Website customer service worth half of the sale? I’m afraid not everyone will believe this sentence, but it is true in most industries. Business in traditional industries is done by running out, and you can only talk about things when you meet people. Business on the Internet is basically done through chatting with customer service, so skills It's very important. The other party is already worried about doing business online. If you don't pay attention to some details, your sales will be ruined.
Nowadays, many websites have used the online customer service system. As long as the customer clicks, a "Welcome to XXXX, we will... How can we help you?" will appear in one second. This will make many people who have never been exposed to the system of customers are wondering, “Are you a robot?”
Jiuchongtian Signature Design, which I founded, is also service-oriented. Over the past few years, I have also gained a lot of experience in customer service. The following are some classic conversations I got from talking to many customer service staff. In brackets are my suggestions. Some of the questions and suggestions should be used as a starting point.
Me: Hello, may I ask if your website sells air-conditioning equipment?
Customer service: Oh (the customer greets you first, shouldn’t you at least say “hello” back?)
Me: How do you sell air conditioners here?
Customer Service: www.xxx.com (I found you just by seeing this website, so what’s the point of looking for you?)
Me: But I can’t see the business process here.
Customer service: Find it yourself (if I can find it, should I contact you? Your attitude is too bad.)
Me: Could you please tell me where it is specifically or tell me directly?
Customer service (ten minutes later): www.xxx.com/www/ , see for yourself (you are so awesome, if I buy your stuff, I will definitely ignore me)
I was speechless and in no mood to read any more. After a few seconds, I went online to find another company to continue the consultation.
For customers with needs like us, it is very easy to place an order if you meet a customer service staff who is enthusiastic and considers the customer. After all, the prices in the market are basically transparent. It depends on whose service is better. . If you really answer like the robot above, then such customer service is too good. Who knows, the customer will no longer consider cooperation because of your answer.
So how to transform customers from indifferent “robots” into “human beings” with emotions?
First, the person in charge of the website must provide professional training to customer service, not only to solve professional problems raised by customers, but also to make customer service friendly and use polite language, so that customers will remember it no matter whether they place an order with you or not. you.
Second, it is recommended that the person in charge of the website give customer service a certain commission on the business. As far as I know, the vast majority of customer service does not receive commission, only a basic salary, and it is not high. The reason is that the boss believes that the job of customer service has no technical content. Yes, customers only come here after seeing the website and products. Even if the service is not in place, they will still do it. It is a big mistake to think this way, which leads to customer service being passive and slow down, because the salary is the same no matter how much you do or how little you do, unknowingly, Customers have been lost in large numbers.
Third, establish a satisfaction survey system and give certain material rewards to customer service providers with a satisfaction level of more than 90%, because a good after-sales customer service can make secondary sales more convenient.
Fourth, don't be too polite all the time, which will make customers think you are hypocritical. For example, "I'm sorry" or "Thank you so much". It's enough to say it once or twice. If you say it too many times, customers will think it is true or false?
Summarizing some language details, it is true that many customer service personnel use it, but they may not know the advantages and disadvantages:
1: "Okay" is not as good as "hello", "hello" is not as good as "hello", "hello" is not as good as "hello", use more exclamations to make the customer feel that you and him are talking as friends.
2: Typing more words will not hurt your hands. Try not to answer customers with one or two words, such as "um", "oh", "hehe", etc., which will make the sales cold and the customers will not know what you think.
3: Respond quickly. When a customer asks you to send an email, you should send it out immediately if you are not busy. Many companies ask customer service to delay, making customers think that the company's business is very busy and large. This is wrong and makes them wait for time. Long-time customers will think that you look down on my order, so they will find someone else.
4: Remember not to be verbose with customers, and don’t chat during working hours. This makes customers feel that you have a system here. Even if you want to chat, say hello to customers, keep it short or use your spare time.
5: Try to satisfy the customer's reasonable requirements, such as small gifts, etc. The customer will feel very comfortable if the courtesy is less important than the customer's. Don't talk about applying to the boss. Who doesn't want to work with a cheerful person? What about business?
6: When faced with a customer's unreasonable request, don't refuse it directly. Use a gentle tone to tell him why this can't be done, such as unreasonable discounts and unreasonable additional terms. Ordinary customers will understand.
etc. . . . .
It is really not easy to do a good job in customer service on a website. They can create direct and intangible benefits for the company and are also a huge wealth.
Yu Wei, whose online name is Chongtian and the webmaster of Tiantian signature website www.ttqmw.com , is willing to discuss the true meaning of website operation with all webmasters who have ideals and pursuits!
Thank you Yu Wei for your contribution