Must-read for sellers: Taobao customer service management skills

　　I believe that for many sellers, it is difficult to do a good job in Taobao customer service management. Either the team is scattered or the turnover rate is too high, and there is no good way to manage it. So today I will share several tips for Taobao customer service management, including: customer service incentives, customer service assessments, customer service training, and team management. I believe it will definitely help you!

　　1. About customer service incentives

　　1. Material incentives (money, travel):

　　I have three material incentives here: monthly bonus of 500, the highest weight score for each reward assessment, an additional paid rest for 1-5 days, travel arrangements, etc. I will talk about how to assess later.

　　2. Opportunity incentives (responsibility, promotion):

　　Promotion mechanism, the comprehensive rankings continue to rank in the top three have the opportunity to be promoted to an operation assistant or art assistant, and actively help employees establish career plans.

　　Let them not only position themselves as small customer service, but also have a larger direction and goal.

　　3. Emotional motivation (sense of belonging):

　　I mainly ask the customer service supervisor to do this. As the management team, you should know one thing: the employees under you are not your subordinates, but your wings. How high you fly depends on them.

　　Customer service supervisors should communicate more with new employees and organize more communication between customer service. As for having dinner together, don’t exclude new employees. Department supervisors should be like psychologists and find things that every employee is unhappy. Only when the employee serves them well can the employee serve them well.

　　Let me give you an example

　　In winter, the package desk has floor heating, customer service has separate office air conditioning for heating. All tickets for going home during the New Year are included, and you can’t buy tickets when you go home. The company rents a car and buys air tickets in remote areas.

　　I sent a BMW to operate about three years ago. Now I only know a little, but I haven't asked much. Nowadays, the latest Apple phones are given every year during the Chinese New Year (the specific person is not clear who they give). The boss is willing to spend money on employees, and they use the packages to run.

　　At that time, there was no single machine tearing, and those people were just like human flesh tearing, with a turnover rate of almost 0. I heard that only one of them was fired, and the other was pregnant, married and divorced. I am in Yiwu. If you are interested, you can visit it.

　　Giving these examples does not mean that we encourage everyone to give BMWs to the operators, but that as leaders, within their ability, we know how to treat employees well and share benefits. Only by giving up can we gain. Talents are always much more important than the immediate benefits. All the resignations are nothing more than not being paid in place and being unhappy in the work.

　　4. Spiritual motivation (sense of mission and honor):

　　Talk about corporate culture, talent perspective, brand perspective, service perspective, etc., and brainwash.

　　Organize large-scale collective activities at least once a month to increase team cohesion and lead employees with different plans. Three points are summarized: pulling, pressing, and threatening.

　　La: Those with a weak personality and do not like to communicate with the team, talk about their dreams and develop in the long term.

　　Pressure: He has a relatively active personality, likes to express himself, and is indifferent to him.

　　Threat: Analyze the current market situation for employees, let them know that they will learn more and get more from you, tell them that they are deficient, and put pressure on employees, but the tasks are assigned reasonably.

　　5. Growth motivation (mind improvement, learning conditions):

　　For example, employees with excellent performance can regularly arrange for learning art knowledge and operation knowledge training to cultivate potential talents.

　　2. Customer service assessment

　　1. Separate pre-sales and after-sales assessment

　　Pre-sales:

　　After-sales service:

　　The monthly assessment bonus is 500 yuan: the order conversion rate, average response time, and Wangwang reply rate are mainly based on Chitu performance data.

　　Service attitude random check chat records. Examination test content (examination content covers hot-selling product attributes, product selling points, product selling prices, monthly activities, Tmall Taobao rules, etc.)

　　The monthly bonus is 500, and the rewards with the highest weight points are rewarded.

　　Pre-sales customer service salary: basic salary + commission (personal performance) + assessment bonus + monthly bonus + year-end profit sharing + other subsidies.

　　Pre-sales and after-sales are divided into junior high school seniors, and different levels have different salary and benefits.

　　The above daily assessment depends on the specific product to determine the specific number.

　　Customer service attitude assessment is very important. We should emphasize it to them many times, and we should also emphasize to them that the proportion of customer satisfaction will become increasingly important.

　　Let me show you the effect, there is a plug-in customer voice in Qianniuli.

　　2. Exam content

　　I will talk about the exam content, and give separate questions before and after-sales.

　　Probably these sections cover product knowledge, product selling points, reception skills, store activities, Tmall rules, situational drills, etc., and basic reference principles for the formulation of incentive systems.

　　3. Clear and clear team goals

　　Big goal: formulated store indicators (such as improving dynamic ratings, inquiry conversion rate data, etc.)

　　Small goal: Improve everyone's shortcomings

　　Strong and powerful determination to implement: do what you say and do what you do, and the reward you promised must be realized! This is very important.

　　Differentiated incentives for different levels of contribution: All rewards should be encouraged in person when everyone is present in the department meeting. People have different personalities, and different motivational methods should be adopted for different people.

　　Customer service case: Around 2013, a jewelry store I operated was a popular product strategy that was cheap and cost-effective, with a large sales and a lot of consultations. One customer service was always very motivated. In addition to outsourcing, there was only two customer service at that time. Sometimes she didn't want to eat to reply to messages, but later because the boss was stingy and he left without the money. As soon as she left, the boss recruited three customer service to make up for the efficiency of replying.

　　Flogging and integration of backward organization personnel: Survival of the fittest, it is better to pay good employees twice the salary than to find two employees with mediocre abilities to spend a lot of time cultivating them.

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