How can Taobao store customer service correctly deal with buyers with poor attitudes?

　　Generally speaking, Taobao stores need to face a lot of consumers every day. In other words, customer service needs to deal with many types of buyers. If you meet some buyers who are understandable and patient, it is naturally the best, but this is impossible. I believe you have also encountered some irritable and irritable buyers. These buyers are not so easy to talk about, so how should we deal with them? Next, the editor of Lao Gao E-commerce will give you a detailed explanation.

　　First, we need to analyze why the buyer is angry

　　Usually, we can analyze the reasons why Taobao buyers are angry from the texts communicated by both parties, because shopping on Taobao is impossible to get angry at once. For example, if a buyer's words may be misinterpreted by you to another meaning; or if the question he asked you has not been solved, or it is different from the results of the previous communication, this will cause dissatisfaction to explode.

　　If the buyer is already angry before consulting, it is a different matter.

　　Next, we need to analyze the characteristics of the buyer's anger

　　For example, your store sells clothing. The buyer is very worried about the color difference before purchasing. When consulting the customer service, he promised that there was no color difference, but after receiving the physical item, he found that it was different from the description. The buyer said, "It is obvious that the details page and the customer service said it was bright red, but now the receipt is indeed red. You are cheating, I want to return the goods! Push the money to me!" From this sentence, we can conclude that the buyer was angry because the consultation problem was not actually solved, and the customer service did not take it seriously and did not receive a satisfactory reply.

　　Finally, the customer service is going to comfort him

　　Although sometimes I feel wronged, no matter what, I cannot make excuses or shirk responsibility. I must sincerely say sorry to the buyer. Then, from the buyer's perspective, see what the main problem they want to solve most is; no matter whether the buyer's idea can be changed in the end, you cannot impose your wishes on the other party, and you must give the best solution.

　　For example, as mentioned above, first apologize to the buyer and say that we sent the wrong goods here, which leads to an unpleasant experience. If the buyer likes this baby very much, ask if he can give him a chance. Now I will send the product he purchased immediately. The previous one was used as compensation, or a coupon/red envelope, and then even if the logistics is tracked, we will ensure that the baby is delivered to the buyer in the shortest time.

　　The main task of Taobao customer service is to serve every buyer well. No matter what the other party’s attitude is, you must treat it with your heart, do your best to change the other party’s ideas, and solve this problem in the best way. Such Taobao customer service is excellent.