Communication skills and vocabulary of e-commerce customer service

Communication skills and vocabulary of e-commerce customer service

E-commerce customer service communication skills and words, e-commerce is a new industry. Now it can be said that in the era of e-commerce, more and more people are engaged in e-commerce projects. For e-commerce customer service, how to communicate with customers is a very profound knowledge. Let me teach you the communication skills and words of e-commerce customer service.

Communication skills and words of e-commerce customer service 1 polite expressions

As an e-commerce customer service, you must use civilized language, pay attention to politeness and etiquette, be polite to many people, and being rude and uncivilized is the most annoying thing. Moreover, civilized language can also enhance customers' first impression of the store and increase their goodwill. Use more intimate terms such as "pro" and "guest officer", and use more intimate words to narrow the psychological distance with customers, eliminate barriers and guard, and facilitate communication.

Avoid verbal conflicts

As an e-commerce service personnel, we must avoid verbal conflicts with customers, no matter how unreasonable the customers are. Because, in case of conflict, customers will give bad reviews, which will seriously affect the reputation of the store.

Familiar with products and services

E-commerce customer service must have a detailed understanding of the products and services of the store, so that customers will have questions and answers when consulting products and services. Otherwise, customers will be disgusted if they don't know.

Be patient with customers.

When customers ask you questions, whether before or after sale, you should be patient and serious, not impatient, and don't deal with them casually.

Solve customer problems

If the customer has any problems, as the customer service of e-commerce, we can help the customer solve the problems within the scope allowed by the company and try our best to solve them. If you can't solve it, just tell the truth. So that customers will appreciate you. Remember to pass the buck. What customers dislike most is that e-commerce customer service blindly shirks responsibility, which is a product quality problem and admits to solving it in time. If it's not the product itself, explain it clearly to the customer, and remember not to put all the responsibility on the customer.

E-commerce customer service communication skills and words 2 1, hello, are you there?

Style 1: Hello, dear, yes, it's my pleasure to serve you. what can I do for you? (smiling)!

This style is more orthodox and polite. When talking with customers, using "you" can make customers feel that we are serving her attentively. Adding a cute expression can better narrow the distance with customers and adjust the atmosphere. )

Style 2: Hi, yes. Oh, what can I do for you?

The first contact with customers in a humorous tone can create a very relaxed atmosphere and make customers feel that you are very interesting and happy! Calling each other "you" also reduces their sense of distance from you, thus promoting the later conversation)

2. Do you have this dress?

Dealer Edition: What is displayed on our baby is the actual inventory, and what you can see is the stock!

Self-selling version: please wait a moment, I'll check it for you!

At this time, your language must show your calmness and professionalism, so that buyers feel practical and trust.

3. Which color do you think looks better? Help me recommend it!

I think these two colors are good, because everyone's upper body effect and preferences are different, customers choose according to their personal preferences, and there are more customers who temporarily choose XX color! (You can also praise the customer appropriately. Who doesn't want to hear it if it's good? )

4. My height is XX and my weight is XX. What size should I wear?

Size concept: according to your height and weight data, I suggest you buy size M, and size S may be a little small for you!

There is no concept of body shape: because everyone's body shape is different, in order to be responsible for you, what we recommend for you according to your height and weight may be inaccurate. I suggest you choose a dress that suits your daily life and measure your shoulder width, chest circumference, waist circumference and other data, and choose the one that suits you best according to your most accurate data!

At this time, if you are professional enough, show your major as much as possible; If you are not professional enough, try to pretend to be professional and let customers feel that you are reliable.

5. Is there any color difference between this dress and the photo?

Our photos are all 100% taken in kind, but due to different monitors and different visual senses of everyone, online shopping will inevitably have some chromatic aberration. If you are particularly concerned about color difference, I suggest you choose carefully!

6. Can the price of this dress be lower?

Bargaining version: dear, our prices are all preferential. Now, if you place an order over * * during the activity, you can reduce it by * * yuan. You can tell him our discount first, and then see what the customer says.

Honey, the price can't be compared with ours. We pursue the quality of our products. All products are worth a penny. If the quality is good, you will be comfortable to wear.

Bargaining version: honey, this makes me embarrassed. Well, I'll ask the leader to see if I can give you a discount, but I guess it's a bit difficult. Honey, please wait a moment. . . . . . I'll be right back! After a while, it's better not to exceed three minutes: Dear, are you still there? Dear, I just asked our leader, and I can give you a discount, but I must give you a good comment when I receive the baby! //or like this: dear, this price has been sold at a low profit. Tell you what, I'll decide to give you more gifts. Now that the boss is away, I can't send him back.

Chatting is also a science. In the process of chatting, try to figure out the tone of the customer. If the customer bargains, don't agree immediately, otherwise the customer will feel lost and think that the price can be lower. They will have this kind of psychology. At this time, you must show determination, don't hesitate in language, and have a positive tone! At the same time, add a sentence "please forgive" at the end to show our propriety. In short, our performance must make the customer feel that he has made a profit, and the price we have given is already the limit price, so that he will feel that this product is bought well.

7. What's the quality of your clothes?

Brand: The clothes you choose are XX brand, and the quality can be absolutely assured. If there are any quality problems, we will return them within 7 days.

No brand: our store has been operating for so long, and we are absolutely confident in the quality of our products. We will carefully check every baby before delivery, so please feel free to buy it.

At this time, you must let the customer feel your affirmation and self-confidence from your words, and you must tell the customer whether you can provide a refund service, so as to avoid her worries and effectively improve the transaction probability. )

8. How soon can you deliver the goods?

Don't worry, we will arrange delivery for you as soon as possible after your payment, and we promise to deliver the goods within 48 hours.

Here, we use "arrange delivery for you at the first time" to express our attention to our customers and the efficiency of our work, and tell our customers how long we can promise to deliver the goods. Here, dealers must pay attention to communicate with suppliers in advance about the delivery time and speed, and never cheat customers. )

9. How long will it take me to receive the goods?

Our delivery address is XX city, XX province. The goods are expected to be received within 4 days in general areas and 5-7 days in remote areas. Don't worry, if there is any special delay, we will contact you immediately!

Be sure to tell the customer which city your delivery address is, let him have a rough estimate of the delivery distance, and tell the customer in sincere language that we have been paying attention to her commodity trends in order to gain her greatest trust. )

10, let me see again!

I don't know what kind of clothes my dear likes. Please tell me, and I can help you look at them and give you some advice!

(Generally, at this time, most customers will walk away directly. Be sure to keep her with skillful language, but be sure to grasp the degree and don't let customers dislike you. )

I tell you here that some of them can close orders quickly.

The customer is in urgent need-dear, the goods are delivered in the order of the order. If it is urgent, you can place an order and pay first. I'll give you a note today, and ask the warehouse to arrange delivery for you first. This will make the customer feel that we have helped him solve the problem and attached great importance to him. )

I know all the products, but I have never paid for them-honey, is there anything you don't understand? If you are satisfied with the products here, you can take a photo. Express delivery is being received in our warehouse now. If you place an order for payment now, you can still catch the last express, otherwise it will not be delivered until tomorrow. This hesitant customer should give him a sense of urgency, thinking that if he buys it, he will earn it, and if he misses it, he will lose it. )

The products are all good, but a little expensive-dear, what's your ideal price? If the customer says a price, we reply, dear, your price is too exaggerated. Our wholesale market doesn't have this price. I'll give you a minimum of * * yuan. If you are not satisfied, then I can't help it. If not, please compare more. I'm just a little girl who works part-time. Here's your lowest price. If you want to sell this kind badly, add some money to the customer base, or just give the lowest price. This kind of customer will definitely buy it, and the price must be firm. Because this kind of customers definitely think our home is better after comparison, so they ask so many questions)

When receiving customers, don't be too wordy, otherwise customers will resent you and leave without buying. Be concise and to the point, and answer customers' questions accurately. You can also add some words in the chat process to let customers enjoy the purchase process. In this way, customers are more willing to buy again, and may also recommend other friends to buy together. What customers value is product quality, but service is also a more important aspect. This kind of situation usually happens when you buy something yourself.

This is what I usually encounter when I receive customers myself. I usually answer this question. You can refer to it If it is useful, you can put it in your customer service treasure. If there is something better, you can also comment on it. You are very welcome.

E-commerce customer service communication skills and words 3 1, your name (what is your name)?

2. Where are you from (where are you from, are you a fellow villager)?

3. Which company are you from?

4. Which department are you from?

5. What's your contact information (mobile phone, WeChat, company phone)?

6. Where is it used (for your own use or after buying it, sell it to others)?

7. When do you want the goods (can you deliver them)?

8. What is the quantity (the quantity needed for the first time, and whether it is needed for the follow-up)?

9. What is your budget (what is your expected price when the guest says the quotation is high)?

10. Do you need proof of the amount (ordinary ticket or VAT ticket)?