Taobao customer service work skills

The job of Taobao customer service is not simple. How to be a good Taobao customer service? Below are the working skills of Taobao customer service that I have collected and compiled. I hope it will be helpful to you.

Taobao customer service work skills

1. Whether it is a quality problem or a non-quality problem, try not to return or exchange the product if you can. Reasonably control the refund rate and return rate, but it is the store's responsibility to be responsible to customers, and it must be shouldered. Pay attention to the guest's mentality. The most important thing is to treat people with sincerity, be patient, and handle things with empathy, so that there won't be too much resentment.

2. If the problem is the store itself, it must be responsible for the return postage in time to help the customer exchange or refund.

3. If it is not due to the store itself, it is also necessary to understand the real reasons for customer returns, which is beneficial to improving products and stores. Customer service is the eyes, ears and mouth of the company.

4. For all after-sales problems and out-of-stock notification problems, as long as the buyer is not online, please contact us by phone, text message or WeChat to solve them (except for replying to offline messages on Wangwang after-sales). Do not Passively waiting for buyers to come to you.

5. Under normal circumstances, all returns and exchanges are made after the buyer returns the goods and then refunds or exchanges them (exchanges made by the customer who paid the full price separately will not be counted, only normal purchases will be counted) ). If there are special circumstances, such as the store's own fault and the buyer urgently needs to receive replacement clothes first, we can also make an exception and help the buyer express the goods when she sends the goods and provides us with the courier tracking number.

6. Troublesome buyers, or buyers with hidden dangers in after-sales processing, please develop the habit of taking screenshots of key chat records at any time, and know how to use Taobao to protect yourself.

7. Exchange and postage issues:

a. If the product has quality problems or the description does not match the actual product, we will bear all the return and exchange postage. Please help us pay it in advance and wait for the transaction. After completing the contact between you and us, we will refund it to your Alipay account, or with your agreement, the remaining balance can be used for future transactions to use the freight. Please rest assured.

b. If it is not our problem, you need to pay for the replacement cost yourself. You can take a link to replenish the postage online and pay it. Never put money in the package to avoid the risk of lost items or cash. , to avoid disputes. If it is not the seller's responsibility, whether you are exchanging a pre-sale product or exchanging the product to make up for the price difference, you need to bear the return postage yourself. Essential skills for Taobao customer service

1. Modesty

Refers to the humble content, humble tone, and humble attitude. Needless to say, everyone knows that when customers come in, they must Your own wallet becomes thinner. And a humble attitude can make customers feel that shopping in the store is a kind of enjoyment, and thus feel that their money is worth spending. Therefore, modesty makes people spend money to buy their mood.

　2. Sincerity

Refers to the candid attitude of customers when answering questions. Don't exaggerate, and give the best suggestions at the same time. Let customers have a high sense of trust. Therefore, even if you recommend a competitor's product, customers will have a good impression of you. Therefore, sincerity means that people spend money to buy trust.

3. Speed ??

Refers to quick response. When someone comes to you on Want Want, as a customer service member, you must respond as soon as possible. Talking to customer service, today’s society is all about efficiency, and online purchasing is also a convenient choice without leaving home. If a customer feels that the response to buying something from you is too slow, it is a waste of his time and he will naturally not come back. So speed means making people spend money to buy time.

4. Affinity

Refers to friendly conversations. It is the best choice to become friends with customers. Some customers are more cheerful and easy-going by nature. When recommending products to her, At that time, I suddenly made a few common remarks. I said that my brother had been deceived outside, so buyers should be careful not to make mistakes. At this time, the two of you will not be on opposite sides, but a united front. Things will naturally be easier to sell. Old relatives? Let people spend money to buy feelings.

Customer service work is also a knowledge and a skill. Mastering certain communication skills is very helpful for our work and can greatly improve the order conversion rate.

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, ordering instructions, etc. 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. Increase sales

Sales is an art. In addition to patient answers and intelligent replies, customer service also needs to be able to make a customer come in just to buy something for 10 yuan and leave satisfied after paying 100 yuan. This is the realm of sales.

4. Emotional maintenance

If you want a customer to become your regular customer. Being friends with him is the best choice. On some special days, or on the eve of promotions, say hello to him in advance in the most gentle way, or give him some discounts. It is a continuation of emotion. This kind of Emotion, contained in business relationships, will be an extremely huge wealth.

5. Problem handling

When working in customer service, we often encounter various emergencies, such as complaints from old customers, buyers with large orders who need urgent goods, and customers with unreasonable attitudes. How to handle it well and turn their worries into joy is the necessary responsibility of customer service.