Customer service is a crucial part for the store.
Inquiry conversion, after-sales service, and handling of complaint information... Customer service is not only closely related to the conversion rate of the store, but also takes on the role of a bridge between the store and the customer.
No one who works in Taobao dares to ignore the importance of customer service.
Customer service team building and training are the foundation
The construction and training of customer service teams are the easiest places for sellers to ignore.
Customer service is the spokesperson of the image for the store. It is also an important support for the creator of performance and conversion rate after traffic introduction. In addition to the normal promotion, sellers should focus more on how to convert, especially to follow up on the conversion rate of customer service in real time.
The UV value of a store is very important and must have a conversion rate higher than that of the industry. All of this is to establish a good customer service team and carry out customer service recruitment and training work in advance.
Many store owners think that if you invite customer service, the customer service does not need to look at the product, you only need to look at the chat history of the old customer service to do a good job of customer service. Then there is no product training for customer service, so that customer service is forced to take up the job immediately, but when there is a professional problem, it will cause customer churn.
This is also a major reason for the low conversion rate.
Two major problems with the most troublesome: inquiry conversion and complaint handling
Inquiry conversion and complaint handling may be the two biggest problems that sellers have the most troubles.
Most stores are very weak in the conversion of inquiry orders. What is even more anxious is that they know that the conversion of inquiry orders is very weak but they don’t know how to deal with it. In fact, improving the inquiry conversion rate of customer service is a big topic in itself. In addition to building a good operating foundation, customer service must also be aware of the product. More importantly, customer service must learn to actively explore the potential needs of customers.
What should I do if I am complained about?
At this time, many customer service may be at a loss. Will the complaint cause major losses to the store? What if it can't be solved? What should be done in the first step?
Many customer service providers are afraid of customer complaints. Complaints not only bring psychological pressure to customer service, but also easily cause losses to the store. Don’t worry if you are complained. First of all, we must provide our services, carefully check the customer’s order information, chat records, find out the problem points, find customer dissatisfaction, and improve services based on the suggestions put forward by customers.
In response to the reasonable after-sales requirements of customers, we have proposed practical and feasible remedies, and I believe most customers are still willing to accept it.
In the process of handling complaints, remember not to stand opposite to customers, and pay attention to the way of expressing them to avoid escalation of complaints.
Generally, the reason why it is difficult to revoke customer complaints is caused by problems in customer service communication methods. Assuming that you encounter blackmail, you can submit evidence of the extorted orders according to Taobao and Tmall rules to complete the complaint.
The biggest misunderstanding: passive service
Customer service is not a passive role, and various problems should not be waiting for them to arise. At this stage, the most common mistake that the store’s customer service staff makes is: passive.
Most customer service is passive. Customers answer whatever they ask, and customer service only answers what products they ask about, and then they think that the customer service work has been completed. I don’t know how to explore customer needs and do any matching sales.
So how to explore customer needs?
For example, for a baseball cap with a unit price of 20, many customer service think that the customer only buys one, so they only answer the hat that the customer inquires and the questions that the customer inquires. But this time the customer took the whole family out for a trip, and everyone would buy a hat. Although there is only one customer, there is a demand for seven or eight hats.
Customer service needs to constantly consult customers to know the existence of this demand.
Many customer service personnel are waiting for customers to receive them, but in fact, our Taobao customer service is not only as simple as receiving customers, but also requires active sales and active conversions.
To do a good job in customer service, you must be proactive.
Customer service must do things independently and consciously in order to achieve the results we want. For example, actively improve typing speed, actively learn sales speech and service processes by yourself, actively learn products, actively summarize and feedback, etc.
Secondly, customer service should be very patient and pursue, and pursue performance and work quality. Finally, there is team collaboration ability, the customer service team has a large number of people, and team awareness is very important. Customer service is not a single individual, but a team.
What is the primary task for customer service?
Simply put, the most important thing for any store is performance, and the most important thing about inquiry conversion rate, customer unit price, and number of customer items related to performance are the most important. A team cannot exist without performance support. So the first thing to solve is the conversion rate and performance issues. Secondly, it is to provide after-sales service.
From the construction of customer service team to training, conversion, after-sales service and other dimensions, we will systematically and comprehensively solve store customer service problems for you, improve sales performance, and build your efficient customer service team.
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