1. What are the communication skills of Taobao customer service?
1, the first is the greeting.
If the customer comes to consult, it seems a bit stiff to answer the question directly without greeting, so it is also polite to insert some greetings.
For example, a customer asks, "Hello, are you there?" It is not good for us to reply directly. We should answer politely: "Yes, dear, welcome. What can I do for you? " .
In this way, questions and answers will be smooth, and you can also take the initiative and ask questions to understand customer information.
2. Respond to product inquiries
Many times, customers come to customer service to consult products. For example, the buyer will ask, "Hello, do you still have this (link) style?" .
Since you open the link to check the main time, if we are online, we should reply "Hello, welcome, let me check it for you, please wait a moment" immediately.
This gives customers a positive service attitude. If you reply after checking, sometimes customers think that customer service is not available, so they will go to see other products, which may lead to the loss of customers.
3. Price consultation
Many buyers may ask whether there will be any discount on the product price after confirming the product. Of course, you can't say no directly at this time, which will give the buyer a bad attitude.
We'd better praise the buyer's good choice of our products first, which will not only make the buyer happy, but also push the products without leaving traces, and then explain the advantages and characteristics of the products.
Explain that this price is already a very real preferential price. Of course, if you have a coupon, you can send one to the buyer.
4. Logistics
Many times buyers pay more attention to logistics issues. For example, can I choose a logistics company? What time is the express delivery? If some areas are too far away to receive the courier fee, buyers will ask about the courier fee.
In this way, we need to consider the cost and customer's concerns in order to reply sincerely. Considering the geographical distance, the delivery time of the reply will be different according to the actual situation.
Step 5 confirm the information
Now after the buyer pays, the customer service will generally ask whether the receiving information is correct, such as "Hello, thank you for your patronage. Please confirm whether the delivery address, consignee and mobile phone number are wrong? " .
After the buyer is confirmed, you can reply, "The store will deliver the goods as soon as possible, and it should arrive in two or three days. Please pay attention to the courier information, thank you for your cooperation. " This kind of service will definitely satisfy customers.
6. evaluation.
For example, after the buyer confirms the receipt, he can communicate with the buyer and express his desire to get praise.
For example: "Hello, the goods you bought in our store have been confirmed. I want to know what you think of these products. You can give us your opinion so that we can provide you with better service. "
Second, what is the use of Taobao customer service diversion?
1, to promote the transformation of the store.
2. It can bring more repeat customers to the store.
3. It can bring weight to the store.
4. Improve work efficiency.