Customer service defends a client namely, if did not defend the client good, not be a successful customer service. No matter appear what reason, what customer service should do above all is the pose that lowers his. The clean outing below looks in light of the customer service after treasure makes work communicates skill!
The place that has a sale can have after service, common saying says the life is a sale everywhere, be after are we sold, so with respect to have nothing worry about? OK everyone is happy? Be not such, it is admittedly important that the client has a good shopping experience, but an after service of later period also especially important, defending old client is a when grow new customer crucial one part.
Case:
The shop of shoe of a brand, the client bought sweethearts fund 2 pairs of shoe, when seek advice, had affirmed receive shortage of goods to judge, everybody should know a difference is judged is more serious to C inn, chatting record is such. Think incidentally, if be you, are if where manages,you met?
X client: Be in? You this shoe is too false.
I: Be in in person, be shoe where in person uncomfortable? Our shoe is quality goods assure kiss what can be at ease at this o'clock.
X client: After putting on not good-looking, shoe tongue often is gone to at the same time crooked.
I: Because shoe tongue is not fixed,kiss, when be being worn so, hard to avoid can have a bit to control crooked appearance, this attribute normal phenomenon oh, teach you a small subtle move, when you are wearing shoe, bootlace is put inside shoe tongue, such meetings are better oh.
X client: But I or feeling are a holiday, good not at all
I: Can dear very much thing conclude by the feeling as a result you say be opposite? It is we encounter someone for the first time, the feeling is not very good, but the bosom friend that through getting along she may become our later stage, do you say to be opposite? If not be at ease really,kiss, our shoe is of supportive appraisal.
X client: Basically be there is a bit glue before shoe
I: Because shoe brushs glue,be concentrated in person model manual operation, possible meeting is put in the flaw problem such as excessive glue, basically be the area of glue seeing excessive and height. If be line of a glue is clingy large base edge merely, 1-2mm is normal. Won't affect the exterior and dress, later period forgives to also won't appear in what this thanks you of the problem oh
X client: Oh, it is so such
I: These 2 pairs of shoe that see you are bought in person gave 2 bad opinions, through a moment ago chat the doubt that knew to kiss, I see close evaluation basically say to have glue, affecting beautiful perception is not quality goods, it is quite important also to us to kiss you to see us clean out treasure to evaluate, the word of excessive glue also is normal phenomenon really, you look for shoe great mind examines goods below, absolutely quality goods, kiss this to be able to be at ease, you see us or think hardship is close here help us delete next evaluations it is OK that you look?
X client: But have glue really, 2 pairs have
I: It is so OK that you look? Our shoe and brand shop photograph compare itself, assure quality goods while the price also is very favourable, you also can go to shoe brand shop contrast looks, how many have case of the glue that nod excessive, close here help us delete next evaluations, the side breaks rules here you apply for 10 yuan of privilege, after are you deleted here retreat you to pay treasure you alone it is OK to look?
X client: Be being put on actually still is pretty is comfortable, but so expensive shoe, 10 yuan are a bit little
I: Because our price itself is favourable,you look, the phone applied for here, this pair of shoe that you see next itself pat the price below to take an amount namely in person we here net profit is 9.58 you here after deleting here retreat you to pay treasure 15 yuan, the company retreats you 10 yuan, I help you alone allowance is equivalent to us 5 yuan here allowance you a few, shoe should be taken to you, also hope development is old client in person.
X client: Travel, it is not easy to feel you also are held out
X client: Favour had deleted, paying treasure is... ...
This client also has later period introductory friend comes over, modification opinion returned special nomination to praise customer service, this shop, customer service nomination also has installed promotive system before merchant reputably, I go to later period when reading an opinion, discover merchant still is answered judged, the opinion that adopts a client so lets merchant know what say to do than ourselves their customer service is good still right still result is close friends too much, also can make merchant more trustful us.
Experience of after the event:
A, put smooth state of mind, do not begin inimical customer from the heart
B, come up not to say to change the thing of the evaluation directly, read next client opinions first, ask next clients specific question next, help client solves doubt to solve a problem
C, reply must fast, should talk than the client much, had better accomplish ask 3 answer, type to the client as far as possible, do not send quick phrase
D, according to the example of other client, the example beside moves client, not impatient live firmly heart
E, do not come up to talk about compensation, show a case to the client first, lead a customer slowly next, enter final text
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