Products mainly include product quality problems, color difference problems, code number problems, defects, style errors, many light leakage problems, baby pictures do not match the real thing, out of stock and so on.
Services mainly include the attitude of pre-sales customer service, misleading sales of pre-sales customer service, attitude of after-sales customer service and handling efficiency of after-sales customer service.
Logistics mainly includes problems such as wrong delivery, delayed delivery, quality and loss of express delivery.
The buyer's factors mainly include the need to modify the receiving information after being photographed, the problem that the merchant failed to deliver the goods after being photographed, the problem that the buyer applied for a refund after being delivered by the merchant, the problem that the courier could not be delivered normally because the buyer left the wrong receiving information, the problem that the buyer was on a business trip or left the receiving place, the problem that there was no reason to return the goods after 7 days, and the problem that there was no reason to return the goods after 7 days.
Below, we will introduce some common solutions to the above-mentioned after-sales problems one by one.
If the customer complains about the quality of the goods, we can ask the customer to take pictures and send them to us for picture confirmation. If the picture is an obvious quality problem, then the merchant can directly tell the customer that the merchant will bear the freight to help the customer exchange the goods. Maybe some customers will worry about the quality of goods because of this quality problem.
Then when the customer asks for a refund, the merchant should not directly agree. Explain the causes of quality problems first, and then tell customers the advantages of this product and the real praise of customers, so that customers can give up the refund and accept the exchange method. This treatment is to minimize the loss of the seller. Of course, this specific problem is analyzed in detail. It mainly depends on the atmosphere of communication with customers and the actual situation of buyers and sellers (buyers have to travel, it is not convenient to change, sellers don't have this color, and so on). ).
If it is a customer service after-sales problem, you must apologize to the customer on behalf of the customer service who made a mistake. For example, customers have some misleading language in the process of guiding customers, which leads customers to buy the wrong goods. After we understand the situation, we apologize to the customer first, and then offer to bear the freight to help the customer exchange or return the goods (this is the attitude of the seller, but we don't really want the customer to exchange or return the goods, please pay attention).
Then look at the customer's reaction. If the customer can accept our attitude (we can understand it from the customer's reply), then we will further ask him if there is any quality problem with the products he received, and whether it will affect the normal use. If the customer agrees to negotiate a refund, then as after-sales customer service, don't tell him the compensation amount directly, but tell him why he compensated so much. The general compensation amount shall be subject to the freight and the unilateral freight. For example, if it is the same city, we can negotiate a refund within 10 yuan. If it is from other provinces, you can negotiate 10- 15 yuan. If the value of the commodity itself is relatively high, we can negotiate a refund of 20-50 yuan, depending on the profit of the commodity, and negotiate a mutually acceptable amount (the bottom line is to ensure that the merchant still has some profits). If the customer's compensation amount is too high, you can politely refuse, which is really bad, so you can only bear the freight and accept the return.
If there is a problem with logistics, first appease the anxiety of customers, then listen to the feedback from customers carefully, and try to show our helpless thoughts in the conversation with customers (logistics belongs to the third party). He also said that it is very important for customers to receive goods safely. We need to give the customer a deadline to handle this matter, such as 24 hours, 48 hours, and it is best not to exceed 24 hours, otherwise the customer is likely to apply for a refund directly.
After negotiating the processing time with the customer, contact logistics as soon as possible to find out the reason, and ask logistics to contact us actively after finding out. When we get in touch with logistics, we should explain our current after-sales progress to our customers, and let them know that we are helping them deal with the problem, not perfunctory (this is a detail, a personal habit, and I think we can learn from it). If the logistics party gives us the reason that the goods are lost, we must contact the customer as soon as possible, explain the reason and promise to reissue them for the customer. If the customer says that the time is too late, we can send SF Express according to the customer's receiving information, or accept the buyer's refund. In short, we can't ignore our customers.
If the buyer's factors lead to some after-sales problems, there will generally be disputes over freight. Be patient in explaining the particularity of online shopping (there is a logistics link in the middle). For example, as soon as we delivered the goods, the customer said no and applied for a refund. However, the goods have been delivered and the freight has been included, but the refund requested by the customer has been paid in full. At this time, we should patiently explain to the customer why he deducted our delivery freight from the refund application. We can tell customers that we only deduct the internal price and freight of our delivery, not too much, so that customers can accept it more easily. In the process of communication, we can also tell our customers about this trouble, so that customers can understand our hard work, which makes it easier for customers to accept the freight that needs to be deducted. Try not to trouble the customer on this issue, because he is likely to be your next customer.
No matter what the reason is, as long as we act patiently, treat consumers honestly, deal with consumers' complaints immediately, accept consumers' criticisms with an open mind, serve them wholeheartedly, and provide qualified and perfect after-sales service, we can face up to the problem, solve the problem immediately, eliminate consumers' doubts and truly satisfy consumers.