Customer service work may seem simple, but it is a very important part of the entire store operation process. It runs through the entire marketing process, including pre-sales, sales, and after-sales. Customer service staff must not only be able to answer customers’ questions, but also guide customers to buy goods and complete transactions. All problems in the store can be converted into customer service problems, and 90% of customer service problems can be solved through communication.
The most basic job of customer service staff is to respond promptly when buyers ask questions related to the store. However, if they just simply reply to buyers’ questions, such customer service staff will fail.
Buyer: I am 160cm tall and weigh 45kg. What size should I buy? Customer service: Dear, I suggest you choose size M.
Such an answer is just a question and an answer. Although it solves the buyer’s question, there is no subsequent in-depth communication between the customer service staff and the buyer after answering this question.
If you reply in another way.
Buyer: I am 160cm tall and 45kg in weight. What size should I buy?
Customer service staff: Dear, your body proportions are very good. I suggest you choose size M. In addition, the suit you chose is available with these pants as a set. You can get a 10 yuan discount if you buy it as a set. It is more cost-effective (push pants link).
Such a reply will be more friendly. While answering the buyer’s questions, you can praise the buyer, which will make the buyer happier and guide the buyer to increase the order amount. The buyer may then ask about the information of the pants and the store’s activities. During the communication process, the customer service staff can learn more about the buyer’s needs and increase the buyer’s favorability towards the store.
①For pre-sales customers who actively inquire about prices, the customer service reply formula is as follows. Praise + answer questions + guide purchase
Praise: It is best to praise the buyer in a targeted manner after understanding certain aspects of the customer. For example, “160cm tall and 45kg in weight” has a good ratio of height to weight, so praise her for her good figure.
Answer questions: Solve the buyer’s questions.
Guide to purchase: After solving the buyer’s questions, the customer service staff can recommend products related to the buyer’s inquiry products, inform them of store activities, and guide them to buy.
② For the doubts raised by the buyer during and after the sale, the customer service staff’s reply formula is as follows. Comfort + answer/solve the problem + guide good reviews such as buyers asking about logistics.
Buyer: I have placed an order, when can I receive the goods?
Customer service staff: OK, we will arrange the shipment for you as soon as possible. Generally, you can receive the goods 5 to 10 days after placing the order. Please pay attention to the logistics information and pick up the goods in time. If you are satisfied with the product, please give us a 5-star praise.
If the buyer finds that the product is defective after the sale.
Buyer: The color of the actual product is different from the product picture. Can I return it?
Customer service staff: Dear, I am very sorry to cause you trouble. Due to the lighting, there may be some color difference between the actual product and the picture. It is within the normal range and will not affect your use. To express our apology, we can give you a 10 yuan no-threshold coupon, which you can use next time you shop. Do you think this is okay?
Buyer: Okay.
Customer Service Staff: Okay, you can contact customer service in advance to get the coupon before your next purchase. If you are satisfied with our service, please give us a 5-star rating. Thank you for your trust and support.
When a buyer contacts us, it must be that he or she encountered some difficulties during the shopping process. Customer service staff must patiently answer the buyer’s questions. This is the most basic customer service work. It would be even better if the customer service staff could guide the buyer to purchase the product and give a good review.