You must read the real thing! Very comprehensive customer service skills in store operation

Pre-sale blocks

　　1. Inquiry KPI project

　　(I) Inquiry conversion

　　1) Consult for unshot photos, register and follow up with the intended customers, check the reasons why the customer has not taken photos, see if it can solve the problem, dispel the customer's worries, and reach the order. If it cannot be taken on the same day, follow up the order later.

　　2) Take a photo without paying; follow up on the words and follow up to see what the reason why the customer did not pay, agree to when the recharge is good, or the current account cannot be paid, you can recommend payment on your behalf, or if the Alipay problem is problematic, you need to go to the bank counter to dispel customer’s concerns, and urge the customer to complete it as soon as possible.

　　Customer Nature:

　　1) New customers: When reception is such a customer, you need to respond quickly and respond politely, answer customers' questions as quickly as possible, so that they can feel the professionalism of the service, such as size recommendations, style matching recommendations, event introductions, etc.

　　2) Old customers: This type is a second time to buy it. You can be more humane in replying words, try to focus on emotions, get familiar with customers, and add professional services to increase its stickiness and promote brand and service reputation.

　　(II) Response time

　　1) Typing, weekly typing exercises, persistence, and articles can be selected for our workflow or product knowledge---monthly assessment, Progressor Award.

　　2) Be familiar with the proficiency of business and the familiarity of product knowledge workflow - bad reviews and complaints caused by business knowledge, and one penalty will be encountered.

　　(III) Customer order price

　　1) Recommended styles. Customers can guide their customers to wear tops, recommend pants and short skirts.

　　2) Store activities, introduce the activities carried out by the store to customers, and guide customers to take more photos and offer more discounts.

　　3) Among the two items, if you cannot decide, you can take the spot, have many evaluations and good evaluations, and you can intercept the buyer's evaluation for reference.

　　(IV) Refund

　　Secondary follow-up service for refund orders:

　　1) If the reason for the refund is just because of your own problems, try to keep it, solve customer problems, and comfort the orders without refund.

　　2) If you are sure not to do so, the customer will feel the sincerity of the service again, ensure timely efficiency, remember that our percentage must be 100% of the customer, and reduce the customer's shopping costs (time, energy, and feelings).

　　(V) Response Rate

　　For those with lower than the average reply rate, it is necessary to focus on random checking of chat records and find existing service problems.

　　(VI) Reception volume

　　It mainly depends on the store situation. For those who receive less than the average, analyze the reasons, help them improve, strengthen training on related shortcomings, and eliminate them as necessary.

　　(VII) Service

　　Service is a very important item, mainly through service supervision, namely random checks of chat records, customer evaluation feedback, and colleague supervision and submission.

　　1) Organize the documents every 2-3 days, place them in sharing, and supervise customer service to view them.

　　2) Conduct a weekly chat record sharing session (specifically determined based on the current workload) and use typical cases to supplement and standardize customer service speech skills.

　　2. Work content

　　1. Responsible for replying to inquiries about basic product information

　　1) Obtain corresponding information from the baby page and based on your own experience, and respond instantly to basic questions such as the size, fabric, and color of the baby raised by customers.

　　2) For details involving unexact details in the baby description, such as some details and sizes not marked, you can verify first and then understand them before replying. Note that the time should not exceed 24 hours, and you must properly comfort the customer and actively explain the reply time and reply method.

　　3) If the customer asks questions such as whether it fits, if you are sure, you must give the customer a suggestive reference recommendation on the premise that the customer provides detailed size. If it is difficult to determine whether it is suitable, the guest model size can be used for reference.

　　4) Recommend existing products according to customers' wishes, or provide broad matching opinions.

　　2. Responsible for replying to and handling questions about discounts

　　1) Reply instantly to customers inquire about basic discount information.

　　2) The special discounts raised by customers are generally not bargaining, and you can grasp them within 20 yuan. If you have more than 20 yuan, please ask the supervisor for instructions.

　　3) Price changes involving after-sales processing (such as replacement needs to be made up for the difference), clear notes and flags will be changed accordingly.

　　3. Responsible for replying to and processing customer withdrawal order information

　　If the customer's purchase intention is shaken after ordering and applies to the customer service for withdrawal, the customer service will handle it immediately:

　　1) If the unpaid is taken, the customer can close the transaction on his own, and the customer service will not close the order.

　　2) If you have not placed an order, communicate with the buyer to exchange or apply for a transaction refund, and make corresponding transaction notes.

　　3) If the order has been placed and the goods have not been shipped, the order is submitted to the small warehouse to find the order to change or cancel the order, make corresponding notes, and promptly feedback the results to the customer:

　　A. If the face order cannot be found, check the bottom order, verify whether it has been sent, and send the order number and click the delivery, feedback to the customer service, and the customer service will discuss with the buyer.

　　B. If the shipment has been sent and the shipment has been shipped, the customer service will contact the express delivery to return or the buyer refuses the visa. The customer will not have any questions. If the express delivery outlet has been sent, the customer shall bear the freight fee.

　　4. Responsible for replying to solve inquiries and delivery issues

　　1) If you ask about the delivery time when purchasing, you will respond immediately according to the normal delivery time. In addition, when customers purchase products, they should also take the initiative to inform the delivery time.

　　2) If you ask about the delivery time after purchase and the timeout is about to exceed or the timeout has not been delivered, you must appease the customer and determine the customer's purchase intention to withdraw the order, urge the order, urge the shipment, etc.

　　3) When inquiring about delivery, if the shipment has been shipped, check the express order information and handle it accordingly.

　　4) The buyer puts forward special requirements for shipment: such as delivery time is agreed upon, requesting delivery on the same day, requiring address change, requiring accessories and accessories, etc., be careful and careful, and try to meet customer requirements within the company's permission.

　　5. Various verbals

　　1) Starting: Hello, I am the customer service of *** flagship store. I am honored to be your image consultant. Please lock me. I will serve you the whole process today.

　　2) Negotiation: Thank you very much for choosing our store in many stores. The price in the mall cannot be changed, and it is fair to all customers. At the same time, our commitment is to make any customer who purchases our products truly feel good about the money.

　　3) Invoice: The invoice is sent to you as soon as possible after you receive the clothes and confirm the receipt. We all have regular invoices. You can contact us to issue them after the transaction is successful and send them to you.

　　4) Application process: Application process: Enter the purchased baby - return refund - I want to return - Reason for refund: Just choose for seven days without a reason.

　　5) Fill in the logistics order number: Hello, you have found your return order. Please click on the return when you see it. You will be prompted to fill in the express order number and express company. Fill in and submit. (Purchased baby - please return the goods - fill in the logistics information - submit).

　　6) Replenishment of shipping: Shentong * Yuan EMS * Yuan SF Express * Yuan Freight Alipay Link *** Please note the matters and Wangwang name when replenishing shipping [such as: Replenishment of shipping - Wangwang name].

　　7) End: After you receive the baby, if you are satisfied after checking and trying it on, please give a five-star review. Store details: Service attitude: Shipping speed:

　　8) Reply to offline information, the first sentence is, Hello mm---I am **’s customer service** (smiling face icon), you asked. . . . .

　　6. Notes: In principle, who handles the matter and who notes, especially order cancellation and address change, etc.

　　a. Ordinary modification price: customer service name---Huangqi

　　b. Unshipped orders: Reason + Customer Service Name/Date---Purple Flag

　　c. Shipped order: Reason + Customer Service Name/Date---Blue Flag

　　d. Special note: What express delivery + customer service name/date---Hongqi

　　e. Refundable order + customer service name/date---Green Flag

　　7. Follow orders

　　The schedule is discharged, and the customer service during the night shift that day will follow up on orders that have not been consulted and taken without payment; mainly by verifying the address, quantity or style to supplement the service to customers.

　　3. Delivery

　　1. Check orders that delay shipment and out of stock, actively leave a message to the customer's orders and negotiate customer return and exchange processing (check 1-2 times a week depending on the situation, and the shipment has been shipped. The transactions that have been shipped at this point but cannot be confirmed to be shipped for verification. According to the corresponding results, urge and order replenish orders are carried out to ensure that the order is not omitted).

　　2. If the goods cannot be shipped due to oversold or production problems, the customer service will communicate with the buyer in a timely manner, make a refund and exchange.

　　3. Check the styles on the store rack with a score of less than 4.8 points. After delivery, follow-up services for Wangwang message and follow up on customers with high scores.

　　4. After-sales block

　　1. Responsible for replying to and handling customer returns and exchange issues

　　1. Reply instantly to the return and exchange information submitted by the customer to comfort the customer. The reply time is no more than 5 minutes.

　　2. Based on the principle of integrity and buyer-centeredness, we will verify the issues that are our responsibilities and pay round-trip postage to return and exchange the buyer or provide the buyer with the cost depending on the situation, and handle it flexibly.

　　Send wrong goods: including copying wrong, sending wrong, missing, copying less or sending less, sending more. After receiving such information, the customer service will conduct picture verification with the customer and assist in verifying the bottom order weighing, and then process and note it for the customer after confirmation; products sent incorrectly or frequently, and products must be removed from the shelves accordingly. If the return and exchange are involved, the customer service will place an order for the order or the customer service will guide the refund.

Among them, if the customer does not admit it in multiple messages, the customer service will upload the corresponding bottom order to Taobao for processing; the buyer admits it but does not return it. 1. You can contact logistics to pick up the parts at home; 2. Submit complaint customer service to appeal to Taobao.

　　Broken package: If the buyer refuses to sign, it can be handled according to the normal process, involving returns and exchanges, the same as above.

　　If the buyer has signed and handed over the small number to the customer service to verify the bottom order to weigh it, you can negotiate compensation with the logistics company. If the negotiation fails, reissue it according to the actual situation; the underwear underwear is damaged, and you need to negotiate to upload the certificate to verify, and issue a certificate of sending the sender. After the customer service coordinates and verify with the logistics company, the corresponding treatment will be made. The same as above for return and exchange.

　　Quality issues: A. Within three days of signing for receipt, there is no sign of wearing. Customer service must try to ask the customer to upload photos. If the buyer cooperates, it will handle it normally after verification (return or repair it yourself, and after-sales service will bear certain costs, and a certain discount compensation can be made); if the buyer does not cooperate, it is really not possible, you can ask the buyer to return it and submit it to the later post for verification. There is indeed quality problem and deal with it first. If there is no, you will submit it to the after-sales service before communicating with the buyer.

　　B. If quality problems are found after the sale processing time or after wearing it, negotiate compensation. If the buyer disagrees, please ask the supervisor for handling opinions.

　　C. The principle of customer responsibility is not to return or exchange. But try to handle it well to avoid bad reviews and customer loss.

　　2. Responsible for responding to and handling after-sales issues arising from logistics issues

　　1. Reassure buyers immediately to avoid causing evaluation complaints. The reply time is no more than 5 minutes and the resolution time is no more than 48 hours.

　　2. Communicate with express delivery and reply to the buyer:

　　A. Because the address cannot be reached by express delivery, and the difficult parts are negotiated with the express delivery to forward the EMS, or return it and re-send it and make notes.

　　B. The express delivery address is wrong or lost or the package is broken. The buyer will reissue it as appropriate, and the note and submit it to be removed from the shelves.

　　3. Archive of after-sales problem pictures

　　Receive pictures of the buyer about the product's various quality and production problems, and after-sales customer service archives them in the corresponding "After-sales problem pictures" folder. Change the image format name to customer ID for query.

　　4. Responsible for feedback on production issues

　　In the short term, the quality problems of the same product and batch are generally reflected, or there are indeed major problems with the quality after verification:

　　1. Multiple customers report problems with the same model and need to verify and feedback.

　　2. Customers have various opinions on styles, sizes, colors, etc.

　　5. Responsible for some pre-sales work

　　The pre-sales service involves cancellation and replacement of orders, and the after-sales service bears part of the work when the free time is free.

　　6. Registration for the production and registration of compensation documents for lost items

　　Packet loss, damage, etc. due to express delivery negligence, the specific products and amounts of compensation will be made into charts and registered immediately for easy accounting at the end of the month.

　　7. Verify and register the wrong goods document

　　For after-sales issues, if it is determined that the wrong goods are sent, each customer service will submit the relevant ID and wrong information to the auxiliary after-sales customer service to verify and register it into the document.

　　8. Responsible for the processing of handover and update of evening shifts and after-sales document verification, registration and sorting

　　1. Coordinate and update the processing information of all matters in the evening shift handover document left the night before (the processing starts as soon as the morning comes and must be completed in the morning).

　　2. Receive after-sales information submitted by each customer service, conduct corresponding verification, and register to enter the "after-sales document".

　　This can be done with the help of Kedao, but most people are not used to using system functions. What the documents can do is to view them in a coordinated manner.

　　9. Daily maintenance and return visits of special VIPs

　　Once a month, the return visits are conducted for some special VIPs that require a lot of daily requirements but cannot be ignored. The customer orders are different, and the meaning of this work is different.

　　After-sales work specifications

　　in principle:

　　1. Whether it is a quality problem or a non-quality problem, try not to return or exchange. Reasonably control the refund rate and return rate, but being responsible to customers is the responsibility of the store and must be borne by the store. Pay attention to the guest's mentality. The most important thing is to treat people with sincerity, be patient, and deal with things with your heart, so that you will not have too many disgusting emotions.

　　2. If it is a store’s own problem, you must be responsible for the round-trip postage to help customers exchange or refund the money.

　　3. For reasons not for the store, you should also understand the real reasons for customer return and exchange. It is beneficial for improving products and stores. Customer service is the company's eyes, ears and mouth.

　　4. For any after-sales issues or no-stock notification issues, as long as the buyer is not online, please contact them with phone, text message or WeChat (except for replying to offline messages on After-sales Service Wangwang), and do not passively wait for the buyer to come and find them.

　　5. Under normal circumstances, all returns and exchanges are required to be returned after the buyer returns the goods, or exchange them for the goods (the exchanger pays the full payment separately, but only the normal purchase). If there are special circumstances, such as the store’s own fault, the buyer urgently needs to receive the change of clothes first, and can also make an exception to help her express delivery of the goods when the buyer sends the goods and provides our express delivery number.

　　6. For difficult buyers, or buyers with hidden dangers in after-sales processing, please develop the habit of taking screenshots of key chat records at any time and know how to use Taobao to protect yourself.

　　7. Exchange postage issues:

　　a. Due to the quality problems of the baby or the description does not match the physical product, we will bear all the return and exchange postage. Please help to advance the payment first. When the transaction is completed, you will contact you and return it to your Alipay account, or you may leave the remaining amount to be traded for future shipping. Please rest assured.

　　b. If it is not our problem, you need to take care of the exchange fee yourself. Take a link to make up the postage online and pay for it. Never put money in the package to avoid the risk of losing items or cash loss, so as to avoid disputes. If it is not the seller's responsibility, whether you are changing to the pre-sale baby or the difference in the exchange price, you must pay for the round-trip postage yourself.

　　(I) Basic procedures for buyers to return and exchange

　　1. Take pictures to determine quality issues:

　　It is a quality issue and the customer is requested to send a picture to confirm before processing. Pictures can be received using Wangwang, or sent to the email address (let the customer send emails in a certain format), or asked QQ customer service to accept them and hand them over to the after-sales customer service. The pictures must be named with the buyer ID and archived in a timely manner in <After-sales problem picture collection>, and the corresponding processing will be given after confirmation. Non-quality issues need not be determined.

　　2. Extend the trading time:

　　After confirming the return or exchange, whether it is a return or exchange. Please extend the transaction time of the customer by 10 days (except for successful transactions).

　　3. Return information to buyers:

　　Then please give the buyer information such as return and exchange address (please remember that our store only accepts express delivery and EMS, does not accept flat mail and express mail, and does not accept any form of on-duty payment, and on-duty visa rejection, except Shunfeng and Shentong) and make corresponding treatment.

　　4. Notes on transaction notes:

　　Notes in the corresponding transaction notes for buyers: If the buyer took all after-sales return and exchanges, if the buyer took photos on Taobao, the return and exchange content processing customer service name processing date needs to be recorded in the buyer's transaction notes, and the note flag is marked blue.

　　5. Register and send wrong goods documents:

　　If the customer service sends the wrong product or miss it. You must register to send the wrong product document.

　　6. Feedback quality issues:

　　If it is caused by quality problems or size errors, please feedback to the relevant handling personnel. Clothes are highly seasonal and such information is reflected in real time.

　　7. Missing issues:

　　1) First, please verify whether the shipping list in the package matches the items, and rule out the possibility of shipping them separately.

　　2) If the goods on the sending list are missing and the express parcel is intact, please put all the items received, such as clothes, cartons, accessories, express parcel bags, etc. on the electronic scale and take a photo.

　　(II) How to deal with packages returned by express delivery

　　1. No points for express delivery:

　　(1) Please change it to an EMS form. You must fill in all the categories that you should fill in on the EMS form.

　　(2) Note the delivery order number in her transaction notes, indicating that it has been sent again because the express delivery cannot be returned. Write your name, point the note in blue, and extend her transaction time.

　　(3) Notify her on Wangwang about the new order number and the reason for the return. If the customer service is at fault, please apologize.

　　Similarly, if the gap needs to be made up, the store will bear the responsibility for the first time and notify him of the EMS in the future.

　　2. Express packages required by the store:

　　Notes in the buyer's transaction notes to view the notes of the customer service that requests to return the package and process them according to the corresponding notes. The processing results should also be noted in the notes.

　　(III) Refund Issue

　　Very important: Please contact customer service in time for refunds. Do not apply for a refund without contact, otherwise it will affect your refund processing speed and effect.

　　1. If you return the goods:

　　1) Submit a complete refund reason to avoid delaying the response speed of the refund. After receiving the quality inspection of your package, we will agree to the refund online. You need to fill in your return information online in a timely manner. If the refund is closed because you did not fill in the return information in time and the transaction is successful, our store will not be able to give you a refund. You can only apply again or contact the waiter to open the refund entrance.

　　2) After both parties confirm, your refund process will be done and your payment will be refunded to your account within 1-2 working days.