On the experience of customer service in online shop

Http://www.aliyun.com/zixun/aggregation/8068.html "> Online shop Sellers as the B in the business, but now many consumer-to-consumer open the platform (such as ebay, Taobao, etc.) in the previous C many also belong to" B " The following customer service experience is my 7 years in the operation of Love gift shop, birthday stores, such as more than 10 retail and wholesale of the consumer website after some accumulation.

1. Leave the bottom of the ship either through the Post office, or through the express delivery company, or select what other logistics consignment company shipments, as long as the seller is indeed shipped, the corresponding units to provide distribution will give the seller a shipping voucher. Sellers must take good care of these documents, in case the buyer complained that the goods were not received, the seller can show this shipping credentials. It's hard to argue if you lose these shipping credentials.

2. Make a phone call in the store. ask you questions; in fact, some customers do not really have to say what the problem, but worry about your shop is called the shell company, after receiving the money will not ship, so will try to dial a phone to see if there are people to answer If your shop is a regular company operation or recruit a special person to do customer service this piece, naturally there is nothing to worry about. But if you are a person to do online shop, at this time, if you are busy other things, or in bed, meetings and so on and can not answer the phone, then the customer will think that your store reputation has a certain problem. The idea of buying goods in your shop is likely to be dispelled. So it is advisable to indicate the time you can answer the phone. such as telephone service time: Weekday 9 o'clock ~ 6 o'clock in the evening.

3. e-mail in 8 hours reply to the customer's e-mail must be the first time to reply, I said here in 8 hours is simply the limit. Perhaps you run an online store after a feeling that is to treat customer complaints or advisory e-mail, if not to do the first time to reply, it is likely that you will forget. I've had this many times in the early days of running an online store. Just because the late reply customer e-mail for several hours, the customer ordered the goods elsewhere, I lost an order by white.

4. To avoid customer inquiries, you can take the initiative to send the bottom single/serial number to the customer's heart is generally very urgent, after the order, I hope to receive the goods as soon as possible. If they find their remittance after a few days have not received the goods, many customers will call or e-mail to you to complain: questioned you why the goods have not arrived? Therefore, you can completely after delivery, will be the delivery voucher (express delivery of the company shipped the bottom sheet, mail shipped with the Post Office delivery voucher) scanned by e-mail attachment to the form of the customer. Or conditional, you can fax the way to send the voucher to the customer to see, so that customers can do the heart at ease.

5. For cash on delivery, please call the customer as first as possible.

Many customers will use the delivery of goods to the payment method, but often because the seller and buyer did not determine good delivery address or time, and make the Express company White run a trip, with white increased your distribution costs. Therefore, for the buyer, you should receive the order, the first time to make a phone call to each other, rather than determine the receipt time and place, and how much to deal with the amount.

6. After receiving the customer complaint telephone, should give the customer to be assured that the customer will call to complain the telephone, must have the reason. You receive this kind of telephone, the mood certainly not very good, but many years of experience tells me, if received this kind of telephone, should according to customer's complaint question, reply customer A reassuring reply, what is the reassuring reply? "Explain the time to solve the problem"; You can answer the customer on the phone. Hello, your complaint question, I already understand, let me take care of, I will consult the relevant department, I will call you in 5 minutes, tell you the solution, or "you said the quality of goods have a problem, I already know, The details of the quality defects I have also been recorded, I will check the delivery situation, before the end of the day to give you an answer. "Do not try to get a customer complaint phone call the first time, and the customer to argue something, this will give customers a you do not even check the query, to inform the handling of the idea of irresponsible impression, and you do so, you are not too good mood."