Ask the buyer to change the bad review information.

I have written many words, skills and short message templates about modifying and deleting bad reviews, but people always ask about these words, so I might as well repeat them.

The premise is that each Taobao merchant's products and services are different and their positioning is different. Short messages are for reference, try to be based on your own situation, so as not to be self-defeating and get twice the result with half the effort.

The following process can be telephone communication or SMS template. In the case of short message communication, multiple processes need to be added to the same short message to avoid frequent replies from customers.

For example:

1 indicates approval, 2 indicates apology and 3 indicates understanding, which can be used as a short message template;

4. Put forward the solution as a single SMS template and wait for the buyer to reply;

5, give corrections, 6, thank you, as a short message template at the end.

1, indicating identity and purpose;

"Excuse me, Mr./Ms. XX, I am the after-sales manager of XX store. I want to give you an after-sales service interview. Can I keep you for three minutes? "

"Excuse me, is this Mr/Miss XX? ..... Excuse me, I am the seller of Taobao Store XX, and I want to pay you a return visit, just for three minutes, okay? "

"Hello, is this Mr/Miss XX? .....？ Sorry to bother you, I am a merchant selling XX on Taobao. May I pay a return visit to your shopping for a few minutes? "

2. Express apologies or thanks, and be willing to accept the customer's proposal with an open mind;

"I see that the evaluation you gave is a XX problem. Thank you for your advice. I also communicated with my colleagues and adopted your suggestion ... "

"I apologize for the inconvenience caused by your message ..."

"I'm sorry I'm not satisfied with your evaluation ..."

3. Show understanding to customers, care about each other, and understand customers' feelings from the customers' standpoint;

"I am a seller and a buyer of Taobao. I have bought a lot of things, and I am particularly angry when I have problems with shopping and poor service, so I can stand in your position and understand you ... "

"Like you, I am also an old buyer of yellow diamonds. Sometimes I believe that the seller only shops at his home. When I received something, I still had a problem. I was very angry, so I especially understood how I feel now ... "

"I can especially understand your mood now. We often buy things online, and I am particularly angry and distressed when I encounter such problems. "

4. Admit the fault, take responsibility, provide several solutions to the poor evaluation, and pay attention to the customer's steps;

"So, I also discussed with my colleagues here and agreed to help you return the goods for free. Help your parents contact the courier to get the returned goods, and arrange for you to send a new set immediately, so that you can receive the new baby as soon as possible, okay?

"So, I also applied to the shopkeeper to send a small gift to my relatives as an apology, and I know you don't care about this gift, but it's really because we didn't do enough that we caused you so much trouble. Could you please give me a chance to receive it and send it directly to your delivery address? "

"So, I also apply to the boss for xx compensation for my relatives. I know you don't care about this compensation, but it's really our fault that caused you unnecessary trouble. I hope you can understand and give me a chance to call you Alipay directly? "

5, show the importance of evaluation and give the opportunity to correct;

"Online shopping is intangible and largely depends on evaluation. Therefore, bad reviews have a greater impact on stores. I hope my parents can understand and give me a chance to change. Can you help delete the bad reviews? Thank you. "

"Evaluation has a great influence on online stores. This bad review also scolded the owner, so I contacted my parents more. I hope my parents can give me a chance to help delete bad reviews. Thank you ... "

"Every compliment is an encouragement and recognition of our work, and I hope that every transaction can be completed. I hope you can give us a chance to change, okay? Thank you, thank you. "

6. Finally, no matter what the result is, I apologize to the customer again for the bad review, thank the customer for his answer, and look forward to the customer's coming again.

"I apologize to you again for our fault and thank you for your communication. Thank you. I look forward to your shopping again. I hope you have a good mood. "

"Anyway, thank you very much for your trouble. I hope you have a good mood. "

"I'm sorry we are missing again, thank you for your understanding. Thank you, dear. I look forward to your coming again. "

The words are all dead. They are for reference only. I hope it can be used flexibly. It is better to believe in books than not to have them. I hope I can help you.