Taobao customer service must grasp the discretion and master the skills when talking with customers. Some novice sellers may not know how to communicate with customers effectively when they are new to Taobao. Here I carefully arrange some common words used by Taobao customer service. I hope I can help you. Customer service words 1

1) I can understand;

2) I understand your feelings very well;

3) I understand why you are angry. If I were you, I would feel the same way.

4) Please don't worry, I understand your feelings very well, and we will try our best to solve it for you.

5) If I had so much trouble with you, it would be your mood now;

6) It's inconvenient for you to have such a thing happen, but we should face it positively, right?

7) That's right. If I encounter so much trouble from you, I will feel very wronged.

8) I understand your feelings very well. Please rest assured that we will definitely check it out and give you a satisfactory answer.

9) I really understand. Please rest assured that we will definitely check it out and get back to you.

1) "I can hear that you are anxious", "I feel that you are worried" and "I can understand that you are angry. Let me give you other suggestions. What do you think?" "I can feel your disappointment, and what I can help you is ..." "I can feel that XXX's situation and business have brought you unnecessary trouble;

11) "If it were me, I'd be very anxious …" "I feel the same way with you …" "It's quite irritating ……”

12) Hello, I'm really sorry for causing you so much trouble. If I were you, I'd be very angry, too. Would you please calm down and give me a few minutes to tell you the reason?

13) You are right, and I feel the same way;

14) We are very sorry for the inconvenience caused to you, and our feelings are the same as yours.

15) I can understand your feelings, and I will take care of them for you right away;

16) "Miss, I really understand you ...;

17) That's right. If I were in your trouble, I'm sure I would feel the same way.

2. Being valued

18) Sir, you have been our customer for XX years;

19) You are an old customer who has supported us for a long time;

2) As you are so familiar with our business, you must be our old customer. I'm sorry for our mistake.

21) Mr./Ms., I'm sorry that the previous service made you feel bad. Our company attaches great importance to customers' opinions, and we will reflect what you said to the relevant departments as soon as possible to make improvements.

Third, replace "you" with "I"

22) You have confused me-(for me) I don't quite understand, can you repeat your question?

23) You made a mistake-I think there may be a misunderstanding in our communication.

24) I have made it very clear-maybe I didn't explain it clearly, which made you misunderstand;

25) Do you understand? Do you understand my explanation? ;

26) what did you say? I'm sorry, I didn't catch that. Would you please say it again?

27) Do you need-(instead) I suggest .../Do you think it's ok ...;

Fourth, speak from the customer's point of view

28) This is mainly to protect your interests;

29) If anyone can help you with such an important business, your interests will not be guaranteed.

3) I know you will understand. This is to ensure the rights and interests of loyal customers who are as important to our company as you.

5. What kind of mouth is the sweetest

31) Thank you;

32) Thank you very much for your good suggestion, and we will reflect it upward, because with your suggestion, we will make continuous progress;

33) Thank you for your understanding and support (when the customer is dissatisfied but does not pursue it). We will continue to improve our service to your satisfaction;

34) Sir, you are an old customer of ours. Of course, we can't live up to your trust ...

35) Actually, we are very embarrassed to have caused you trouble this time. We will record what you said and feed it back to the relevant departments, and we will try our best to avoid the recurrence of the problem ...

36) Thank you very much for providing us with this information, which will help us.

37) Never mind. What is it?

38) Thank you for your support to our work. I hope you will continue to support us in the future!

39) Thank you for your service supervision, which will make us do better;

4) Thank you for your support to our company. Your feedback suggestions will be an important reference for our company to improve its work in the future.

41) Thank you for your feedback. We will strengthen our work training, and you are welcome to supervise our work at any time.

42) Thank you for your feedback. This problem has always been a problem that our company attaches great importance to. At present, besides the manual desk, we also provide other channels, and I hope you can provide us with better suggestions.

43) In view of the situation you just reflected, our company will continue to improve, hoping to bring you better service after improvement;

44) I'm really sorry for causing you such doubts and making you angry.

45) Thank you very much for your concern and support, and we will improve it as soon as possible;

46) Your suggestion is very good, and I agree with it.

47) Thank you very much for your valuable advice. It is an honor for our company to have a customer like you.

VI. The Art of Rejection

48) Miss/Sir, I can understand your idea very well, but I'm very sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first and contact you after verification, okay?

49) What you said does have some truth. If we can help you, we will do our best. Please forgive us if we can't help you.

5) Although we can't handle or solve this matter immediately at present, what I can do is ...

51) Thank you for your support for our company's activities! As many customers are interested in participating, XX has been redeemed/the designated products are out of stock (sold out), please pay attention to the future preferential activities;

52) Mr./Ms., thank you for your interest in XX business of our company. At present, we haven't got the latest information. I suggest you go to the website first, or call us later for consultation.

53) Thank you very much for your attention. It has not been developed for the time being. Please pay attention later.

54) Mr./Ms., thank you very much for your feedback. We will try our best to improve this problem, and we hope that you will continue to support and supervise our work. Thank you!

55) Miss/Sir, I can understand your feelings, so how do you want us to help you solve it?

56) Miss/Sir, you are our customer, and it is our job requirement to satisfy you as much as possible. I'm sorry, what you said does have some truth. If we can help you, we will try our best, and please forgive us if we can't.

VII. Shorten the call

57) Hello, in order to facilitate your understanding (memory), I will send the content to you by SMS (multimedia message), please pay attention to the inquiry;

58) Because there are many contents involved, I will send you the details by MMS, ok?

VIII. How to make customers "wait"

59) Sorry for taking up your time;

6) "Before waiting, remind me:" Sir/Miss, please wait a moment, and I'll check it for you right away "

61) After waiting, resume the call:" Sir/Miss, thank you for waiting, and I have found .../Now the result is ... "

62) Please wait a moment, and it will be ready soon.

63) Because it takes some time to query the data, I'm sorry to delay (you) a little time;

64) Thank you for your patience;

IX. Contents of records

65) Could you please provide specific information (detailed address, time, phenomenon, etc.)? We will give you the records so that the technical department can inquire and handle them as soon as possible. Thank you for your cooperation!

66) Thank you for your valuable advice, and we will record it to the relevant departments!

67) I really hope to help you. For this matter, our company will have someone to help you as soon as possible. Please rest assured ...

68) Hello, sir! XX is now in the stage of popularization. It is because of your use that we know the shortcomings of the new business after its launch. Thank you very much for giving us timely feedback on this deficiency.

69) This may be the fault of our staff, and we will give you feedback immediately. Please rest assured that we will give you a satisfactory result!

7) sir/madam, I agree with your proposal. I will record it and hope it can be implemented as soon as possible. Please pay attention! Thank you very much for your valuable advice; Customer service speech 2

1. When the customer accesses:

Hello, this is 99a&; Mi dou customer service department, glad to help you. What can I do for you?

2. At the end of the call, you should say

Is there any other question that can help you? (If the other party has no more questions) Thank you for calling and wish you a happy shopping!

3. When the user conducts business consultation, customer service inquires about information or asks questions that he can't answer accurately, or he has no relevant information for the time being, or he is not familiar with some information of the company (it is forbidden to answer customers' questions according to his own guess, which will cause customers' disgust)

You should say, I'm sorry, please wait a moment, and I'll help you check. (I can't tell the customer that I don't know, I don't know, I should ask the team leader in time and tell the customer in time. Press the wait key during the inquiry)

4. When asking the user to wait and answer the question again:

"Thank you for your patience. The question you asked is."

5. When you can't understand the customer's intention correctly, or because the customer can't express himself clearly (with accent): I'm sorry, I don't quite understand what you mean, would you please repeat it?

6. I don't have this information for the time being or it is estimated that the customer needs to wait for a long time. When answering the call: I'm sorry, the question you mentioned needs further verification. Please leave your valid phone number, and we will get back to you in time.

7. When asking for personal information of the customer:

I'm sorry that I can't provide you with personal information of the customer in order to safeguard the interests of the customer.

8. When users make some suggestions:

(1) Your suggestions are very important, and we will forward them to relevant departments in time. Thank you for your support! Or: Thank you very much for making this suggestion to us, and thank you for your support!

(2) If the proposal is not adopted, I'm very sorry, but we can't provide you with the content requirements mentioned in your proposal for the time being. Please understand! Thank you for your trust in our company. We will consider your suggestion. I hope you can continue to pay attention to us and support us in the future.

9. When the user asks to chat and takes up a long time (harassing the phone)

I'm sorry, we don't provide this service. Thank you for calling. Please hang up.

1. If the user speaks too fast, or uses dialect, and the voice is too low, I'm sorry, I can't hear you. Would you please speak a little louder? I'm sorry, I don't understand dialect, so please speak Mandarin. 11. If the user doesn't speak,

Hello, your phone is connected, please speak. If you don't speak after repeating it twice, I'm sorry, but there is no sound on your phone. Please redial later. )

12. When users praise the service of customer service, for example, thank you very much. You are the most patient customer service I have ever met. You're welcome. This is what I should do. Do you need any other help?

13. Complaints caused by system failure (network problems) or a large number of user inquiries.

I'm sorry, because of the temporary adjustment of the system, the relevant technicians are dealing with it. Would you please pay attention to our official website and try again later? I'm sorry On behalf of the company, I apologize for the impact on your use. We are actively solving it, and it will return to normal in about time. Please observe later. If you have any questions, please continue to contact us.

14. Standard terms when users complain:

(1) Those who can directly reply to users can calm their anger and understand the content of complaints:

Sir/Madam: First of all, I apologize for the inconvenience caused by this problem. Please tell us in detail what you want to respond to, and we will help you solve it.

(2) If you need to make an outgoing call, you can't reply directly:

I have made a detailed record of your (complaint/response) content, which will be forwarded to the relevant departments for solution soon, and we will inform you of the result immediately in the form of email after processing.

(3) When users complain that you or other customer service representatives have poor service attitude or are not very skilled in business, (after listening to the customer's statement): I'm sorry, you are very welcome to supervise our service, and we will pay attention to improvement in our future work, and thank you for your suggestion. (Pay attention to calming the customer's anger as much as possible when dealing with such problems to avoid escalating complaints)

(4) If the customer requests to reply the results again:

(5) When users criticize or praise:

Criticism: We understand your feelings very well, and we attach great importance to your questions. We will revise them in time to continuously improve the service level. Thank you for your criticism and correction.

Praise: Thank you. We will work harder.

16. When the customer makes a reasonable request:

We can give an answer in a short time: we will report your request to the relevant departments and give you an answer as soon as possible.

we can't give you an answer in a short time: we will report your request to the relevant departments in time, but due to some reasons, we may not be able to meet your needs for a while. Please understand.

17. The customer makes unreasonable demands:

This is beyond our service scope and may not help you. Excuse me!