What are the questions frequently asked by customer service interviewers, and what do they usually ask in customer service interviews (questions and answers frequently asked by customer service interv

What are the questions frequently asked by customer service interviewers, and what do they usually ask in customer service interviews (questions and answers frequently asked by customer service interviewers)? Lead: Interview is a necessary step to win a good job, and whether you can pass the interview is not only related to the ability of the job seeker, but also related to the performance of the interview. Therefore, how to answer the interviewer's questions becomes particular. What are the common questions in Taobao customer service interview? What are the interview skills of Taobao customer service? Let's take a look.

What are the common questions in Taobao customer service interview?

1. What do you think is the most important thing for a qualified customer service?

Analysis: customers abuse me thousands of times, and I treat customers like first love. For customer service positions, buying hundreds of consultants every day is bound to have some wonderful things happen. Therefore, patience has become an essential element of customer service.

Answer: If it is for personal reasons, you can only apply for a seven-day return without reason, which will not affect our store. If you apply for other reasons, you need to look at the chat record. Why do you want to apply for this refund? If it is inconsistent with the actual situation, you need to refuse. If the price is wrong, you need to refuse!

2. As Taobao customer service, how do you deal with the problem of after-sales return?

Analysis: This question depends on the operation process. Generally speaking, the answer is relatively fixed. You can answer this way: If it is for personal reasons, you can only apply for a seven-day return without reason, which will not affect our store. If you apply for other reasons, you need to look at the chat record. Why do you want to apply for this refund? If it is inconsistent with the actual situation, you need to refuse. If the price is wrong, you need to refuse!

Answer: Taobao insists on doing business every day. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. At the same time, I think "it's not your fault that business is bad, it's your idleness."

3. List one or two of the most difficult customers or after-sales situations you have encountered, and tell me how you solved them.

Analysis: Like the first question, the reason why the interviewer asks the job seeker this question is to understand the coping strategies of the candidate for tricky customers, so as to determine whether the candidate meets the recruitment needs of his position.

4. What was your probation salary in your last company? What is the official company? How long did it take from trial to official?

Analysis: There is a trap here. It is suggested that the salary during the probation period should not be too low, otherwise your salary in the new company will be similar to the original one. But be realistic and don't talk too high. Because high salary is directly proportional to your customer service ability.

5. As customer service will bring great pressure, how do you relieve the pressure?

Analysis: As a customer service staff, we should learn to transfer pressure quickly. Everyone decomposes stress in a different way. There are usually several ways: try to smile, try to slow down your breathing, keep your tone stable, choose the right sentences, and let yourself focus on the solution to the problem rather than the attitude of the customer. When the customer makes rude remarks, let yourself stand for a few seconds, take a sip of water, take a deep breath, adjust yourself to a normal state, and then start an active conversation.

6. What do you think of the position of customer service in Taobao shop operation?

Analysis: When answering such questions, you can say: "Customer service is the core of a Taobao shop, including customer data collection, potential customer mining, service, product inspection, customer relationship maintenance and so on.

7. If you are a customer service worker, what job do you think is good?

Analysis: Taobao customer service, like traditional industry customer service, requires practitioners to strictly abide by certain workflow. Therefore, when answering such questions, we can start with setting standards and training.

8. What specific ways do you think of free promotion? 9. What was your reason for leaving your last company?

Interview skills of Taobao customer service

1. Try to relax. Don't be too nervous.

This is difficult for many people to do. But anyway, you must try to relax. Don't forget, the job you want to interview is customer service, and your job is to contact customers. When you meet the interviewer, you are very nervous. How can an interviewer easily choose you?

Don't interrupt the interviewer's question easily when answering.

This is very important. Perhaps, the interviewer wants to play the role of a client and ask you. And you are customer service. Really excellent customer service always pays attention to customer value and will not interrupt customers easily.

3. Respond calmly and don't try to please the interviewer.

Remember, when the interviewer deliberately creates a good atmosphere, don't "please him" easily, it may be a trap. Maybe he's testing you. Taobao has thousands of transactions every day. Every day, countless people call customer service, and even many of them are related to money. As a customer service staff, he should keep a neutral position and not be partial to sellers and buyers. All he has to do is solve their troubles. If they can't solve it at the moment, he must take notes carefully and give feedback to the next higher level.

4. Thank you politely when you leave, close the door and wait for the next interview notice.

5. The produced resume must be targeted and reflect good adaptability and communication skills. If you have no internship experience, you can give some examples from life to prove it. And the relevant academic qualifications must not be forgotten.

6. Dress up. This principle depends on you, as long as you are decent and generous. Or you can go to the recruitment website or find the relationship with your classmates and listen to their opinions.

Matters needing attention in Taobao customer service interview

1. Don't have too many local accents in Mandarin.

2. Can understand most non-standard Mandarin in China.

3. I have certain synchronous listening and playing ability.

4. Taobao itself has a wide range of business, fine mastery requirements and very important learning ability.

5. You can quickly inquire and reply to all kinds of irrelevant questions in the same call.

6. Be able to bear the best call of some special members.

7. Good emotional control. In the interview, you should express your experience and ability concisely, and enough is enough. Don't talk endlessly, blow your own horn, or even "go against the customer" regardless of priorities. 8. Before you ask a question, you must think clearly whether the question you want to ask has practical significance, especially don't ask some low-level or even naive questions. For example, does the company have 24-hour hot water? Is there a bathroom in the office? Does the unit usually organize everyone to travel, etc. All these may ruin a good interview. 9. Job hunting is not a complaint meeting, let alone a rescue meeting. Some job seekers didn't put themselves in the right position during the interview. When people ask questions, they seize the opportunity to answer them. It is because they have experienced such misfortune and can't bear the burden of their families. They thought that this would arouse the sympathy of the examiner, but instead of getting the sympathy of others, they turned their stomach! Everyone has bad luck sometimes. Some people have poor psychological endurance. When you encounter bad luck, you sigh, clamoring for the injustice of the world all day, and posing as a bitter enemy. This may win sympathy from others, but it would be a fiasco if this skill is applied to job interviews with wishful thinking.

Taobao customer service interview experience

Taobao customer service interview experience 1:

Get an interview opportunity through online application, and two people will interview. First of all, I introduced myself. He also asked me about my current work status, what position I have, and whether I have some knowledge or experience in online shopping or Taobao customer service. Finally, it briefly introduces their company's social security and possible problems to see if job seekers accept it. Finally, leave a resume and other notices. Interview question asked by the interviewer: 1. Future career planning II. Can you guarantee the ability of autonomous learning 3. Understand e-commerce. Can you finish the task assigned by the boss within the specified time?

Taobao customer service interview experience 2:

The interview was conducted by telephone first, mainly asking about the understanding of customer service and future career planning. During the personnel interview, I mainly made a test paper issued by the company. The content of the test paper has nothing to do with work, but mainly the content of some study plans. After that, the personnel will ask questions about the contents of the interview paper and ask some work contents. First ask about the understanding of e-commerce, career planning after customer service, and whether there is autonomous learning. After the basic answer, a manager will come for an interview. The manager speaks directly and professionally. Tell you the work arrangement and stress directly and ask if you can bear it. Generally speaking, the interviewer asks these interview questions: first, introduce yourself, and ask about your current work status, what position, and whether you have some understanding or experience in online shopping or Taobao customer service. Finally, briefly introduce their company's social security and possible problems to see if job seekers accept it.

Taobao customer service must-have

1. Product proficiency

First of all, understand that as customer service, your purpose is to make people buy, make people buy more, and make people buy again. So how did you do it? Understanding products is one of the most important links.

1 First of all, we should know our product specifications, such as length, purity, capacity, weight and size. , such as clothes:

2, customer service must know your customer base, so that you can formulate appropriate words, such as teenagers, you have to show a lively wave, middle-aged and elderly people, you have to show a stable and professional.

3. We must fully understand the characteristics and selling points of products.

1. Your product is different from other products in terms of features and efficacy. These must be clear;

B, product packaging characteristics: If you sell fresh or fragile products, you must highlight your packaging to ensure the integrity of the product, in fact, this can greatly improve the transformation;

C, be familiar with your own products, know which one has high conversion rate, which one has high profit and which one is new, make relevant sales and recommend it reasonably.

We must be familiar with the reasons why customers buy our products. For example, compared with others, we have advantages that others don't.

2. Response time

This is also a more important link. When a buyer comes to consult a product, he must reply to the buyer at the first time, solve the buyer's concerns with professional answers, or recommend a more suitable product to the buyer. He should use soft words and use honorific words "you" to make buyers feel comfortable. Such a good attitude will bring about certain changes.

3. Order processing

Whether the buyer places an order directly or pays through a third-party service, as a customer service, we should check whether the buyer's order information is correct. Although most of the buyer's information is correct, it is not excluded that some customers want to modify the receiving information. This will not only leave a good impression on buyers, but also save unnecessary troubles in the future.

Check inventory

The number of goods in the store will decrease with the sales volume. At this time, our customer service needs to check the quantity of goods frequently to ensure that when a buyer places an order, but the goods are out of stock, the store will not be able to deliver the goods normally at this time, which will also lead to the loss of customers.

Step 5 evaluate

I don't think every store doesn't want praise, but many buyers will forget this link, so when you deliver the goods or the buyer confirms the receipt, you can remind the buyer to give our service a good review when receiving the goods. When a buyer is found to have a bad review, first analyze the reasons for not giving a good review from the comments, and get to know the buyer's situation well so as to communicate with the buyer to solve these problems.

6. Understanding of Taobao platform

1. As a customer service, you must be familiar with the seller's order generation process. The specific order generation process is as follows: order generation, related product recommendation, checking dunning, packaging and delivery, transaction determination and evaluation management. Be sure to look at the consumer protection rules to avoid some unnecessary losses.

2. Knowing the official activity rules of Taobao is very helpful to customer service. Such as daily specials, snapping up, category activities, etc. Knowing the registered products and determining the activity time, activity type and activity object can greatly improve the transformation and reduce after-sales disputes.

3. Understand the store activities, such as: full reduction, matching packages, limited discounts, red envelopes, store VIP settings, etc. Doing a good job will increase your customer unit price and conversion rate.

7. Basic quality of customer service and professional ethics

As a customer service, we must have a correct attitude and be enthusiastic. We need to understand that we communicate with customers to make orders, not to quarrel.

What kind of personality is suitable for Taobao customer service

Taobao customer service is suitable for people who like comfortable life and don't like running business. Personality, they are extroverted and flexible, because customer service is also dealing with people, and sometimes they will encounter very difficult customers, especially after-sales problems, which are very complicated. They should have good patience, gentle temper, and pay attention to skills in speaking. To put it bluntly, they will speak politely. Of course, introverts can also engage in Taobao customer service. As for what kind of job is suitable or not, you can actually try more. How do you know if you can do it without trying?