Daily workflow and skills of Taobao customer service

daily workflow and skills of Taobao customer service 1

1. KPI items of inquiry form

(1) transformation of inquiry form

1. If the consultation is not taken, follow up with the customer's registration, see why the customer did not take it, and see if the problem can be solved, the customer's worries can be dispelled, and the order can be reached. If it cannot be taken that day, follow up the order later.

2) take pictures of unpaid; Call for payment and follow-up, see what is the reason for the customer's non-payment, agree when to recharge, or if the current account cannot be paid, you can suggest paying for it, or if you need to go to the bank counter to dispel the customer's doubts, urge the customer to complete it as soon as possible.

nature of customers:

1) new customers: when receiving such customers, you need to respond quickly and reply politely, answer customers' questions as quickly as possible, and let them feel the professionalism of the service, such as size recommendation, style matching recommendation, activity introduction, etc.

2) Old customers: This kind of products are purchased for the second time. You can be more humane in replying words, try to be emotional, get acquainted with customers, and add professional services to increase their stickiness and promote the reputation of brands and services.

(2) Response time

1. Typing, weekly typing practice, persistence, articles can choose our work flow or product knowledge-monthly assessment, progress award.

2. Familiar with business accumulation and product knowledge workflow-bad reviews and complaints caused by business knowledge will result in one penalty.

(3) Customer unit price

1. Recommended styles. Customers can ask customers to wear jackets in a guiding way, and recommend pants and short skirts.

2. Shop activities, which introduce the ongoing activities of the shop to customers and guide them to take more photos and offer more discounts.

in paragraphs 3 and 2, if you can't decide, take the spot recommendation with many self-evaluations and good evaluations, and intercept the buyer's evaluation for reference.

(4) Refund

Follow-up service for refund orders:

1. If the reason for refund is only due to your own problems, try to keep it, solve the customer's problems and appease the order without refund.

2. If it is decided not to, the customer will feel the sincerity of the service because of the second service, so as to ensure timely efficiency. Remember that our percentage must be 1% of the customer's, and reduce the shopping cost (time, energy and feelings) of the customer.

(5) Response rate

For those whose response rate is lower than the average, it is necessary to focus on spot-checking chat records to find out the existing service problems.

(6) Reception volume

Mainly depends on the situation of the store. If the reception volume is lower than the average, analyze the reasons, help them make progress, strengthen the training of related shortcomings, and eliminate them if necessary.

(7) service

service is a very important one, which is mainly carried out through service supervision, that is, spot check of chat records, feedback from customers and supervision and submission by colleagues.

1. Sort out the documents every 2-3 days, place them in * * *, and supervise the customer service to check them.

2. Share the chat records every week (depending on the current workload) to supplement and standardize the customer service skills with typical cases.

2. Work content

1. Responsible for answering questions about basic product information

1. Obtain corresponding information from the baby page and respond to customers' basic questions such as baby size, fabric and color according to their own experience.

2. For details that are not detailed in the description of the baby, such as some details are not marked, you can check them first, then make a reply. Pay attention to the fact that the time should not exceed 24 hours, and you should properly appease the customer and take the initiative to explain the reply time and method.

3. When the customer asks whether it fits, if he is sure, he should give the customer some suggestions and recommendations on the premise that the customer provides his own size in detail. If it is difficult to determine whether it is suitable, the model size can be given to the guests for reference.

4. recommend existing home-made products according to customers' wishes, or provide broad collocation suggestions.

2. Respond to discount questions

(1) Respond to customers' basic discount information immediately.

(2) Special discounts offered by customers are generally not negotiated, and can be grasped by 2 yuan. 2 yuan asked the supervisor above.

(3) For price changes involving after-sales treatment (for example, replacement needs to make up the difference), the remarks should be clear, and the remarks and flags should be changed accordingly.

3. Respond to the information of customer's order withdrawal

If the customer's purchase intention is shaken after ordering, the customer service will handle it immediately:

(1) If the unpaid payment is photographed, the customer can close the transaction by himself, and the customer service will not close the order.

(2) communicate with the buyer to exchange money or apply for a refund, and make corresponding transaction notes.

(3) If the order has been typed but not delivered, it should be handed over to the small warehouse to find the order to be changed or cancelled, and the corresponding comments should be made, and the results should be fed back to the customer in time:

A. If the face order cannot be found, check the bottom order, verify whether it has been delivered, send the notification number and order the delivery, and feed it back to the customer service, who will then discuss with the buyer.

B. if it has been delivered, the customer service will contact the courier to return it or ask the buyer to refuse the visa, and the customer's problem will be dismissed. If it has been delivered, the customer will bear the freight.

4. Be responsible for answering the delivery question

(1) If the delivery time is asked at the time of purchase, reply immediately according to the normal delivery time. In addition, customers should also take the initiative to inform the delivery time when purchasing products.

(2) If the delivery time is inquired after the purchase and the delivery is about to expire or has expired, it is necessary to appease the guests, determine the purchase intention of the guests, and handle the cancellation, reminder and delivery.

(3) when inquiring about the delivery, if the goods have been delivered, inquire about the information of the courier and handle it accordingly.

(4) the buyer puts forward special requirements on delivery, such as delivery at the appointed time, delivery on the same day, change of address, requirements for accessories and accessories, etc., and should be serious and careful, and try to meet the customer's requirements within the company's permission.

5. Various words

(1) Beginning: Dear, I am customer service X of X flagship store. It is an honor to be your image consultant. Please lock me in. I will serve you all the time today.

(2) Bargaining: Thank you very much for choosing our store among many stores. The price of the mall cannot be changed, and it is fair to all customers. At the same time, our promise is to make any customer who buys our products truly feel value for money.

(3) invoice: the invoice is written by contacting us as soon as you receive the clothes and confirm the receipt. We all have formal invoices. You can contact us to write them and send them to you after the transaction is successful.

(4) refund application process: return application process: enter the bought baby-return refund-I want to return it-refund reason: just choose seven days without reason.

5) Fill in the logistics order number: Dear, you find your own return order. When you see it, please return it, and you will be prompted to fill in the express order number and express company. Fill it out and submit it. (Bought baby-please return it-fill in the logistics information-submit).

(6) compensation fee: shentong x yuan EMSx yuan x shunfeng x yuan x compensation fee AliPay link x please note the following items and wangwang name, such as: compensation fee-wangwang name.

(7) End: After you receive the baby, check and try it on. If you are satisfied, please give it a five-star praise. Store details: service attitude: delivery speed:

(8) Reply to offline information. The first sentence is, hello mm-I'm customer service X (smiley face icon) of X family, you asked.

6. Remarks: In principle, whoever handles it will make comments. Especially the cancellation of orders and address change.

A. Common modification price: customer service name-yellow flag

B. Unshipped orders: reason+customer service name/date-purple flag

C. Shipped orders: reason+customer service name/date-blue flag

D. Special remarks: Mainly to verify the address and quantity or style to cut into and supplement the service to customers.

3. Delivery

1. Delay the order investigation of delivery and out-of-stock, take the initiative to leave a message about the goods ordered by the customer, and negotiate with the customer to return them (check once or twice a week depending on the situation, and the goods will be delivered, and the delivery point will be dropped. Check the transactions that have exceeded the delivery deadline but can't confirm whether to deliver the goods, and rush the delivery and fill in the order according to the corresponding results to ensure that the order is complete).

2. if the goods cannot be delivered due to oversold or production problems, the customer service shall communicate with the buyer in time to refund and exchange the money.

3. Check the styles with a score of less than 4.8 on the store shelf, and after delivery, provide Want Want message follow-up service to follow up the high score of customers. The daily workflow and skills of Taobao customer service 2

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.

(I) Basic procedures for buyer's return

1. Take pictures to determine the quality problem:

It is the return of quality problems, please send pictures to confirm before handling. Pictures can be received by Want Want, or sent to the mailbox by guests (for customers to send emails in a certain format), or received by QQ customer service and handed over to after-sales customer service. The pictures must be named with the buyer's ID, and be filed in time to the after-sales problem picture collection >; In the archive, give corresponding treatment after confirmation. Non-quality problems do not need to be determined.

2. Extend the transaction time:

After the return is confirmed, whether it is a return or an exchange. Please extend the trading time of the guests for 1 days first (except those that have been successfully traded).

3. Return information to the buyer:

Then please give the buyer the return address and other information (please remember that our store only accepts express delivery and EMS, but does not accept surface mail, and does not accept any form of payment except Shunfeng and Shentong, and refuses to sign upon arrival) and handle it accordingly.

4. Remarks:

Notes in the buyer's corresponding transaction notes: All after-sales returns, if the buyer took photos on Taobao, need to record the date of handling the customer service name of the returned products in the buyer's transaction notes, and mark the note flag in blue.

5. Register the wrong delivery document:

If the customer service sends the wrong goods, it is caused by missing delivery. It should be registered in the wrong delivery document.

6. Feedback quality problem:

If it is caused by quality problem or wrong size, please give feedback to the relevant handlers. Clothes are seasonal, and such information is reflected in real time.

7. Missing parts:

1) First of all, please verify whether the delivery list in the package is consistent with the items, and rule out the possibility that we will deliver the goods separately.

2) If the goods on the delivery list are missing and the express parcel is in good condition, please put all the items received, such as clothes, cartons, accessories, express parcel bags, on the electronic scale and take photos.

(2) How to handle the parcel returned by express delivery

1. Express delivery has no items:

(1) Please change it to an EMS form, and all the categories that should be filled in the express delivery form should be filled in on the EMS form.

(2) Note the invoice number in her transaction notes, indicating that it was reissued because the courier was not returned, write your own name, mark the note flag in blue, and extend her transaction time.

(3) Inform her of the new order number and the reason for return on Want Want. If it is the fault of the customer service, please apologize.

Similarly, if it is necessary to make up the difference, the store will undertake it for the first time and inform her to shoot EMS later.

2. Express package requested to be returned by the store:

Please note the comments of the customer service who applied for returning the package in the buyer's transaction comments, and handle it according to the corresponding comments. The processing results should also be noted in the remarks.

(3) Refund problem

It is very important: please contact customer service in time for refund, and don't apply for a refund without contact, otherwise it will affect the speed and effect of your refund processing.

1. If you return a refund:

(1) Submit a complete refund reason so as not to delay the response speed of the refund. After receiving the quality inspection of your package, we will agree to the refund online. You need to fill in your return information online in time. If the refund is closed because you failed to fill in the return information in time, the store will not be able to give you a refund, so you can only apply again or contact Xiao Er to open the refund entrance.

(2) after confirmation by both parties, your refund process is also well operated, and your money will be refunded to your account within 1-2 working days.

(3) step: contact with the after-sales-you initiate a refund application on Taobao-we agree to refund the goods if they are found to be fine after quality inspection-you submit the return information-the store confirms the refund within 1 to 2 working days-you receive the refund-and the transaction is made.