For Taobao operation, Taobao customer service is still very important. Taobao customer service does the same job every day, but there will be excellent customer service and poor customer service. This depends on your individual learning ability and acceptance ability. Today we will take a look at what excellent Taobao customer service needs to learn and what conditions do we need to meet?
Here are some passionate ways to ignite and maintain participation in Taobao customer service training:
◆Know why you learn
◆There must be a way to learn
◆ Turn learning into a habit
Know why you learned
I wonder if you have this feeling. When we go to a strange place, it is always much faster when we come back than when we go. The journey back and forth is the same, and the time is similar. The only difference is that we know where the destination is?
Too unknown can easily cause panic and give up, but once we know what step we want to do, it will be much easier.
Anyone who cannot study for a long time must not know why he studied?
There must be a way to learn
Staying still, not as before, but has regressed. Only by improving efficiency and constantly thinking of ways can we move faster and better.
Take reading as an example. Some people read books and finish reading them. They feel that they benefit a lot when reading them, but they forget them as soon as they close the book. The fundamental reason is that they are useless and the right method. Mastering the correct reading method is more important than constantly reading. The same is true for learning, and we need to pay attention to the method step by step.
1. Build your knowledge graph
The knowledge to be learned is broken down into each sub-knowledge system, and divided into three categories according to the degree of importance: core ability, auxiliary ability, and peripheral ability. It is best not to exceed three sub-knowledges for each type of knowledge. After building the knowledge system, you can allocate time according to the importance level, start learning, and update the map dynamically according to the learning progress.
The advantage of establishing a knowledge graph is that you can more systematically master the required abilities in this knowledge field and better diagnose the abilities you lack.
For example, the knowledge that the customer service director needs to master is classified according to the importance level as shown in the figure below, allocate time according to the importance level, start learning, and extend the sub-knowledge in each type.
2. Problem learning method
Find a problem you want to solve in your work and life, define this problem clearly and directly, find relevant learning materials around this problem, then digest the learning materials into your own knowledge, and finally apply the knowledge to the process of solving this problem.
The advantage of the problem learning method is that turning indoctrinated learning into practical learning can better apply knowledge in work and life, and better exercise the ability to think and solve problems.
It is worth noting that the questions raised must be specific and can be clearly defined. For example, when doing Taobao pre-sales customer service consultation and recommending products to customers, some customers are more likely to accept, while some customers are disgusted, so they ask: How to make customers more likely to accept products you recommend, as shown in the figure below:
3. Cross-border knowledge
Each field is composed of knowledge points. Unknown knowledge points always give us a boring and difficult impression. We use common phenomena in life to understand new knowledge, and then use the new knowledge we have mastered to understand the next difficult knowledge.
Establish connections step by step, and ultimately achieve the purpose of learning, and the process is full of accomplishment and fun. Turning learning into habits to keep learning constantly is a long-term process, which allows us to maintain a humble heart to admit that we still have a lot to learn and improve, and to devote ourselves to things that we think have profound meaning.
The above introduces how we need to learn Taobao customer service and how to do a good job in Taobao customer service. In e-commerce operations, the position of customer service is also very important. It is the most direct mirror of the store. If the customer service is done well, the store operation will be much easier and easier.
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