What is the daily work of Taobao Tmall customer service?

In addition to the basic work of customer service, Taobao Tmall customer service also includes pre-sales preparation, customer reception, related sales, order reminder, after-sales service and old customer management. Through communication with customers, we can understand customers' preferences, introduce and recommend products in a targeted manner, and promote orders. A good customer service can greatly improve the store's conversion rate, customer unit price and return rate.

Taobao Tmall customer service daily work:

1. Customer Service Basis

1) The complete process of selecting products from customers, communicating with customer service, placing orders for payment, receiving goods and evaluating is the buyer's shopping process. As a customer service, you should be familiar with the details of each step;

2) Customer service should be familiar with the tools and software of the store, whether it is the use of Niu Qian, the function of plug-ins or auxiliary software, which are essential tools to improve work efficiency;

3) clearly understand the rules of consumer protection, abide by the rules and norms, and let consumers and stores get a win-win result;

2. Pre-sale preparation

1) A good customer service can greatly improve the store's conversion rate, customer unit price and return rate.

Therefore, it is necessary to memorize the various elements and characteristics of the product, and can calmly deal with it when communicating with consumers;

2) When there are activities in the store, we can arrange and prepare the activities in the store with the operators and other relevant partners, so that the activities can be carried out in an orderly manner;

3) Customer service is a window for direct communication with customers, and it is also the image of the store, so it is necessary to put customers first and serve with heart; Professional persistence and active learning;

4) The responsibilities of various positions in customer service are also different. Strive to do one's own job well and promote the overall work;

3. Customer reception

1) When receiving customers, keep warm, communicate actively, pay attention to politeness and reply words;

2) Understand customers' preferences through communication with customers, introduce and recommend products in a targeted manner, and make it convenient to place orders;

3) Answer customers' questions in an orderly manner, dispel customers' doubts and clarify after-sales service guarantee;

4. Associated sales

It is very necessary to learn to use associated marketing to promote the promotion of customer unit price when communicating with customers;

5. Order reminder

Shop payment reminder is a skill that customer service must master, which plays an important role in improving the conversion rate, reducing costs and increasing sales.

The timing, frequency and tools of dunning are very important.

6. After-sales service

The after-sales link is also a very important part.

In addition to answering customers' inquiries about goods online, arranging orders and cooperating with other departments to complete a series of online shop operations and customer service.

At the same time, do a good job in after-sales customer service, communicate with after-sales departments, communicate with customers online, understand customer needs, properly handle customer complaints, and ensure customer satisfaction.

7. Old customer management

When a customer comes to consult, he can immediately tell whether the customer is an old customer or a new customer. So as to make different countermeasures.