What is the difference between Tmall after-sales and Taobao after-sales?

Alibaba Group's two e-commerce platforms, the former is B2C Mall (business-to-person sales model) and the latter is C2C Mall (person-to-person sales model). The two kinds of after-sales work are the same, and they are all after-sales problems of docking individual consumers.

Please refer to the contents of job responsibilities and rules:

Article 1: Responsibilities of Taobao Customer Service Specialist

1. Be fully responsible for the sales and management of Taobao Store/Mall, and be familiar with the operation process of Taobao Store.

2. Plan the marketing activities of online stores to increase the turnover of online stores. At the same time, the daily maintenance of the store can be carried out: timely and accurately follow up orders, accept customer inquiries, reply to customer messages, and ensure the normal operation of the online store;

3. Be responsible for the decoration and promotion of the company's Taobao Mall and stores, improve the click-through rate, page views and conversion rate of the stores, and achieve the goals set by the company;

4. Familiar with Taobao training, taobao guest and other Taobao propaganda tools, and be good at summing up experience to provide strategies for achieving sales performance;

5. Love Taobao, have a strong sense of customer service, and have the ability to deal with emergencies; Patience and meticulous work, can bear hardships, have strong affinity, adaptability and writing and language communication skills; (Zhongshan Promotion Commissioner Recruitment)

6. Honest and trustworthy, dedicated, quick-thinking and innovative;

7. Working experience in relevant online stores is preferred (LED lighting products).

Part II: Responsibilities of Taobao Customer Service Specialist.

1. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers, and conclude the transaction.

(1) is 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 relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

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

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

2. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

3. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal.

(1) is 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 relevant personnel.

(4) Visit customers regularly or irregularly to check the maintenance of customer relationship.

(5) Be responsible for developing and maintaining good customer relations.

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

(7) Establish after-sales service information management systems such as customer files and quality tracking records.

4. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.

Article 3: Responsibilities of Taobao Customer Service Specialist

1. The basic work is to make customer inquiries and guide customers to buy our products. This is not enough, because it is only the job of a shopping guide and does not have the ability to become a professional salesperson. Because sales, as a major promotion method, should be active and conscious, rather than passively waiting for customers to bargain. Because I used to be engaged in specialized sales work, doing sales is a very hard thing, and the requirements for every salesperson are also very high. This is not only a simple answer to customers' questions, but also how to promote their own shops and products and services.

2. Keep a good record of every day's work, record every day's problems (think about the causes of these problems) and how you solved them. If these experiences are written out, on the one hand, they can be used as lessons to remind themselves to constantly improve their working methods in their future work, and on the other hand, they can improve their business ability and become a qualified sales customer service staff through continuous practice.

3. Communicate with strangers actively, be bold and enthusiastic, and don't be afraid of being rejected by others. Mainly women (because we mainly make women-related products), promote our stores and products, let more customers know about us and expand our influence. If others also have shops, please make links to each other. Although these jobs are trivial, as a salesperson, they should be done. Qualified salespeople and excellent salespeople are reflected in these very detailed aspects. There are often salespeople who think that the work is very simple, not that there is nothing to do without shopping, but that there are quite a lot of things to do. Think about yourself. Have you ever done this? Have you thought about these questions?

4. Write more articles. As a salesman, there are many questions, and they are very convincing. If there is no problem, it can only show that you are not a qualified salesperson, but a very junior salesperson. If you look at the daily work record, you should have quite a lot of experience and lessons. Writing it out will be very good for you.

5. On the basis of understanding the process and characteristics of Taobao, an excellent salesperson can put forward a suitable marketing plan according to the actual situation, provide page views and turnover rate, and improve the popularity of online stores and brands. Only by expanding the network market share and increasing the market share can our company develop and progress continuously and our work will be more in place.

Article 4: Responsibilities of Taobao Customer Service Specialist

1. Classification of goods sold in online stores, timely adjustment of product information, online store update, online store promotion planning and implementation, and independent store display to enhance the attraction of stores;

2. Online customer service and shopping guide, and communicate with customers through online chat tools (Want Want, QQ, etc.). ), answer customers' questions about products, and independently complete online shopping before, during and after sale;

3. Deal with the daily affairs of Taobao shop, including online message reply, order management, arrival tracking, evaluation management, after-sales service, etc.

4. Be good at solving after-sales problems and know how to solve customers' return requirements;

5. Maintain customer relationship regularly to promote interaction and sales;

6. Promote team performance growth, achieve store sales targets and enhance the company's brand.

Article 5: Responsibilities of Taobao Customer Service Specialist

Responsibility 1, language ability

This is the most basic and important ability that a Taobao customer service should have. Taobao is a virtual online shopping platform. All transactions need to be communicated through Want Want tools. This kind of communication is not face to face, so it is difficult to accurately express the actual situation. In this process, words play a key role. Therefore, a qualified customer service must have good language organization and expression skills. Let the other party know and master the commodity information correctly through words, and let the buyer know the service attitude and service level of the seller. Pleasant transactions are often from pre-sales consultation to mid-sales negotiation, to after-sales service and finally to evaluation. Good communication is indispensable. No link can leave a bad impression on the buyer, let alone offend the buyer. Under any circumstances, you can't swear and irritate the buyer. If appropriate, you can refer to Taobao rules to handle it.

For example, when any buyer enters the store to make an inquiry, the first sentence should be "(smiling picture) Hello! Welcome to Paris in the East, I am glad to help you! "

When a buyer encounters a problem, he can say "Hello! Please don't worry! We will help you solve it! "

When the buyer asks to modify the payment method, he can say, "Just a moment, please. . . I'll help you change it right away! "

When the price change informs the buyer to pay, you can say, "Thank you for waiting, the price has changed, and we will arrange delivery as soon as possible after payment!" "

Buyers can send (happy cooperation pictures) and (goodbye pictures) after payment. When the buyer has not received the goods and asked about the logistics situation, he can say "Hello! I'll check it for you right away, and then tell you the result and say, "(ashamed picture) I'm sorry, please wait patiently!" We will contact the courier company immediately and deliver the goods to you as soon as possible. " When the buyer receives the goods and reflects that there is something wrong with the goods, he can say "(smiling picture) Hello! Don't worry yet!

When the buyer gives a bad review, if the buyer is online, you can say "Hello! I just read the evaluation you gave us. I'm really sorry! (Then understand the specific situation and give a reasonable explanation and treatment)

During the whole chat, don't be blunt, use more friendly sentences and be professional. Use "Hello", "Hehe" and "Cartoon Pictures on Want Want" in all directions to create a warm shopping environment.

Responsibility 2, professional ability

A qualified Taobao customer service must know the goods in the store like the back of his hand, so that he can have answers and explain them more convincingly, instead of giving wrong answers when the buyer asks some professional knowledge, which will not only make the buyer laugh, but also directly lead to returns or bad reviews. But this professional ability can't be mastered in a day or two. It needs to be accumulated and summarized in the usual communication with buyers and in the description of the baby. You can search Baidu for answers when you encounter problems. The same mistake cannot be repeated! You can learn a lot from communicating with buyers. Many computer accessories bought by Taobao have a certain level. As a Taobao customer service does not understand, you can ask the buyer, so that you can not only learn things by yourself, but also better get along with the buyer. This article comes from Taoqiao.

Responsibility 3, psychological quality

Taobao has everyone, and anything can happen. Without good psychological quality, it is difficult to be competent. The psychological quality here refers not only to one's own psychology, but also to the ability to gain insight into the buyer's psychology. It is very important to grasp the buyer's heart and understand the buyer's thoughts and motives at any time. This requires customer service to have keen insight and analytical ability to guide the success of the transaction, such as bargaining, which is actually what any normal person would think. This is already the habit of property buyers. Don't find others difficult. At this time, you can make the buyer accept it in a euphemistic tone, instead of saying "our goods don't bargain"!

Responsibility 4. Service attitude

Attitude can decide everything, it is no exaggeration. As a customer service, attitude is very important. Because both buyers and sellers trade in a virtual environment, the whole process can only be carried out through verbal communication. The attitude of customer service will give the buyer the most direct impression, which is the key factor to decide whether the buyer is willing to buy. No matter what happens, remember that "the buyer is God", don't neglect any buyer, and take the initiative to apologize for your mistakes.

Responsibility 5, adaptability

Whether the comprehensive quality of a Taobao customer service is excellent or not is very important. In addition to answering questions raised by buyers, customer service sometimes needs to be flexible and clear-headed. In the long-term dialogue with buyers, we can constantly accumulate experience in dealing with various buyers and use it flexibly in practice. Good luck, good luck.

Responsibility 6. Communication ability

Although Taobao is a virtual shopping environment, it is also a communication activity between people. Therefore, how to deal with this relationship is also worthy of attention, especially for some old customers. Don't talk about business-related things such as "price" and "quantity", which will make him feel that you don't treat him as a friend and have no human feelings. Therefore, you should talk to the buyers who frequent you in a friendly tone. When appropriate, we can talk about things that have nothing to do with business, which can bring us closer together and make it easier to lock in a long-term customer. For the price, take the initiative to give it a discount, instead of waiting for him to speak, you can respond flexibly to individual problems and relax moderately. Don't lose a long-term customer because of a little loss of interest, except, of course, those customers who are not worthy of long-term contact.

Responsibility 7, rules and regulations

Everything has rules, but the rules are dead and people are alive. Besides being familiar with the rules, what we have to do is how to use them flexibly. First of all, the customer service must be very clear about these rules, and will be calm and clear-headed when dealing with problems. Otherwise, it is easy to fall into an ambush set by a malicious buyer. Learn to grasp the evidence that is beneficial to you, and guide the buyer to say what is beneficial to you, such as the buyer saying that something is missing or damaged. This kind of situation must not be admitted casually, and it must be handled according to the rules. The buyer's signature on the courier shows that he has no objection to the model/quantity/completeness of the goods. If the buyer takes this as the basis, it is also invalid, especially some buyers who want to use bad reviews to blackmail. Try to find out his original words in the chat record. For example, you mean I'll give you a refund directly if you don't return it? You mean if I give you a refund, you won't give me a bad review? Wait, take this as evidence.

Responsibility 8, bad review processing

First of all, it should be handled according to the principle of rationality/cost performance. Rationality means that both buyers and sellers can accept it and deal with it in the middle according to the actual situation. Cost-effective means that as a seller, we will give in to bad reviews, but we must have a degree, and we must never blindly use money to buy reviews. This will not only lose our interests, but also further develop the existence of this kind of garbage, and it is more likely to buy our goods with a vest next time. In fact, I think many problems in dealing with bad reviews can be solved. In addition to intentional extortion, many of them are a matter of breath. In this case, as long as you sincerely apologize to him and then say it in a euphemistic tone, he will always be moved. Don't worry about who is right or wrong, even if the buyer is wrong. If an apology can solve it, why not? At this point, the customer service must put down the so-called face. As long as it is not excessive behavior, customer service should bow its head in front of buyers, rather than being above them. After all, only superficial things will not cause you substantial harm, let alone intangible network virtual space!