1. Maintain a balanced and positive attitude
Milu said: Attitude determines everything. The work content of cross-border e-commerce customer service includes pre-sales, sales and after-sales, involving multiple languages, and the work process is very detailed and tedious. In this process, you must be confident in your ability. The key to success lies in the desire to work. People who are not firm in their ideas and are not positive enough cannot create excellent results even if they have a high degree or a flexible mind. For salesmen, they face a fiercely competitive battlefield every day. In this battlefield of gunfire and rain of bullets, you must have a sensitive touch and a tenacious vitality, just like weeds – wildfires cannot burn them all, and spring breezes will blow them back to life. Remember what you should remember and forget what you should forget. Change what can be changed and accept what cannot be changed. Expand your work field with a positive attitude, a strong sense of responsibility, and 100% confidence.
2. Familiar with business knowledge
As a cross-border e-commerce customer service, you need to maintain customer relationships, effectively promote sales, be able to maintain customers independently, handle customer emails and inquiries, and provide pre-sales and after-sales consulting services, order tracking information, and handle customer complaints. Properly handle customer returns and exchanges, which requires cross-border e-commerce customer service to have proficient business knowledge and continue to work hard to learn and absorb new knowledge. Only by mastering all aspects of business knowledge and accurately providing customers with various services can we continue to develop new customers on the basis of maintaining existing customers. When receiving customer letters and inquiries, the first thing is to read them carefully and then analyze them: mainly analyze what the customer’s intentions are, what the customer’s needs are, and what information the customer wants to get. In the process of order follow-up, customer service personnel need to develop the habit of immediate feedback and communication. The information sent by customers can get your feedback, so that customers can rest assured.
3. Familiarity with products and markets
Many cross-border e-commerce customer service staff have experienced the loss of potential customers when they first started working. The main reason is that they do not understand the company and products, do not know where the target market is, or when customers ask some professional questions about the company and products, they are clueless. Customer service staff must be fully aware of the advantages and disadvantages, specifications, ingredients, weight, etc. of each product of their company, and have a clear idea of them. If a salesperson is not familiar with the basic indicators such as the performance and quality of his own products, how can he introduce them to customers endlessly, how can he make his products guaranteed and reputable, and how can he gain an advantage in bargaining? Understanding of the market: one is the understanding of the target market, and the other is the understanding of competitors. You must never sit in a well and look at the sky. Because the only constant in this world is “change”, so we must make corresponding strategies according to the changes in the market, so that we can win in the fierce competition.