1. What are the basic responsibilities of Taobao customer service?
The basic duty of Taobao customer service is to provide timely, accurate and friendly customer service for users on Taobao platform. They are mainly responsible for answering users' questions, handling complaints and disputes, and ensuring users' shopping experience is smooth and satisfactory.
The following are some basic responsibilities of Taobao customer service:
1. Answer users' queries: Customer service should be able to answer users' questions about goods, orders, logistics, payment, etc., and provide accurate information and solutions.
2. Handling complaints and disputes: Customer service needs to handle users' complaints and disputes, listen to users' questions and opinions, and actively coordinate and solve problems to ensure that users' rights and interests are protected.
3. Provide after-sales service: customer service needs to handle the user's return application, assist the user to handle after-sales affairs such as refund and return, and track the processing process to ensure that the user's after-sales rights and interests are met.
4. Establish good communication: Customer service needs good communication and interaction with users, patiently listen to users' needs and problems, respond to users in a friendly and professional way, and provide a satisfactory service experience.
5. Provide product and activity information: Customer service should be familiar with the products and promotional activities on the platform, provide users with relevant information and recommendations, and help users make shopping decisions.
6. Assist in other work: Customer service may also need to assist in other related work, such as handling notices and announcements on the platform and attending training and learning.
Generally speaking, the basic duty of Taobao customer service is to provide users with high-quality customer service, answer questions, handle complaints and provide after-sales support to ensure users' shopping experience on Taobao platform is smooth and pleasant.
2. What are the conversation skills of Taobao customer service?
1, assuming that the prospective customer has agreed to buy the goods, when the prospective customer appears in buying signal but hesitates, the technique of choosing between two can be adopted.
For example, Taobao customer service can say to customers, "Do you want black and white or pure black? Or "excuse me, where can I get this kind of alternative questioning skills?" As long as the prospective customer chooses one, it is actually the idea of customer service that is helping and making up his mind to buy it!
2. Help potential customers choose.
Many prospective customers don't like to place orders quickly even if they are interested in buying. Customers always like to pick and choose, and the delivery date of product colors, specifications and styles are constantly spinning.
At this time, young people in Taobao shop need to change their strategies, not to talk about placing orders for the time being, but to enthusiastically help customers choose colors, specifications and styles. Once the above problems are solved, the orders will be carried out.
3. Taking advantage of the fear that people can't buy, the more things people can't get and can't buy, the more they want.
Customer service can use this customer's fear of not being able to buy it to facilitate the completion of the order.
For example, customer service can tell customers; This product is the last one now, and there may not be any new products in the short term. If you don't buy it, you won't have it Or: Today is the deadline for store discounts. I hope parents can hurry up. If you buy it tomorrow, you may not get this discount price!
Try to buy some first. Prospective customers want to buy this kind of products, but they have no confidence.
At this time, the customer service can advise the customer to buy some first. As long as you have confidence in the product, although the order quantity is limited at first, the other party may give an unexpected order after using it satisfactorily. This skill of trying can also help customers make up their minds to buy.
Shopping on Taobao in the face of indecisive customers.
Although some customers are interested in the products in the store, they always drag their feet and delay making a decision. At this time, the customer service may wish to return the customer's information later, which will make the customer make up his mind to buy earlier.
6. Use rhetorical answers; The so-called rhetorical question.
That is, when customers ask about a product in Taobao shop, they should use rhetorical questions to promote orders.
For example, prospective customers ask: Does the owner have a white T-shirt? At this time, the bartender can't answer no, but should ask: sorry! We don't have this model, but we have black, red and purple. Which of these colors do you like?
Professional customer service is definitely a chat expert. Mastering chat skills can not only promote consumers to buy products, but also maintain the image of the store and leave a good influence on customers.
Therefore, Taobao customer service must have very good chat skills, and the most important thing is to have a good service attitude, strong adaptability, be able to handle all customer problems and maintain good relations with customers.