In-depth interpretation: How can Xiaohongshu customer service improve satisfaction and resolution rate?

　　小红书客服是承揽店面资询业务流程的人工服务，能迅速协助客户解决困难，提高顾客满意度。若小红书店面启用自主客服绩效考评后，绩效考评不合格，也会有相对的積分扣罚。小红书自主客服要想防止违反规定被罚，提高解决率和满意率，一起向下看。

　　1. Xiaohongshu’s independent customer service solves out of stock/oversold/defects

　　Scenario 1: Customers have no positive feedback

　　倘若碰到断货/超卖/缺陷等难题，小红书客户未积极意见反馈，那麼自主客服理应主动进攻减少欠佳感受。未等客诉、恶意差评钱，积极寻找客户，不但客户有一个好的感受，还能防止恶意差评造成。

　　Scenario 2: Customer has feedback

　　Customers have already reported this problem, so Xiaohongshu’s independent customer service should actively fill it, and the customer service can clearly propose ways to cancel cooperation and compensate potato coupons. Customer service should be talking, "I am really sorry, because the goods you purchased are currently out of stock. The warehouse can't deliver goods to you normally, which will endanger your experience of buying things. I will compensate you 10 yuan for coupons to transfer. You can purchase any special offer (except for special purchase) on the Xiaohongshu service platform."

　　2. Xiaohongshu customers can’t wait for pre-sale products

　　小红书自主客服许多那时候会出現预售商品催送货等状况，那麼你最先必须告之客服货品为预购类货品，实际送货時间。

　　Xiaohongshu’s independent customer service sales speech, “Hello, the hot-selling products you have selected are pre-order payments for this store. The delivery time is December 9. Please wait carefully. If the pre-selling products are delivered early, people will give priority to allocating them to you. Please wait carefully.”

　　3. Xiaohongshu customer service cannot meet unique requirements

　　当客户明确提出“写卡片、送赠送品、送包裝”等，小红书客服没法处理造成满意率和解决率降低。那麼小红书客服应当寻找别的取代方法，写卡片能够用短消息替代、送包裝能够强烈推荐客户自身DIY包裝。