Generally speaking, the after-sales service involved in JD.com stores is mainly divided into the following three aspects: normal trading period, dispute period, and later customer maintenance period.

① The after-sales service during the normal trading period mainly involves checking the order and the evaluation and explanation of the product. When handling the order and the item, the merchant should actively feedback, be timely and enthusiastic, tell the truth about the problems that arise, and gain the understanding of the customer with sincere service.

In terms of evaluation and explanation, you need to be grateful for the positive evaluation, and do a good job of self-inspection for the negative evaluation, communicate reasonably with the customer, explain well, and strive to get them to modify the bad review.

② When the store and the customer are in dispute, the merchant must first determine the specific source of the dispute. Is it a product dispute? Logistics dispute or service dispute? Understand the cause of the problem in detail, speak with facts, and help solve the problem with a calm and rational attitude. When communicating, pay attention to communication skills to avoid falling into meaningless verbal battles with customers.

③ In terms of customer maintenance, the main points are the same as those mentioned before, which are mainly to do a good job of customer return visits, continuously improve marketing promotion details, and find out the deficiencies.