Do you know the skills needed to be a Taobao customer service?

Do you know the skills needed to do customer service in Taobao?

As a Taobao shop, everyone knows that operation is very important, but there is a very important link behind it: customers. As long as you go to any festival, any store to do any activity, if everything goes well in the early stage, if you make mistakes in the customer link, then all your early efforts may be in vain. This qualified customer can improve the transaction rate and repurchase rate of the store. Sometimes a customer can place an order with customer service in one sentence, and this customer can also be lost. So if you want to be an excellent customer service, what must you have?

First, be familiar with your own goods.

Customer service is a bridge between merchants and customers. Customer service must be familiar with all the goods in its own store, which is the most basic job of a customer service. Of course, we should not only understand the price and characteristics of goods, but also understand their functions and selling points. As a customer service, you also need to know everything. Only in this way can customers answer questions fluently.

Second, receive customers.

As a qualified customer service, you should not only know how to receive customers, but also know how to guide customers to consume. For example, we can introduce some of the most suitable products to customers according to their needs. Only by satisfying customers can we achieve transformation. Of course, if you meet customers who like to bargain, you must make it clear that the price of this product is the most favorable, and you can also provide customers with the most favorable products in combination with some activities in your store.

Third, check the information.

When the customers in the store place their own orders and complete the purchase, many customer service personnel often ignore the step of checking the information. Although the information provided by most customers when placing an order is correct, it is not excluded that some customers will request to modify their information. Checking the receiving information between customer service and customers can not only reduce the losses of both parties, but also leave a good image for customers, thus cultivating their own customer loyalty.

Fourth, modify the information

Usually, sometimes the customer's order information and receiving information will change a little, so at this time, as an excellent customer service, we must give effective feedback with the colleagues who placed the order, and then make sure that the customer can receive the goods accurately.

Verb (abbreviation of verb) delivery notice

When we send the goods out, we must not forget to send short messages to customers to remind them that the goods have been sent out and pay attention to signing for them. This is mainly to make customers feel at home, and also to promote the healthy development of their own stores in the future.

Six, special order processing

The special orders here actually include some orders for cash on delivery, flower payment and other channels of payment. Although relying on the services of third parties, as a qualified customer service, these people should provide customers with good and effective information in an all-round way.

Seven, often look at the quantity of goods.

Always check the quantity of goods in the store, because sometimes there will be some small discrepancy between the quantity of goods in the store and the actual warehouse, when the goods in the store are out of stock. But at this time, a customer has placed an order. Usually the store can't deliver goods normally at this time, so basically we will lose this customer, and it will also affect the brand image of our store.

Eight, customer evaluation

For such a good opportunity for us to deliver goods, we must make good use of it to remind customers to give favorable comments. At the same time, when reminding customers to pay attention to signing goods, you can also use this time to remind customers to give praise. Because the customer's curiosity is the strongest and the most exciting at this time, it is the best opportunity to remind customers to give praise at this time.

Nine, bad review processing

It can be said that every business does not want to see bad reviews in the store, which can directly affect the reputation of the store. When we find that the store has bad reviews, we must communicate with customers with a very good attitude, keep abreast of customers' situation and solve these problems for customers.

Learning

Usually, as the customer service of Taobao or Tmall, we usually use Alibaba Want Want, but besides Alibaba Want Want, we can also use management tools such as Taobao Assistant and Niu Qian, which are very worth learning.