Avoid arguing about common service taboos. When communicating with customers, don't forget your occupation and your identity. You know, arguing with customers can't solve any problems, it will only arouse customers' disgust. If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will be very happy, even if you refute your customers until they are speechless, torn to pieces, blushing and ashamed, but what do you get? It is the loss of customers and business. Avoid questioning Taobao customer service. When communicating with customers, we should understand and respect their ideas and opinions, and never talk to customers by asking questions. Talking to customers in a questioning or interrogative tone is a sign of impoliteness and disrespect of Taobao customer service, which hurts customers' feelings and self-esteem most. Remember! If you want to win the favor and appreciation of customers, don't ask questions. Don't order food. Taobao customer service should show a little smile, have a kind attitude, speak softly when talking with customers, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of orders and instructions. Always remember one thing-you are not the leader and superior of the customer, and you have no right to tell the customer what to do, give orders and give instructions. Don't show off when talking about yourself. When communicating with customers, introduce yourself realistically, with a little praise, and don't get carried away and brag about your origin, knowledge, wealth, status, achievements and income. This will artificially create a gap and distance between the two sides. You should know that between people, head to head is the closest; Pockets and pockets are farthest. Remember, your wealth belongs to you personally; Your position belongs to your unit, temporarily; But your service attitude and service quality belong to your customers and are eternal. Avoid simply saying, "Don't hit people in the face, don't expose their shortcomings." When we communicate with the customer, if we find that there is something wrong with his understanding, don't directly point out that he is not? That's not right either? Most people are most afraid of losing face in front of everyone, being embarrassed and straightforward. Kant once said: "The biggest insult to a person is that he is stupid;" For a woman, the biggest insult is being ugly. "We must look at the people we are talking to, make our words meaningful, take actions according to different people, master the skills of conversation, the art of communication, and be tactful. Avoid criticizing us. If we find some shortcomings in his body when communicating with customers, don't criticize and educate him face to face, let alone blame him loudly. You know, criticism and accusation can't solve any problems, but will only lead to the other side's disgust and disgust. When talking with people, use more words of thanks and compliments; We should praise more, criticize less, master the scale of praise and criticism, criticize skillfully and innuendo. When avoiding selling products professionally, you must not use technical terms. For example, when selling insurance products, because every insurance contract has professional death or disability clauses, most people in China are afraid to talk about the words death or disability. If you talk to your customers so unscrupulously, it will definitely lead to their unhappiness. Avoid monologues When talking to customers, we should encourage them to speak. Through his speech, we can know the basic situation of our customers. Don't be a one-man show or monologue of Taobao customer service. Avoid coldness with customers, be warm and sincere in your language, show your true feelings in your words and manners, and be warm, sincere and sincere. As the saying goes; " Touching people's hearts, don't worry about feelings first. This kind of "feelings" is the true feelings of Taobao customer service. Only by using your own true feelings can you gain the emotional resonance of the other party. In conversation, coldness will inevitably lead to silence, and silence will inevitably lead to the decline of business. Don't be blunt when Taobao customer service talks with customers, the voice should be loud, the language should be beautiful, the cadence should be clear, and the voice should be thick and thin; The speed of speech is fast and slow; There are high and low tones; The tone is heavy and light. Be lively, relaxed, lively and lively. Don't speak regardless of rank, speed, rhythm and pause, stiff and inflexible, and have no vigor and vitality. Avoid typos and word games. Taobao customer service can't play word games with customers for transaction orders. That's what happened. It was originally an honest transaction on Taobao. Avoid typos. Other customers ask your customer service staff to decide that they are unprofessional or have other ideas. Avoid waiting too long. Small sellers of Taobao should know that if customers are kept waiting for more than 5 minutes, there is no possibility of making orders, because many orders are often lost because they are not answered in time. I didn't dump you when I answered my client. However, in interpersonal communication, address taboos are essential. For example, "Mr" and "Miss" are general terms, which are applicable to both men and women on many occasions, but not necessarily in the service industry and should be avoided. For another example, calling unmarried women "eldest sister-in-law" is offensive. So we should master proper limit. Greeting Taboo Greeting is the most widely used communication language in daily life, with distinctive national habits. Therefore, when greeting foreign guests, we need to use corresponding greetings according to their language habits, otherwise it is easy to misunderstand. When people ask questions, they will inevitably ask questions and answer them. Improper questioning often leads to unhappiness because of taboos. For example, people who meet for the first time should not rashly ask each other about their age, professional income, address and other personal privacy. When asking questions, the tone should be euphemistic, and it is absolutely forbidden for the other party to ask questions without answering them. Be patient when you ask questions, and don't vent your emotions, especially when you are busy at work. If a guest asks about the price of a dish when ordering, he can't use "the menu is in your hand, can't you have a look first?" This unreasonable answer. In addition, in the service industry, it is also a big taboo to treat customers with questioning tone. Answer: When guests need our service, they should reply negative sentences such as "No", "I don't know", "I don't care", "No", "I'm not available" and "Find it by myself". These words are not only taboo for guests, but also intolerable for the service industry. Obeying taboos refers to misunderstanding and even damaging the reputation and interests of enterprises without clearly listening to each other. The main reason for obeying taboos lies in the obstacles in language communication. In order to overcome the taboo of obedience, service personnel should make more efforts in language at ordinary times, and at the same time use their brains in service work to eliminate misunderstandings by using written expressions such as body language or gestures. When introducing the characteristics of industrial products or services, service personnel should avoid using flowery words and exaggerations that are unrealistic. Service personnel should not treat customers with exciting words when introducing goods. It is obviously against professional ethics and taboos to tease customers' consumption desires with ironic language that doubts their purchasing power. All service industries should avoid swearing. Swearing will not only cause customers' dissatisfaction, but also damage the corporate image and the overall quality of colleagues to service personnel.