What should I do if I give Tmall a bad review?

One: Look, check, check, speed! Look: Look at what products the customer bought, when he made the evaluation, whether the other party Want Want is online, and what the evaluation content is. Check: Check the customer's location, when he bought it, whether the number left by the other party is a mobile phone or a landline, and then check the chat record. Check: check your relationship with the customer in the chat record, feel what kind of person this customer is from the chat, and try to get more information. Speed: Bad reviews will appear as soon as possible, and we will deal with them as soon as possible. Try to find out all kinds of ways to contact customers, because customers may forget it after a long time, or we don't accept returns after washing clothes, which is bad for both sides. Over time, even our patience will be reduced, so we should deal with it at the first time.

Two: contact customers: Want Want Online must communicate with Want Want first. If you are a person who doesn't know much about the product, or you are not very confident about your eloquence, using Want Want communication can foster strengths and avoid weaknesses, and avoid some unprofessionals and make customers distrust. Want Want adopts telephone communication when not online: sincere, cheerful, professional, empathetic, know yourself and know yourself. Before making a phone call, it's best to make different opening remarks at night or at noon when the customer has time, such as whether you have eaten or not. . On Sunday, you can say: Hello, are you XX? ... hello, have a nice weekend. Have you eaten now? Having a good opening speech will definitely have a great effect on your communication. This is the first impression. . You can also ask here: XX, will you rest at home this weekend? The other party replied, we can say: Hehe, that's great. Where did you go today? Let customers feel that you are casual, and you can't feel that you are asking customers to modify because of bad reviews. Put aside the problem and put the relationship first. At the same time, customers should listen more when talking about products, and you will be busy explaining, because customers have not finished venting, and the questions asked by customers may be reasonable, but they are difficult to understand. Remember to give more examples so that you can express what you want to say more vividly. In fact, this is similar to the truth of sales. A senior salesperson must sell himself first. It is said that selling products is not as good as selling yourself. After a telephone conversation, you can feel in your heart whether this bad review can be improved. . Don't be too happy when the customer promises to change it for you, because some of them are fooling you, but most of them will change. After the promise, ask the other party when they have time to change it on Want Want. Is it convenient now? If it's inconvenient, make an appointment for the next time, so that we can have confidence. If you don't change it at the appointed time, you can call again! So it won't be rude to call. . Are you worried if the other party promises to modify it and doesn't give it to you for a day or two? And when you call the other party, won't you worry about disturbing the other party and making the other party misunderstand? I promise to change what the customer says, and I will change it for you. Why are you still calling? . . Are you offended at this time? Hehe, I remember one of my clients gave us a review. Before that, he said he wouldn't change it. It's too much trouble to return goods. That's it. He bought it for a friend. My friend is not satisfied. Later, he chatted with each other. The other party is a customer of Changzhou, so I said where Changzhou is, and then we talked about what they do. I said my cousin opened a factory there, and it was too cold in winter. I don't like it. Later, we talked a lot, and the relationship was settled. Later, the customer also told the truth. She said that her friend likes this style. The skirt is beautiful, but it is a little transparent. Later, she explained to the other party that it was not easy to show it through some conspicuous underwear (Taobao underwear sold well). The relationship is settled and the problem is solved. He also told me that I would visit him if I went to Changzhou, saying that what I said was very reasonable. If I don't change myself, I will feel embarrassed and I will feel a joy of success.

I remember a customer. I called the other party, and the person who answered the phone kept asking me who I was and what happened. After I sincerely told the other party my purpose, the other party later said that she had not bought anything in our store. Later, I learned that her sister bought it, left her phone number, and chatted to find out her sister's mobile phone number. Later, I called my sister. After the other party received the phone call, I identified myself and explained the situation when she bought it before. Because the company has no electricity, it uses generators to generate electricity, and the voltage is unstable. Our factory is next door. The computer always restarts suddenly. After explaining to the other party, the other party also said that it was understandable. Later, I learned that the clothes were bought for the other mother. This evaluation is only her personal opinion after receiving it, and her mother has never read it. Then I said it was for my aunt, right? Sister Liu, you are so filial. Hehe, look at this. When auntie sees it, she can see what auntie thinks. If she is not satisfied, she can return it. I can also recommend other models of our store (Taobao boutique) to my aunt. After chatting for a while, the other party was still polite. Later, I made an appointment to call each other around 7 pm. At 7: 30 pm, the customer's mother tried it on. One of them suits her very well, and the other one her mother likes, but it is not suitable for fat ladies. If you want to return the goods, the buyer will bear the postage. . . This is caused by misunderstanding, just communicate. If the customer had asked me more, I don't think I would have persuaded the other mother to wear that dress, but the other party just listened to her mother and bought whatever she said. . I won't make this record public, or you will misunderstand. Previously engaged in clothing after-sales service (Taobao clothing sold well).

Three: think, think again (why not modify it): check the chat record, what do you think? Whether there is a problem with the service sold. Think again? Wondering why you didn't modify it for us, was it because you were dissatisfied or intentional? Or because you are afraid of trouble? After the first telephone communication, let's see if it's because we're angry. Let's ignore it for two days, call again in a couple of days, see what tone the other party has, and then think about what we can do. . As for satisfaction or dissatisfaction, I really hope that customers either like it or don't like it at all. If you like it very much, you won't give bad reviews. If you don't like it at all, you can't return it or waste it, unless it's SB. . For some people who can or can not return the goods, it is challenging to ask the other party to modify the goods: because some customers, if they are not very satisfied with the goods they received, but do not want to return them, will often leave a good impression on the other party because of your service, so they will not give bad reviews at will. Occasionally I meet some very sensitive people. Knowing that you are calling to ask the other person to modify the evaluation, she won't let you say anything else, just asking us, "Do you want me to help you modify the evaluation and give a reason?" My answer is this: Miss XX (after the relationship is confirmed, it can be directly changed to the name of Sister XX, which is more cordial). That's right, because we have no reason to return it for seven days. I don't know whether my service or our products make you dissatisfied. Some customers will say that your service is very good, but there is a gap between the products. At this time, tell the other party that if you are not satisfied, you can return the goods and explain to the other party. There are some differences in online shopping. Of course, we will try our best to reduce such differences and make different explanations according to different products. If you are not satisfied with our products, you can return them, because I received you at that time, and now you give us a mid-evaluation, and I will be punished by the company (this is a complaint to customers, because people are more sympathetic, so it may be for you to change. This move is very useful, but it can only be used if it is misunderstood, which is more convincing. (At this time, the customer will say, I think the product is like this, and it can still be worn. I'm not returning it. If I have to change my evaluation, isn't that cheating the consumers behind? At this time, we can answer like this: Sister XX, yes, we have always attached great importance to the true evaluation of customers. In fact, we also hope that you can make a true evaluation. In this way, our later customers can have some reference and don't have to spend so much time explaining things to customers. Sister XX, wouldn't you say so? We don't want you to say how good it is. You can really evaluate it, just change it to the red flower in front. ) So I want to ask Sister XX to help me modify it. Do you think so? (The customer in the screenshot below is like this, and I also solved it through this answer. The other party is a Guizhou lady, a senior manager of a company. I called the other party, and the other party asked why he wanted to help me modify it. Later, after communication, she said that this reason was acceptable to her, and she also said that she also worked for others, which was understandable. . He also said that if I gave other reasons, he wouldn't change it for me. I really broke out in a cold sweat. Moreover, she also said that she was very busy, and recorded it in her face with a notebook (Taobao notebook is a hot seller), and promised to correct it for me before 10 the next night, and sure enough, she helped me correct it the next night.

Under normal circumstances, customers will be willing, because we don't have strict requirements and customers are easy to accept. . .

Analyze the content of this answer: first of all, from the customer's point of view, if you are not satisfied, you can return it. This is for the benefit of customers. If you return the goods, there will naturally be no evaluation (because if the customer does not change it after returning the goods, we can ask Taobao to delete it). If we don't return the goods, we can ask the customer to help us modify the evaluation. You can also say something about applying for the most affordable or postage when you visit our store in the future, although.

Four: think, think again (explain the bad reviews that cannot be modified): think, think again: what do you think? Taobao gives buyers the right to speak and gives us the right to interpret. Give a reasonable explanation for the final negative evaluation, and let our customers know why they get negative evaluation. Taobao also said that a good explanation will not only affect the business, but also increase the transaction. . Seeing that some novice sellers' explanations of bad reviews are unreasonable, they know that customers are at fault, so that when our customers see the comments, they only see the disputes between the two sides and don't see the real explanation. They feel relieved and powerful, but do you know what it brings? It is because of your explanation that your things can't be sold. . . Make different explanations for different bad reviews. . This is how I explain a comment in my store (a famous Taobao shop) (the comment given by the customer is: If the color is darker, it will be more atmospheric ... I don't answer the phone, Want Want doesn't return messages, and I am speechless ...): Dear buyer, Miss Peng, first of all, thank you very much for expressing your personal subjective views on our products. If the color is darker, the overall effect will be darker. Now our colors are just for wearing. Of course, everyone has their own opinions, and we always attach great importance to the real experience of customers. We called you on 17 at 12: 30 and 8: 30 pm respectively, and called you on 18 at 10:30, leaving you many messages. Unfortunately, in the end, we failed to get in touch with you and didn't listen to your suggestions on our products and services. We checked our chat history and customer service feedback. If you see this passage of ours, please contact us after you go online, and our supervisor will receive you personally. We are willing to listen to your advice with an open mind. Bad reviews have an impact on the credit of both buyers and sellers. I don't think you want to do this. Seeing your account number in our store at that time was the first purchase record. Maybe you didn't understand it or chose it carelessly. This is still a misunderstanding. . We sincerely listen to your suggestions. . Tip: We will release a new version in the near future. We sincerely look forward to your coming again and warmly welcome you. Please look forward to ... (o)/

Five: malicious bad reviews, unreasonable troubles. . . . Stupid ... we just insist. After insisting on giving comments, don't answer the phone or reply. I am also puzzled by such a buyer. There is no better way for buyers to modify it. Since the other party chooses this way to deal with you, I think it's just to contact the other party in more ways, and the other party doesn't even give you a chance to talk to her. We can send more messages to each other, edit some blessing messages with our mobile phones, and stick to it. Perseverance: Tell the other party how difficult it is for us to do Taobao, and complain to the other party, because such an evaluation will have a negative impact on us, and tell the other party when the deadline for revision is. As long as people with conscience are generally sympathetic, they may eventually make changes for you. In short, stick to it and stick to it. Finally, if the other party still hasn't revised it, we will explain it on the last day.

Processing flow of medium and bad reviews: medium and bad reviews appear → Want Want contact or telephone contact → Change to favorable reviews.

There are bad reviews → Want Want Contact or Telephone Contact → If the final customer does not change → We will explain.

There are also some professional bad reviewers who listen to other people's comments and blackmail bad reviews. When communicating with each other, it is actually a process of wits and wits. In this case, calm down and try to communicate with each other with Want Want, because Taobao also suggests this communication method, so that Taobao can handle it. The other party has not received the account and asked for money. In fact, it is also anxious. The seller of Taobao will fight to the end (Want Want, the other party will usually tell you the QQ number of the other party and save the QQ number given by the other party through screenshots. Sometimes after adding QQ, if you are still a stranger, the QQ number of the other party will be displayed. The QQ number here is the same as that given by Want Want. I don't know if it can also be used as evidence, because I remember a seller handling it like this. Hehe, in order to get a more definite answer, I suggest calling Taobao customer service staff. Thank you). Hehe, I have never met anything like this, but there are malicious attacks on buyers. The kind of buyer who comments on people who ignore it. It's really depressing

Finally, I solemnly declare that writing this article is not to encourage people to be dishonest, nor to encourage people to cheat. It's just that as a Taobao seller, it's hard for everyone. Why did our efforts get the buyer's incomprehension and unreasonable troubles? Don't we even have the right to find ways to solve these unreasonable buyers? Is the store (Taobao boutique) that we have worked hard for several years really ruined by unreasonable bad reviews? We didn't cheat. Personally, Taobao created this evaluation system to monitor the behavior of sellers, so that our sellers can provide more sincere service and buyers can buy with more confidence. In fact, this is a wise move of Taobao, which allows us sellers to remedy the buyer's problems. Imagine, if the buyer can't modify it after evaluation, will the seller contact the buyer? Even if the problem is solved through contact, the misunderstanding is still shown. Even if the explanation is gorgeous, it is a permanent scar. Will the seller take the initiative to handle it? Unless it is an SB seller, of course, I believe there is no such SB seller. . . . . . When writing these words, I have been thinking, born of both parents, why are there such buyers, such ignorant buyers and such unreasonable buyers in this world? Being kind to others is being kind to yourself. We know too little about our sellers and buyers. We can't satisfy your unreasonable questions and unreasonable bargaining. You will give us a mid-evaluation, because we won't give you a discount. Please be polite! You will not meet your requirements because of our attitude. Give us a comment. I really don't understand what attitude we can take to meet your requirements. Do we need a father and a mother to talk business with you like this? Please respect your behavior and think deeply about your behavior. What kind of behavior is your behavior? You are doing some low-level things with a high degree certificate. Do you deserve to create a perfect image in front of your children? I'm sorry, I'm not aiming at anyone, just expressing my personal opinion, so that we sellers can get spiritual comfort. Maybe my language is too radical, but as a Taobao seller, only those sellers who work day and night and are still waiting in front of the computer can understand the profound meaning of my sentence. This is my own experience in customer service. I am a full-time Taobao customer service, just like me. There are thousands of Taobao, and everyone feels the same about bad reviews. If you change from a buyer to a seller, you will realize what is pain and what is helplessness. Whether it is Taobao or other industries, it is the same, isn't it? When you go to a restaurant, you will sit down with dignity and call the dishes with dignity. Why can you do one thing with such gorgeous actions and behaviors in reality, and why it will become so low-level when you go to Taobao. Why have you become so ugly? Now, I think of a buyer's comment that "the quality of clothes is very good, just like what the seller described." I am very satisfied that the physical object is better than the picture. " The seller's service is also very good and thoughtful. "If every buyer does this, the world will be peaceful. You don't want an article like me to be published. . In fact, online shopping is based on mutual trust, mutual understanding and mutual tolerance. If everyone is so conscious, isn't it a good thing for us sellers and buyers? . . Bad reviews are not good for both buyers and sellers, so buyers who read this article, if they encounter problems, please give themselves a chance to get justice, which is also an opportunity for our sellers to do after-sales, which is good for everyone. Thank you for adding one thing here: some people may think that there are so many bad reviews, and it feels like selling parallel imports. Hehe, everyone has his own opinion. Just like customer comments, they publish whatever they want to say. Bad reviews depend on how they are produced. Now there are more and more novice buyers of Taobao, and there are indeed several misunderstandings. If it is really parallel imports, will that be the only problem? What is the reason for the evaluation process? Is it really a quality problem? Not necessarily, the quality of clothes is really good, but it doesn't suit you. Do you need to evaluate it? Is it reasonable? People who sell clothing (Taobao clothing sells well) know that clothing (Taobao clothing sells well) is more emotional, so the questions are diversified and "abnormal", and the reasons for giving bad reviews are also "abnormal". Combining different kinds of products, there will of course be different theories. Can different products be compared? Can different people be compared? You can imagine. . . . Hehe, it's not aimed at anyone, please don't get me wrong. . .