Your understanding and knowledge of customer service.

First, enthusiasm. The most basic embodiment is your response time to customers. If a guest comes to your store and wants to ask a question, and no one greets you for a long time, then the guest will think that you don't value him, or that your store is not good, because we don't think your decoration or your scale is like a physical store. Therefore, the most basic thing for our customer service is to be enthusiastic. Every customer's inquiry should be answered as soon as possible. If you are too busy, you can give it to a colleague who can handle it. You shouldn't let the customer wander, ignore it or deal with it for a long time. Especially in the face of after-sales, many customer service personnel will choose to hang up when they don't know how to answer customers' questions. In this case, it is easy for customers to feel bad, which will lead to many other factors when dealing with the problem in the later stage.

Second, sincerity. Nowadays, more and more customer service staff are used to answering customers with short phrases, which is not desirable in my personal opinion, because I think this communication method is too mechanized and there is no * * * voice between you and the buyer. If we can respond to the guest's questions according to the state of the other party, then the guest can feel your attitude. Buyers will also be more willing to communicate with such customer service, so that you can really understand the needs of customers, understand the concerns of buyers, and then prescribe the right medicine. Many people think that customer service chat can't use words like "hehe", which is more casual and informal. But I personally don't think so. In my opinion, every customer service needs to have its own style, which can be cute, bold or other styles, and official communication is the choice of most people now, because it is more secure.

Third, the degree of responsibility. This is mainly for after-sales processing requirements. When we receive a customer's question, we must follow it up until the problem is completely solved. The biggest fear of dealing with problems is to give up halfway, so the customer service must register and hand over when encountering problems. Be responsible for every customer and every problem. This way, buyers will have a very good shopping experience. This will also keep old customers and bring new customers.

Sales awareness: Simply put, it is to sell our products as much as possible and let customers place orders. The main assessment consists of two parts.

First, improve the transaction rate. How to improve the transaction rate? First of all, you should be familiar with your own products. In the face of customer consultation, we can help customers solve problems quickly. Second, we should consider the problem from the customer's point of view, that is, we should understand the customer's needs and recommend products according to the customer's needs; Third, in the face of some doubts of customers, we should analyze their psychological activities and answer them skillfully.

Second, increase the unit price of customers. After understanding the needs of customers, tap the potential needs of customers. Recommend suitable products for customers appropriately, so that customers can buy more treasures in the store and increase their purchases in the store. The real point is still similar to the first point. By the way, in addition to considering the problem from the customer's point of view, we can also appropriately affirm and appreciate some decisions made by customers. The so-called thousand wear thousands of clothes, no ass! Praising customers reasonably can make you closer and more convenient in communication.