Tmall customer service chat notes

Question 1: What are the precautions for Taobao customer service 1. Language skills

Pay attention to polite language, do not offend buyers, and do not use swear words or attack buyers under any circumstances. Speech, avoid colloquial language, such as "hello" and other indecent words, taboos, and some direct negative words, such as: I don't know, try to avoid the words "oh, um, ah" when communicating with customers, if this customer service feels that you Don't pay attention to him and think you are perfunctory.

When any buyer enters the store to inquire, the first sentence should be a picture of a smile) Hello! Welcome to Xueer Baby Shop, we are happy to serve you! You should not say "What's the matter?" or "Say?" in a cold and dry manner (the same below)

When a buyer encounters a problem, he or she can say "Hello! Please don't worry! I'll help." You have solved the problem

When the buyer asks for a price change and payment, you can say "Please wait a moment." We’ll help you change it now!

When the price is changed and the buyer is notified to pay, you can say "I have kept you waiting for a long time. The price has been changed. I will arrange delivery as soon as possible after payment!

When the buyer completes When paying, you can send (happy cooperation picture) and (goodbye picture)

When the buyer has not received the goods and asks about the logistics situation, he can say "Hello! I'll help you with the query right away" and then tell you the query result and say "Shameful picture) I'm sorry, but please be patient and wait a little longer! We will contact the courier company immediately and deliver the goods to you as soon as possible."

When the buyer receives the goods and reports that there is a problem with the goods, he or she can say "Hello (smiling picture)! Don't worry yet!

When a buyer gives a negative review, if the buyer is online, he or she can say "Hello! I just read your review and I am really humbled! Then I will understand the specific situation and give a reasonable Explanation and handling method)

Throughout the chat process, the tone should not be blunt, use more friendly sentences, and at the same time appear more professional, such as "Hello", "Haha" and "Cartoon pictures on Want Want" To use it in all aspects

Try to create a warm shopping environment

2 Professional abilities

A qualified Taobao customer service must know the store's products well, so that he can Be confident and explain more convincingly, instead of giving incorrect answers when buyers ask for professional knowledge. This will not only make buyers laugh, but may also directly lead to returns or negative reviews. . But this kind of professional ability cannot be mastered in a day or two. It needs to be accumulated and summarized through daily communication with buyers and product descriptions. When you encounter problems, search for answers on Baidu. The same mistakes are not allowed to be repeated. ! You can learn a lot from communicating with buyers

3. Psychological quality

There are all kinds of people on Taobao, and anything can happen, no It is very difficult for a good psychological quality to be competent. The psychological quality here not only refers to one's own psychology, but also has the ability to understand the buyer's psychology. It is very important to grasp the buyer's heart at any time and understand the buyer's thoughts and motivations. , this requires customer service to have keen insight and analysis skills to guide the transaction to success, for example: bargaining, in fact, this is what any normal person would think of when buying and selling, and of course they can bargain! This is already a habit of buyers, don’t do it! If you understand that others are difficult to deal with, you can use a more tactful tone to get the buyer to accept it, instead of saying "I don't even want to bargain on the product!"

4 Service Attitude

Attitude can determine everything. This is no exaggeration. As a customer service, attitude is very important because both buyers and sellers conduct transactions in a virtual environment. , the whole process can only be carried out through verbal communication. The attitude of the customer service will give the buyer the most direct impression and is the key factor that determines whether the buyer is willing to buy. No matter what the situation, you must remember that "the buyer is God." Don't neglect any buyer. You should take the initiative to apologize to the buyer for your own mistakes, and actively guide the buyers for their mistakes.

5 Adaptability

Whether the comprehensive quality of a Taobao customer service is excellent, adaptability is very important. In addition to answering questions raised by buyers truthfully and objectively, sometimes Customer service requires flexible responses and clear thinking. In temporary conversations with buyers, experience in dealing with various buyers can be accumulated from time to time and used flexibly in practice.

6 Communicative Skills

Although Taobao is a virtual shopping environment, it is also a communication activity between people. Therefore, how to handle this relationship is also worthy of attention, especially For some old customers, don't talk about price, "quantity" and other business-related things at the beginning. This will make them feel that you don't treat them as friends and are impersonal. Therefore, for frequent buyers, you should treat them as friends. Use your tone of voice to talk to them. When appropriate, you can chat about things unrelated to the business and get closer to each other. This will make it easier to lock in a long-term customer. As for the price, you should take the initiative to offer discounts to them instead of... .>>

Question 2: How to chat with customer service on Tmall? Should you chat with Taobao’s customer service or chat with the customer service in the mall? First, you must install Aliwangwang, and then register an account on Taobao and log in. Then click on the blue Aliwangwang icon in the Tmall store to enter.

Question 3: When I buy something on Tmall and ask customer service questions, the customer service staff always can’t see me. Which product are you talking about and what's going on? It turns out that when I open the customer service chat interface, pfft~~sometimes I really can’t see the item that the buyer is looking at.

Then send him the URL link of the product~~

Question 4: What back-end operation skills should Tmall customer service have? 1. Thorough understanding of the product: as a professional Excellent customer service must have a very clear understanding of their products, including every detail, so that they will appear more professional when answering customers' questions, leave a good impression on customers, and increase the chance of closing a deal. Customer service personnel should have an understanding of the type, material, size, usage, precautions, etc. of the product. It is best to have a basic understanding of the relevant knowledge of the industry, how to use the product, how to wash it, how to repair it, etc.

Different products may be suitable for some people, such as cosmetics. There is a problem of skin properties. Different skin properties will have big differences in choosing cosmetics; such as underwear, different age and lifestyle habits, and Different needs are suitable for different underwear styles; for example, toys, some toys are not suitable for babies who are too young. These situations all require us to have a basic understanding.

2. Taobao’s trading rules

We should put ourselves from the perspective of a merchant to understand Taobao’s trading rules to better grasp our own trading standards. Sometimes, it may be the first time for customers to trade on Taobao and they don’t know how to proceed. At this time, in addition to instructing customers to check Taobao’s transaction rules, we also need to guide customers on how to operate in some details.

In addition, we also need to learn to check the transaction details, understand how to pay, modify the price, close the transaction, apply for a refund, etc.

3. Passionate: Although Taobao customer service is called customer service, it has a strong sales character, and as a person who directly communicates with customers, it must be passionate to let customers pass through the cold computer screen. Feel the enthusiasm from the other side, so that customers will be willing to trust you.

Smile is a manifestation of life and a symbol of success at work. Therefore, when greeting customers, even if it is just a gentle greeting, you should also send a sincere smile. Although you cannot see each other when communicating with customers online, your sincerity and service can be felt through your words. of. Use more Wangwang emoticons. No matter which expression Wangwang makes, his emotional signals will be conveyed to the other party. That is to say: Welcome! 丶Thank you for your patronage with a gentle smile. Adding it or not adding it gives people completely different feelings. Don't let cold font language cover your smile. Maintain a positive attitude, establish the concept that the customer is always right, and create high-quality after-sales service and online store customer service.

①Establish a correct attitude

②Be polite to customers and say thank you more

③Stick to integrity

④Leave room for everything. Store customer service

⑤Think about customers at all times and impress customers with sincerity

⑥Ask for advice more humbly and listen more to customers

⑦Have enough patience and communicate with customers Enthusiasm

⑧Be a professional seller and give accurate recommendations to customers

⑨Introduce the advantages and disadvantages of the product candidly

4. The typing speed must be fast: this is The most important thing is that otherwise the customer will not answer for a long time during the consultation, which will breed negative emotions and easily lead to leaving. Therefore, typing must be fast and recovery must be timely.

5. Use emoticons in chat tools correctly: When customer service staff communicate with customers, they cannot see each other’s expressions. In order to ease the chat atmosphere, they must be good at using emoticons, and they can use vivid expressions to communicate effectively. Good to bring the distance between the two parties closer.

Handling customer inquiries

Customers sometimes ask questions that are difficult to answer, or that are inconvenient to answer. What should you do if a customer asks a question that you don’t know or are unclear about? First of all, is the question related to our industry and what we sell? If not, you can reject it directly and say that it has nothing to do with what we sell. So I don’t know; but if what you’re asking is related and you don’t know, what should you do? Then you have to ask, and while asking, you also learn. Next time you encounter such a problem, you will not be ignorant.

What should you do if the customer asks a question that is not convenient for you to ask? If a customer asks you, where do you buy the goods? How much money can you make in a month? Haha, most people will be disgusted when meeting such a person, but it is not easy to refuse others directly. Maybe she wants to buy something. Well, if you refuse directly, you will lose a customer, so at this time you need to learn how to change the subject, ask something, what do you need, and move the topic away from this question, so that the customer will not think you are unreasonable. Hey, hey

How to manage customers

Because half of the things you buy online are based on your own imagination, and you can’t even see things, pictures... >> < /p>

Question 5: Doesn’t Tmall customer service want to chat with customers? So how to talk about it specifically? Is there a software? Or what? 50 points Are you talking about the customer service of Tmall who made the complaint, or the customer service of the Tmall store where you purchased the product?

Question 6: Do Taobao customer service have any communication skills when chatting with buyers? No matter how difficult the buyer is, customer service should never get angry. The customer is God, just satisfy God’s requirements.

Question 7: When you want to contact a seller on Taobao, what should you ask and what should you pay attention to during the chat? Generally speaking, you just want to ask if the goods are available and how long it will take to arrive. The other thing is to state what you request (such as what color you want, whether there is a warranty) on Want Want and ask the seller to give you a clear answer. In this way, if a dispute occurs in the future, you can also submit the chat history to customer service As long as it is a chat record on Want Want, basic customer service will recognize its validity.

Question 8: Does anyone know what issues Taobao sales should pay attention to, such as what tone to use when chatting with customers, etc. It's the customer's tone and what the customer wants. You should chat with customers in a chatting manner, not with the mentality that I must sell this baby.

Question 9: Why doesn’t a pop-up window pop up when I click Tmall to contact customer service? It should be a technical problem. First check whether Wangwang’s software is broken and reinstall it! Check to see if there is a problem with your browser, such as whether you have modified the blocking!

When you click on someone else's Aliwangwang image, the chat window cannot be opened. Please check the type of supply information you are negotiating with me first.

In Wangwang, if you click "Negotiate with me" for business information such as supply, the chat dialog box will pop up directly. However, for business information about purchasing, "Negotiate with me" on the right side will only display the customer's online status. , you need to click on specific items and pass the identity verification of a trust pass before you can negotiate.

This is to re-verify the Chengxintong identity of the purchase information, thereby ensuring the security of customers' online transactions.

Question 10: Who has ever worked as a customer service employee on Taobao? Please teach me how to chat with customer service and answer customers’ questions. There should be a specific way to answer questions on Taobao. The main thing is to have an understanding of the product.