A good customer service must first have three basic abilities: professional product knowledge, after-sales service and service ability. These three are the basic skills of a good customer service. Customer service usually plays a decisive role in whether customers place orders in our store, and customers are also the facade of our store. Customers will decide whether to buy in our store through the customer service attitude of a store. A good customer service must have some necessary skills. The most basic thing is to keep a good attitude at all times, never intensify contradictions, actively communicate to make customers understand, different types of customers should adopt different types of marketing programs and service priorities, do a good job in customer classification, and do a good job in customer maintenance on this basis, and get twice the result with half the effort.
Excellent customer service must have five skills: first, timely communication, timely reply to customer information to make customers feel respected, and quick reply to information also helps to score the new lighthouse of the store; Second, pay attention to the communication process; Third, communication skills; Fourth, the professionalism of communication and the reserve of product expertise, so as to reply to customer information faster and more timely; Fifth, communication is completed.
Only when you have rich professional knowledge of products can you be confident when you convey them to customers, and you can respond and answer any possible problems at the first time, giving customers a sense of professionalism and high credibility; On the contrary, if there is a lack of relevant professional knowledge, users can't explain the efficacy of products in detail while introducing them, which will lead to insecurity. If the customer service staff has no confidence in the products they sell, customers may not believe in the real effect of the products. If you don't know how to answer the questions raised by users, customers will think that they are not professional enough and may lose this customer, so the professional knowledge of products is the key to being a gold medal customer service.
Customer service speech is also the basic skill of a customer service. 1 gives a welcome to customers, a basic description of the store and its own products, and a unified answer to customers' common questions. First of all, have a correct attitude and don't swear at customer service. To regard your store as a brand for a long time, you can prepare a lot of words in advance in the memo, such as asking how long the courier will arrive and what material the product is made of.
Customer communication principle 1 no quotation; 2 ask the demand; Three questions; 4 collection; 5 labels; 6 want data; This is a basic principle of communication with customers. As long as our conditions can be met, customers who bargain can make concessions appropriately.
Check the customer's delivery address. You can call the customer for a large amount, and send a text message for a small amount.
To sum up, if you do these things well, you will have the ability to do customer service, and you will become a gold medal customer service through actual combat practice.