What capabilities should be considered when recruiting online store customer service?

The details are as follows:

(1) Ability to express words?

make the question clear! This is the basic ability of customer service as a marketing online store. If you really make the problem clear, it will be great. If you don't believe it, you may wish to look at the baby descriptions and product descriptions of some online stores and carefully analyze whether they have made the problem clear. What many online stores want to know is actually not clear. ?

(2) data collection ability?

there are two main values in collecting data: one is to preserve important historical data; The second is to try to complete the information in an important field. If you can collect a lot of valuable information in your work-related fields, it will be a great wealth for your fruitful work. ?

(3) Do it yourself?

In order to understand the various problems in online store marketing, it is far from enough to be close to the general experience. You also need to do it yourself and personally participate in all aspects of online store marketing.

Many times, it is difficult to have a deep understanding of some problems unless you do it yourself, and some problems can only be found and solved by doing it yourself. The more places you do it yourself in the learning process of online shop marketing, the deeper your understanding of online shop marketing will be. ?

(4) code understanding ability?

Online shop marketing is closely related to common programs such as web page making and database application. Online shop marketers may not be able to become master programmers, but they should have a certain understanding of some basic codes directly related to online shop marketing, especially HTML, ASP and JSP.

Even if you can't skillfully write a web page file with code, you should understand its basic meaning, and you can find obvious mistakes when you analyze the web page code, so that you can better understand and apply online shop marketing. ?

(5) web page making ability?

Web page making itself involves many problems, such as image processing and program development, which can't all be included in the special course of online shop marketing, but an online shop marketer should have a preliminary knowledge of web page design, at least understand the basic principles and methods of web page design.

these abilities are especially important in online shop planning, because only by understanding some basic problems in web page making can we know whether the planned scheme is reasonable and whether it can be realized. ?

(6) Ability to participate in communication?

In essence, the main task of online store marketing is to promote the effective dissemination of marketing information by means of the Internet, and communication itself is an effective way of information dissemination. The Internet provides many opportunities for communication, such as forums, blogs, columns, mailing lists, etc., which require direct participation. ?

(7) thinking and summarizing ability?

at present, the online shop marketing has not formed a perfect theory and method system, and it is impossible to keep the existing theory and method unchanged for a long time. At present, a very realistic problem is that the theory and practice of online shop marketing have not been effectively combined, and the aspects that have formed the basic theory have not played their due guiding role in practice. Therefore, in the actual work of online shop marketing, we often need to rely on our own thinking and summary of the problems found in practice. ?

(8) adaptability to change?

the ability to adapt to changes can also be called the ability to keep learning. Due to the rapid development of Internet environment and technology, if you don't surf the Internet for several months, you may not surf the Internet. This is especially true for our online shop marketing learning and application.

It has been two years since a book was written to readers, and then it may take two years or more from learning to practical application after graduation, so some specific application methods will change greatly, but the general idea of online shop marketing will not change fundamentally with the changes of environment. ?

(9) lifelong learning ability?

No industry develops faster than e-commerce, and the technology, mode, users and concepts are changing every day. We should maintain a lifelong learning mentality. ?

(1) Have a deep understanding of netizens' abilities?

There are many classes of netizens in China, so we should start from the class and always put ourselves among the netizens to understand the trends and hot spots. ?

(11) Building brand competence? In the future, the number of online stores will not be less than the number of netizens, and we must have the ability to maintain quality and strive for characteristics. ?

(12) patience?

Patience is always the weakness of IT people. Being patient is even a matter of carefully proofreading every punctuation in news. ?

(13) sensitivity and meticulous ability?

It's common to fall into an ant's nest in e-commerce. We should be sensitive, careful and take every mistake and loophole seriously. ?

(14) practical and tough ability?

the growth of online stores is getting more and more difficult and long, and only by being down-to-earth, firm and unyielding, step by step can we succeed. ?

extended materials

workflow

1. Be familiar with the product and learn about the product. For customer service, it is the most basic job to be familiar with the products of your own store. In the past, before the company launched each new product, it was necessary to carry out relevant product training. Customer service is a bridge between the store and the customer. Once this bridge is not built, you may lose this customer forever.

you should be familiar with the features, functions and precautions of the product, so as to answer all kinds of information about the product put forward by customers fluently.

2. Receive customers. As mentioned above, how to recruit online shop customer service has been mentioned. As a shopping guide customer service, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time, it can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to clarify a store position: the prices of Dongdong are very low, so it is not good to bargain again.

if the customer is entangled in the price factor, it depends on the situation to decide whether to accept this business. Even if the discount is finally given to the customer, it should be pushed with the tide to make the customer feel that this discount is hard-won, and it is a special discount for him personally.

there are two main ways to receive customers. One is to communicate with customers by using instant messaging tools such as Ali Want Want and QQ. The other is to answer calls from customers. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like on Want Want.

3. Check the number of babies. The inventory on the store page is different from the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store housekeeper, so that there will be no shortage of orders. Now we use a special browser for Taobao sellers: Indiana Jones, which can synchronize inventory data on the page, which is very convenient.

4. The customer places an order for payment and checks the receipt information with the customer. Many sellers and friends tend to overlook this point. Although most customers have correct addresses when purchasing, some customers forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to modify them into friends' receiving information, so remember to check the receiving information with your customers after payment, which can not only reduce your losses, but also make your customers feel that you are doing things with great care.

while checking the customer information, we should also provide the courier companies that the store can send and ask the customers what kind of courier they like to send. After all, the service level of each courier company is different in each city and region. According to the customer's needs, everything is customer-centered. If the customer does not make it clear, we will send the courier by default.

5. modify the comments. Sometimes the customer's order information, or the receiving information, changes, so as a customer service, you have the obligation to feed back the changes, so that the colleagues who make the order will know that the order information has changed. Under normal circumstances, the default is to use a small red flag to make comments, in which the reason for the change, the modification manual number and the modification time are written, so that the changes can be seen at a glance and can be directly captured when the online store housekeeper makes the order.

6. delivery notice. After the goods are sent out, send a message to the customer by SMS to tell them that the package has been sent out, which can also increase the customer's goodwill towards your store. For customers who have not paid for the goods, if they want to be online, they can send a message to customers in the afternoon saying that it is almost time to close the order. If they pay now, they can deliver the goods today.

This is called a "reminder". For customers, some customers may forget to pay after placing an order, and then slowly forget about it. Please remind him of it a little bit, in this case, it is equivalent to pulling another customer.

For those customers who don't plan to buy, but only take the order on impulse, they can manually close the order, although Taobao system will automatically close at that time, which is convenient for other colleagues to work. The repeated orders are similar to this method. The key is to contact the customer and ask about the purchase intention.

7. Order processing for cash on delivery. It is a good thing for sellers to open the function of cash on delivery on Taobao, but many buyers don't know the meaning of cash on delivery, so they choose cash on delivery directly. When they receive the goods, they will think that your store is cheating him.

Reject the order. If you just reject the order, you just need to pay more for the express delivery. But if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for customer service, as soon as you see the order of cash on delivery, you need to contact the buyer immediately and tell them that the price of cash on delivery is slightly more expensive.

if the buyer agrees to deliver the goods on delivery, he can inform the colleague who made the order to make the delivery, otherwise he needs to place a new order. I am deeply touched by this point. When the cash on delivery just came out, we found that the rejection rate of cash on delivery was very high, so later we asked the customer service to call the customer to confirm that although the telephone bill was overpaid, the implementation proved that the rejection rate of non-express factors was zero under normal circumstances.

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

9. Handling of medium and poor evaluation. Many friends are made to cry by this credibility. The bad review is not the devil, it is not terrible, and the terrible thing is not to deal with it.

when you find a bad review, communicate with the customer quickly to see what caused it. The customer will not give you a bad review for no reason. Understand the situation first, and then solve the problem. Ordinary customers will modify the evaluation for you. For some buyers who make malicious comments to gain improper benefits, the customer service should pay attention to collecting information so as to collect evidence for the subsequent complaints.

1. Learning related software. For example, the shop manager mentioned above or the shop management tool such as Taobao shop edition, with the help of auxiliary tools, improve work efficiency.