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I, Chapter 1 Retail Customer Service Training Materials

A Basic Concept of Customer Service

Customer service, on the company's online sales platform, utilizes timely communication tools, such as Want Want and QQ, to conduct and influence their thoughts to customers, and to excel in fulfilling orders.

In short, think differently to give customers the answers they want; listen to understand, speak out, sell, and get your money back.

Two main work content

1. Understand customer needs, match customer needs. (Pre-sale)

2. Give buyers reasons to buy, prompting the transaction. (pre-sale)

3. after-sales service (after-sales)

4. relationship maintenance (after-sales)

Three important roles and significance

1. Shape the image of the store: customer service is the first window of the store image.

2. Increase the turnover rate: customer service online can always reply to customer questions, which allows customers to understand what they need in a timely manner to facilitate transactions.

3. Increase customer turnover: Customers will be more inclined to choose the seller he is familiar with and understand, thus increasing the rate of customer repurchase.

4. better customer service: can provide customers with more shopping advice, better answer customer questions, more quickly to the buyer after-sales problem to give feedback, so as to better serve the customer