What kind of handling methods and skills are there in the after-sales handling of the bad reviews?

the evaluation system is an important reference standard for buyers and sellers in the network, and its importance and influence are self-evident. So how should we deal with the bad reviews? How to communicate so that customers are willing to delete the bad reviews? After five or six years of hard work, I have accumulated some experience to share as follows:

1. The mentality that a seller should have

I believe that there is a fear of communication lurking in everyone's heart, and so is hard work, fear of losing face, fear of scolding, fear of being wronged and fear of failure. Being rejected, scolded and wronged will naturally lead to frustration and shadow in my heart, and it is even more irritable and irritable. As a result, many sellers always want to escape and shirk when they encounter bad reviews, and eventually they will go away. Just don't face the fear of communication, and the bad review will be an insurmountable hurdle in your heart.

Think that picking up the phone is nothing more than being hung up, scolded and rejected. It's not the first time. What's to be afraid of? If it doesn't work once, let's try a few more times. It should be him, not you.

Actually, it's good to be numb and get used to it. Regardless of your cynicism and unreasonable abuse, we are still calm and unmoved.

No matter what kind of bad reviews and people you meet, pick up the phone bravely.

as sellers, all we need is a little courage.

Second, what should be done in communication

I hope you can do the following in communication with customers:

1. Express yourself as slowly and sincerely as possible, and speak in spoken English

2. Understand the causes of the poor evaluation and find out the crux of the poor evaluation

3. Don't shirk, admit your mistakes and take responsibility

4. Provide customers with various solutions.

Third, the words used in communication

Communication process and words with customers:

1, indicating identity and purpose;

"Excuse me, Mr./Ms. XX, I'm the after-sales manager of XX store. I'd like to give you a after-sales call. Can I keep you for three minutes?"

"Excuse me, is this Mr./Ms. XX? ..... excuse me, I'm the seller of XX in Taobao shop, and I want to pay you a return visit, just three minutes, okay? "

"hello, is this Mr./Ms. XX? ..... Sorry to bother you, I am a merchant selling XX on Taobao, and I will pay a return visit to your shopping, just for a few minutes? "

2. I apologize or thank you, and I am willing to accept the customer's proposal with an open mind;

"I saw that you gave me a comment saying that it was a XX question, and I am very grateful for your suggestion. I also communicated with my colleagues and adopted your suggestion ..."

"I am sorry for the inconvenience caused by your message ..."

"I am sorry for not being satisfied with your comment ..."

3, to show my gratitude to customers.

"We are both sellers and buyers of Taobao, and we are particularly angry when we buy a lot of things, so we can stand in your position and especially understand you ..."

"Like you, we are also an old buyer of yellow diamonds, and sometimes we believe that the seller only shopped at his house, and we are also particularly angry when we receive things with problems, so we especially understand our feelings now ..." <

4. Admit the fault, take the responsibility, provide several solutions for the poor evaluation, and pay attention to giving customers a step down;

"So, I have discussed with my colleagues here, and agreed to help you with the return processing for free. Will you help your parents contact the courier to collect the returned parts, and immediately arrange another set for you to receive the new baby as soon as possible?

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

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

5, indicating the importance of evaluation and giving opportunities for correction;

"Online shopping can't be seen or touched, and it depends on evaluation to a great extent. Therefore, the bad reviews have a great impact on the store. I hope parents can be considerate. Can you give me a chance to mend my ways and help me delete the bad reviews? Thank you."

"The evaluation has a great impact on the online store. This bad review was scolded by the owner, so I contacted my parents more. I hope parents can give me a chance to help me delete the bad reviews ..." Thank you very much, "

6. Finally, regardless of the result, I apologize to the customer again for the poor evaluation, thank the customer for answering, 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."

"Thank you anyway, for the trouble. I hope you have a good mood. "

"I'm sorry for our lack again, and thank you for your understanding. Thank you, dear. I look forward to your coming again."

It is better to believe all the books than not to have any books. The specific situation is analyzed in detail, for reference only. Please don't copy them mechanically. Pay attention to slow down the speed of communication, be sincere in tone, and be prepared for rejection. No matter how powerful the eloquence is, it is not as good as an unswerving heart, perseverance, and there is no ice that cannot be melted.