The process of customer service to receive customers

Customer service process to receive customers

Customer service process to receive customers, we understand that customer service literally means customer service, the customer is God, especially in sales, we must serve the customer to reach a deal, a lot of stores have a set of their own customer service process to receive customers, the following is to share some of the process of customer service to receive customers it.

The process of customer service reception of customers 1

1, enter the door to greet the link

1) When receiving the first message sent by the customer, the golden 6-second principle, the first thing to do is to respond quickly, first of all, can not let the customer wait more than 6 seconds. When the number of active consultations is high, the priority to respond to the new access to the customer.

2) Warm welcome, personalized greeting. Welcome language contains self-introduction, the specific format is:

Hello, I am customer service xxx, very happy to serve you, what I can serve + smiley face expression

Note: When the guest asked to do the first time to answer, so that you will not miss an opportunity to become a single; reply to the language to avoid a word to answer, such as: at the, did not, did not, um. This simple answer will make the guests feel that you do not have time to take care of him, which will cause the feeling of not being taken seriously!

2, question answer, product recommendation link

Dialogue link is a process of customer understanding of our products, customer service first of all to the company's products have an in-depth understanding of the product as a means of answering customer questions about the product. You can quote some specialized terminology, but in the introduction of the product, to make the customer easy to understand the words.

3, to promote the transaction, bargaining link

Bargaining is the current customer service work in the most common and most headache, as buyers, in the process of online shopping, bargaining has become the habit of most.

1) Love cheap type, not can not afford to buy, but bargaining has become a habit.

2) The psychological need to be comforted, to bargain successfully to meet the inner sense of accomplishment.

4, confirm the order link

In the buyer before the line, the order of the buyer's information sent to the buyer, so that the buyer to confirm, to avoid errors, the address is more remote by the way to ask which courier can be to, so that will reduce the courier and other issues, but also to the customer to leave a serious impression of our responsibility.

5, logistics

In the process of online shopping, logistics is a very important part of the heart of the buyer and seller.

1) declare in advance, when you tell the customer a normal few days after the goods, some customers will ask, 3 days to? Such questions. We must inform the customer in advance, "Hello, because the courier is not under our control, we can not guarantee the specific arrival time, only to ensure that our side as soon as possible to send you, I hope you can understand.

2) encounter very anxious buyers, you are required to ensure that a few days must arrive. You can say, "If you are in a hurry, we recommend that you use SF Express, you need to make up a certain amount of money, the default xx Express, EMS is also required to make up the freight. If the buyer reflects the supplement is too expensive, you can tell the reason, we issued, for example: SF, Xinjiang and Tibet EMS are more expensive.

6, after-sales problem link

After-sales process: timely appeasement - to identify the reasons - to indicate the position - to solve the problem in full force - sincere apology

For the buyer's comments and questions, we have to give the business to reflect the work in the future to make improvements to do this. If we do this, it is a great advantage to our sellers

Customer Service Reception Customer Process 2

Customer service in the daily work of the most encountered is the customer consultation. Although the customer will not have so much emotion as when the complaint, but the customer service still need to be careful to deal with, not only to use professional business knowledge to skillfully answer for the customer, but also pay attention to comply with the work procedures and make good use of the communication skills, to provide customers with efficient service; otherwise, it will also cause customer dissatisfaction.

1, record the problem

In the customer questions, customer service generally need to record the problem. On the one hand, these questions are not necessarily immediately answer, need to record, study and then reply to the customer; on the other hand, the record of the problem can also enrich the customer service system shortcut reply language, and other colleagues to improve together, for the future response to similar problems laid the foundation.

Customer: Hello, how about this "sliding door panel furniture for children's room"?

Customer service: Hello, this product sales are very good, you can rest assured to buy.

Customer: That's good. I would like to ask, how tall and wide is this item? How to install? Will there be problems during transportation? Can the courier deliver to the door?

As the customer asked several questions in a row, and customer service is not very familiar with some of these issues, so he immediately replied: I'm very sorry, I'm new, not too familiar with it, I'll look at it, and get back to you in 5 minutes, can I?

5 minutes later, customer service: Hello, you asked a few questions like this ...... customer service to answer all the questions of the customer at once.

Customer: thank you.

In the process of communicating with customers, it is necessary to develop the habit of recording. Because we can not do not forget, if we forget, then ask for proof again will cause customer dissatisfaction and deepen the conflict. Therefore, timely record of customer issues, you can effectively avoid omissions. In the process of recording the problem, to not understand the place to ask the customer in a timely manner.

2, analyze the problem

Customer service may encounter a variety of problems raised by the customer, so it must have a certain ability to analyze the problem. Only by accurately grasping the essence of the problem can we give customers the answers they want.

Customer service: Hello, how can I help you?

Customer: Hello, how come the electric coffee pot I bought from your store doesn't keep warm and the coffee it makes doesn't smell good?

Customer service thought: the quality of the electric coffee pot in our store is very good, the situation of not keeping warm generally does not happen, may be caused by improper operation of the customer. So they started to ask the customer.

Customer service: not heat preservation? May I ask you to put the water into the tank, there is no continuous power?

Customer: Oh, it's time to energize, I understand. But why doesn't the coffee I make smell good?

Customer service thought: the reason for the lack of coffee is more complicated, it may be the problem of the selected material, it may be the problem of the skills of making coffee, or it may be due to the customer's unique taste, which is generally not very relevant to our coffee pots. This is a problem of high expectations of the customer, I can't offer him a feasible solution, only to make him happier. Then it was easy to continue the conversation with the customer.

Customer: What kind of coffee beans do you use?

Customer: I use Blue Mountain coffee beans imported from Jamaica!

Customer Service: It seems that you really like coffee. Suggest you grind the coffee beans more finely, the flavor may be better. Have you ever tried instant coffee?

Customer: The flavor of instant coffee is quite good.

Customer service: Instant coffee is good, but the coffee you grind yourself may have a better sense of achievement. You can sometimes look up some relevant information on the Internet to get more tips on how to grind coffee. Since I'm not particularly good at grinding coffee, I can't offer any more advice here, sorry.

Customer: Oh, thank you very much.

The customer service accurately analyzed the customer's problem and prescribed the right medicine, which played a very important role in improving customer satisfaction. Analyze the problem first to accurately understand the semantics of the customer. The customer will often be unclear, or what he said is not the essence of the problem, customer service to carefully distinguish.

The process of customer service reception of customers 3

1, welcome language : elements: store name (brand name), customer service nickname, expression. To focus on the standardization of the standard of discourse, always be the last one to speak, do not let the customer put the air.

Simple analysis: store and brand name need not be said, many buyers are randomly clicked into the, will not care about your store or brand name, so the chat process must be emphasized; customer service nicknames, mostly used in large stores and more customer service; expression, the text is always raw.

2, clear customer needs : answer questions, recommend styles. Patiently listen to the customer's needs, to understand what he wants to buy, at the appropriate time to the customer recommended store styles, so that customers feel that you recommend is suitable for him.

Simple analysis: answer questions is very important, do not just focus on their own say their own, the user's questions to be very timely processing! In addition, the recommended styles should not be recommended according to their own situation, even if you need this single very much, but with the user does not match, but also to decisively change the baby recommended.

3, activities to inform : recommend customers to participate in store activities, activities to guide non-strong will customers to buy. In the store to engage in activities, the activities recommended to customers, and tell customers to participate in the activities of what benefits.

4, Related Recommendations : Recommendations of the main models, with packages or matching models to guide, enhance the price of the customer. You can recommend the baby associated with the baby customers need at the right time.

5, Order behavior follow-up : According to whether the customer orders, such as a period of time did not order, need to return. Sometimes customers did not order because they are hesitant to buy in the end, follow up with customers to order, you can improve the conversion rate of the store.

Simple analysis: although the single is a bad habit, but in the face of high-quality customers, the appropriate single can play an unexpected effect. The key still needs to look at the user's own willingness.

6, Confirming the shipping address, additional reminders: After the customer orders to check with the customer's shipping address, push the knowledge, guide the payment. Confirmation of the shipping address is very necessary, sometimes the default address of the customer is not right, sometimes the customer may be to help their friends to buy, confirm the shipping address, you can avoid the goods to the hands of the customer can not be the case.

7, push the attention of the type of offer : Invite customers to pay attention to the gang, microblogging, collection of stores, etc., to inform the benefits. Lead customers to pay attention to the store, to a certain extent, can increase the rate of secondary return.

8, Valedictory : Request customers to pay attention to the receipt of goods to the store positive feedback, and informed of after-sales issues exports. In this way, you can improve the quality of customer reviews and reduce the bad reviews.

9, Organize customer information for record : Record the customer information obtained in the process of service, for the customer repurchase assists.