How Taobao customer service communicates with customers

Customer service is an indispensable role in the status of Taobao merchants.

Because customer service is the only position that can communicate directly with customers, this kind of communication combines emotions and will bring customers a more comfortable communication experience.

Therefore, the relationship between Taobao customer service and customers directly affects the customer experience to some extent. So how does Taobao customer service improve its relationship with customers?

First, Taobao customer service 1. Basic quality of customer service

1)? The service concept of "customer first"

2)? Independent processing ability of work

3)? Ability to analyze and solve various problems.

4)? Interpersonal coordination ability

5)? Good attitude of never giving up.

2. Customer service work requirements

1) Familiar with Taobao platform operation.

As a customer service, we must be familiar with the seller's specific order generation process: order generation, related commodity recommendation, collection and payment, packaging and delivery, transaction determination and evaluation management. Memorize consumer protection rules and avoid many unnecessary losses.

2) Understand products and customers.

Understanding products is one of the most important links in customer service. Customer service should not only know the basic attributes such as product specifications, but also fully understand the characteristics and selling points of products. Customer service must know its own customer base and choose the right words.

3) Understand the platform and store activities

Knowing the official rules of Taobao activities is of great help to customer service. Such as daily specials, snapping up, category activities, etc. Knowing the registered products and determining the activity time, activity type and activity object can greatly improve the transformation and reduce after-sales disputes; Understand the store activities, full reduction, package, limited discount, red envelope, store VIP settings. Doing a good job will increase the customer unit price and conversion rate.

? 3.？ The value of Taobao customer service

1)? Shape the image of the store

2)? Increase the transaction rate

3)? Improve the secondary purchase rate

4)? Serve customers more humanely

Second, Taobao customer service work 1. Communication with customers.

1)? Welcome language

2)? Dialogue and evaluation link

3)? Payment link

4)? Logistics link

5)? After-sales link

6)? Farewell and comment links

2. The specific process of work

1)? Do a good job of customer inquiry and guide customers to buy products. Familiar with product information, take the initiative to explain the specific situation of products to customers;

2)? On the basis of understanding the process and characteristics of Taobao, put forward the appropriate marketing plan according to the actual situation, provide page views and transaction rate, and improve visibility;

3)? Familiar with online trading process, quick operation;

4)? After the buyer pays, confirm the delivery address, contact information and other logistics details;

5)? Cooperate with the after-sales department and the delivery department to clarify the precautions and remarks of the order, and immediately transfer the customer to the after-sales department for handling after receiving the after-sales inquiry;

6)? Urge buyers who have photographed unpaid goods to pay in time.

Third, how to improve the relationship with customers 1. Communicate effectively with customers

1)? Treat every customer sincerely.

2)? Customer service pays attention to emotional marketing

3)? Meet your needs and get what you want.

4)? Respond positively to customers' doubts.

2. Consider the problem from the customer's point of view

1) urgently needed

You can classify customers, screen them in time, and launch the products that suit you best.

2) persuasive

Follow the customer's thinking and stand from the customer's point of view, which is euphemistic and clear, and it is easier to reduce customer rejection and impress customers.

3) Take the customer as the mirror.

It is necessary to gain insight into customer needs, sort out customer feedback, and adjust products or services according to customer judgment.

4) Problems need to be followed up in time.

Communicate with customers in time and tell them the current situation and the possible end time. If the customer doesn't give it back, the customer service should also take the initiative to refund it to avoid bigger problems.

3. Grasp the customer's emotions

1) Make friends with customers.

The highest level of business is to make friends with customers first, and every customer is a friend of customer service. To do a good job, we need to close the distance with customers in a friendly way.

2) Take each other as the center

Focus on each other and give up egoism. Express it properly through language communication, so that customers are satisfied.

3) Listen to customer needs

You can't push the product by force, you should listen carefully to the customer's needs, say the product when necessary, and let the other party accept it emotionally.

4) Let customers have trust and dependence on themselves.

You can show your professionalism and intimacy when communicating with customers, think from the customer's point of view, win the trust of customers with your word of mouth, and rely on customers with professional standards and actions.