Joke Collection Website - Public benefit messages - How to prevent bad reviews and how to deal with them if they occur?

How to prevent bad reviews and how to deal with them if they occur?

1. Customers silently take orders.

The customer did not communicate with the customer service staff, and directly photographed the baby and paid. Afterwards, the customer service did not fully take the initiative to communicate with the guests and deliver the goods directly. However, after receiving the baby, the guests found that there was a big gap with their own imagination, and they directly gave a bad review without communicating with the customer service staff. For example, there are many problems such as gifts, color difference and styles.

Solution: communicate with the guests actively! Explain to customers in time a series of problems and questions that may arise from this transaction! Including gifts and style details. As long as you think about it, it is very necessary to make it clear! When describing the baby's details, if the baby has something that matches the gift, you must put the gift in a very eye-catching position, usually under the baby's attributes, enlarge the font and attach a link to the gift. Many times bad reviews are also caused by gifts!

2. Inappropriate customer service discourse

When communicating with guests, customer service personnel don't know much about their personality characteristics. Some words said in the communication process are unacceptable to the guests, but they are not directly expressed by the guests. After receiving the baby, they got a bad review because of their poor service attitude. Very helpless! Then there is the bargaining in the process of transaction communication, basically because of the customer's revenge.

Solution: Be sure to use more polite expressions! When guests come into the store to ask questions, they must reply to them as soon as possible. Even if they are busy, it is necessary to set up automatic reply, so be sure to keep a good attitude. 3. Shortage and logistics

Due to the temporary shortage and the delay of the logistics company, the guests received the baby for a long time, such as holidays and big promotion period, and got bad reviews.

Solution: inform the guests of our normal delivery time in time! Customer service staff should check all the express delivery records of the day before leaving work every night, and be sure to know everything! While checking the delivery of express delivery, once the express delivery is found to be stagnant, it is necessary to communicate with the express delivery company in time and report the situation to the customer in time. If the customer is online, we should want to chat. If not, we should text or call. In short, let customers know that we have been tracking customers' express delivery!

4. Because of the quality of the baby, I won a bad review.

Solution: When describing the baby, don't rush to sell the baby and exaggerate the baby's propaganda. Baby, the details must be realistic! If you really get a bad review! Communicate with customers first! Never put the blame on the customer, but dare to take it, so even if the customer gives you a bad review, as long as you actively cooperate with the customer to solve this matter! Reasonable guests will accept it and help you correct it! We must sincerely apologize to our customers and realize our own shortcomings!

5. Novice buyers don't understand Taobao evaluation system.

Novice buyers, in the case of not knowing the importance of Taobao evaluation, are more likely to choose evaluation in compromise (not giving you the best, but not giving you the worst). For novice buyers, praise is that things are very, very perfect, beyond my expectation, even without any flaws, hehe! I don't think anyone's baby can do it, right? What about the evaluation? Just not bad! In my acceptance range, I think it means that you get what you want at a price, which is very affordable. As for the bad review! The novelty of shopping for the first time was hit, which was completely unexpected. Slow delivery, large color difference, and a series of common problems that often appear in online shopping have become very serious things in the eyes of novices, and it is not surprising that they have been badly evaluated! Ha ha. In the final analysis, novices haven't fully realized the importance of evaluation for sellers, and they don't know much about Taobao's evaluation system.

Solution: For novice buyers! The first online shopping will be very nervous, which is a common problem for beginners, such as: worried about being cheated, the quality of clothes is not good, why can't you get it? Wait, a lot of details. At the beginning of the transaction, in addition to explaining the baby's situation in detail to the novice, we should also tell the novice some after-sales knowledge, such as the services supported by our store: 7-day unreasonable return, freight insurance, cash on delivery and so on. More importantly, let the novice know that he has multi-layer service guarantee after buying the baby, and enhance the confidence of the novice in shopping.

mischief

Deliberately make a bad review to tease the seller, but as long as you talk to him well, you can be naughty and usually change it in the end!

7. Unfair competition among peers

At present, there are many Taobao agents. Everyone sells the same clothes, and the purchase price is the same. But your sales ability is stronger than others, which will lead some ill-intentioned sellers to find friends to shoot your things maliciously. Anyway, it is a purpose! Bad review! I just want to make your shop very dark and give you a headache!

Solution: You can reply to him directly under his bad comments and tell everyone that this person is a colleague.

8. Professional bad reviewer

A professional online buyer who extorts bad reviews from online sellers, forces the sellers to yield, and asks the sellers to provide corresponding "compensation" to make a profit.

Solution: Never compromise with professional bad reviewers and complain to Taobao officials about rights protection.

Secondly, we should also do:

1, guarantee the quality of goods: If the quality of the treasures in your store is mixed, the quality of those popular treasures is definitely satisfactory, because most of your comments come from these popular treasures.

2, improve the baby's price/performance ratio: the price/performance ratio of goods is very important, and the high price/performance ratio will make buyers feel worthy of buying.

3. Improve customer service.

A. Pre-sales services:

(1) Response speed: When the buyer inquires, the response time should be fast, which directly reflects your attitude. If you are too busy, you should also set an automatic reply or a quick reply! In order not to let buyers feel left out, it will have a bad influence. At the same time, ensure that Want Want is online when the traffic is heavy.

(2) Sort out common expressions in advance: Customer service can accumulate more questions that buyers usually ask, sort out the best reply language first, and give the best answer in a short time the next time buyers ask questions.

(3) Customer service learns professional knowledge of products: Only when buyers ask questions can they answer them correctly and professionally, so as to avoid answering product information by mistake because they are unfamiliar with the products, which leads to the inconsistency between the buyer and the customer service description after receiving the goods.

(4) When the baby changes the price and postage, speed up the operation so as not to neglect the buyer.

(5) When the buyer has doubts and fears that it is not suitable for use before shopping, it is recommended that the buyer buy transportation insurance to avoid bad reviews caused by disputes over the postage for returning goods.

(6) Respect the buyer and be patient: respect the buyer no matter when consulting or bargaining, even if the buyer is slow. Buyers can politely refuse to bargain, but they must be polite. Now opening an online shop sells not only treasures, but also services.

B. after-sales service:

If the buyer has any questions after receiving the goods, the customer service should answer them patiently and meticulously. When buyers contact after-sales, they should first appease the buyers and find out what the problem is. When the problem lies with yourself, you should be brave enough to take responsibility. What many buyers care about is not the refund or postage of a few dollars, but your service attitude, whether you satisfy him or not, and whether you have the sincerity to solve the problem. Therefore, attitude is very important, know how to think for buyers, reduce bad reviews with services, enhance buyers' trust and increase repeat customers.

C, pay attention to delivery details:

(1) Timely delivery

(2) Packaging should be firm and exquisite: the quality of packaging directly reflects whether the seller's service is intentional or not, which affects the grade of goods. If you have bought things in some big stores, you will find that many big stores have exquisite gift boxes, which is enough to show the grade of goods and the strength of sellers. Just like a big brand in Shenzhen: although OSA's clothes are a little expensive, they are beautifully packaged when they are delivered. You will find that their strength and intentions are proved by packaging, and you will still feel worthwhile. Raised the desire to give praise.

(3) Delivery SMS reminder/arrival reminder: Now many big sellers buy things in their own stores in order to provide more thoughtful reminder service. When delivering goods, they have delivery SMS to remind buyers, or the goods are coming soon, for example, when they arrive in the city, they send SMS to remind buyers to pay attention to receiving goods. A small note, a short message, a handwritten letter: all these may impress the buyer. Through such details to enhance the image of the store, meticulous care for buyers, but also enhance the praise of buyers.

(4) Choose a courier company with good reputation and many outlets: when delivering goods, in some remote towns and villages, first check whether the courier company you cooperate with can arrive. If it doesn't arrive, contact the buyer in time to see if any other courier will arrive, so as not to cause the courier to fail, and let the buyer go far away to pick it up or resend it, which will lead to bad reviews. Seriously doing the above points can basically reduce bad reviews and improve dynamic scores!