Daily workflow and skills of Taobao customer service

Daily workflow and skills of Taobao customer service 1 1 Query KPI project

(A) to explore the transformation

1) If the consultation didn't take photos, we will follow up the customer's registration, check the reasons why the customer didn't take photos, and see if we can solve the problem, dispel the customer's worries and reach an order. If you can't shoot it on the same day, follow up the order later.

2) take photos for free; Call for dunning and follow up, find out why the customer doesn't pay, agree when to recharge, or suggest paying if the current account can't pay, or go to the bank counter to dispel the customer's doubts and urge the customer to finish as soon as possible.

Customer nature:

1) New customers: When receiving such customers, you need to respond quickly and respond politely, and answer customers' questions as quickly as possible, so that they can feel the professionalism of the service, such as size recommendation, style matching recommendation and activity introduction.

2) Old customers: buying this kind of products for the second time. You can be more humane in the reply text, be as emotional as possible, get to know customers, join professional services, increase its stickiness and enhance the reputation of brands and services.

(2) Response time

1, typing, weekly typing practice, persistence, articles can choose our workflow or product knowledge-monthly assessment, progress award.

2. Proficient in business accumulation, familiar with product knowledge workflow at ordinary times-bad reviews and complaints caused by business knowledge, one point will be fined.

(3) Customer unit price

1, recommended styles, customers can ask customers to wear coats, and recommend pants and short skirts.

2. Shop activities: introduce the ongoing activities of the shop to customers, and guide customers to take more photos and get more discounts.

3, 2, can not decide, take the spot, evaluate yourself, evaluate the good recommendation, and can intercept the buyer's evaluation for reference.

(4) Refund

Subsequent secondary services for refund orders:

1. If the reason for the refund is only your own problem, try to keep it, solve the customer's problem, and appease the order without refund.

2. If you decide not to do it, the customer will feel the sincerity of the service because of the second service, and ensure timely and efficient. Remember that our percentage must be 100% of the customer's, so as to reduce the customer's shopping cost (time, energy and feelings).

(5) Response rate

For those whose response rate is lower than the average level, we should focus on spot-checking chat records to find out the existing service problems.

(6) Reception ability

Mainly depends on the situation of the store. If the reception volume is below the average level, analyze the reasons, help them make progress, strengthen the training of related shortcomings, and eliminate them if necessary.

(7) service

Service is a very important one, which is mainly carried out through service supervision, that is, spot-checking chat records, customer evaluation feedback and peer supervision and submission.

1. Organize the documents every 2-3 days, put them in the sharing, and supervise the customer service to check them.

2. Share chat records every week (depending on the current workload), and supplement and standardize customer service skills with typical cases.

Second, the work content

1. Responsible for answering questions about basic product information.

1, get corresponding information from the baby page and answer basic questions such as baby size, fabric and color according to your own experience.

2. For the details that are not detailed in the baby description, such as some details that are not marked, you can check them first and then reply. Note that the time should not exceed 24 hours, and you should comfort the customer appropriately and explain the time and method of reply on your own initiative.

3. The customer asks if it fits. If it is confirmed, give the customer a suggestive reference and recommendation on the premise that the customer provides his own size in detail. If it is difficult to determine whether it is suitable, the model size can be given to the guests for reference.

4. Recommend existing homemade products according to customers' wishes, or provide broad collocation opinions.

2. Be responsible for replying and handling discount issues.

(1) Respond to customers' inquiries about basic discount information immediately.

(2) Special discounts offered by customers are generally not negotiated, so 20 yuan can grasp them. 20 yuan asked the supervisor above.

(3) For price changes involving after-sales treatment (for example, the price difference needs to be made up for replacement), the remarks should be clear, and the remarks and signs should be changed accordingly.

3. Respond to the customer's withdrawal information.

If the customer's purchase intention is shaken after placing an order, apply to the customer service for cancellation, and the customer service will handle it immediately:

(1) If the unpaid goods are photographed, the customer can close the transaction by himself, but the customer service does not close the order.

(2) In the absence of invoicing, communicate with the buyer to exchange goods or apply for a transaction refund, and make corresponding transaction bills.

(3) If the order has been placed but not delivered, it shall be handed over to the small warehouse for order modification or cancellation, and corresponding remarks shall be made, and timely feedback shall be given to the customer:

A. If you can't find the face sheet, check the bottom sheet, verify whether it has been sent, send the notification number and place an order for delivery, and feed it back to the customer service, and then the customer service will discuss it with the buyer.

B. If it has been delivered, the customer service will contact the courier to return it or ask the buyer to refuse the visa. The customer's question is not needed. If the express outlet has been delivered, the freight will be borne by the customer.

4. Be responsible for answering and solving delivery problems.

(1) When you ask about the delivery time, you will reply immediately according to the normal delivery time. In addition, customers should also take the initiative to inform the delivery time when purchasing products.

(2) Ask about the delivery time after purchase. If the delivery time is about to exceed the time limit or has not yet been delivered, please appease the guests, confirm their purchase intention, then cancel the order, push the bill and push the delivery.

(3) When inquiring about delivery, if the goods have been delivered, inquire about the express delivery information and handle it accordingly.

(4) The buyer puts forward special requirements for delivery, such as delivery at the agreed time, delivery on the same day, address change, accessories and accessories, etc. , and should be within the scope of the company's permission, carefully as far as possible to meet customer requirements.

5. all kinds of words

(1) at the beginning: Dear, I am customer service X of X flagship store. It's an honor to be your image consultant. Please lock me in. I will always serve you today.

(2) Bargaining: Thank you very much for choosing our store among many stores. The price of shopping malls cannot be changed, which is fair to all customers. At the same time, our commitment is to make any customer who buys our products truly feel the value for money.

(3) Invoice: After receiving the clothes and confirming the receipt, contact us as soon as possible to issue an invoice. We all have formal invoices. You can contact us to write it and send it to you after the transaction is successful.

(4) Refund application process: Return application process: Enter the purchased baby-Return refund-I want to return the product-Refund reason: You can choose seven days without reason.

5) Fill in the logistics bill number: Honey, find the return bill yourself. Please return it when you see it, and you will be prompted to fill in the courier number and courier company. Fill in and submit. I bought the baby-please return it-fill in the logistics information-submit it.

(6) freight payment: shentong x yuan EMSx yuan x shunfeng x yuan x freight payment AliPay link x please pay attention to the following matters and the name of wangwang, for example: freight payment-the name of wangwang.

(7) End: Please check and try on the baby after receiving it. If you are satisfied, please give it five stars. Store details: service attitude: delivery speed:

(8) Reply to the offline message. The first sentence is, hello mm-I'm X (smiling face icon), the customer service of X family, you asked.

6. Remarks: In principle, whoever handles it will make comments, especially the cancellation of bills and the change of address.

A. General revised price: customer service name-yellow flag

B. Unshipped orders: reason+customer service name/date-purple flag

C. Shipped Orders: Reason+Customer Service Name/Date-Blue Flag

D. Special remarks: What Express+Customer Service Name/Date-Red Flag

E refundable order+customer service name/date-green sign

7. documentary

Discharge the shift schedule, and the customer service will follow up the unpaid orders during the day shift and night shift without consulting; Mainly to verify the address and quantity or style to cut in and supplement the service to customers.

Third, delivery

1. Check the delayed delivery and out-of-stock orders, take the initiative to leave a message about the goods ordered by the customer, and negotiate with the customer to return the goods (1-2 times a week, depending on the situation, delivery, delivery is so far. Check the transactions that have passed the delivery deadline but can't confirm whether to deliver the goods, and rush the goods and fill the order according to the corresponding results to ensure the order is complete).

2. If the goods can't be delivered due to oversold or production problems, the customer service should communicate with the buyer for refund and replacement in time.

3. Check the styles with a score of less than 4.8 on the shelves of the store, and carry out Want Want message follow-up service after delivery to follow up the high scores of customers.

Daily workflow and skills of Taobao customer service 2 1. Whether it is quality or non-quality, try not to return it. It is the responsibility of the store to control the refund rate and return rate reasonably, but it is responsible for the customers and should be borne. Pay attention to the guest's mentality. The most important thing is to be honest with people, be patient and handle things carefully, so that there will be no too much resentment.

2. It's the owner's own problem, so he should be responsible for the timely return postage and help the guests exchange goods or refund.

3. It is not the store's own reason, but also the real reason for customers to return goods, which is good for improving products and stores. Customer service is the eyes, ears and mouth of the company.

4. For all after-sales problems and out-of-stock notification problems, as long as the buyer is not online, please contact and solve them by phone, SMS or WeChat (except for replying to offline messages on after-sales Want Want), and don't passively wait for the buyer to come to the door.

5. Under normal circumstances, all returns will be refunded or exchanged after the buyer returns the goods (if the customer pays the full amount separately, it is just a normal purchase). If there are special circumstances, such as the fault of the store itself, the buyer urgently needs to receive the changed clothes first, and we can also make an exception to help the buyer deliver the goods and provide our express number.

6. Difficult buyers, or buyers with hidden dangers after sale, please get into the habit of taking screenshots of key chat records at any time and know how to protect yourself with Taobao.

7. Exchange postage:

A. Because the baby has quality problems or the description is inconsistent with the real thing, we will bear all the postage for the return. Please help us pay in advance. After the transaction is completed, you can contact us and return it to your Alipay account, or if you agree, you can use the balance to offset the freight charges for future transactions. Please rest assured.

B. If it's not our problem, you need to be responsible for the replacement fee yourself, take a link to make up the postage online and pay for it yourself. Never put money in a parcel to avoid the risk of losing a piece or cash and avoid disputes. If it is not the seller's responsibility, whether you exchange the pre-sold baby or the difference between your exchange and exchange, you need to pay for the round-trip postage yourself.

(1) Basic procedures for buyer's return and exchange

1. Take photos to determine the quality problem:

It's a return with quality problems. Please send a picture to confirm before processing. Pictures can be received by Want Want, sent to the mailbox by guests (for customers to send emails in a certain format), and received by QQ customer service and handed over to after-sales customer service. The pictures must be named after the buyer's ID, and be filed in the After-sales Problem Picture Collection in time >; Archive, and give corresponding treatment after confirmation. Non-quality problems do not need to be determined.

2. Extend the trading time:

After confirming the return, whether it is a return or a replacement. Please extend the trading time of the guests 10 days (except those that have been successfully traded).

3. Return the information to the buyer:

Then please send the buyer a reply address and other information (please remember that our store only accepts express delivery and EMS, does not accept surface mail and express mail, and does not accept any form of cash on delivery except SF Express and Shentong) and handle it accordingly.

4. Remarks Transaction remarks:

Remarks in the buyer's corresponding transaction notes: For all after-sales returns, if the buyer takes photos on Taobao, the name and date of the customer service who handled the returned items should be recorded in the buyer's transaction notes, and the notes should be marked in blue.

5. Incorrectly registered delivery documents:

If the customer service sends the wrong goods, or it is caused by missing goods. It should be registered in the wrong delivery document.

6. Feedback quality issues:

If it is caused by quality problems or size errors, please feedback it to the relevant handlers. Clothes are seasonal, and such information is reflected in real time.

7. Missing parts:

1) First of all, please check whether the delivery list in the package is consistent with the goods, and rule out the possibility that we will deliver the goods separately.

2) If the goods on the delivery note are missing and the express parcel is intact, please put all the clothes, cartons, accessories, express parcel bags and other items received on the electronic scale and take photos.

(2) How to deal with the parcel returned by express delivery?

1. Express without order:

(1) Please change it to an EMS form. The EMS form still needs to fill in all the categories that the courier should fill in.

(2) Indicate the invoice number on her transaction bill, indicating that it was reissued because the courier could not be returned, write your own name, mark the bill in blue, and extend her transaction time.

(3) Inform her of the new order number and the reason for returning the goods on Want Want. Please apologize if it is the fault of the customer service.

Similarly, if it is necessary to make up the difference, the store will bear it at the first time and inform it to shoot EMS later.

2. Express parcel returned by the mall:

In the transaction notes of the buyer, please check the opinions of the customer service who applied for returning the package and handle it according to the corresponding opinions. The processing results should also be indicated in the remarks.

(3) Refund.

Very important: please contact customer service in time for a refund. Don't apply for a refund without contact, otherwise it will affect the speed and effect of your refund processing.

1. If you want a refund:

(1) Submit a complete refund reason, so as not to delay the refund response speed. We will agree to refund online after receiving your package quality inspection. Need to fill in the return information online in time. If the refund is closed because the return information is not filled in in time, the store can't give you a refund, so you can only reapply or contact Xiao Er to open the refund entrance.

(2) Upon confirmation by both parties, your refund process has been completed, and your money will be returned to your account within 1-2 working days.

(3) Step: Contact the after-sales department-you initiate a refund application on Taobao-we agree to refund the goods if there is no problem in the quality inspection-you submit the return information-the store confirms the refund within 1 to 2 working days-you receive the refund-and the transaction is over.

2. If you only want to refund the discount or postage:

(1) Submit a complete refund reason, so as not to delay the refund response speed. Our store will return it to your account within 1-2 working days after confirmation.

92) If the transaction is successful due to your improper operation or failure to apply for partial refund in time, you can only apply for after-sales refund again or contact Xiao Er to open the refund entrance.

(3) Step: Contact the after-sales service-you initiated a partial refund application online-choose I want a refund but don't need to return it-and then fill in how much you need to pay the seller (if the store needs to refund you 10 yuan and you paid 100 yuan at that time, you have to pay the seller 90 yuan)-65438.

3. If your order status is waiting for delivery from the seller, you need a refund:

(1) After receiving your refund application, it may take our store 1 to 2 working days to withdraw the order or take back the goods. After the customer service confirms the refund, the money will go to your account.

(2) Step: Contact after-sales-you apply for a refund-the warehouse returns the bill (or express delivery)-the refund confirmation-you receive the refund-and the transaction is over.

(3) Please note: our store delivers the package during the day and confirms it at night. There will be a misunderstanding that your goods are actually packed in parcels, but our store has not placed orders for delivery online, and parcels pile up every day. Please don't think that our store will not refund you in time.

evaluate

1. View the customer's evaluation information in evaluation management.

(1) If it is not good, verify the bad situation and feedback it to the customer after modification and improvement.

(2) ok, awesome.

(3) It is best to use feedback and explanation. When the store traffic base is large, there is actually a lot of traffic from product evaluation. Don't ignore this highly transformed place.

2. Collect favorable pre-sales and after-sales questions.

According to the new praise every day, there is information reflecting various problems, classified and summarized, and communicated with buyers appropriately.

3. Draw the red envelopes given by the collection store.

From time to time, give red envelopes to collectors and buyers with purchase records.

4. In response to favorable comments, some activities can be carried out to guide buyers to give favorable comments (for example, 5-point screenshot to send coupons or package express).

Product attribute knowledge, and docking

1. For the training of product knowledge and selling points, a new customer service reality show will be held regularly, so that customer service can get in touch with clothes, be more impressed and get familiar with products quickly.

2. The superposition algorithm of docking operator's store activities, prices and various discounts, and the analysis of customer service activities.

Daily workflow and skills of Taobao customer service 3 1. Responsible for answering customers' return questions.

1. Respond to the customer's return information immediately to appease the customer. The response time should not exceed 5 minutes.

2. In line with the principle of honesty and buyer-centered, verify the problem with the buyer and pay the return postage for the buyer's return or maintenance as appropriate, and handle it flexibly.

Sending the wrong goods: including copying, sending, omission, copying less or packaging less, and sending more. After receiving this kind of information, the customer service will verify the pictures with the customer and help to verify the weighing of the bill, and then make corresponding treatment and opinions for the customer after confirmation; Misdelivered and frequently delivered goods need to be removed from the shelves, and the customer service will replace the order or instruct the customer service to refund.

Among them, if the customer refuses to accept multiple documents, the customer service will upload the corresponding orders to Taobao for processing; The buyer admits but will not return it. First, they can contact logistics to pick up the goods. Second, pay complaints, customer service complaints, Taobao.

Broken package: if the buyer refuses to sign for it, it can be handled according to the normal process, which involves returning goods, as above.

If the buyer has signed for it, several pieces will be checked and weighed by the customer service, and compensation can be negotiated with the logistics. If negotiation fails, it will be replaced according to the actual situation; If the clothes in the package are damaged, it is necessary to negotiate and upload the voucher for verification and issue the sender's certificate. After customer service and logistics coordinate and verify, they will handle it accordingly, which involves returning goods.

Quality problem: A. Within three days after receipt, there is no trace of wearing, and the customer service needs to ask the customer to upload photos as much as possible. If the buyer cooperates, it will be handled normally after verification (return or self-repair, bear certain expenses after sale, or make certain discount compensation); If the buyer doesn't cooperate, it's really impossible to ask the buyer to return the goods and hand them over to the background for verification. If there is a quality problem, it is the same as the previous treatment. If not, communicate with the buyer after sale.

B. If quality problems are found after the after-sales treatment time or wear, negotiate compensation; If the buyer does not agree, the buyer should ask the supervisor for advice.

C. if the customer is responsible, the principle is not to refund. But try to handle it well to avoid bad reviews and customer churn.

Second, responsible for responding to after-sales problems arising from logistics problems.

1. immediately appease the buyer, so as not to cause evaluation complaints. The response time should not exceed 5 minutes, and the resolution time should not exceed 48 hours.

2. Communicate with the courier and reply to the buyer:

A. Because the address can't be delivered by courier, and it's difficult, negotiate with courier to transfer the EMS, or send it back and resend it with comments.

B. If the courier is sent to the wrong address or the parcel is lost or damaged, it will be reissued for the buyer as appropriate, with comments and submission of the goods to be removed.

Third, the after-sales problem picture archiving

Receive pictures of various quality and production problems from the buyer, and the after-sales customer service files them in the corresponding "after-sales problem pictures" folder. The name of the picture format is changed to customer ID for reference.

Fourth, responsible for the feedback of production problems.

In a short period of time, the quality problems of the same paragraph and batch are generally reflected, or there are major quality problems after verification:

1. In the same paragraph, many customers report problems, and the feedback needs to be verified.

2. Customers' opinions on styles, sizes and colors.

Verb (abbreviation for verb) is responsible for some pre-sales work.

Pre-sale includes cancellation of orders and exchange of money. , after-sales spare time to participate.

Six, lost compensation certificate registration

If the parcel is lost or damaged due to the negligence of express delivery, the specific products and compensation amount should be made into charts and registered immediately for accounting at the end of the month.

Seven, the verification and registration of the wrong goods documents

For the after-sales problem, it is determined that it is the wrong goods, and all customer service will hand over the relevant ID and error information to the auxiliary after-sales customer service for verification and registration in this document.

Eight, responsible for the night shift handover processing and update and after-sales documents verification and registration.

1. Coordinate with all parties to update the processing information of all items in the night shift handover file left the night before (processing will start in the morning and must be completed in the morning).

2. Receive the after-sales information submitted for registration by the customer service, verify it accordingly, and register it in the "after-sales document".

At present, this can be done with the help of guest channel, but most people are not used to using system functions. What the document can do is that it can be viewed as a whole.

Nine. Daily maintenance and return visit of special VIPs

Once a month 1 time, pay a return visit to some special VIPs who are usually demanding but can't be ignored-different guest lists have different meanings.