Question 2: What does Taobao customer service need to do? The specific duties and contents of Taobao customer service every day are as follows:
(1) Generally, the shift is handed over on time at 9: 00, and it is online on time.
(2) Make customer inquiries and guide customers to buy our products.
Familiar with product information. Proactively explain the size, color, style, quality and precautions of the product to customers, and whether there is a price.
Communicate with strangers actively, be bold and enthusiastic, and don't be afraid of being rejected by others.
Promote our stores and products, let more customers know about us and expand their influence.
Including the major portals, Taobao's TaoJianghu and other reply posts.
On the basis of understanding the process and characteristics of Taobao, this paper puts forward a suitable marketing plan according to the actual situation, provides page views and transaction rate, and improves the popularity of online stores and brands.
(4) familiar with online trading process, quick operation. For example, arranging goods to be put on shelves, editing commodity descriptions and descriptions, processing orders, modifying prices, arranging delivery, printing delivery notes and express delivery notes, and so on.
After the buyer pays, be sure to confirm the address and contact information with the buyer. And you can ask the buyer if the express delivery can arrive.
After confirmation, after we have prepared the goods, we will clearly inform the buyer when the goods will be delivered. And please rest assured that the buyer will provide them with the single number and delivery company.
⑥
Cooperate with after-sales department and delivery department.
Explain clearly the precautions and remarks of the order.
After receiving the after-sales inquiry, immediately transfer the customer to the after-sales department for handling.
⑦ Sometimes customers take pictures of goods, but they are not necessarily in a hurry. At this time, online customer service can follow up in time and urge buyers to pay in time by asking about remittance methods.
In addition, customer service is also divided into pre-sale, in-sale and after-sale. Pre-sale is generally to answer customers' questions and guide customers to buy. After-sale is generally to solve various problems after customers receive products. For example, if he gives a bad review, then it is necessary to communicate and solve it.
Question 3: What does Taobao customer service mainly do? Is it difficult? At present, there are more and more people doing Taobao, and successful people are not uncommon. Who knows that there is a successful team behind them, and who will consider the role of Taobao customer service in this team? Very few. The boss recruits customer service, and many just want them to take orders, sort out information and place orders. Maybe this is the result of social division of labor. In fact, a good Taobao customer service plays an important role in this team, because they are the lowest-level personnel who directly contact customers. Good Taobao customer service can often retain many customers, facilitate many transactions, bring profits to the company, and is the most direct creator of the company's wealth.
Being a successful customer service is not an easy task. Below I will start from my personal customer service experience, combined with some information obtained by search, and sum up my personal experience.
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 management (baby editing merchants, removing shelves, mito, store decoration, logistics, etc.). It's best to open a Taobao shop and try online trading (buying and selling, shipping, etc.). ). The store was born under such circumstances;
3. Be familiar with our baby, so as to communicate well with customers and answer their questions. For example, the store specializes in leisure sports brand shoes and clothing, so what the customer service should know is: the classification of goods in the store, familiarity with various styles of shoes and clothing, etc. For example, if a customer sends you a picture, you should reply quickly. In which column is Baby, open Baby, check relevant information and wait for customers to ask questions;
Be diligent and careful, and get into the habit of taking notes.
Second, the work content
1. Clean the desktop before going to work every day and keep a comfortable and clean working environment, which is conducive to maintaining a good working condition. Some companies need to punch in, don't forget. . . Hey hey!
2. Turn on the computer, log in Wangwang and other chat tools needed for work, as well as the email address. To open the Taobao background, you need to check the contents: whether there are letters in the station in the upper left corner of the background page; Whether there are letters in the bound mailbox; Check the trading records in Alipay area to see if there are any records of buyers not paying or not delivering goods. If there are unresolved records, they should be resolved in time; Check yesterday's transaction record evaluation, and deal with special cases urgently. For example, if you get a bad review, you must investigate and solve the problem in time.
3. 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.
4. Report yesterday's sales performance to the superior 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.
6. Work summary should be done in time.
Third, communication skills.
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.
(1) When communicating with customers, be polite, euphemistic, and don't be too tough, so as not to lose customers. Use more polite words and expressions such as "pro", "hello" and "excuse me".
(2) Assuming that the prospective customer has agreed to buy, when the prospective customer repeatedly appears in buying signal, but hesitates, the technique of "choosing one from the other" can be adopted. For example, you can aim at the customer and say, "Are you shooting now or tomorrow?" This "alternative" questioning skill, as long as the prospective customer chooses one, is actually that you help him make up his mind and make up his mind to buy it.
(3) Help prospective customers choose treasures. Many potential customers are interested in buying, but don't like to place orders quickly. He is always choosy about the color, specification, style and delivery date of his products. At this time, it is necessary to change the strategy, not to talk about orders for the time being, but to enthusiastically help the other party choose colors, specifications, styles, delivery dates, etc ... >>
Question 4: What does Taobao customer service need to do? I'm a novice! Want to be Taobao customer service! What do I need to know to sell clothes on Taobao? The first customer service is very simple, you don't need to know anything, the buyer will answer whatever he asks, and the general questions will be included in the baby details, such as the material and size of clothes. What you need to know is what kind of height and weight people wear and what kind of clothes and sizes. . . Pre-sales customer service is as simple as that. Anyone who can chat can do it.
Question 5: What does Taobao customer service do every day? Describe in detail what is not done before a customer service handover, or what needs attention.
If you go to work in the morning, check whether there are any paid orders that have not been delivered in the evening and whether there are any refund orders. Check whether the goods are illegal. Is there anything important in the letter from the checkpoint? Check whether there are bad reviews, find out the reasons for bad reviews, and contact specific customers to solve them.
Understand products, prices and promotions, including competitors' products, prices and promotions, and the products and promotions they sell.
Answer customers' inquiries about products, guide customers to buy and facilitate transactions. Solve the after-sales problem of products.
Order processing. Place orders, deliver goods, take notes, etc.
Important information records, special requirements of customers, etc.
Product input ERP system, etc.
The improvement of self-skills. Typing speed, sales skills, product training and so on.
It is ok to carry out those promotion, brushing and training according to the instructions of the supervisor or manager.
Practice is greater than theory, so I suggest you sum it up in practice. Work in a Taobao customer service for a few months. I understand everything.
Question 6: What exactly does Taobao customer service do? 1, reply to Want Want's buyer's message and record it. Or deal with the problem record of night shift customer service.
2. Reply to the messages in the store and the letters in the station.
3. Check whether there are complaints, reports or bad reviews.
4. Count the expired goods in the warehouse and put them on the shelves.
5. Supplementary window recommendation.
6. Check whether the goods on the front page of the store are arranged neatly.
After the preparatory work is completed, start the normal customer service work.
Answer the buyer's questions. Pay attention to changes or important information of buyers. Communicate with after-sales service, warehouse and logistics departments.
Record the buyer information during this period. Or return as a buyer.
Question 7: What does Taobao customer service usually do to see whether it is pre-sales or after-sales customer service?
Pre-sale means that if a guest contacts, he will reply and then place an order or something.
You should also be familiar with your own products. If you sell it after sale, you need to remove the return.
Question 8: What does Taobao customer service mainly do? Is it difficult? The nature of Taobao customer service is the same as that of physical store customer service. This is not difficult, that is, answering customers' questions, prompting customers to place orders and solving after-sales problems. Jiangxi customer service salary is about 5000 yuan, depending on the store. The salary of the store is naturally high.
Question 9: What does Taobao's pre-sales customer service do? Chat with customers who enter the store, answer customers' questions, give professional answers and facilitate the transaction.