Taobao customer service is divided into pre-sales customer service and after-sales customer service. Different customer services have different appraisal standards. 1. Pre-sales customer service: Pre-sales customer service is the front line of contact with customers. The quality and level of pre-sales customer service can often influence the transaction and customer unit price. Service score accounts for 35%, conversion rate accounts for 30%, customer unit price/number of customer items accounts for 20%, number of customers received accounts for 10%, and refund rate accounts for 5%. 2. After-sales customer service: After-sales customer service is different from pre-sales customer service. They do not have sales targets. They mainly deal with logistics inquiries, returns and exchanges, and evaluation processing. Service score accounts for 40%, solution rate accounts for 40%, and number of customers received accounts for 20%