Taobao customer service classic discourse skills and methods

Doing customer service work in Taobao, discourse skills are essential. Taobao customer service what are the discourse skills? Here is my collection of some Taobao customer service classic discourse skills of the content, I hope to help you.

Taobao customer service skills: pre-sale

1. Reception opening:

Dear, hello, very happy to serve you, what can I do for you?

pro, you fancy this baby is in stock it, now the whole field to do activities, full of xx have activities, you look at it. (

The first time I saw this baby, it was in stock, and now the whole field is doing activities, full xx have activities, you look at it.

pro, you fancy this baby is in stock, you can rest assured that the shoot Oh O (_) O ~

pro, I'm very sorry that this baby is no longer in stock it, you can take a look at this Oh, the quality of the two babies are very good, the style and price is also similar.

3. When to ship?

Pro, you photographed within 42 hours can arrange for you to ship it

4. What express delivery?

Parent, the default is to send YunDa Express Oh, your side can receive YunDa goods?

Parent, the default is to send Rhymer Express Oh, your side can receive Rhymer goods? Rhymer less than the place we can arrange for you to send EMS, EMS is the national access, but EMS is not shipping it, you need to make up for the cost of postage 10 yuan, (send the same as the wind to make up for the cost of postage 20)

5. when to arrive at the goods?

pro, generally after the delivery of Rhyme after about 3 days can arrive it, you can carefully check after receiving the goods, such as any quality problems, 7 days can be unconditional return of goods, postage is also borne outside. (Shunfeng generally arrive within two days, remote areas will delay the arrival time) (EMS generally 3-5 days to arrive, remote areas about 7 days to arrive)

6. can be cheaper?

Parents, we are very sorry, our pricing is already the lowest sales price, there is no way to discount it ~ ~ ~ ~

7. quality

Parents, we are the mall genuine, quality is guaranteed, you can rest assured that this side of the photo Oh.

8. Conclusion

pro, thank you very much for your patronage our side will be the first time for you to arrange for the shipment of Oh, please wait patiently for the receipt of goods, if there is any problem, please contact us in a timely manner customer service for you to deal with ~ ~ ~ I wish you a happy shopping, you can add some expression

9. Returns

pro, 7 days can be an unconditional return of goods The quality of your return and exchange single postage is borne by us for you, if it is a non-quality problem, you return the postage and we give you to replace the goods issued by the postage is borne by you Oh

10. package mail it

pro, I'm very sorry about it, the postage is charged by the courier company this side, we are just collecting ah, can not be for your package mail Oh ~ ~ ~ ~

11 . Physical and picture differences

pro, our store pictures are taken in kind it, no special PS processing, but the picture shooting color process due to the impact of light reasons may be illuminated into the physical and the picture there is a slight difference, but please rest assured that the difference is certainly very small it is basically the same Oh.

12. What is the material?

According to the baby's material to answer truthfully, at the same time explain the characteristics of the product

13. will not fade?

pro, is very good to wash, your first wash will be a little undyed color faded down, as we put the top of the dust and so on to wash off, but the second time to start there will be no such phenomenon Oh, you can rest assured, and you wash after the baby's color will not have any change (according to different materials to explain, inform the customer to pay attention to cleaning, such as)

14. What are the gifts?

Dear, our side will give you a beautiful box Oh! (If there are other freebies said together ~ ~ ~)

Taobao customer service techniques: after-sales

1. buyers complain or dissatisfaction:

Hello, what is the problem so you are not satisfied? If we or the courier company's reasons for your inconvenience, we are sorry to give you trouble! Can you describe the situation you encountered?

2. Logistics problems

Dear, I'm very sorry, the best logistics is busy, the delivery is slow (easy to error), your side first do not worry, I first contacted the courier company to ask what is the situation, okay? Then according to the specific circumstances of the specific solution.

If you meet the shipment of goods confiscated by the security department, you should first consult with the courier company and confirm the responsible person, so that the courier company to compensate for the loss. Secondly, contact with the customer to negotiate the handling of the matter (refund, replacement, gift). Ensure that customers get a satisfactory answer.

3. After-sales problems in the use of the product:

After the customer purchased the product, there is a problem in the use of the customer service will complain. At this time, the first thing customer service personnel should do is to first stabilize the customer's mood. Ask the customer in detail about the situation encountered, and recorded in detail. Analyze the reasons for the problems. If you can not find the cause of the problem, we must one by one to rule out the possibility of a problem situation. Be patient for the customer, carefully answer the customer's questions. More smiley face expression, let the customer really realize that you are in good faith for him to solve the problem.

Here to note: in the customer complaints about the use of the product many of the problems are because the customer does not know how to operate and categorically believe that the product quality problems! So customer service personnel should first appease the customer, ask for details of the situation, and then patiently explain the use of the product steps and methods! Let customers realize that it is not the quality of the product, but their own reasons! Also tell the customer if they encounter any problems in the future can come back to me. This is also a good way to maintain old customers!

4. quality problems (hair error, quality problems) returns

Dear, please rest assured that Oh, if it is our quality problems this side will certainly deal with you you need to cooperate with a Please send a picture of the quality of the problem at the shot to us, okay?

a. Confirmation of the quality of the problem back: pro, you want to return is possible, please send me back to your side first, in the package you send back to the inside of a note, the top note your order number, name, contact phone number, specify the quality of the problem return, you return to the postal expenses please advance, we received the goods for you to refund at the same time, refund you advance the postage 10 yuan.

b. Confirmation of quality problems for: Confirmation of quality problems back: pro, you want to return is possible, please send back to me first on your side, in the package you send back to the inside of a note, the top note your order number, name, contact phone number, specify the quality of the exchange of goods, the return of your postage, please pay for the first, we received the goods for you to replace the shipment, while refunding your advance payment of $ 10 postage! We have received the goods for you to replace the shipment, at the same time, you advance the postage refund 10 yuan.

5. Non-quality problem returns, the buyer back to the buyer's own postage, at the same time, if it is a replacement, the buyer has to pay us to replace the postage sent over.

Note: Returns and exchanges are handled

In the case of customers requesting returns and exchanges, do not pursue who is responsible for the customer service at this time, the tone of voice should be gentle, and first let the customer's emotions stabilize. Then ask the customer to encounter the situation, detailed records of the reasons why the customer asked for the return of goods. Analyze where the problem is, where the responsible party is. And let the customer to take pictures of the product and send electronic pictures to us. After consultation with the return of the product for the record and indicate the reason for the return!

6. After-sales query logistics

Every day by a fixed customer service inquiries shipped three days of unfilled orders, for the logistics that have been shown to be dispatched. Show receipt, show logistics have anomalies in the three cases to deal with:

Show delivery: pro, hello, you buy the baby in our store has reached your location, courier personnel will be in the near future for you to arrange for delivery, please report your newspaper communication smooth attention to check the parcel, after receiving, please double-check it Oh, if there is any problem, please contact our online customer service for you to deal with, for the Receive the package satisfaction do not forget to do a full five-star evaluation of us Oh ~

Show sign-off: pro, hello, your package has been shown to sign for it, for you to receive the baby you are still satisfied? If you are satisfied, do not forget to give me a full five-star rating Oh, later if there is any installation and use of the problem, please contact our online customer service for you to deal with Oh, once again, I wish you a happy shopping ~ ~

Show logistics is abnormal: contact the logistics query to find out what is the reason for the exception, and then according to the different circumstances of the customer message in a timely manner.

7. evaluation

According to the customer's evaluation of the evaluation, maintenance of the company's image and product quality, for the opinion of the customer in time to collect customer comments, for the development of the company's beneficial suggestions to take, estimated damage to the company's image and products to be determined to comment back. The attitude should be reasonable and firm.

Taobao customer service techniques

1. Greetings

① As a first-time buyer, the first consultation is usually? The first time I saw you, I was in the middle of a conversation with you. The first time I saw the camera, I saw the camera, I saw the camera, I saw the camera, I saw the camera, I saw the camera. Pro, hello, welcome, I am XX (store name) customer service, happy to serve you!

② If the buyer is previously patronized, again patronized temporary? Welcome to the pro again, what do you need help with, XX is happy to serve you!

Such a reply, give buyers a sense of cordiality, service attitude affects the mood of buyers shopping.

2. Customer service response time

Buyers to consult the product, is with doubts to get the answer, do not want to throw out a question, stone sinking no one to answer, such a response time buyers have been anxious to turn around and go away or vibrate screen vibrate you. General customer service response time is best within 1 minute, buyers will also have the enthusiasm to shop, so that we can solve the buyer's problem in a timely manner, so as not to lose customers, lose business.

3. Product consultation

Everyone has a curiosity, when buying things certainly want to understand a little more comprehensive before you make up your mind to buy. This time will require customer service patience Oh! The buyer's question will generally be very detailed, you are not careful, does not mean that others are not careful. In fact, the general product details will be introduced in the baby is very clear, buyers want is your answer, give buyers a pill. For their own is not very sure of the answer, try to answer politely, do not say the words absolutely, or bypass the topic! Introduce other features of the product! Customer service should know how to avoid the shortcomings!

4. About the price

After the product pricing, most buyers will still discuss the price with you. For example

Buyers:? Can the price be cheaper?

Customer service answer: ? Pro, the store's specials are already discounted price Oh, very affordable it! For regular price products? Pro, we have quality assurance Oh, absolutely genuine, so you buy value for money!

If the buyer still refuses to let go of the words, generally such buyers have actually decided to buy, is to see if there is an opportunity to reduce the point, this time the customer service answer? Pro, this is the owner of the price Oh, can not be changed at will, pro, buy now is our members Oh, the next shopping discount it!

5. Transportation, freight problems

On the transportation, freight problems are roughly the following three points:

① buyers:? How much does it cost to express to XX place?

Customer service:? Pro, in the product page pro select the appropriate city, it will automatically pairing show the cost of express delivery to the city need Oh!

② buyers:? Can you send XX express?

Customer service:? Pro, we cooperate with the XX, YY Express, pro, do not worry, the courier company if not if it will not take orders Oh. We have after-sales tracking logistics, please rest assured that the pro can receive the baby in a timely and smooth!

③ buyers: ? I'm in XX, 3 days to arrive?

For buyers to request a few days to this problem, customer service is not able to give a definite answer, this is determined by the efficiency of the courier company and some of the weather force majeure factors.

Customer service:? Pro, we will ship as soon as possible, according to the normal delivery time, should be able to be delivered on time, but in case of weather conditions, flight delays, we can not promise, such as over can not be delivered in time, but also please pro understanding Oh! Thank you for your cooperation!

6. buyers shoot the wrong goods

Generally people will make mistakes, not to mention that we are normal people. Sometimes we will encounter buyers to shoot the wrong color or size of the goods, when the buyer has already paid. In this case, the average buyer will ask for a refund to re-take, customer service should be the first time to contact the buyer to help buyers in the background to change, to avoid the buyer to refund the operation of the program, the impact of the store's refund rate!

7. Confirmation

Here's the confirmation of two main points, ① buyers photographed the color, size ② confirmation of the shipping address. After the buyer photographed payment, should be confirmed with the buyer in time? Pro, please pro shot is XX color, XX size it! In order to accurately

Accurate and timely delivery of the baby to your hands, the shipping address to check with the pro Oh! If you need to change the delivery address, please notify us in time! In order to avoid the goods sent to the wrong address! Thank you for your cooperation!

8. Returns, exchanges

Because we do not see the entity purchased, so when buyers receive the goods there may be a lot of nitpicking, buyers see and their expectations do not match when they ask for a refund, exchange.

① Returns

It is best not to have this situation, the quality of the problem is understandable, if the baby is not their expectations, buyers will ask for a return, this time you can suggest that the buyer to pick the same price of the goods to replace the buyer or insist on the return of the goods, the buyer can only arrange for the return of the buyer. But it is very important to communicate with the buyer in the process, do not let the buyer think we refuse to return, there is a deliberate delay!

② Exchange

The reason for the exchange may be quality problems, size problems, and color selection problems. In these issues and buyers to communicate actively come up with a problem-solving attitude, some buyers may change more than once, so the customer service must have patience, the buyer is not because of the very like this thing, it is not going to waste so much time in the game of change to change, so that buyers as long as a time to make him satisfied, there is a great possibility of becoming a repeat customer!

9. About evaluation

① Many buyers will not remember to confirm receipt and give the seller comments after receiving the goods, this time in the buyer receives the goods after 2 days, if the buyer is online, customer service can take the initiative to contact:? Hello, I am XX store customer service, logistics information has shown that you have received the goods, but did not give evaluation, if not delay you now, please take a small time to ask you for feedback on our products, can you? This will help us keep improving!

② For the bad evaluation, you should contact the buyer in time to ask the specific reasons for dissatisfaction, to understand the details, to explain to the buyer dissatisfied with the doubts, to persuade the buyer to give a good evaluation to encourage us to better growth, malicious evaluation in the first time to give an explanation, so as to avoid giving other buyers to create a bad impression!

9. Other

① customer service login Want to chat with buyers, the best choice of font is Song, small four, too large font gives a very domineering feeling, the size of the font is best not.

② general advisory buyers, you can set up an auto-reply? Pro, hello, now the customer service advisory volume is more, the response is slower, please pro understanding Oh! Please list the questions together, we will promptly

give you a detailed response, thank you for your cooperation!

③ In the chat, but also pay more attention to the use of Want expression, so that people give a relaxed mood with you chat, as if face-to-face chat! Sometimes it can also relieve the buyer's upset emotions, emotions are infectious!

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