Customer service belongs to the service industry. Customer service is customer service work, which is to accept customers' inquiries and help your customers solve their doubts. Doing this job requires good language communication skills, good patience and the ability to handle things calmly. Customer service needs to actively recommend the company's products: quickly grasp the company's new policies and new businesses, and actively recommend the company's new products during telephone service.
Customers should also be encouraged to use the company's products. Abide by company rules and regulations: strictly abide by company rules and regulations, strictly abide by company requirements, be polite and patient, and publicize company image.
Types of customer service
According to the state of customer service process, it can be divided into three categories: pre-sales customer service, after-sales customer service and promotion customer service.
1, pre-sales customer service
Solve the pre-sales consulting service of e-commerce products by telephone and Wangwang online chat tools, understand customer needs, accurately record customer information and file it, recommend suitable products according to different customer needs, guide customers to purchase smoothly on the website, facilitate transactions, and patiently and meticulously handle various problems in the pre-sales and sales processes.
2. After-sales customer service
Customer service, dealing with the buyer's problems after successful purchase, is mainly responsible for calming the customer's emotions, following up the exchange process, reissue the goods, return them to favorable comments, and assist in transferring, registering and leaving messages for other after-sales problems.
3. Improve customer service.
It is the customer service that serves during the shopping carnival held by e-commerce companies such as Double Eleven and 6 18 activities, and often makes service plans in advance. General promotion service plan and specific plan will be announced in advance, and relevant training will be done. At this time, as a customer, you need to do some collection and planning in advance, design according to the specific promotion situation, and allocate your time and energy.