Customer after-sales service communication skills

Customer service is the core of an online store operation system, and the after-sales service of customer service is the key in the core. What I bring to you below is customer after-sales service communication skills. Welcome to read for reference!

customer after-sales service communication skills 1. Confirmation of order information and delivery notice

After the customer places an order, it is necessary to confirm the order information to the customer again actively to avoid unnecessary disputes after the customer receives the goods. Many logistics have no delivery notice when the goods are delivered. At this time, the customer service can inform customers through Want Want, or on-site letters, mobile phone text messages, etc., which not only makes customers feel practical and highly valued, but also makes customers feel that the customer service is kind and intimate, which greatly enhances the customer's impression of the store.

customer after-sales service communication skills II. Customers follow up and pay a return visit in time after signing for the goods

Many stores neglect customer service to follow up and pay a return visit to customers in time. In fact, this is a very important link in the sales process of Taobao, which may directly affect whether customers will eventually give favorable comments or negative comments.

when confirming that the customer has signed for the goods, the qualified store can make a telephone call back in time to ask whether the customer is satisfied with the goods. If the customer is not satisfied, he can sincerely apologize and explain carefully, and deal with what really needs to be dealt with; If the customer expresses satisfaction, he should sincerely thank him and welcome him to come next time, and record his personal preferences and remarks to save the next reception time. Shops that feel that the cost of telephone call back is high can follow up with customers by means of Want Want or in-station letter.

After-sales follow-up visits can not only sum up the shortcomings of the store and make improvements, but also further enhance the service concept of customer service and improve the reception efficiency of customer service.

customer after-sales service communication skills III. Respond when receiving favorable comments

After reading the comments of many online stores, I found that many online stores don't pay much attention to customers' favorable comments. You may think that customers have given favorable comments, even if the whole work is completed perfectly, but it is not. In addition to the favorable comments automatically replied by the system, replying to customers' favorable comments is an important way to make customers feel highly valued. When the customer gives a favorable comment, the customer service must reply to express the customer's gratitude to the store and the work support. Kindness and courtesy make customers feel at home, which is what customer service must do after sale.

nowadays, there is a kind of comment called "poor praise" in the praise. Although the customer gave a good comment, the good comment means that he is not satisfied with the shopping, but only reluctantly gives a good comment. At this time, we must patiently explain and apologize, but we must not disclose the customer's information, and then apologize to him again through Want Want communication. Under normal circumstances, customers will be moved by the sincere attitude of customer service. Forgiving.

customer after-sales service communication skills IV. Correct your attitude and sincerely apologize when you receive bad reviews

Faced with bad reviews from customers, many stores are doing wrong. How to deal with bad reviews correctly? First of all, we must correct our attitude. When customers give bad reviews, don't harass and insult customers by phone or text messages, and shirk their responsibilities. Not only can we not solve the problem correctly, but it will also arouse customers' resentment and lead to customer loss.

secondly, we should seriously understand the real reason why customers give bad reviews, which is logistics? Or is there a quality problem in the product itself? Still not in line with customer expectations.

finally, through the analysis of the reasons for bad reviews, explain patiently. If there are quality problems that need to be returned, try to deal with them as much as possible. If they are not in line with the customer's expectations, apologize and explain and thank him for his purchase.

in a word, ask carefully, explain patiently, apologize sincerely and thank sincerely, so that customers can feel your kindness and sincerity, and they will not be embarrassed again.

different types of customers need different methods:

1. coping skills of nagging customers

compared with silent customers, they have to ask questions and find topics by themselves, and they will definitely feel that chatty and talkative customers are much easier to deal with. If you really think so, be careful. There are at least three kinds of crises when meeting this type of customers:

1. Giving this type of customers the right to speak will probably never bring them back to the topic they are promoting.

second, this kind of customer will not give up easily when he finally finds someone who will listen to himself.

Third, for a salesman, wasting time is wasting money.

Why do nagging customers always talk endlessly?

firstly, he is naturally fond of talking, and he can speak well.

secondly, he has been lonely for too long, and people around him are well aware of this habit, and may have already escaped. Only their own suckers, I don't know why, hard to meet!

third, arm yourself with endless long speeches, and stop selling, so that sales can't succeed. Chatty guests never understand the value of salesman's time. They may even think that since they want to make money from customers, it is appropriate to spend more time chatting. But as a salesman, you can't live without such consciousness. Guests who love to talk are usually more likely to criticize, or comment on their own views, or just be the standard gossip of parents and family members. Since the other party is a complete egoist, we might as well help this kind of customer to make a conclusion as soon as possible. The way of (asking) is absolutely to be avoided here, otherwise, a casual question may cause him to flow freely again. Secondly, try to guide his speech to something related to the product. When customers express their opinions, if they can seize the opportunity to attack in time, they will have a little chance of winning. Be especially careful, this type of customer is first-class in changing the topic, so don't let the other party slip away from the topic cunningly.

2. Coping skills of friendly customers

Friendly customers are the most popular among salesmen. They are modest and polite, they are very attentive and show great interest in listening to the explanation products. Even if they want to refuse, they will act very sorry, as if they are sorry for each other. For the salesman, this is really a heart-warming and touching customer, and all this is because he has a feeling of being respected and valued. But friendly customers are not without faults. They are indecisive and always have to think for a long time between buying and not buying. Their ears are soft, and other people's opinions can often prompt him to change his mind and go back on his word immediately. So for such a loving and helpless customer, everything is still to win step by step.

3. Coping skills of proud customers

Proud customers are really annoying. They like to boast and praise themselves. It's like putting everyone else under your feet. They always feel superior and have a high opinion of themselves, as if no one else can compare with him. I have been proud of my achievements for a long time, and it is very difficult for everyone to praise him to the sky! Such a guest is really unbearable. However, as a salesman, we should not forget the marketing rules (every customer is lovely), or temporarily put away the subjective likes and dislikes and sincerely knock on the door of this proud person. (Proud) guests seem unattainable, and it is difficult to convince others that they always have a unique view and are proud of it, but in fact, this type of guests still has his personality weaknesses. As long as he is happy and feels that the other person really agrees with his social status, and there is something (sublime) in his personality that others can't surpass, he will quietly bend down (take care of) the other person's needs. A proud person had better pay more respect to his title. Moreover, try to find out his tallest hat, his most concerned, most proud and most relished position to address him respectfully. Flatter to the right place will have a greater effect. Echoing the theory revealed in his speech. Forget yourself for a while! Don't conflict with him, you know, arguing with proud guests is the most hopeless.

4. Coping skills of sour customers

It seems that he has no intention to buy products, but he is obsessed with the salesman, and the topic is round and round. Said he might be interested in buying it, but he was so cocky that he liked to buy it or not. It's hard to figure out what the psychology of type customers is thinking! It must be a hard tug-of-war between the buyer and the seller. This kind of customer deeply enjoys it, because he fully enjoys this kind of extreme criticism and sarcasm. However, in order to achieve the lofty ideal of trading, all this is nothing. It is a brand-new challenge. Naughty guests have a characteristic, always picking on all the hard-prepared product catalogues, explanatory materials and market research. This type of customers never agree with other people's opinions, and even constantly refute them. Generally speaking, a novice salesman who is new to the scene may lose his cool, so he has to endure, swallow his voice and suppress his emotions, and never go against his meaning. Customers can say whatever they like. However, it is not entirely in the weak position of being attacked. Occasionally, you can also say some humorous words that hurt yourself, resolve his arrogant personality, and replace the positive conflict with humor, so he will be more interested in sales. As long as we can tolerate his weird personality and let him satisfy his desire to conquer, it will be the time to become a cyst in the end when his game of harming others is terminated.

Related articles:

1. Seven forms of workplace eloquence

2. Workplace eloquence: Don't enter the communication minefield

3. Workplace eloquence has skills in complaining

4. Your mentality determines how big your workplace is

5. Summary of workplace communication skills.