What communication skills do Taobao customer service need to master?

　　Taobao customer service is an indispensable role for a store. They are not only representative of the store’s image, but also the only channel for buyers to communicate. It can be seen how great the impact on the store’s conversion is, which determines the development of the store to a certain extent. So, how should a good Taobao customer service communicate with buyers? The editor of Laogao E-commerce will tell you this.

　　1. Pay attention to prompt responses

　　If the customer has not received a response from the customer service for a long time after the buyer consults the customer service, then the customer will definitely leave. Therefore, the first thing Taobao customer service needs to do when communicating with the buyer is the reply time.

　　Timely reply can help buyers solve problems in a timely manner, and secondly, give buyers a good shopping experience, which will naturally give the store a good review. This tests the professionalism of customer service and the familiarity of the product, otherwise it will be difficult to do it.

　　If the buyer cannot respond as soon as possible when the inquiry volume is relatively large, then automatic reply is definitely indispensable. You must say hello to the other party first and inform the specific situation to express your apology; if the buyer consults during non-working hours, then you should reply to the buyer as soon as possible when you go to work the next day to make up for it.

　　2. You must reply to the last sentence yourself

　　Some Taobao customer service will no longer respond after answering the questions of Taobao buyers. This is wrong, so the second point that customer service needs to do is to have the last sentence of the conversation. Because if the buyer ends the conversation, some buyers may think that you have poor service and do not respect him enough, which will leave a bad impression. Even if you talk very well before and have decided to place an order, you may immediately change his mind and lose an order. So even if you reply, he will reply again, you should continue to reply.

　　3. Be polite, humble and patient in your language

　　When doing Taobao customer service, you will definitely encounter all kinds of buyers. Even if the other party is unreasonable, has a bad attitude, and is difficult to communicate, no matter what the problem is, you need to serve them with a polite, respectful, humble and patient attitude, and you cannot let them feel your unhappy tone. After all, your service attitude directly determines their willingness to purchase. Otherwise, no matter how cheap the store’s products are or how cost-effective it is, once the customer service says something wrong or makes a mistake, it will lead to the loss of customer sources.

　　Therefore, all sellers must do a good job in Taobao customer service and formulate corresponding management systems and training, so as to ensure the sales and development of the store. You must believe that if the store does not have good Taobao customer service, it will not be successful. The above is all the content I have said.