如何增强在线客服的沟通技巧-客服（How to enhance the communication skills of online customer service - customer service）.doc

如何增强在线客服的沟通技巧-客服（How to enhance the communication skills of online customer service - customer service） The basic needs should be as follows: First, the online customer service needs warm service: in Taobao, buyers and sellers online customer service is not met, how to make guests feel the enthusiasm of online customer service? 1, online customer service can use some want expression, will make you more vivid words, such as say hello, can add a smile; when Oh, hey hey such as the tongue or mouth to smile and etc.. 2, online customer service in time to answer guest more than a few words, for example: well you can write you, please wait would be written please wait Yo, this is not let the guest feel that you are more willing to do this thing? 3, guests want to leave when I remember to say a few words, for example, online customer service can be said to Pro day, can stand up activity, online customer service can be said to pro at night, sleep well, so that the skin will be better and so on, make the guest feel that online customer service is very attentive oh. Two, treat others sincerely: 1, online customer service must faithfully describe your baby to the guests. For example, my family book, there is a small problem I will not send out, but sometimes there will be only one copy of the situation. At this point, I will explain to the guest where there is a small problem, if the guests are willing to buy, I would discount, how much to sell, if you do not want to, you can not. In fact, these small problems in my family and friends are not a problem, saying I always wear a magnifying glass to read the book, ha ha. In fact, I just want my guests to receive perfect babies and use them to record good moods. 2, for all transactions, online customer service should be fully understood. For example, once I sent a heavy 8 kg package to Haikou, before playing a lot of courier companys phone, said the minimum 60 yuan, after consultation, received 45 yuan courier fee. When I send expr