Online shopping is illusory because you can't see the real thing. In order to facilitate the transaction, customer service will play an important role, so the application of customer service communication and conversation skills is very important to facilitate the order. Be sure to master the communication skills of customer service! Below I have compiled the communication skills of Taobao Gold Medal Customer Service for your reference.

Taobao Gold Customer Service Communication Skills 1. Standard language for pre-sale reception of customer service:

1, opening remarks:

Hello, dear. I'm glad to serve you. what can I do for you?

Honey, this baby you like is in stock. Now the whole audience is doing activities, and there are also activities on xx. Please have a look. . . . (Launching a special event)

2. Is there?

Honey, this baby you like is in stock. Don't worry about shooting. _? )O~

Honey, I'm very sorry that this baby is out of stock. You can take a look at this. Both babies are of good quality, and the styles and prices are similar. . . .

When will the goods be delivered?

Dear, I can arrange delivery for you within 42 hours after you take the photo.

4. What is express delivery?

By default, it is Dayun Express. Can you receive Dayun goods here? We can arrange for you to send EMS where Yunda can't reach you. EMS can be used all over the country, but EMS does not include postage. You need to pay the postage for 10 yuan (20 yuan if it is sent successfully).

5. When will it arrive?

Generally speaking, Dayun can arrive about 3 days after delivery. You can check the goods carefully after receiving them. If there is any quality problem, it can be returned unconditionally within 7 days, and the postage is also borne by the outside. (Generally, the goods will arrive within two days after the wind, and the arrival time in remote areas will be delayed) (EMS usually arrives in 3-5 days, and it will arrive in remote areas in about 7 days)

6. Can you make it cheaper?

Honey, I'm sorry. Our pricing is already the lowest price. There's no way to discount any more ~ ~ ~

7. Quality problems

Dear, we are genuine shopping malls, and the quality is guaranteed. You can take photos here with complete confidence. . .

8. Concluding remarks

Dear, thank you very much for your patronage. We will arrange delivery for you at the first time. Please wait patiently for the receipt. If you have any questions, please contact our customer service in time to handle it for you ~ ~ I wish you a happy shopping and add some expressions.

9. Return of goods

You can return the goods unconditionally within 7 days. We will bear the postage for quality problems. If it is a non-quality problem, you will bear the postage for your return and our replacement.

10, postage.

Honey, I'm sorry. The postage is collected by the courier company. We just collect it. We can't wrap it for you. Oh ~ ~ ~

1 1, there is a difference between objects and pictures.

Dear, the pictures in our store are all taken in kind, without special PS processing, but there may be a little difference between pictures and pictures due to the influence of lighting during color shooting, but please rest assured that the difference is definitely small and basically the same.

12, what material?

Answer truthfully according to the baby's materials, and explain the product characteristics at the same time.

13, will it fade? Is it convenient to clean?

Pro is very easy to clean. The first time you wash it, it will fade a little, just like we wash the dust off it, but it won't fade the second time. Oh, don't worry, the baby won't change color after washing (according to different material descriptions, tell customers what to pay attention to when cleaning, such as duvets can only be dry-cleaned. )

14, what gift do you have?

Honey, we will give you a beautiful packaging box! (If there are other gifts, say ~ ~ ~)

Taobao Gold Customer Service Communication Skills II. Customer service etiquette:

Sincerely face every customer who wants to consult, and let customers feel your sincerity with a kind and good attitude and smiling face.

Answer customers' questions quickly and accurately. Don't keep customers waiting too long. Don't jump to conclusions about questions you don't understand. Ask the superior before answering the customer! I can't help exaggerating information such as product functions! The resulting consequences shall be borne by the responsible person.

Taobao Gold Customer Service Communication Skills III. Customer service after-sales standard terms:

1. When the buyer complains or is dissatisfied,

Hello, is there anything that makes you dissatisfied? We apologize for any inconvenience caused by us or the courier company! Can you describe the situation you encountered?

2. Logistics problems

Dear, I'm very sorry, the best logistics is busy and the delivery is slow (error-prone). Don't worry here. Shall I contact the courier company first to ask about the specific situation? Then solve it according to the specific situation.

If the delivered goods are confiscated by the security department, you should first negotiate with the courier company to confirm the responsible person and let the courier company compensate for the losses. Secondly, contact the customer to discuss how to deal with this matter (refund, exchange, gift). Ensure that customers get satisfactory answers.

3. After-sales problems in product use:

After purchasing the product, customers will complain to customer service if there are problems in use. At this time, the first thing the customer service staff should do is to stabilize the customer's mood first. Ask the customer about the situation in detail and record it in detail. Analyze the cause of the problem. If you can't find out the cause of the problem, you must rule out the impossible one by one. Answer customers' questions patiently and carefully. Smile to make customers truly realize that you are really trying to solve their problems.

What needs to be noted here is that many customers complain about the use of products because they don't understand the operation and categorically think that there is something wrong with the product quality! Therefore, the customer service staff should first appease the customer, ask about the situation in detail, and then patiently explain the steps and methods of using the product! Let customers realize that it is not a product quality problem, but their own reasons! And tell customers that you can come to me again if you have any questions in the future. This is also a good way to maintain old customers!

4, quality problems (errors, quality problems) return

Dear, please rest assured that if it is our quality problem, we will handle it for you here. You need cooperation. Would you please send us a picture with quality problems?

A Confirm the quality problem and return the goods: it is ok to return the goods. Please send them back to me first. Stick a note on the package you sent back, write down your order number, name and contact number, and indicate the quality problem. Please pay the postage you returned in advance. We will give you a refund after receiving the goods, and refund your prepaid postage 10 yuan.

B Confirm the change of quality problem: Confirm the quality problem and return the goods: If you want to return the goods, please send them to me first, and put a note on the package you sent back, with your order number, name and contact number, indicating the quality problem. Please pay the postage for your return in advance, and we will replace the delivery for you after receiving the goods, and refund the postage you have paid 10 yuan.

5. For non-quality return, the postage returned by the buyer shall be borne by the buyer himself. In case of exchange, the buyer will pay the postage sent after the exchange.

Note: Handling of return and exchange.

When you meet the customer's return request, don't hold anyone accountable first. At this time, the customer service should speak in a gentle tone and stabilize the customer's mood first. Then ask the customer about the situation and record the reasons why the customer asks for a return in detail. Analyze where the problem lies and where the responsible party is. And let customers take pictures of the products and send us electronic pictures. After negotiation, the returned products should be put on record, and the reason for the return should be indicated!

6, after-sales query logistics

Every day, the fixed customer service inquires about the unfinished orders that have been shipped for three days, and for the logistics that have shown the delivery. There are three situations that can be handled: displaying receipt and displaying logistics anomalies:

Show delivery: dear, the baby you bought in our store has arrived at your location, and the courier will arrange delivery for you in the near future. Please pay attention to check the package when the newspaper communication is smooth, and please check it carefully after receiving it. If you have any questions, please contact our online customer service for you. Don't forget to give us a five-star rating when you are satisfied with the package you received ~

Display the receipt; Honey, your package has been signed for. Are you satisfied with the baby you received? If you are satisfied, don't forget to give me a five-star rating. If you have any installation and use problems later, please contact our online customer service in time to handle them for you. Wish you a happy shopping again ~ ~

Abnormal display of logistics: contact logistics to find out what the specific reason is, and then leave a message to customers in time according to different situations.

7. Review

Feedback according to customers' evaluation, maintain the company's image and product quality, collect customers' opinions from customers with opinions in time, take beneficial suggestions for the company's development, and resolutely return opinions if it is estimated that it will damage the company's image and products. Attitude should be rational and firm.

8. Customer relationship management

You can control products, prices, channels and promotions in the marketing process. To maintain customers well, we must ensure that these four links are coordinated, bring benefits to customers, satisfy customers and win customers.

The so-called product portfolio includes: product entity, service, brand and packaging, which is a big collection, not only the product itself, but also a good product can satisfy customers.

The so-called pricing combination includes: mainly including basic price, discount price, payment time and so on.

The so-called distribution combination includes: routes, links, places, storage and transportation, etc.

The so-called combination promotion includes: advertising, personnel promotion, business promotion and the relationship between the public and the public. )

Customer relationship management is divided into: customer relationship management in marketing, customer relationship management in sales and customer relationship management in customer service.

Customer relationship management in marketing: analyze the existing customer target groups, such as which industry, which occupation, which age stage, which region, etc. Thus, it can help promoters to accurately place advertising expenses, and can also analyze the output ratio after placing food.

Customer management in the sales process: Customer relationship management in online sales generally includes potential customers and existing customers. In the process of communication, customer service can effectively facilitate the transaction by recording the effective information in communication, establishing customer classification and browsing customer information, and will help other departments such as promotion and art design to operate better.

Customer relationship management in the process of customer service: for the historical problems of customers encountered in the previous sales process, it can solve the problems for customers in a targeted and efficient way, improve customer satisfaction and enhance the company image, that is, the store evaluation score. It mainly includes: customer feedback, solutions, satisfaction survey, etc.

9, customer relationship maintenance

Maintenance of old customers:

1) Provide better service for old customers. For example, regular lottery activities, new product specials, gifts and so on. , you can set up gangs, launch activities regularly in gangs, and it is more convenient to manage old customers.

2) Strictly control the product quality, which must be guaranteed.

3) Strengthen information communication with old customers, such as informing old customers in time of any large-scale activities.

4) Ensure efficient and fast execution, such as giving priority to the delivery of old customers.

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