Marketing Web site How to do a good job of product after-sale communication

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The so-called after-sale communication, refers to the guests in the payment after the communication, mainly through Wang Wang, telephone, station letter and other means of communication, can also be through e-mail, mobile phone messages and other means of communication.

The initiative of after-sale communication, is to enhance customer shopping experience, improve customer satisfaction and loyalty to the magic weapon. The cost of cutting off the after-sale communication is to cut off the old customers and cut off the source of profits that the sellers can keep growing. When the buyer because of dissatisfaction and find the time, communication becomes very passive, communication success of the map also greatly reduced, even through communication to solve the evaluation problem, but the customer's shopping experience is difficult to become better.

After-sales communication: Five steps

After-sale communication can be decomposed into: after delivery, change to, after receipt, praise, after the evaluation of five steps.

The first step, after delivery: Inform delivery, the buyer steadfast.

The buyer pays the money, the goods did not have the hand, in the mind unavoidably has the worry, when can the delivery? When can I get it? For some new buyers, it is inevitable to worry, will not be fooled? After the delivery of the seller can ship the date, express Company, express number, estimated arrival time, sign notice and so on to inform the buyer, so that the buyer steadfast at ease at the same time, Also embodies the professional seller.

The second step, the time: follow-up confirmation, timely processing.

In anticipation of the arrival time, the initiative and the buyer to communicate, reflecting the seller's sense of responsibility and professionalism, the situation in a timely manner to explain, deal with, and eliminate the buyer's doubts, to avoid the problem of express delivery to the store after the evaluation.

The third part, after signing: Timely return visit, collect information.

After the buyer signed, the first time to take the initiative to return, the initiative to collect customer opinions, meet customer dissatisfaction in time to apologize, timely interpretation, timely treatment, to resolve the crisis before the outbreak, further enhance customer shopping experience, improve customer satisfaction and loyalty.

The fourth step, after evaluation: pay attention to interpretation, dispute communication.

Good communication every step, praise such as the tide strides. Buyers gave praise, sellers should respond. We should make full use of the interpretation platform to express our thanks and welcome again to announce the latest promotional information. Although many sites do not explain the praise, but if the idea of a new customer experience to enhance the interpretation, or can be displayed.

We do better, it is inevitable that there will be loopholes, customers are dissatisfied with the resulting transaction disputes. In the face of discontent and even angry customers, sellers should grasp a few points to eliminate customer dissatisfaction, resolve transaction disputes.

1 "transposition thinking." For example: we understand your mood.

2 "sincere apology." For example: really embarrassed.

3 "Appease the buyer. For example: Please be assured that we will deal with it as soon as possible.

4 reasonable explanation. For example: things like this.

5 proposes the proposal. For example, we offer you three solutions.

6 strive for understanding. For example: To bring you trouble, but also please you more considerate.

Big sellers always complain that when customers are full, there is no manpower to provide after-sale communication. In fact, there are three different solutions: one is in the decoration of the site, so that the site and products have a strong "communication function" to guide more buyers self-service shopping, reduce the sale of communication, there are more customer service to provide after-sales communication, but to increase customer service personnel or the application of Advanced call center to enhance the reception capacity of customer service; 30 control the number of customers, do not let customers too much to the point of reception.

Some people may wonder, the client is not good enough? How to control? The more customers the better. When the service capacity is insufficient, we must control the number of customers. There are two kinds of control methods: one is to reduce the publicity and promotion costs, but to improve the sales price of the products.

We as sellers, sell more than products, more is a kind of service. (The article is excerpted from: "Sellers" magazine, total 7th period.) Author: Zhaoqingrui. )