Pre-sale: product details consultation (such as size, color classification, function introduction, usage, etc. ), logistics mode (FBA/FBM), preferential activities, etc.
Solution: In the pre-sales service process, customer service personnel are required to fully understand the product information in the store and the preferential activities of the platform to ensure accurate and up-to-date information for customers. It should be noted that the rules of different platforms will be different, such as Amazon platform, there is no pre-sale process;
Sales: order tracking, logistics inquiry, consultation and response, etc.
Solution skills: respond to customer inquiries in time, often use customer service, be gentle and patient;
After-sale: troubleshooting, product description, precautions, recommended use scenarios, return guidance, customer complaint handling, etc.
Solution skills: after-sales problems also require customer service personnel to be highly familiar with the products, and can quickly find problems according to customer descriptions and give professional and accurate solutions; For users who are dissatisfied with the product, customer service should first appease the buyer's emotions, and then * * * discuss reasonable solutions, and be good at using communication skills and quality service to properly handle customer complaints and save bad reviews.