Work content and process of Taobao customer service

Work content and process of Taobao customer service

The purpose of establishing a service system is to better serve customers, help them solve problems, meet their needs, and meet and exceed their expectations. The following is my article about Taobao customer service, please refer to it!

Customer service work content:

Receive customers entering the store and provide answers and guidance services related to products, services and activities;

Be responsible for summarizing, sorting out and feeding back the questions raised by buyers during the shopping process;

Responsible for customer grouping management in Want Want, and classify consultants, buyers and VIPs for easy maintenance;

According to different types of customers, sum up experience and help improve reception process and speech content.

Work attitude of customer service:

Four serious:

Take the work seriously: being serious and rigorous is the basis of doing a good job. Without a serious attitude, you will lose the motivation to improve your ability. Without motivation, you won't find pleasure in your work. Without fun, your work will be lifeless. This vicious circle will keep you away from your performance.

Seriously receive the buyers: the buyers are the parents, brothers and sisters of the store, and the customer service is the representative of the brand service image of * *. Be sure to receive buyers with a serious attitude, pay attention to all feedback and needs of buyers, and make timely answers;

Careful analysis of buyers: it is easy for buyers to buy a product smoothly, but it is rare for buyers to shop in your store all the time. If you want to win him over, you must carefully analyze and summarize his shopping habits and psychological thinking; Only by understanding him, can you find its weak links and make a targeted communication plan; You can get used to it when you face the same kind of buyers twice.

Serious feedback; Seriously and timely feedback the problems and opinions in the work, especially the feedback in the communication process of the buyer. Only by constantly improving the questions raised by buyers and perfecting the shops will more buyers be attracted to shop;

Five hearts:

Intention: prepare your pre-job information and guide your thinking, update your information at any time and improve your thinking;

Patience: patiently explain, carefully and patiently explain every problem in the buyer's consultation and after-sales process, which must be done? Never tire of asking questions? ; At the same time, collect relevant information of buyers, and timely summarize important information that can further close the relationship and improve intimacy;

Sincerity: truly analyze the buyer's needs from the buyer's point of view and introduce the recommended goods truthfully and honestly; For buyers, what is suitable is the best, and high shopping satisfaction coefficient will make them loyal VIP.

Love: discover the advantages of the buyer with a loving attitude, and sincerely integrate praise into the communication process to close the relationship and enhance the buyer's shopping experience;

Six abilities:

Communication ability: communication ability is the basic requirement of customer service, and good communication with buyers is the premise of reaching a deal. Only when the early communication work is in place, the transaction and subsequent free promotion will become possible;

Resilience: The personality of hundreds of millions of buyers is ever-changing, which determines the probability that customer service will change greatly in the process of providing services. In view of the situation that each link exceeds the communication plan, customer service is required to respond in time and guide it back to its own mode and direction;

Learning ability:

Control ability: including emotional self-control and buyer's shopping rhythm control. Maintaining a good mood in the service industry is the first condition. No matter what happens, the mood can't be out of control. In shopping communication with buyers, we must take the initiative, firmly control the direction of communication ideas, and ensure the correctness and effectiveness of communication links;

Hypnotic ability: learn to constantly strengthen the point of view that you need the buyer to understand in the process of natural communication. Of course, it can't be a simple repetition, but a multi-angle and multi-dimensional communication indoctrination, so that buyers can unconsciously and subconsciously recognize your statement, which is the basis of subsequent transactions;

Summing up the ability: summing up the experience and lessons in the work, updating and improving the working mode and thinking at any time to avoid repeating the same mistakes;

Customer service reception process:

Greet the buyer actively and introduce yourself to Want Want;

Communicate with buyers to understand their needs;

Provide real and reliable commodity information and service commitment to buyers;

Understand the buyer's relevant information, find the theme and the voice point of * * *, expand the scope of communication and dilute the existence of the transaction;

Kindly remind customers whether they have other needs, try to link sales and increase customer unit price;

Then we should guide customers back to the transaction, take pictures of the goods and pay;

After payment, the buyer should be reminded of two aspects of information: try to win the praise of the buyer after receiving the goods, and remind the buyer to choose to share; Buyers are advised to collect our store so as not to miss the later preferential activities;

Thank you for your trust and support. Welcome to visit again.

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