How do novice learn to be Taobao customer service? Hubei won the championship education to share
Many customer service staff have unspeakable helplessness and bitterness, and the baby’s heart is bitter! There is nowhere to tell. When you face a very difficult customer, you will find that there are all kinds of birds in the forest. Some will fight with you to the end for the one or two dollars, and some will fight with you until dawn to satisfy the feeling of God. There are even tearing apart at a disagreement, etc. Of course, these are all encountered by our after-sales customer service. Today, Hubei Champion Education is here to talk to you all.
- Product attributes: Today, I mainly talk about some transaction skills of pre-sales customer service.
When a customer comes to ask you, it means that she has the intention to buy, and she may not know some details. At this time, you need to answer the customer. There are also some difficult households. Come over and ask you to help her.
This is the time to test how much you know about your baby. First of all, the awareness of the baby is very necessary.
When customers come to ask you about the attributes of your products, and you don’t know that you have to look at the baby, the customers are a little impatient.
even go straight away.
What we want to do is to respond to customers quickly and accurately.
- Communication skills: In many cases, when your language is wrong, it will also lead to customer dissatisfaction. At this time, you need to understand the customer’s psychology, and don’t answer blindly.
When a customer consults you, first of all, welcome to welcome you. This is like visiting a store. When you go into a store to buy something, a store owner will greet you warmly, and a store owner will sit there and play with his mobile phone. If you don’t care, which one would you choose?
When customers have a lot of questions, they must actively answer them and be slightly negligent.
The client feels that you are perfunctory to him.
Some customers are chatting and talking, and then you need to leave a message to her under the guise of leaving for a while, and then directly cut to the topic.
Some customers have been hesitating. At this time, they need you to help her choose. Cut through the mess quickly and stop customers from hesitating and reluctant to place an order. Of course, we must also recommend it with conscience.
Some customers will counter-offer as soon as they come up, and you will be caught off guard. At this time, you need to patiently answer the advantages of the product, if you still insist.
Only left to fate.
When you go to a physical store to buy clothes, you will find that the sales staff have been complimenting you that this dress is very suitable for you, and it is very temperament!
Show your figure! When you are still complacent, you are ready to buy, but you don’t know that the other party is also secretly having fun, this guy is finally ready to buy.
Customer service also needs this little skill. Delight customers and gain customer trust.
This is also a bargaining tool.
Of course, you also need to have Taobao customer service skills. Don’t make a fool of yourself when you go up. People think you are crazy? How to use this needs to be at the right time.
How can a novice learn to be Taobao customer service?
In short, when you are facing customers, you should be polite, don’t be too intimate, try to be considerate of customers during the service process, be polite when addressing customers, and say sorry when you are unable to satisfy customers.
Don’t be perfunctory when answering customers’ questions, don’t use the word oh, um, these are the fuses that can’t be touched.
Well, I will share some of the experiences of Hubei’s championship education for so many years. I hope everyone can use it in their normal work.