How To Do Customer Service Well?

Yes, we have

First, the role of after sales service: post service is one of the key points in the whole paction process.

After sale service and quality and reputation of goods are equally important. To some extent, the importance of after sales service may exceed credit, because sometimes credibility is not real, but timely after-sales service can not be false.

1, thoughtful and considerate after-sales service will bring pleasure to buyers and become your loyal customers, and will often come to buy your products later.

2, after-sales service has increased the opportunity to communicate with buyers. Meanwhile, the distance between buyers and buyers has been increased and opportunities for trust have been enhanced, so buyers are likely to introduce more friends and relatives to patronize.

Two, after-sales service specific matters

1. Keep track of the package and pay the buyer as soon as possible.

2, when the paction ends, contact the other party immediately after contacting the goods. First, ask if the goods are satisfactory or not damaged. If the other party's answer is not, ask the other party to confirm and evaluate.

This is what we call "preemptive action". Are they satisfied? Can she still give you a bad comment? If there is really any problem, because we are asking for it voluntarily, it will lighten the atmosphere and not be "swords", which will help solve the problem.

Because a lot of things, from a reasonable point of view, are more likely to take the initiative than passive ones, and of course, it is another matter to encounter "buyers".

3, seriously deal with returned goods before sending out, it is best to check carefully once again, do not issue defective goods, do not send the wrong goods.

If the goods are damaged due to pportation or other products are indeed the problem of the product itself, when the buyer asks for a refund, we should also promise the buyer's request that he will make good fortune. Maybe the buyer will become your loyal customer later.

4, calm mentality to deal with complaints, because all kinds of reasons from all corners of the globe, such as what kind of character and pport capacity of goods can not, and so on, will inevitably have all kinds of disputes. It can solve the problem peacefully and try to solve it peacefully. If we really meet the ill intentioned or particularly stubborn buyers, we must also take Taobao's legal weapon to fight for it.

5, the management of buyers information with the growth of credibility, buyers more and more, so the management of buyers information is also very important! In addition to the buyer's way of contact, I will also record these information: goods issued, arrival time; this buyer likes to choose or others recommend; buyer's character is "slow" or "wind and electricity"; on price or product issues are arbitrary or harsh...

There are two ways to establish these data: first, if buyers communicate with each other in different ways when they buy them again, two can accumulate actual "combat" experience.

6, regularly contact buyers, and develop potential loyal buyers, after the paction is really over, do not think that nothing has been done, and this has left the buyers in the cold.

The timely issuance of some information on preferences or new products may attract repeat customers. Every day, holidays, SMS or flourishing send out some questions and phrases, which will enhance mutual feelings. Of course, some people do not like them. They should master and respond appropriately, and try to select buyers who think they are more easy-going and potential to develop so that they can become loyal buyers.

The world is large, buyers are also "strange", and then perfect after-sales service can not make every buyer can be satisfied, but we only need to seriously do it, but no regrets.

I hope every seller's hard work will get a good return and develop more and more loyal buyers.