How to build Tmall customer service team

Pre-sales

Whether it is telephone sales or Wangwang sales, pre-sales personnel are needed. So what kind of personnel are needed for pre-sales?

1. Pre-sales supervisor. The main responsibilities are to manage pre-sales reception specialists, order review specialists, and order expediting specialists.

2. Pre-sales reception specialist, also known as customer service. The main responsibilities are daily sales and daily consultation. At the same time, the pre-sales receptionists should be given some training on how to deal with simple after-sales problems, such as how to install, how to plug in the power supply, and other simple after-sales problems. It is recommended that managers hand over to pre-sales for resolution. . This can prevent the after-sales service from being too busy responding to simple questions such as how to install the TV every day and not having time to deal with more important after-sales issues such as refunds. . And these simple questions can be resolved with quick replies.

3. Order review specialist. Audit specialists are usually in the warehouse, and their main responsibility is to audit whether the customer's logistics address and order status are normal. Including order placing and order review. Order placement is to print the buyer's shipping address, and order review is to verify whether the shipping address matches the shipping address. After Tmall launched Three W, it had a certain impact on Tmall stores. Logistics Bao’s warehouse no longer prints invoices for stores. Therefore, order review specialists still need to do the promotion of invoices, gifts and some activities. Managers can place the audit specialists in the warehouse department for management, and suggest that they receive some pre-sales knowledge training to familiarize themselves with sales work. To enable them to identify sales problems. For example, when placing an order, you see that a certain product should provide a high-definition cable to the customer, but you find that the system feedback is a travel voucher. If you can submit it in time, you can avoid a complaint.

4. Order expediting specialist. Responsible for urging interested customers to place orders. If a store does not prompt payment, sales will be very poor, especially in the off-season, business will be terrible. After urging payment, I found that the staff would rush for orders again. Multiple customer service personnel urged the same customer to pay, which made the customer bored, the store lost orders, and the team was not harmonious.

Set up a full-time order reminder to solve these problems. There are two ways. One is to recruit people who only do reminder work. The second is to designate one person to do order reminders every day during daily shift scheduling. This will increase the store's sales and improve the customer service's ability to urge payment. Through two months of data observation on sales performance and payment reminders, managers can also find out which customer service staff is more suitable for after-sales service and which customer service staff is not good at reminders and reception.

After-sales

1. After-sales supervisor. The main responsibilities are to manage after-sales reception specialists, refund review specialists, and refund processing specialists.

2. After-sales reception specialist. After-sales reception staff perform a screening process on customer information. ?Because many customers will default to after-sales consultation after purchasing goods. During large-scale events such as Double Eleven and Juhuasuan, pre-sales customer service may be too busy to receive customers to purchase resources, and there is no way to patiently solve customers' daily inquiries. . After-sales reception specialists analyze the importance of customer after-sales issues and distinguish between customers who want refunds and customers who inquire about installation. They can sort by priority and assign important after-sales work such as refunds to corresponding personnel in a timely manner.

3. Refund review specialist. Generally, merchants place him in the financial department, and recommend that managers be placed in the customer service team. After all, in the event of an emergency, if there is no refund review specialist to handle it, it will lead to customer dissatisfaction. For example, if the product is out of stock and the buyer asks for a refund, and it is found out that it is 11 o'clock at night, the customer service cannot call the finance department to request a refund. If there is a refund review specialist in the customer service on duty, it will be very convenient to handle such problems and can Improve employee productivity.

4. Refund processing specialist. The first is responsible for docking with the warehouse. We often encounter this situation. Customers no longer want the product after taking the photo and require a return. At this time, a refund processing specialist is required to contact the warehouse. The purpose is to contact the warehouse docking personnel to cancel the order and reduce the waste of funds in the distribution process. The second is to handle daily refunds in a timely manner. When on duty or during large-scale events, the responsibilities of the refund review specialist and refund processing specialist can be adjusted appropriately.

QC

QC is a quality inspection based on ISO. When the team grows stronger, other personnel are needed to help restrain customer service. So QC is responsible for customer service personnel. What role does it play in the constraints?

1. The QC supervisor, also known as the quality inspection supervisor, is responsible for managing the quality inspection specialists and training specialists.

2. Quality inspection specialist. What needs to be done is process optimization, process supervision, and service spot checks. Why is there a need for process optimization and process supervision? Because when the quality inspector is responsible for reading chat records and listening to phone recordings, he is the first person to come into contact with customers and communicate with customer service. He will discover the shortcomings of the reception process for the customer's shopping experience. In this regard, you can propose a better process optimization based on the shortcomings and report it to the QC supervisor. Through reasonable arrangements between the supervisor and the team manager, the process is optimized, which will be beneficial to the order-taking efficiency and daily management of customer service in the future.

The responsibility of process supervision is to ensure the effective execution of the reception process once it is optimized and to ensure the optimization of customer service work.

The service spot check responsibility is pre-sales or after-sales service spot checks. Before the service spot check, a detailed service spot check plan needs to be formulated. For example, what should the customer service say in this sentence? There is a specific optimization After that, quality inspection personnel can be required to have a more detailed control over customer service.

3. Training specialist. There are two types of training specialists, one is the design and development of training courses, and the other is the training of new and old employees. The design and development of training courses is responsible for the setting of training courses. How to choose training courses requires feedback from quality inspection personnel to select training courses in a targeted manner. For example, when Tmall enters 3W, customer service needs to be trained on Logistics Bao, how to follow orders, how to cancel, how to ship, how to inquire, and what the rookie process is like, all of which require customer service to have a certain understanding. Then the disseminator of this information is the QC training specialist.

The second is the training of new and old employees. Why is it called training of new and old employees? Because when employees enter the company, it is easy for them to have a fixed pattern after working for 3 to 6 months. When the process is optimized, After that, if he is not trained, he may still work in an inherent way, which will affect the advancement of the new process. In addition, the customer service of the store usually works in the way of old employees leading new employees, and the new employees will do things according to the old people's thinking. Therefore, timely training is also needed for old employees to keep them in sync with the company's requirements. .

Call

1. Hotline supervisor.

2. Outbound call specialist. The first job responsibility is to urge payment by phone. When encountering a large order, Wangwang communication does not feel good to the customer, so it is recommended to make payment by phone. Because customers with large orders often have higher requirements for stores and service experience. Text communication may be the worst way to convey emotions, so it is best to have a fixed telephone collection specialist. When recruiting telephone collection specialists, it is recommended not to recruit people who have done insurance. Their working methods ?It will make customers think it is a harassing call. At the same time, managers of reminder work should set up certain words, for example, "Hello, I'm very sorry to bother you. I am the customer service of a certain company. I want to see what kind of order you have taken. I don't know. What do you need to know about this order?" On the one hand, speech skills require tone, and on the other hand, they must have fixed language organization requirements.

The second is the communication of transaction issues, that is, during the transaction process, it may be found that the customer has a tendency to complain and wants a refund. At this time, if the customer service takes the initiative to call and communicate with the customer in a warm manner, the customer may feel The service of this store is better and this problem will be solved easily. This not only ensures that the number of refund disputes and complaints handled by the store is reduced, but also gives customers a very good shopping experience.

The third is notification of store problems that need to be taken care of. For example, a large-scale pre-sale event is held during "Double Eleven", and the goods must be shipped within 7 days after the customer takes the photo. However, due to problems with the manufacturer, the goods cannot be shipped, so the customer can only communicate with the customer over the phone, which saves money on the one hand. In addition to compensating costs, it also provides customers with a better shopping experience.

3. Hotline reception specialist. Responsible for inquiries from consumers. Tmall gives merchants a 400 number that can be used to transfer calls to the store. If you feel that using 400 calling software or third-party software is too expensive, you can use the 400 number provided by Tmall to receive calls from customers.

The hotline specialist needs a fixed dedicated phone. For this phone, it is recommended that the manager transfer the call after completing 400. The landline number can be changed at any time.