What does Taobao customer service mainly do? Is it difficult?

At present, there are more and more people doing Taobao, and successful people are not uncommon. Who knows that there is a successful team behind them, and who will consider the role of Taobao customer service in this team? Very few. The boss recruits customer service, and many just want them to take orders, sort out information and place orders. Maybe this is the result of social division of labor. In fact, a good Taobao customer service plays an important role in this team, because they are the lowest-level personnel who directly contact customers. Good Taobao customer service can often retain many customers, facilitate many transactions, bring profits to the company, and is the most direct creator of the company's wealth.

Being a successful customer service is not an easy task. Below I will start from my personal customer service experience, combined with some information obtained by search, and sum up my personal experience.

A, customer service personnel requirements

1. Have a good psychological orientation, know the nature of their work, have a good attitude towards customers, have good communication skills, and have certain negotiation skills;

2. Be clear about all aspects of online store management (baby editing merchants, taking off shelves, beautifying pictures, store decoration, logistics, etc.). It's best to open a Taobao shop and try online trading (buying and selling, shipping, etc.). ). The store was born under such circumstances;

3. Be familiar with our baby, so as to communicate well with customers and answer their questions. For example, the store specializes in leisure sports brand shoes and clothing, so what the customer service should know is: the classification of goods in the store, familiarity with various styles of shoes and clothing, etc. For example, if a customer sends you a picture, you should reply quickly. In which column is Baby, open Baby, check relevant information and wait for customers to ask questions;

Be diligent and careful, and get into the habit of taking notes.

Second, the work content

1. Clean the desktop before going to work every day and keep a comfortable and clean working environment, which is conducive to maintaining a good working condition. Some companies need to punch in, don't forget. . . Hey hey!

2. Turn on the computer, log in Wangwang and other chat tools needed for work, as well as the email address. To open the Taobao background, you need to check the contents: whether there are letters in the station in the upper left corner of the background page; Whether there are letters in the bound mailbox; Check the trading records in Alipay area to see if there are any records of buyers not paying or not delivering goods. If there are unresolved records, they should be resolved in time; Check yesterday's transaction record evaluation, and deal with special cases urgently. For example, if you get a bad review, you must investigate and solve the problem in time.

3. Check the shift record book to see if there are any customers who were interested the day before yesterday, but haven't made a deal yet. They should follow up in time and consult the buyers. At this time, unexpected results can often be obtained; If you have a purchase, you need to follow up with your family to get a timely and accurate understanding of the baby's dynamics.

4. Report yesterday's sales performance to the superior and summarize the problems that need to be dealt with.

After doing these jobs well, the customer service staff can begin to concentrate on receiving customers. Transactions reached at work should be placed in time, filled into the distribution system and updated in time.

6. Work summary should be done in time.

Third, communication skills.

When receiving customers and answering questions, you should also learn some skills. Many times, we need to learn to put ourselves in the customer's shoes, understand the customer's psychology, and sincerely think of the customer from the customer's point of view (of course, the premise is not to harm the company's interests). Let me give you a few examples to illustrate.

(1) When communicating with customers, be polite, euphemistic, and don't be too tough, so as not to lose customers. Use more polite words and expressions such as "pro", "hello" and "excuse me".

(2) Assuming that the prospective customer has agreed to buy, when the prospective customer repeatedly appears in buying signal, but hesitates, the technique of "choosing one from the other" can be adopted. For example, you can aim at the customer and say, "Are you shooting now or tomorrow?" This "alternative" questioning skill, as long as the prospective customer chooses one, is actually that you help him make up his mind and make up his mind to buy it.

(3) Help prospective customers choose treasures. Many potential customers are interested in buying, but don't like to place orders quickly. He is always choosy about the color, specification, style and delivery date of his products. At this time, we should change our strategy, not talk about the order for the time being, and enthusiastically help each other choose colors, specifications, styles, delivery dates, etc. Once the above problems are solved, the orders will be carried out.

(4) Using the psychology of "fear of not being able to buy", people often want something, and the more they can't get it, they will buy it. You can use this "fear of not being able to buy" mentality to promote orders. For example, you can aim at the customer and say, "There is only one last dress left. If you don't buy it, it will be gone. " Or say, "Today is the deadline for the preferential price, please seize the opportunity, and you won't be able to buy this preferential price tomorrow."

(5) Rhetorical answer The so-called rhetorical answer means that when a prospective customer asks about a product, but unfortunately it doesn't happen, he has to use rhetorical questions to promote the order. For example, a potential customer asks, "Do you have short black skirts?" At this time, you should not answer no, but ask, "I'm sorry!" " Our factory doesn't produce them, but we have them in white, brown and pink. Which of these colors do you like? "

(6) Learning from teachers, a modest attitude is to waste your breath and try your best to be ineffective. Try this method when this business fails. For example: "So-and-so, although I know our clothes are absolutely suitable for you, my ability is too poor to convince you, I give up." But before you leave, would you please point out my shortcomings and give me a chance to improve? "Humble words like this can not only easily satisfy each other's vanity, but also eliminate each other's opposition. He will give you advice and encouragement, and sometimes he will give you an unexpected command to cheer you up.

(7) Learn some marketing skills, such as bundling, grasping the customers' greed and cheapness, bundling two or more kinds of treasures together and selling them to customers at another preferential price;

(8) learn to deal with customer bargaining. (1) Prove to customers that their prices are reasonable and cheap; Don't be in a hurry to show your cards, learn to squeeze a little toothpaste, and every little squeeze will show a very bad look; (3) Use comparative method to illustrate. For example, this shoe is sold in 65 yuan in a small shop, and the use time is 1 year. Less than 6 yuan a month, less than 20 cents a day. Considering various factors, what is this money? Buy less snacks or sell two empty beverage bottles to earn back. Bundle promotion method is also a good way to deal with counter-offer and achieve a win-win situation.