Working skills of Taobao customer service

The work of Taobao customer service is not simple. How to be a good Taobao customer service? The following is my collection of Taobao customer service skills, I hope to help you.

working skills of Taobao customer service

1. Whether it is quality problem or non-quality problem, try not to return it. It is the responsibility of the store to control the refund rate and return rate reasonably, but it is responsible to the customers, and it should be undertaken. Pay attention to the guest's mentality, and the most important thing is to be honest with others, be patient, and handle things with care, so that there will not be too much resentment.

2. It's the store's own problem, so we should be responsible for the return postage in time to help the guests exchange or refund.

3. If it is not the store's own reason, we should also know the real reason for the customer's return, which is good for improving the product and the store. Customer service is the eyes, ears and mouth of the company.

4. All after-sales problems and non-delivery notification problems, as long as the buyer is not online, please contact and solve them by phone, SMS or WeChat (except replying to offline messages on after-sales Want Want), and don't wait for the buyer to come.

5. under normal circumstances, all returns are made after the buyer returns the goods, and then the goods are refunded or exchanged (if the customer pays the full amount separately, it is only a normal purchase). If there are special circumstances, such as the fault of the store itself, and the buyer urgently needs to receive the changed clothes first, we can also make an exception and help her express the goods when the buyer sends the goods and provides our express number.

6. Difficult buyers, or buyers with hidden dangers in after-sales treatment, please get into the habit of taking screenshots of key chat records at any time and know how to protect yourself with Taobao.

7. Postage for exchange:

A. Because the baby has quality problems or the description does not match the real thing, we will bear all the postage for exchange. Please help us to pay in advance, and then contact us after the transaction is completed, and return it to your Alipay account, or you can leave the balance to offset the freight for future transactions with your consent. Please rest assured.

B. If it's not our problem, you need to take care of the exchange fee, take a link to cover the postage on the Internet and pay it yourself. Never put money in the parcel to avoid the risk of losing parts or cash, and avoid disputes. If it is not the seller's responsibility, whether you exchange the pre-sale baby or the difference between your replacement and replacement, you need to take care of the round-trip postage. The necessary skills of Taobao customer service

1. Modesty

refers to the content of humility, modest tone and humble attitude. Needless to say, as we all know, customers come in to thin their wallets. And a modest attitude can make customers feel that shopping is a kind of enjoyment, so they feel the value of their money. So modesty? People spend money to buy their moods.

2. Honesty

means that customers are frank when answering questions. Don't exaggerate, and give the best advice at the same time. Let customers have a high sense of trust. Therefore, even if you recommend products from competitors, customers will have a good impression on you. So sincere? People spend money on trust.

3. Speed

means quick response. When someone asks for you on Want Want, as a customer service, you must respond at the first time. Dialogue with customer service, the current society emphasizes efficiency and online purchase, which is also a convenient and indoors choice. If the customer feels that the response to shopping with your home is too slow, it is equivalent to wasting his time and naturally will not come back. So fast? Let people spend money to buy time.

4. Pro

refers to friendly dialogue. It is the best choice to make friends with customers. Some guests are outgoing and easy-going. When recommending products with her, they suddenly say something homely. Tell me that their brother has been cheated outside, so buyers should be careful not to make mistakes. At this time, you two will not be on the opposite side, but on the United front. Things will naturally sell well. Old relatives? Let people spend money to buy feelings.

customer service is also a science and a technology. Mastering certain communication skills is very helpful to our work and can greatly improve the conversion rate of orders. The main contents of Taobao customer service

1. Answering questions

Mainly, customers will have many different types of questions, such as product material, delivery speed, logistics freight and ordering instructions. Requires extremely patient answers from customer service.

2. Bargaining

This is what customers like to do most. Even if the price is reduced by 1 yuan, you will feel a sense of accomplishment.

3. Promoting sales

Selling is an art.. In addition to patient answers and intelligent replies, customer service also needs to make a customer pay 1 yuan and leave with satisfaction when he comes in just to buy 1 yuan. This is the realm of sales.

4. Emotional maintenance

If you want a customer to become your old customer. It is the best choice to be friends with him. On some special days, or on the eve of sales promotion, it is a continuation of emotion to say hello to him in advance in the most flexible way, or to give him some discounts. This emotion, contained in business relations, will be enormous wealth.

5. Problem solving

As a customer service worker, we often encounter various emergencies, such as complaints from old customers, urgent orders from large buyers, and unreasonable customer attitudes. How to deal with them well and make them turn their worries into joys is a necessary responsibility of customer service.