How to improve the conversion rate of customer service?
1, the task and scope of work of customer service: customer service is the inner beauty of the store, and communication between customers and customer service is an effective bridge to reach a deal.
The task of customer service should be clear: because some shops are just in the development stage, customer service can do a lot of things part-time, but customer service deviates from the direction of work and cannot answer customers' questions in a timely and focused manner.
. (Reasonable distribution needs to be adjusted in time)
2. The decision-making power of customer service is the key: it is necessary to give customer service a certain scope of responsibility;
(1) Constant judgment and power of the lowest price allowed on the basis of spot price,
(2) formulate freight reduction and exemption standards for customer service,
(3) Buy more than 2 preferential spaces,
(4) the right to give small gifts for free.
Empowering customer service will give customer service flexibility in negotiation and effectively promote the conclusion of the transaction.
3, customer service incentive system and direct benefits:
(1) Set the task quota for the store manager and customer service, and reward will be given for completing the task quota, preferably in a hierarchical system. The higher the degree of completion, the more you get and the more you benefit.
(2) If the store manager is responsible for the activity registration, the registration will be rewarded once and the big event will be rewarded twice.
(3) The same is true for customer service, such as two shifts, and shifts in the morning and evening. The class with high sales volume will be given comprehensive rewards, and rewards will be given according to different customer service, such as taking the most orders and the least complaints.
4. Customer service loyalty: Customer service loyalty will be a store's greatest wealth.
5. Customer service attitude: Give customers confidence in service, be full of hope and establish a positive attitude.
Can let customer service regard work as their own career, as their own lover, and strive to protect the idea of not letting others take it away. Attitude is very important, such as customer consultation, you can reply to customers as soon as possible (the answer should be enthusiastic, not cold, and not give people the feeling of indifference).
Be able to treat every customer's questions correctly (if you can't answer them yourself, take the initiative to consult other customer service or superiors and have to answer customers or irrelevant questions), and take pains (individual customers are more serious).
6. Is the customer service major?
Taobao has a lot to learn and master, not only to let every customer service know the performance of its products, everything will be fine. It is also necessary to know the dynamic situation of the store (such as what promotional activities the store has done, how much it costs, how long it will last, what promotional packages are available for customers to choose or recommend, and what preferential schemes are available for customers to choose).