1, say hello at the door
1) After receiving the first message from the customer, the first thing to do is to reply quickly. First, customers should not be kept waiting for more than 6 seconds. When there are a large number of activity consultants, new customers are given priority.
2) Warm welcome and personalized greetings. Welcome language includes self-introduction, and the specific format is:
Hello, this is customer service xxx. I'm glad to serve you. What can I do for you?+smiling face.
Note: when the guest asks questions, answer them as soon as possible, so as not to miss an opportunity to make a bill; Avoid a word in the reply, such as: yes, no, no, um. Such a simple answer will make the guest feel that you don't have time to talk to him, which will cause the feeling of being ignored!
2. Q&A and product recommendation
Dialogue is the process for customers to understand our products. Customer service must first have a deep understanding of the company's products in order to answer customers' questions about the products. You can quote some technical terms, but when introducing products, you should use words that are easy for customers to understand.
3. Facilitate transactions and negotiations.
Bargaining is the most common and headache problem in current customer service work. As a buyer, bargaining has become the most common habit in the online shopping process.
1) Love takes advantage of petty gain, not because it can't afford it, but because bargaining has become a habit.
2) Psychological comfort is needed, and the inner sense of achievement is satisfied by bargaining successfully.
4. Confirm the order link
Before the buyer goes offline, send the buyer information in the order to the buyer for confirmation to avoid mistakes. By the way, which courier can arrive when the address is relatively biased, which will reduce problems such as courier and give customers the impression that we are serious and responsible.
5. Logistics link
In the process of online shopping, logistics is a very important link, which affects the hearts of buyers and sellers.
1) state in advance that when you tell customers that the goods will arrive in a few days, some customers will ask, can they arrive in three days? Questions like that. We must inform the customer in advance, "Hello, because the express delivery is beyond our control, we can't guarantee the specific arrival time, only that we will deliver it to you as soon as possible. I hope you can understand. "
2) In case of anxious buyers, it is required to ensure that the goods must arrive within a few days. You can say, "If you are in a hurry, I suggest you use SF Express, which needs to pay a certain fee. By default, there is xx express delivery, and you also need to pay the freight for sending EMS. If buyers complain that supplements are too expensive, you can tell us why. For example, SF Express and EMS in Tibet, Xinjiang are relatively expensive.
6. After-sales problems
After-sales treatment process: appease in time-find out the reason-show your position-try your best to solve it-apologize sincerely.
The buyer's opinions and questions should be reflected to the merchants and improved in the future work. If we do this, it will be a great advantage for our sellers.