When answering questions from customers, the answers must be comprehensive
A comprehensive answer does not mean that you can talk endlessly, nor does it mean that the more answers the better, but that you should answer the customer’s questions, especially the key questions, in a comprehensive manner without missing anything. For customers’ questions about products, prices, performance, etc., it is best to answer the customer’s questions in one go, so that customers can feel your professionalism and avoid wasting time due to repeated questions and answers.
For example, in cross-border e-commerce, logistics has always been a problem that buyers are concerned about. The delivery time of goods in different countries varies greatly from country to country. If you do not communicate well with buyers, it is easy to cause disputes in the store. Therefore, it is very important to inform the buyer of the logistics information in detail:
Buyer: “Can you use XX express?”
Customer service: “Yes sure. But you need to pay for extra freight.”
After delivery, the logistics information can be informed to the buyer in detail:
Customer service: “Hello! We have shipped the goods. For the detailed information please refer to *********”
2. Be good at using emoticons
Emojis are an important tool for people to express their feelings. In online communication where people cannot see each other, emoticons have become an indispensable way to express politeness. Words sometimes cannot express a person’s accurate mood, and sometimes may cause misunderstandings, but emoticons are different. Therefore, in the process of communication, being good at using emoticons is an important weapon.