Taobao operation: How customer service handles after-sales issues correctly

　　Online shopping is becoming increasingly crazy, and online store customer service has become very important. I believe that every Taobao store owner can deeply understand the importance of online store customer service. Customer service mainly plays a role in shaping the store’s image, improving transaction rate, improving return rate and better service for the store. Shopping on Taobao, you will inevitably encounter some after-sales problems, so you will definitely find customer service as soon as possible. If Taobao customer service fails to handle the buyer's after-sales questions, this may cause the store to attract bad reviews or complaints. I believe no one wants to see this situation. In fact, Taobao customer service can handle the buyer's after-sales issues correctly in only four stages.

　　Stage 1: Guide the buyer to express his questions

　　Usually, many buyers cannot clearly express the problems they encounter, so customer service must know how to guide the buyer to describe his problems. For example, if a buyer encounters product quality problems but cannot tell the specific problems, you can ask whether it is the material or the damage, etc., so that we can accurately solve the buyer's problems.

　　Phase 2: Propose a solution and retain buyers

　　Through the guidance of the first phase, we can solve the buyer's problems in a targeted manner. First, you must communicate with the buyer, explain the reasons for this problem to them, and give a first solution, and then see if the buyer agrees to this plan. If you disagree, you will enter the next stage.

　　It should be noted that you must not let the buyer return and exchange the goods as soon as possible, or the buyer automatically proposes a return and exchange, nor should you agree as soon as possible. You must try to keep them as much as possible, otherwise it will affect the store conversion.

　　Stage 3: Let both parties compromise through communication

　　When the buyer denies the solution given by the customer service, he will propose the solution he wants. If the buyer's plan does not meet the interests of our store, he will have to "bargain" with the other party. In this process, do not "bargain" at once, but should achieve the effect of concessions between both parties through explanations.

　　For example, if the buyer is very tough, you can make the buyer concessions by giving away coupons, red envelopes, etc.; if the buyer still does not compromise, then let them apply for a return and exchange. In short, customer service must not be tough!

　　Stage 4: Guide buyers to give positive reviews

　　After the buyer agrees to the plan proposed by Taobao customer service, if the order is successfully traded, based on the previous buyer's attitude, decide whether to communicate with the other party and give a 5-star praise. If the buyer had a bad attitude before, then forget it, so as not to get a bad review for himself. Just wait for the order to receive the good reviews automatically.

　　Finally, a good shopping experience

　　If online store customer service is only positioned at online communication with customers, then this is just the first step to serving customers. A customer service with professional knowledge and good communication skills can provide customers with more shopping suggestions, answer customers' questions more comprehensively, and provide feedback on buyers' after-sales questions more quickly, thereby better serving customers.

　　The pressure of e-commerce competition is getting greater and greater. It is no longer enough to put products online and wait for customers to place orders. As the online shopping environment deteriorates, some frauds are emerging one after another. Many customers will hesitate to buy things in some stores with not very high credit levels. As customer service, they must provide feedback on the buyer's after-sales issues to make customers feel at ease.