Is Taobao difficult to solve after sales? Champion Education to help you

It is a little complicated for Taobao sellers to deal with after-sales problems, because there are many subjects involved. For example, if the buyer does not receive the package, it involves logistics problems; if the buyer receives the goods with quality problems, it involves physical and warehouse issues. , The problems of upstream manufacturers, we need to investigate them one by one. Faced with these, we are refunding returns? Is it a reissue item? Or refuse to accept? Specific problems are required to be analyzed in detail. Winning Education has summed up a few small experiences, which can be used to deal with after-sales problems to a certain extent. I hope it will be helpful to everyone.

1. Send a delivery notice to the customer: After delivery, send a delivery reminder to the customer with the Want Want message: inform the order number. For example: dear, hello! The baby you took in the store has been sent for you, XX express, waybill number: xxxxxxx Please keep the phone open these days.

The significance of this: to improve the user experience, there is a feeling of being cared for and being served, so that customers will naturally go to the computer to confirm the evaluation when they receive the goods. People are mutual, if you take her seriously, she will think you treat her as a friend, she will take you seriously, and tell you the joy of receiving your baby as soon as possible.

1. Do a good job of customer receipt tracking: After one week of delivery, if the customer does not confirm the receipt and the evaluation background shows the receipt, please politely remind the customer: Dear, hello! Did you successfully receive the baby sent to you? If the customer says something, you say, “Well, I’m still afraid there’s something wrong with the logistics. Are you still satisfied with our clothes?” A little. Then try to solve it for her, I believe the customer will be relieved.

The significance of doing so: proactively show sincerity and respect for customers, it will be much easier to solve problems, and the confirmation of receipt will be accelerated, so as to avoid long-term nightmares.

1. Follow up the evaluation in time: If the customer comes up, it means that the store has received the goods, thank you for the small gift. Then you can say, “Are you happy with our baby?” If she likes it, thank you. “Then you can say: Hehe, you’re welcome, just be happy, of course, if you can write me some comments, I will be very happy, hee hee… Then you can remind us of some other offers and our store will give back in due course customer.

The significance of this: to improve the quality of comments, the importance of comments to Taobao store managers is self-evident. So we have to take the initiative.

The above three points are a few tips that have been summed up by winning the championship for many years in the industry. The purpose is not only to tell everyone how to deal with it, but also to inspire everyone to think of different solutions.