E-commerce outsourcing customer service companies can rise, among which the professional advantages of outsourcing customer service have made a great effort, so what are the professional advantages of customer service of e-commerce outsourcing customer service companies? How is it different from the customer service we hired ourselves?
1. Outstanding language skills.
China's writing is broad and profound, and different expressions of the same meaning will form different effects, a sentence can make a good thing, and a sentence can also do a bad thing. How does pre-sales customer service introduce products to buyers? How does indecision on the part of a buyer motivate an order? How can after-sales customer service appease customers so that they can turn their anger into peace? And so on, these are all language expression skills that are required, and they are also the direction that every customer service should strive for.
2. Professional product knowledge.
The customer service manager of Mengmengke customer service outsourcing company has reminded that whether it is pre-sales or after-sales customer service, it is necessary to have professional product knowledge, so that you can quickly answer buyers' questions, add buyers' trust, save buyers' moments, and increase conversion rates. For example, the category of clothing, what size is suitable for height and weight, the material of the baby, the skin-friendly condition, the deformation of washing, the fading condition, etc., when the customer asks, the answer must be fluent, which can increase the customer's confidence in the product.
3. Proficient in using various e-commerce tools.
When customer service entertains customers and processes order operations, they must use background things or some plug-ins, and mastering various things will undoubtedly improve work efficiency.
4. Empathize and put yourself in their shoes.
Take pre-sales customer service as an example, when recommending products to them, they should not be too commercial, they should deepen their practical needs, analyze their shopping thoughts, and then think that they deal with the problem from the point of view, to introduce them to the right products, in other words, to be friends with customers, solve problems for them, based on this, to the best products, will be more bearable.
And after-sales customer service is the same, don't always feel that customers are looking for trouble, but also should be empathetic, if you are a customer, received such a product may encounter the same problem, will you also be as anxious and angry as the customer, think more from the other party's point of view, then the customer's emotions will also change differently, and the way to deal with it will be softer.
5. Outstanding listening skills.
Many customer service staff have been in the industry for a long time, and there will be a habit of always feeling that the customer has not yet said that I know what he is going to say, so I often interrupt the customer impatiently, take the quote out of context, and finally the order is lost or the opposition escalates.
6. It's not easy to promise, but you have to do what you say.
The customer service manager of the customer service outsourcing company has reminded that as a professional customer service, integrity is a necessary professional quality, and will not exaggerate the product efficacy for the sake of the best product, nor will it promise to do things that cannot be done or service, as long as the customer is honest and honest to himself, the customer of the store will have more and more repeat customers, and the business is getting better and better.
7. Answer questions patiently.
The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere work attitude, while doing a good job of explaining, we should be gentle, not arrogant or impatient, such as when encountering problems that customers do not understand or difficult to explain, we must remain patient, and do it again and again until the customer is satisfied, and always abide by the principle of "dissolving the smile into the voice."", the promise to bring sincerity to customers. In this way, you can better keep yourself improving.
The above is the professional advantages of customer service of e-commerce outsourcing customer service companies summarized by the author. Because of the more detailed customer service training and the strict supervision of the quality inspection department, it has become an industry trend.