First, what should newcomers pay attention to when doing Taobao customer service?
1, Taobao customer service needs to be familiar with all the information of the product.
The information of all kinds of products in the store is the basis of customer service in the store.
Because generally speaking, customers looking for Taobao customer service consultation questions are all about all kinds of information and questions about products.
Only by fully mastering these contents can we deal with such problems in time and establish a professional image of customer service.
2, need to have a service attitude.
As a customer service, you need to have a strong heart and enthusiasm for work.
When customers ask questions, they need enthusiastic answers.
When the customer's words are fierce for some reason, as a customer service, we should also maintain good manners, still need polite wording, ask the other party the reason, and then seek a solution.
3. Need to know the shopping process and related details.
For example, the actual inventory information in the sales process of Taobao products needs to be understood, and then there is logistics information, such as what logistics to use and so on.
Automatic setting is also required in the delivery notice. As well as the information modification after ordering and the reminder after ordering.
4. Need to keep evaluating.
To do a good job in customer evaluation, deal with bad reviews in time and do a good job in maintenance in time can give customers a good store image and maintain their feelings with customers.
Second, can Taobao see the timely response rate of customer service?
Taobao can see the timely response rate of customer service.
The product conversion rate is directly affected by customer service, so the work of customer service is very important, and the customer service response rate is also a very important data.
System replies and assistants will not be counted as valid replies, and assistants will be used as accounts to count the number of consultations. As for effective reply, it includes store Xiaomi reply and manual reply.