Education to win the championship: what characteristics a good customer service person needs to have

As an excellent customer service, what Win Champion Education wants to tell everyone is that we not only need to understand the knowledge of products, but also need to understand the needs of consumers, so that we can do “Lianliankan” between products and consumers’ needs. It is to recommend suitable products to those who need it.

Otherwise, blind recommendation is inaccurate, and the probability of transaction is very low. I used to buy a set of skincare products at a skincare store. The customer service training in this store is very professional. First, I asked about my skin type, skin care products I usually use, current skin problems, etc., and then recommended it according to my own situation. A product, explain to me in detail, human skin is divided into several layers, what is the function of each layer, which layer is the main effect of their products, what kind of protection and improvement can it bring, etc. Answers and recommendations are more convincing than some customer service’s dry language that our products are easy to use, so I bought it without hesitation because he is professional enough.

In fact, online sales customer service is equivalent to the shopping guide of offline stores. The main task is to lead sales. However, the customer service of many online stores loses this effect. They did not take the initiative to receive consumers. What the customer service answers, it becomes a “question and answer robot”. This kind of customer service should increase the initiative and learn more about why the consumer buys this product, what he cares about, and what should I use to impress him. Greatly increase conversion rate.

In addition to product information, pre-sales customer service also needs to understand the platform rules of Taobao and Tmall. There are also some “customer service high-voltage lines” that we often say, such as the invoice problem of Tmall stores. When consumers ask if they can issue invoices, you can’t answer that they can’t, because Tmall stores must issue invoices.

Customers should also understand the logistics of their store cooperation and the characteristics of each logistics, such as SF Express, which has good service and fast delivery, but the price is high. Consumers want to send SF Express, how much do they need to charge, there are many “three links and one delivery” outlets, and the price is high.

In addition to receiving consumers, when consumers place an order but have not paid yet, customer service also urges consumers to pay as soon as possible.

If it is a Taobao store, consumers need to modify the order price after negotiation, and the customer service background changes the price for the consumer, and the consumer pays after the price is changed.

Tmall Mall cannot modify the price of the product, but you can modify the shipping fee. If the consumer purchased a total of 3 items, but did not take photos together through the shopping cart, but divided 3 orders, at this time, the customer service should modify the order in the background based on the order postage. If there are some consumers with special requirements such as Yuantong, Shentong, Yunda, etc. in the store at the same time, and the consumer requires Yuantong, then the customer service will put a flag on the order in the background, and use this method to notify the warehouse delivery staff to choose the express selected by the consumer. .

As a pre-sales customer service, when communicating with consumers, you should add consumers as friends, and use store products or personalized labels (such as labels for different activity entrances, different ages, and different genders) on Qianniu. ) grouping consumers and adding them to related groups facilitates future communication management. In the process of communication, if you encounter some consumers who need to be marked, you can use the marking function on the Qianniu chat panel to realize the function of remarking to customers, so that when the consumer comes again, no matter which customer service customer receives the customer, The previous label can be displayed, and the customer service can be reminded of the personality or preferences of the customer, and received with heart.

When pre-sales customer service communicates with consumers, they often hear some feedback from consumers, such as activity intensity, product demand, etc. At this time, customer service should collect this information and feed it back to the operation department. It is then distributed to other departments for adjustments and improvements.

The last thing I want to say about winning the championship is that the main job of pre-sales customer service is to guide transactions, so the inquiry conversion rate is the core indicator for evaluating pre-sales customer service. A high-quality pre-sales customer service will carefully understand the needs of consumers, think about what consumers need, give consumers what they can do, and bring consumers a warm and thoughtful shopping experience.