Pre-sales customer service:
Greeting: cleverly set the first automatic reply language in the store; Say hello manually at the first time, or reply skillfully with shortcut phrases; Q&A: Ask the buyer about the product link, or check the product flow direction of the buyer. For the customers of the selected baby, please answer their questions. See the details page for details. Pre-sale shopping guide: for customers who have not chosen a good baby, ask about their shopping needs; Recommend the baby according to the demand and promote the order; Transmission of preferential information; Bargaining processing.
Related sales: recommend related products to customers who have selected baby, and improve the customer list; Reminder: follow up with customers who have a clear purchase intention but fail to place an order in time to eliminate doubts; Dunning: for customers who have not paid, dunning in a reasonable way; Order information verification; Confirm the order information. Collect the birthday information of the buyer's baby and make a record of the form; Order information maintenance: modify postage and price; Modify or note the delivery address and contact information according to the buyer's needs.
Remarks on special circumstances; Buyer's information feedback: feedback on the price competitiveness of the buyer's baby; Buyer's modification of baby description; Make concluding remarks; Check the reminder; Praise preferential policies; The collection method of old customers is mentioned. Shortcut phrase adjustment: adjust the shortcut phrase, signature and automatic reply according to the actual situation.
After-sales customer service:
Comfort buyers: understand the types of after-sales (complaints, returns, bad reviews, complaints); Verification of return conditions: verification of return conditions (time, affecting sales). Return without reason: confirm the qualification of return without reason. Guide to choose the right reason for returning goods. Confirmation of return responsibility: confirmation of return responsibility. If it is the buyer's responsibility, reject the return request. Collect after-sales evidence: If it is the seller's responsibility, collect after-sales evidence. Communication: communicate with the buyer about the solution. Guide the buyer to operate the return process.
Return registration: register the return problem, submit it for review and handle it; Explain the treatment plan. Return and exchange processing: verify the return and exchange qualification and scheme. Check with the warehouse for the returned baby. Handle refund, payment and refund of price difference. Follow-up of after-sales treatment: abnormal after-sales treatment (abnormal account number). After-sales problem induction; Induction of after-sales problems. And avoidance and suggestions; Threat of bad reviews: according to the actual situation, give some concessions and eliminate bad reviews. Report to the superior.