Customer service speech

When talking with customers, Taobao customer service must grasp the discretion and master the skills. Some novice sellers are new to Taobao and may not know how to communicate effectively with customers. Here I carefully sort out some commonly used words in Taobao customer service. I hope I can help you.

Customer service speech article 1 1) I can understand;

2) I understand how you feel;

3) I understand why you are angry, and I would feel the same way if I were you;

4) Please don't worry, I understand your feelings very well, and we will try our best to solve it for you;

5) If I have so much trouble with you, it will be your mood now;

6) It's inconvenient for you to have such a thing happen, but we should face it positively, right?

7) Yes, if I encounter so much trouble from you, I will feel very wronged;

8) I understand your feelings very well, please rest assured that we will definitely find out and give you a satisfactory answer;

9) I really understand, please rest assured that we will definitely check it out and give you a reply;

10) "I can hear that you are in a hurry" "I feel that you are a little worried" "I can understand that you are angry. Let me give you some other advice. What do you think? " "I can feel your disappointment, what I can help you is ..." "I can feel that the situation and business of XXX have brought you unnecessary trouble;

1 1) "If it were me, I would be in a hurry ..." "I feel the same way with you ..." "It's very irritating ..."

12) Hello, I'm very sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?

13) You are right, and I feel the same way;

14) We are very sorry for the inconvenience, and we feel the same as you.

15) I can understand your feelings, and I'll deal with it for you right away;

16) "Miss, I really understand you ...;

17) Yes, if I am in trouble like you, I believe I will feel the same way.

Second, be taken seriously.

18) sir, you have been our customer for XX years;

19) You are an old customer who has supported us for a long time;

You are so familiar with our business that you must be our old customer. Sorry, we are sorry for such a mistake.

2 1) sir/madam, I'm sorry that the previous service made you feel bad. Our company attaches great importance to customers' opinions, and we will reflect what you said to relevant departments for improvement as soon as possible.

Third, replace "you" with "I"

You're confusing me. I don't quite understand. Can you repeat your question?

23) You are mistaken-(because) I think there may be a misunderstanding in our communication;

24) I have made it very clear-maybe I didn't explain it clearly, which made you misunderstand;

25) Do you understand? Do you understand my explanation? ;

26) Ah, what did you say? Sorry, I didn't catch that. Would you please say that again?

27) Do you need-(on the contrary) I suggest .../Do you think it is possible ...;

Fourth, speak from the customer's point of view.

28) This is mainly to protect your interests;

29) If someone can help you with such an important business, it is very insecure for your interests;

30) I know you will understand, this is to ensure the rights and interests of loyal customers, who are as important to our company as you;

5. What is the sweetest mouth?

3 1) Thank you;

32) Thank you very much for your good suggestion, and we will reflect it upward, because with your suggestion, we will make continuous progress;

33) Thank you for your understanding and support (when customers are dissatisfied but don't pursue them), we will constantly improve our service to satisfy you;

Sir, you are an old customer of ours. Of course, we can't betray your trust. ...

Actually, we are very sorry for this trouble. We will record what you said and feed it back to the relevant departments, and we will try our best to avoid the recurrence of the problem. ...

36) Thank you very much for providing us with this information, which will make our service better;

37) Never mind, what is it?

Thank you for your support of our work. I hope you will continue to support us in the future!

39) Thank you for your service supervision, which will make us do better;

40) Thank you for your support to our company, and your feedback suggestions will be an important reference for our company to improve its work in the future;

4 1) Thank you for your feedback. We will strengthen job training, and you are welcome to supervise our work at any time.

42) Thank you for your feedback. This problem has always been a problem that our company attaches great importance to. At present, in addition to the manual desk, we also provide other channels. I hope you can give us better suggestions.

43) In view of the situation you just reflected, our company will continue to improve, hoping to bring you better service after improvement;

44) I'm really sorry for causing you such doubts and making you angry;

45) Thank you very much for your concern and support, and we will improve it as soon as possible;

46) Your suggestion is very good, I agree;

Thank you very much for your valuable advice. It is an honor for our company to have a customer like you.

Sixth, the art of rejection.

48) Miss/Sir, I quite understand your idea, but I'm sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first, and then contact you after verification, okay?

What you said is very reasonable. If we can help you, we will do our best. Please forgive us if we can't help you.

Although we can't handle or solve this matter at present, what I can do is. ...

5 1) Thank you for your support of our company's activities! As many customers are interested in participating, XX redeemed/designated products are out of stock (sold out), please pay attention to future preferential activities;

Thank you, sir/madam, for your interest in our XX business. We haven't got the latest news yet. I suggest you go to the website first, or call for advice later.

Thank you very much for your attention. Not implemented for the time being. Please pay attention later.

54) Thank you very much for your feedback, Sir/Madam. We will try our best to improve this problem and hope that you will continue to support and supervise our work. Thank you!

55) Miss/Sir, I can understand your feelings, so how do you want us to help you solve it?

56) Miss/Sir, you are our customer, and we try our best to satisfy you. This is our job requirement. I'm sorry, what you said is really reasonable. If we can help you, we will do our best. Please forgive us if we can't help you.

Seven, shorten the call

57) Hello, in order to facilitate your understanding (memory), I will send you the content by SMS (MMS), please pay attention to the inquiry;

58) Because there are many contents involved, shall I send you the specific contents by MMS?

Eight, how to make customers "wait"

59) Sorry for the delay of your time;

60) "Remind me before waiting:" Please wait a moment, sir/madam, and I'll check for you right away "

6 1) Waiting for the call to resume: "Thank you for waiting, sir/madam. I found .../Now the result is ... "

62) Please wait a moment, it will be ready soon;

63) Because it takes some time to query the data, I'm sorry to delay (you) a little time;

64) Thank you for your patience;

Nine, record content

65) Is it convenient for you to provide specific information (detailed address, time, phenomenon, etc.). )? We will give you the records so that the technical department can inquire and handle them as soon as possible. Thank you for your cooperation!

66) Thank you for your valuable comments, and we will record them to the relevant departments!

I really hope I can help you. In view of this matter, our company will have someone to help you deal with it as soon as possible. don't worry ...

Hello, sir! XX is now in the popularization stage. It is because of your use that we know the shortcomings of the new business after its launch. Thank you very much for your timely feedback on this deficiency.

69) This may be the mistake of our staff, and we will give you feedback immediately. Please rest assured that we will give you a satisfactory result!

I agree to your proposal, sir/madam. I'll write it down and hope it can be implemented as soon as possible. Please pay attention! Thank you very much for your valuable advice;

Customer service speech 2 1, when customers visit:

Hello, this is 99a &；; Mi Dou Customer Service Department. Glad to help you. what can I do for you?

At the end of the call, you should say

Are there any other questions that can help you? (If the other party has no more questions) Thank you for calling and wish you a happy shopping!

3. When users conduct business consultation, the customer service inquires about information or asks questions that they can't answer accurately, or there is no relevant information for the time being, or they are unfamiliar with some information of the company (it is forbidden to answer customers' questions according to their own guesses, which will cause customers' disgust).

You should say, I'm sorry. Just a moment, please. I'll check for you. I can't tell the customer that I don't know, I don't know, I will ask the team leader in time and tell the customer in time. Press the wait key during the query)

4. When the user is asked to answer the question again after waiting:

"Thank you for your patience. The question you ask is. "

When you can't understand the customer's intention correctly, or because the customer can't express clearly (with accent): Sorry, I don't quite understand what you mean, would you please repeat it?

6. There is no such information for the time being or it is estimated that the customer will have to wait for a long time. When answering an outgoing call: I'm sorry, but I need to verify the question you mentioned. Please leave your valid phone number, and we will get back to you in time.

7. When the customer's personal information is needed:

Sorry, in order to protect the interests of customers, I can't provide you with personal information of customers. Please understand.

8. When users make some suggestions:

(1) Your suggestion is very important. We will transfer it to the relevant departments in time. Thank you for your support! Or: Thank you very much for giving us this suggestion and your support!

(2) If the proposal is not adopted, we are very sorry that we are unable to provide you with the content requirements mentioned in your proposal for the time being. Please understand! Thank you for your trust in our company. We will consider your suggestion and hope that you can continue to pay attention to and support us in the future.

9. When the user asks to chat and takes a long time (harassing the phone)

Sorry, we don't offer this service. Thank you for calling. Please hang up the phone.

10, if the user speaks too fast, or speaks in dialect, the voice is too low, sorry, I can't hear you. Would you please speak a little louder? Sorry, I don't understand dialects, so please speak Mandarin.

1 1. If the user doesn't talk,

Hello, your phone has been connected, please continue. If you don't talk after repeating it twice, I'm sorry, there is no sound on your phone. Please redial later. )

12. When users praise customer service, for example, thank you very much. You are the most patient customer service I have ever seen. You're welcome. This is what I should do. Do you need any other help?

13, complaints caused by system failure (network problems) or a large number of user inquiries.

Sorry, due to the temporary adjustment of the system, the relevant technicians are dealing with it. Please pay attention to our official website and try again later, OK? On behalf of the company, I apologize for the impact on your use. We are actively solving the problem and will return to normal in about time. Please observe later. Please continue to contact us if you have any questions.

14, standard terms when users complain:

(1) If you can directly reply to the user, calm the user's anger and understand the content of the complaint:

Sir/Madam: First of all, I apologize for the inconvenience caused by this question. Please tell me in detail what you want to respond to, and we will help you solve it.

(2) Need to call out but can't answer directly;

We have made a detailed record of your (complaint/response) content and will forward it to the relevant departments for resolution as soon as possible. We will inform you of the result by email as soon as it is processed.

(3) When users complain that you or other customer service representatives have poor service attitude or are not very skilled in business, (after listening to customer statements): Sorry, you are very welcome to supervise our service, and we will pay attention to improvement in our future work. Thank you for your advice. (When dealing with this kind of problem, pay attention to calm the customer's anger as much as possible to avoid escalating the complaint. )

(4) If the customer requests to reply to the result again:

Hello, please leave your valid email address and we will reply you as soon as possible.

(5) When users criticize or praise:

Criticism: We understand your feelings, and we attach great importance to your question. We will revise it in time and continuously improve our service level. Thank you for your criticism and correction.

Zan: Thank you. We will work harder to do it well.

16. When the customer makes a reasonable request:

You can give an answer in a short time: we will reflect your request to the relevant departments and give you an answer as soon as possible.

We can't give you an answer in a short time: we will reflect your requirements to the relevant departments in time, but for some reasons, we may not be able to meet your needs for the time being. Please understand.

17, unreasonable demands of customers:

This is beyond our service scope and may not help you. Excuse me!