Purpose of customer service work
1. Solve questions and promote sales
Pre-sales customer service usually needs to answer customers’ inquiries about products, services and logistics. Pre-sales customer service should provide customers with product information from a professional perspective, recommend suitable products according to customer needs, urge customers to place orders and make payments in a timely manner, and try to increase sales rates and unit prices.
Pre-sales customer service should have professional product knowledge, understand the characteristics of each product, be familiar with the buyer’s order operation process, and the negotiation skills required when bargaining with customers. Establishing a complete and comprehensive document of commonly used phrases for questions frequently asked by customers can improve the efficiency of customer service’s daily responses.
2. Improve the buyer’s experience and appease the buyer’s emotions
The main task of the customer service during the sale is to provide logistics information to the buyer and send it to the buyer as soon as possible after shipment. A reminder email informing the buyer of the logistics service provider and tracking number, as well as the estimated delivery time. In the event of logistics delays due to special circumstances, customer service should promptly and proactively contact the buyer to explain the situation and try their best to assist the buyer in querying logistics information and appease the buyer.
3. Solve after-sales problems and reduce dispute rates
The task of after-sales customer service is to handle matters after the buyer receives the goods, and guide the buyer if he or she has no objection to the product. Buyers leave good reviews for products, which is good for store ratings and shortening the payment cycle. If the buyer has questions about the use of the goods received, the customer service should guide the buyer on how to use them. If there is a quality problem with the product, or the buyer is not satisfied with the product and wants to return it for a refund, customer service is required to have a certain degree of adaptability. Under normal circumstances, appropriate discounts and partial refunds can be given to satisfy the buyer while weighing the pros and cons. Minimize losses as much as possible. Sometimes you may encounter malicious negative reviews from buyers who want to defraud you of benefits. They will give negative reviews without giving any benefits. When handling the negative reviews from these malicious buyers, customer service can provide reasonable explanations under the negative reviews so that subsequent buyers can You will not be affected by this negative review when placing your order. In addition, it is necessary to screen out these malicious buyers, establish a blacklist, and keep records and take precautions.
After-sales customer service often faces situations where buyers are in bad mood. Customer service needs to have crisis management capabilities, be good at appeasing buyers, actively resolve disputes, and guide buyers to leave positive reviews.
Customer service working principles
1. Be proactive and lead communication
Customer service cannot mechanically respond to customer questions. When a customer asks a question, customer service should try to understand Motives behind customer issues. For example, when a customer asks the question “Are these clothes available in black besides white?” customer service can try to understand why the customer wants black clothes. The reasons behind the customer’s question may include: the customer does not like white; the customer is plump.
Wear black to look slimmer; the client’s area rejects white clothes; the client needs black clothes to participate in an event, etc. If the customer service mechanically answers “No black”, then the customer is likely to be lost; if the customer service understands the motivation behind the question, he can recommend other products that can meet the customer’s needs based on the customer’s motivation.
Customer service work should try to achieve the following three points
Provide solutions so that buyers can choose. Whether it is recommending products before sales or solving problems after sales, customer service should proactively provide customers with solutions and try their best to provide more than one set of solutions for customers to choose from.
Soft-spoken and considerate. The words are soft and friendly, making customers feel that they are communicating with a human being rather than a machine. Because there is no tone of voice and facial expressions in online communication, there will be some missing information. Customer service can use smiling emoticons and popular English Internet slang to make up for it and shorten the distance with customers.
Do more to give customers peace of mind. If the logistics is delayed, customer service can proactively inform customers of the logistics and transportation status. Proactively providing necessary information can make customers feel more secure during the shopping and waiting process, reduce disputes, and increase praise rates.
2. Seek truth from facts and control expectations
Customer service cannot over-promote in order to achieve sales goals, nor make over-promises in order to temporarily fend off customer questions. Customer service answers should be based on the principle of seeking truth from facts. Customers will have different levels of expectations for the promises made by customer service. Customer service should control customers’ expectations within a range that can be fulfilled.
3. Take responsibility and appease the emotions
Customers usually initiate after-sales consultation because of some reasons that make the transaction unpleasant. Customer service should put appeasing the customer’s emotions as the first priority when receiving after-sales consultation. One element.
The reason given by the customer may be the responsibility of the seller, the logistics responsibility, or even the customer himself. Customer service should calm down the customer’s questions immediately before distinguishing the responsibility. If it is the seller’s responsibility, the customer service staff should take responsibility as soon as possible and compensate the customer for the loss; if it is not the seller’s responsibility, the customer service staff can express their understanding of the customer’s troubles and proactively help the customer solve the problem.