After operating an e-commerce store, we will encounter after-sales problems that need to be dealt with, but many people ignore the importance of after-sales. We often make customers angry because of improper after-sales handling, and our customer service is also angry, and finally parted in an unhappy manner. Customers leave with hatred, and even customers will post to our circle of friends to scold us. If the after-sales service is improper, we may lose more than just one customer, but a group of customers.
On the contrary, if the after-sales service is handled properly, an angry customer will become a customer who "loves us", or even become a loyal fan of us, and will continuously introduce friends around us to our house for consumption.
Perhaps for all store customers, the proportion of after-sales customers is less than 5%. But if we serve these 5% of our customers well, the value we will bring us will be much greater than 5%.
Three steps to solve after-sales service
To solve the after-sales service, I usually use three formulaic steps.
First: Stable customers; second: solve problems; third: explain and reconcile.
The order of these three steps is particularly important and cannot be reversed. It seems very simple, but in actual operation, many customer service often instinctively put the third step first and first say to the customer: "Dear, listen to my explanation first." Once the after-sales service comes up, explain the reasons to the customer first. This will not only not solve the problem, but will make the customer even more angry. Even in the eyes of customers, our "explanation" is "quibbling".
Stable customers
Generally speaking, customers who come to us for after-sales service come with questions and are in a bad mood, but I believe that few of the customers are "unreasonable". What the customer is most worried about is what to do if we don’t solve the problem and whether the problem can be solved.
So when the after-sales service comes in, the first step of customer service should do is to stabilize the customer's emotions first, don't make the customer too "excited", and give the customer an attitude commitment first.
For example: express delivery issues. The customer service can say: "Dear, don't worry, we will solve the express delivery problem."
For example: quality issues. Customer service can say: "Dear, don't worry, we will be responsible for solving quality problems"... and so on.
There is a problem here. When we don’t know what the specific after-sales issue is, we cannot say it too hard as soon as we start. Because we promised to solve the problem 100% after-sales service, once we understand the specific problems in the after-sales service and we are powerless, our "talking big talk" will make customers even more angry. Just like a leader, he arrived at the scene of an accident. Those who will not help everyone solve the problem immediately will say first, villagers, don’t worry, the government will definitely handle it properly. When the customer's emotions stabilize, think of a solution to the problem. Solving problems - This is the most important link. The purpose of customers in after-sales service is to solve problems. The problem cannot be properly solved. No matter how well other links are done, they cannot be satisfied by customers. One skill in it is how to correctly judge what a customer wants or what problem a customer wants to solve is crucial.
Solve the problem
For example: For example, a customer with a credit rating is not too high. After receiving the goods, he has not commented, which shows that he is very dissatisfied and implies that he has no time to return it. Perhaps the customer is not really dissatisfied with the product, but wants a red envelope with good reviews and cashback.
For example, a customer who received the goods kept saying that our product size was inaccurate. Maybe the customer didn’t want to prove that my family’s size was inaccurate, but wanted to solve the problem of shipping costs for return and exchange. When solving the problem, sellers will inevitably suffer some losses. I suggest that as long as it is a problem that can be solved directly, even if you suffer a little loss, it is better to try your best to solve the problem for the customer.
Although we will suffer a little loss, we have won the recognition and affirmation of customers, and even customers will introduce their friends to our house to shop. Now that the traffic promotion cost is so high, I think this "advertising fee" is still worth it. Be able to correctly judge the problems that customers need to solve, and help customers solve problems without being emotional. It is the basic quality of a qualified after-sales customer service. I would like to give you a sentence : Harmony brings wealth!
Explain and make good
Perhaps most customer service feel that if the problem is solved, the after-sales service will be over, but this is not the case. Because after the problem is solved, the customer's emotions calm down. Explain the reasons for this after-sales and unpleasantness to avoid misunderstandings from customers. It is very important to enable customers to regain their favor and confidence in our store or brand. And at this time, communicate with the customer private relationships, add a friend, and suggest that the customer introduce friends to them. Solve the after-sales problem and eliminate misunderstandings, and customers can recommend friends to our home with confidence.
Let's summarize
The after-sales formula is very useful. Using this formula well can quickly solve after-sales problems and convert the "adverse factors" brought about by after-sales problems into "favorable factors"
The three steps used in this formula are just a framework. We need specific analysis and judgment on specific issues, and flexibly use them is the magic weapon for learning. If you don’t understand, you can choose to leave us a message online, and we will take you to do a good job in e-commerce operations.
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