What is Taobao customer service?

Question 1: What does Taobao customer service do? Taobao customer service mainly receives customer inquiries. When you ask a seller a question on Wangwang, Taobao customer service will greet you. In addition, Taobao customer service may also handle some after-sales issues such as negative reviews in the store and inquiries about express delivery issues. The customer service work content of each store is not necessarily the same. Search for Taobao customer service recruitment on 5Jiyo, and you will understand after reading it

Question 2: What does Taobao customer service mean in Taobao? The work classification of the customer service department is: pre-sales - in-sales - after-sales - negative reviews - supervisor - manager. The authority increases in order, and the manager is the store manager.

Pre-sales: Responsible for receiving customers, answering customer questions, and guiding customers to purchase products. Don’t think that typing is easy. In fact, it is purely physical work. Finger joint pain is common. The main assessment indicators are reception volume and conversion. Rate. It has the lowest authority. In principle, it cannot erase zeros. If it must be erased, the amount will be about 1/100 of the order. It can only be erased 2 or 3 times a day. If a major customer requires a discount, he or she must apply to the supervisor.

If commission is not included, the income is the lowest among customer service (my previous store did not have commission, but only a few hundred rewards for the top performers every month, but there was still no after-sales service/high negative customer service) , the only advantage is that as long as you don’t scold the buyer, you basically won’t make a mistake.

On sale: The main job is to check items and process problem orders. Checking parcels includes answering customer questions about the whereabouts of parcels, handling overtime delivery, out-of-region delivery, address changes midway, parcel loss, etc. Generally, there is express customer service QQ. They have their own internal system with very powerful information and functions. Most problems can be directly sent to express customer service for processing.

What is more annoying is dealing with problem orders. Problem orders include: the same Want Want took several orders with different addresses, the address is unknown, the address is out of area, the product is out of stock, the free shipping conditions are not met, and the buyer leaves a message If the order cannot be satisfied, a dedicated person will extract the summary from the backend for the problem order, and then send a form to the seller every 2 to 3 hours. The form is divided into 7 to 9 categories according to the type of problem.

Question 3: What are the responsibilities of Taobao customer service? Whether it is pre-sales customer service or after-sales customer service, it is nothing more than providing services to buyers

Question 4: What does Taobao customer service need to know? 1. When talking to customers, you can only communicate through Wangwang, and do not communicate through WeChat, QQ and other tools. If you reach an agreement with the customer over the phone, the customer needs to confirm it on Wangwang

2. Customers come to consult Please do not send relevant information about other orders directly (6 points will be deducted for leaking customer information). Let the customer use BuyWangwang for consultation and communication

3. When the customer asks for invoicing, tell him that the company supports invoicing.

4. To exchange goods, you need to receive the goods sent back by the customer before exchanging them. Let the customer send the returned express delivery receipt to customer service in order to track the express delivery

5. Buyer Asked if there is a cash rebate, I can’t say there is a cash rebate

6. Has the buyer inquired whether you have JD.com? Replying to customers, I am only responsible for Tmall and other platforms. I don’t know. Sorry dear

7. When customers inquire about exchanges or returns, first check how many orders there are, when they were purchased, and then inform them whether returns or exchanges are possible (note If it has been worn and washed, it will not be returned or exchanged if it affects secondary sales).

8. Let the customer confirm receipt before transferring the price difference to the customer

9. Orders from Hong Kong, Macao and Taiwan will only be sent by SF Express, and the customer will be informed that the postage will be deducted if the return is refused without reason. Reject the product and get a refund. The customer requires payment of the price difference, informs the corresponding amount, and then sends SF Express for payment.

10. The address of the transfer warehouse is not issued (for example: Zhejiang Yiwu Yuantong transfer warehouse)

11. When the buyer inquires whether the size can be worn, whether it pills or fades, the customer service can only reply It is recommended that the size should not be guaranteed to the buyer. Reply to the buyer and it will not pill when worn normally. Remember to dry clean it when washing

Question 5: What is Taobao customer service? What is a Taobao customer? Does it mean the same thing? I don’t mean that.

Customer service refers to the staff, the seller who sells your goods, who will help you answer any questions you don’t understand.

Customer refers to the person who receives service and buys things.

Hope this helps.

Question 6: What are the specific work contents of Taobao customer service? What does it mean to be a Taobao customer service?

Question 7: What skills are needed to be a Taobao customer service? 1. Be familiar with the product and understand product-related information. For customer service, familiarity with their own store's products is the most basic job. In the past, before the company launched each new product, it had to carry out relevant product training. Customer service is the bridge between the store and customers. Once this bridge is not built, Well, maybe you lose this customer forever. You must have a thorough understanding of the product's features, functions, precautions, etc., so that you can fluently answer all kinds of product information raised by customers.

2. Receive customers. As mentioned in the previous article on how to recruit online store customer service, as a shopping guide customer service, it is best to be enthusiastic and lively. An excellent customer service person knows how to receive customers well and at the same time guide consumers to make incidental purchases. For those customers who are bargaining, we first need to clarify the store's position: Dongdong's prices are very low, and it is not easy to bargain. If the customer is obsessed with the price factor, he will decide whether to accept the business based on the situation. Even if the customer is finally given a discount, he must make the customer feel that the discount is hard-earned and that it is a special discount from the store to him.

There are two main ways to receive customers. One is to use instant messaging tools such as Aliwangwang and QQ to communicate with customers; the other is to answer calls from customers. For telephone communication, customers are required to be more flexible. After all, you cannot have enough time to think like you can on Wangwang.

3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so customer service needs to go to the online store manager to check the actual inventory of the product, so that there will be no shortage of goods and orders cannot be sent. Now using a browser specifically designed for Taobao sellers: Online Store Wizard, you can synchronize inventory data on the page, which is very convenient.

4. The customer places the order and pays, and checks the receiving information with the customer. Many seller friends tend to overlook this point. Although most customers have the correct address when purchasing, some customers forget to modify it because the receiving information has changed. As a buyer, I often help friends buy things. , sometimes you forget to change the receiving information to that of a friend, so after the customer pays, remember to check the receiving information with your customer. This can not only reduce your losses, but also make your customer feel that you are very careful. Do things carefully. While checking customer information, we also need to provide the courier company that the store can deliver to and ask the customer what kind of courier they would like to send. After all, each courier company has different service levels in each city and each region. According to the needs of the customer , everything is customer-centered. If the customer does not expressly express his/her request, we will default to express delivery.

5. Modify the remarks. Sometimes there are changes in customer order information or receipt information. As a customer service person, you have the obligation to report the changes so that colleagues who make orders know that there are changes in the order information. Under normal circumstances, the default is to use the small Use the red flag as a note, and write down the reason for the change, the modified manual number and the modification time. In this way, the changes will be clear at a glance, and you can also directly capture it when you use the online store manager to make orders later.

6. Shipping notice. After the goods are sent out, you can use SMS Cat to send a message to the customer to tell them that the package has been sent. This can also increase the customer's favorability towards your store. For customers who have not paid for the products they photographed, if they are Wangwang online customers, they can send a message to the customer in the afternoon saying that the order cut-off time is coming soon. If they pay now, they can be shipped today. This is called "order reminder". For customers, some customers may forget to pay after placing an order, and then gradually forget about it. If you remind them a little, let them think of it. In this case, it is equivalent to you Attracted one more customer. For those customers who have no intention of purchasing but just took pictures on impulse, you can close the order manually. Although the Taobao system will automatically close at that time to facilitate the work of other colleagues. Repeated orders are similar to this method. The key is to contact the customer and ask Be clear about your purchase intention.

7. Cash on delivery order processing.

Taobao has launched a cash on delivery function, which is a good thing for sellers. However, many buyers do not know the meaning of cash on delivery and directly choose cash on delivery. When they receive the goods, they will look at the price comparison on the website. If it is more expensive, they will think that your store is deceiving him and reject the order. If you just reject the order, you just need to pay more for express delivery. But if the customer thinks in his heart that you are deceiving him, what you may lose is There are a group of customers, so for customer service, as soon as they see a cash on delivery order, they need to contact the buyer immediately and inform them that the price of cash on delivery is slightly more expensive. If you buy...>>

Question 8: What basic knowledge is required for Taobao customer service? 1. Familiar with the product: Understand product-related information. For Taobao customer service, familiarity with their own store products is the most basic job. Taobao customer service is the bridge between the store and customers. Once this bridge is not established, you may lose this customer forever. Therefore, you must have a thorough understanding of the product's features, functions, precautions, etc., so that you can fluently answer all kinds of product information raised by customers.

2. Receiving customers: As a shopping guide and customer service, it is best to be enthusiastic, flexible and changeable. An excellent Taobao customer service staff must not only know how to receive customers well, but also guide consumers to make incidental purchases. For those customers who are bargaining, you first need to clarify the store's position: the price of the product is very low, and it is not easy to bargain. If the customer is obsessed with the price factor, he or she will decide whether to accept the business based on the situation. Even if the customer is finally given a discount, the customer must be convinced that the discount is hard-earned and that it is a special discount from the store to him. Provide necessary greetings when receiving customers, answers to customer inquiries, price negotiation, delivery and arrival time, etc. If necessary, call the buyer.

3. Cash on delivery order processing: Many buyers of online shopping do not know the meaning of cash on delivery, so they directly choose cash on delivery. When they receive the goods, the price is more expensive than on the website. Some, so most buyers will think that your store is deceiving him and refuse to accept the order. If you just refuse the order, you just need to pay more for express delivery. But if the customer thinks in his heart that you are deceiving him, you will lose may be a group of customers. Therefore, for Taobao customer service, when they see a cash on delivery order, they need to contact the buyer immediately to inform them that the price of cash on delivery is slightly more expensive and confirm whether the customer needs cash on delivery. , if the buyer agrees to ship to pay, he can write an order for delivery, otherwise he will need to place a new order. Let Taobao customer service call the customer to confirm. Although the phone bill is a bit more, the facts prove that the rejection rate has become very low.

4. Customer evaluation: After the transaction is completed, remember to write an evaluation to the customer. This is an opportunity to advertise the store for free.

Many friends were moved to tears by this reputation. But you must know that it is not impossible to deal with negative reviews. Whenever you find a negative review, you should quickly communicate with the customer to see what caused it. Customers will not give you negative reviews for no reason. Understand the situation first, and then solve the problem. Understand the reason and act with emotion. Generally, customers will modify their reviews for you. Of course, some buyers now obtain improper benefits through malicious negative reviews. In this case, customer service It is not impossible. First of all, we must pay attention to collecting information in order to collect evidence for the subsequent reversal of the complaint. The most important thing about being an excellent Taobao customer service person is empathy. Empathize with customers, think from the customer's perspective while considering the company's interests, and maximize customer satisfaction

Question 9: What is the Taobao customer service workflow in Taobao stores? There is nothing special about it. A common situation is, pre-sales, receiving customers - solving questions - prompting orders - following up on logistics during sales, solving complaints about logistics from impatient customers - after-sales, handling customers' returns and exchanges, product explanations and supplements Ah, wait for the question.

Question 10: What are the main daily responsibilities of Taobao customer service? Taobao customer service daily work content:

1. Communicate with customers through Aliwangwang, answer various questions raised by customers, and conclude transactions.

(1) 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 related personnel

(4) Regularly or irregularly conduct customer return visits to check the maintenance of customer relationships

(5) Responsible for developing and maintaining good customer relationships

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

(7) Establishing customer files, quality tracking records and other after-sales service information management systems

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2. Responsible for timely tracking of goods delivery trends and timely communication with users to avoid user dissatisfaction.

3. Communicate with customers through Aliwangwang, answer various questions raised by customers, and conclude transactions.

(1) 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 related personnel

(4) Regularly or irregularly conduct customer return visits to check the maintenance of customer relationships

(5) Responsible for developing and maintaining good customer relationships

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

(7) Establishing customer files, quality tracking records and other after-sales service information management systems

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4. Responsible for timely tracking of goods delivery trends and timely communication with users to avoid user dissatisfaction.