service, so that business will be prosperous.