淘寶客服基本培訓(xùn)

1、資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值天貓客服基本培訓(xùn)資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herei

2、n is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.團(tuán)隊(duì)架構(gòu)和職責(zé)分工資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ic

3、hi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.客服中心培訓(xùn)質(zhì)檢售前組售后組 呼叫組資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising

4、Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.售前組客戶答疑 回答客戶對于店鋪產(chǎn)品的一些基礎(chǔ)問題的回答，例如產(chǎn)品是否適合自己，產(chǎn)品的保質(zhì)期，產(chǎn)品的適用人群，店鋪發(fā)貨地，發(fā)貨時(shí)間等各式各樣的基礎(chǔ)答疑。 回答問題要注意的方面就是，客戶提問什么，一定要回答什么，在準(zhǔn)確回答了客人的提問后，再根據(jù)客人的需求做一些延展的交流，切忌不可答非所問一味的推銷，會讓買家產(chǎn)生反感。銷售引導(dǎo)催付處理 對于一些不清楚自己需要些什么產(chǎn)品的客戶，可以耐心仔細(xì)的詢問客戶的需求，例如客戶皮膚的類型是什么，TA現(xiàn)在的皮膚出現(xiàn)了

5、一些什么問題，然后根據(jù)TA的問題，為TA量身定制一套方案，從而達(dá)到銷售的目的。 客戶交流最最重要的一點(diǎn)就是親切，尤其是天貓店，千萬不能讓客戶感覺我們很官方很古板，即使是旗艦店，也是一家很萌的旗艦店。 客戶在拍下產(chǎn)品后，有些客人可能因?yàn)閭€人原因長時(shí)間不付款，這時(shí)候就需要客服來進(jìn)行催付。 催付需要一定技巧，最常見的就是：“親我們馬上就要安排發(fā)貨了如果您現(xiàn)在付錢的話今天就能幫您發(fā)貨哦”不會讓客戶感到反而，也起到了催付的目的資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary in

6、formation of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.售后組 在整個客服組中，售后組是最辛苦、最委屈也是最憋氣的，因?yàn)榭蛻羰巧系郏退闶强蛻舻腻e，我們也打不得罵不得，還要賠笑臉，這個崗位的壓力也是非常大的。在平日的工作內(nèi)容分為，快遞查詢，售后接待，糾紛處理，退換貨，評價(jià)處理。 在售后服務(wù)中，態(tài)度是最重要的，回復(fù)速度不能慢，即使不能即使回復(fù)，也需要及時(shí)的和客戶強(qiáng)調(diào)說，

7、正在幫您查詢，請您耐心等待。同時(shí)和客戶溝通時(shí)，一定要讓客戶有一個安全感，要告訴客戶，抱歉在此次購物中產(chǎn)生了不愉快的情緒，我們一定會給您一個滿意的答復(fù)，這樣客戶對評價(jià)、評分這些關(guān)系著店鋪名譽(yù)和產(chǎn)品的搜索排名的內(nèi)容的處理上，也會給到一個很好的評價(jià)，可以盡量的減少店鋪負(fù)面的評價(jià)。快遞查詢售后接待糾紛處理退換貨評價(jià)處理快遞的查詢是相對簡單的售后工作，需要和物流保持隨時(shí)暢通的溝通，及時(shí)準(zhǔn)確的查出客戶的訂單是否發(fā)出，是否到達(dá)，是否派送中?？蛻粼谑盏疆a(chǎn)品后，在產(chǎn)品的使用方法上如果有疑問，一般都會詢問客服，這時(shí)，專業(yè)且耐心的解答是十分重要的。糾紛處理是十分重要的，因?yàn)橐粋€店鋪的糾紛率是印象著產(chǎn)品和店鋪的排名的

8、，盡量在售后過程中穩(wěn)住客戶，不要讓客人投訴到店小二那邊?？腿艘?yàn)楫a(chǎn)品或自身原因產(chǎn)生產(chǎn)品的退換，客服需要耐心的引導(dǎo)客戶根據(jù)流程操作。并在整個退貨過程中安撫好客人的情緒，積極主動的和客戶聯(lián)系，不要讓客戶沒有安全感。天貓店是沒有好中差評的，所以人工評價(jià)和5星評價(jià)十分的重要，可以在售前和售后的過程中都注意和客戶提一下如果對服務(wù)滿意請給五星評價(jià)等相關(guān)內(nèi)容。資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A tradi

9、ng name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.呼叫組主動服務(wù) 在客服咨詢不集中時(shí)，可以主動聯(lián)系老客戶，告訴TA一些新品上市或者促銷活動的信息。我們還可以制作一張回訪表格，記錄客戶購買的產(chǎn)品，根據(jù)產(chǎn)品的使用周期，客戶即將使用完產(chǎn)品的時(shí)候給他一個回訪，詢問使用情況，使用的感想、意見、建議，同時(shí)告知TA我們店鋪的促銷信息，帶來二次銷售突發(fā)事件處理 可能會發(fā)生的突發(fā)事件，由于淘寶大型活動造成快遞的爆倉，由于網(wǎng)絡(luò)原因造成的斷線，由于各種奇

10、奇怪怪的原因造成的各種奇奇怪怪的突發(fā)事件，都需要呼叫組配合售前售后租，隨時(shí)待命，安撫客戶，將損失降到最低，不讓店鋪的名譽(yù)受到影響。資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.打造

11、金牌客服（售后技巧）資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.Part 1 售后的那些事兒Part 2 一般售后處理步驟Part 3 售后之后資源.創(chuàng)造.價(jià)值秀一廣告|2012

12、年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.Part1 關(guān)于售后那些事兒資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential a

13、nd/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.Part1 關(guān)于售后那些事兒什么是售后？資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group

14、. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.Part1 關(guān)于售后那些事兒什么是售后？資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., L

15、td.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibite

16、d.資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is c

17、onfidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Grou

18、p. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值退款糾紛率資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any

19、 unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibi

20、ted.資源.創(chuàng)造.價(jià)值違背承諾扣6分資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information cont

21、ained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information

22、 of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising

23、Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is stri

24、ctly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information

25、 contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary inform

26、ation of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Adverti

27、sing Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值了解不滿的原因資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclo

28、sure is strictly prohibited.資源.創(chuàng)造.價(jià)值沒有二次銷售資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012

29、年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or

30、proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name o

31、f Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or

32、 any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值售后流程提供備選解決方案

33、，而不是機(jī)械客服資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值售前售后客服都需要案例備份，進(jìn)行課程分享某天某個客服某個事件事件的跟進(jìn)回訪過程進(jìn)行二次銷售資源.創(chuàng)造.

34、價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confident

35、ial and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值快捷回復(fù)違規(guī)了資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group

36、. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值違規(guī)了資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any un

37、authorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited

38、.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained here

39、in is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ic

40、hi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information of Shu Ichi Group. A trading name of Shu Ichi Advertising Co., Ltd.Any unauthorized use and/or any disclosure is strictly prohibited.資源.創(chuàng)造.價(jià)值形成二次銷售的意向有發(fā)票承諾幾天內(nèi)可以開發(fā)票補(bǔ)寄發(fā)票，由商家承擔(dān)此案例扣了6分資源.創(chuàng)造.價(jià)值秀一廣告|2012年6月All information contained herein is confidential and/or proprietary information o