A complete collection of e-commerce customer service skills

A complete collection of e-commerce customer service skills. E-commerce is a very popular industry, and a new professional e-commerce customer service was born. E-commerce customer service needs to face consumers and communicate well with them. But it is not easy to do this kind of work. You need to know what words to use to motivate consumers to pay for the goods. So next, I will share some content about e-commerce customer service skills, I hope it can help everyone! E-commerce customer service skills 1

1. When the "ding dong" sounds, simply type "ki" to let the buyer know that someone has responded immediately. , which is a kind of respect for buyers. When replying, if the content is very long, you can reply separately instead of replying after typing a long list. Some buyers are impatient. By the time they have answered their questions in a long list, they will have left long ago.

2. When you have answered the buyer’s question, please move the cursor to the non-text input area.

3. You must be very patient when answering buyers’ questions, and try not to use words such as “um” and “oh”. For novice buyers who do not know how to operate the process, it is best to take screenshots to teach them step by step. Of course, as a customer service person, you must first know how to do it.

4. After the buyer successfully pays, he can take 3 seconds to confirm the delivery address, which will make the buyer feel that the customer service is very attentive.

5. After the product is sold, the service begins. If you have activated Want Want SMS, after delivery, you can use Want Want SMS to notify the buyer "Dear customer, your order was sent by STO (express name) on *year*month*, the order number is ******, please Please pay attention to check, thank you. ***I sincerely wish you a happy life!" Keep an eye on the whereabouts of the baby at any time. If the buyer has signed for it, you can use Wangwang text messages to tell him his evaluation of the baby and possible returns and exchanges.

The above is the most basic customer service response. Below is a summary of some common customer service questions. I hope it can be of some help to novice customer service. E-commerce customer service skills 2

Welcome

Hello, employee number #### is happy to serve you! How can I help you?

Hello, welcome to *** store, we will serve you wholeheartedly!

Don’t worry, we will help you verify the situation immediately. Could you please provide your order number?

We will check it for you right away. Please wait a moment

We need you to provide a product link here to help you check it. Thank you.

Hello! Welcome leaders to visit, I am your exclusive customer service**. I am happy to serve you (smiley face)

Hello, welcome to purchase XX. I hope my greetings are like fresh rain, washing away the worries in your heart, and like the cool wind, blowing away your tightness. A locked brow makes you worry-free and happy forever!

Comfort

I can understand;

I understand your mood very well;

I understand why you can be angry. If it were me, I would feel the same as you;

Please don’t worry, I understand your mood very well, and we will do our best to solve it for you. ;

If I encountered so many troubles from you, I would be in the same mood as you are now;

Such a thing has caused inconvenience to you, but we should Is it right to face it positively?

Yes, if I encountered so many troubles like yours, I would feel aggrieved;

I understand your mood very well, Please rest assured, we will definitely check it clearly and give you a satisfactory answer;

I really understand, please rest assured, we will definitely check it clearly and give you a reply;

I can see that you are very anxious,~~~~I feel that you are a little worried~~~~~I can feel that you are very angry, let me give you other suggestions, do you like it?

I'm very sorry. Don't worry. Maybe our previous service was not good enough. I'm really sorry.

Look, what problem did you encounter? Can I help you solve it?

I’m sorry, that’s not what I meant. Maybe I didn’t explain it clearly. I’ll talk to you again. Can you explain it?

Hello, I'm very sorry, the product has just been sent out, the express delivery information has not been uploaded, or the uploaded information has not been updated in time, please wait patiently

Hello, I This will help you verify whether the express delivery number is correct. After confirmation, we will inform you of the detailed information in the form of a text message. What is your mobile phone number?

I am very sorry. Maybe our previous service was not good. Let me tell you. I'm sorry, don't worry, I will handle the problem for you now.

I'm really sorry to make you unhappy. Regarding your feedback, I will feed it back to our quality inspection for processing. Please trust us.

Please wait patiently. After shipment, we will track the logistics until it is delivered to you.

Dear Mr./Ms. For the inconvenience caused to you, I have arranged for a specialist to handle it for you. If you have any questions about the later treasures, please ask me to help you solve the problem!!

We deeply apologize for the inconvenience caused to you. We will take care of it for you. A dedicated person will follow up on your question and will contact you by phone later. Please pay attention to answer the call. If you have any questions, you can contact us at any time.

Don’t worry! It will take about * days to send the items you photographed from **(city) to **(city). You are expected to receive them within * days! We are always ready to help you We are paying attention to the logistics dynamics, and if there are any problems along the way, we will notify you as soon as possible! Please rest assured!

Your object has been used by the old man Tianji to use the sword skills to fly away at an altitude of 100,000 miles. You wait patiently, we will arrive soon! I have lived here for a long time. If you have any questions, I will answer them. I will say goodbye.

XXX is really sorry. Because there are many MMs inquiring, the reply is a little slow. I will reply to you as soon as possible. Thank you for your understanding!

Dear customer, you Well, we are sorry for the inconvenience caused to you. As a brand authorized flagship store, although our warehousing department carries out strict quality control and delivery procedures for the goods shipped, due to the large order volume, it is inevitable that there will be In the unlikely event of missed shipments, the logistics company that cooperates with our store will also weigh each item received every day according to the order. Please provide your shopping order number, and a dedicated colleague will contact you after verification later. , if it is a warehouse problem, we will notify the human resources department to punish and provide business training to relevant personnel, and we will also reissue the under-delivered and missing products to you (if there is a problem with the store itself, the postage will be paid by the merchant)

Compliments

You are all old customers of our XX;

You are all old customers who have supported us for a long time;

You are really discerning~

You are such a nice person, I am glad to serve you~

Thank you very much for your opinions and suggestions. Thank you very much. I will give your feedback to my superiors later, thank you!

I’m really sorry to trouble you;

Thank you very much for your good suggestions. We will continue to improve our services to provide you with Satisfied;

You are all our old customers, and of course we cannot live up to your trust...;

Thank you for your support of our work, I hope You can support us as always in the future!

Thank you for your supervision of our services, which will allow us to do better;

Pay attention to solving problems

You Okay, you are our old customer, and we will definitely guarantee your rights~ Please rest assured

Hello, I have recorded you and will definitely provide you with timely feedback.

I see that your order has indeed been overdue for a long time. I will apply for our advanced customer service for you immediately.

Hello, I have sent your order. Your opinion has been reported to my supervisor~~ We will definitely improve it as soon as possible

Hello, we will definitely pay attention to the problems you reported, strengthen the management of the store, and update the express delivery information in a timely manner

Um, okay! Your order has been processed. We will ship the goods to you within 12 hours. When receiving the goods, remember to check whether the items are damaged and whether the accessories are complete.

If you are not satisfied, please contact us in time, O(∩_∩)OThank you.

If you have any questions during this period or need to use me, please feel free to ask. I will always be there.

Hello, my name is XX. During this period, the express package that I helped you track has been successfully signed for.

If you have time after going online, can you tell me whether the size is suitable and whether you are satisfied with the style? So that I can rest assured. If there is anything unclear or if you need to use Xiao Huang's mine, please don't be polite. , I will be there whenever you call.

(Photo taken without payment after consultation) I have seen your order. Please pay at your convenience so that we can arrange delivery for you today. If you have any other questions, you can contact me at any time. I am customer service XX. Thank you for your patronage!

Hello! The sizes marked in our store are all standard sizes. You can buy them according to the size you usually wear. If If it is convenient, you can also tell us your height and weight, and we will help you choose the most suitable style for you.

Consignee:...

Shipping address:....

Contact number:....

Invoice header: ....

Hello, please check the receipt information. If there is no problem, we will arrange delivery within ** hours

Dear customer, you Well, thank you for taking the time out of your busy schedule to evaluate our products! If there are problems with the products during use, they can be handled through the after-sales process. We have complete after-sales guarantees, so please rest assured, thank you!

Regarding the problem you have reported, I have already reported it to the manager. I will reply to you as soon as possible after the manager responds. Just a moment please.

Hello, the goods you purchased must be shipped to you before XX point. Our store will continue to track the logistics for you to ensure that the items are delivered to you as soon as possible. If you do not understand during the receipt process, You can consult me ??at any time, I wish you a happy life!

Hello, our cooperative express is XX Express. Areas where XX Express cannot be forwarded can forward to postal EMS.

Sorry, our pricing is already the lowest sales price. All products are non-negotiable, so there is no way to get more discounts~~~

Hello, I am really sorry. If If it's less, I will definitely give you less, but store activities and bag prices are set by the company. I, the customer service staff, can't do it by myself, so please understand.

The warehouse is equipped with specialist quality inspection, and we are also very much looking forward to your satisfactory evaluation after receiving the bag~(*^__^*) Your satisfaction is the sweet fruit we harvest.

Inquiry about unplaced orders

Hello, if you like it, I hope you can place an order as soon as possible, so that we can arrange delivery for you as soon as possible and you can receive it early. I've found my favorite product!

Hello Mr./Ms. xx! I am xx from XXxx franchise. I just saw you place an order in the background, but the payment has not been made yet. Please pay here. Have you encountered any problems? (Or when is the convenient time for you to make the payment, so I can help you arrange delivery as soon as possible)

Dear friend, you purchased the xxx at the XXXXX flagship store The mobile power supply has not been paid for yet. The stock is limited. If necessary, please pay as soon as possible. We will deliver the goods to you before 17:00. You can call 400080XXXX for consultation. I wish you a happy life!

Hello , I haven’t seen that your order was successfully placed. I wonder if you encountered any problems with your order? Is there anything we can help you with?

Hello, is there anything else I need to know? Yes, if not, please take pictures of the goods you need and complete the payment as soon as possible, so that we can ship them to you in time, thank you for your support!

End category

You're welcome , what we should do, is there any other question that can help you?

Is there anything else that can help you? I wish you and your family good health and family happiness! Finally, please click the small Red heart to evaluate my service! ^_^

Thank you for your support to XX. In order to improve the quality of service, please click on the "little red heart" to evaluate my service. Thank you! Wish you the best. Happy shopping O(∩_∩)O~ Goodbye!

Your Majesty, the tributes have already departed from the escort agency. The escort is the world-renowned XX Escort Agency. At this moment, the tributes are being rushed to the palace. As your Majesty said to If you are satisfied with the tribute, please give me a five-star rating!

Thank you for your consultation. If you have any questions, you can contact us at any time. Happy shopping.

E-commerce customer service words 3

Commonly used Taobao customer service words and techniques for prompting payment

Dear, the one you took is a special price, limited time and limited edition. If you take the picture, pay as soon as possible. , we will ship it to you as soon as possible. If you have any questions about our products, you can ask me at any time!

Dear, I am ** from ** store. Here’s the thing. You accidentally forgot to pay for the baby you took in our store. This baby is very popular and can easily be out of stock. No. Do you know why you forgot? Is there anything I can help you with?

Hello, we are already arranging delivery. Seeing that your order has not been paid yet, here is a reminder to pay now. We will send it out first and you will receive the package soon!

You are really lucky to have grabbed our baby during the event. You haven’t paid yet, so I don’t know what problems you have encountered. After a while, the transaction will be automatically closed. , another buyer will take the auction while the product is in stock, and you will lose this opportunity!

Hello, I see that you haven’t paid yet. We support 7-day no-reason returns and exchanges, and we also help you purchase freight insurance. We guarantee your satisfaction after receiving it, so that you have no worries!

Dear, you haven’t paid for the ** baby you took in the ** store. You are a regular customer. I applied for the VIP price this time with the store manager, and it was much less than what you took. Woolen cloth!

Hello, you have not paid for the ** baby you took in the ** store. Because it is your first time to buy our products, I applied for a gift with the store manager. This is a VIP old customer. There is only one!

Hello, you haven’t paid for the ** baby you took in the ** store. We will ship it at 4 o’clock. If it is late, it will be delayed until tomorrow!

Dear, if you like it, take a photo. Please take the photo as soon as possible. The order is in front. The warehouse may also be faster in arranging delivery?

Dear, did you place the order now? When you place an order now, we can help you make a note for priority shipment!

Excuse me! I don’t see your order here. Is it because the product is not cost-effective or because the product doesn’t like it? Customer service** I hope you can forgive me for the poor service ^_^ I believe we are always working hard!

Dear, are you there? Your order has not been paid yet. Please pay in time after checking that the information is correct, so as not to affect the delivery time to you. Thank you for coming, and I wish you a happy shopping!

Dear, just take a photo if you like it. If you are not satisfied with the receipt, we support 7 days of no-reason returns and exchanges without affecting our secondary sales. If you have any questions after receipt, please promptly If you contact us, we will give priority to help you arrange the processing. Please feel free to buy!

Returns and exchanges

Please write down your requirements on the shopping list. If you don’t have a shopping list, please use a white paper to write your name, phone number and your requirements! Put it on Send the package back together! It is convenient for us to process it in time, thank you for your cooperation!

Return process: ① Confirm receipt → ② Apply for return and exchange —— ③ Send the clothes. ★Note: In order to handle returns and exchanges for you as soon as possible, please be sure to clearly write the order number, order recipient and contact information on the after-sales service card #E-Smile

Dear customer, you OK! We promise to return the goods within the return and exchange time, and provide a one-year warranty. If there is any problem with your product, please contact our customer service for verification, and we will definitely give you a satisfactory answer. Thank you again for your support to us and wish you a happy life!

Dear customer, hello! If you have any quality problems, please contact our after-sales warranty. He will help you arrange it for one year. Thank you. Suggestions and support, your recognition is our biggest motivation~! We will continue to work hard to provide you with better products and services!

Hello! What are you not satisfied with? Tell us, We will do our best to solve it for you! Of course, we can also provide return service. You can first understand our return and exchange instructions (screenshot or text of the return and exchange instructions)

Hello, are you already upper body? Have you tried it? What are the main things that make you dissatisfied? I don’t know what style of clothes you like. Just tell me and I can take a look at it for you and give you some recommendations! You’re welcome, looking forward to it Can serve you again.

The quality of the product is very good. If you are satisfied, please bring your friends! I wish you a good mood every day!

Dear customer, hello, I am sorry for the inconvenience caused to you. As the official flagship store of the brand, Store, we support returns and exchanges within seven days without any reason (does not affect secondary sales). For the specific return and exchange process, you can log in to the XX account and fill in the information application for return/return of my order. Our customer service will review and review it within 24 hours. Through you, you can send the goods back as required (if you return the goods, the one-way shipping fee back to the merchant will be determined according to the responsibility. For non-quality reasons, both parties to the exchange will bear the shipping fee respectively!). We will help you handle it as quickly as possible, please wait patiently. If you have any other questions, please contact online customer service in time, thank you!

Invoice category

Dear customer, hello , our store provides formal invoices. (After confirming receipt of the goods, please contact our customer service colleagues to provide the order number and write down the header and tax number you need. The company's financial department will send it by ordinary express at the same time. The postage is paid by us.) Please feel free to choose Favorite product. Thank you for your consultation. If you have no other questions, please click the "heart-shaped" button to evaluate this service. I wish you a happy life!