What key skill points are needed to achieve the achievement of Taobao’s gold medal customer service?

　　Customer service is a bridge connecting products and buyers. At present, when inquiry purchases still account for the main proportion of Taobao purchase behavior, good customer service can quickly answer buyer questions, promote buyer conversion, and deal with problems for the store to find and deal with problems, which plays an important role in store improvement. Let me introduce it to you below by Lao Gao E-commerce editor.

　　However, customer service is also a link that many operators are prone to ignore, especially in the current environment where most sellers are optimizing titles, main pictures, click-through rates and other data. Because the store has different business strategies, layout plans, product strategies, etc. at different stages, we also need to use or improve our customer service skills at different stages or the entire stage of store development to help the store develop faster.

　　1. What important skills should a good Taobao customer service know?

　　① Opening polite words: polite words are words that are respectful and friendly in language communication. Courtesy words are a specific manifestation of respecting others. For customer service, courtesy words are an important way to narrow the distance between buyers and is also the most basic professional skill of customer service. The most basic ones are: good morning, good noon, good evening, dear, hello, what do you need help?……

　　There are also words of care. Generally, words of care are used in the ending conversation, such as: Thank you for your support to our store. I wish you a happy life! The weather is cooler, please pay attention to adding clothes! etc. You can determine it for your own products. In addition, in the current era of personalization, in order to be more content and stylized, many stores will give buyers nicknames or customer service according to the store style. Through these personification and affectionate names, they can make friends with buyers and build relationships, and ultimately promote transactions.

　　② Baby details: The buyer consults customer service, and most of them have questions about the product. Take clothing as an example. What material is fading? Is the coding normal or large or small? Is there a color difference in color? Will it get lint? etc. Only when the customer service understands the product information in detail can it quickly and accurately answer the buyer. We know that shopping desire or impulse will weaken with the extension of time. Customer service speeds up the answers, which can increase buyers' confidence in the product and increase conversion rate. For some products, customer service also needs to have sufficient understanding of production processes, processes, patents, technology, etc.

　　③Conversion skills: The most important role of customer service is to promote conversion, and use communication skills, store discounts, affiliate marketing and other methods to retain buyers to reach transactions. One sentence can make things happen, and one sentence can make things happen. For many hesitant buyers, in many cases, the customer service has more skillful response speech, because the types of buyers vary greatly. This technique requires customer service to accumulate some experience. For example, the buyer asks "How is the product quality?"

　　The general answer is "The quality is very good!" The better answer may be "The quality is very good! In addition, it supports 7-day no-reason returns, you can buy with confidence!", and the better answer may be "In the production process, from the raw materials to the finished product, it will be carefully checked during shipment. In addition, it supports 7-day no-reason returns, you can buy with confidence!" For customers who are more concerned about the price, you can inform the store of discounts in a timely manner. For buyers who don’t really want to buy this baby, you can recommend other babies. There are many conversion techniques and can be flexibly used according to different buyers.

　　④ Problem handling: refunds, returns, dispute handling, etc. Taobao is an open platform and will encounter many problems or many strange and difficult problems. This requires our customer service to be familiar with Taobao's rules and regulations and some basic laws and regulations of buyers and sellers.

　　⑤ Shop business suggestions: Customer service can discover store problems from buyers' conversations at the forefront of store operations, and promptly feedback these problems to store operators so that the store can improve in a timely manner.

　　⑥Old customer maintenance: Customers who have already completed transactions and interested customers in inquiry can be classified as old customers. Customer service can group and classify customers through Wangwang during chats, and also inform holiday greetings and store event discounts, regular interactions with old customer groups, Weitao interaction, group chat, etc.

　　2. Taobao customer service management

　　Many customer service management tools on Taobao, such as "Chitu", comprehensively evaluate customers through customer service satisfaction, inquiry conversion rate, response speed, etc. Through service tools, managers can timely discover customer service problems, and on the other hand, reward customer service with good performance, increase enthusiasm and form a virtuous cycle.