淘宝客服基本培训

1、资源.创造.价值秀一广告|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.资源.创造.价值天猫客服基本培训资源.创造.价值秀一广告|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.团队架构和职责分工资源.创造.价值秀一广告|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.客服中心培训质检售前组售后组 呼叫组资源.创造.价值秀一广告|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.售前组客户答疑 回答客户对于店铺产品的一些基础问题的回答，例如产品是否适合自己，产品的保质期，产品的适用人群，店铺发货地，发货时间等各式各样的基础答疑。 回答问题要注意的方面就是，客户提问什么，一定要回答什么，在准确回答了客人的提问后，再根据客人的需求做一些延展的交流，切忌不可答非所问一味的推销，会让买家产生反感。销售引导催付处理 对于一些不清楚自己需要些什么产品的客户，可以耐心仔细的询问客户的需求，例如客户皮肤的类型是什么，TA现在的皮肤出现了

5、一些什么问题，然后根据TA的问题，为TA量身定制一套方案，从而达到销售的目的。 客户交流最最重要的一点就是亲切，尤其是天猫店，千万不能让客户感觉我们很官方很古板，即使是旗舰店，也是一家很萌的旗舰店。 客户在拍下产品后，有些客人可能因为个人原因长时间不付款，这时候就需要客服来进行催付。 催付需要一定技巧，最常见的就是：“亲我们马上就要安排发货了如果您现在付钱的话今天就能帮您发货哦”不会让客户感到反而，也起到了催付的目的资源.创造.价值秀一广告|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.售后组 在整个客服组中，售后组是最辛苦、最委屈也是最憋气的，因为客户是上帝，就算是客户的错，我们也打不得骂不得，还要赔笑脸，这个岗位的压力也是非常大的。在平日的工作内容分为，快递查询，售后接待，纠纷处理，退换货，评价处理。 在售后服务中，态度是最重要的，回复速度不能慢，即使不能即使回复，也需要及时的和客户强调说，

7、正在帮您查询，请您耐心等待。同时和客户沟通时，一定要让客户有一个安全感，要告诉客户，抱歉在此次购物中产生了不愉快的情绪，我们一定会给您一个满意的答复，这样客户对评价、评分这些关系着店铺名誉和产品的搜索排名的内容的处理上，也会给到一个很好的评价，可以尽量的减少店铺负面的评价。快递查询售后接待纠纷处理退换货评价处理快递的查询是相对简单的售后工作，需要和物流保持随时畅通的沟通，及时准确的查出客户的订单是否发出，是否到达，是否派送中。客户在收到产品后，在产品的使用方法上如果有疑问，一般都会询问客服，这时，专业且耐心的解答是十分重要的。纠纷处理是十分重要的，因为一个店铺的纠纷率是印象着产品和店铺的排名的

8、，尽量在售后过程中稳住客户，不要让客人投诉到店小二那边。客人因为产品或自身原因产生产品的退换，客服需要耐心的引导客户根据流程操作。并在整个退货过程中安抚好客人的情绪，积极主动的和客户联系，不要让客户没有安全感。天猫店是没有好中差评的，所以人工评价和5星评价十分的重要，可以在售前和售后的过程中都注意和客户提一下如果对服务满意请给五星评价等相关内容。资源.创造.价值秀一广告|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.呼叫组主动服务 在客服咨询不集中时，可以主动联系老客户，告诉TA一些新品上市或者促销活动的信息。我们还可以制作一张回访表格，记录客户购买的产品，根据产品的使用周期，客户即将使用完产品的时候给他一个回访，询问使用情况，使用的感想、意见、建议，同时告知TA我们店铺的促销信息，带来二次销售突发事件处理 可能会发生的突发事件，由于淘宝大型活动造成快递的爆仓，由于网络原因造成的断线，由于各种奇

10、奇怪怪的原因造成的各种奇奇怪怪的突发事件，都需要呼叫组配合售前售后租，随时待命，安抚客户，将损失降到最低，不让店铺的名誉受到影响。资源.创造.价值秀一广告|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）资源.创造.价值秀一广告|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 售后的那些事儿Part 2 一般售后处理步骤Part 3 售后之后资源.创造.价值秀一广告|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 关于售后那些事儿资源.创造.价值秀一广告|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 关于售后那些事儿什么是售后？资源.创造.价值秀一广告|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 关于售后那些事儿什么是售后？资源.创造.价值秀一广告|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.资源.创造.价值秀一广告|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.资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值退款纠纷率资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值违背承诺扣6分资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值了解不满的原因资源.创造.价值秀一广告|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.资源.创造.价值没有二次销售资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值售后流程提供备选解决方案

33、，而不是机械客服资源.创造.价值秀一广告|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.资源.创造.价值售前售后客服都需要案例备份，进行课程分享某天某个客服某个事件事件的跟进回访过程进行二次销售资源.创造.

34、价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值快捷回复违规了资源.创造.价值秀一广告|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.资源.创造.价值违规了资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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、.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值资源.创造.价值秀一广告|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.资源.创造.价值形成二次销售的意向有发票承诺几天内可以开发票补寄发票，由商家承担此案例扣了6分资源.创造.价值秀一广告|2012年6月All information contained herein is confidential and/or proprietary information o