The quality of customer service represents the cultural accomplishment, overall image and comprehensive quality of an enterprise, and is directly linked to the interests of the enterprise; whether it can win valuable customers depends not only on the company’s product quality, product standards, product prices, etc. issues, customer service is also a key link. Similarly, the service work of AliExpress’s platform will involve the sales and promotion of products.
As society develops gradually and product competition becomes increasingly fierce, when product standards are at the same level, customer service work will bear the brunt. Customer service work is managed as a corporate brand in many well-known companies. AliExpress’s customer service work mainly includes customer reception, response to customer complaints, customer satisfaction, attitude towards customers, ways of communicating with customers, after-sales service, etc.
To do a good job in service, you need to do the following:
(1) Reply to buyers’ emails in a timely and enthusiastic manner, and make buyers feel that sellers attach great importance to these issues. It is recommended that when problems arise, sellers should proactively contact buyers to minimize store problems.
(2) When solving problems raised by buyers, the reasons must be reasonable and appropriate.
(3) When negotiating and handling problems with buyers, you must not shirk responsibility. Shirking responsibility will cause dissatisfaction among buyers and aggravate the seriousness of the problem.
(4) Through expression skills, sellers can draw closer to buyers by expressing anger, sadness, and regret.
(5) Through sincere service and friendly communication with customers, if you can become friends with buyers, there will be no negative reviews.
To do a good job in customer service, customer service staff need to possess the following basic qualities:
(1) The adaptability of “not panicking when things change”. When encountering various problems, they must not panic. , solve customer problems normally according to the process.
(2) The ability to withstand setbacks and blows. When encountering various things, you must have the ability to withstand it. You must not be resistant and reduce work efficiency because of too many things or serious things.
(3) Emotional self-control, and the customer’s attitude or language cannot affect your mood and thereby affect your service attitude.
(4) Be proactive and have a good attitude of never giving up.
(5) Have good interpersonal communication skills, language expression skills, quick thinking, insight into customer activities, and professional and proficient customer service phone answering skills. Fluent language expression and good communication skills can quickly solve customer problems and complaints.
(6) Rich industry knowledge and experience, professional knowledge answers, increase customers’ favorability and recognition of sellers.
(7) Proficient professional skills can improve the efficiency of customer service work.
(8) Good listening skills. When answering customer questions and complaints, learn to listen, respect customers, and improve customers’ recognition of sellers.
It is very important to try to avoid using negative language in customer service language. There should be no negative language in customer service language. Negative language such as I can’t, I won’t, I don’t want, I can’t, etc.
(1) In the language of customer service, there is no “I can’t.”
When the customer service says “I can’t”, the buyer’s attention will not be focused on the matter to be solved, but on “why not” and “why not”.
The correct answer is: “Let’s see what we can do for you.” This avoids saying no or no to the customer.
(2) In the language of customer service, there is no “I can’t do it.”
When customer service says “I won’t do it”, the buyer will have a negative feeling and think you are resisting; and we hope that the customer’s attention will be focused on what the customer complaint staff said, rather than diverting attention. .
Correct answer: “What we can do for you is…”
(3) In the language of customer service, there is no “This is not what I should do.” “.
The buyer will think that the seller thinks he is not worthy of making a certain request and will no longer listen to your explanation.
Correct answer: “I’d love to do it for you.”
(4) There is no “I don’t think I can do this” in the language of customer service.
When the customer service staff says “no”, the communication with the buyer will immediately be in a negative atmosphere, which will invisibly shift the buyer’s attention to what the seller cannot or does not want to do.
Correct answer: Tell customers what you can do and be very willing to help them.
(5) In the language of customer service, there are no “buts.”
Have you ever received such a compliment – “The dress you are wearing is so beautiful! But…”, no matter how good you are at the beginning, if “but” appears later, It is equivalent to negating what was said to the customer before.
Correct answer: As long as you don’t say “but”, you can say anything! In the language of customer service, there is a “because”. To make the customer accept your suggestion, you should tell him the reason. If you cannot meet the customer’s request, you should tell him the reason.