Customer service

Dictionary of customer service vocabulary

Everyone has a lot of knowledge points in real study and life, right? Knowledge points are the contents that are often tested, or the places where exams often give questions. In order to help you master important knowledge points, the following are the customer service knowledge points I have compiled for you. You are welcome to study for reference. I hope it helps you.

Welcome class

1. Don't worry, I'll help you check the situation right away. Can you provide the order number?

I'll check it for you right away. Please wait a moment.

3. You need to provide a product link here to help you inquire, thank you.

4. Hello! Welcome leaders to visit, I am your exclusive customer service xxx. Glad to serve you (smiling face)

5. Hello, welcome to buy XX. I hope my greetings, such as fresh rain and water, will wash away your troubles, such as cool wind, blow away your locked brows and make you carefree and happy forever!

Anfu

1. I can understand;

2. I understand your feelings very well;

I understand why you are angry. If I were you, I would feel the same way.

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

5. If I meet you so much trouble, it will be your mood now;

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 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 see that you are in a hurry, ~ ~ I feel that you are worried ~ ~ I can feel that you are angry. Let me give you some other advice. Do you like it?

1 1. I'm very sorry. Don't worry. Maybe our previous service was not done well. I'm really sorry.

12. Look, what problems have you encountered? Can I keep it for you?

13. Sorry, I didn't mean that. Maybe I didn't explain it clearly. Can I explain it to you again?

14. Hello, I'm very sorry, the goods have just been sent out, the courier information has not been uploaded, or the uploaded information has not been updated in time. Please be patient.

15. Hello, I'll help you check whether the express number is correct, and I'll tell you the details by text message after confirmation. May I ask your mobile phone number?

16. I'm very sorry. Maybe our previous service was not done well. Let me tell you that I'm sorry. Don't worry. I'll deal with this problem for you now.

17. I'm really sorry to make you unhappy. Regarding your feedback, I will give it back to our quality inspection. Please believe us.

18. Please be patient. After delivery, we will track the logistics until it is delivered to you.

19. Dear Mr./Ms. X, I am very sorry for the inconvenience caused by the baby (product) problem. I have arranged an expert to handle this matter for you. If you have any questions about the treasure behind, please ask the younger one to help you answer them! !

20. I apologize for the inconvenience. We'll have someone follow up your question. I'll call you later. Please pay attention to the answer. If you have any questions, please feel free to contact us.

2 1. Don't worry yet! It will take about x days for the items you photographed to be sent from xx (city) to xx (city), and you are expected to receive them within x days! We always help you pay attention to the logistics dynamics. If there are any problems on the way, we will inform you as soon as possible! Please rest assured!

22. Your things have been hurried away by the old man Yu Jian at an altitude of 100,000 miles. I hope everyone will wait patiently and arrive in a few days! I have lived here for a long time. If you have any questions, I will answer your questions. Please leave.

23.XXX, I'm really sorry, because there are a lot of MMS messages, and the reply is a little slow. I will reply to you as soon as possible. Thank you for your understanding!

24. Dear customer, hello, I'm sorry for the inconvenience. As a brand-authorized flagship store, although our warehousing department has strict quality control and delivery process for the goods it sends out, due to the large order volume, it is inevitable that there will be less delivery and missed delivery. The logistics company that cooperates with our store will also weigh every item received every day according to the order. Please provide your shopping order number. A special colleague will contact you after verification. If it is a warehouse problem, we will inform the personnel department to punish and train the relevant personnel, and we will also reissue the goods that are sent less or missed (if there is a problem with the store itself, the postage will be paid by the merchant).

Praise class

1. You are all our old customers in JD.COM;

2. You are an old customer who has supported us for a long time;

3. You have a good eye ~

4. You are very kind. Glad to serve you ~

Thank you very much for your comments and suggestions. I will give your feedback to my superiors in the future. Thank you!

6. I really bother you;

7. Thank you very much for your good advice. We will constantly improve our service to your satisfaction.

You are our old customer, so of course we can't betray your trust. .........................................................................................................................................................

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

10. Thank you for your supervision of our service, which will make us do better;

Attach importance to solving class problems

1. Hello, you are our old customer, and we will definitely guarantee your rights and interests ~ Please rest assured.

2. Hello, I have recorded the tape for you, and I will give you feedback in time.

I think your order is really overdue for a long time. I'll apply for our senior customer service for you right away.

Hello, I have reflected your opinion to my supervisor ~ ~ We will definitely improve it as soon as possible.

5. Hello, we will pay attention to your problem, strengthen store management and update express information in time.

6. Well, all right! Your order has been accepted. We will deliver the goods for you within 12 hours. Remember to check whether the goods are damaged and whether the accessories are complete when receiving the goods. If you are not satisfied, please contact me in time, O(∩_∩)O Thank you.

If you have any questions or need me, please don't hesitate. I'll be on call.

8. Hello, I'm XX, and the express mail I tracked for you has been successfully signed.

9. If you are free after going online, please tell me whether the size is suitable and the style is satisfactory. So I'm relieved. If you have any questions or need to use Xiao Huang, please don't hesitate. I'll be on call.

10. (Not paid after consulting) I have seen your order. Please pay the next payment at your convenience so that we can arrange delivery for you today. If you have any other questions, you can contact me at any time. I am customer service XX. Thank you for your patronage.

1 1. Dear customers, hello, thank you for taking time out of your busy schedule to evaluate our products! If there are problems in the use of goods, they can be handled after sale. We have perfect after-sales guarantee, please rest assured, thank you!

12. For the problems you have reflected, Xiao Er has already reflected them to the manager, and the manager will give you a reply as soon as Xiao Er replies. Just a moment, please.

13. Hello, the goods you purchased must be delivered to you before XX. Our store will track the logistics situation for you all the time to ensure that the goods are delivered to you urgently. Please feel free to consult me if you don't understand anything in the process of receiving goods. Wish you a happy life!

14. Hello, our cooperative express delivery is XX express delivery, which can be transferred to postal EMS in areas where XX express delivery is not available.

15. Sorry, our pricing is already the lowest price. All products are non-negotiable, and there is no way to offer any more discounts ~ ~ ~

16. Hello, I'm really sorry. If it can be less, I will definitely give you less, but the in-store activities and package prices are set by the company. Even the small customer service can't operate by itself. Please forgive me.

17. The warehouse is equipped with quality inspectors, and we look forward to your satisfactory evaluation after receiving the bags ~ (x _ _ x) Your satisfaction is the sweet fruit of our harvest.

The consultation did not place an order

1. Hello, if you like, I hope you can place an order as soon as possible, so that we can arrange delivery for you as soon as possible and you can receive your favorite goods as soon as possible!

2.2. Hello, Mr./Ms. XX! I'm xx from XX franchise store in JD.COM. I just saw you place an order backstage, but you haven't paid yet. Did you encounter any problems with your payment? Or when is it convenient for you to pay the next payment, so that I can arrange delivery for you earlier.

Dear friend, the XXX mobile power supply you bought in JD.COM XXX flagship store has not been paid. Inventory is limited. Please pay as soon as possible if necessary. We will deliver the goods to you before 17:00. You can call 400080XXXX for consultation. Wish you a happy life!

4. Hello, I didn't see your successful order here. I don't know what's wrong with your order. What can I do for you?

Hello, is there anything else you need to know? If not, please take pictures of the goods you need as soon as possible and complete the payment so that we can deliver them to you in time. Thank you for your support!

End class

1. You're welcome. What shall we do? Are there any other questions that can help you?

Is there anything else I can do for you? I wish you and your family good health and happiness! Finally, please click on the small red heart to evaluate my service! ^_^

Thank you for your support to JD.COM. In order to improve the service quality, please click on "Little Red Heart" to evaluate my service. Thank you! Happy shopping O(∩_∩)O~ Bye!

4. Your Majesty, the tribute has already started from the Escort Agency, which is a famous XX Escort Agency. At the moment, the tribute is being sent to the palace at full speed. If your majesty is satisfied with the tribute, please give me five-star praise!

Thank you for your inquiry. If you have any questions, please feel free to contact us. I wish you a happy shopping.

return

1. Please write down your requirements on the shopping list. If there is no shopping list, please write down your name, phone number and requirements in white paper! Put it in the package and send it back! It is convenient for us to deal with it in time. Thank you for your cooperation!

2. Return process: ① receipt confirmation → ② application for return-③ clothes delivery. ★ Note: In order to handle the return business for you as soon as possible, please write down the order number, order recipient and contact information clearly on the after-sales service card.

3. Dear customers, hello! We promise to return the goods within the return time and guarantee for one year. If you have any questions about your products, please contact our customer service for verification, and we will definitely give you a satisfactory answer. Thank you again for your support and wish you a happy life!

4. Dear customers, hello! If you have quality problems, you can contact us for one year's after-sales warranty, and he will help you arrange it. Thank you for your advice and support. Your approval is our greatest motivation ~! We will continue to strive to provide you with better products and services!

5. Hello! What are you dissatisfied with? You tell us, and we will try our best to solve it for you! Of course, you can also provide a return service. You can learn about our return instructions first (send a screenshot or text of the return instructions).

6. Hello, have you tried your upper body? What are the main things that make you dissatisfied? I don't know what kind of clothes you like, please tell me, I can take a look at them for you and give you some advice! You're welcome. I look forward to serving you again. The quality of the goods is very good. Please bring your friends when you are satisfied! I wish you a good mood every day!

7. Dear customer, hello, I'm sorry for the inconvenience. As the official flagship store of brand direct sales, we support seven-day return without reason (without affecting secondary sales). For the specific return process, you can log in to JD.COM's account and fill in My Order Maintenance/Return Information Application. Our customer service will review it within 24 hours. If it passes the review, you can send the goods back as required (if it is returned, the one-way freight sent back to the merchant will be determined according to the responsibility). For non-quality reasons, both parties shall bear the freight separately! )。 We will help you as quickly as possible. Please be patient. If you have any other questions, please contact online customer service in time. Thank you!

Invoice category

Dear customers, hello, our store provides formal invoices. (Please contact customer service colleagues to provide the order number after receiving the goods, and write clearly the title and tax number you need. The financial department of the company will send it by ordinary express at the same time, and the postage will be paid by us. Please feel free to choose the goods you like. Thank you for your inquiry. If there are no other questions, please click the "Heart" button to evaluate this service. Wish you a happy life!

Scheme No.1

1. Opening remarks:

Hello, dear. I'm glad to serve you. what can I do for you?

Honey, this baby you like is in stock. Now the whole audience is doing activities, and there are activities all over xx. Please have a look. (launch special events)

2. Is there?

Honey, this baby you like is in stock. Please feel free to take pictures. O(_)O~ .

Honey, I'm sorry this baby is out of stock. You can take a look at this. Both babies are of good quality, with similar styles and prices. ...

When will the goods be delivered?

Honey, I can arrange delivery for you within 42 hours after you take it.

4. What is express delivery?

Honey, by default, this is Dayun Express. Can you receive Dayun goods here? We can arrange for you to send EMS where Yunda can't reach you. EMS can be used all over the country, but EMS does not include postage. You need to pay the postage for 10 yuan (20 yuan postage is required for smooth delivery).

5. When will it arrive?

Dear, the goods will arrive in about 3 days after the delivery of ordinary Dayun. You can check the goods carefully after receiving them. If there is any quality problem, it can be returned unconditionally within 7 days, and the postage will be borne by the outside. (It usually takes two days to arrive with the wind, and it will be delayed in remote areas) (EMS usually takes 3-5 days, and it takes 7 days in remote areas)

6. Can you make it cheaper?

Dear, I'm sorry, our price is already the lowest price, and there is no way to make any concessions.

7. Quality problems

Dear, we are genuine shopping malls, and the quality is guaranteed. Here you can take photos with complete confidence …

8. Concluding remarks

Dear, thank you for your patronage. We will arrange delivery for you at the first time. Please wait patiently for the receipt. If you have any questions, please contact our customer service in time to handle it for you ~ ~ I wish you a happy shopping and add some expressions.

9. Return and exchange issues

Honey, you can return the goods unconditionally within 7 days. We will bear the postage for your return due to quality problems. If it is a non-quality problem, the postage you returned and the postage we sent you will be borne by you.

10. Post it.

Dear, I'm sorry, the postage is collected by the courier company. We just collect it, and we can't vouch for you.

1 1. There is a difference between objects and pictures.

Dear, the pictures in our store are all taken in kind, without special PS processing, but in the process of color shooting, due to the influence of lighting, there may be some differences between the pictures and the objects, but please rest assured that the differences are definitely small and basically the same.

12. What material?

Answer truthfully according to the baby's materials, and explain the product characteristics at the same time.

13. Will it fade? Is it convenient to clean?

Honey, it's a good cleaning. When washing for the first time, some undyed colors will fade, just like we wash the dust off them, but this will not happen when washing for the second time. Oh, don't worry, the baby's color won't change after washing (please tell customers what to pay attention to when cleaning according to the description of different materials, such as: duvets can only be dry-cleaned, etc. ).

14. What gifts do you have?

Dear, we will give you a beautiful packaging box! (If you have any other gifts, please say ~ ~ ~)

Option 2

1. When the buyer complains or is dissatisfied:

Hello, is there any problem that makes you dissatisfied? We apologize for any inconvenience caused by us or the courier company! Can you describe the situation you encountered?

2. Logistics problems

Dear, I'm sorry, the best logistics is busy and the delivery is slow (error-prone). Don't worry here. I'll contact the courier company first to ask what the specific situation is. Then solve it according to the specific situation. If the goods sent in the past are confiscated by the security department, you must first negotiate with the courier company to confirm the person in charge and let the courier company compensate for the losses. Next, contact the customer to discuss how to deal with this matter (refund, exchange, gift). Ensure that customers get satisfactory answers.

3. After-sales problems in product use:

After purchasing the product, customers will complain to customers if there are problems in the use process. At this time, the first thing the customer service staff should do is to stabilize the customer's mood. Ask the customer about the situation in detail and record it in detail. Analyze the cause of the problem. If we can't find the cause of the problem, we must rule out the impossible problems one by one. Answer customers' questions patiently and carefully. Smile to make customers truly realize that you are really trying to solve their problems.

What needs to be noted here is that many customers complain about the use of products because they don't know how to operate them, and categorically think that it is a product quality problem! Therefore, the customer service staff should first appease the customer, ask about the situation in detail, and then patiently explain the steps and methods of using the product! Let customers realize that it is not the quality problem of products, but their own reasons! I also told my customers that they can come to me again if they have any problems in the future. It is also a good way to maintain old customers!

4. Quality problems (delivery errors, quality problems) return.

Honey, if it is our quality problem, it will be solved for you. Please rest assured that you need to cooperate. Would you please send us a photo with quality problems?

A. Confirm the quality problem and return the goods: Honey, you can return the goods. Please send it to me first, and put a note in the package you sent back, with your order number, name, contact number and quality problems. Please pay the postage for your return in advance, and we will refund you after receiving the goods, and refund the postage paid in advance.

B. Confirm the quality problem and change it: Confirm the quality problem and return it: Honey, you can return it. Please send it to me first. Put a note in the package you sent back, indicating your order number, name, contact number, quality problems, etc. Please pay your returned postage in advance. We will replace the delivery for you after receiving the goods, and refund the postage paid in advance. .

5. Non-quality return

The postage returned by the buyer shall be borne by the buyer himself. In case of exchange, the buyer shall pay the postage sent after the exchange.

Note: Handling of return and exchange.

When a customer asks for a return, who should not be held accountable first. At this time, the tone of the customer service staff should be mild, and the customer's mood should be stabilized first. Then ask the customer about the situation and record the reasons why the customer asks for a return in detail. Analyze where the problem is and where the person in charge is. Let customers take photos of the products and send us electronic pictures. After negotiation, the returned products should be put on record, and the reason for the return should be indicated!

6. After-sales inquiry logistics

Regular customer service inquires about the unfinished orders that are delivered three days a day, and the logistics that have shown the delivery. There are three situations that can be handled: receiving display and abnormal logistics display:

Show delivery: Hello, dear, the baby you bought in our store has arrived at your address, and the courier will arrange delivery for you in the near future. Please keep the communication open and check carefully after receiving the parcel. If you have any questions, please contact our online customer service for you. You must not forget to give us a five-star evaluation of the package we received. Display receipt: Hello, your package has been displayed, and you are right. Satisfied, don't forget to give me a five-star rating. If you have any installation and use problems in the future, please contact us in time to handle online customer service for you. Wish you a happy shopping again ~

Abnormal display of logistics: contact logistics to find out the specific reasons, and then leave a message to customers in time according to different situations.

7. Review

Carry out feedback evaluation according to customer evaluation, maintain the company's image and product quality, collect customer opinions from customers with opinions in time, take suggestions that are beneficial to the company's development, and resolutely evaluate products that are detrimental to the company's image and products. Attitude should be reasonable and firm.

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