Basic knowledge of Taobao customer service

1. What basic knowledge does Taobao customer service need?

1, familiar with the product: learn about the product.

For Taobao customer service, it is the most basic job to be familiar with the products of your store. Taobao customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Therefore, it is necessary to know the characteristics, functions and precautions of the product like the palm of your hand in order to answer all kinds of information about the product put forward by customers fluently.

2. Receiving customers: As a customer service guide, it is best to be enthusiastic and flexible. Then an excellent Taobao customer service should not only know how to receive customers well, but also guide consumers to make incidental consumption.

For those customers who bargain, first of all, we need to make a clear shop position: the price of baby is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store.

When receiving customers, some necessary greetings, customer consultation and answers, bargaining processing, delivery time and other necessary telephone contact with buyers. 3, cash on delivery order processing: online shopping, many buyers do not know the meaning of cash on delivery, directly choose cash on delivery. When receiving the goods, the price is more expensive than the website, so most buyers will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay a little more for express delivery, but if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for Taobao customer service, as long as you see the order of cash on delivery, you need to contact the buyer immediately, tell them that the price of cash on delivery is a little expensive, and confirm whether the customer needs cash on delivery. If the buyer agrees to cash on delivery, he can write a delivery order, otherwise he needs to place a new order.

Let Taobao customer service call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low. 4. Customer evaluation: After the transaction is completed, remember to write a comment to the customer, which is an opportunity to advertise to the store for free.

In the process of bad reviews, many friends were made to cry by this credibility. However, it is not impossible to handle bad reviews. As long as you find bad reviews, you should communicate with customers quickly and see what causes them. Customers will not give you bad reviews for no reason. First of all, we should understand the situation and then solve the problem. Ordinary customers will modify your evaluation. Of course, some buyers now get improper benefits through malicious bad reviews. In this case, the customer service is not helpless. First of all,

As an excellent Taobao customer service, the most important thing is empathy. Put yourself in the customer's shoes, consider the interests of the company, and think from the customer's standpoint to maximize customer satisfaction.

2. What basic knowledge does Taobao customer service need?

1, familiar with the product: learn about the product. For Taobao customer service, it is the most basic job to be familiar with the products of your store. Taobao customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Therefore, it is necessary to know the characteristics, functions and precautions of the product like the palm of your hand in order to answer all kinds of information about the product put forward by customers fluently.

2. Receiving customers: As a customer service guide, it is best to be enthusiastic and flexible. Then an excellent Taobao customer service should not only know how to receive customers well, but also guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: the price of baby is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store. When receiving customers, some necessary greetings, customer consultation and answers, bargaining processing, delivery time and other necessary telephone contact with buyers.

3, cash on delivery order processing: online shopping, many buyers do not know the meaning of cash on delivery, directly choose cash on delivery. When receiving the goods, the price is more expensive than the website, so most buyers will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay a little more for express delivery, but if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for Taobao customer service, as long as you see the order of cash on delivery, you need to contact the buyer immediately, tell them that the price of cash on delivery is a little expensive, and confirm whether the customer needs cash on delivery. If the buyer agrees to cash on delivery, he can write a delivery order, otherwise he needs to place a new order. Let Taobao customer service call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low.

4. Customer evaluation: After the transaction is completed, remember to write a comment to the customer, which is an opportunity to advertise to the store for free.

In the process of bad reviews, many friends were made to cry by this credibility. However, it is not impossible to handle bad reviews. As long as you find bad reviews, you should communicate with customers quickly and see what causes them. Customers will not give you bad reviews for no reason. First of all, we should understand the situation and then solve the problem. Ordinary customers will modify your evaluation. Of course, some buyers now get improper benefits through malicious bad reviews. In this case, the customer service is not helpless. First of all, as an excellent Taobao customer service, the most important thing is empathy. Put yourself in the customer's shoes, consider the interests of the company, and think from the customer's standpoint to maximize customer satisfaction.

3. What knowledge does online store customer service need to learn?

After-sales points to note:

1. Send tracking logistics information in time, so that customers can feel their attention in the store.

2. Handle the refund in time to minimize the refund dispute. At the same time, when the refund is relatively high, the customer service must pay a return visit to understand the buyer's feedback and improve it in time.

3. The transaction should be evaluated in time, and credit is very important. Always listen to customer service feedback. Some buyers ask the merchants to comment immediately after confirming the receipt of the goods, indicating that buyers also attach great importance to the change of their credit.

4. Be sure to explain the negative comments positively. If the buyer makes a wrong and unfair evaluation of your goods, you can make a correct and reasonable explanation in time under the evaluation to prevent other buyers from misunderstanding because of the wrong evaluation. Of course, there must be no such insults to customers and mutual approval of customers. It is often found that shopkeepers directly scold buyers after bad reviews. The influence of this behavior is far greater than the bad reviews given by customers themselves. Shops must know that this explanation is for the consumers behind, so don't be quick.

4. What knowledge and skills should Taobao customer service have?

Customer service refers to a customer-oriented value, which integrates all elements of managing customer interface in a preset optimal cost-service combination.

Do a good job in Taobao customer service should do the following.

1. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills, and have a certain ability to talk about judgment.

2. Be clear about all aspects of online store operation and management (baby editors go home, take off shelves, beautify pictures, store decoration, logistics, etc. It's best to open a Taobao shop and try online trading (buying and selling, shipping, etc.). ). Xiaowen Store was born under such circumstances.

Be familiar with the treasures in our store, so as to communicate well and answer customers' questions.

5. What knowledge and skills should Taobao customer service have?

Customer service refers to a customer-oriented value, which integrates all elements of managing customer interface in a preset optimal cost-service combination.

Do a good job in Taobao customer service should do the following. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.

It is necessary to clarify all aspects of online store management (baby editing merchants, taking off shelves, beautifying pictures, store decoration, logistics, etc.). It is best to open a Taobao shop and try online trading (buying and selling, shipping, etc.). ) The shop was born under such circumstances. Only by being familiar with our baby can we communicate well with customers and answer their questions.

6. Basic knowledge of customer service

Taobao customer service communication skills 1.

Welcome A. When receiving the first message from the customer, the first thing to do is to reply quickly, and don't let the customer wait for more than 10 second.

B. Welcome words include self-introduction. The specific format is: hello, I'm customer service number 8, and I'm glad to serve you. What can I do for you+smiley face expression Hello, welcome to XX flagship store, and customer service on the 8th will serve you wholeheartedly+smiley face 2.

Dialogue is the process for customers to understand our products. Customer service should first have a deep understanding of the company's products, stand at the height of the master, answer customers' questions about the products, and quote some professional terms and authoritative figures appropriately. But when introducing products, we should use words that customers can easily understand.

The key is to understand the product itself. 3。

Bargaining is the most common and headache problem in current customer service work. As a buyer, bargaining has become the most common habit in the online shopping process. Answer.

Greedy and cheap is not unaffordable, but bargaining has become a habit. B.

Psychology needs comfort, and success in bargaining can satisfy one's inner sense of accomplishment. For the above customers, first of all, we need to declare that our products are of high quality, the sales price is set by the company (already the lowest), and the price cannot be changed. This is the principle.

Usually by this time, some customers will no longer be entangled in the price. If the customer shows hesitation after your expression, then you can transfer the customer's ideology, tell them what preferential activities are available in the store at present, or give some freight discounts appropriately.

The core idea of bargaining process: tell them that the price of goods can't be favorable and the quality of products is guaranteed. It is this principle, combined with customer feedback, to give some gifts or freight concessions appropriately, to reach a deal. 4。

Payment link A. Some of them may be novice buyers, who encounter some problems in the payment operation and cannot arrive at the payment in time. At this time, you need to contact the customer actively, understand the problems encountered by the customer in a caring tone, and give guidance until the customer completes the payment.

If you haven't seen the buyer pay for a long time, you can say, "Hello, dear, is there a problem with the payment?" If there is anything unclear, you can tell me, maybe I can help you+smile. "B.

For some orders that need freight concessions, after reaching an agreement with the buyer, it is necessary to wait for the buyer to take the order, then modify the price, and then the buyer will pay. You can say to the buyer, "Hello, don't go to the payment page after shooting. You can pay after I modify the freight. "

"C. After the customer completes the payment, you can say," Dear, I have seen that your payment is successful, and we will deliver the goods for you in time. Thank you for purchasing our products. If you have any questions, please feel free to contact us. My name is customer service number 8.

Logistics link In the process of online shopping, logistics is a very important link, which affects the hearts of buyers and sellers. Answer.

Take the initiative to ask, "Hello, this is customer service number 8. Which city did you send the goods to? " According to the buyer's city, inform the buyer of our express delivery. "Hello, we are working with XX Express. You can buy it now and arrange delivery today. Under normal circumstances, it will arrive in about XX days. " B. Tell customers in advance that it will arrive in a few days, and some customers will ask, can XX arrive? Questions like that.

Be sure to inform the customer in advance, "Hello, because the express delivery is beyond our control, we can't guarantee the specific delivery time, only that we will arrange the delivery for you today, I hope you can understand." C.

When you meet a buyer in a hurry, you are asked to ensure that the goods must arrive within a few days. You can say, "If you are in a hurry, I suggest you use SF Express, that is, the freight is a bit expensive, within one kilogram of Jiangsu, Zhejiang and Shanghai 14 yuan, and within one kilogram of 22 yuan in other regions." For overweight and bulky goods, it is necessary to combine the weight and volume of the goods and the place where the customer receives the goods, calculate the freight and inform the customer.

6。 After-sales treatment process: appease-find out the reason-show your position-try your best to solve-sincerely apologize-thank you for understanding the following scenario 1 (G is the customer and K is the customer service) G: Hello? K: Hello, I'm Customer Service No.8, and I'm glad to serve you. What's the matter+smiling face G: It's been several days and I haven't received anything yet. What's the matter with you? Krishnamurti: I'm sorry for the delay. Just a moment, I'll check the logistics information.

(At this time, the customer service should check the buyer's order and inquire about the logistics information. Don't keep the customer waiting for too long. ) g: speed k: hello, I just checked the logistics information. The goods have arrived in your local area and may not have been delivered to you yet. (If there are too many replies, you can send them to customers in sections to avoid keeping customers waiting too long. ) k: ok, let's contact the courier company now, ask about the specific situation, and then give you a reply, and try to get them to deliver it to you as soon as possible.

K: I'm really sorry for the delay of your time because of the express delivery. Krishnamurti: As soon as possible … Krishnamurti: Well, thank you for your understanding. I'm very sorry for the trouble.

Usually after such a period of time, the customer's anger has dissipated by more than half. What you need to do now is to keep your word, contact the courier company yourself or after-sales customer service, verify the information, understand the specific situation, and give the customer a reply, preferably a telephone reply, so that the customer can feel our sincerity and enthusiasm in solving the problem. Principle of return and exchange: we will bear the return and return freight for the quality problems of the goods unconditionally.

If the customer doesn't like it, or because of the size, it can be returned, but the customer has to bear the freight for sending it back and the freight we delivered to the customer at that time. Most buyers are reasonable, and of course some are unreasonable.

For example, it is obvious that the size you bought is not suitable, but you insist that there are quality problems and require a return, or criticize the cable head, and the appearance is flawed. Wait, don't quarrel with customers at ordinary times. First, ask customers to take photos and provide evidence pictures. After taking photos, if it belongs to the quality problem of the goods themselves, it will be handled according to the return process.

It's not the product quality, but the appearance and packaging defects. Explain to customers reasonably that it is not a quality problem and will not affect normal use. If you really don't like it, you can also return it for a refund.

However, the customer has to bear the round-trip freight. ) Note: Yes.

7. What knowledge do you need to learn to do Taobao customer service?

After-sales points to note:

1. Send tracking logistics information in time, so that customers can feel their attention in the store.

2. Handle the refund in time to minimize the refund dispute. At the same time, when the refund is relatively high, the customer service must pay a return visit to understand the buyer's feedback and improve it in time.

3. The transaction should be evaluated in time, and credit is very important. Always listen to customer service feedback. Some buyers ask the merchants to comment immediately after confirming the receipt of the goods, indicating that buyers also attach great importance to the change of their credit.

4. Be sure to explain the negative comments positively. If the buyer makes a wrong and unfair evaluation of your goods, you can make a correct and reasonable explanation in time under the evaluation to prevent other buyers from misunderstanding because of the wrong evaluation. Of course, there must be no such insults to customers and mutual approval of customers. It is often found that shopkeepers directly scold buyers after bad reviews. The influence of this behavior is far greater than the bad reviews given by customers themselves. Shops must know that this explanation is for the consumers behind, so don't be quick.

8. What knowledge do you need to learn to do Taobao customer service?

Pay attention to the following points after sale: 1. Send tracking logistics information in time, so that customers can feel the attention of customers in the store.

2. Handle the refund in time to minimize the refund dispute. At the same time, when the refund is relatively high, the customer service must pay a return visit to understand the buyer's feedback and improve it in time. 3. The transaction should be evaluated in time, and credit is very important. Always listen to customer service feedback. Some buyers ask the merchants to comment immediately after confirming the receipt of the goods, indicating that buyers also attach great importance to the change of their credit.

4. Be sure to explain the negative comments positively. If the buyer makes a wrong and unfair evaluation of your goods, you can make a correct and reasonable explanation in time under the evaluation to prevent other buyers from misunderstanding because of the wrong evaluation. Of course, there must be no such insults to customers and mutual approval of customers. It is often found that shopkeepers directly scold buyers after bad reviews. The influence of this behavior is far greater than the bad reviews given by customers themselves. Shops must know that this explanation is for the consumers behind, so don't be quick.

9. What does Taobao customer service need to know?

1, familiar with the product, understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever.

2. Receive customers. As mentioned above, how to recruit online shop customer service has already been mentioned. As a customer service guide, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption.

3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders.

4. The customer sends a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers forget to modify it because of the change of receiving information.

5. Modify the comments. Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed.

6. Delivery notice. After the goods are delivered, sending messages to customers by SMS to tell them that the package has been delivered can also increase customers' goodwill towards your store.

7. Customer evaluation. Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.

8, bad review processing. Many friends are crying because of this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. Find bad reviews and communicate with customers quickly.

9. Learn related software. For example, the store manager mentioned above or Taobao Store Edition and other store management tools, with the help of auxiliary tools, improve work efficiency.