How to do Taobao customer service and what to prepare for the company interview

In response to the call of the majority of netizens, in order to do a good job in Taobao customer service, Internet writer Ran Yongliang has published a special post on Taobao Customer Service Senior Manager’s Guide to the Practice. This is for reference only. Thank you for your appreciation!

Strictly control the medium and negative reviews and implement the controllability of medium and negative reviews:

1. Inspect the evaluation area for medium and negative reviews once every morning at 08:00 and once at 13:30 in the afternoon. , master the reasons and coping strategies for negative reviews.

2. New ID numbers with no credibility are sold by people who hide their gender (maybe professional reviewers).

3. It has credibility and should be sold with caution to those with moderate to negative reviews.

4. You must earn good reviews while making money. Without good reviews, no amount of transaction volume is of any use.

5. All those who have negative reviews and are unable to communicate and make changes will be blocked.

6, a favorable rating of 97% is the bottom line. Be sure to keep it.

E-commerce company: Taobao professional customer service staff:

1. You must have the ability to respond quickly, have a certain cultural background and literacy, and have good conversation and knowledge. noodle.

2. Understand service etiquette and communication skills. Must have certain business negotiation skills.

3. Respond to customers in a timely manner and maintain a friendly service attitude. Customer service staff must have the ability to screen and screen customers to minimize the occurrence of unnecessary negative reviews.

4. Be familiar with store product pricing and national express delivery rates.

5. Service etiquette should be standardized and the construction of professional mentality should be strengthened.

6. Avoid typos. Conversation style varies from customer to customer, so as to attract customers' purchase intention.

Taboos in e-commerce terms:

1. Treat customers with enthusiasm and respect, and avoid being cold.

2. When rejecting, be sure to say sorry.

3. Don’t make assertions, let customers make the decision.

4. Speak in a way that takes responsibility for yourself.

5. Use more words of appreciation and gratitude.

6. Avoid using imperatives and rhetorical questions.

7. Say less negative sentences.

8. Correct your mentality and avoid collisions with customers.

About the behind-the-scenes (which can also be understood as behind the screen) operations of Want Want:

1. It is necessary to create "potential customers", "treat customers best" and "bargain customers" on Want Want. "Tricky customers" and "blacklist" and other user groups to accurately distinguish and define customer groups. Prepare effective and accurate responses and contact words.

2. Potential customers are defined as target customers who generally enter the consultation with purchase intention, and should be warmly received. Guidance and product introduction on purchasing intentions will be provided depending on the individual. (Blue customer level)

3. The definition of the best customer is that the customer is a regular customer of the store, and has never made any unreasonable requests (those who make reasonable requests are still the best customers) and has always given praise and support. of customers. They are the most stable source of customers for the store and should be given the greatest discounts and best services. (Green customer level)

4. Bargaining customers are defined as netizens who like to bargain, and their purchasing power is not strong. They mostly buy goods that cost no more than a few dozen yuan. Such customers should give small gifts, and offer price refunds and freight discounts bit by bit. If requested multiple times, the discount can be reduced by about 0.2 yuan. (Yellow customer level, be careful when dealing with them)

5. The definition of tricky customers refers to those who have shopped in our store and have various reasons (such as refusing to accept the goods after receiving them, quality excuses, etc.) etc.) to ask the store to re-send, return, over-send or people who have given me a poor rating, and then changed it back to a good rating after a proper refund. In short, this type of person is a dangerous person, and the higher Level one is blacklisted. This type of customer does not need to be given too much discount, especially in terms of price, and cannot make any major setbacks in the future.

(Orange customer level, you need to adjust your specific attitude when dealing with it, and pay special attention to your tone and mentality. It is this group of people who are causing trouble, so be careful and careful)

6. The definition of a blacklist is a group of people who are given to the store. A negative review is a person who is still unwilling to give in and change the review after repeated communication and requests. This type of people are destined to be blacklisted. There are also some guests who have a tricky record more than twice and must be blacklisted. To avoid future troubles. (The black customer level has reached the end of human nature. It is better to give up)

7. All "bargaining customers", "tricky customers" and "blacklists" operated behind the scenes will be labeled and identified. kind. "Best Customers" and "Potential Customers" are not yet fully identified.