項目五 客服技巧進階 4. Get prepared to mange your customer

跨境電商客服CustomerServiceforCBECGetpreparedtomangeyourcustomerAdvancedSkillsofHowcanonefindandidentifyvaluablecustomers?01Howtofollowupcustomers?02projectbackgroundHowtoefficientlymanagecustomers?03PART01BeequippedwithbusinessacumenBeequippedwithbusinessacumenRegularcustomersandimportantcustomersareoftenconvertedfromretailcustomers,butnotallretailcustomerscanturntobigcustomers.Therefore,customerservicepersonnelneedtohaveabusinessacumentodiscoverpotentialvaluablecustomers.BeequippedwithbusinessacumenAlthoughthisskillcannotbeformedintheshortterm,therearesomecommonlyusedtechniquesforreference:Valuablecustomerswillpaymoreattentiontoproductrichness,pre-stocking,supplyandwhethertheycouldgetcorrespondingdiscountswhenprovidedwithanincreasedpurchasequantity.Beequippedwithbusinessacumenstablesupply,largewholesalediscountsandflexibletransportationschemesarethebasicsforwinningvaluablecustomers.Asaresult,ifcustomerservicepersonnelcanactivelycommunicatewithcustomersandconsciouslyanalyzecustomers'historicaltransactiondataandpurchaseprocesses,theycanformmorereliableobservationsandsummaries,therebyfosteringtheacumentodiscoverpotentialvaluablecustomers.PART02BepatientwhenfollowingupwithcustomersBeequippedwithbusinessacumenOneoftheimportantreasonswhyfewnovicescangetbigordersisthattheylackcontinuousfollow-upstrategiestokeycustomersintheircustomerservicework.Afterreceivingthefirstroundofquotationsfrommultiplesellers,theyoftenmakehorizontalcomparisonsonallquotationsandlogisticservices.BeequippedwithbusinessacumenTherefore,afterthequotation,customerservicepersonnelshouldactivelycontactthebuyeronaregularbasistoclarifytheirdemands,andadjusttheproductprice,logisticmethod,deliverytime,andcustomsclearancemethodsinatimelymanner.PART03ClassifycustomersscientificallyClassifycustomersscientificallyTherefore,usingscientificanalysismethodstoreasonablydistinguishcustomergroupsandprovidingdifferentiatedgoodsandservicesaccordingtothecharacteristicsofdifferentcustomergroupsisofgreatbenefittoimprovingthemarketingefficiencyofstores.Comparedwithothere-commerce,thecustomerrelationshipmanagementofCBECismorechallengingClassifycustomersscientifically3.1

Socialattributes3.2

Behavioralattributes3.3

Valueattributes3.1SocialattributesSinceconsumersfromdifferentcountriesnaturallyhavedifferentculturalbackgroundsandconsumerneeds,wecanclassifycustomersbycountryaccordingtotheiraddressesinthefirstplace.Bylayingoutcountrydistributionofthemaincustomergroupsofthestore,onecanadjustmarketingmethodsandoptimizingproductsaccordingly.3.1SocialattributesForexampleasportsshoethathasreceivedravereviewsfromtheAmericancustomersandhasahighsalesvolumemaygetcoldshouldersfromtheBrazilianbuyers.wecanoptimizetheproductsinatargetedmanner,ordesignamarketingstrategyforBrazilianbuyersinPortuguesepagesthatissuitableforthistypeofcustomergroup.3.2BehavioralattributesAccordingtodifferentconsumptionbehaviorsofcustomers,typicalcustomerportraitscanbedepicted.Basedondifferentcustomerportraits,onecanadoptvariousmarketingstrategiesandcommunicationskillsaccordingly.3.2BehavioralattributesForexampleafteranalyzingcustomerdata,wemayfindthatsomebuyersliketobuydiscountedgoods,theyareusedtoconsultingcouponsandfreeshipping.Whilesomecustomersprefertochoosehigh-pricedproducts,theyconcernedabouttheafter-saleterms.3.2BehavioralattributesSomecustomersarefastidious,andtheymaygivemediumorevenbadreviewsifimpropercommunicationisconfirmed.Therefore,summarizingtheconsumptionbehaviorofdifferentcustomergroupsisactuallythebasisforunderstandingthetrueneedsofcustomersandprovidingmoretargetedservices.3.3ValueattributesInvarioustradingplatformsofCBECseller'sgradingsystemisstrict,meanwhile,eachplatformalsoregulatesthebuyer's