What are the after-sales skills for Amazon e-commerce operations? Tips sharing

In addition to controlling the quality of products, Amazon merchants who operate stores must also improve the store's service attitude, including pre-sales, sales, after-sales and logistics efficiency. So what are the after-sales skills for Amazon e-commerce operations?

1. Establish a unified after-sales policy

Amazon has set a unified after-sales policy for all sellers and products, including returns, exchanges, refunds, and warranties. This can prevent customers from encountering inconsistent rules and requirements between different stores, causing confusion and dissatisfaction. At the same time, Amazon will also flexibly adjust and update after-sales policies according to different product categories and market conditions to adapt to customer needs and expectations.

2. Provide multiple contact methods

Amazon provides customers with a variety of contact methods, including phone, email, online chat, social media, etc. This allows customers to choose the most appropriate way to communicate and solve problems according to their preferences and convenience. At the same time, Amazon will also allocate different customer service personnel and resources according to different contact methods to ensure that each channel can respond to customer needs in a timely and effective manner.

3. Leverage AI and self-service

Amazon uses artificial intelligence and self-service to provide customers with faster, smarter and more personalized after-sales service. For example, Amazon uses technologies such as machine learning and natural language processing to develop an intelligent assistant Alexa, which can communicate with customers through voice or text, answer common questions, provide suggestions, and even place orders or returns.

In addition, Amazon also provides a self-service platform that allows customers to check order status, apply for returns or refunds, track logistics information, etc. through the website or mobile application.

4. Strengthen training and supervision

Amazon customer service staff are strictly trained and supervised to ensure that they can provide professional, friendly and effective after-sales service. Amazon will regularly assess and evaluate customer service staff to check their communication skills, problem-solving ability, customer satisfaction and other indicators.

To sum up, the after-sales skills for Amazon e-commerce operations are to establish a unified after-sales policy, provide multiple contact methods, utilize artificial intelligence and self-service, and finally strengthen training and supervision.