Chatting skills of Taobao customer service

Chatting skills of Taobao customer service

Lead: What are the chat skills of Taobao customer service? The following is the article I compiled for you, welcome to read! I hope it will help everyone!

1. Welcome speech

A. When receiving the first message from the customer, the first thing to do is to reply quickly, and don't let the customer wait for more than 10 second.

B. Welcome words include self-introduction, and the specific format is:

Hello, I'm Customer Service No.8, and I'm glad to serve you. What can I do for you?+smiling face.

Hello, welcome to XX flagship store. Customer Service No.8 will serve you wholeheartedly+smiling face.

2. Dialogue

Dialogue is the process for customers to understand our products. Customer service should first have a deep understanding of the company's products, stand at the height of the master, answer customers' questions about the products, and quote some professional terms and authoritative figures appropriately. But when introducing products, we should use words that customers can easily understand. The key is to understand the product itself.

3. Negotiation link

Bargaining is the most common and headache problem in customer service at present. As a buyer, bargaining has become the most accustomed behavior in the online shopping process.

A. Being greedy for petty gain is not unaffordable, but bargaining has become a habit.

B. Psychology needs comfort, and you can satisfy your inner sense of achievement by bargaining successfully.

For the above customers, first of all, we need to declare that our products are of high quality, the sales price is set by the company (already the lowest), and the price cannot be changed. This is the principle. Usually by this time, some customers will no longer be entangled in the price. If the customer shows hesitation after your expression, then you can transfer the customer's ideology, tell them what preferential activities are available in the store at present, or give some freight discounts appropriately.

The core idea of bargaining process: tell them that the price of goods can't be favorable and the quality of products is guaranteed. It is this principle, combined with customer feedback, to give some gifts or freight concessions appropriately, to reach a deal.

4. Payment link

A some of them may be novice buyers, who encounter some problems in the payment operation and cannot pay in time. At this time, you need to contact the customer actively, understand the problems encountered by the customer in a caring tone, and give guidance until the customer completes the payment.

If you haven't seen the buyer pay for a long time, you can say, "Hello, dear, is there a problem with the payment?" If there is anything unclear, you can tell me, maybe I can help you+smile. "

B. For some orders requiring preferential freight rates, after reaching an agreement with the buyer, it is necessary to wait for the buyer to take the order, and then modify the price before the buyer pays.

You can say to the buyer, "Hello, don't go to the payment page after taking the picture. You can pay after I modify the freight. "

C. After the customer completes the payment, you can say, "Dear, I have seen that your payment is successful, and we will deliver the goods for you in time. Thank you for purchasing our products. If you have any questions, please feel free to contact us. My name is Customer Service No.8. "

;