Summary of Taobao's pre-sales customer service work (1) I have been employed for ten months and have adapted to the change from art design to customer service. The arrival of early August means the arrival of the peak season of e-commerce in a year. At this critical moment, summing up past experience is to win the war better.
Customer service, anyone who may be able to play the keyboard can do it. However, in the process of sales, many details cannot be sloppy. First of all, customer service is the link between stores and customers. At work, we should receive every customer seriously, responsibly, honestly and enthusiastically. Because in the process of sales, customers often hesitate to know about the products, so as a customer service, we should have enough knowledge about the products in our store, so as to provide customers with more shopping suggestions and better answer their questions. At work, I also keep learning how to improve my work skills and learn more outdoor equipment. When the company has time, it can organize us to go outdoors to relax, and at the same time, it can enhance our feelings and have a deeper understanding of outdoor equipment knowledge. Because sometimes Baidu can't handle the old donkey.
The importance of pre-sale shopping guide in the sales process lies not only in answering customers' doubts, but also in guiding customers to buy, facilitating transactions and raising customer unit prices. In pre-sale communication, there are generally greetings, inquiries, recommendations, bargaining and goodbye. In sales, Want Want's first automatic reply is very important, and our quick reply will make customers feel our enthusiasm. In terms of customer questions, we should answer any inquiries from our parents at the first time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with customers skillfully can not only keep the lowest price, but also make customers feel that our price is really the lowest and can't be lower. This requires you to constantly learn and provide your own communication skills at work.
Summary of Taobao's pre-sales customer service work (2) First of all, I know that I must have a serious attitude in doing things, otherwise it will be a kind of torture for you to do one more second. Secondly, you must be very careful when you speak. What do you mean, disaster comes from the mouth, and doing customer service means disaster comes from the hand. If you are not sure, don't answer the customer rashly, let alone make any promises to the customer, or tell the customer some sensitive questions according to your own subjective judgment. These seemingly small problems are often the details of making a big mistake. Many customers may be entangled with after-sales or other customer service for a long time because of your unclear words.
In the end, the stalemate caused some losses to the company, because there was always a chat record on xx, and everyone had their own customer service number, so the responsibility was meticulous to the individual, and anyone who made a mistake was well documented. I don't expect much from myself, at least I won't say that when the customer and our staff are entangled in problems, I tell him what to do, unless I make a mistake when checking the chat records. After so long, I took the customer service. I don't want customers to say that the customer service attitude is not good, but I just hope that I don't make mistakes and don't affect the company. Didn't lose face in front of customers.
We often meet boring customers on the Internet, and we are often asked some stupid or beyond our ability to answer questions, but customers are God, which is really a real experience. On the internet, because it is not face-to-face communication, it will increase the difficulty in the purchase process, so our tone must be very sincere and polite. No matter what customers say, ask and ask, we should use 200% patience and good service attitude to make them feel that they are God. I don't know what my clients think of me.
You think I am a qualified customer service staff, but as far as I am concerned, I have devoted my enthusiasm. Even though I was wronged online, I kept explaining and apologizing to my customers. Even if I'm not the reason why he's angry, I have no taste to scold my colleagues about the difficulties and idiots of customers offline. What I want to say is that, despite this, I have taken my patience to answer and recommend for every customer. Because I want to study,
The content of going to work every day is monotonous and repetitive, especially in the first few days. Basically, several customers are asking questions about delivery, return, wrong delivery, refund and so on. These are all a little troublesome. In fact, we can't blame others for making trouble. Really can't do it. Everything is solved through empathy. When we were doing customer service, we set up a lot of quick replies.
In the later period, customers basically ask delivery questions, so they know whether we delivered the goods to him at the first time, and then they are ready to answer him why we didn't deliver the goods in time and apologize. In fact, sometimes it's not our fault at all, but an apology is also necessary. Only when you admit your mistake first will the customer feel that your attitude makes him satisfied, and it is his own fault that you continue to make trouble.
Another work skill found is to distract customers. Originally, he came to ask you why you haven't delivered the goods, because when his baby is in a hurry to wear, use or get angry for some reason, we can firmly grasp the information he revealed, such as congratulations on his baby's happy birthday ~ ~ wishing her baby a healthy and safe life, or that his baby must be very, very cute, and so on. When someone praises his children, his true feelings and tolerance are positive. Coupled with the apology after praise, he will definitely relax his original purpose and then wait for a while. I made this move really unbeaten! Very effective, the sincerity shown in the sentence when apologizing to the customer is often the most touching to the customer. When you thank him for his understanding, send him a rose expression, and the customer's mood will suddenly get better, then the problem will be solved very well.
However, this is always a temporary solution, and the ultimate problem cannot be solved. No matter how our customer service apologizes, there is no need to delay the customer's grace time. It's ok to do it once or twice, but if you repeat it many times, no one will have patience, so you can't make mistakes in any link, you must be coherent to succeed. To do customer service sales, we must first understand the needs of customers and know what customers are thinking.
A, customer service personnel requirements
1. Have a good psychological orientation, know the nature of their work, have a good attitude towards customers, have good communication skills, and have certain negotiation skills;
2. Be clear about all aspects of online store operation and management (baby, my business, taking off shelves, beautiful pictures, store decoration, logistics, etc.). ).
3. Be familiar with our baby, so as to communicate well with customers and answer their questions. For example, the store specializes in boys' and girls' styles of clothes. What the customer service should know is: the classification of goods in the store, and familiarity with the fabrics, sizes and numbers of various styles of clothes. For example, if a customer sends you a picture, you should respond quickly. In which column is Baby, open Baby, check relevant information and wait for customers to ask questions;
4. Be diligent and careful, and get into the habit of taking notes.
Second, the plan
Taobao does business every day, and it is very important to stick to it. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. "It's not your fault that business is bad, it's your idleness." Here are my little suggestions:
Spend at least half an hour checking your online shop every day, look more and more, see if there are any shortcomings in the shop, what needs to be revised, see if there are any missing orders that have not been delivered, and if there are any buyers who have not paid and actively destroyed others. These jobs look small, and when you are busy with your business, it will lighten your burden and you won't be in a hurry.
Spend at least an hour and a half visiting Taobao community every day to learn and communicate.
Third, in the process of work, I also found many problems:
1. For the online shopping department, I personally think that the logistics reason is the most important and urgent problem to be solved, because the goods were promised to arrive in 3-5 days, but they have not arrived for more than 5 days, and many customers ask for a refund because they have not delivered for a long time.
2. When doing activities, customers will reduce their prices after buying them. When many customers write comments, they will mention that telling their dissatisfaction will also discount the company's image;
3. Although the color difference problem is not serious, it still exists;
4. Product packaging. Many customers buy things just to give away. In this regard, we have gift bags that can be given away, but they may be limited, depending on the manager's intention. I don't think this gift is expensive. When you use it, you won't lose the item, and giving it away is also a good choice.
5. There is too little communication between the warehouse department and the store manager. For many products, there is nothing in the warehouse, but the online order is still accepted, which seriously prolongs the delivery time and brings bad influence to the store.
In view of the above problems, as a customer service, I think it should be improved as follows:
1. Turn on the computer, log in to xx, and open the Taobao background. What you need to check: are there any problematic orders in the background, and are there any records of buyers not paying or delivering goods? If there are unresolved problems, they should be solved in time; Check yesterday's transaction records and the situation that needs to be handled, and deal with special situations urgently. For example, if the order is out of stock, the guest address cannot be delivered by courier, and the freight needs to be paid, and the problem should be investigated and solved in time;
2. Check the shift record book to see if there are any customers who were interested the day before yesterday, but haven't made a deal yet. They should follow up in time and consult the buyers. At this time, unexpected results can often be obtained; If you have a purchase, you need to follow up with your family to get a timely and accurate understanding of the baby's dynamics.
3. Record the daily sales situation, follow up each responsible guest and summarize the problems that need to be dealt with.
After doing these jobs well, the customer service staff can begin to concentrate on receiving customers. Transactions reached at work should be placed in time, filled into the distribution system and updated in time.
5. Work summary should be done in time.
When receiving customers and answering questions, you should also learn some skills. Many times, we need to learn to put ourselves in the customer's shoes, understand the customer's psychology, and sincerely think of the customer from the customer's point of view (of course, the premise is not to harm the company's interests). Let me give you a few examples to illustrate. Using the psychology of "being afraid of not being able to buy", people often want something. The more they can't get it, the more they want to buy it. You can use this "fear of not being able to buy" mentality to promote orders. For example, you can aim at the customer and say, "There is only one last dress left. If you don't buy it, it will be gone. " Or say, "Today is the deadline for the preferential price, please seize the opportunity, and you won't be able to buy this preferential price tomorrow."
Summary of customer service work before Taobao (3) New customers need to spend a lot of time and energy to facilitate the transaction, but old customers are different, because they know our services and products, so as long as they are satisfied, they don't need to ask more questions, they will go shopping by themselves. Therefore, maintaining old customers is our important task. Taobao's constant revision in recent years has also provided many new functions for sellers, and also noticed the importance of maintaining old customers, so it specially launched software for sellers to use, so that sellers can easily use Taobao tools to contact buyers and increase their feelings with buyers.
First, xx sends messages in groups. Xxxx is not only a tool for buyers and sellers to contact and exchange problems, but also one of the important tools for buyers and sellers to contact their feelings. With xxxx, buyers can be grouped and added as contacts, and messages can be sent to buyers in groups. If there are new products or promotions, xxxx's mass sending function can quickly inform buyers.
Second, send messages in the station. It is also a way to contact the buyer by informing the buyer of the update of the store at any time through the letter in the station. On-site letter is similar to the function of sending emails on Taobao. We can send blessings on special festivals or buyers' birthdays through on-site letters, which will make buyers feel our goodwill, enhance the feelings between sellers and buyers, and let buyers always support our store. If both buyers and sellers are unwilling to go further, they may only be able to maintain a pure business relationship. But if we are enthusiastic, we will try to get close to the buyer and make friends with the buyer, then I believe that the two sides will not be limited to business relations, and the buyer will always support us.
Third, the xx online shop version. Online version of xx is a good assistant for sellers. Sellers above Samsung level can open online shop version xx. Compared with the regular version, the online shop version has many functions that can help sellers better manage their stores, organize their treasures and contact buyers. Through the customer page, you can check the purchase quantity and amount of the buyer, which helps the seller to contact the buyer. Cheek can be set as the buyer's preferential amount, etc. And you can also check the buyer's transaction, transaction ratio and amount.
Fourth, SMS. Mobile phone is a communication tool used by most people, and it also has the function of mass sending. We can accumulate the phone numbers of ordinary buyers, record the names, preferences and birthdays of each buyer, and then send a blessing message on the buyer's birthday, or send a message to the buyer according to the buyer's preferences when the buyer buys for the second time. I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.
Summary of customer service before Taobao (4) Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step. This article is the annual personal summary of Taobao customer service. Let's take a look at the specific content!
Speaking also needs skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.
First of all, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust. Even if you are not angry offline, you can't bring emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements.
Secondly, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. When customers meet us with a smile, they may become our friends even if they don't need our products. The next time they need it, they will easily think of our store, thus paving the way for the next transaction.
Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.
Finally, the promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits.
Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, it is difficult to reach a deal with even the best products. If the above four points are achieved in the process of chatting with customers, then I believe the business in the store will not be too bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.
Summary of Taobao's pre-sales customer service work (V) Since I joined the company for half a month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao's customer service work, and I have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices. Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other States, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what the situation is, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.