Customer service must have these basic knowledge, and the conversion rate can be increased by 80%!

Nowadays, most Taobao sellers, especially small sellers, focus all their energy on traffic. In fact, traffic is just the first step in e-commerce. How to achieve well-known value is how to increase conversion rate and customer unit price. In this regard, customers play an irreplaceable role. Especially when there are thousands of people, traffic becomes more and more expensive, and it is more crucial to grasp each traffic well.

There was once a friend who was working as a customer service chatting with me.

She said, "Fifth Brother, do you think there is a future in being a customer service?"

I replied: "Many people only think that operation is a skill. In fact, I think customer service is also a skill, and it is the last and most critical link of e-commerce. There must be a very mature customer service team behind a big store."

And with data support, a good customer service team can greatly improve conversion rate, unit customer price, repurchase rate, and effectively reduce after-sales issues such as refund rate, disputes and other after-sales issues.

Today I will share with you the skills about customers. This time I will share with you the article. The article will be divided into seven modules. The length is limited, and the article will be a bit simple. If you want to have more detailed 7 modules with pictures and texts, please contact me, as shown in the figure below:

Today I will talk about the first module: Customer Service Basics

This article is an introduction to give everyone a systematic understanding of real customer service.

First of all, we need to understand, as a customer service, what is your purpose?

As a customer service, your purpose is:

Let everyone who comes buy it;

Let the buyers buy more;

Let those who have bought it come and buy it again.

1. Familiar with the transaction process

As a customer service, we must be familiar with the seller's order generation process. The specific process is as follows:

1. Order generation;

2. Recommended related products;

3. Check and urge payment;

4. Package and ship;

5. Transaction confirmation;

6. Evaluation management.

2. Read the rules of consumer protection

As a customer, you must be familiar with the consumer protection rules, so that you can avoid unnecessary losses. The rules that must be read are as follows:

1. Seven-day no-reason refund

A. Definition: When a buyer purchases products that support "7-day no-reason return", within 7 days of signing and receiving the goods (the time is calculated from 0:00 on the second day of the day of signing and receiving, and 7 days will be calculated from 168 hours). If the buyer is unwilling to complete the transaction due to subjective reasons, the seller is obliged to provide return services to the buyer; if the seller fails to fulfill his obligations, the buyer has the right to initiate the rights protection of the seller to Taobao in accordance with relevant rules and apply for "7-day no-reason return" service .

B. Product category classification of "seven-day no-reason return" service

C. The complete definition of 7-day unreasonable return products

D. Seven-day no-reason return service application process

a. On the premise that the above application conditions are met, the buyer can initiate an application for "seven-day no-reason return" service to the seller through the "refund/return" or "apply for after-sales service" channel on the [My Taobao]-[Booked Baby] page;

b. After receiving the buyer's application for "seven-day no-reason return" service, Taobao has the right to require both parties to provide necessary proofs and confirm and judge according to the coordination situation;

c. When Taobao determines that the buyer's "seven-day no-reason return" service application is established based on relevant regulations, it has the right to notify Alipay company to directly deduct the corresponding amount from the seller's Alipay account and pay the buyer first.

E. Regarding postage disputes:

a. The principle of postage for the "seven-day no-reason return" service initiated by the buyer: freight disputes in the transaction shall be handled according to the principle of "whoever is at fault, whoever bears it";

b. If Taobao determines the seller's responsibility (such as the product has quality problems, the description does not match, etc.), the round-trip shipping fee will be borne by the seller;

c. Buyer's responsibility (not like/inappropriate, etc.), the buyer shall bear the round-trip shipping fee; if the product is free shipping for the seller, the buyer shall only bear the return shipping fee. ;

d. If there is a unclear agreement in the transaction, Taobao cannot determine who is responsible. If the transaction is for return and refund, the shipping fee shall be borne by the seller and the return fee shall be borne by the buyer.

2. Delayed delivery rules

A. Definition

a. Unless otherwise agreed upon by the buyer after payment, the seller fails to ship the goods at the agreed delivery time (except if otherwise agreed by both parties to the transaction);

b. After the buyer pays, the seller refuses to trade at the price he has auctioned by the buyer (except if otherwise agreed by both parties);

c. After the buyer pays, the seller refuses to give the buyer, and the individual discounts or discounts on the price of the product reached with him during the transaction;

d. During the transaction conclusion process, the seller promises or agrees with the buyer to a specific shipping method, a specific shipping logistics, express delivery company, etc., but fails to comply with the relevant commitments or agreements.

B. Punishment

If the seller violates any of the above promises, he must pay the buyer 5% of the actual transaction amount of the product as a liquidated damages, and the minimum amount is no less than 1 yuan and the maximum amount shall not exceed 30 yuan. If the seller voluntarily pays the liquidated damages before the complaint is established after the buyer initiates the complaint, 3 points will be deducted each time, except for compensation for the liquidated damages.

Okay, that’s all for today’s sharing. If you want to learn more about the tips in the article, please see my introduction below. If you have any questions, you can ask questions below and will reply to you.

C. Pay attention

a. If the shipment is delayed, the Tmall merchant must pay the buyer 30% of the actual transaction amount of the product (the maximum amount shall not exceed 500 yuan) as liquidated damages;

b. Pay attention to logistics.

3. Refund rights protection process

As a buyer, you will definitely encounter refunds and rights protection, so you must understand the process. You can take a look at the process form below.

Okay, that’s all for today’s sharing. In a few days, I’ll share with you the customer service tips that will increase your conversion rate by 80% 2: What should you prepare before as a customer service?

Author: Shadow Puppet

Source: Seller Information