E-commerce customer service speech

Dianshang Customer Service Shu Hua Daquan

E-commerce is a very popular industry, which has spawned a new professional e-commerce customer service. E-commerce customer service needs to face consumers and communicate with them. But it is not easy to do this kind of work, and it is necessary to know what words to use to make consumers pay for the goods. Then next, I will share some contents about e-commerce customer service, hoping to help everyone!

E-commerce customer service 1

First, when the "Ding Dong" sounds, simply knock "pro" to let the buyer know that someone is responding immediately, which is a kind of respect for the buyer. When replying, if the content is very long, you can reply separately without typing a long list. Some buyers were impatient and left after answering his long list of questions.

2. When answering the buyer's question, please move the cursor to the non-text input area.

Third, you must be patient when answering the buyer's questions. Try not to use words like "um" and "oh". For novice buyers who can't operate the process, it's best to take screenshots and teach them step by step. Of course, as a customer service, you have to learn first.

Fourth, after the buyer pays successfully, it can take 3 seconds to confirm the delivery address, which will make the buyer feel that the customer service is very attentive.

Fifth, the baby is sold and the service begins. If Want Want SMS is enabled, the buyer can be informed by Want Want SMS after delivery. "Dear customer, your order was sent by Shentong (courier name) on * * * * * *, please check it carefully, thank you. * * * I sincerely wish you a happy life! " Keep an eye on the baby's whereabouts. If the buyer has already signed for it, you can tell him the evaluation of the baby and the possible precautions for returning it by Want Want SMS.

The above is the most basic customer service response, and the following summarizes some common customer service problems, hoping to help novice customer service.

E-commerce customer service speech 2 welcome class

Hello, job number # # Glad to serve you! what can I do for you?

Hello, welcome to * * * 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 leaders to visit, I am your exclusive customer service. 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 in a hurry, ~ ~ I feel that you are worried ~ ~ I can feel that you are angry. Let me give you some other advice. Do you like it?

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 the later treasures, 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 * days for the items you photographed to be sent from * * (city) to * * (city), and you are expected to receive them within * 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, it is inevitable that there will be less delivery and missed delivery due to the large order volume. 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 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 * * 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 are very much looking forward to your satisfactory evaluation after receiving the bag ~ (* _ *) 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 yet, and the inventory is limited. Please pay as soon as possible if necessary. We will deliver the goods to you before 17:00. You can call 400080XXXX 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.

E-commerce customer service words 3 commonly used Taobao customer service reminders and skills

Honey, this is a special limited edition. Pay at once, so that we can deliver the goods to you as soon as possible. If you have any questions about our products, please feel free to ask me!

Dear, I'm from the store. Here's the thing. You accidentally forgot to pay for the baby you took in our store. This baby is very popular and it is easy to be out of stock. I don't know why you forgot. Is there anything I can do for you?

Hello, we are already arranging the delivery, and we see that your order has not been paid. Remind you to pay now, we will give priority to delivery, and you will receive the package soon!

You robbed our children at the event. Really lucky. You haven't paid yet. I don't know what the problem is. After a while, the transaction will automatically close. Other buyers take the goods when they have them, and you lose this opportunity!

Hello, I see you haven't paid yet. We support returning goods for 7 days without reason, and we also bought transportation insurance for you. After receiving it, you will be very satisfied and have no worries!

Dear, the * * baby you took at the * * store has not been paid yet. You are an old customer. I applied to the store manager for the price of this VIP, which is much less than what you took!

Hello, you haven't paid for the * * baby you took at the * * store, because it's your first time to buy our products, and I applied to the store manager for a gift, which is only available to VIP customers!

Hello, the * * baby you took at the * * store has not been paid. We'll deliver it at 4 o'clock, and we'll put it off until tomorrow!

Honey, take pictures if you like. Please take photos as soon as possible. The order is in front, and it may be faster for the warehouse to arrange delivery.

Honey, have you ordered now? Ordering now can help you notice that it is a priority!

Excuse me! I didn't see your order. Is it because the baby is not cost-effective or the baby doesn't like it? Customer service * * Poor service I hope my parents will forgive me _ I believe we have been working hard!

Honey, are you there? Your order has not been paid. Please check the information and pay in time to avoid affecting your delivery time. Thank you for coming. I wish you a happy shopping!

Honey, if you like, please take a picture. If you are not satisfied, we support a 7-day return without reason. If you have any questions, please contact us in time, and we will give priority to help you arrange the handling. Please feel free to buy!

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 #E- 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 of brand direct sales, we support seven-day return without reason (it will not affect the secondary sales). For the specific return process, you can log in to XX account to fill in my application for order maintenance/return information, 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!