Communication skills between Taobao customer service and sellers

When communicating with sellers, Taobao customer service should be sincere first, and then use certain communication skills. Below I sorted out the communication skills between Taobao customer service and sellers for your reference.

Communication skills between Taobao customer service and sellers 0 1

After delivery 1? Notify the delivery, so that buyers can be practical.

You can notify customers through Want Want, preferably by in-station letter or SMS, but the cost is high, especially if there are many customers. If it can be sent to the merchant and the recipient at the same time, the logistics will be done.

In the case that the normal express delivery is expected to arrive soon, if it does not arrive normally, contact the buyer to inquire about the harvest. We can help buyers to inquire about the logistics situation and make explanations. Even if it is sometimes delayed, I believe many buyers will understand.

After signing for it.

After the customer signs for it, pay a timely return visit to the tracking information.

How do you feel about asking customers' opinions? If you have any comments, explain them, handle them well, and then improve the comments and questions raised by buyers in the future. If you do this, our new seller will have a great advantage.

3 after favorable comments

The difference between new sellers and big sellers is that we can be more detailed, and big sellers may not have much energy. After receiving favorable comments, we should reply to the buyers in time and thank them for their support.

Here, there are also bad reviews. What is a bad review?

Bad review means that although the customer has given a favorable comment, it will show that he is not satisfied with the logistics speed, but he still gives such an evaluation reluctantly. We must answer the following questions:

We have to explain it again, and at the same time, we should be careful not to disclose the buyer's information and not to communicate through Want Want. The communication at this time is mainly to apologize, apologize, and then apologize.

After the buyer forgives, thank you for your understanding and praise. In general, customers will finally understand.

For bad reviews, we should also explain patiently. Let customers understand.

There is no standard answer to communication, which is for reference only. Everyone has everyone's habits, as long as it is reasonable.

Today, Taobao's consumption rationality is becoming more and more mature and the competition is becoming more and more fierce. What does the seller rely on to attract customers? It is today's theme: service, good pre-sales communication, and sincerely impress every guest!

Communication skills between Taobao customer service and sellers 02

First, understand the store products

This is very important. No matter before or after sale, if you don't know the product features and models of your store, how can you expect customers to promote sales? You can't always ask every customer if XXX women's clothes have size m, but you say, please wait a moment, because customers don't ask you for a store, but ask several stores at the same time. If a pre-seller knows the products of the store in place, she can answer the questions of the guests quickly and try her best to facilitate the transaction.

Second, listen and ask.

First of all, communication is a mutual process, and the premise of communication is listening. First, listen to what the buyer wants. In this process, we must have a certain understanding of the goods that buyers need. At the same time, you should also ask the buyer skillfully, but pay special attention to some words so as not to make the buyer disgusted.

Third, empathy

Some buyers will buy many different types of clothes, pants or trinkets at one time, but they don't know which one to buy at last, so they can't pay attention. At this time, in addition to colleagues and friends around them, they will also ask the pre-sales customer service. This is the second point. Before the sale, we should collect the information about what kind of clothes, styles, sizes, etc. guests like, and personally recommend this kind of compliment language that looks a few years younger for the buyer. Of course, you can't be too artificial.

Fourth, different types of buyers.

Before and after the sale, you will encounter different personalities and working styles every day, so the customer service staff should adjust their mentality, and don't get angry because of the buyer's bad words, so as not to affect the mood of the day. In short, according to the characteristics of different buyers, try to satisfy buyers and find the same topic.

Fifth, pay attention to details.

When communicating with buyers, you must be sincere, check the buyer's information, track the order back to the buyer in time, and make good use of polite expressions and expressions.

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