2. Receiving customers: As a customer service guide, it is best to be enthusiastic and flexible. Then an excellent Taobao customer service should not only know how to receive customers well, but also guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: the price of baby 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. When receiving customers, some necessary greetings, customer consultation and answers, bargaining processing, delivery time and other necessary telephone contact with buyers.
3, cash on delivery order processing: online shopping, many buyers do not know the meaning of cash on delivery, directly choose cash on delivery. When receiving the goods, the price is more expensive than the website, so most buyers will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay a little more for express delivery, but if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for Taobao customer service, as long as you see the order of cash on delivery, you need to contact the buyer immediately, tell them that the price of cash on delivery is a little expensive, and confirm whether the customer needs cash on delivery. If the buyer agrees to cash on delivery, he can write a delivery order, otherwise he needs to place a new order. Let Taobao customer service call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low.
4. Customer evaluation: After the transaction is completed, remember to write a comment to the customer, which is an opportunity to advertise to the store for free.
In the process of bad reviews, many friends were made to cry by this credibility. However, it is not impossible to handle bad reviews. As long as you find bad reviews, you should communicate with customers quickly and see what causes them. Customers will not give you bad reviews for no reason. Understand the situation before solving the problem. Ordinary customers will modify your evaluation. Of course, some buyers now get improper benefits through malicious bad reviews. In this case, the customer service is not helpless. First of all, as an excellent Taobao customer service, the most important thing is empathy. Put yourself in the customer's shoes, consider the interests of the company, and think from the customer's standpoint to maximize customer satisfaction.