Standard words for jewelry customer service return visits

1. Return visit process and preliminary preparation: Full preparation - greetings - self-introduction - explanation of intentions - specific instructions - subsequent communication - concluding remarks (blessings) - subsequent follow-up - then Return visit (when there are questions)

The first step for a successful customer return visit: Understand the customer’s identity (name, age, gender, etc.) and the purchased jewelry (purchase time, variety, value, etc.), and provide targeted Be physically and psychologically prepared.

The second step to successfully return a customer visit: Select the return visit time in a targeted manner, and do not make a return visit when the customer is busy or resting. The general return visit time can be set at 18:00-20:30 in the afternoon. The third step for successful customer return visits: Politeness and sweet voice are the motivation to impress customers and continue to listen. For the person on the other end of the phone, your voice is the only business card that identifies your accomplishments and qualities. You must adjust your emotions before picking up the phone. The other person can feel your smile on the other end of the phone through your voice. . Pay attention to polite greetings, control of tone and rhythm, and avoid giving others a cold, business-like attitude. At the end, you may wish to add a blessing to let the other party feel your joy when you received help.

2. Standard terms for return visits:

Opening: Hello, is this Ms./Mr. **? I am the customer service specialist of ** Co., Ltd. (rather than saying that I am a staff member. Let customers feel that you are very professional). I'm sorry to disturb you! Is it convenient for you to answer the phone now? (If the customer finds it inconvenient, apologize and ask for a convenient time before contacting, and hang up)

1. You purchased ***** from our company at ***** (time), right? ?

2. First of all, I would like to express my sincere gratitude to you for choosing us**. Are you satisfied with our products and services?

3. Remind customers of relevant precautions.

What you are purchasing is a piece of valuable jewelry. In order to keep your jewelry looking new for a long time, please let me introduce you to the precautions for daily wearing, okay?

Introduce according to the different categories of jewelry purchased:

a: Diamond jewelry: "Please pay attention to wearing diamond jewelry, do not get hooked and collide, and should be removed when doing heavy work. Diamond rings to avoid stress deformation of the ring support, and always check whether the diamond is loose and whether the prongs are firm. In addition, diamonds are very lipophilic and are easily stained with oil, so apply hand cream and remove diamond jewelry when washing dishes. You can come to our company regularly to enjoy free diamond jewelry inspection and maintenance services

b: Yellow platinum jewelry: "Please wear it carefully and check it frequently to avoid extrusion, collision and hooking, especially some hollow jewelry. , pay special attention to it, and avoid contact with acid and alkali chemicals such as mercury. You can also visit our company when you are free, and we will provide you with free jewelry cleaning services.

c: Jade jewelry: "Please pay attention to wearing it to avoid collision with hard objects. In addition, you should always check whether the lanyard is worn and whether the setting is loose, etc. If you find it, send it back to the store for maintenance in time. , to avoid losses.

d: Inlaid jewelry: "Please avoid squeezing, collision and hooking when wearing it, avoid contact with acid and alkali chemicals such as mercury, and always check whether the prongs are firm. In addition, you You can also come to our company regularly to enjoy free inspection and maintenance services.

e: Pearl jewelry: "The hardness of pearls is very low. Friction should be avoided to cause the surface to lose its luster. In addition, sweat and cosmetics will also damage the surface of the pearl and lose its original luster. If it is stained by sweat, etc. After contamination, rinse it in clean water and dry it gently with a soft towel.

f: Silver jewelry: The chemical properties of silver are not as stable as platinum and gold, and they often react with sulfur dioxide in the air. A chemical reaction occurs to form silver sulfide, which causes silver jewelry to turn black. Therefore, it should be stored in isolation from air when not being worn. If it turns black, use a silver polishing cloth or toothpaste to wipe it repeatedly to make your silver jewelry look like new again.

4. Do you have any comments or suggestions about our services?

(When redeeming a gift with a VIP card, you can say: As a VIP customer of the company, in order to thank you, please go to our specialty store or counter at your convenience and use your points to redeem a small gift).

(When new goods arrive, you can say: We have recently received a batch of new goods, ********, we feel they are very suitable for your needs, please come to our store at your convenience. Or check it out at the counter, okay?)

(When there are new promotions, you can say: Recently we have carried out **** promotions, the specific content is ********, the current purchase is very cost-effective, please check in Come to our specialty store or counter at your convenience, okay?)

Let the customer feel that our calling her will bring benefits to them, and look forward to our next return visit.

5. Conclusion: We are very glad that you can take the time to accept our return visit, and we also send you our sincere blessings (I wish you a happy weekend/holiday!)/Thank you very much for your support of our work. Support, sorry to bother you, thank you, bye. Wait for the customer to hang up before hanging up.

3. How to face customer complaints:

If the customer is dissatisfied, you should first apologize on behalf of the company, express understanding to the customer, and first give the customer the feeling of being recognized and valued. . Then invite customers to the company when they are free to further solve their problems. Record customer complaints, opinions, and suggestions in detail, provide timely feedback to relevant departments, and conduct further customer tracking based on the handling opinions of each department. When answering or making phone calls, avoid making uncertain promises to customers, pay attention to the way you speak, and leave room for change in the follow-up processing of the matter.

Example:

1. Ms. **/Mr. Thank you very much for your valuable opinions (or suggestions). I will definitely pass your opinions (or suggestions) to the relevant departments, please You continue to support our company. With your support and encouragement, we will do better! Thanks! Have a nice day! goodbye!

2. Ms. **, can you describe the specific situation at that time? **Madam/Sir, can you talk about your hopes and requirements? **Madam/Sir, please don't worry, I will definitely solve it for you. **Madam/Sir, do you think there is anything else you need me to do for you? Thank you for your call and have a nice day! goodbye!

3. **Ms./Mr., we are sorry for the inconvenience. We will respond to your question as soon as possible. Please wait a moment, ********* ***** (resolution reply), I handled the matter this way, are you satisfied? Is there anything else you need me to do for you? We are deeply sorry for the inconvenience caused by this incident. Similar incidents will never happen again. Thank you for your understanding and support. Thank you for your support of the company! Thanks! goodbye!