Basic knowledge of Taobao customer service

Basic knowledge of Taobao customer service

Customer service refers to the customer service work (accepting customer consultation and helping customers solve their doubts), or the organization that undertakes customer service work. In different industries, the scope of customer service answering questions is different. The following is my basic knowledge of Taobao customer service, welcome to share.

Basic knowledge of Taobao customer service

Be polite to guests.

As the saying goes, a good word warms the winter for three months, and a bad word warms the cold for six months. A few short words can make buyers feel comfortable and may have unexpected effects. Be polite to customers and let them feel treated like God. Customers come, please say, welcome, please take care of them, or welcome them. what can I do for you? Speaking out in good faith will make people feel very intimate, cultivate feelings, and weaken or disappear the psychological resistance of customers.

Don't catch your breath for a while.

The most taboo to communicate with buyers is to show off the ability to talk for a while. Although I can get a short-term pleasure of victory, I feel that I can't convince the buyer, which will only increase the difficulty of my future work. When communicating with buyers, don't put on an aggressive look, which will arouse the resentment of buyers and lead to customer loss. The real communication skill is not to argue with the buyer, but to guide the buyer to accept or tend to his own point of view, to convince people with reason and to move people with emotion.

have a conversation

Dialogue is the process for customers to understand our products. Customer service should first have a deep understanding of the company's products, stand at the height of the master, answer customers' questions about the products, and quote some professional terms and authoritative figures appropriately. But when introducing products, we should use words that customers can easily understand. The key is to understand the product itself.

Don't show off too much technical terms.

When communicating with buyers, don't think you are superior, adopt a teacher's attitude, and then explain the technical terms to buyers. The best way is to use simple examples and simple methods to explain, so that buyers can easily accept and understand. We should take pains to explain, otherwise the buyer will lose patience and fail to achieve the purpose of sales.

Grasp the buyer's psychology

Understanding each other's psychology is the premise of good communication with others. Only by understanding each other's psychology and needs can we have clear goals in the process of communication, so that buyers can accept your views more easily and guide their consumption.

Establish a correct and positive attitude

Establishing a correct and positive attitude is particularly important for online shop customer service staff. Especially when there is a dispute over the quality of goods, whether the buyer's fault is returned to the courier company or not, it should be resolved in time and cannot be avoided and shirked. Actively communicate with the buyer, understand the situation as soon as possible, try to make the buyer feel respected and valued, and propose solutions as soon as possible. In addition to money transactions with buyers, buyers should also feel the pleasure of shopping.

Skills of communicating language

Use less words like "I" and more words like "you" or "we" to make customers feel that the seller is wholeheartedly considering his problems, and often use words like "please" or "welcome" and "nice to meet you". I hope you can find a satisfactory baby here, "Hello" and "Sorry, please wait a moment, sorry.

Taobao customer service speaking skills

No matter from enterprises or private enterprises, as long as they are engaged in opening stores or serving businesses, there are generally Taobao shops. The reason is that Taobao shop is simple and free!

And you can decorate the store yourself, without too many service fees and deductions. Of course, if you want to be a high-end store, the service fee and the front desk display fee are naturally indispensable.

The first level of Taobao customer service is typing speed;

The general requirement is to exceed 60 words per minute on average, or meet the requirement of 80- 100 words, depending on different enterprises, the requirements are different; Especially busy customer service, naturally demanding.

For different activities or the same reply, it is suggested to use quick reply directly to reduce the workload.

The second level of Taobao customer service is communication ability;

In the process of chatting with guests, it reflects the warm and thoughtful side of formal professionalism; At the same time, it should also reflect the formal and distinctive side of the company.

When guests take the initiative to chat, they will have many questions and concerns about products or services. At this time, the first thing to be solved is the concern, the second is the understanding of product specifications and characteristics, and the third is the price issue. In the face of assured, professional and preferential merchant products, there is not a guest who does not place an order.

Talking skills between Taobao customer service and customers

First, polite language.

1. When customers contact you actively and ask about the product content, the first sentence will ask: "Dear, are you there?" And the customer service should answer: "Hello, dear. Yes, I am the customer service of xxx store, and I am honored to serve you. "

2. If you contact this customer who has been here before, you can reply like this: "Hello, dear, welcome to come again. What can I do for you? "

This kind of greeting makes customers feel that you are professional, giving them a sense of intimacy and high-quality service attitude can affect their shopping mood and greatly increase the chances of customers placing orders.

Second, the ability to respond.

Taobao customer service needs fast typing and strong response. When a customer asks a question, you should answer the customer's question at the first time, and don't be unable to answer it for a long time. The customer will contact you because she is interested in this product, so you should seize the opportunity. As long as the customer's questions are answered, the customer will place an order without doubt. If you are not online or can't solve the customer's problem, then this list will slip away, and the response time of customer service is best controlled.

Third, customers bargain.

Whether it is a physical store or an online store, many customers like to cut prices before buying. The average customer will ask, "Can you make another discount on the price?" At this time, you can't directly refuse the customer and say, "No, it's already the cheapest." The customer service can answer, "Dear, this product is in an activity now, and it has been discounted, which is very affordable. In a few days, the original price will be restored after the event. Dear, buy it if you like. " If you say so, the customer is still obsessed with the price issue, then the customer service can answer "honey, I'm really sorry."

Iv. transportation, freight and delivery

These questions are very common and many customers will ask them before placing an order. Customers usually ask:

When will the goods arrive? We don't want to give an accurate answer to this question because we can't control express delivery. Customer: "I'm from xx. Will I arrive in 3 days?" Customer service can answer: "Dear, if we follow the normal delivery time, we should be able to deliver it within this time, but if the weather is bad or there is a delay in delivery, it may be a day or two late." Please forgive me. "

Professional quality of Taobao customer service

Good psychological adjustment

Knowing the characteristics of the industry, you should realize that this job requires good patience and temper from the beginning of customer service. Customer service must have good self-control and face the situation with a positive attitude when facing customer complaints.

Improve operational skills

With professional skills, we can win the trust of others and communicate further. Even if you meet a customer with a strong accent, you should have a fearless and patient attitude as a customer service.

Learn a never-ending attitude.

Gorky once said that a person's genius is just a spark. If he wants to be a burning flame, he must learn. People not only rely on it to have everything from birth, but also rely on everything he gets from his study to make himself. Knowledge is like an endless ocean, and the continuous enrichment of knowledge determines the endless learning. Only by continuous learning can we improve ourselves and become an excellent customer service.

Professional skills of Taobao customer service

1, know the store baby like the back of your hand.

The premise of doing a good job in customer service is to train the relevant knowledge of shop products. For example, a shop selling badminton equipment should be familiar with the racket material, grams, handle size, the number of pounds of drawstring, sweat absorbent tape and other issues, so that customers can answer accurately and professionally at the first time when consulting their treasures, dispel doubts and let customers feel the professionalism of customer service.

2, the reaction speed is fast

Many big stores have requirements on the time for customer service to answer customers. For example, if a store's current sales volume is the third in the category, rewards and punishments will be set on the customer service response speed-if the customer fails to answer the customer's question within 30 seconds after consulting the question, there will be corresponding penalties during the assessment and corresponding rewards will be given within 20 seconds.

3. Warm and polite communication

Taobao customer service must communicate warmly and politely with customers and master the necessary communication skills of Taobao customer service. Try to avoid blunt tone when communicating with customers, such as "oh, um, ah" and other words. Customer service can turn "Oh" into smiling face expression, "Hmm" into "Good Drop", and the modal particle "Ah" into "Ha" will also make communication more friendly and use expressions skillfully. Replacing the usual "hehe" with "haha" will make customers feel that the customer service in this store is very easy to communicate.

4. Actively recommend products

Some customers can't pay attention to themselves after consulting, and they are easily entangled. At this time, it is necessary for customer service to recommend suitable products by analyzing the buyer's psychology of customer questions and feedback. Analyze the use value of this recommended product from the customer's point of view, and believe that ordinary customers will accept the product recommended by customer service.

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