E-commerce customer service speech

Hello, work number xxxx. Glad to serve you! what can I do for you?

Hello, welcome to xxx store, we will serve you wholeheartedly!

Don't worry, I'll check the situation for you right away. Can you provide the order number?

I'll check it for you right away. A moment, please.

I need you to provide a product link here to help you inquire. Thank you.

Hello! Welcome to the leaders, I am your exclusive customer service xx. Glad to serve you (smiling face)

Hello, welcome to buy xx. I hope my greetings, such as fresh rain and water, will wash away your troubles, such as cool wind, blow away your locked brows and make you carefree and happy forever!

Anfu

I can understand;

I understand how you feel;

I understand why you are angry. If I were you, I would feel the same way.

Please don't worry, I understand your feelings very well, and we will try our best to solve it for you;

If I have so much trouble with you, it will be your mood now;

It's inconvenient for you to have such a thing happen, but we should face it positively, right?

Yes, if I encounter so much trouble from you, I will feel very wronged;

I know exactly how you feel. Please rest assured that we will find out and give you a satisfactory answer.

I really understand, please rest assured that we will check it out and get back to you;

I can see that you are anxious and feel a little worried. I can understand your anger. Let me give you some other advice. Do you think so?

I'm terribly sorry. Don't worry. Maybe our previous service was not done well. I'm really sorry.

Look, what problems have you encountered? Can I keep it for you?

Sorry, that's not what I meant. Maybe I didn't explain it clearly. Can I explain it to you again?

Hello, I'm very sorry, the goods have just been sent out, the express information has not been uploaded, or the uploaded information has not been updated in time. Please be patient.

Hello, I'll help you check whether the express delivery number is correct, and I'll tell you the details by SMS after confirmation. May I ask your mobile phone number?

I'm very sorry, maybe our service was not done well before. I'm sorry to tell you. Don't worry, I'll deal with this problem for you now.

I'm really sorry to make you unhappy. Regarding your feedback, I will give it back to our quality inspection. Please believe us.

Please wait patiently and follow the logistics after delivery until it is delivered to you.

Dear Mr./Ms. X, I am very sorry for the inconvenience caused by the baby (product) problem. I have arranged an expert to handle this matter for you. If you have any questions about Houbao, please find a small one to solve your problem! !

We apologize for the inconvenience. We'll have someone follow up your question. We'll call you later. Please pay attention to the answer. If you have any questions, please feel free to contact us.

Don't worry yet! It will take about x days for the items you photographed to be sent from xx (city) to xx (city), and you are expected to receive them within x days! We always help you pay attention to the logistics dynamics. If there are any problems on the way, we will inform you as soon as possible! Please rest assured!

Your things have been hurried away by the secret old man at an altitude of 100 thousand miles. I hope everyone will wait patiently and arrive in a few days! I have lived here for a long time. If you have any questions, I will answer your questions. Please leave.

Xxx is really sorry, because MM has many inquiries, and the reply is a bit slow. I will reply to you as soon as possible. Thank you for your understanding!

Dear customers, hello, I'm sorry for the inconvenience. As a brand-authorized flagship store, although our warehousing department has strict quality control and delivery process for the goods it sends out, due to the large order volume, it is inevitable that there will be less delivery and missed delivery. The logistics company that cooperates with our store will also weigh every item received every day according to the order. Please provide your shopping order number, and a special colleague will contact you after verification. If it is a warehouse problem, we will inform the personnel department to punish and train the relevant personnel, and we will also reissue the goods that have been sent less and missed (if there is a problem with the store itself, the postage will be paid by the merchant).

Praise class

You are an old customer of our xx.

You are an old customer who has supported us for a long time;

You really have a good eye ~

That's very kind of you. Glad to serve you ~

Thank you very much for your comments and suggestions. I will give your feedback to my superiors in the future. Thank you!

It's really troublesome for you;

Thank you very much for your good advice. We will continue to improve our service to your satisfaction.

You are our old customer, of course we can't live up to your trust. ...........................................................................................................................................................

Thank you for your support of our work. I hope you will continue to support us in the future!

Thank you for your supervision of our service, which will make us do better;

Attach importance to solving class problems

Hello, you are our old customer, and we will guarantee your rights and interests ~ please rest assured.

Hello, I have recorded your voice, and I will give you feedback in time.

I think your order is really overdue for a long time. I'll apply for our senior customer service for you right away.

Hello, I have reflected your opinion to my supervisor ~ ~ We will definitely improve it as soon as possible.

Hello, we will pay attention to your problem, strengthen store management and update express information in time.

Well, all right! Your order has been accepted. We will deliver the goods for you within 12 hours. Remember to check whether the goods are damaged and whether the accessories are complete when receiving the goods. If you are not satisfied, please contact me in time, O(∩_∩)O Thank you.

Please don't hesitate if you have any questions or need me. I'll be on call.

Hello, I'm xx. During this period, I found that the express mail you tracked has been successfully signed.

If you are free after online, please tell me whether the size is suitable and the style is satisfactory. So I'm relieved. If you have any questions or need to use Xiao Huang, please don't hesitate. I'll be on call.

(Not paid after consulting) I have seen your order. Please pay the next payment at your convenience so that we can arrange delivery for you today. If you have any other questions, you can contact me at any time. I am customer service xx. Thank you for your patronage!

Hello! The sizes marked in this shop are all standard sizes, so you can buy them according to your usual size. If it is convenient, you can also tell us your height and weight, and we will help you choose the style that suits you best.

Consignee:

Receiving address:

Contact telephone number:

Invoice issued to payee:

Hello, please check the receipt information. If there is no problem, we will arrange delivery within xx hours.

Dear customers, hello, thank you for taking time out of your busy schedule to evaluate our products! If there are problems in the use of goods, they can be handled after sale. We have perfect after-sales guarantee, please rest assured, thank you!

For the problem you have reflected, the younger one has already reflected it to the manager. As soon as the manager replies, the younger one will reply to you. Just a moment, please.

Hello, the goods you buy must be delivered to you before xx, and our store will track the logistics for you to ensure that the goods are delivered to you urgently. Please feel free to consult me if you don't understand anything in the process of receiving goods. Wish you a happy life!

Hello, our cooperative express delivery is xx express delivery, and you can transfer to postal EMS in areas where xx express delivery is not available.

I'm sorry, our pricing is already the lowest price. All products are non-negotiable, and there is no way to discount any more ~ ~ ~

Hello, I'm really sorry. I will definitely give you less if it is less, but the price of activities and bags in the store is set by the company. Even the small customer service can't operate by itself. Please forgive me.

The warehouse is equipped with a quality inspector, and we also expect your satisfactory evaluation after receiving the bag ~ (x _ _ x) Your satisfaction is the sweet fruit of our harvest.

The consultation did not place an order

Hello, if you like, I hope you can place an order as soon as possible, so that we can arrange delivery for you as soon as possible and you can receive your favorite goods as soon as possible!

Hello, Mr./Ms. xx! I'm xx from xxxx franchise store. I just saw your order in the background and haven't paid it yet. Is there anything wrong with your payment? Or when is it convenient for you to pay the next payment, so that I can arrange delivery for you earlier.

Dear friends, the xxx mobile power supply you bought in xxxxx flagship store has not been paid. Inventory is limited. Please pay as soon as possible if necessary. We will deliver the goods to you before 17:00. You can call XXXXX for consultation. Wish you a happy life!

Hello, I didn't see your order succeed here. I don't know what's wrong with your order What can I do for you?

Hello, is there anything else you need to know? If not, please take pictures of the goods you need as soon as possible and complete the payment so that we can deliver them to you in time. Thank you for your support!

End class

You're welcome. What shall we do? Are there any other questions that can help you?

Is there anything else I can do for you? I wish you and your family good health and happiness! Finally, please click on the small red heart to evaluate my service! ^_^

Thank you for your support of xx. In order to improve the service quality, please click on "Little Red Heart" to evaluate my service. Thank you! Happy shopping O(∩_∩)O~ Bye!

Your majesty, the escort agency has begun to pay tribute. Escort agency is a famous xx escort agency in the Jianghu. At the moment, the tribute is being sent to the palace at full speed. If your majesty is satisfied with the tribute, please give me five-star praise!

Thank you for your inquiry. If you have any questions, please feel free to contact us. I wish you a happy shopping.

return

Please write down your requirements on the shopping list. If there is no shopping list, please write down your name, phone number and requirements in white paper! Put it in the package and send it back! It is convenient for us to deal with it in time. Thank you for your cooperation!

Return process: ① Confirm receipt → ② Apply for return-③ Send clothes. ★ Note: In order to handle the return business for you as soon as possible, please write down the order number, order recipient and contact information clearly on the after-sales service card. XE- smile.

Dear customers, hello! We promise to return the goods within the return time and guarantee for one year. If you have any questions about your products, please contact our customer service for verification, and we will definitely give you a satisfactory answer. Thank you again for your support and wish you a happy life!

Dear customers, hello! If you have quality problems, you can contact us for one year's after-sales warranty, and he will help you arrange it. Thank you for your advice and support. Your approval is our greatest motivation ~! We will continue to strive to provide you with better products and services!

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).

Hello, have you tried your upper body? What are the main things that make you dissatisfied? I don't know what kind of clothes you like, please tell me, I can take a look at them for you and give you some advice! You're welcome. I look forward to serving you again. The quality of the goods is very good. Please bring your friends when you are satisfied! I wish you a good mood every day!

Dear customers, hello, I'm sorry for the inconvenience. As the official flagship store directly operated by the brand, we support returning goods for seven days without reason (it will not affect the secondary sales). For the specific return process, you can log in to xx account and fill in "My Order Maintenance/Return Information Application", and our customer service will review it within 24 hours. If approved, the goods can be sent back as required (if returned, the one-way freight sent back to the merchant is determined according to the responsibility). For non-quality reasons, both parties shall bear the freight separately! )。 We will help you as quickly as possible. Please be patient. If you have any other questions, please contact online customer service in time. Thank you!

Invoice category

Dear customers, hello, our store provides formal invoices. (Please contact customer service colleagues to provide the order number after receiving the goods, and write clearly the title and tax number you need. The financial department of the company will send it by ordinary express at the same time, and the postage will be paid by us. Please feel free to choose the goods you like. Thank you for your inquiry. If there are no other questions, please click the "Heart" button to evaluate this service. Wish you a happy life!

Customer service, sales skills and language

First of all, we should overcome our inner obstacles:

Some people worry that the other party will refuse before calling. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you. If you think so, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:

(1) Keep a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.

(2) Be good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.

(3) Take a little time to study every day. The more you learn, the less you know. The purpose of our study is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.

Second, make clear the purpose of calling.

The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but our phone call should be effective and can get valuable information. If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information emails, and make an appointment to visit. If he is not the person in charge, he must try his best to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit. Therefore, calling customers is not the purpose, what we want is to contact our target customers, get interview opportunities, and then complete our sales.

Third, the collection of customer resources.

Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all. In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can generate sales performance, but at least you get an opportunity and get a good start. There are three conditions for selecting customers:

1, with potential or obvious demand;

2. Have certain economic strength to consume the group purchase products you sell;

3. The contact person should have the decision-making power and be able to make the final decision.

Because our summer products belong to popular seasonal products, the consumers are mainly concentrated in machinery, cables, electrical appliances, construction units (contractors), water plants, shipyards, electronic products companies, shoes and clothing and other manufacturing industries, environmental sanitation management, fire protection, auto repair, people working at height and other government agencies. When customers develop, they must collect personal information of these industries, information of purchasing personnel of enterprises and purchasing personnel of trade unions of government departments.

Four, the front desk or switchboard communication

After the information is collected, it is the telephone contact. At this time, you will find that many calls are the front desk or switchboard of the company, and the person who answers the phone is not the object you are looking for. I haven't said a large set of sales words yet, so I must find a way to bypass these obstacles and bypass the front desk words:

1. Look for the boss's name when looking for information. When you make a phone call, go directly to the boss. If the other person asks who you are, you can say that you are a customer or a friend, so you have a greater chance of finding it. Prepare the company's phone more, call with different numbers, and different people will have different reactions when answering it, so the chances of success are higher.

2. You can use Baidu. Check the exact address, house number, business landline or contact number of this company. Some enterprises have their own homepages, and institutions, departments and leaders have specific contact information.

Customer service sales speech

The customer said: I have so much money that I can't afford it.

Idea: In this case, customers are generally mediating, hoping to get a lower price. Give some cases where they missed the opportunity to buy because of hesitation and spent more money on buying a house.

A: Sister X, you can also see that house prices are rising continuously. If you don't sell it now, you will spend more money to buy the same house in the future! I have a client who didn't book a house before, but later spent an extra 654.38+0.3 million to buy that suite.

The customer said: I also like a set from other places. If this one doesn't work, I'll choose that one.

Idea: Face it frankly and take what she said as true.

A: It doesn't matter, Sister X, I will tell you this set today. When we talk about it, you can decide. It's really impossible You can decide another set, don't you think?

Isn't that up to you? Sister X, although I don't know that house, it really suits you.

Idea: Understand the house in good faith, then compare it in good faith, and give customers sincere advice and strong confidence, because there is no right or wrong and no essential difference between the house and the house chosen by customers. Both have their advantages and disadvantages. The most important thing is to help customers make decisive decisions. Hesitation is the biggest internal friction, wasting time and energy.

The customer said: the transaction volume has dropped, but the house price has not dropped.

Thinking: Analyze the psychology of landlords and customers at this stage, and the relationship between supply and demand determines the house price.

A: Do you know the expansion of supply and demand? Now we are not short of customers who buy houses, but of houses with stable prices.

We are now cracking down on the landlord's house price every day. Now Beijing wants to buy a lot, because most of them are rigid demand, self-occupation or improvement, so buying now is the right price.

Idea: Borrow data and policies (provided that you can interpret policies and the data are true).

The customer said: I regret this price, and my wife doesn't agree.

Idea: The customer thinks that his price may be high, so he should "fight back" immediately to make him feel that the price is very low, that we won, or that the landlord wants to raise the price so as not to make him feel that he has suffered.

A: Mr. A: xx, I'm sorry to tell you that the price you quoted is still more than 40 thousand yuan short. I want to cooperate with our store manager to win over the landlord. I won't tell you unless I get it. I didn't expect your side to agree. There's nothing I can do.

B: Ouch! What a coincidence. The landlord also told me that the house price had not been agreed at home and would go up. I communicated with him for a long time, made a few phone calls and recognized our work very much. He felt that he had promised to sell it to you at that price, and he said to sell it to you. Other customers will talk about his desire to sell 65,438+million more. You know, in this market, prices are rising and houses are selling quickly. There is no choice at this price. You live in a comfortable key room, right?