"Conversation, like composition, has a theme, a manuscript, a hierarchy, a beginning and an end, and should not be incoherent."
No matter when and who you talk to, you should master certain skills. As a pre-sales customer service on Taobao, you should pay more attention to your words.The following is a brief compilation of the "pre-sales customer service, efficient and simple speaking skills" shared by the head of the customer service department of Qingdao Yiya. I hope it will be helpful to you.
1、 Welcome (opening remarks) When you receive a message from a customer, you must return it in seconds, preferably within 3 seconds. Don't be late to return the message.When you reply, you can also add self introduction and appropriate expression, which not only highlights the advantages of store management, but also reduces the sense of distance with customers. give an example: ① Hello, I'm Customer Service No. 8, glad to serve you+smiling face ② Hello, welcome to XX flagship store, customer service No.8 will serve you wholeheartedly+smiling face
2、 Conversation (basic point) Let customers understand the process of our products. Don't answer questions slowly. Don't use words like "don't know", "can't", and "not sure".When answering questions, you can use some professional terms to make customers believe in your specialty, but you should mainly use easy to understand words to communicate with customers, so as to facilitate understanding. Don't use obscure words or cold words.
3、 Determine price (difficult point) Price negotiation is the most troublesome and difficult problem for Taobao pre-sales customer service. Now, we will haggle with many people. No matter what the reason, how should customer service communicate with customers in case of haggling? First of all, your principle is that the product quality can be assured, the pricing is in place, and the company's unified pricing cannot be changed. Ordinary customers will not bother when they hear about it. If your buyer is still hesitant, you can divert his thoughts and attention. The main description is that the quality of the product is really good. You can tell the store what promotional activities are available now, or give appropriate gifts, or give appropriate discounts on freight, and finally give the customer a step forward to conclude the transaction.
4、 Order payment (key) There are roughly three situations for order payment: First, buyers are the first time to use Taobao to buy goods. At this time, they are not familiar with the payment process and may not place an order for a long time.Taobao pre-sales customer service can say: "Honey, is there any problem in the process of payment? If there is something unclear, please let me know. Maybe I can help you+smile."
Second, it is possible that the customer service has promised the buyer a discount on freight, so we should tell the buyer: "Honey, don't pay after placing an order. I'll adjust the freight and you can pay later."
Third, the buyer has completed the payment directly. At this time, Taobao pre-sales customer service should say: "Dear, the order has been placed successfully. We will deliver the goods in time. If you encounter any problems after receiving the goods, you can contact us at any time. I am the customer service number 10+the appropriate expression.
