What are the best skills to master for excellent Taobao customer service?

　　There are thousands of Taobao customer service, but there are probably not many relatively excellent Taobao customer service. You should know that excellent Taobao customer service can bring great benefits to the store. If you want to become an excellent Taobao customer service, you must know how to do the following 5 tasks well. Next, the editor of Laogao E-commerce will give you a detailed explanation.

　　1. Reception consultation

　　There is a lot of knowledge about receiving and consulting buyers. For the first inquiry of buyers, Taobao customer service’s greeting time should not exceed 6 seconds. Each subsequent reply should not allow the buyer to wait too long. You can answer in batches. This requires the customer service to type quickly and ensure quality. If you encounter a lot of people, you should first make simple replies and then solve them one by one. When encountering difficult situations, you should know how to change the topic.

　　Taobao customer service can be said to be the storefront, so customer service must be patient and polite, so that the buyer can feel intimate, have a good experience during the entire consultation process, and have a good impression in the store. Taobao customer service can also learn how different types of buyers should deal with it, so as to improve buyer stickiness.

　　2. Baby handling

　　Generally, buyers consult about their concerns about their babies before sales. Taobao customer service must have a sufficient understanding of their babies so that they can improve work efficiency. When encountering some buyers who are undecided, they can also recommend them according to their own situation. At the same time, they can also recommend related products that are related to the buyer's favorite baby; assist customers in selecting the most suitable product.

　　At the same time, Taobao customer service should also pay attention to whether the baby's inventory and information has been modified. If there is an abnormality, it should contact the operation and deal with it in time.

　　3. Promote deals

　　Some buyers do not pay in time after placing an order. At this time, Taobao customer service can ask the buyer whether he has encountered any problems through Wangwang, and then tell the buyer in detail what the baby's advantages lies. If it is because of price, then Taobao customer service can sincerely tell the customer that this is a real-price sales, combining the baby's advantages, quality and after-sales service, explain where the value for money is. If it is a product that does not have free shipping, try to give buyers more discounts or small gifts.

　　You can also adopt a membership system to withdraw member benefits from time to time; if the store activity is about to end, the buyer has not paid yet, inform the buyer that there is no such discount at the end of the activity, creating a sense of urgency.

　　4. Order processing

　　After the order is generated, Taobao customer service must confirm with the buyer whether the receipt information is correct. If there is any error or the buyer wants to modify the delivery address, the customer service will modify it and then send it again for verification. You can also tell the buyer what logistics you are using and let them choose, because some buyers may have a bad impression of some logistics companies and forget to consult, which leads to the buyer having a bad impression of the store after delivery.

　　If some products are paired, they need to take double the quantity, but the buyer only takes the odd number, they need to ask the buyer if they have made a mistake; they also need to pay attention to the buyer's order notes or agree to the buyer's request during consultation, and make timely notes.

　　5. Logistics tracking

　　After filling in the corresponding express delivery number, Taobao customer service must also do relevant logistics tracking. If there is an abnormal situation, contact the buyer in time. For example, if there is a problem with the logistics site, you must confirm the return of the goods or send other express delivery again. If you lose the goods, you must first negotiate with the express delivery and then contact the buyer to avoid being badly rated by the buyer. This is something that Taobao customer service must do.