Excellent customer service chat skills, because we sell things online, there will be online sales customer service, so everyone communicates with customers through words, and we don't know who the customers are, so we need certain skills and excellent customer service chat skills.
Excellent customer service chat speech 1 opening and closing speech
Welcome:
Xxx focuses on xxxx field for xxx years! Pay attention to the purchase, it is convenient to buy at any time ~ I am your exclusive customer service xxxx, and I am glad to serve you ~
Hello, welcome to xxx flagship store. I'm glad to serve you. what can I do for you?
☆ Hello, yes, what's the problem now?
Hi, I'm here. Oh, what can I do for you?
Hello, what can I do for you? You can speak slowly and we will answer them for you one by one.
Yes, I am. I'm always ready for you. Please give me instructions. what can I do for you?
Enjoy a new life, (brand name, every day ~ Welcome to the official flagship store of xxx, I am customer service xx, glad to serve you ~
This is xxxxx. I'm glad to help you. what can I do for you?
Hello! Welcome to XX JD.COM self-operated official flagship store. I am pre-sales customer service xxxx, and I am glad to serve you!
☆ I'm your little cute MMxxx, here I am, hahaha.
Hello ~ ~ ~ Yes, what can I do for you ~ ~
Hello, what can I do for you?
Hello, welcome to xxxx. I am your exclusive customer service. what can I do for you?
Hello, little customer service xxx. What can I do for you?
Welcome to xxxxx Shengdian, where there is a home, there is XXXXX, "1 11JD.COM Global Good Things Festival". what can I do for you?
Hello, welcome to xxx flagship store! Thank you for your inquiry. Welcome to choose xxx brand.
Hello, do you have any questions? We will try our best to answer your questions in order. Please don't worry unless you consult one-on-one. Please forgive me for any negligence.
Welcome to xxxx store. Fairy at your service ~ What can I do for you?
Hello! Welcome to xxxx flagship store, I am xxxx brand customer service. I'm glad to help you choose products and daily washing. what can I do for you?
Hello, welcome to the flagship store of Paradise Umbrella. I am the customer service of shopping guide no.22. I'm glad to serve you. what can I do for you?
Welcome to our shop. Do you have any questions to consult? Don't forget to pay attention to this store.
Hello, young master, I am your exclusive customer service. Please don't hesitate to tell me if you need any help. !
Welcome to the official flagship store of Cotton Age. What problems need to be solved?
Hello, welcome to Dulux's flagship store. It's my pleasure to serve you ~
Hello, what can I do for you?
Hello, welcome to xxx, what can I do for you?
Hello ~ ~ What can I do for you?
☆ Hello, I am here. Please give me instructions.
Xxxxx at your service. What business do you need to handle?
Yes, welcome to xxxx~xxxx. I'll be at your service right away! Xxxx, please have a look at your chat record first, and I'll solve your doubts as soon as I find them ~
Conclusion:
Thank you for your inquiry. You can click on the store or your favorite baby. I look forward to your visit and wish you a happy life ~
Thank you for your support to the small customer service. I won't bother you for a moment. I wish you a happy life.
Goodbye and have a nice shopping.
Thank you very much for your understanding and support to the small customer service family. I hope the service of Xiao xx's home will satisfy you. If you have any questions, please contact the customer service specialist in time to handle it for you. Wish you a happy life ~ ~
Thank you for your support of our products. I won't bother you now. The meeting is coming to an end. If you have any questions in the future, please feel free to contact us.
Thank you for your support of xxxx! If you have any questions in use, you can also call our national after-sales service number 4-xxx-xxx, and we will serve you wholeheartedly ~ I wish you a happy life ~
You can pay attention to our store or add your favorite model to the shopping cart, so you can buy it at any time ~ the customer service girl is willing to help you if you have any questions ~
Because you haven't responded for a long time, please step down here first. If you have any questions, please feel free to contact us. We will reply to your email as soon as possible. I wish you a happy life and every day!
Thank you very much for your support. I wish you a happy life. Goodbye ~
☆ The paid order will be processed as soon as possible. Wish: remember to take an umbrella when it rains, add clothes when it is cold, and enjoy the cool when it is hot. Good health! O(∩_∩、O~
If you have any questions, please feel free to contact online customer service ~ ~ Xiao xxx. I wish you a happy life.
Thank you for your support, xxxx flagship store wishes you a happy life.
Please contact us in time if you have any questions. I wish you a happy life, all the best and happy every day!
Thank you for your love of xxxx. If you are satisfied after receiving the goods, please give us a complete five-star evaluation and help us print the pictures. Your satisfaction is very important to us. If you are not satisfied, please contact us and make your valuable suggestions. We will continue to improve the quality of our products and services. I look forward to providing you with quality service next time. I wish you a happy life.
Thank you for your support of xxxx. I look forward to providing you with quality service next time. I wish you a happy life. The store has regular activities and updates, please collect our store and pay more attention.
Thank you for purchasing xxxx. I look forward to providing you with quality service next time. I wish you a happy life. The store has regular activities and updates, please collect our store and pay more attention ~
Thank you for your support and attention to our xxxx. You can pay attention to the collection of shops, and there will be new products and activities from time to time. Look forward to providing you with better service next time ~
Please feel free to consult if you have any questions in the future. I wish you a happy life and a good mood every day ~ ~ ~
If you have any questions in the future, please feel free to contact us to solve them for you. Thank you for your concern and support. I wish you a happy life. Thank you!
This baby is still very popular. If you like it, don't hesitate to place an order as soon as possible. If in doubt, please contact us in time! I wish you a happy shopping ~
In addition to xxx, there is XXXXX-an air purifier that can "walk", purifying the whole house with one button, and removing haze and aldehyde efficiently; Give you fresh air and protect the health of you and your family. /xxxxxxxxxxxx
I won't bother you here. If you need any service, you can contact me at any time. Thank you for your consultation. I wish you a happy life ~
Hello ~ If there are no other questions, I won't bother you here. If you need any service, you can contact me at any time. Thank you for your consultation. I wish you a happy life ~
"With the recommendation, customers who buy xxx also buy XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Selling point 1: xxxxxxxxxx
Selling point 2: xxxxxxxxxx
Selling point 3: xxxxxxxxxx "
You're welcome. Your satisfaction is our greatest motivation. I wish you a happy life.
Look, you haven't replied yet. You can place an order directly when you are optimistic. If you have any other questions, please contact online customer service in time! I look forward to serving you!
Thank you very much for your support to our store. We will arrange it for you as soon as possible. Don't worry. I look forward to your next visit to our store.
The small customer service went to receive other customers first. Thank you for your support and trust.
Dear customer, this conversation is coming to an end, because we haven't received your reply for a long time. Thank you very much for your consultation. If you have any questions, please feel free to contact customer service.
Thank you for your trust and support in xx, and look forward to your coming again ~
2. Active service consciousness
If you have any questions or don't understand anything, please tell me and I can help you ~
Do you have any questions about this? , function, activity price, gift discount ~ Tell me about it and help you answer further ~
What are you hesitating about? Can you tell me something? See what I can do for you.
See you haven't replied for a long time ~ Customer service won't bother you yet ~ Contact customer service if you have any questions.
If necessary, please feel free to contact customer service. Small customer service is happy to serve you.
Is there anything else I can do for you here?
If you have any questions, please feel free to consult our customer service partners. We welcome your inquiry at any time.
What do you think, or do you have any questions? We can help you answer any questions ~
Hello, do you have any questions about our products?
Hello, your order has not been received. Do you have any questions about our xxx? Can you ask me, or tell me what concerns you have?
Do you have any questions about our products?
Are you still there? I'm sorry to bother you, but I didn't see that the order you bought was xxx. Aren't you satisfied? You can consult me online if you have any questions.
Are you still there? Can you tell me something? See what I can do for you.
I don't know what style of xxx you like, please tell me, I can take a look at it for you and give you some suggestions!
Step 3 wait for the language
~ Just a moment, please. I'll take a quick look at the chat record to understand your question and help you answer it better ~
In order to answer your question better and more accurately, we need to check it for you, which may take a little time. Please wait patiently ~
Hello! I'm your online service specialist, and I'm glad to serve you ~ Let's take a look at your chat records with other customer service staff first, so as to know what questions you are asking. This may take a while, so please wait a moment.
I'm really sorry that I can't reply to you in time because of the heavy passenger flow. I'm terribly sorry. Please leave a message if you have any questions, and I will answer them later. Please forgive me! You can visit our store first, there are many good goods ~ ~
Dear customers, I'm sorry for the large amount of consultation at present, and I didn't intentionally neglect it. If you have any questions, please send them to us first and we will reply you as soon as possible. Thank you for your waiting and understanding.
At present, there are a lot of inquiries and receptions, so it is too late to give you a timely reply. Please wait a moment and get back to you later. Thank you for your kind understanding and support ~
In order to help you deal with the problem better, please check the chat record in detail first to confirm the problem. Don't worry. Give me a song and I will reply to you as soon as possible.
I am sorry to keep you waiting here. Give me some more time to quickly and carefully check the chat records and understand your doubts.
Wait a minute ~ ~ I'm really sorry, there are many customer inquiries now, and the customer service sister paper is answering them one by one. I didn't mean to neglect it. Please understand! !
"Hello, I am your exclusive pre-sales/after-sales customer service. At present, a large number of after-sales personnel consult online at the same time.
Please leave me a message about your problems, and I will deal with them when I see them later. Thanks for understanding! "
I'm sorry for the inconvenience. Please give your sister some time. My little sister will examine you as soon as possible. Please wait a moment ~ ~
I'm really sorry, because there are a lot of people consulting at the same time. Four mechanical unicorn arms are installed here to speed up the code word, but there is still no electricity. Please forgive me ~
Thank you for your patience. I'm really sorry. I consulted many customers and the response was slow. I didn't mean to ignore them. Please forgive me.
I am sorry to have kept you waiting. We need to ask you further questions, but we can't get the result for the time being. Can we call you back later?
I am sorry to have kept you waiting. The result of your inquiry is:
Step 4 appease and apologize
Soothe-
I'm very sorry that I didn't bring you a pleasant experience this time. Admittedly, the reason for your feedback can't be verified for you through pictures, but we also attach great importance to your feedback. I have registered the batch of products you gave back above with the Quality Assurance Committee for key inspection. Considering your experience, you shouldn't eat this. Do you think customer service can reissue it for you?
I'm really sorry to bring you a bad experience. Your problem is also recorded and fed back to the professional after-sales team for handling. Telephone contact 1755 takes about 3 minutes. I hope you can wait patiently ~ If the timeout is not handled, please inform customer service in time. Customer service will definitely help you handle it. Thank you for your support ~ ~
Your feedback has been recorded by the small customer service staff. Contact your professional after-sales colleagues to handle it ~ Try to keep the phone open ~ Pay attention to whether answering the phone starts with 1755 in Shanghai ~
I'm very sorry for affecting your shopping experience. It's just that the after-sales specialist has left work, and the pre-sales customer service can't handle the after-sales problem. You can tell me your problems and I'll help you register. An expert will handle it for you tomorrow. Thank you for your understanding.
Hani, it usually takes x-x working days to return the goods to the warehouse to process your refund. Please be patient ~ If you have any questions, please contact online customer service for verification and handling ~ Thank you for your support and understanding ~#E-s2 1.
I am very sorry to bring you a bad shopping experience, because the package was crushed in the process of logistics and transportation, and the' violent behavior' of the courier was a series of reasons that led to the damage of the package. We will continue to improve the quality of delivery service and our packaging leak-proof and pressure-resistant technology, and we will help you apply for compensation of xx yuan. Do you think it's okay?
I'm sorry to have caused you such trouble. I suggest you apply for after-sales service (find this order in my order, click to enter the order details, and there will be an option of "Apply for after-sales service" in the lower left corner. Just click on the application, explain the reason, and upload the picture for approval. After-sales staff will contact you to handle it for you.
"xxxx, I'm very sorry for the trouble, please provide 4 photos:
1、xxxxx
2、xxxxx
3、xxxxx
4、xxxxx”
I'm sorry to have caused you trouble. We attach great importance to the problems you have reflected. We will transfer you to the after-sales professionals. At present, there are a large number of after-sales consultants, so it may take a while to wait patiently ~ ~
I'm sorry to put you into the after-sales state. Because there are many customers who consult, in order not to delay your precious time, please describe the problems you encountered ~ ~
I'm sorry to put you in an after-sales state. Let's take a look at the chat records here to deal with your problem. A moment, please.
Excellent customer service chat speech 2 1, about Want Want response time
1. The time for customer service to reply to customers should not exceed 3S.
2. Customer service should try not to appear in the process of replying to customers; Ok, yes, we have it, and so on.
3. Some questions about QQ chat should not appear in the sales process of Want Want customer service.
4. The reply statement of customer service should be declarative tone.
It is suggested to reply to customers as soon as possible to bring them a good shopping experience. Remember to pay attention to the application of communication tone and expression. For example, you can use the customer service treasure, edit it, and click Quick Send. Reduce customer churn rate.
Sell novellas
2. Answers to customer inquiries
1. First, open the baby details page for customer consultation, and browse the baby details page during customer typing. Check whether this baby is available, and introduce the latest preferential policies and packages of the store to customers.
2. Be sure to tell the customer the unique selling point of the product.
3. Don't deliberately remind customers of the price.
4. Communicate with customers around the product itself.
As a qualified customer service, we must first know something about our products and know where the selling points are, so as to introduce the products themselves well and introduce other similar products and preferential products to customers appropriately.
3. About promoting orders and praising customers
1 First of all, we must know how to affirm the customer's eyes for the baby according to the situation.
2. Introduce the advantages of the product to customers.
3. Don't make it up with customers. All product sales are inseparable from the product itself.
4. Remember to pay attention to the tone of communication.
It is suggested that the customer service should not be stingy with its own words, but must affirm the customer's vision and praise the customer appropriately. People are emotional, bringing customers a good shopping mentality can reduce a lot of unnecessary troubles, such as bad reviews. Maybe it can also be called emotional selling.
4. About gifts and bargaining
1. Confirm that the customer is buying multiple products or the amount is relatively large.
2. Explain the situation carefully during the application process.
3. Don't communicate with customers around the price.
4. Enhance the value of the product itself
5. Recommend other products to customers as appropriate.
During the period of bargaining with customer service, customer service should try not to discuss the price directly with customers, lead the topic to the product itself, and introduce the advantages of the product itself to customers for them to measure. Or pick up the goods within the price range acceptable to the relevant customers, and the gifts depend on the actual situation.
5. Express delivery and uninterrupted communication
1. If the customer fails to reply for a long time, it is necessary to actively communicate with the customer.
2. Keep in touch with customers.
3. Recommend products to customers.
4. Check the customer's area, confirm the delivery address for the customer, explain the express delivery situation, and ask if it can arrive.
After the customer photographed the baby and paid for it, immediately confirm with the customer whether the customer's address and phone number are correct, and then confirm whether the color and name of the baby purchased are the same as the photographed baby. In the process of communication, customer service should always keep in touch with customers and constantly introduce products. If the customer says that I will contact you later and there is no reply for a long time, the customer service needs to contact the customer actively.
6. About the delivery time.
1, cautiously promise the delivery time of the baby.
2, please be sure to deliver the goods at the promised time, if there are difficulties, please do not promise to spend at will;
3. During the activity, please ensure that the delivery time is consistent with Taobao rules, and please update the detailed description of the goods in time;
7. Customer service summary and order tracking.
1, instilling the benefits of collection and evaluation in customers.
2. Arrange the logistics, demand and other information required by customers.
3. The last sentence of Want Want Chat must be guaranteed to be customer service.
4. Communicate with customers' satisfaction with shopping and happiness in life.
5. Remind customers to open the package when checking the baby.
6. Track the logistics information in time, leave a message to the customer about the logistics status, remind the customer to be satisfied and give favorable comments.
Leave a small note for the customer when delivering the goods, plus the benefits of favorable comments. This is very important, which can accumulate a large part of customer resources and prepare for future work. The key point is to track the customer's logistics information in time and remind customers to give praise when they are satisfied with the product itself.
8. About reminders
It refers to taking pictures of unpaid babies. Customer service needs to count the unpaid orders of the previous day every day, introduce the selling points and preferential activities of a product to customers through Want or telephone, and give customers a very popular and valuable concept of our baby, thus promoting the success of the order.
After-sale goods
9. About the wrong baby
1. Please ask the customer to take a photo to verify whether the baby in the photo really does not match the baby purchased.
2, check the order with the warehouse, understand the relevant situation.
3. Check to see if it is the wrong baby, and inform the customer to send the baby back to the company, and the company will exchange it.
4. If the buyer belongs to the "seven-day return without reason" period, let the buyer initiate a seven-day return without reason. After the buyer fills in the logistics order, he will verify whether the logistics order number is correct and solve it after the order number is correct.
5. Be sure to communicate with customers to ensure that there is no problem in the second sale of products.
6. Communicate with customers in a conciliatory and apologetic tone to win their favor.
After receiving the baby, the customer found that the baby was not bought. In the case of consulting customer service. The customer service communicates with the customer at the first time to verify whether the situation is true. Let the customer take photos first and send photos to confirm.
1, about baby quality
1. After the customer has just received the baby and found that there is something wrong with the product, check the customer's photos and return them to the customer according to the situation.
2, in the process of communication with customers, the first time to appease customers, consciously or unconsciously apologize, and strive for the good feelings of customers.
3. After confirming that there is a problem with the baby product, solve it and send it to the warehouse for delivery.
4. If customers use it for a period of time and find problems, they can decide according to the actual situation.
Pay attention to understand the reason, don't pass the buck, answer the customer with a negative attitude, be sure to find out the reason and solve the trouble for the customer. Strive for customers' goodwill and cultivate customer loyalty.
Excellent customer service chat 3 1, please leave a message.
A. When receiving the first message from the customer, the first thing to do is to reply quickly, and the customer's waiting time should not exceed 1 second.
B, welcome language contains self-introduction, the specific format is: Hello, I am Customer Service No.8, I am very happy to serve you, what can I do for you+Smiling face Hello, welcome to XX flagship store, Customer Service No.8 will serve you wholeheartedly+Smiling face.
2. Dialogue
Dialogue is the process for customers to understand our products. Customer service should first have a deep understanding of the company's products, stand at the height of the master, answer customers' questions about the products, and quote some professional terms and authoritative figures appropriately. But when introducing products, we should use words that customers can easily understand. The key is to understand the product itself.
3. Negotiation link
Bargaining is the most common and headache problem in current customer service work. As a buyer, bargaining has become the most common habit in the online shopping process.
A, greedy and cheap, not can't afford it, but bargaining has become a habit.
B, psychological need to be comforted, through bargaining success to meet their inner sense of accomplishment. For the above customers, first of all, we need to declare that our products are of high quality, and the sales price is set by the company (it is already the lowest, and the price cannot be changed. This is the principle. Usually by this time, some customers will no longer be entangled in the price. If the customer shows hesitation after your expression, then you can transfer the customer's ideology, tell them what preferential activities are available in the store at present, or give some freight discounts appropriately.
The core idea of bargaining process: tell them that the price of goods can't be favorable and the quality of products is guaranteed. It is this principle, combined with customer feedback, to give some gifts or freight concessions appropriately, to reach a deal.
4. Payment link
A, some of them may be novice buyers, who encounter some problems during the payment operation and cannot arrive at the payment in time. At this time, you need to contact the customer actively, understand the problems encountered by the customer in a caring tone, and give guidance until the customer completes the payment. If you haven't seen the buyer pay for a long time, you can say, "Hello, dear, is there a problem with the payment?" If there is anything unclear, you can tell me, maybe I can help you+smile. "
B. For some orders requiring preferential freight rates, after reaching an agreement with the buyer, it is necessary to wait for the buyer to take the order, and then modify the price before the buyer pays. You can say to the buyer, "Hello, don't go to the payment page after taking the picture. You can pay after I modify the freight. "
C. After the customer completes the payment, you can say, "Dear, I have seen that your payment is successful, and we will deliver the goods for you in time. Thank you for purchasing our products. If you have any questions, please feel free to contact us. My name is Customer Service No.8. "