网店客服经验（Online customer service experience）.docVIP

网店客服经验（Online customer service experience） 1. what skills should a good customer service have? Which one should be best at? The most important thing to do is to ask the question skills, that is, to explore the customers needs and to look at the customers point of view! Give an example Some time ago, a landlord from Shanghai came to buy a tap and put it in a rental room I asked, what kind of person do you rent the house for? The other 4. 1. 2. 3. Jinling white-collar blue collar Landlord: we rent the rent is not high, is that small single room, it will be more than 20 square, which has a kitchen, bathroom, so I want to buy more affordable, durable Well, I see. How do you think the faucet is affordable? 1. cheap, you can 2., cost-effective, baby value for money, 3. other, I asked: Of course, its worth it, the price is cheap, it doesnt take long. Im going to do it? said the landlord: From the above questions, we understand the landlords needs, that is, want affordable, durable baby! In his understanding, the benefits are not low quality, low prices can, but also to ensure quality! Value for money! Then according to the customers need to introduce a more affordable, our special offer models, although the special offer quality is five year warranty, quality is guaranteed! Received treasure, Shanghai landlord very satisfied Oh ~ ~ to a great praise! Good customer service should make it clear that we dont want to sell things to customers, but that the customer needs it, and we help him pick the right baby! Thats what Im good at! Of course, the backstage operation of the shop and the rules of the Taobao transaction are very important 2., when you encounter customer abuse, life attacks, what kind of attitude you use to deal with? Customer service is not a punching bag, I think to be polite. Their rights have been violated, we should strive for! Not blindly patience, of course, this premise must be polite, calm and rational! How to put it? No customer has ever scolded me at t