I. Overview of customer service
(A) the role of customer service
The most important thing: representing the image of the store and the company; Product experts and image experts. Understand customer needs, guide topics and induce transactions; Let customers remember a certain feature of the store.
(B) customer service should have knowledge
Product attributes and application knowledge; Basic brand information; Common sense of customer consumption psychology
(3) Basic customer service skills
Familiar with the overall operation of the buyer's shopping process; After-sales service knowledge; Urgent and important things, report in time.
(four) customer service language specification service requirements:
1. Timely response (keywords: quick response, well-trained) The time for customers to say hello for the first time cannot exceed 15 seconds. Typing speed should be fast, at least 50 words/minute, and there should be no typos; Every time you answer a customer's question, the customer can't wait more than 20 seconds. If the answer is too long, it is advisable to answer it several times;
2. Warm and cordial (praise, enthusiasm, intimacy, naturalness and sincerity). The language is standardized, the greetings are polite, and the customers feel warm. Don't use blunt words, but be intimate and natural.
3. Understand the needs (carefully, patiently, accurately answer questions and find topics), give accurate responses to customers' inquiries and needs, provide customers with satisfactory answers quickly, and guide customers to generate needs when the needs are unclear.
4. Professional sales (self-confidence, adaptability and comfort) answers customers' objections with professional words, professional knowledge and professional skills, so that customers feel that we are experts and feel god-like comfort.
5. Proactive recommendation and related sales are good at recommending the company's main payment to customers and giving relevant recommendations, even reaching a higher customer unit price.
6, build trust (build goodwill, make friends,) through experience, find a topic with customers, think about what customers think, give customers appropriate advice, and build trust in sales.
7. Change the subject and make a deal. When customers encounter difficulties, wordiness or company weaknesses, quickly change the subject and guide sales in order to facilitate transactions.
8. Experiencing pleasure (solving problems, strengthening advantages and seeing off) The service process can help customers find accurate memory points, strengthen customers' memories, give customers a good experience and leave happy memories.
Second, the standard service process and standard terms
question
Standard language
The customer has just entered the store.
The first automatic reply: Hello! Welcome to Boao Building Materials Enterprise Store. I am customer service. I'm glad to serve you. "(If there are activities or good tips, you can also join: open a new store covering the whole venue for only seven days. )
1. New customers will be here soon: What can I do for you, dear?
The old customer immediately followed: Dear, nice to see you again. what can I do for you?
3. If many buyers come to consult: Hello, I'm really sorry. Thank you very much for your patience, because there are many customers to consult. /:^_^
When you are busy in the middle
Smile or say "sorry, just a moment" in time.
The customer made it clear that he would not buy it.
Dear, thank you for your patronage. I hope you can collect our store, and we will put new products on the shelves from time to time. Please pay more attention. Thank you again for your support to Boao Building Materials Enterprise Store.
After the chat was interrupted that day,
Honey, are you still there? (emoticon)
After the customer contacted, he said that he would consider it or have a look.
Honey, is there any problem or related problem, or is there anything I haven't made clear?
The customer accepts the order within 10 minutes and pays immediately.
Dear, thank you for patronizing Boao Building Materials Enterprise Store. I'll check the goods you took with you and give one to XXX. Recipient XXX, address XXX, telephone XXX. Please check it.
That's right.
Student: Yeah. All right. Your goods will be sent by XX Logistics in XXX. Please keep your cell phone on. Please sign for the goods when you receive them. First, check the integrity of the outer packaging. If the seal of the outer package has been torn, please reject it. Please open the package to ensure that the goods have not been stolen or replaced. If you find a replacement, please contact us immediately and we will deal with it immediately. At the same time, because you buy household appliances, in order to protect your rights and interests, please read carefully the after-sales service guarantee card and after-sales service manual that we sent together with logistics. If there are quality problems or other problems in use, please do not hesitate to contact us immediately. If you are satisfied with our goods, please confirm receipt and give us favorable comments. We look forward to your receipt!
Thank you again for visiting Boao Building Materials Enterprise Store. We will continue to work hard, and you are welcome to come back often! I wish you a happy life. /:087
Unpaid follow-up after the filming.
Dear, this is Boao Building Materials Enterprise Store. We have packed the baby you took, and you can send it today after paying X (emoticon).
or
Dear, this is Boao Building Materials Enterprise Store * *, and we have packed your baby. The baby is lying quietly in a beautiful packaging bag waiting for the moment to meet you. We can send it today before you pay (with Q expression).
Unpaid second/third day tracking
Dear, I'm from Boao Building Materials Enterprise Store. I had a baby exchange with you yesterday/the day before yesterday (the specific content is roughly described). Do you still need it
return
Dear, it has been refunded, please pay attention. Welcome to Boao Building Materials Enterprise Store!
Ask the buyer for information: before answering all the questions of the buyer, be sure to confirm which one the buyer wants to buy and understand the buyer's needs.
The first step is to ask which baby it is and which baby you like. Let me check it for you.
The second step is to identify which model is good. I'll check it for you right away. A moment, please.
The third step is sorry to keep parents waiting after finding information+information to answer.
Second, consult the inventory and urge the goods:
1, the customer asked if it was available?
Words:
After the inquiry, the goods are available and the supply is sufficient. Sorry to have kept you waiting. There is still some honey you want, so you can buy it with confidence.
I'm sorry to have kept my dear waiting. I have the honey I want at present, but not much. At the same time, because this model has sold well recently, we are out of stock at present and may be out of stock. So if you want to buy this, please do it as soon as possible.
Upon inquiry, there is no stock at present, but it is replenished.
I'm sorry to have kept you waiting, because the honey you want is very popular recently, so the honey you want is temporarily out of stock. But we have restocked, and the goods will arrive on * * *. If you are not in a hurry, you can place an order first, and then we will deliver the goods to you.
Step 2: Of course, if you are in a hurry, I can also recommend other series of products to you. For example, the * * series is our main product recently, with sufficient stock and good sales. Honey, is it urgent now?
Note: Don't worry: the buyer is advised to place an order first and deliver it to him after the goods arrive. Urgent: Do you need a recommendation? If the buyer expresses the need for recommendation, then follow the recommendation process and don't blindly recommend it. If you don't need to recommend, I also hope that buyers will come to our store to see other products.
I'm sorry to have kept you waiting, because the * * series of * * products I want have been selling very hot recently, so the * * I want is temporarily out of stock. Parents can look at the * * series of products. * * series is our main product recently, which is well stocked and sells well.
2. The goods are short, but the buyer's order has been generated, so it is impossible to pay in time.
The first type: rush.
Speech: Honey, there are only * pieces left in this baby's stock. I can't guarantee that other buyers will buy it before you pay. See if you can get your friend to pay for it, and we can deliver it to you in time.
The second type: the buyer said that no one paid the bill at present, but he liked the product very much.
Speech: Dear, let's begin. Since you like this product very much, I'm going to apply to my supervisor if I can leave one for you directly. Just a moment, please.
After applying: Dear, you have waited so long. Just now, our supervisor and manager agreed to leave this product with you for one day. You must pay within this day. If you have any questions about payment, you can contact me directly. (If the payment has not been made by then, the customer service will follow up with Want Want and telephone. )
3. Ask for delivery in advance.
Words:
Dear, this product was pre-sold at a reduced price before * * *. According to the order, the delivery time is from * * to * *. So if you want it, please place an order as soon as possible.
If the customer doesn't want to pay now, just wait until the pre-sale period: dear, the price in this pre-sale period will be restored to the original price. I suggest you book as early as possible, so that you can deliver the goods first when they arrive.
4. The buyer urges the goods.
Step 1: Confirm the order. Hello, dear. What is the order number you bought? Or what is the nickname of the Taobao account you bought?
Step 2: Make an order inquiry to verify whether the goods have been delivered. I'll check it for you right away. A moment, please.
Step 3:
① The goods have been delivered and there is logistics information. Thank you for waiting. I just checked for you, and your order has been confirmed to have been delivered to you, and it is on its way to you now. I sent you * * logistics, and the waybill number is * * * *. You can check the logistics information in logistics official website and grasp its dynamics in real time.
It has been delivered, but there is no logistics information. Thank you for waiting. I just checked for you, and your order has been confirmed to be delivered to you, but maybe the logistics company didn't enter the information into official website, so there is no logistics information. But the goods are already flying, and I believe they will reach you soon.
Third, the recommendation process:
1. Understand the basic situation of buyers: Hello, what kind of requirements do you have for the products you need to buy? Who is it for? For your own use or as a gift? Affordable price range?
2. Understand the situation of the store: make clear the advantages of the store's supply, products and prices, and make suggestions with reference to the sales trend and stocking situation in the store.
Note: Before recommending products, you must first understand the needs of buyers and combine the actual situation of the store. You can't recommend it blindly, but you should recommend it from a professional point of view.
Fourth, bargaining.
1, can you make it cheaper?
Speech 1: Sorry, dear, this is the lowest price stipulated by the company. Our small customer service has no right to change the price. I hope you can understand. In fact, our store has+(existing activities in the store)
Speech 2: Dear, if you can take a fancy to our company's products, you must be a person who knows more about products and pays more attention to the quality of life. Each of our customer service staff has a small number of coupons, which can be used as long as you can reach the purchase amount. What price do you think you want to buy? I can also send you corresponding coupons.
2. Do you want to send a small gift?
Speech 1: Honey, I'm really sorry. Our store conducts promotional activities on holidays, and usually gives small gifts. Usually only some old customers and members, or spending more than * *, will give them away. Dear, every time you buy, you will accumulate points, which will be valid for life, but will not be cleared after the expiration. In addition to regular points redemption, the company's gifts are also customized for customers from time to time to ensure exclusivity and quality, which will bring surprises to every guest. Honey, just wait and see.
or
Speech 2: Dear, because it is a small gift randomly sent by the warehouse, our customer service is not very clear about whether there are any small gifts. Why don't I leave you a note? Usually I give you a small gift when I make a note. But there are also accidents. If there were no small gifts after receiving the goods, I hope you can understand.
Can I send it by parcel?
(1), if there are all-inclusive activities, you can directly answer:
Speech: Dear, you can post it as long as your mind is full of * * *.
Five: About returning goods.
1, I don't like returning goods.
Speech: Dear? If there is no reason to return the goods within 7 days, please send us the full amount of our products, and we will handle it for you as soon as possible after receiving it.
2, quality problems return
Speech: Dear, I'm sorry for the trouble. Where is the quality problem? Can you take a picture for us to see? If it is really a quality problem, you can return it. So I hope you'd better take a picture of me. For specific operation steps, please have a look at our after-sales guarantee card.
Confirmation is a quality problem:
Speech: Dear, I'm really sorry for the trouble. We will arrange a return for you right away. Please fill in the after-sales protection card and send it back with the baby.
VI. Delivery and Logistics
1, with what logistics?
Speech: Dear, in order to enable you to receive the baby as soon as possible and ensure the safety of the baby during transportation. By default, we use SF Express, which is the fastest and insures the baby. If SF can't get to the place, express it by EMS. Honey, will SF arrive there?
I can't get SF here. Can you send me Shentong or other logistics?
Speech: Honey, I'm really sorry. EMS will be safer than logistics. Don't worry, we sent you EMS air express, not surface mail, so the speed is still very fast.
When will the goods be delivered?
Speech: Dear, we usually complete the payment order before * o'clock every day, and we can deliver the goods on the same day. We will deliver it the next day after 4 o'clock, but not on Sunday.
4. If the real situation is very special, can you give priority to delivery?
Words: Dear, in view of your special situation, in order to ensure that you can receive the baby as soon as possible, I have already communicated with the logistics department and we will arrange to mail it to you today. Please pay attention then!
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