Terminology For Online Customer Service Communication

towards Customer After the explanation is completed, the customer should confirm whether it is clear:

Customer representative: "do you understand my explanation just now? Do you understand or understand?" if customers fail to fully understand, we should reinterpret what the customer does not understand until the customer understands.

Conclusion: Thank you for calling. Goodbye!

Welcome to inquire next time, goodbye!

Holidays and sentences need to add: happy holidays!

Weekend sentences need to add: have a nice weekend!

There are usually several types of complaints to customers.

1, irritable customers: a tempered temper.

How to deal with it: to soak him, like tea, to flush several kettle of water, the color will fade. For such a customer, we should "soften our strength", communicate more, let the customers know their own mistakes, or what problems we cause and so on, and properly solve them. Such customers are most likely to become faithful word-of-mouth communicators, so we should not be stingy with our warm language and apology.

2, eccentric customers: temperament is difficult to ponder.

How to deal with it: let him have his temper. The more we come Complaint Our customers are more convenient for our shop assistants to communicate with their customers, and the right time often increases customer's brand behavior.

3, overbearing customers: unreasonable.

The way to deal with it is: overbearing, it should be said that it also belongs to people like petty cheap and so on. Because of the petty advantage of covet, we should show our "God" status and take it for granted. To deal with such customers, the reason is not clear, they can be formal strength and silent professionalism through the side.

4. The customer of Intellectuals: the first thing is not to be angry but the first is the way.

Treatment: do not think such a customer is easy to play, because such a customer has certain knowledge, which requires skilled salesmen to start from knowledge, and then see Shan Kan Shan, see the water Kan Kan water, so that if it is handled well, perhaps such customers will bring some unexpected gains.

5. Culture Poor quality customers: do not know how to appreciate

The way of dealing with it is: such a customer has poor cultural quality, and does not know how to appreciate or use products. Generally, the customers who are in contact with such a store are not very smooth. Such customer complaints and even being scolded seem worthless, but do not worry. What they lack is the recognition and recognition of the products, and the salesmen can focus on their services according to their needs.

6, chatting customers: they always say that they are not finished.

How to deal with this problem: such customers are privately referred to as "nervous" customers by many shop assistants. We should listen to his nagging in response to complaints from such customers, so that he can feel that if we listen to his nagging, we will be able to solve things perfectly. Such customers are satisfied in spirit and do things in accordance with the company's after-sales service. If handled properly, such customers will go out to the company to advertise free of charge all day.

All kinds of processing methods are discussed by people and discussed by reason. "Yi Yun" says, "Tai Chi is born with two instruments, two things are born four elephants, four elephants are born eight diagrams, eight diagrams are born sixty-four Diagrams", what is said is anything changes all the time. There are many ways to deal with things, and the key is how to deal with them. In addition, in accordance with the complaint system, we can give some encouragement or compensation to the complainants to recover the losses for the customers, which is the task done by the customer service personnel.