Responsibilities of customer service in Taobao shop

Customer service responsibilities of Taobao shop 1. Working hours and responsibilities of pre-sales customer service

Pre-sale customer service is generally divided into two shifts: the working hours of day-shift pre-sale and night-shift pre-sale can be divided according to the peak period of buyers' visits. The principle is to ensure that the two shifts of customer service overlap during the afternoon rush hour; For example, the peak time for buyers to shop is11:00-13: 00 in the morning and 15:00- 17:00 and 20:00-22:00 in the evening, so we will arrange two shifts.

Daily work content of pre-sales customer service

1. At the pre-job meeting, the customer service supervisor will inform you of product updates, event notifications, preferential policies, gifts and other matters.

2. Check whether the quick reply is synchronized as required.

3. Understand the change of self-inquiry and colleague's inquiry the day before, sum up your own shortcomings and make optimization in advance.

4. Here, I suggest you take a note on the computer or simply sort out the documents, sort out the questions that buyers often ask, and inform you to sort out your own replies to see where you have caused the loss of customers and whether there is a powerful rescue plan.

5. Pay attention to the silent list after the night shift yesterday, so as to facilitate the warehouse to count the delivery.

6. Urge unpaid orders. It should be noted here that when dunning, please try to read the chat records of colleagues last night before describing the relevant dunning words, or you can dunning from the direction of preferential activities when there are preferential activities the day before. Simple and quick phrases have a bad urging effect. At the same time, property buyers who are urged to meet the standards and bright stars will be the focus of transformation.

7. Receive buyer's consultation

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8. Buyer information

Buyers can be divided into transformed buyers and untransformed buyers. For the converted buyer, the information about the marking remarks should be collected according to the characteristics of this buyer. For buyers who haven't converted, we should first collect the information that customers don't buy, such as: high price, poor quality, novel style, high cost performance of peers, no discount, few functions, no postage, poor express delivery, etc., make records in time and feed back to product development or operation every day. Because the buyer's feedback is definitely the most direct, we have accumulated more information over time. 100 among the buyers' comments, 90 people said that our styles were not novel and our clothes were rustic. So, should we give more consideration to the choice of products? Of course, for customers who have not made a deal, we can also make additional purchases or collect instructions, or pay attention to our micro-amoy to make it our customer base. Over time, these customers are still likely to change under our subtle influence.

Second, after-sales customer service working hours and principles

Half of the after-sales customer service is also divided into two shifts. Nowadays, people's life is fast, and more and more people go to work during the day and have no time to deal with after-sales problems. Only at night will there be after-sales consultation, so it is very necessary to have after-sales service at night.

Daily work content of after-sales customer service

1, pre-job meeting, familiar with product update, product principle and structure, store activity arrangement, preferential policies, gifts, etc.

2, check the quick reply

3, adjust their mentality, after-sales customer service mentality should remain peaceful, can not be employed with emotions.

Sort out the returned documents, and check each after-sales document with the information sent on your computer the day before. Check the returned parts and actively contact the buyer for the next after-sales or return.

5. Accept after-sales consultation normally.

There are also various after-sales problems.

Including checking logistics, contacting relevant units to communicate and coordinate, and colleagues to appease buyers' emotions.

Refund and return, to understand the customer's demand for refund and return, the principle is to recover the loss as much as possible and recover the order as much as possible. You should know that if you can't recover the buyer, you will follow the normal refund or return process. Here, after-sales customer service should pay attention to the processing speed and refund reasons, and the refund reasons should try to let buyers choose non-product quality and non-service attitude options.

Handling complaints: After-sales customer service should first apologize to appease the buyer's emotions when handling complaints, then understand the situation and conduct coordination and communication in all aspects, and finally give the buyer a solution. The principle is to try to solve the problem peacefully. What we want is not an attitude problem. We should try our best to retain customers and not hurt the hearts of any customers who trust us. However, if the buyer is unwilling to negotiate with us and ask Xiao Er to intervene in safeguarding rights, then the after-sales customer service will actively submit various vouchers to cooperate with Xiao Er's handling.

Evaluation and handling: the reply of favorable comments and the explanation of bad comments.

Take the initiative to contact the buyer, modify or delete the bad reviews after negotiation, and give an explanation if negotiation fails. We must pay attention to the poor evaluation and deal with it in time to minimize its impact on the transformation.

6. Collation and collection of customer information

Customers who need to return goods and exchange goods need to establish after-sales files to comprehensively sort out and collect customer information.

Complaints, bad reviews of buyers. In the process of after-sales communication, we should sincerely solve problems, collect customers' opinions and complaints, and see if they have any doubts about the store and products. The next day, these opinions and suggestions were sorted out and handed over to the relevant departments to truly solve such problems from the root and prevent similar complaints from happening again.

Customer service responsibilities of Taobao Store 2 1. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal.

(1) is responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

(2) Responsible for effective customer management and communication.

(3) Responsible for establishing a customer service team and training customer representatives and other relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

(6) Responsible for organizing after-sales service of the company's products.

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

2. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

3. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal.

(1) is responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans.

(2) Responsible for effective customer management and communication.

(3) Responsible for establishing a customer service team and training customer representatives and other relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

(6) Responsible for organizing after-sales service of the company's products.

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

4. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

1, contact buyers for consultation through online sales tools, so that interested customers can reach a deal.

2. Familiar with the company's product information and product transaction process. Understand the needs of customers and correctly describe the characteristics of products.

According to the customer's needs, reasonably recommend styles and sizes for customers and promote the conclusion of the transaction.

3, accurate, concise, efficient and friendly reply to all kinds of questions raised by customers when buying. Ask for help from colleagues or customer service team leaders who can't solve it themselves.

4. When consulting, put yourself in the customer's shoes and make a quick and correct response to the customer's inquiry at the first time. Retain every high-quality customer with first-class service. And expect to develop a group of high-quality customers with it as the center. Fully tap the customer's word-of-mouth communication effect.

5. Establish a professional, efficient, responsible and trustworthy corporate image among customers with thoughtful, thoughtful and efficient service every time.

6. Strict work style, correct work flow and high sense of responsibility. Avoid personal emotions causing losses to the company.

7, timely feedback to the superior leadership problems encountered in the work and solve them quickly.

Familiar with commodity information, understand customer needs, master communication skills, correctly explain and vividly describe the characteristics and advantages of related products.

Accurately, concisely, efficiently and amicably answer all kinds of questions raised by customers when buying goods, and establish a professional, responsible and trustworthy store image among customers with every thoughtful service.

(3) When inferior customers can't communicate smoothly in the reception work, if necessary, you can ask colleagues or supervisors for help.

(4) Make notes in a timely and correct manner, and ensure that the billing personnel are informed at the first time to avoid sending the wrong goods.

⑤ When there is no customer consultation, you should browse more familiar shop goods.

Customer service responsibilities of Taobao Store 3 1. The basic work is to do a good job of customer inquiry and guide customers to buy our products, which is not enough, because this is only the job of a shopping guide and does not have the ability to become a professional salesperson. Because sales, as a major promotion method, should be active and conscious, rather than passively waiting for customers to bargain. Because I used to be engaged in specialized sales work, doing sales is a very hard thing, and the requirements for every salesperson are also very high. This is not only a simple answer to customers' questions, but also how to promote their own shops and products and services.

2. Keep a good record of every day's work, record every day's problems (think about the causes of these problems) and how you solved them. If these experiences are written out, on the one hand, they can be used as lessons to remind themselves to constantly improve their working methods in their future work, and on the other hand, they can improve their business ability and become a qualified sales customer service staff through continuous practice.

3. Communicate with strangers actively, be bold and enthusiastic, and don't be afraid of being rejected by others. Mainly women (because we mainly make women-related products), promote our stores and products, let more customers know about us and expand our influence. If others also have shops, please make links to each other. Although these jobs are trivial, as a salesperson, they should be done. Qualified salespeople and excellent salespeople are reflected in these very detailed aspects. There are often salespeople who think that the work is very simple, not that there is nothing to do without shopping, but that there are quite a lot of things to do. Think about yourself. Have you ever done this? Have you thought about these questions?

4. Write more articles. As a salesman, there are many questions, and they are very convincing. If there is no problem, it can only show that you are not a qualified salesperson, but a very junior salesperson. If you look at the daily work record, you should have quite a lot of experience and lessons. Writing it out will be very good for you.

5. On the basis of understanding the process and characteristics of Taobao, an excellent salesperson can put forward a suitable marketing plan according to the actual situation, provide page views and turnover rate, and improve the popularity of online stores and brands. Only by expanding the network market share and increasing the market share can our company develop and progress continuously and our work will be more in place.