What are the precautions for Taobao customer service?

Pay attention to polite language, don't offend the buyer, don't swear words and irritate the buyer under any circumstances, avoid using verbal language, such as the indecent word "hello" and some direct negative words, such as: I don't know, try to avoid using the word "oh, um, ah" in communication with customers. If this happens, the customer service feels that you don't attach importance to him and think that you are perfunctory.

The first sentence of any buyer entering the store should be a smiling picture) hello! Welcome to Cher Baby House, glad to help you! You shouldn't say, "What's the matter?" Or "say?

When a buyer encounters a problem, he can say "Hello! Please don't worry! Will help you solve the problem.

When the buyer asks to modify the payment method, he can say, "Just a moment, please. I'll help you change it right away!

When the price change informs the buyer to pay, you can say, "Thank you for waiting. The price has been changed. I will arrange delivery as soon as possible after payment! "

Buyers can send (happy cooperation pictures) and (goodbye pictures) after payment.

When the buyer has not received the goods and asked about the logistics situation, he can say "Hello! I'll help you find out right away "and then tell you the result of the inquiry, saying" I'm ashamed ". Sorry, please wait patiently! I will contact the courier company immediately and deliver the goods to you as soon as possible. "

When the buyer receives the goods and reflects that there is something wrong with the goods, he can say "smile map". Don't worry yet!

When the buyer gives a bad review, if the buyer is online, you can say "Hello! I just read your comments, and I'm really sorry! Then understand the specific situation and give a reasonable explanation and treatment)

During the whole chat, don't be blunt, use more friendly sentences and be professional. Hello "Hehe" and "cartoon pictures on Want Want" should be used in all directions.

Strive to create a warm shopping environment.

2 professional ability

A qualified Taobao customer service must know the goods in the store like the back of his hand, so that he can have answers and explain them more convincingly, instead of giving wrong answers when the buyer asks some professional knowledge, which will not only make the buyer laugh, but also directly lead to returns or bad reviews. But this professional ability can't be mastered in a day or two. It needs to be accumulated and summarized in the usual communication with buyers and in the description of the baby. You can search Baidu for answers when you encounter problems. The same mistake cannot be repeated! You can learn a lot from communicating with buyers.

3 psychological quality

Taobao has everyone, and anything can happen. Without good psychological quality, it is difficult to be competent. The psychological quality here not only refers to one's own psychology, but also includes the skills of insight into the buyer's psychology. It is very important to grasp the buyer's heart and understand the buyer's thoughts and motives at any time. This requires customer service to have keen insight and analytical ability, so as to guide the success of the transaction. For example, bargaining, in fact, this is the bargaining of buying and selling that any normal person will think of! This is already the habit of property buyers. Don't find others difficult. At this time, you can let the buyer accept it in a euphemistic tone, instead of saying "the goods don't bargain!"

4 service attitude

Attitude can decide everything, it is no exaggeration. As a customer service, attitude is very important. Because both buyers and sellers trade in a virtual environment, the whole process can only be carried out through oral communication. The attitude of customer service will give the buyer the most direct impression and decide whether the buyer is willing to buy. No matter what happens, remember that "the buyer is God" and don't ignore any buyer. You should take the initiative to apologize to the buyer for your mistake.

5 strain capacity

Whether the comprehensive quality of a Taobao customer service is excellent or not is very important. In addition to answering questions raised by buyers, customer service sometimes needs to be flexible and clear-headed. In the temporary dialogue with buyers, you can accumulate experience in dealing with various buyers from time to time and use it flexibly in practice.

6 communicative competence

Although Taobao is a virtual shopping environment, it is also a communicative activity between people, so how to deal with this relationship is also worthy of attention, especially for some old customers, don't just talk about business-related things such as price "quantity", which will make him feel that you don't treat him as a friend and have no human feelings. Therefore, for buyers who patronize frequently, you should talk to them in a friendly tone, and you can talk about things that have nothing to do with business when appropriate. Close the distance between us, so it is easier to lock in a long-term customer. For the price, we should take the initiative to give it a discount, not wait until we ask. For individual problems, you can be flexible and relax, and don't lose a long-term customer because of a little loss of interest, except, of course, those customers who are not worthy of temporary contact.

7 rule system

Everything has rules, but the rules are dead. People are alive. Besides being familiar with the rules, they should also do how to use them flexibly. First of all, the customer service must be very clear about these rules, and will be calm and clear-headed when dealing with problems. Otherwise, it is easy to ambush malicious buyers. Learn to grasp the evidence that is beneficial to you and guide the buyer to say what is beneficial to you. For example, if the buyer says something is missing or broken, he must not explain it casually, but should handle it according to the rules. If the buyer signs the courier, it means that he has no objection to the model/quantity/completeness of the goods. If the buyer takes this as the basis, it is invalid, especially for some buyers who want to use bad reviews to blackmail. Try to find out his exact words in the chat record. For example, do you mean you don't want me to return it to you directly? You mean if I give you a refund, you won't give me a bad review? Wait, take this as evidence.