Taobao customer service workflow

In order to save time and worry at work, Taobao customer service needs to list such a complete and clear workflow. The following is my workflow about Taobao customer service, please refer to it!

Taobao customer service workflow 1 1, familiar with the product, understand the product-related information.

For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently.

2. Receive customers.

As a customer service guide, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store.

In the process of receiving customers, Taobao customer service mainly uses instant messaging tools such as Ali Want Want and QQ to communicate with customers, and needs to reply to relevant inquiries put forward by customers in time.

3. Check the number of babies.

There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now, it is very convenient to synchronize the inventory data on the page by using the special browser for Taobao sellers: Indiana Jones, an online shop.

4. The customer sends a payment order and checks the receipt information with the customer.

Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.

5. Modify the comments.

Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed. Under normal circumstances, the default is to use a small red flag as a note, and write the reason for the modification, the manual number and the modification time in the note, so that the modified place can be seen at a glance, and the online store housekeeper can directly grab it when placing an order.

6. Delivery notice.

After the goods are delivered, send a message to the customer by SMS to tell him that the package has been delivered, which can also increase the customer's goodwill towards your store. For customers who have not paid for the goods, if they want to go online, they can send a message to customers in the afternoon saying that the order will be closed soon. If they pay now, they can deliver the goods today. It's called a reminder. For customers, some customers may forget to pay after placing an order, and then forget it slowly. Please remind him a little, remind him. In this case, it is equivalent to pulling another customer. For those customers who don't intend to buy, but just take orders on impulse, they can close the order manually, although Taobao system will automatically close at that time, which is convenient for other colleagues to work. The order of repetition is similar to this method. The key is to contact the customer and ask about the purchase intention.

7. Cash on delivery order processing.

It's a good thing for sellers to open the function of cash on delivery on Taobao, but many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, the price is more expensive than that on the website, and they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the courier, but if the customer thinks you are cheating him, you may lose a group of customers, so. If the buyer agrees to cash on delivery, he can inform the colleague who placed the order to deliver the goods, otherwise he needs to place a new order. I am deeply touched by this. When cash on delivery first came out, we found that the rejection rate of cash on delivery was very high, so later we asked the customer service to call the customer to confirm that although the phone bill was overpaid, the implementation proved that the rejection rate of non-express factors was zero under normal circumstances.

8. Customer evaluation.

Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.

9, bad review processing.

Many friends are crying because of this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. If you find bad reviews, communicate with customers quickly and see what causes them. Customers don't give you bad reviews for no reason. Understand the situation first, then solve the problem. Ordinary customers will give you a revised evaluation. For some buyers who get improper benefits from malicious comments, customer service should pay attention to collecting information in order to collect evidence for later complaints.

10, related software learning.

For example, the popular cutting toolbox now includes practical functions such as store copying and baby grabbing, which improves work efficiency with the help of auxiliary tools.

Taobao customer service workflow 2 1. Responsible for responding to 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. Based on the principle of honesty and taking the buyer as the center, we will check with the buyer and pay the return postage for the buyer's return or maintenance according to the situation, 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 problems: A, within three days after receipt, there is no trace of wearing, and customer service needs to ask customers 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, and 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 is exceeded or the products are worn, negotiate compensation; If the buyer does not agree, the buyer should ask the supervisor for advice.

C, customer responsibility, the principle is not to return. 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 courier can't arrive, as well as difficult items, negotiate with the courier to transfer to EMS, or return it with comments and resend it.

B. If the package is delivered to the wrong address or lost or broken, it shall be reissued for the buyer as appropriate, and the goods shall be marked and submitted to the shelf.

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.

Taobao customer service workflow 3 1, no matter the quality problem or non-quality problem, try not to return the goods. It is the responsibility of the store to control the refund rate and return rate reasonably, but it is responsible to the customers. 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 is the problem of the store itself. We should be responsible for returning or refunding our guests in time.

3. It is not the reason of the store itself, 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. As long as the buyer is not online, please contact us by phone, SMS or WeChat to solve all after-sales problems and goods out-of-stock notification problems (except for replying to offline messages on after-sales Want Want). Don't wait passively for buyers to come to them.

5. Under normal circumstances, all returns are returned by the buyer, and then refunded or exchanged (the exchange guest pays the full amount, but it is only 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 develop the habit of taking screenshots of key chat records at any time and know how to protect yourself with Taobao.

7, replacement package:

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 exchange the goods 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 losing 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. Pictures must be named after the buyer's ID and filed in time. After confirmation, they should be dealt with accordingly. Non-quality problems need not be judged.

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. Transaction Notes:

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 problems:

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 verify whether the delivery list in the package is consistent with the items, and rule out the possibility of separate delivery.

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 delivery without bill:

(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. If the customer service is wrong, please apologize.

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. The express parcel that the mall requires to be returned:

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 return the goods and ask for 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 comments on pre-sales and after-sales issues.

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 (such as taking a screenshot of 5 points to send coupons or packages).

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, which will make them more impressed and accelerate their familiarity with products.

2. Overlapping algorithm, which is used to connect the store activities, prices and various discounts of operators and analyze customer service activities.

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