Communication skills between customer service and customers 0 1 1) Profession is the foundation, and enthusiasm is the foundation.
The so-called specialty is to be familiar with the products in your store, such as product style, product size, product color model, use method, function and efficacy. You should know everything. When customers have doubts, you should say more positive and accurate words, so that customers can buy your products with confidence. Remember not to say anything: maybe? Maybe? Or is it? If you are so uncertain, as a Taobao customer service, you are not sure, will customers still buy your products?
Enthusiasm means treating every customer warmly. When a customer asks you, you should say hello first and say something welcome, such as? Dear, welcome to the store, and then answer the customer's questions according to the customer's consultation and answer them patiently.
2) Eliminate customers' purchase concerns.
When shopping online, customers will certainly have many doubts, such as worrying about the poor quality of products and the inappropriateness of products. Because online shopping is not available in different physical stores, buyers must be worried about the reputation and after-sales service of the store before buying the baby. Then Taobao customer service needs to use our communication skills to eliminate customers' doubts and let customers place orders. If the customer has any doubts, you should solve the problem according to this doubt, just eliminate the customer's doubts or answers.
3) Customers should be appeased after purchasing.
Buyers will feel more or less uneasy after taking pictures of the products, such as whether the product price is appropriate, whether the product can be delivered in time, product quality problems and so on. At this time, Taobao customer service should appease and say something to reassure customers, such as? Thanks for your support. We will deliver the goods in time. Can you check the express delivery information? Or? Dear, if you are satisfied after receiving the goods, can you introduce a friend to buy them? Generally, when you say these words, customers will feel your enthusiasm and feel more at ease.
4) Irregular return visits
Taobao customer service pays regular visits to customers, manages customers with heart, and turns more customers into old customers. On some holidays, you can send a message to bless you. What promotional activities and discounts the store has can be the reasons for returning customers.
Communication skills between customer service and customers 02 1, to seize customers' hearts;
Understanding each other's psychology is the premise of good communication with others. Only by understanding and mastering each other's psychology and needs can we be targeted in the communication process and properly cater to their interests. The other person may regard you as his confidant, and the problem may be solved better or at least you have succeeded half way.
2, remember the guest's name:
Remembering the names of guests can make people feel happy and have a sense of satisfaction, which is a very useful magic weapon in communication. Remembering the guest's name is more effective than any kind words, and it can touch the other person's heart.
Don't be stingy with yours? The language of praise? ：
The deepest desire of human nature is to have the appreciation of others, which is the difference between human beings and other animals. They often wear them for guests? Top hat? Maybe you will change a person's attitude; Only in this way can we further develop people's potential and let them wear it? Top hat? Some people feel valued.
4. Learn to listen:
You should pay full attention to it in your communication? Listen. The importance of. You can be good at expressing your own views and opinions, grasp the hearts of customers and let them accept your views and opinions, which is only half the success of your communication; The other half of success is being good at listening to guests. Whether you can listen or not is an important sign of whether a person can communicate with others, whether he can really communicate with others and be a loyal listener. At the same time, let the guests know that you are listening, and you should take it seriously whether you praise or complain. In the process of talking, customers will be moved by your listening attitude, and will agree with your personality, laying a good foundation for your next explanation.
5, pay your sincerity and enthusiasm:
People always change their minds. If you are sincere to your customers, they will be sincere to you. Treat customers sincerely, but also have enthusiasm. Only by showing your sincerity and enthusiasm can communication succeed. ? Sincerity? It is a necessary condition for successful communication.
6、? Watching people eat food?
Different communication occasions need different communication methods, and different people need different communication methods. Only by adapting to local conditions and improvising can we ensure the communication effect.
7. Cultivate a good attitude
Only if you have a good attitude can guests accept you and get to know you; When communicating, put enthusiasm into it; When communicating, treat customers like friends.