Language communication skills of Taobao customer service

Language communication skills of Taobao customer service

There is a truth in market economy-whoever cares more about customers will have a bigger market. Below I have compiled the communication skills of Taobao customer service for you, hoping to help you.

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 current customer service work. As a buyer, bargaining has become the most common habit 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. "

5. Logistics link

In the process of online shopping, logistics is a very important link, which affects the hearts of buyers and sellers.

A. Take the initiative to ask, "Hello, this is customer service number 8. Which city did you send the goods to? " According to the buyer's city, inform the buyer of our express delivery. "Hello, we are working with XX Express. You can buy it now and arrange delivery today. Under normal circumstances, it will arrive in about XX days. "

B. Make it clear in advance that when you tell customers that the goods can arrive in a few days, some customers will ask, can XX arrive? Questions like that. Be sure to inform the customer in advance, "Hello, because the express delivery is beyond our control, we can't guarantee the specific delivery time, only that we will arrange the delivery for you today, I hope you can understand."

C. when you meet an anxious buyer, you are required to ensure that the goods must arrive within a few days. You can say, "If you are in a hurry, I suggest you use SF Express, that is, the freight is a bit expensive, within one kilogram of Jiangsu, Zhejiang and Shanghai 14 yuan, and within one kilogram of 22 yuan in other regions." For overweight and bulky goods, it is necessary to combine the weight and volume of the goods and the place where the customer receives the goods, calculate the freight and inform the customer.

6. After-sales link

After-sales treatment process: appease-find out the reason-show your position-try your best to solve it-sincerely apologize-thank you for understanding.

Here is the scene 1 (G is the customer and K is the customer service).

G: Is anyone there?

K: Hello, this is customer service number 8. I'm glad to serve you. What can I do for you?+smiling face.

G: It's been several days. I haven't received my things yet. What's the matter with you? ! !

K: I'm very sorry for the delay. Please wait a moment while I check the logistics information.

(At this time, the customer service should check the buyer's order and inquire about the logistics information, and can't keep the customer waiting for too long. )

G: speed!

K: Hello, I just checked the logistics information. The goods have arrived in your local area. Maybe it is.

It hasn't been delivered to you yet. (If the reply text is too much, you can send it to the customer in sections to avoid keeping the customer waiting for too long. )

K: OK, let's contact the courier company now, ask about the specific situation, and then get back to you and try to deliver it to you as soon as possible.

K: I'm really sorry for the delay of your time because of the express delivery.

G: The sooner the better ...

K: Well, thank you for your understanding. I'm very sorry for the trouble.

Usually after such a period of time, the customer's anger has dissipated by more than half. What you need to do now is to keep your word, contact the courier company yourself or after-sales customer service, verify the information, understand the specific situation, and give the customer a reply, preferably a telephone reply, so that the customer can feel our sincerity and enthusiasm in solving the problem. )

Here is scenario 2 (G is the customer and K is the customer service).

G: Your things are terrible! ! !

K: Hello, this is customer service number 8. I'm glad to serve you. what can I do for you? +smiley face expression

G: I have received the goods. The quality is too bad! ! ! Give me a refund.

K: Hello, I'm sorry to bother you. Can you tell me the details?

G: The box is broken, and so is the shell. You should also send something like this out. Get a refund!

K: Hello, I'm very sorry. Do you think it is convenient for you to take a photo and send it to us? Don't worry, if there is really a quality problem with our goods, we will return them unconditionally and give you a refund.

G: wait a minute. I'll take your picture when I get home from work.

K: OK, we will handle it for you as soon as possible, which has delayed your time.

(Return principle: For quality problems, we will bear the return freight for unconditional return. If the customer doesn't like it, or because of the size, it can be returned, but the customer has to bear the freight for sending it back and the freight we delivered to the customer at that time.

Most buyers are reasonable, and of course some are unreasonable. For example, it is obvious that the size you bought is not suitable, but you insist that there are quality problems and require a return, or criticize the cable head, and the appearance is flawed. Wait, don't quarrel with customers at ordinary times. First, ask customers to take photos and provide evidence pictures. After taking photos, if it belongs to the quality problem of the goods themselves, it will be handled according to the return process. It's not the product quality, but the appearance and packaging defects. Explain to customers reasonably that it is not a quality problem and will not affect normal use. If you really don't like it, you can also return it for a refund. However, the customer has to bear the round-trip freight. Note: Don't quarrel with customers under any circumstances, and express your opinions reasonably.

7. farewell+praise

When the transaction is completed, there should be corresponding farewell words to guide customers to make a good evaluation of us.

A. farewell speech

Thank you for your patronage and look forward to your coming again. If you are satisfied with the goods, please give us 5 points. We cherish the evaluation of every buyer. If you are not satisfied with our products or services, you can contact us at any time, and we will serve you until you are satisfied+smiling face!

Hello, thank you for your patronage. Are you satisfied with the service of Customer Service No.8? If yes, please give us full marks. XX (store name) is more wonderful with you! +Smiling face.

Note: In the process of communication, try to avoid using negative words, such as: no, no, no and so on. If you use negative words, be sure to explain them clearly.

Further reading

1. The response time should not be too long.

As we all know, when customers choose a product, they are not only looking at one of your stores, but also looking at several stores at the same time. Customers may look at the top-ranked stores, or they may look at the stores with low prices.

Then the customer service can set up an automatic reply, and when you are not in front of the computer, you can write a welcome message or a welcome message from the store, which can basically retain customers. Of course, customer service communication skills should be based on quick reply, and it is best to reply as soon as possible within 1 minute.

Remember to be gentle, don't be cold, don't quarrel with the guests.

Customer service communication skills also include never responding to customers' questions just because you don't understand them, or ignoring or quarreling with customers if you think their requirements are too unreasonable. If you treat customers like this in customer service communication, you will often lose customers in this link, which is very regrettable.

Of course, if you don't understand, you can transfer those who don't want to reply to your senior colleagues around you, or transfer them to your supervisor and ask him to receive them for you.

Remember not to urge customers to pay.

The communication skills of customer service also include, don't rush to ask customers to pay quickly because they think it's time to get off work, or think that customers are impatient because they can't buy it too late. This kind of customer service communication is the last thing customers like. After all, the world doesn't revolve around one person, and everyone has different ideas. People have different choices.

In fact, we can euphemistically tell our customers the advantages of our products, the time for express delivery is coming, the inventory of baby activities is running out, and so on. Customer service communication skills suggest that customers will enjoy the baby faster if they pay as soon as possible, and don't be too tough to disgust customers.

4. Your words should be as short as possible and highlight the key points.

The most basic communication skill of customer service is to be familiar with all the products in the store, as well as the details, advantages and characteristics. Because of the requirements of the product, it is important to remember what each attribute is.

It is possible for customers not to understand, so we should reply them in the shortest language in customer service communication. Guide customers to clearly understand the products, so that customers can complete the order after generating trust.

Remember not to use typos.

This typo may be a problem that we all make. However, in customer service communication, while pursuing typing speed, we should also avoid the use of typos, so that customers can feel the professional level of store customer service. When I was in Weibo, I often saw some jokes, such as "You have to pay to live" and "How many pieces can you have in a tryst".

Don't joke about customer service communication. Try to type fast and type correctly. This is an excellent customer service communication skill.

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