Raytrans E-commerce Network Reception Standards and Network Customer Service Standards and Procedures

I. Purpose

1. Enable customers to understand the company's product and service information, and find specific information that meets their needs.
2. Help customers answer product-related questions and resolve their doubts.
3. Interact with customers to gain a comprehensive understanding of customer information and needs.

II. Scope of Application

E-commerce, sales, branch offices, subsidiaries, all franchise agents, project Party A, and Party B.

III. Responsibilities

1. Network Promotion Department:

   1. Search for potential customers through online platforms and telephone visits;
   2. Promptly answer online customer inquiries and telephone consultations;
   3. Collect and organize industry information, market dynamics, and competitor information;
   4. Complete the promotion and publicity of the company and its products;

2. Sales Department:

   1. Complete the handover work with customer service;
   2. Follow up with customers and establish good relationships;
   3. Achieve successful sales.

IV. Definition

Job Requirements:

1. Be thoroughly familiar with product features, functions, and precautions;
2. Whether by phone or QQ, receive users with enthusiasm, vitality, and standardized language;
3. Use the Internet as a medium to implement marketing activities with new methods, approaches, and concepts. Promote the company's products or services to seek more sales opportunities.
4. Be familiar with products and provide potential users with comprehensive and useful information such as product technical specifications, performance, style, price, usage methods, functions, and features.
5. Be familiar with product circulation procedures (including product variety, product composition, product price, product advantages and disadvantages, product packaging, product taste and specifications, product inventory, transportation methods, transportation costs, and transportation procedures).
6. Stay informed of the company's current promotional and discount activity information in a timely manner.
7. Be familiar with the customer information of existing clients.

V. Practical Operations

1. Telephone Answering Procedure

1. Customer calls in proactively: Hello, welcome to consult Raytrans Company. I am your customer service representative. I am very glad to serve you. How may I help you?

Understand customer needs and identify key points:

(1) Provide relevant information according to the buyer's needs;
(2) Engage in cordial communication to fully understand the buyer's actual needs and build rapport;

2. Customer service makes appropriate follow-up calls to establish long-term relationships with buyers.

2. Online QQ or Platform Customer Reception Procedure

1. Customer leaves a message via online QQ or platform: Understand the customer's needs and contact information;
2. Proactively contact the customer: Hello, this is Raytrans Company. We are a manufacturer of private network optical fiber communication equipment. We are very glad to connect with you again. We noticed you left us a message earlier. How may we help you?
3. Understand customer needs and identify key points:

(1) Provide relevant information according to the buyer's needs;
(2) Engage in cordial communication to fully understand the buyer's actual needs and build rapport;

4. Recommend solutions to generate interest:

(1) Carefully analyze the product category the buyer needs, rather than simply answering the product they inquired about;
(2) Provide categorized service based on customer type;

5. Eliminate objections and enhance purchase desire:

(1) Provide product information, answer questions in detail, and resolve doubts;
(2) After understanding the buyer's situation, help the customer with analysis and explanation from a professional perspective;

6. Conclude the conversation and strive for face-to-face discussion: Collect the buyer's personal information to further build rapport.

7. Continue follow-up and establish good relationships:

(1) Relevant sales personnel follow up and contact the customer;
(2) Customer service makes appropriate follow-up calls to establish long-term relationships with buyers.

3. For standard Q&A, please refer to the appendix and the product answer manual.

4. Customer Follow-up Procedure

1. If a preliminary transaction intention is reached, the relevant sales personnel will follow up and contact the customer, and customer service will make appropriate follow-up calls.
2. If no preliminary transaction intention is reached, customer service will make timely follow-up visits to establish good relationships.

5. Development Email Content and Format

VI. Related Supporting Documents

Product price list for xx; product manual for xx; common technical Q&A manual for xx;

VII. Related Forms

Website telephone consultation statistics form;
Website ranking search statistics form;
Industry information search form;
Online visitor customer information overview form;

VIII. Tips for Improving Online Customer Service Satisfaction

Since online customer service cannot communicate with customers face-to-face and can only express through text, customers cannot hear the tone of the customer service representative and can only judge through text, which may cause misunderstandings. Therefore, when communicating with customers online, we should pay attention to the following:

1. Respond quickly:
   When a customer initiates a chat, the customer service representative should greet the customer within 30 seconds with "Hello!" because first impressions are very important.

2. Personalized service:
   When not busy, do not use auto-replies or preset response phrases. Do not make customers feel that the customer service is mechanical.

3. Keep careful records:
   Take every chat process with each customer seriously. Never forget customers' special requirements. Keep records and make timely notes.

4. Use a warm tone:
   When replying to customers, use more modal particles such as "...oh", "...ah", "...then", "okay" to make customers feel that the customer service is friendly rather than stiff, reducing misunderstandings.

5. Use emoticons:
   Appropriately use the emoticons provided by the chat tool during conversations. They can not only replace text but also make customers feel that the chat is pleasant, relaxed, and the service is enthusiastic.

6. Answer every question:
   Always respond to customer questions and replies, even with just one word or one emoticon. Do not ignore customers based on your mood or because you feel a question is not worth answering.

7. Understand customer needs and recommend products:
   Communicate with buyers to understand their needs;
   Understand the purpose of purchase and recommend products appropriately and specifically, so customers do not feel you are selling but still feel your enthusiasm.
   Provide buyers with authentic and reliable product information and service commitments;
   Understand buyer-related information, find topics and common ground, expand the scope of communication, and downplay the existence of the transaction.

8. Shorten interaction service time:
   For some questions that you know the customer will ask next, answer them in the previous response to shorten each customer's service time and also convey a sense of service proactiveness. For example, customers often ask how many days it will take to receive the product. When answering their previous question "When will it be shipped?", you can add "Generally arrives in 3-5 days," which gives a good impression.

9. Calm the customer first:
   If a customer complains about receiving the wrong item or missing items, first calm the customer down, promptly check the cause, and do not forget to say "Please wait, let me verify!" If items are indeed missing and need to be resent, inform the customer of the reshipment tracking number as soon as possible. This builds customer trust and recognition of our work efficiency.

10. Make customers feel VIP service:
    Remember information about regular customers, such as addressing them directly by surname, e.g., "Mr. Zhang," "Miss Gao," or remembering their shopping habits, e.g., "Are you not buying the NTD421 this time? Still shipping via YTO Express as usual, right?" This makes customers feel valued and increases their loyalty.

11. Remind about supporting services:
    If you see that a customer's order qualifies for the company's promotional activities, remind them in a timely manner to create surprises and avoid misunderstandings, reducing customer complaints.
    Kindly remind customers whether they have other needs, try to make associated sales, and increase the average order value.

12. Guide the transaction:
    Then guide the customer back to the transaction, have them place the order, and complete payment.

13. After-sales suggestions:
    After payment, try to secure a positive review from the buyer after receiving the goods; suggest that buyers bookmark our website so they do not miss future promotional activities.

14. Thank the customer for visiting:
    At the end of the chat, do not forget to thank the customer. Sending an emoticon or a word of thanks makes the transaction pleasant! Do not proactively signal the end of the conversation before the customer indicates they want to end it. Thank the buyer for their trust and support, offer well wishes, and welcome them to visit again.

IX. Prohibited Behaviors for Customer Service Personnel:

1. Keeping inquiring customers waiting for a long time;
2. Arguing or disputing with customers;
3. Making random promises to customers;
4. Directly rejecting customer requests;
5. Being careless, indifferent, or mechanical in responses during chats with customers. Customer service personnel must avoid a cold attitude or mechanical responses to customers during conversations, especially for questions beyond their capability.
6. Ignoring customers' reasonable requests, failing to make timely notes, leading to customer complaints;
7. Avoid using: "I don't know," "This has nothing to do with us," "Do you still need to ask such a question?", "Didn't I already tell you? Why don't you understand yet?", "I'm busy, I don't have time to answer your questions."

Appendix: Common Language Examples

Principles:

Highest standard: (Through the computer screen) let customers see the smile; when answering customer calls, let customers hear the smile; in words, let customers feel sincerity.

Highest principle: Make customers feel at ease and comfortable.

1. Fast (respond quickly, professionally, and skillfully)
   The greeting time for customer visits should not exceed 15 seconds. Typing speed should be fast with no typos. For each customer inquiry, the waiting time should not exceed 20 seconds. If the answer is too long, it can be split into multiple responses.

2. Polite (show respect, sincerity, patience, and professionalism to customers)
   Make customers feel valued and avoid any sense of impatience.

3. Cordial (offer praise and enthusiasm)
   Maintain proper boundaries in sales. Avoid excessive enthusiasm without observing customer reactions, as it may backfire.

Examples of Common Q&A:

1. Welcome messages:
   Dear customer, hello! Welcome to consult xxx. I am customer service XX. Glad to serve you!

Dear customer, hello! I am customer service XX. How may I assist you?

Hello! Dear customer, how can I help you?

I'm here, dear. Glad to serve you. How may I assist you?

We apologize, but this product is currently not available in our store. You may consider other products of similar price and performance. If you'd like, I can make a recommendation for you.

Hello! Welcome to XX Company. I am customer service XX. Glad to serve you. How may I help you?

2. Confirm whether the product the customer needs is in stock, and confirm the power supply, optical module, and user interface type:

Answer 1: Hello, this product is in stock. Could you please specify your requirements: power supply, optical module, and user interface type?

Answer 2: Hello, all products displayed on the webpage are in stock. If needed, I can note down your parameters.

Answer 3: Hello, we apologize, but this model is out of stock. However, similar styles and the same series are available (provide link), and they are also quite good. You may consider them.

3. Customer does not know which product to choose:

Answer 1: Hello, what requirements do you have for the product you need?

Answer 2: Hello, we have many products for sale on our side. Let me send you a product list for your reference.

Answer 3: Hello, let me recommend a few products that can meet your requirements. Their differences are: ...

4. Customer is skeptical about the brand or reliability:

Answer 1: Hello, our company is... (Top 10 reasons to cooperate!)

Answer 2: Hello, our products have been verified in domestic and international operations for over a decade and have been OEM'd by many companies.

5. Price negotiation dialogue:

Haha, this really puts me in a difficult position. Let me ask my supervisor if we can offer you some discount, but I estimate it might be difficult. Please wait a moment...

I'm very sorry, but the price you mentioned is very difficult to obtain. However, we can give you a small gift.

Let me ask again; otherwise, I really can't handle it.

Dear, thank you for purchasing our products. We look forward to working with you again. Welcome back anytime.

Hello, we are professional manufacturers of private network communication equipment. Although our prices are slightly higher than small companies, you can buy with confidence because we have over a decade of reputation as a guarantee. Quality assured!! The price has already been reduced to the minimum profit margin. We kindly ask for your understanding. Thank you!

6. When the customer is not interested:

Answer 1: Hello, our company has a promotion today: spend xxx yuan and get xxx yuan off, plus bonus points for limited-time flash sales. (Explain the company's activities of the day to the customer.)

Answer 2: Hello, besides promotional items, our company also has newly listed products at 20% off. Please consider it.

7. Payment dialogue:

Dear, the price has been adjusted for you. The total is xxx yuan. You can pay at your convenience. Thank you for purchasing our products.

Dear, I can see that your payment has been successful. We will ship your order promptly. Thank you for purchasing our products. Please feel free to contact me anytime if you need anything.

You're welcome. I look forward to serving you again. Have a great day!

Please remember to give us a positive review after receiving the goods!

8. Regarding shipping costs:

9. Regarding delivery:

Reply 1: Hello, the courier services we work with are XX Express, XX Express, and EMS. The default is XX Express. May I ask which courier service is available in your area?

10. Regarding order confirmation:

Reply: Thank you for shopping with XX Company. We will arrange shipment for you as soon as possible. Please be patient and we look forward to a pleasant cooperation. (emoji)

Don't forget to thank the customer: "Thank you for visiting ***** Company! Feel free to come back anytime!"

After-sales:

11. Customer urges shipment:

Reply 1: Hello, our preparation time is 48 hours. Once your order is ready, we will ship it out as soon as possible. Please be patient.

Reply 2: Hello, since the product you purchased requires custom production and burn-in testing, there may be a slight delay in shipping. We apologize for any inconvenience caused and ask for your understanding. We will dispatch your order as soon as we receive the goods. Please be patient.

Reply 3: Hello, we do not ship on weekends. Orders placed on Saturday and Sunday will be dispatched together on Monday. We appreciate your understanding.

Reply 4: Hello, the product you purchased has been packed by our warehouse team and is ready for pickup by the courier. We just haven't had the chance to issue the tracking number yet. Please be patient.

12. Customer inquires about shipping progress:

Reply 1: Hello, please hold on a moment while we check that for you.

Reply 2: Hello, we are currently experiencing a high volume of inquiries, so it may take a while. If you don't mind, we can provide you with a website where you can track all courier shipments (provide link). You can follow your package's progress there, which will make tracking more convenient in the future. (emoji)

Reply 3: Hello, due to the year-end peak season, courier companies are experiencing high shipment volumes and warehouse overflow. Additionally, weather conditions in some regions along the delivery route may cause delays of approximately 3-5 days. The exact timing depends on the courier's delivery status. Please be patient.

Reply 4: Hello, we ship within 1-3 days, and delivery generally takes 3-5 days after shipment, depending on the destination region and the courier's delivery progress. Please be patient.

13. Customer is dissatisfied with the product after receiving it:

Reply: Hello, we manufactured and shipped the product according to your required specifications. Other services are provided as complimentary. (emoji) If you are truly unsatisfied, we support a 7-day no-reason return or exchange policy in accordance with the contract terms.

14. Customer reports quality issues after receiving the product:

Reply 1: Hello, may I ask what quality issue you have found with the product? Could you please provide us with photos so we can verify with our warehouse?

Reply 2: Hello, after reviewing the photos you provided, we have confirmed that this is indeed a product quality issue. Could you please send the product back to us so we can arrange a replacement or refund? Please cover the return shipping cost on your end for now, and once we receive the returned product, we will contact you regarding the return or exchange. (If the customer agrees to accept compensation instead, there is no need to have them return the product.)