How to be a qualified Taobao customer service?

　　Customer service is a bridge of communication between customers and stores. In other words, in online stores, Taobao customer service can be said to be sales, talking about placing orders through chatting with customers. Good words are particularly important in this process.

　　Now let’s talk to you about the qualities that must be a qualified customer service.

　　About reply speed: This is very important. If your recovery speed is too slow, visitors may choose another store with the same treasure. Few customers will stare at Wangwang and wait for your reply. To respond to customer questions as soon as possible. If it is difficult, pay attention to setting up automatic replies and automatically reply to customers' frequently asked questions in reasonable terms. Don’t let customers wait for an extra second, after all, every day, everyone’s time is very precious.

　　About Attitude: Attitude reflects your importance to customers. You have a sincere attitude, a correct attitude, and enthusiastic service, so that customers feel that they have received enough attention and respect. Attacking the heart is the best, and attacking the city is the best. Pay attention to listening and serving his preferences. This is not only what customer service requires, but also interpersonal communication.

　　Have enough understanding of the products: customers nowadays have all kinds of questions and ask them very carefully. Therefore, customer service must do the basic knowledge well. Whether it is production or distribution, you must have seen the physical objects and have a deep understanding of what kind of people the product is suitable for and what functions it has, and can describe the scene where buyers use this baby. When customers ask you questions about the baby, they cannot answer it hesitate and hesitate. The image of the store in the customer's mind will be greatly reduced.

　　About bargaining: bargaining is the best way to reflect customer service skills. Babies with the same picture may be sold at different prices in other stores, and there will be price differences. At this time, the customer may be priced at you. This is a test of the customer service's understanding of the product and its advantages. Explain the customer to get what you pay for and reflect the reason why your price cannot be reduced. These words need to be prepared in advance in case of emergency needs.

　　About shipping: The delivery speed best reflects the integrity of a store. Tell the customer that you will send it on the same day. If you cannot send it on time, please explain it to the customer in time. Here, as a Taobao customer who often visits Taobao, the most annoying thing is: fake shipments. It was clearly shown that the shipment was delivered but the logistics information was not found. It was only a few days later that I just sent it. Usually, I would choose to return the goods at this time. What I hate more than waiting is deception. So, don't consume customer trust.

　　About bad reviews: Handling bad reviews reflects your after-sales processing capabilities. For customers who give bad reviews, they should contact the customer directly to explain, with a sincere tone, explain the reason, admit our mistakes, and be willing to bear all the costs. Remember to have a good attitude. If the customer is still unwilling to correct the bad reviews, don’t be discouraged. You should use the bad reviews to reflect the store’s service attitude, and reply and explain under the medium and bad reviews. The attitude of handling bad reviews is your attitude towards customers, and also reflects the quality of customer service and the image of the store.

　　Customer service is the first window of the store’s image. We must pay attention to it. Good customer service can improve the buyer’s experience and Taobao conversion through communication skills, answer customer questions more thoroughly, and provide feedback on buyer’s after-sales questions more quickly, thereby better serving customers.

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