Online communication between customer service and customers is an important step in the cross-border e-commerce transaction process. A customer service with professional knowledge and good communication skills can dispel many of the customer’s concerns, promote the customer’s online purchase behavior, and thus increase the transaction rate. Therefore, the communication skills of cross-border e-commerce are particularly important.
1. Always abide by international etiquette of communication
Different from face-to-face communication, the etiquette of customer service communication on the Internet emphasizes the etiquette norms of written language, and for cross-border communication, mastering international etiquette is particularly important.
For example, in the issue of addressing customers, whether it is the first time the customer sends an email or inquiries or subsequent behavior, the customer calls the customer service “Dear A”, then the customer service’s reply should also correspond to “Dear B”. If you reply to the customer “Hi, A”, it will make people feel uncomfortable. By analogy, if the customer starts the email with “Hi, A”, the customer service’s reply should also correspond to “Hi, B”.
When receiving an inquiry from a first-time buyer, the first sentence the customer service should answer should be: “Thank you for your interest in our item.” or “Thank you for your inquiry.” If the other party is a buyer who has visited before, when he visits again, the customer service should respond: “Nice to see you again! Is there anything I can do for you?” Such an answer gives the buyer a sense of intimacy, and the customer service attitude affects the buyer’s shopping mood.
2. Clearly express your opinions and suggestions to customers
When communicating with customers, you must clearly express your ideas and suggestions. For example, the price of the product can only be lowered to this point and cannot be changed anymore. If you place an order now, you can give a small gift, etc.
Buyer: “Will the price be cheaper?”
Customer service: “Sorry, we don’t have any discounts for this item. But if you make the order now, we can send you an additional gift to show our In addition, when you encounter an inquiry that you do not understand, you can tell the customer frankly: I will write this question down and answer you after I figure it out. Never pretend to know something when you do not, and do not give vague answers. Do not say nonsense to avoid the customer’s questions. When answering the customer’s questions, you should also be careful not to give absolute answers, such as: our quality is absolutely fine, our service is absolutely first-class, etc. We all know that there is a common sense: there is no absolute thing in the world. Do not make your language absolute.