Winning the Championship Education: How to Reliably Solve the After-sales Problems of Taobao Stores
After-sales service is the various service activities provided after the product is sold. From the perspective of sales work, after-sales service itself is also a means of promotion. In the follow-up stage, the salesman should take various forms of cooperation measures to improve the reputation of the company through after-sales service, expand the market share of products, and improve the efficiency and income of sales work. Today’s championship education will introduce to you how to do after-sales to be reliable.
What is Taobao pre-sales and after-sales?
Taobao online store pre-sales customer service is mainly responsible for shopping guides, replying to buyer inquiries, and pre-sales customer consultation. , Do product positioning according to customer needs, guide customers to buy products in the store, answer customer questions, etc.
The after-sales customer service of Taobao online store mainly deals with some problems after the goods are sent, such as: the logistics information cannot be found, the buyer cannot receive the goods for a long time, or the buyer is not satisfied with the received goods, and the buyer requests to return the goods. Negative comments in communication with buyers, etc.
①Customer service also includes buyer complaints and bad reviews. In the process of communicating with them, after-sales should sincerely solve problems, collect customers’ opinions and complaints, and see what problems they have with the store and products.
What is the main job of Taobao after-sales customer service?
Deal with logistics problems reported by buyers (before receipt)
The delivery problem reported by the buyer needs to be handled by Taobao after-sales service, such as:
Reminder - contact the courier company to urge the goods that have not been received for a long time, or understand the reasons for the failure to arrive in time, and give feedback to the buyer;
Check the package - reply to the buyer’s request, check the current logistics progress of the package;
Signing problem - I did not sign for the receipt, and the logistics information shows that the receipt is signed. Taobao after-sales customer service should pay attention to the verification situation, and trouble the buyer to provide relevant information to facilitate verification;
Loss or damage - this situation is actually mostly a problem of express pickup, but Taobao after-sales customer service must collect buyers’ opinions to provide reference for product packaging improvement;
Finally, for other rejections, returns and other issues, we must strictly follow the relevant procedures of Taobao.
Deal with the logistics problems reported by buyers (after receiving the goods)
The situation at this time was varied. In addition to reflecting the common quality problems of the baby, there will be differences between buyers’ difficulty and professionalism. Harassment by critics. The villain can’t hide, as long as the service is sincere, most buyers are still easy to strike up a conversation with.
What I want to tell you about winning the championship is that Taobao after-sales customer service is not an easy task. After-sales customer service is the bridge between the store and the buyer. Excellent after-sales customer service on Taobao should receive every buyer warmly, carefully and patiently. At the same time, many of Taobao’s after-sales customer service are also under tremendous pressure. Because it is related to the service and image of the store, it is impossible to communicate with buyers with personal emotions, so in many cases, appeasement is more than argument. In addition, Taobao after-sales customer service also needs to master certain communication skills, which is a small way to better serve buyers and reduce disputes. In the process of communication, Taobao after-sales customer service must also have the awareness of retaining buyers, such as recommending new products in the store, or guiding buyers to collect stores, etc.