What does Taobao customer service mainly do and what is its work content?

Hello, everyone, I'm Xiangzi, Xiangzi of Xiangzi camel. This time, I want to talk to you about the customer service and after-sales positions of e-commerce.

E-commerce customer service: refers to the staff responsible for selling products and providing services on the e-commerce platform. We often say that customer service usually refers to the online receptionists in Taobao or Tmall stores. Their main job is to receive sales online and deal with after-sales problems. Online customer service is very different from traditional offline store customer service. When communicating with consumers, traditional offline store customer service can examine consumers' psychology by observing customers' expressions, tone and eyes paying attention to products, and let consumers feel quality service through their body language, tone and smiling expression. The most important thing is that when consumers buy products online, they can see the real products and have an intuitive perception of the products. After all, the key factor that determines whether consumers buy or not is the product itself. But online shopping, consumers can't see the product in kind, so they will have great doubts. Usually, if these questions are not clearly expressed or the product description page is not involved, consumers will choose to consult online customer service, which is much more difficult than offline store customer service to make recommendations on the premise that consumers can't see the real product.

At the same time, in traditional offline stores, consumers will try out the real things before buying, such as clothes, shoes and hats, skin care products, etc., which greatly reduces the risk of returning goods after sale. Online customer service has more after-sales problems than offline traditional stores because consumers' buying behavior is carried out without feeling the real thing. Therefore, online customer service is not only to complete sales, but also to deal with after-sales problems for many reasons.

E-commerce customer service is divided into pre-sales customer service and after-sales customer service according to the online shop order sales time node. Pre-sales customer service is responsible for consulting services before customers place orders for payment, and after-sales customer service is responsible for handling and communicating a series of after-sales problems after product delivery.

Pre-sales customer service

As pre-sales customer service, the main work content includes consultation, logistics and service related to consumer goods, and the pre-sales customer service takes sales as the core. Therefore, as a pre-sales customer service, it is necessary to know the products and brands. For example, I once saw in a shoe store that the product name of this store has the word "Goodyear", but it is not a brand name, so I asked the customer service to understand it. As a result, the customer service replied that Goodyear stands for large size. I later searched Baidu and found that Goodyear is not adding size, but a process of footwear production. As the customer service of the store, he doesn't know the products and features of his store, which will inevitably make consumers feel that he is unprofessional and choose not to buy products. In fact, as a customer service, we should not only understand the surface of the store products, but also understand some more comprehensive knowledge, such as brand history, brand positioning people, product peripheral collocation and so on. Only the more comprehensive you know, can you consult and reply to consumers more professionally and impress consumers more.

After understanding the knowledge of products, we should also understand the needs of consumers, so as to make a "lianliankan" between products and consumer needs, that is, recommend suitable products to those in need. Otherwise, blind recommendation is inaccurate and the probability of transaction is very low. I once bought a skin care suit in a skin care shop. The customer service training in this store is very professional. First, I asked about my skin type, skin care products I usually use, problems with my skin and so on. Then I recommended a product according to my situation, explaining to me in detail how human skin is divided into several layers, what is the function of each layer, which layer their products mainly function, what kind of protection and improvement they can bring, and so on. This answer recommendation is better than some customer service.

In fact, online sales customer service is equivalent to the shopping guide of offline stores, and its main task is to guide sales. However, many online shop customers have lost this effect. When receiving consumers, they have no initiative and often become "question and answer robots". This kind of customer service should increase the initiative and know more about why the consumer wants to buy this product, what he cares about and what I want to impress him with, which will greatly improve the transaction conversion rate.

In addition to product information, pre-sales customer service should also understand the platform rules of Taobao and Tmall. There are some "customer service high-voltage lines" that we often talk about, such as the invoice problem of Tmall stores. The consumer asked if she could issue an invoice, but she couldn't reply, because the Tmall store had to issue an invoice.

Customer service should also understand the logistics that cooperates with their own stores. The characteristics of each logistics, such as SF Express, are good service and timely delivery, but the price is high. If some goods in the store are mailed, but SF is not included, how much should consumers charge if they want to send SF, and the "three links and one arrival" outlets are many and cost-effective.

In addition to receiving consumers, when consumers take orders but fail to pay, customer service should also remind them to guide them to pay as soon as possible. If it is a Taobao shop, the customer needs to change the order price after bargaining, then the customer service should change the price for the consumer in the background, and the consumer can pay after changing the price. Tmall stores can't modify the price of goods, but they can modify the freight. If the consumer buys three items at a time, but they are not taken in the shopping cart together, but divided into three orders, then the customer service should combine the postage of the orders and make changes in the background. If some consumers have special requirements, such as sending Tong Yuan, Shentong and Dayun Express at the same time in the store, and consumers demand sending Tong Yuan, then the customer service will put a flag on the order in the background to inform the warehouse delivery staff to choose the express delivery selected by the consumers.

As pre-sales customer service, when communicating with consumers, we should add consumers as friends, and group them according to the products or personalized labels (such as different activity entrances, different ages, different genders, etc.) in Niu Qian. ), and add consumers to related groups for future communication management. In the process of communication, if you meet some consumers who need to be tagged, you can give them comments through the tagging function on the Niu Qian chat panel. In this way, when consumers come again, no matter which customer service receptionist, they can display the previous labels, remind customers of their personality or preferences, and receive them attentively.

When communicating with consumers, pre-sales customer service often hears some feedback from consumers, such as activity intensity and product demand. At this time, the customer service should collect this information, feed it back to the operation department, and then the operation department will issue it to other departments for adjustment and improvement.

Generally speaking, the main job of pre-sales customer service is to guide the transaction, so the inquiry conversion rate is the core index to evaluate pre-sales customer service. A high-quality pre-sales customer service will carefully understand the needs of consumers, think about their needs, give them what they can, and bring them a warm and thoughtful shopping experience.

Pre-sales customer service necessary courseware (pay attention to gz number download)

Dunning: improve the conversion rate of orders and prevent the loss of orders.

Shortcut: reduce workload, reduce response time and increase reception.

Red line of platform rules: understand platform specifications, improve personal ability and avoid reply errors.

Customer service post description: understand what customer service should do and do well.

customer service

After-sales customer service is mainly responsible for a series of services after consumers buy goods, including logistics tracking, product answering, return and exchange, etc. When the order logistics of consumers is abnormal, such as the display of logistics information is delayed, the customer service will help consumers find the reason, which can be inquired through the logistics website or logistics telephone. There are some express parcels that may be lost. At this time, after-sales customer service should first confirm the fact that the package is lost, and then choose to reissue or refund the consumer first, and then go to the logistics company to claim compensation.

If there is a phenomenon of less hair and missing hair, then after-sales customer service should first check the weight with the warehouse and express delivery. If it is really because of the warehouse, you should immediately reissue the missing part to the consumer or respect the opinions of the consumer for a refund. Some consumers buy back products and find that they don't like them or are inappropriate, so they will return them. One of the main tasks of after-sales customer service is to communicate with consumers about the reasons for returning goods and handle these orders in the background. For example, if a consumer buys a dress and finds it too small after trying it on, he will choose to return it for no reason or exchange it for seven days. After the customer service backstage order agrees to the consumer's return, the consumer uploads the return order number. After the customer service receives the return, the order will be operated in the background, and the money purchased by the consumer will be refunded to the consumer.

However, not every after-sales order will be so smooth. For example, in the case just mentioned, if the consumer tore off the tag after receiving the clothes, washed it in water, and then chose to return it for seven days, there is no reason, but the goods have affected the secondary sales of the merchants, and the merchants can refuse, because the return must keep the goods intact. However, if consumers insist on returning goods, they may choose to "apply for after-sales", and Taobao Xiaoer will intervene in handling after-sales orders, so this return will become a dispute. As after-sales customer service, once a dispute occurs, in addition to actively communicating with consumers, we should try our best to resolve the dispute through private consultation. If the communication between the two parties is unsuccessful, then the customer service should prepare the complaint materials. If the consumer thinks it is a fake, then the customer service should submit the qualification certificate such as purchase certificate or brand authorization license, fill in the complaint reason, and upload it.

After-sales service represents the last process of a transaction. On the other hand, it is actually the beginning of the next order. Because the after-sales service is well done, the problems of consumers are solved, the shopping experience will be better, and it is easier to remember the merchants. When there is a shopping demand again, they will come to the merchant again. Good after-sales service is an important factor for consumers to recognize the brand and store value. Some merchants attach great importance to service and attitude when selling products, but when consumers have after-sales returns or disputes, they often ignore them, resulting in consumers' low recognition of in-store products. If a merchant or a brand wants to win the hearts of consumers, it must pay attention to after-sales service.

Quality after-sales service can enhance consumers' shopping experience. On the contrary, if consumers are dissatisfied, it will directly affect the decrease of DSR score, the increase of negative evaluation of stores, the complaint rate and dispute rate. If the after-sales comprehensive index is lower than the index required by the marketing rules, you can't sign up for the official activities of Tmall. However, the decline in comprehensive after-sales service indicators will not affect the activities that have been submitted and approved in the previous period.

High-quality after-sales service can enhance corporate image. In the increasingly homogeneous market, besides whose products are better, enterprises should pay more attention to who is better for consumers. Starting from the details and the needs of consumers, whoever can serve better is likely to win the hearts of consumers.

After-sales work is not only aimed at consumers, but also supports the promotion of the whole enterprise. The after-sales department integrates after-sales information and data. For example, if the after-sales department feedbacks that a product is seriously discolored in the consumer evaluation, it is necessary to feed back the information to the product department, and the product department should take corresponding measures to improve this situation. Therefore, after-sales service is also the supervisor of the whole store, and the lack of data feedback is used to improve the business level of the whole store.

Necessary courseware for after-sales customer service (you can download it by paying attention to gz number)

Express after-sales reception: reduce workload and respond flexibly.

After-sales problem handling process: no longer lower the head to ask questions, Xiaobai becomes fried dough sticks.

3. After-sales treatment specifications: Understand the working specifications of after-sales treatment.

4. After-sales platform rules: be familiar with the specifications without making mistakes, and the refund will not panic.

5. Personal improvement of after-sales work behavior: after-sales standards and norms, and understand where improvement is needed.

Please click to enter a picture description.

Share a customer service manual with you and pay attention to the official account of WeChat; E-commerce customer service said? You can download it.