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(Taobao customer service hotline (0571-28115251) Tel (0571-28115251) query management, refund, refund, complaints, bad review, shelves, shelves, not letter, check, credit evaluation. Taobao, customer service hotline (0571-28115251) business phone (0571-28115251) query management, refund, returns, complaints, bad review, shelves, shelves, not letter, check, credit evaluation.

(一)客(服)的培训流程

(a) customer (service) training process

(1)新客(服)分类——对新客(服)的情况进行分类

(1) the new customer (service) classification -- for new customer (service) to classify the situation

一类完全没有接触过淘宝的人来做客(服)，这个培训时间需要3周左右的时间。

A class of absolutely no contact Taobao people to visit (clothing), the training time need 3 weeks.

二类之前有做过客(服)工作的一些人员，这类客(服)培训时间估计为1周左右。

Two before passing (suit) do some work, this kind of customer (service) training time is estimated to be about 1 weeks.

三类售后客(服)。针对不同类型的客(服)进行不同的培训。

Three types of customer service customer (service). According to the different types of customer (service) of different training.

(2)具体的培训过程

(2) the course of specific training

一类客(服)，第一天，需要客(服)了解基本的淘宝交易流程，下订单，付款，发货，收货，确认收货给评价。以及淘宝的基本聊天工具的应用，淘宝后台的操作，店铺应用的各种软件。例如网店管家等其他工具。

A customer (service), the first day, need customer (service) to understand the basic Taobao transaction process, order, payment, shipping, receiving, confirm receipt for evaluation. And the application of basic chat tool Taobao, Taobao background operation, all kinds of application software store. For example, online shop steward and other tools.

第2-7天 产品的基础数据了解。结合店铺的内容进行了解，每个店铺可以根据自己店铺的产品数量，规定时间，最后了解产品结束，可以对客(服)进行一个产品知识的基础测试。

Basic data day 2-7 product knowledge. Combined with the content of understanding shops, each shop can according to quantity, his shop products stipulated time, finally understand the product end of customer (service), a basic product knowledge test.

第8-14天，客(服)需要加强了解产品，以及查看聊天话术。同时可以开始接待部分客户。(备注：这些客户是其他客(服)那边转过去了，目前新客(服)先不 设置分流。)此阶段，客(服)会遇到很多问题，无法回答。这个需要客(服)自己做记录以及开口问。这个阶段可以安排老客(服)，带新客(服)。这样方便新客(服)咨询问题。此 阶段时间可以视请客增加或者减少。

The first 8-14 days, guest (service) the need to strengthen the understanding of the product, and view the chat if surgery. At the same time can start to receive part of the customer. (Note: these customers are other guest (suit) turn over past, present a new guest (clothing) not shunt. In this stage, the guest) (service) will encounter many problems, not answer. This requires customer (service) to do their own records and ask. This stage can arrange old customer (service), with a new customer (service). So convenient new customer (service) consulting problems. This time can be increased or decreased.

第15-21天 本阶段，主要是客(服)自己应对客户问题的阶段。本阶段，就是新客(服)直接开始接待客户。本阶段需要培训人员，定时查看新客(服)的聊天记录，针对新客(服)在接待过程中出现的语言错误，进行指导。提高新客(服)应对客户的技巧。

The first 15-21 days of the stage, mainly is the guest (suit) own response to customer problems stage. In this stage, is the new customer (service) directly to customer reception. This stage requires the training of personnel, regularly check the new guest (suit) chat record, according to the new customer (service) error has occurred in the reception process language, guidance. Improve the new customer (service) responding to customer skills.

第22天，培训人员可以作为神秘顾客，对客(服)的应变能力，产品知识了解能力等，进行一次全面的考核。基本可以判断一个人是否合适这个职位。

Twenty-second days, the training of personnel as the mysterious customer, customer (service) strain capacity, product knowledge and ability, to conduct a comprehensive assessment. Basically can determine whether a person is suitable for this position.

以上流程仅供参考。或许每个店铺都有自己不同的方式，但是无论什么方式都是为了更好的让客(服)上手处理问题。

The above procedure is for reference only. Perhaps each shop has its own different ways, but no matter what style is to let customer (service) to deal with the problem.

二类客(服)，基本流程参考一类客(服)，其中的相应的时间可以减少

Two customer (service), the basic flow with reference to a customer (service), the corresponding time can be reduced

三类客(服)，售后客(服)

Three customer (service), customer service customer (service)

第1-4，需要完全了解淘宝流程，淘宝规则。以及基础的软件应用，店铺软件应用等。

Article 1-4, need to fully understand the Taobao process, Taobao rules. And software application, store software application.

第5-8天，了解产品知识。

The first 5-8 days, understanding of product knowledge.

第8-15天 主要是查看售后客(服)的聊天记录。有的店铺自己有准备好售后客(服)的话术，可以直接让新售后客(服)查看。本阶段，售后需要了解，一般售后处理的流程是什么，针对换货，退货，等情况的处理，(此阶段根据领悟能力，适当的增加或者减少)

Article 8-15 days is the main view customer service customer (service) chat record. Some shops have ready customer service customer (service) the word art, can be directly for the new customer service customer (service) view. In this stage, need to understand the general customer service, customer service process is what, for a replacement, return, processing conditions, (this stage according to the ability to understand, the appropriate increase or decrease)