1. Familiar with the product: Understand the relevant information about the product. For Taobao customer service, being familiar with the products of your own store is the most basic job. Taobao customer service is the bridge between the store and the customer. Once this bridge is not built, you may lose this customer forever. Therefore, you must know the characteristics, functions, precautions, etc. of the product very well, so that you can fluently answer various information about the product raised by the customer.

2. Reception of customers: As a shopping guide customer service, it is best to be enthusiastic and flexible. Then an excellent Taobao customer service should not only know how to receive customers well, but also guide consumers to make additional consumption. For those customers who bargain, first of all, you need to clarify a store's position: the price of the product is very low, and it is not easy to bargain. If the customer insists on the price factor, it depends on the situation to decide whether to take over the business. Even if the customer is finally given a discount, it is necessary to go with the flow and make the customer feel that this discount is hard-won and is a special discount from the store to the buyer. When receiving customers, some necessary greetings, customer inquiries, bargaining, delivery time, etc., contact the buyer by phone when necessary.

3. Cash on delivery order processing: Many online shopping buyers do not know the meaning of cash on delivery, and directly choose cash on delivery. When they receive the goods, they see that the price is more expensive than the website, so most buyers will think that the store is deceiving customers and refuse to accept the order. If the order is just rejected, the seller only needs to spend more on express delivery fees, but if the customer thinks that the customer service is deceiving, the customer service may lose a group of customers. Therefore, for Taobao customer service, as soon as they see the cash on delivery order, they need to contact the buyer immediately, inform the cash on delivery price is a little more expensive, and confirm whether the customer needs cash on delivery. If the buyer agrees to pay on delivery, then you can write the order and ship it, otherwise you need to place a new order. Let Taobao customer service call the customer to confirm. Although the phone bill is a little more, the facts prove that the rejection rate has become very low.

4. Customer evaluation: After the transaction is completed, remember to write a review for the customer. This is a free opportunity to advertise the store.

Handling of bad reviews, many friends are frustrated by this reputation issue. But you should know that bad reviews are not unhandled. As long as you find bad reviews, you should communicate with the customer immediately to see what caused them. Customers will not give bad reviews for no reason. First understand the situation, and then solve the problem. Reason and appeal to their emotions. Generally, customers will modify their reviews. Of course, some buyers now gain improper benefits through malicious bad reviews. For this situation, customer service is not without solutions. First of all, we should focus on collecting information in order to collect evidence for the subsequent complaints. The most important thing for an excellent Taobao customer service is empathy. Empathize with customers, think from the customer's perspective while considering the interests of the company, and give customers maximum satisfaction.