To do customer service work on Taobao, speaking skills are essential. What are the talking skills of Taobao customer service? Here are some classic talking skills of Taobao customer service that I have collected and compiled. I hope it will be helpful to you.
Taobao customer service speaking skills: pre-sales
1. Reception opening remarks:
Dear, hello, I am very happy to serve you, what can I do for you? What can you do for me?
Dear, the baby you are interested in is in stock. Now we are doing activities. There are activities in xx. Please take a look. (Special items launched for the event)
2. Is it in stock?
Dear, the baby you are looking for is in stock, you can rest assured to take it O(_) O~
Dear, I am very sorry that this product is no longer in stock. You can take a look at this one. The quality of the two products is very good, and the styles and prices are similar. . .
3. When will it be shipped?
Dear, we can arrange delivery for you within 42 hours of the photo you took.
4. Send What kind of express?
Dear, the default is Yunda Express. Can you receive Yunda's goods here? We can arrange to send EMS to places where Yunda cannot reach. EMS is nationwide, but EMS does not provide free shipping. You need to pay 10 yuan for postage. (If you send it to Shunfeng, you will need to pay 20 yuan for postage.)
5. When will the goods arrive?
Dear, Yunda usually pays 10 yuan for postage. The goods will arrive about 3 days after delivery. You can check the goods carefully after receiving them. If there are any quality problems, you can return or exchange them unconditionally within 7 days. The postage will be borne by the outside party. (The goods usually arrive within two days if the wind blows, and the arrival time will be delayed in remote areas) (EMS usually arrives in 3-5 days, and in remote areas about 7 days)
6. Can it be cheaper?
Dear, we are very sorry, our pricing is already the lowest sales price, there is no way to get a better discount~~~
7. Quality issues
Dear, we They are genuine products from the mall and the quality is guaranteed. You can take photos with complete confidence. . .
8. Conclusion
Dear, thank you very much for your patronage. We will arrange delivery for you as soon as possible. Please wait patiently for receipt. If there is If you have any questions, please contact our customer service in time to handle it for you~~ I wish you a happy shopping, you can add some emoticons
9. Returns and exchanges
Dear, you can return or exchange unconditionally within 7 days Yes, we will bear the postage of your return or exchange order for quality problems. If it is a non-quality problem, you will bear the postage of your return and the postage of our exchange.
10 . Free shipping
Dear, I’m very sorry. The postage is collected by the courier company. We only collect it on your behalf and cannot provide free shipping for you~~~
11. There is a difference between the real thing and the picture
Dear, the pictures in our store are all taken in kind and have not been processed by special PS. However, the color of the picture may be affected by the lighting during the shooting process. There is a little difference between the real thing and the picture, but please rest assured that the difference must be very small, they are basically the same.
12. What material is it made of?
Answer truthfully according to the material of the baby, and explain the product features at the same time
13. Will it fade? Is it easy to clean?
Dear, it is very easy to clean. When you wash it for the first time, some of the unstained color will fade away, just like we wash off the dust, etc., but it will not fade from the second time. This phenomenon will occur, you can rest assured, and the color of the baby will not change after you wash it (explain according to different materials, inform customers of the points that need to be paid attention to when cleaning, such as duvets can only be dry-cleaned, etc. etc.)
14. What gifts are there?
Dear, we will give you a beautiful packaging box! (If there are other gifts, let us know~~~) Taobao Customer service skills: after-sales
1. When the buyer complains or is dissatisfied:
Hello, is there any problem that makes you dissatisfied? If it is from us or the express company We are very sorry for the inconvenience caused to you! Can you describe the situation you encountered?
2. Logistics issues
Dear, I am very sorry, The best logistics is quite busy and the delivery is slow (error-prone). Don't worry on your side. I'll contact the express company first to ask what the specific situation is. Then we can solve it according to the specific situation.
If the shipped items are confiscated by the security inspection department, you should first negotiate with the courier company and confirm the responsible person, so that the courier company can compensate for the loss. Next, contact the customer to discuss how to handle the matter (refund, exchange, gift). Ensure customers receive satisfactory answers.
3. After-sales problems in product use:
After customers purchase the product and encounter problems during use, they will complain to the customer service. At this time, the first thing the customer service staff has to do is to stabilize the customer's mood. Ask the customer in detail about the situation they encountered and record it in detail. Analyze the cause of the problem. If the cause of the problem cannot be found, it is necessary to eliminate the possible problems one by one. Be patient and carefully answer customers' questions. Use smiling emoticons more often to let customers truly understand that you are sincerely solving their problems.
It should be noted here: Many of the product usage issues complained by customers are because the customers do not know how to operate and categorically believe that there is a problem with the product quality! Therefore, customer service staff must first appease the customer and inquire in detail status, and then patiently explain the steps and methods of using the product! Let the customer realize that it is not the quality of the product, but their own fault! Also tell the customer that they can come back to me if they encounter any problems in the future. This is also a good way to maintain old customers!
4. Returns and exchanges for quality problems (wrong delivery, quality problems)
Dear, please rest assured, if it is our quality problem We will definitely handle it for you. If you need to cooperate, please send us a picture of the quality problem, okay?
a. Confirm the quality problem and return it: Dear, do you want to return it? Yes, please send it back to me first, and put a piece of paper inside the package you sent back. Note your order number, name, contact number, and indicate the return of quality problems on it. Please pay the postage in advance. We will refund you the 10 yuan postage you paid in advance after receiving the goods.
b. Confirm the quality problem. Exchange: Confirm the quality problem. Refund: Dear, you can return it if you want. Please send it back to me first and put a piece of paper in the package you sent back. Please note your order number, name, contact number and quality issues on it. Please pay the postage for your return. We will replace the goods for you after receiving the goods and refund the 10% postage you paid in advance. Yuan.
5. For returns or exchanges due to non-quality issues, the buyer will be responsible for the postage returned by the buyer. At the same time, if it is an exchange, the buyer will have to pay the postage we will send after the replacement.
Note: Handling returns and exchanges
When a customer requests a return or exchange, do not hold anyone responsible first. At this time, the customer service should speak in a gentle tone and let the customer's emotions go first. Stabilize. Then ask the customer about the situation they encountered and record in detail the reason why the customer requested a return or exchange. Analyze where the problem lies and who is responsible. And let customers take photos of the products and send us electronic pictures. After negotiation, the returned products must be recorded and the reason for the return must be noted!
6. After-sales inquiry logistics
Fixed customer service personnel will inquire about unsettled orders that have been shipped for three days every day. For logistics that have been shown for delivery. There are three situations where there are exceptions in the display of receipt and logistics:
Display of delivery: Hello, dear, the baby you purchased in our store has arrived at your location, and the courier will deliver it to you in the near future. You arrange delivery, please keep the communication clear and pay attention to check the package. After receiving it, please check it carefully. If you have any questions, please contact our online customer service in time to handle it for you. If you are satisfied with the package you received, don’t forget to let us do a comprehensive review. Five-star evaluation~
Show signature: Hello, dear, your package has been signed for. Are you satisfied with the baby you received? If you are satisfied, don’t forget to give me a full review Five-star evaluation. If you have any installation and use problems in the future, please contact our online customer service in time to handle it for you. I wish you a happy shopping again~~
It shows that there is an abnormality in the logistics: contact the logistics to inquire about the details. What is the reason for the abnormality, and then leave messages to customers in a timely manner according to different situations.
7. Reply
Reply based on customer evaluations, maintain the company's image and product quality, and collect customer opinions in a timely manner for customers who have opinions, which is beneficial to the company's development. If your suggestions are adopted, those who are likely to damage the company's image and products must retaliate resolutely. Your attitude should be reasonable and firm. Taobao customer service speaking skills
1. Greetings
① As a first-time buyer, the first consultation is usually? Hello, are you there?, as your customer service answer It should be? Dear, hello, welcome. I am the customer service of XX (store name). I am happy to serve you!?
② If you are a buyer who has visited before, welcome to visit again? Come back again, do you need any help? XX is happy to serve you!?
Such an answer gives the buyer a sense of intimacy, and the service attitude affects the buyer's shopping mood.
2. Customer service response time
When buyers come to inquire about products, they come with doubts and want answers. They don’t want to throw out a question and have it go unanswered. , with such a reaction time, the impatient buyer would have already turned around and left or vibrated the screen to vibrate you. Generally, the response time of customer service is preferably within 1 minute, and buyers will still have the enthusiasm to shop. Only in this way can the buyer's problems be solved in a timely manner, so as to avoid losing customers and losing business.
3. Product consultation
Everyone is curious. When buying something, they definitely want to know more comprehensively before making a decision to buy. At this time, customer service is required to be patient! Buyers' questions are usually very detailed. If you are not careful, it does not mean that others are not careful either. In fact, the general product details will be introduced very clearly. What the buyer wants is your affirmative answer to give the buyer a reassurance. For answers that you are not sure about, try to answer tactfully. Don’t be absolute or avoid the topic! Introduce other features of the product! Customer service must know how to focus on strengths and avoid weaknesses!
4. About price
After the product is priced, most buyers will still discuss the price with you.
For example
Buyer: Can the price be any cheaper?
Customer service replied: Dear, our store’s special offer is already at a discounted price, it’s very affordable!? For regular-priced products? Dear, we have quality assurance. They are absolutely authentic and make your purchase worthwhile!?
If the buyer still refuses to let go, generally such buyers actually I have decided to buy it, just to see if I can get a chance to reduce the price. At this time, the customer service responded? Dear, this is the price set by the store owner and cannot be changed at will. Dear, if you buy it now, you will become our member. Next time Are there discounts for shopping!?
5. Transportation and freight issues
Regarding transportation and freight issues, there are roughly the following three points:
① Buyer :?How much does it cost to deliver express to XX place?
Customer service: Dear, please select the corresponding city on the product page, and it will automatically match and display the express delivery cost to that city!?
② Buyer: Can you send XX express?
Customer service: Dear, we are cooperating with XX and YY express. Dear, don’t worry. If the express company can’t deliver it, it won’t be delivered. I'll take the order. We have after-sales tracking logistics, please rest assured that you can receive the baby in time and smoothly!?
③ Buyer: I am in XX, can I arrive in 3 days?
Customer service cannot give a definite answer to the buyer's request for how many days it will take to arrive. This depends on the efficiency of the courier company and some force majeure factors such as weather.
Customer Service: Dear, we will deliver the goods as soon as possible. According to the normal delivery time, it should be delivered on time. However, if the flight is delayed due to weather reasons, we cannot promise it. If it is not possible in time, Delivered, please forgive me! Thank you for your cooperation!?
6. The buyer took the wrong product
Generally, people make mistakes, not to mention that we are normal people. . Sometimes we encounter buyers who have photographed the wrong color or size of the product. At this time, the buyer has already paid. In this case, the average buyer will ask for a refund and re-shoot. Customer service should contact the buyer as soon as possible to help the buyer make changes in the background to prevent the buyer from operating the refund procedure and affecting the store's refund rate!
7. Confirmation
There are two main points for confirmation here, ① the color and size photographed by the buyer and ② confirm the delivery address. After the buyer takes the photo and pays, he should confirm with the buyer in time? Dear, may I ask if the photo I took is XX color and XX size! In order to be accurate
, the baby will be delivered to you in a timely manner. Please check the shipping address with me! If you need to change the delivery address, please inform us in time! To avoid sending the goods to the wrong address! Thank you for your cooperation!?
8. Return and exchange
Because the buyer does not purchase the goods in person, the buyer may be picky when receiving the goods. When the buyer sees that the goods are not in line with his expectations, he will ask for a return or exchange.
① Return
It is best not to have this situation happen. The quality problem is understandable. If the product is not what you expect, the buyer will ask for a return. In this case, you can suggest If the buyer chooses a replacement product of the same price and still insists on returning the product, the buyer will have to arrange a return. But a very important point is that in the process of communicating with the buyer, do not let the buyer think that we are unwilling to return the goods and are deliberately delaying!
②Exchange
Exchange The reason for the goods may be quality problems, size problems, and color selection problems.
Actively adopt a problem-solving attitude when communicating with buyers on these issues. Some buyers may exchange more than once. In this case, customer service must be patient. If the buyer does not like this item very much, he will not waste so much money. For those who spend a lot of time in the game of trading, as long as such a buyer is satisfied once, he is very likely to become a repeat customer!
9. About evaluation
① Many buyers will not remember to confirm receipt and leave comments to the seller after receiving the goods. At this time, 2 days after the buyer receives the goods, if the buyer is online, the customer service can proactively contact: Hello, I am XX The store's customer service and logistics information have shown that you have received the goods, but no evaluation has been given. If I don't delay you now, please take a short time to ask for your feedback on our products, okay? This way there will be Contribute to our continuous progress!?
② For bad reviews, you should contact the buyer promptly to inquire about the specific reasons for dissatisfaction, understand the details, explain the dissatisfaction doubts to the buyer, and persuade the buyer Give good reviews to encourage us to grow better. Malicious reviews should be explained as soon as possible to avoid giving a bad impression to other buyers!
9. Others
① When customer service logs into Wangwang to chat with buyers, it is best to use Song Dynasty or small fonts. Fonts that are too large give people a domineering feeling. It is best not to use large or small fonts.
② Generally speaking, if there are a lot of inquiries from buyers, can you set up an automatic reply? Dear, hello, there are a lot of customer service inquiries now, and the response is slow. Please forgive me! Please list the questions together. We will give you a detailed reply in time
Thank you for your cooperation!?
③When chatting, pay more attention to using Wangwang expressions, so as to make people feel relaxed and happy Talking to you in mood is just like chatting face to face! Sometimes it can also relieve the unhappy mood of buyers, and emotions are contagious! gt; gt; gt; More exciting things on the next page? Taobao customer service workflow and responsibilities?