Customer service skills of Taobao after-sales operation

Customer service skills of Taobao after-sales operation

Text customer service refers to customer service based on typing and chatting, video customer service refers to customer service based on voice and video, and voice customer service refers to customer service based on mobile phones. The following are my tips on Taobao's after-sales operation and customer service. I hope everyone will read it carefully!

First, the issue of return.

1. Respond to the customer's return information immediately to appease the customer. The response time should not exceed 5 minutes.

2. In line with the principle of honesty and buyer-centered, verify the problem with the buyer and pay the return postage for the buyer's return or maintenance as appropriate, and handle it flexibly.

Sending the wrong goods: including copying, sending, omission, copying less or packaging less, and sending more. After receiving this kind of information, the customer service will verify the pictures with the customer and help to verify the weighing of the bill, and then make corresponding treatment and opinions for the customer after confirmation; Misdelivered and frequently delivered goods need to be removed from the shelves, and the customer service will replace the order or instruct the customer service to refund.

Among them, if the customer refuses to accept multiple documents, the customer service will upload the corresponding orders to Taobao for processing; The buyer admits but will not return it. First, they can contact logistics to pick up the goods. Second, pay complaints, customer service complaints, Taobao.

Broken package: if the buyer refuses to sign for it, it can be handled according to the normal process, which involves returning goods, as above.

If the buyer has signed for it, several pieces will be checked and weighed by the customer service, and compensation can be negotiated with the logistics. If negotiation fails, it will be replaced according to the actual situation; If the clothes in the package are damaged, it is necessary to negotiate and upload the voucher for verification and issue the sender's certificate. After customer service and logistics coordinate and verify, they will handle it accordingly, which involves returning goods.

Quality problem: A. Within three days after receipt, there is no trace of wearing, and the customer service needs to ask the customer to upload photos as much as possible. If the buyer cooperates, it will be handled normally after verification (return or self-repair, bear certain expenses after sale, or make certain discount compensation); If the buyer doesn't cooperate, it's really impossible to ask the buyer to return the goods and hand them over to the background for verification. If there is a quality problem, it is the same as the previous treatment. If not, communicate with the buyer after sale.

B. If quality problems are found after the after-sales treatment time or wear, negotiate compensation; If the buyer does not agree, the buyer should ask the supervisor for advice.

C. if the customer is responsible, the principle is not to refund. But try to handle it well to avoid bad reviews and customer churn.

Second, the problem of after-sales logistics.

1. immediately appease the buyer, so as not to cause evaluation complaints. The response time should not exceed 5 minutes, and the resolution time should not exceed 48 hours.

2. Communicate with the courier and reply to the buyer:

A. Because the address can't be delivered by courier, and it's difficult, negotiate with courier to transfer the EMS, or send it back and resend it with comments.

B. If the courier is sent to the wrong address or the parcel is lost or damaged, it will be reissued for the buyer as appropriate, with comments and submission of the goods to be removed.

Third, the after-sales problem picture archiving

Receive pictures of various quality and production problems from the buyer, and the after-sales customer service files them in the corresponding "after-sales problem pictures" folder. The name of the picture format is changed to customer ID for reference.

Fourth, responsible for the feedback of production problems.

In a short period of time, the quality problems of the same paragraph and batch are generally reflected, or there are major quality problems after verification:

1. In the same paragraph, many customers report problems, and the feedback needs to be verified.

2. Customers' opinions on styles, sizes and colors.

Verb (abbreviation for verb) is responsible for some pre-sales work.

Pre-sale includes cancellation of orders and exchange of money. , after-sales spare time to participate.

Six, lost compensation certificate registration

If the parcel is lost or damaged due to the negligence of express delivery, the specific products and compensation amount should be made into charts and registered immediately for accounting at the end of the month.

Seven, the verification and registration of the wrong goods documents

For the after-sales problem, it is determined that it is the wrong goods, and all customer service will hand over the relevant ID and error information to the auxiliary after-sales customer service for verification and registration in this document.

Viii. Verification and registration of updates and after-sales documents.

1. Coordinate with all parties to update the processing information of all items in the night shift handover file left the night before (processing will start in the morning and must be completed in the morning).

2. Receive the after-sales information submitted for registration by the customer service, verify it accordingly, and register it in the "after-sales document".

Nine. Daily maintenance and return visit of special VIPs

Once a month 1 time, pay a return visit to some special VIPs who are usually demanding but can't be ignored-different guest lists have different meanings.

After-sales work specification

Principle:

1. Whether it is a quality problem or a non-quality problem, it can be returned. 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. Pay attention to the guest's mentality. The most important thing is to be honest with others, be patient and handle things carefully, so as not to have too much resentment.

2. It's the owner's own problem, so he should be responsible for the timely return postage and help the guests exchange goods or refund.

3. It is not the store's own reason, but also the real reason for customers to return goods, which is good for 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 and solve them by phone, SMS or WeChat (except for replying to offline messages on after-sales Want Want), and don't passively wait for the buyer to come to the door.

5. Under normal circumstances, all returns will be refunded or exchanged after the buyer returns the goods (if the customer pays the full amount separately, it is just a normal purchase). If there are special circumstances, such as the fault of the store itself, the buyer urgently needs to receive the changed clothes first, and we can also make an exception to help the buyer deliver the goods and provide our express number.

6. Difficult buyers, or buyers with hidden dangers after sale, please get into the habit of taking screenshots of key chat records at any time and know how to protect yourself with Taobao.

7. Exchange postage:

A. Because the baby has quality problems or the description is inconsistent with the real thing, we will bear all the postage for the return. Please help us pay in advance. After the transaction is completed, you can contact us and return it to your Alipay account, or if you agree, you can use the balance to offset the freight charges for future transactions. Please rest assured.

B. If it's not our problem, you need to be responsible for the replacement fee yourself, take a link to make up the postage online and pay for it yourself. Never put money in a parcel to avoid the risk of losing a piece or cash and avoid disputes. If it is not the seller's responsibility, whether you exchange the pre-sold baby or the difference between your exchange and exchange, you need to pay for the round-trip postage yourself.

(1) Basic procedures for buyer's return and exchange

1. Take photos to determine the quality problem:

It's a return with quality problems. Please send a picture to confirm before processing. Pictures can be received by Want Want, sent to the mailbox by guests (for customers to send emails in a certain format), and received by QQ customer service and handed over to after-sales customer service. The pictures must be named with the ID of the buyer and filed in time, and the corresponding treatment will be given after confirmation. Non-quality problems do not need to be determined.

2. Extend the trading time:

After confirming the return, whether it is a return or a replacement. Please extend the trading time of the guests 10 days (except those that have been successfully traded).

3. Return the information to the buyer:

Then please send the buyer a reply address and other information (please remember that our store only accepts express delivery and EMS, does not accept surface mail and express mail, and does not accept any form of cash on delivery except SF Express and Shentong) and handle it accordingly.

4. Remarks Transaction remarks:

Remarks in the buyer's corresponding transaction notes: For all after-sales returns, if the buyer takes photos on Taobao, the name and date of the customer service who handled the returned items should be recorded in the buyer's transaction notes, and the notes should be marked in blue.

5. Incorrectly registered delivery documents:

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

6. Feedback quality issues:

If it is caused by quality problems or size errors, please feedback it 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 of separate delivery.

2) If the goods on the delivery note are missing and the express parcel is intact, please put all the clothes, cartons, accessories, express parcel bags and other items received on the electronic scale and take photos.

(2) How to deal with the parcel returned by express delivery?

1. Express without order:

(1) Please change it to an EMS form. The EMS form still needs to fill in all the categories that the courier should fill in.

(2) Indicate the invoice number on her transaction bill, indicating that it was reissued because the courier could not be returned, write your own name, mark the bill in blue, and extend her transaction time.

(3) Inform her of the new order number and the reason for returning the goods on Want Want. Please apologize if it is the fault of the customer service.

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

2. Express parcel returned by the mall:

In the transaction notes of the buyer, please check the opinions of the customer service who applied for returning the package and handle it according to the corresponding opinions. The processing results should also be indicated in the remarks.

(3) Refund.

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

1. If you want a refund:

1) Submit a complete refund reason, so as not to delay the refund response speed. We will agree to refund online after receiving your package quality inspection. Need to fill in the return information online in time. If the refund is closed due to your failure to fill in the return information in time, the store will not be able to give you a refund, so you can only reapply or contact Xiao Er to open the refund entrance.

2) Upon confirmation by both parties, your refund process has been completed, and your money will be returned to your account within 1-2 working days.

3) Step: Contact the after-sales department-you initiate a refund application on Taobao-we agree to refund after receiving the 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 over.

2. If you only want to refund the discount or postage:

1) Submit a complete refund reason, so as not to delay the refund response speed. Our store will return it to your account within 1-2 working days after confirmation.

2) If the transaction is successful due to your improper operation or failure to apply for partial refund in time, you can only apply for after-sales refund again or contact Xiao Er to open the refund entrance.

3) Steps: contact the after-sales service-you initiated a partial refund application online-select I want a refund but don't need to return it-and then fill in how much money you need to pay the seller (if the store needs to refund you 10 yuan and you paid 100 yuan at that time, you have to pay the seller 90 yuan)-65438+.

3. If your order status is waiting for delivery from the seller, you need a refund:

1) After receiving your refund application, it may take our store 1 to 2 working days to cancel the order or recover the goods. After the customer service confirms the refund, the money will be credited to your account.

2) Steps: contact after-sales service-you apply for a refund-the warehouse cancels the order (or express delivery)-the refund confirmation-you receive the refund-and the transaction is over.

3) Please note: Our store will pack the package during the day and wait for the express delivery to pick it up, and confirm it at night. There will be a misunderstanding that your goods are actually packed in a parcel, but we didn't place an order for delivery online, and the parcels piled up every day. Please don't think that our store will not refund you in time.

Verb (abbreviation of verb) valuation

1. View the customer's evaluation information in evaluation management.

1) is not good. Check the bad situation and feedback it to the customer after modification and improvement.

2) OK, give a compliment.

3) It is best to use feedback and explanation. When the store traffic base is large, there is actually a lot of traffic from product evaluation. Don't ignore this highly transformed place.

2. Collect favorable pre-sales and after-sales questions.

According to the new praise every day, there is information reflecting various problems, classified and summarized, and communicated with buyers appropriately.

3. Draw the red envelopes given by the collection store.

From time to time, give red envelopes to collectors and buyers with purchase records.

4. In response to favorable comments, some activities can be carried out to guide buyers to give favorable comments (for example, 5-point screenshot to send coupons or package express delivery).

Six, product attribute knowledge, and docking

1. For the training of product knowledge and selling points, a new customer service reality show will be held regularly, so that customer service can get in touch with clothes, be more impressed and get familiar with products quickly.

2. The superposition algorithm of docking operator's store activities, prices and various discounts, and the analysis of customer service activities.

;