E-commerce customer service, as far as I know, mostly belongs to answering those business calls posted on the Internet. Hehe, don't look at such a simple telephone answering job, there are too many things to know. I have done customer service before, and I feel that I should try my best to understand the following knowledge at the beginning:
1, some basic essentials of answering the phone: be generous and decent, don't ask too much;
2. Know your product knowledge as soon as possible, and the more professional the better;
3. Understand the business process of the whole company, what is looking for a project and what is looking for a workshop. These must be familiar with in a short time, otherwise the efficiency will slow down;
Since your company has set up that department, it shows that the boss has realized the importance of that department, and your every move will be concerned by the boss, so when you do something, ask the boss or others for advice when you encounter problems. One is that you are modest, and the other is that you can feel their recognition of your work.
The more detailed you know about the customers you serve, the better. For example, when did he place the order, how many orders, the amount and model, etc., you must know (from the relevant salesman). It is best for each customer to create a separate folder for him. Then make his folder information more and more substantial;
6. It is your essential job to focus on solving customer problems, and it is also your essential job to actively understand customer problems;
7. If you can get in touch with the customer's user department and communicate well in daily life, your work can get twice the result with half the effort. Often a lot of information can be known before the salesman, so that they sometimes get close to you. At the same time, the workshop will also want you to know the situation, such as how many raw materials to prepare this month and so on.
8. Last but not least, treat customers as friends, not customers. Sometimes you will encounter very difficult problems. You can communicate your difficulties with customers at any time, because your company is not one of the top 500 companies in the world, and there must be unsatisfactory services. So communication is the most important thing, so it is most appropriate to put the relationship of communication on the level of friends.
1. Does e-commerce need customer service?
A: Yes. At present, it is still in the embryonic stage of e-commerce development, and some work still needs manual intervention. But which jobs need human intervention? As far as Taobao is concerned, I personally think that the main job of Taobao customer service should be after-sales.
2. Do you need a lot of customer service?
A: Not much. If you have more, you lose the advantage of e-commerce. It says need or not. The following is the question of how much. I always see people say that customer service is not enough. Does e-commerce need a lot of customer service? I lose the advantage of e-commerce when there are more individuals.
3. How can I use less customer service?
A: Each product may have a detailed product description when it is launched, but do you need to update it in subsequent sales? Need it. Very much needed. Because after the new product is launched, people will buy it, and at the same time, customers will keep consulting this product in various ways. At this time, I was thinking, why I have described the product in such detail, and some people have consulted. At this time, we can collect customers' questions about this product and then compare our descriptions of this product. Have we introduced customer questions into our products? If the introduction, why do customers still come to consult? Is our description not close enough or not prominent enough? If there is no introduction, then add it immediately. Then make a FAQ under the product description through the customer's questions, so that if a product has 10 customer inquiries, we can summarize it. We need to do more work on the description of this product, and the artists and copywriters work together. This can greatly reduce the number of times customers consult customers. Although it is impossible without customer service, it can also greatly improve efficiency.
To sum up: 1. Summarize customer service from the introduced products.
2. Let the customer service do the after-sales work of the products.
3. Let pictures, texts and videos introduce customers.
4. The detailed description of products should be constantly updated and targeted. Don't do it right away.
5. Make a FAQ under the product description! This customer's question may be consulted by the next customer.
Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.