What are the tips of Taobao customer service to urge payment?

Shops who open stores online often meet some buyers who have placed orders but delayed payment, which will make people very upset. Whether to buy or not will automatically close the order after a period of time. At this time, our Taobao customer service will play a role, analyze the buyers and then urge the buyers to pay. So how should we rush the payment? The following is the content of Taobao customer service reminder skills that I have compiled for you. Welcome to read! Want to know more, welcome to pay attention to the forum!

Taobao customer service can't take the work of urging payment too simply. If the buyer is not happy by accident, then the order will be gone. This is actually very knowledgeable. Whether the urging payment is successful depends on the ability of Taobao customer service. Although there are some external factors, the subjective role is our buyer's intention.

1. Whether to consult to place an order

1. Inquiry form

If the buyer places an order after consulting, but fails to pay, then Taobao customer service needs to find out the reasons for the buyer's failure to pay in the chat record, such as whether the postage, gifts, price, etc. have not reached an agreement. At this time, Taobao customer service can give discounts to the buyer, etc., and appropriately relax its authority to allow the buyer to pay while ensuring the profitability of the store.

2. No inquiry form

If the customer hasn't consulted, this situation may be a mistake, a dislike of the product, a spoof by peers, etc. After all, our Taobao customer service doesn't know the situation. If the Taobao customer service with a relatively large amount can call for consultation, the amount is relatively small. You can contact the buyer with Want Want, and don't let the buyer pay directly here, so that others will be in conflict. The consultation speech can be: "Dear, I am the customer service of xx online store. You took a product in our store the day before yesterday. It shows that you haven't paid yet. This product is invigorating. You can give a gift when you buy this product. After the event, it will be gone. If it is convenient for you to pay today, we will arrange delivery for you immediately. "

Second, try to communicate and analyze the purchase intention

If you place an order after the information, but you don't pay, in the process of talking with the buyer, Taobao customer service will accurately judge the buyer's age, gender and purchase intention according to several questions asked on its own initiative, which will help Taobao customer service to grasp the buyer's purchase psychology, then analyze whether the buyer's purchase desire is strong or not, and finally prescribe the right medicine to urge the buyer to pay.

3. Pay attention to time and don't disturb the buyer's rest.

Taobao customer service should pay attention to: never make a payment before 11 o'clock in the morning, during lunch break and rest days, which will make the buyer very annoying. No one needs to be disturbed by others during his own rest time, and he is also a person who urges you to pay, so the success rate is very low. Therefore, when Taobao customer service makes a payment, it is necessary to avoid.

Fourth, understand the buyer

There are two reasons why the buyer fails to pay in time:

1. If the payment conditions are not available, it may be a novice buyer who doesn't know how to operate, Alipay has no money, and has difficulties in payment, etc. These Taobao customer service can help the buyer solve the problem, and you can help the customer to pay as soon as possible by Wangwang or telephone.

2. We don't want the product after taking it. We should also understand this situation. After all, the transaction is voluntary. We can't force others, be warm and polite, and don't be aggressive. Now he doesn't buy this product, and he may buy other products in the future.

the above are the payment urging skills that Taobao customer service needs to master.

Further reading:

Service skills for special customers that waiters should master

1. Customers in a hurry

Customers who are in a hurry should first be introduced to a nearby fast food restaurant if they want. If there is no fast food restaurant, it is necessary to briefly introduce the waiting time of their order to customers and introduce some ready-made foods. When serving, you should provide drinks quickly and serve dessert and main course at the same time. If possible, guests should be advised to order portable food and provide service as quickly as possible.

2. Hesitant customers

You can give suggestions to such customers, but don't rush them. If customers spend too much time ordering food and blame themselves, don't look angry, and don't make customers feel guilty for ordering food.

3. Dieting customers

The service staff should know the ingredients, materials and preparation methods of each dish, and know which dishes are not suitable for dieting. Appropriate alternative dishes should be introduced to these customers according to the restaurant system.

4. "Noisy" customers

Such customers will deliberately create "noise" in restaurants, which will affect other customers. Attendants should try to separate "noisy" customers from other guests when arranging seats. If noise becomes a problem, you should report it to the foreman and manager to discourage it.

5. Angry customers

Angry customers should be allowed to vent, show that they attach importance to what they have mentioned, and try to help them. After the guests calm down, they should ask some questions with concern. If food and drink are spilled, don't go to the customer's cause, but wipe the table with a service towel, cover the dirty place with a clean napkin, and replace the spilled utensils. If it spills on the floor, cover the dirty place with a chair, change the dining table for the guests, and notify the foreman or manager if necessary.

6. Complaining guests

If the food ordered by the customer is not on the menu, apologize politely and introduce similar dishes to the customer; If the guest is picky about the raw and cooked main course, he should not hesitate to change it, and should listen carefully to the customer's complaints and report the unresolved problems to the manager or relevant personnel.

7. Unreasonable customers

Waiters should treat these unreasonable customers politely. If customers don't understand, try to avoid getting involved; Or try to treat these customers as naturally as possible, and avoid being too close to the table except providing necessary services. If someone misbehaves, he should report to the manager to avoid quarreling.

8. Poisoned customers

If a customer is poisoned, report it to the foreman and manager immediately, and don't move the customers' drinks and medicines.

9. Children customers

Children are cute little customers, but they may also be the biggest problem. In order to make the child happy, the service staff should do a lot of work: arrange him in a seat far away from the aisle, provide a high chair, and remove dangerous goods that the child can touch; Don't play and laugh with children; Before serving the children, ask their parents if they need cookies to make them happy. Don't ask your child what he needs without parents' request. The serving size for children should meet the requirements of the restaurant. Provide more napkins during meals and hot and wet towels to wipe your hands after meals.

11, elderly customers

The elderly are suitable to sit away from the restaurant's voice area, but don't separate them from other customers. Help the elderly choose dishes that suit their nutritional requirements. If the customer asks for the quantity of the dish ordered, the waiter can discuss it with the chef to satisfy the elderly customers. Remember that the elderly should not eat too many sweets.

11. Blind customer

Ask the blind customer to hold your left arm and guide you to your seat. Don't touch his cane. Take away unnecessary clutter on the table. Condiments should be close to guests. Explain the menu and its price to the guests, ask about the food they like, and speak with a pleasant voice and normal speed. Explain the names of dishes on the table to the guests when serving. When handing in the bill, you should quote the price and total cost of each dish loudly.

12. Disabled customers

Many disabled customers need some special help. Moving the chair to make the wheelchair close to the dining table is the quickest and best help, and then put the customer's cane behind the chair.

13. Sick customers

If customers fall ill during meals, they should immediately report to the manager and inform the medical staff for help. And remind customers' companions to give necessary help. If the customer falls or loses consciousness, do not move him. If the customer wakes up, try to keep him awake and wait for the doctor to arrive. ;