Manage to be a customer service

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Shop customer service, an indispensable operating position. Customer service 8630.html "> Sometimes, like the tourist attractions of the tour guide, customer services, for customers, the main purpose is to help customers resolving answer confused. A customer service that meets the requirements is not how successful it must be, but it is a complete customer service process.

Generally speaking, customer service needs to deal with the process generally divided into customer reception, questions and answers, guide the order and courtesy of the visitors. Look at the picture below:

One: First greetings

In general, most stores will set the first response phrase to recommend the latest activity, although many buyers may not necessarily see it. This is not much to say, we should all understand. Second, we greet customers. For example: Hello Pro, customer service "Winter Blessing food franchise store: Ace" for your service, what can I help you? plus a small two expression, personal feel, such greetings is also good, polite and humane son.

II: Troubleshooting

troubleshooting, generally divided into pre-sales and after-sale. Whether before or after the sale, the main problems are focused on three aspects-product issues, delivery issues and express issues.

1. Product issues

For pre-sales customer service, the design of the product problem we have to quickly read the sharp view of the buyer's fancy baby, so as to answer the customer's questions. Each store will have a few hot babes, customer service can collect most of the buyers consulting questions, do a good job responding to the reply and organize the quick phrase.

(spot: There are always several mainstream products in the shop, customer service should mainly consider the main hot selling baby, for each baby to do a shortcut phrase grouping, this can help the customer quickly reply to customers, save time. Classify each question as a shortcut phrase for easy query use

For after-sale customer service, is dissatisfied with the quality of the product response and processing. First of all, it's always right to apologize to the customer, but it doesn't fully satisfy the customer's requirements. In general, photos can be proved, please kindly inform the customer, trouble to provide the next picture, to facilitate both sides to prove and negotiate. There are a very small number of buyers, we often say that the bad judge, exclusively immoral behavior, will offer to return now on the praise. Although the cash required to return is small, we should reject such threats. If the buyer malicious threat to the evaluation, customer service in polite explanation can be ignored, want wanted message record is enough to refute the unreasonable demands of buyers, in the future in the case of the shop also has to refute the buyer's evidence.

2. Shipping issues and express issues

For pre-sales customer service, the vast majority of the afternoon before two or three can issue the day's order, shortcut phrase set is very simple. This issue, we have to take into account the Monday and the issue of activities. Monday, we can add a sentence: Pro, because of the Saturday weekend warehouse and Courier may be due to rest backlog of express, today may not be fully issued, but we will certainly deal with you as soon as possible, but also please understand OH. In this way, the average buyer will understand.

For the aftermarket, a little trouble. Buyers are generally asked, why not yet? Why is there no logistics information? We need to look at the order details, if the display has shipped, no logistics information, then first with the warehouse confirmation. Has the warehouse been issued? If not issued, warehouse direct processing, if issued, and then traced The courier side. For their respective responsibilities, customer service in the interpretation with the buyer, should be based on the actual situation to make a reasonable explanation.

About the logistics information, if it is because Saturday weekend no information display, can be explained as courier rest, if it is just a day or so, can be explained as Express in the road, has not reached the scan point.

About Express, sometimes speed is very slow, lost pieces also know, at this time, customer service only can do, on the one hand to appease the customer and do a good record, remember to return! On the other hand, timely contact with the express side, do a good job of communication, we are not sent, so do not know the real reason for the problem of express mail, can only side of the query to explain to customers, Also need the experience of spectator service.

Third: Friendship recommendation

1. Recommended activities

Regarding the activity question, the customer service in communicates with the buyer the process, the buyer may not be interested in the current consultation baby very much, will take the initiative the customer service recommendation. Regardless of whether the customer is proactive, customer service can look at the opportunity to actively recommend in-store activities baby. But don't throw a bunch of links over to the customer, you know!

2. Shopping Tips

This problem is out of humanistic concern. Before the customer orders, or when we are not, we can plug in a sentence, kicking tips buyers should pay attention to what to do at ordinary times, thus triggering the goodwill of buyers. To love moving, people are emotional animals, do not underestimate this hint, perhaps because of your prompt, the user orders!

Four: Customer Maintenance

Customer maintenance, whether the customer bought or did not buy, we can express our gratitude and send warm blessings. If the customer did not buy today, you still express thanks to patronize and send warm blessings, even if the customer today did not order, perhaps next time will consider to buy a little, because they think, this shop, people really good!

If the customer bought, you send a simple but intimate blessing: I wish you a happy life and happy consumption. Some humor, and some real, closer to each other's distance!

In fact, customer maintenance and friendship recommendations, can be put to the aftermarket. No matter how the arrangement, these several big aspects are indispensable, only then steps have done, only then is the complete customer service. Customer service needs a little more, improvise! As long as the customer is satisfied, how to say unimportant (not to be reckless), accumulate skill slowly. This article by the daily Fold original submission, http://www.mrzgo.com/index.php?m=article&a=read&id=38 reprint please pay attention to retain the copyright information.