Customer Service Communication Skills Words _ Collect them quickly

Speech is the art of speaking, the art of being a man, that is, passing the exam? Skill? You can express your wishes more perfectly and get good results or your expected results. Now please enjoy the customer service communication skills I brought to you.

Customer service communication skills Speech as a Taobao customer service, you need to master certain speech users. There are thousands of people, and the traffic is getting less and less, but it is getting more and more accurate, so it is very important to grasp every traffic. Can you catch customers? Taobao customer service is definitely the main force. Mastering the skills of communicating with customers can not only guide customers to promote transactions, but also increase the secondary sales of stores.

Here are some necessary terms and communication skills for Taobao customer service.

Speech on customer service communication skills 1. welcome

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.

Customer service communication skills vocabulary II. conversation

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.

Customer service communication skills vocabulary 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.

Customer service communication skills. 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 have never seen a buyer pay, you can say so? 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 tell the buyer like this. Hello, please don't enter the payment page after filming. You can pay after I revise the freight. ?

C. after the customer completes the payment, you can say? Dear, I see your payment has been 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 number 8?

How to Improve Customer Service Communication Skills (1) Make a list of communication situations and communication objects.

This step is simple. Close your eyes and think about the situations where you interact with people, such as school, family, work unit, parties and all kinds of situations where you interact with people every day. Think about who you need to communicate with, such as friends, parents, classmates, spouses, relatives, leaders, neighbors, strangers and so on. The purpose of making a list is to make yourself clear about the scope and object of your communication, so as to improve your communication ability in an all-round way.

(2) Evaluate your communication.

At this step, ask yourself the following questions:

? What are you satisfied with?

? Under what circumstances do you feel psychological pressure in communication?

? Who would you like to keep in touch with most?

? Who do you like to communicate with the least?

? Do you always keep happy communication with most people?

? Do you often feel that your meaning is not clear?

? Do you often misunderstand others and realize that you are wrong afterwards?

? Do you keep in touch with your friends often?

? Are you often too lazy to write or call people?

Answering the above questions objectively and seriously will help you to know who your communication with is the best and who your communication with needs to be improved.

(3) Evaluate your communication style.

In this step, I mainly ask myself the following three questions:

? Usually, do you communicate with others actively or passively?

? Do you pay attention when communicating with others?

? Is the information sufficient when expressing intentions?

The communicative situations of active communicators and passive communicators are often obviously different. Research shows that active communicators are more likely to establish and maintain extensive interpersonal relationships with others, and are more likely to succeed in interpersonal communication.

Maintaining a high degree of attention in communication helps to understand the psychological state of the other party and can better adjust their communication process according to feedback. No one likes talking to people who are always looking around and absent-minded.

When expressing your intentions, you must pay attention to making yourself fully understood. If the information such as words and actions in communication is not sufficient, it will be impossible to express clearly; If there is too much information and redundancy, it will also cause discomfort to the information recipients. The most common example is that you accidentally stepped on someone else's foot, so apologizing is enough to express your apologies. If you continue to say, "I really didn't mean to, and someone squeezed me, I somehow lost my foothold ..." This kind of verbosity is disgusting. Therefore, complete information without redundancy is the best way to communicate.

(4) formulate and implement communication plan

Through the first few steps, you will certainly find out where you have shortcomings, so as to determine where to focus on improvement. For example, if the scope of communication is narrow, it is necessary to expand the scope of communication; Ignore contact with friends and need to write and call; If communication initiative is not enough, you need to take the initiative to communicate with others and so on. Make these into a step-by-step communication plan, and then put your own plan into action, which is reflected in the specific little things in life. For example, if you feel that your communication range is narrow and your initiative is not enough, you can stipulate to greet two strangers every week, such as asking for directions and chatting. Don't be shy, no one will make fun of your initiative, on the contrary, the other party may appreciate your courage!

When making and implementing the plan, we should pay attention to the principle of gradual progress, that is, we should not set too high demands on ourselves, lest we fail to achieve our goals and dampen our enthusiasm. After the small requirements are realized and consolidated, they will put forward higher requirements for themselves.

(5) to supervise the plan

This step is crucial. Once the supervision is weak, it may fall short. It is best to supervise yourself, such as recording your own development with diaries and charts, and evaluating and analyzing your feelings.

The implementation of the plan needs confidence, and we must firmly believe that we can succeed. Remember: what a person can do is much more than what he has done and believes he can do.