How to better carry out customer service in communication with customers, I sorted out the communication skills between customer servi
How to better carry out customer service in communication with customers, I sorted out the communication skills between customer service and customers for your reference.
Communication skills between customer service and customers 0 1 1. When customers ask questions for the first time,
You have to smile-the same answer: "Hello, what can I do for you?" Or "Hello, welcome"
You shouldn't say, "What's the matter?" Or "say it?" I have met such a seller, and I feel that the seller seems to be angry with someone before coming to talk to me, so I have to leave quickly. ...
2. When you face a customer's inquiry, you leave the computer without setting an automatic reply.
You should smile and say, "I'm sorry, I just got a phone call or went to the warehouse to inspect the goods/pour water/go to the toilet, etc." Please don't mind if I don't reply to you in time. What can I do for you? "
You shouldn't just ignore or answer the customer's questions: "You didn't say that" or "What model do you want?" Wait, this will leave a bad impression on customers, which is impolite, cold and sudden.
3. When bargaining with customers.
You should smile and say, "I'm sorry, our pricing has been considered repeatedly, the profit is limited, and we don't accept bargaining." Please understand ... "; If you don't want to spend too much time with each other, you can say, "Never mind, you can reconsider. It doesn't matter if you don't buy it Thank you very much for coming and hope to have cooperation opportunities in the future. "
You shouldn't say "Don't buy if you can't afford it, just be a big-tailed wolf" or "We don't accept bargaining, please take a detour."
4. When a customer shows you a link to the same product that is cheaper than you.
You have to smile and say, "We can't guarantee that all our products are the lowest in Taobao, but we can guarantee the quality and service of our products. Can be reconsidered. "
You shouldn't say, "Then why don't you buy a cheap one and come to me?" Or some words that suppress peers, "because his is fake, mine is true" and so on.
5. When customers make other unreasonable demands for shopping, they should give gifts/postage, etc.
I should say, "I'm really sorry, but we are equal and fair to every customer." Please understand the support and consider before deciding to buy. It doesn't matter. " I often say, hehe ~, because I always feel that you can't escape the freedom of buying and selling, and it's useless if you don't want it. In fact, the more you care, the more disappointed you are, so everything will be fine!
You shouldn't say, "Oh, how can you meet someone who wants to take advantage of you?" Or "you are too cruel and demanding." What's more, "we'll go as far as we can." Some high-end shops will really fight back against some excessive buyers like this!
6. When the customer said that your freight was higher than other sellers, he was puzzled.
It should be said: "We promise never to earn a penny from the seller in terms of freight, and we will charge customers as much as the courier company charges us" or "Maybe we are not a big seller, and the shipment volume is limited, so we can't enjoy the express discount from the big seller, but we will never think about taking advantage of the buyer's penny in terms of express delivery. Please rest assured to understand ... "
You shouldn't say "I don't buy it because it's too expensive, and no one forces you to buy it" or "no one says that my freight is high, so it's funny for you to say so"!
7. When the customer wants you to recommend him or her and you are busy at this time.
You should smile and say, "There are many questions about customers now. I hope you don't mind the slow reply. You can choose them first, and then I'll give you some advice, ok? "
You shouldn't say "I'm too busy to have time" or "How do I know what you like? Find it yourself!
8. When a customer asks you to comment on her feelings after selection.
Should be realistic, objective and fair, more real and specific suggestions: "I think this collocation may be more harmonious ... I think your choice is more personality, and my recommendation is more lovely, but my opinion can only be used as a reference, mainly depending on your likes and choices. I believe your first feeling is generally correct ..."
You shouldn't be reckless. To sell. Irresponsible, stereotyped, exaggerated and even picky, saying "Wow, absolutely first-class, super Kawaii, absolutely beautiful and moving, with a return rate of 100%, not beautiful to death, no money" and other big words.
9. In the face of customers' long-term choices and hesitation, if you have no patience, quit. "
You should sincerely say, "Actually, your choice of XX is good. I think this one is more suitable for you. Don't hesitate" or "Take your time. I have more clients now. Please don't mind. Just let me know when you choose."
You shouldn't say impatiently, "Oh, how many pieces 10 did you choose in two hours?" When will you choose? " Or "Are you going to buy it or not? Don't waste my time if you don't buy it, okay? "
10. After-sales customers said that your products had quality problems.
It should be said: "Please don't worry, if the quality problem is caused by our negligence, we won't shirk our responsibility ... If our fault brings you regret, please say sorry first ..."
Communication skills between customer service and customers 02 1 Profession is the foundation and enthusiasm is the foundation.
The so-called specialty is to be familiar with the products in your store, such as product style, product size, product color and model, usage, function and efficacy. When customers have questions, you should say something definite and accurate, so that customers can buy your products with confidence. Remember not to say some uncertain words, such as "maybe", "maybe" and "become one".
Enthusiasm means treating every customer warmly. When the customer asks you, you should say hello first and say something welcome, such as "Dear, welcome to our store, and then answer the customer's questions according to the customer's consultation and answer them patiently.
2 Eliminate customers' purchase concerns
When shopping online, customers will certainly have many doubts, such as worrying about the poor quality of products and the inappropriateness of products. Because online shopping is not available in different physical stores, buyers must be worried about the reputation and after-sales service of the store before buying the baby. Then Taobao customer service needs to use our communication skills to eliminate customers' doubts and let customers place orders. If the customer has any doubts, you should solve the problem according to this doubt, just eliminate the customer's doubts or answers.
Customers should be appeased after buying.
Buyers will feel uneasy after taking pictures of the products, such as whether the price of the products is appropriate, whether the products can be delivered in time, product quality problems and so on. At this time, Taobao customer service should appease customers and say some reassuring words, such as: "Thank you for your support, we will deliver the goods in time, you can check the express delivery information" or "Dear, if you are satisfied after receiving the goods, you can recommend friends to buy them.
4 irregular return visits
Taobao customer service pays regular visits to customers, manages customers with heart, and turns more customers into old customers. On some holidays, you can send a message to bless you. What promotional activities and discounts the store has can be the reasons for returning customers.