How can salted fish help others to help?

No matter whether it's consulting or ordering, many novices are in a hurry, so it's necessary to learn some customer service skills. You know, mastering customer service skills can greatly improve the transaction rate.

After all, we are all on the other side of the Internet, and we haven't met each other, so we can only communicate by writing. Therefore, customer service communication skills are also very important if you want to make an order on idle fish.

Today, I'll teach the novice free fish 5 tips for customer service. If you can master these five tricks, it will be another boost to promote the issuance of orders. Not much to say, just go to dry goods:

1. Improve customer service

2. Set up automatic reply

3. How to delete idle fish messages

4. Matters needing attention in chatting

5. What to do if there is a return

1. Improve customer service

Many idle fish novices have little experience in e-commerce operation.

customer service can often represent the service of a store, and good customer service will be a plus item, which can improve the transaction rate and repurchase rate.

I believe many people have eaten Haidilao, not because their food is delicious, but because their service is very good, which makes customers enjoy different consumption experiences.

it is their ultimate service experience that makes many customers choose Haidilao again and again.

Actually, the same is true for idle fish. The same products, good customer service and shopping experience will make customers think of our store soon when they have the same demand next time.

2. Set up automatic reply

Many people just treat idle fish as a sideline, and it is impossible to reply to customers by staring at their mobile phones all the time.

but sometimes, it's because you miss the reply that you miss the opportunity to make a single order, so you must set up an automatic reply.

There are two places to set automatic reply on idle fish. One is in "My" settings, "Global automatic reply settings"; The other is in "My Publishing", where a single baby "automatically replies to the settings".

global automatic reply setting method:

automatic reply setting method for a single product:

It should be noted here that the default automatic reply speech of the system should be used carefully.

You can modify it yourself, and set some words that are full of enthusiasm and kindness, which are in line with the characteristics of your own products, so as to avoid automatic reply.

you know, customers are constantly shopping for products, and they have long been tired of seeing the same replies. Suddenly, they will see enthusiastic and friendly replies, which will instantly make people shine.

it not only achieves the timeliness of reply, but also feels different treatment. It will instantly enhance the customer's goodwill, and at this time the billing rate will be greatly improved.

3. How to delete idle fish messages

On idle fish, customers can leave messages on each released product, and they can also reply to these messages themselves, which can greatly promote the transaction if used properly.

sometimes, some peers maliciously compete or leave messages in advertisements, or customers are dissatisfied with the after-sales products and maliciously brush messages. Once this happens, delete these messages in time.

deleting product messages is very simple. If you press the message you want to delete for three seconds, a dialog box will pop up and click "Delete". Click the message you want to delete on Apple's mobile phone and swipe left.

4. Chatting notes

In the process of idle fish operation, communication with customers is inevitable. When chatting, you must be patient, careful and kind-hearted, and you can use more expression packs to harmonize the atmosphere.

at the same time, we should also pay attention to avoid sensitive words when chatting with customers, which is easy to violate the rules and lower the power. For example, non-Ali platform names, contact information, QR codes, advertisements and other words are not allowed to appear.

when closing a deal with customers, be sure to confirm the style, color and various functions of the products. Don't make a deal in a hurry and then return it in a hurry.

before buying, try to give customers the truest feedback of the products, reduce customers' psychological expectations and avoid after-sales disputes.

remember: it's better not to sell, and don't guide customers to receive wrong information to promote the transaction. After all, it's not just a matter of selling out, but also after-sales service.

5. What should I do if there is a return?

If the idle fish has been cooked for a long time, there will always be some returns. It is possible that the product is damaged during express transportation, or it may be that the product does not meet the customer's psychological expectations.

when the return occurs, don't panic! Our attitude must be cordial and sincere, first to appease customers, and then to understand the reasons for the return.

confirm the reason for the return, and then contact the supplier, and wait until the customer service of the supplier gives a solution before replying to our customer.

here, we just need to grasp two points: first, if the goods are returned because of some minor quality problems, customers can be prevented from returning the goods through some small compensation.

second, if it's not a quality problem, you can explain it to the customer directly, and you should bear the postage for the non-quality problem.

generally speaking, if there is a return, please communicate and solve it first, and make it as small as possible, but don't be timid when you encounter unreasonable troubles. Can reduce returns, as far as possible, returns will affect the weight and exposure of the store.

5 tricks are easy to learn. Have you learned them? Whether it is customer service, communication service or after-sales treatment, we should pay serious attention to it. Always carry out the operation of the whole idle fish shop, in order to make money easily and worry-free after sale!

that's the dry goods sharing today. if you think my article is helpful to you, please give me a compliment and encourage me. I will share more dry goods with idle fish in the future.

Author's introduction: Uncle Shu, a poor household who went to work after 198s, shared the dry goods of idle fish sideline business and personal growth experience.