In the process of customer service receiving customers, we understand that customer service literally means customer service, and customers are God. Especially in sales, we must serve our customers well in order to reach a deal. Many stores have their own customer service and reception process. Let's share some customer service processes.
Customer service reception 1 1 process, greeting 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) Being greedy and cheap is not that you can't afford it, but that 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 the buyer complains that the compensation is too expensive, you can tell us the reason. 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.
The process of customer service receiving customers II. What customer service encounters most in daily work is customer consultation. Although customers are not so emotional when complaining, customer service should be careful, not only to answer questions skillfully with professional business knowledge, but also to observe working procedures and make good use of communication skills to provide efficient services to customers. Otherwise, it will also cause customer dissatisfaction.
1, log the problem
When customers ask questions, customer service generally needs to record the questions. On the one hand, you may not be able to answer these questions immediately, so you need to record them and reply to customers after research; On the other hand, the recorded questions can also enrich the quick reply language of the customer service system and improve it with other colleagues, laying a foundation for dealing with similar problems in the future.
Customer: Hello, how about this "children's room sliding door furniture"?
Customer Service: Hello, this product sells well, you can rest assured to buy it.
Guest: That's good. I want to ask, how high and wide is this commodity? How to install it? Will there be any problems during transportation? Can express delivery be delivered to your door?
Because the customer asked several questions in succession, and the customer service was not very familiar with some of them, he immediately replied: I'm very sorry, I'm new here and don't know much about it. May I have a look and get back to you in five minutes?
Five minutes later, customer service: hello, the question you asked is like this ... customer service answered all customers' questions at once.
Guest: Thank you.
In the process of communicating with customers, we should develop the habit of recording. Because you can't forget it, if you forget it, then check it again, which will cause customers' dissatisfaction and deepen the contradiction. Therefore, recording customers' problems in time can effectively avoid omissions. In the process of recording problems, ask customers in time if they don't understand.
Step 2 analyze the problem
Customer service may encounter various problems raised by customers and need to have certain ability to analyze problems. Only by accurately grasping the essence of the problem can we give the answers that customers want.
Customer Service: Hello, what can I do for you?
Customer: Hello, why does the electric coffee pot I bought in your store not keep warm and the brewed coffee doesn't smell good?
The customer service thought that the quality of the electric coffee pot in our store is very good, and generally there will be no heat preservation, which may be caused by improper operation by customers. So I started asking customers.
Customer service: No heat preservation? Excuse me, after you put the water into the water tank, did you have continuous power supply?
Customer: Oh, the electricity is still on at this hour. I see. But why doesn't my coffee smell good?
The customer service thought: the reasons for the bad taste of coffee are complicated, which may be the choice of materials, the skill of making coffee, or the unique taste of customers, and generally have nothing to do with our coffee pot. This is a problem of high customer expectations. I can't provide him with a feasible solution, I can only make him happy. Then, we can easily continue talking with our customers.
Customer service: What kind of coffee beans do you use?
Customer: I used blue mountain coffee beans imported from Jamaica. Very good!
Customer Service: It seems that you really like coffee. I suggest you grind the coffee beans more finely, which may taste better. Have you ever tried instant coffee?
Customer: Instant coffee tastes good.
Customer service: Instant coffee is delicious, but the coffee you grind may be more fulfilling. You sometimes ask, you can look up some relevant information on the Internet in order to gain more coffee grinding skills. Because I'm not particularly good at grinding coffee, I can't give more advice here. sorry
Guest: Hehe, thank you very much.
Customer service accurately analyzed the customer's problems and prescribed the right medicine, which played a very important role in improving customer satisfaction. To analyze problems, we must first accurately understand the semantics of customers. Customers often can't express clearly, or what he says is not the essence of the problem, so customer service should carefully distinguish it.
Customer service reception process 3 1, welcome language: elements: store name (brand name), customer service nickname, expression. Pay attention to the norms and standards of speaking, always be the last person to speak, and don't let customers empty.
Simple analysis: needless to say, the store name and brand name, many buyers randomly click in, and don't care about your store name or brand name at all, so you must emphasize it when chatting; Customer service nicknames, mostly used in big stores and places with more customer service; Expressions and words are always blunt.
2, clear customer needs: answer questions and recommend styles. Listen to the customer's needs patiently, understand what he wants to buy, and recommend the styles in the store to the customer at an appropriate time, so that the customer feels that what you recommend is suitable for him.
Simple analysis: answering questions is very important. Don't talk about yourself. Users' problems should be dealt with in time! In addition, don't recommend recommended styles according to your own situation. Even if you really need this order, but it doesn't match the user, you must resolutely change the baby recommendation.
3. Activity notice: recommend customers to participate in store activities and guide non-strong customers to buy through activities. When holding activities in the store, recommend activities to customers and tell them the benefits of participating in activities.
4. Relevant recommendation: the recommendation of main payment, the guidance of supporting package or supporting payment, so as to improve the unit price of customers. You can recommend the baby associated with the baby that the customer needs at the right time.
5. Order behavior follow-up: According to whether the customer places an order or not, if the customer has not placed an order for a period of time, a return visit is needed. Sometimes customers don't stop just because they hesitate to buy or not. Follow-up customer orders can improve the store conversion rate.
Simple analysis: Although reminders are a bad habit, in the face of high-quality customers, proper reminders can have unexpected effects. The key still depends on the user's own wishes.
6. Confirm the delivery address and add dunning: After the customer places an order, check the delivery address, push knowledge and guide payment. It is very necessary to confirm the delivery address. Sometimes the customer's default address is wrong, and sometimes the customer may buy it for his friend. Confirming the receiving address can avoid the situation that the goods cannot reach the customer.
7. Push attention-oriented offers: invite customers to pay attention to gangs, Weibo, collection stores, etc. And tell them the benefits. Guiding customers to pay attention to shops can improve the rate of second return visits to a certain extent.
8. Farewell: Ask the customer to pay attention to the favorable comments of the store after receiving the goods, and inform the export problem after sale. This can improve the quality of customer evaluation and reduce bad reviews.
9. Organize and record the customer information: record the customer information obtained in the service process to help customers buy back.