Reception Skills Must Be Learned: Taobao Customer Service Pre Sale Language Specification

1 reception opening remarks:

Hello, Hello, I am very glad to serve you. What can I do for you?

The baby you like is in stock, and now it's full activity. There are activities in full XX.

(special activities launched)

2 is it available?

The baby you like is in stock. You can rest assured that Oh, O, (O~)

Sorry, I'm sorry.

There is no stock left. You can take a look at this. Oh, the quality of the two baby is very good, and the style and price are not much different.

3 when will it be delivered?

You can arrange shipment within 42 hours after you have photographed.

What is the 4 express?

The default is rhyme to express. Oh, can you get rhyme goods on the side? We can arrange the EMS for you when the rhyme is not enough. The EMS is accessible throughout the country, but EMS is not covered by mail. You need to pay 10 yuan for the postage. (the postage fee is 20 for the same wind.)

5 when will it arrive?

3 days after delivery, you can check carefully after receiving the goods. If there is any quality problem, you can return the goods unconditionally within 7 days. The postage is also payable outside.

(in the two days after the wind, the arrival time will be delayed in the remote area) (EMS usually arrives in 3-5 days, 7 days in the remote area).

6 can you make it cheaper?

Sorry, we are sorry that our price is already the lowest selling price. There is no way to make it any more.

7 quality problems

Dear, we are the genuine products of the mall. The quality is guaranteed. You can safely take photos on this side.

8 concluding remarks

Thank you very much for your patronage. We will arrange the delivery for you at the first time. Please be patient and wait for the receipt. If you have any questions, please contact our customer service in time for you.

9 issue of refund

Pro 7 days can be returned unconditionally, quality problems, you return the order.

We are responsible for you, if it is not the quality problem, the postage you return and the postage sent to you by changing the goods will be borne by you.

10 mail.

Sorry, I'm sorry. The postage is collected by the courier company. We just collect it. We can't mail it for you.

11 there are differences between objects and pictures.

The pictures of our shop are all photographed in kind. There is no special PS treatment. However, the influence of illumination may be different from the pictures in the process of photo coloring. But please feel assured that the difference is very small, basically the same.

12 what material?

Answer the questions according to the material of the baby, and explain the characteristics of the product.

13 will not

It's very easy to wash. When you first wash it, you will have a little unstained color. It's like we wash away the dust and so on. But it won't happen at the beginning of the second time. Oh, you can rest assured. And after you wash it, there will be no change in the color of your baby.

14 What are the gifts?

We will give you exquisite packaging boxes on the side of us!

Customer service etiquette:

In the face of every customer of Wangwang consulting, we should be friendly and have a good attitude and smiling face to let your customers feel your sincerity.

Answer questions quickly and accurately.

Do not let customers wait too long, do not jump to conclusions about problems that you do not understand, ask your superiors, answer customers again! Do not exaggerate the information of product functions and so on. If the consequences are caused, they are responsible for them.

There is a process problem in the process of customer receiving and receiving communication.

Customer service aftermarket specification terms

1 buyers complain or dissatisfaction.

Hello, is there any problem that dissatisfied you? If we or express company cause inconvenience to you, we are sorry to trouble you! Can you describe the situation you encounter?

2 logistics problems

Sorry, the best logistics is busy. The delivery is slow (easy to make mistakes). Don't worry about it on your side. I'll contact the courier company to find out what the situation is, OK?

If the goods encountered are confiscated by the security inspection department, they should first consult with the courier company and confirm the responsible person, so that the courier company can compensate for the loss.

Second, contact with customers, negotiate the handling of the matter (refund, replacement, gift).

Ensure that customers receive satisfactory responses.

3 after-sales problems in the use of products:

When customers purchase products, they will complain about customer service when they have problems in use.

At this time, customer service personnel first of all is to stabilize customer sentiment.

Inquired in detail about the customer's situation and recorded it in detail.

Analyze the causes of problems.

If we can not find out the cause of the problem, we must eliminate the problem that is impossible.

We need to be patient and careful in answering customer queries.

With a smile on your face, you can truly feel that you are sincere in solving problems for him.

Here, we should pay attention to the following points: many of the products used in customer complaints are due to the fact that customers do not know how to operate, and they think it is a product quality problem. Therefore, the customer service personnel first need to appease the customers, ask for details of the situation, and then explain the steps and methods of the products patiently. Let the customers realize that they are not the quality of the products, but their own reasons.

This is also a good way to maintain our old customers.

4 quality problem (error, quality problem) returned.

Please feel relieved. If it is our quality problem, it will be handled well for you. You need to cooperate. Please send a picture with quality problems to us, OK?

A confirm the quality problem: please return it to me. Please send it back to me in your package. Put a note on the package that you sent back, remark your order number, name, contact number, return the quality, return it, please refund it first, we will refund it for you after receiving the goods, and refund the postage of 10 yuan.

B confirm the quality problem: confirm the quality problem: please return it to the customer. If you want to withdraw, you can send it back to me. Please send me a note on the package you sent back. Note your order number, name, telephone number and quality problem. Please return the postage in advance. We will replace the goods for you after receiving the goods, and refund the 10 yuan postage.

5 the non quality problem is returned, the buyer's own postage will be borne by the buyer, and if the goods are exchanged, the buyer will pay the postage paid for the replacement.

Note: handling of returns

In case of a customer's request for a refund, do not ask who is responsible. At this time, the customer service should be mild, so that the mood of the client can be stabilized.

After questioning, the customer inquired about the customer's situation and recorded the reasons for the customer's request for return.

Analyze where the problem is and where the responsible party is.

And let the customer take photos of the product and send us an electronic picture.

After negotiation, we should record the returned products and indicate the reason for the return.

6 after-sale inquiry Logistics

Every day, a fixed customer service is used to inquire about three days of unsold orders for delivery.

It shows that there are three cases of abnormal receipt and display of Logistics:

The delivery shows: Hello, dear. You have bought your baby in our store. The courier will arrange the delivery for you in the near future. Please check the package in the near future, please check the parcel carefully. Please check it carefully after receiving it. If you have any questions, please contact us online customer service to handle it for you.

Show your receipt. Hello, Hello, Hello, Hello, your parcel has shown the receipt. Are you satisfied with the baby you received? If you are satisfied, don't forget to give me a five star rating. Later, if you have any installation problems, please contact us online to help you.

It shows that there are anomalies in Logistics: Contact logistics to find out the specific reasons, and then leave messages to customers in time.

7 Reviews

According to the customer's evaluation, we will make a review, maintain the image of the company and the quality of the products, collect the customers' opinions in time for the customers who have the opinion, take useful suggestions for the company's development, and estimate the damage to the company's image and products.

Be reasonable and firm in attitude.

8 customer relationship management

1 products, prices, channels, promotions, these four sales links can be controlled in the marketing process. To maintain good customers, we must ensure that the four links are coordinated, and can bring benefits to customers and satisfy customers, in order to win customers.

The combination of products includes: product entity, service, brand and packaging. It is a large collection, not only a product itself, but also a good product to satisfy other customers.

The so-called pricing combination includes: basic price, discount price, payment time and so on.

The so-called distribution combination includes: ways, links, locations, warehousing and pportation.

The combination of promotions includes advertising, salesperson promotion, business promotion and public relations.

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Customer relationship management is divided into: Customer Relationship Management in marketing, customer management in sales process, and customer relationship management in customer service process.

Customer relationship management in marketing: analysis of existing customer target groups, such as which industry, which profession, which age, and which area are mainly concentrated on, so as to help the promotion personnel to make accurate advertising costs, and also to analyze the output ratio of the uneaten food.

Customer management in sales process: Customer Relationship Management in online sales usually includes potential customers, customers, etc. customer service in the process of communication, recording effective information in communication, establishing customer classification and browsing customer information can effectively facilitate pactions, and help to popularize, art and other departments to better operate the collected information.

Customer relationship management in customer service process: Aiming at customer history problems encountered in the previous sales process, targeted and efficient solving problems for customers, improving customer satisfaction and enhancing company image, that is, shop evaluation score.

It mainly includes: customer feedback, solution, satisfaction survey and so on.

9 customer relationship maintenance

The maintenance of old customers: 1, to provide better service for old customers.

For example, regular raffle activities, new products preemptive preferential prices, gift giving and so on, can establish gangs, and more convenient for the management of old customer groups, and regularly launch activities in gangs.

2, strictly control the quality of products, quality must be guaranteed.

3 strengthen information communication with old customers, such as what large-scale activities should be promptly notified to old customers.

4 ensure efficient and fast execution, such as priority delivery for old customers.