Essential tips for Taobao customer service training—the first step in product transactions

　　The most important thing in Taobao customer service skills should be pre-sales customer service skills, after-sales skills, speech skills, chat skills, communication skills and sales skills. Xuanming Network teacher has compiled a complete set of Taobao customer service skills training methods for Taobao store managers to formulate Taobao customer service training plans.

1. Customer service training process

　　(1) New customer service classification - classify the situation of new customer service

　　A type of person who has never been exposed to Taobao to serve as customer service will take about 3 weeks.

　　There are some people who have done customer service before in Class II, and the training time of this type of customer service is estimated to be about 1 week.

　　Three categories of after-sales customer service.

　　Different training is provided for different types of customer service.

　　(2) Specific training process

　　For the first-day customer service, on the first day, customer service needs to understand the basic Taobao transaction process, place orders, payments, shipments, receipts, and confirm receipts to give evaluations. As well as the application of Taobao’s basic chat tools, the operation of Taobao’s backend, and various software for store applications. For example, other tools such as online store managers.

　　On days 2-7, understand the basic data of the product. Based on the content of the store, each store can set a time according to the number of products in its own store, and finally understand the product ends. You can conduct a basic test of product knowledge on customer service.

　　On days 8-14, customer service needs to strengthen understanding of the product and check chat speech. At the same time, you can start receiving some customers. (Note: These customers have been transferred from other customer service providers. At present, the new customer service will not set up diversion.) At this stage, the customer service will encounter many questions and cannot be answered. This requires customer service to take notes and ask questions. At this stage, you can arrange old customer service and bring new customer service. This facilitates new customer service to consult questions. The time during this stage can be determined by the increase or decrease of the inviting guests.

　　Days 15-21, this stage is mainly the stage where customer service responds to customer problems. At this stage, the new customer service starts to receive customers directly. In this stage, people need to be trained to check the chat records of new customer service regularly, and provide guidance on language errors that occur during the reception process of new customer service. Improve new customer service skills to deal with customers.

　　On the 22nd day, the trainees can serve as mysterious customers to conduct a comprehensive assessment of customer service's ability to adapt to product knowledge, etc. It is basically possible to judge whether a person is suitable for this position.

　　The above process is for reference only. Perhaps each store has its own different methods, but no matter what method is, it is to better let customer service handle problems.

　　Class II customer service: refer to Class I customer service for basic processes. The corresponding time can be reduced.

　　Three types of customer service: After-sales customer service

　　Chapter 1-4: You need to fully understand the Taobao process and Taobao rules. and basic software applications, store software applications, etc.

　　Days 5-8, learn about product knowledge.

　　Days 8-15 mainly check the chat history of after-sales customer service. Some stores have their own skills to prepare after-sales customer service and can directly let the new after-sales customer service check it out. In this stage, after-sales service needs to understand what the general after-sales process is, and the handling of exchanges, returns, etc. (This stage can be appropriately increased or decreased based on the ability to comprehend)

　　Starting from the 15th day, you can start receiving after-sales issues after understanding the basics. In the early stage, the new after-sales customer service cannot handle many after-sales problems, so in the first 1-3 days, the number of new after-sales customer service receptions is less than 10. It is convenient for new after-sales customer service to gradually become proficient in the process and clarify the handling methods.

　　The above are some of the process of sorting out, which may not be very complete, and everyone is welcome to improve it.

2. Terminology specifications about customer service

　　1. The name "you" to customers makes customers feel more sincere than "dear"

　　2. Try to avoid the word "oh, um, ah" when communicating with customers. Customer service can turn "oh" into a smiling expression, turn "um" into two words "good", and the tone auxiliary word "ah" into "ha" will also make the communication more harmonious. If you change the "hehe" to "hehe, haha" to customers, it will make them feel that the customer service of this store is easy to communicate.

　　3. Customer service should not take the initiative to offer gifts from buyers, and the specific reasons will not be explained.

3. Tips for improving the average reply time of customer service

　　(1) You must make good use of quick replies. In the new version of Wangwang, there is a set code at the bottom that can be set, which is convenient for calling quick replies. Operation method. Enter /**** to represent the code, and a quick reply can be displayed. This can greatly increase the corresponding time for replying.

　　(2) Customer service can set all commonly used sentences into shortcut phrases. This saves you all the time to repeat typing, and introduces time

　　(3) During the chat process, if the customer service needs to make a long sentence, you can divide it into 2-3 sentences and send it to the customer, so that you can feel like interacting with the customer, or before this, send an expression to the customer.

　　(4) Use expressions to respond to questions. Some questions are too slow to type and cannot solve the problem. You can try to answer them with various expressions. Sometimes this will receive many unexpected results.

4. Some tips on customer service chat

　　(1) Use expressions to solve bargaining customers

　　For example, some customers have been bargaining with you, but when you really can't reduce the price, you can try to express some grievances and crying expressions, saying that you are just a soldier or something, while winning customers, at this time, customers will generally be soft-hearted, and customer service can talk to customers more. This way the order is relatively easy to talk about pulling down.

　　(2) Face customers with a good mood

　　Customers are also human beings and don’t like cold machines. If the customer service answers are mechanical and emotional, unless it is a real customer, it must be bought from your home. Otherwise, many customers will leave and go to other homes because of the reply from this machine. Therefore, it is recommended that customer service add more feelings when chatting with customers, of course it is a good mood. In this way, customers are easily infected by your happiness, so that they can more easily accept your recommendations or purchase products from your store.

　　(3) Use humorous language

　　I won't say much about this, many people know it. There are many cases, so please find it yourself

　　(4) Ask more customers

　　When a customer comes in, some of them are not very clear about what they want, so such customers need our customer service to ask more questions. Ask customers more questions about products or questions that are interested in. This will enhance interaction with customers and increase customer trust.

　　(5) Be sure to adjust your mindset

　　To be honest, you need to endure the customer service profession. You may get angry unconsciously at the customer who has been scolding others, but you can find other places to vent this, but you must not send it to customers. This is a professional ethics. What you need to be a customer is tolerate, and to have a kind of generosity and understanding. Treating every troubled customer as just a training. If you can make this troubled customer become your friend and make a decision to buy things in the future, then you can do it. If you succeed, you will feel a sense of accomplishment.

　　Only after mastering the above skills can we better solve the problem of buyers through communication with buyers. Only in this way can the buyers trust us and bring transactions to our store!