Basic principles of communication between Taobao customer service and customers

First, the principle of communication with customers:

1, not for a moment:

The most taboo to communicate with customers is to be able to chat for a while. Although you will get a short-term sense of victory, you will never convince your customers, which will only make your future work more difficult. When communicating with customers, don't pretend to be a teacher, and don't act as if nothing has happened, which will arouse customers' disgust and backfire. The real communication skill is not to argue with customers, but to guide customers to accept your point of view or "tilt" to your point of view, to be reasonable and to be emotional.

2, take care of the customer's face:

If you want to convince the customer, you should take care of his face and give the customer a chance to go down the stairs. Take care of the customer's face, and the customer will give you face; It is not difficult for us to take care of customers' face, as long as you pay a little attention to your attitude and wording;

3. Don't show off your technical terms too much:

Be sure to remember that among the people you usually contact, they may not know your major at all; When communicating with customers, don't always think that you are superior and know everything, but be a teacher. When explaining technical terms to customers, the best way is to use simple examples and simple methods to explain them, so that customers can easily understand and accept them and take pains to explain them; Otherwise, customers will lose patience to listen to your explanation, so that you can't achieve your goal at all.

4, safeguard the interests of the company:

Safeguarding the legitimate interests of the company is what every employee should do, and it is also the starting point and basic principle of our communication with customers. When communicating with customers, we can't win customers' goodwill at the expense of the company's interests, and we can't exchange customers' personal gratitude or personal gains for the loss of the company's or others' interests.

Second, communication skills with customers:

1, seize the customer's heart:

Understanding each other's psychology is the premise of good communication with others. Only by understanding and mastering each other's psychology and needs can we be targeted in the communication process and properly cater to their interests. The other person may regard you as his confidant, and the problem may be solved better or at least you have succeeded half way.

2, remember the guest's name:

Remembering the names of guests can make people feel happy and have a sense of satisfaction, which is a very useful magic weapon in communication. Remembering the guest's name is more effective than any kind words, and it can touch the other person's heart.

3. Don't be stingy with your "praise language":

The deepest desire of human nature is to have the appreciation of others, which is the difference between human beings and other animals. If you often wear a "top hat" for your guests, maybe you will change a person's attitude. Only in this way can we further develop people's potential and make people wearing "high hats" feel valued.

4. Learn to listen:

You should pay full attention to the importance of "listening" in communication. You can be good at expressing your own views and opinions, grasp the hearts of customers and let them accept your views and opinions, which is only half the success of your communication; The other half of success is being good at listening to guests. Whether you can listen or not is an important sign of whether a person can communicate with others, whether he can really communicate with others and be a loyal listener. At the same time, let the guests know that you are listening, and you should take it seriously whether you praise or complain. In the process of talking, customers will be moved by your listening attitude, and will agree with your personality, laying a good foundation for your next explanation.

5, pay your sincerity and enthusiasm:

People always change their minds. If you are sincere to your customers, they will be sincere to you. Treat customers sincerely, but also have enthusiasm. Only by showing your sincerity and enthusiasm can communication succeed. "Sincerity" is a necessary condition for successful communication.

6. "Look at people and eat vegetables"

Different communication occasions need different communication methods, and different people need different communication methods. Only by adapting to local conditions and improvising can we ensure the communication effect.

7. Cultivate a good attitude

Only if you have a good attitude can guests accept you and get to know you; When communicating, put enthusiasm into it; When communicating, treat customers like friends.

Expansion: the basic skills of communicating with customers

Basic communication skills with customers, good first impression.

A good impression includes not only decent clothes, but also generous manners and calm attitude. The intrinsic quality of the salesman tunnel is actually equivalent to the texture and grade of the goods. Every move of the clerk will form an impression in the customer's mind, which will ultimately affect the customer's view of the store and products.

Basic skills of communicating with customers and paying attention to customers' needs.

It matters if you care. No matter what industry you are engaged in, good interpersonal relationship will give you a great boost. As we all know, Joe Gillard is a legend. He can sell any product to anyone at any time and place, but he also lost his business because he didn't pay serious attention to the needs of customers.

The basic skills of communicating with customers make customers feel enough enthusiasm.

Enthusiasm is the key to effective communication. When you are indifferent, failure begins. The sales staff's love for products will affect customers' decision-making. The success of those top salespeople lies in their exciting enthusiasm for their shops and products at any time and under any circumstances.

Basic communication skills with customers, respect customers.

Respect is a passport to effective communication with customers. Because the deepest desire of human beings is realization. The feeling of being an important person. When you give your customers the feeling of being respected, and your competitors don't give him this feeling, customers will compare in their hearts and then lean in your direction.

Basic communication skills with customers, positive attitude.

Some salesmen began to worry before communicating with customers: what if customers refused in every way? What if the sales are unsuccessful? The more worried you are, the more likely you are to have problems in communication, because you will inevitably pass on this negative emotion to your customers, and of course you will not achieve the purpose of effective communication.

Basic skills of communication with customers, comprehensive grasp of product information.

Being familiar with the basic characteristics of our products is actually a basic quality of sales staff. Only by fully understanding the characteristics of products can we fully and effectively explain and answer all kinds of product questions raised by customers.

Basic communication skills with customers, and clearly express their views.

Due to nervousness and other reasons, salespeople may be eager to express their sales intentions and ignore their own expressions, and even make mistakes in language expression, which will lead to difficulties in communicating with customers. Therefore, salespeople should try their best to let customers get the relevant information they want to know in the clearest and concise language.

The basic skills of communicating with customers don't go straight to the point.

Salespeople should not rush to launch a sales offensive against customers as soon as they see them. At this time, consumers just want to know more basic information and don't want to make a quick decision. At this point, if the sales staff are too eager for quick success and instant benefit, it will arouse consumers' resentment and is not conducive to further communication between them.

Basic communication skills with customers, and listen to customers' needs patiently.

Listening is also an effective way of communication. If you want to impress customers in the shortest time, don't just talk about yourself, and say some boring topics to make customers feel bored. We must listen carefully to customers' views and requirements on products, and only in this way can we communicate with them in a targeted manner. Of course, in the process of listening, we should not show indifference and indifference, but should respond or agree appropriately.

Pay attention to the basic skills of communicating with customers.

During the conversation, if you find that the customer is not interested in some introductions, stop immediately. When the customer points out that the product does have shortcomings, don't hide or ignore it, but respond positively. For example, when customers suggest that the product's functions are not as complete as the brand, you may wish to affirm the customer's opinions first, and then point out other advantages of the product.

One of the basic skills of communicating with customers is not to deny their views.

Customers may have different views and opinions from us. If we tell them mercilessly that their views and opinions are wrong, it is likely to make them think that we are deliberately refuting their views and opinions, which will also lead to bad conversations. The more you can tolerate other people's opinions, the more you can show that you respect them. Such as answering "your point of view is also reasonable" and so on.

The basic skill of communicating with customers is not to grab words or interrupt.

In conversation, when the other person talks about different views or opinions from himself, he has the impulse to express his own views. If you interrupt at this time, it will give people a feeling of disrespect. You can't talk to each other. You think what he said is not worth listening to. You can silently write down what you want to say or key words, and express your views euphemistically when appropriate.

The basic skill of communicating with customers is not to expose customers' lies.

Many people are proud of being able to expose other people's lies and think they have the ability. In fact, this is just cleverness, not great wisdom. In the face of some lies from customers, whether they are well-intentioned or malicious, we should not expose them, just know what they are; Otherwise it will hurt their self-esteem, and the result can be imagined.

Basic skills of communicating with customers: don't say what you shouldn't say.

When you say something you shouldn't say, you often have to spend a lot of money to make up for it, and even cause irreparable lifelong regret. Therefore, communication cannot be irresponsible and outspoken; But if you don't talk at all, sometimes things will get worse. Therefore, in communication, we should try our best to think carefully before we speak.