Tmall Customer Service Work Summary 1 At present, more and more people are doing Taobao, and successful people are not uncommon. Who knows that there is a successful team behind them, and who will consider the role of Taobao customer service in this team? Very few.
A good Taobao customer service can often retain many customers, facilitate many transactions, bring profits to the company, and is the most direct creator of the company's wealth. By chance, I did the work of Taobao customer service. It's almost half a year before I know it, and I feel that time flies. I sit for a day, a week, a month. Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country. On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly and became familiar with the products. However, there seems to be no way to remember them deeply. When you encounter a problem, you still can't start. I remember when I first came here, I felt strange when I first came into contact with Taobao, but I believe that the clothes seller is definitely not strange, but it is too different from what I expected. I was almost blinded by the clothes on the website for the first time, and the clothes were dazzling.
On the first day of work, the boss familiarized us with clothes. After getting familiar with some simple clothes, let's see how to communicate with guests. Communication is very important. Seeing their skillful technique and tone, I had to stay. They used the word pro when chatting with every guest, and explained the meaning of the word pro to us very carefully. We also learn with an open mind and write it down. We just started to contact the customer service industry, and many of us don't understand it. Answering some simple questions is that they teach us how to answer first. After a long time, we also have our own views. In the first few days, they will teach us how to deal with different guests. When we started to do customer service, we used the word "hello, dear" in every sentence when we communicated with our guests. The manager said that it is not necessary to use every sentence. It depends on when you use it.
After listening to the manager's advice, I found it much better. After a long time, we can communicate with our guests ourselves. If you don't understand these questions, you can ask the manager or other colleagues on Want Want. In the process of doing customer service, I often encounter customers' questions about whether this product can be discounted, whether it can be mailed, and so on. I also shop online myself and want to buy something affordable. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course, I won't agree to such a question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should tell each other in good faith and euphemistically, and we can't give in.
Please forgive me for telling each other that all our precious prices are sold at real prices. For the problems in delivery and the troubles brought to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied to inform them after receiving the goods.
Later, we gradually became familiar with some fabrics. It's the first time to know so many fabrics. We never knew the word fabric before buying clothes. We bought it when it looked good, and we never thought about why the price difference of the same clothes was so great. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are smaller.
When I was a customer service worker, I found it very fulfilling to sell a dress. Later, I slowly sold more clothes with skillful tone and method. Communicating with guests is an exercise in people's brain power, adaptability and speaking ability, and also an exercise in people's patience. We should take every customer seriously and let every guest return home with a full load.
At first, when I was doing customer service, I made some mistakes in communicating with the guests. For example, sometimes I promise to pack emails for guests in a daze, and sometimes I promise to reduce money for guests in a daze. Beginners often make mistakes. Under the guidance of the store manager, these mistakes have changed little by little, so that there are no such mistakes now.
The most common mistakes are sending the wrong goods, filling in the wrong courier number, and the quality of clothes is not up to standard. This writing mistake is basically a mistake that every Taobao customer service will make. These problems will directly affect the mood of companies, individuals and guests, so be careful in everything you do. Although these problems still exist, we will try our best to minimize this possibility and strive not to have these problems. When I first came into contact with the warehouse, I found that the warehouse is also a central point, and part of the customer's heart belongs to the warehouse. Being a warehouse supervisor is also a difficult position. It's the first time to make an express delivery order and check the quality of clothes for the first time. The quality of clothes is very important. If there is a slight flaw, we will be miserable. The world is big, and there are all kinds of guests. We can check the quality of clothes and be foolproof, so as to ensure the return rate of old customers. The second task of the warehouse is to check the inventory at any time. If this is not done well, we will lose many guests. Some guests just like this mode. If they don't, they won't use it. Some guests are easy-going and have changed other colors and styles, but we can't guess what the guests think. Maybe we will lose many repeat customers from here.
Summary of Tmall Customer Service Work 2 I have been doing customer service for almost three months. Because I am still a fresh graduate of the school, I have been practicing. It doesn't really matter. The important thing is that I hope I can take advantage of my internship at school to grow up as soon as possible. After graduation, you can achieve a good transformation and better take your own e-commerce road. At present, I am doing pre-sales customer service in a children's clothing store with the largest monthly sales volume in Tmall. As an undergraduate majoring in e-commerce, the school is also good. I'm still willing to start from the basics and get first-hand information for better accumulation in the future.
The work of customer service is more complicated, and the same work content is given every day. The difference is that the customers you face are changing. Today you meet a very annoying customer, and tomorrow you meet a very accommodating customer. You haven't changed a day, but the customers you chat with are constantly changing, and more customer service is lost in repeated work day after day.
On the contrary, there is actually a problem worthy of our customer service to think about. How to maximize the stability of a group of constant customers and accumulate more loyal fans for the store? These loyal fans not only need the strong support of the store's baby quality, but also need skilled communication and service from customer service.
As an online shop customer service, the basis to be done before selling is to be familiar with the various operations of Ali Want Want and the specific use of the seller's backstage. This is the foundation, so I won't say much, but there are several points to emphasize:
1. Set the verification of adding friends to Want Want. You don't need my verification to be friends. Don't refuse customers who want to add you as friends. Verification will reduce the customer experience.
2. Set up a customer service workbench, and try to remind customers of their waiting time, so as to avoid some customers who have been waiting for too long being ignored when consulting a lot, which will reduce the customer's service experience.
3. Automatic reply setting: The automatic reply setting for the first time received from the customer should not be too long, and it is best not to exceed 4 lines. Too many words will affect people's reading habits. The font size should not be too large, just 10, and the font color should not be too fancy. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. You can use two font colors in the shop.
4. Personalized signature setting: Want Want, the customer service, had better set a personalized signature, which can be the activity information of the store or the flagship product of the store, and can be scrolled. This is a good free display position, you'd better make good use of it!
5. Shortcut phrase setting: Shortcut phrase setting can maximize the reception speed of our customer service, reduce the waiting time of customers and improve the conversion rate. Some commonly used, customer frequently asked some activity information, express delivery questions, and the conclusion of the reception can be set with short sentences, which will greatly facilitate our customer service work.
In addition to the operation skills of Want Want, as a pre-sales customer service, we should also master some sales communication skills to make customers feel comfortable, put the money in their pockets into your pockets and keep saying thank you. Generally, every customer service has its own set of experience. Here I briefly mention a few points, where there is a better way, welcome everyone to give us your advice!
Don't agree to the customer's request easily. Even if his request is simple and easy to agree, customers will think we take it for granted. We are making their money, and we will probably doubt our own profits. When a customer asks for a few packages or a reduction in price, you can say to the customer first, dear, we have already made a very favorable offer. You see, we have sold so many pieces that we have never encountered such a situation. You are an old customer. Then the customer service can wait 30 seconds before replying to the customer and pretending to have applied. In fact, in many similar situations, customer service can make its own decisions. This is because you promised the customer's request again, and the customer will feel that you respect him very much and fight for his rights and interests, and generally thank you.
In fact, customer service should not only be a pre-sales consulting customer service, but also have certain after-sales problem handling ability. In addition to receiving some pre-sales consultation questions, pre-sales customer service will inevitably deal with some after-sales problems, not to mention returning goods, such as other problems, such as missing parts by express delivery, sending the wrong goods, and sending less. Before sales, we should generally help customers with the help of colleagues, calm customers' emotions as soon as possible, and actively solve problems. Customer service should not explain too much to avoid solving the problem. If customers have problems, they will come to you to solve them. If you explain too much, customers will only think that you are shirking your responsibilities. Customer service can explain the process and other aspects to the customer a little, and then say sorry to the customer. I'm sorry if the topic changes, we'll solve the problem for you right away.
The focus is on how to solve the problem, what we will do and what customers need to do. Ordinary customers will understand when they see your attitude of actively solving problems. When I was working, a customer came up to me and asked me, why don't you exchange it for me? As soon as I read the comments, the order has been almost 20 days, and the warehouse has received the goods for almost half a month. Speech exchange is out of stock. Maybe the customer didn't receive the phone call when he was notified, so he put the problem aside and the transaction was successful. At this time, I first explained to the customer the reason for not replacing the goods in a few words, and then told the customer not to worry. Even if the transaction is successful, I will immediately notify the warehouse to verify the package you sent back and transfer all your money. At this time, customers will feel safe and then talk about clothes. Another style is beautiful and the size is right. The customer immediately took some clothes and said thank you when he left. In fact, this kind of problem, the main problem is still on us, the replacement is out of stock, the notice has not been put in place, and it needs to be continuously improved in the future work.
Summary of Tmall Customer Service Work 3 Whether the product is expensive or not has little to do with the product itself, but has something to do with the customer's self-judgment. He thinks that the value is not expensive, or it is expensive. Therefore, excellent customer service, he will not be in a hurry to bargain with customers. He will ask the customer, "Why do you think it is expensive?" Although it seems simple, it is very learned. The purpose of asking questions is to discover the customer's values. Listen to his answer and see what kind of customers the above four reasons belong to. If he says I didn't buy it so expensive before, it belongs to the second category; If he says that other people's products are not so expensive, it belongs to the fourth category; If he says it's so expensive, where can I afford it? Maybe it belongs to the third category; If the customer can't tell the specific reason, then most of them belong to the first category.
When the customer service knows the customer's resistance, it will naturally know the answer he needs. Because the question is the answer, as long as the customer service has enough reasons to explain that the price of the product meets the price that the customer wants, they will naturally accept it easily. So for products with large price fluctuations, customer service can ask him: "Do you think it is not expensive?" Of course, before asking this sentence, we must shape the value of the product. Then, we can ask customers what prices they can pay and accept, and find the trading point.
What if the product itself cannot be reduced in price? Customer service must give him a reasonable explanation. It can also be said from the following aspects: first, the company stipulates that prices cannot be reduced; The second is that single products cannot be reduced in price; The third is that customers are equal and cannot reduce prices; The fourth is that value for money cannot be reduced. Fifth, on the premise of not sacrificing price, increase added value and meet customer needs.
Therefore, an excellent customer service, if the customer makes concessions, will say, "I understand how you feel. Of course, everyone wants to buy products at the lowest price. " Don't worry, we sell n servings of such delicious chocolate every day, and the price has never been reduced. And we have perfect packaging services and consumer protection support, so that you have no worries at all. If the price is reduced, firstly, if the boss doesn't allow it, I will post money from my salary for sale at a reduced price; Second, the sales are unfair. Our products have been sold at a uniform price. You should give your customers a step down and face. Make him happy, reassure him, and make him feel worthwhile. Customers naturally don't bargain.
Tmall customer service work summary 4. At work, customers consult the efficacy and usage of products and some common sense related to beauty. Through the brewing and accumulation of beauty knowledge some time ago, the knowledge about beauty has been improved. Questions in this area can be answered quickly, which improves the response speed. When you encounter a question you don't understand, you will search for the answer on Baidu when you have time, and organize it into a document. You can reply quickly when you encounter similar questions next time. Reflect the professionalism of customer service.
In communication with customers, I often use facial expressions to give customers a feeling of warm service, which is better than some time ago.
I tried to recommend some products to customers. Before recommending products to customers, I will ask customers if they have any needs in this area, or ask customers which skin care products are usually useful. Do you want to bring a bottle this time? If the customer accepts, I will introduce the product function in the next step and recommend the customer to buy a set meal. Not all customers accept the recommended products. Some customers will politely refuse, and they don't need it for the time being. Some customers will simply go offline and ignore customer service.
There are more after-sales this week than some time ago. When you meet after-sales customers, first of all, let them not worry. Shopping here is guaranteed. We should help customers solve problems from the customer's point of view.
Let the customer feel that your attitude is sincere, you are trying your best to help him, and the customer will not be too hard on you. After all, people are all fleshy.
Tmall customer service work summary: 20xx years of work has ended. With the unremitting efforts and persistence of all the staff, the task has been basically completed. Specifically divided into the following aspects:
1, improve service quality.
First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, the construction is carried out from the aspects of customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and mutual inspection of stores and self-inspection of departments are implemented. The service office leads the team to conduct joint on-site inspection twice or three times a week, and issues a notice of rectification of on-site inspection according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be responsible step by step and classified management (service office level → department level of each commodity department → monitor level →
Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. The service office replaced the service quality tracking cards for all employees and established service management files for all employees. For employees who violate discipline for more than six times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and comprehensively improve service quality, thus creating the best service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.
2. Receiving and handling customer complaints.
During this year, we have used departmental regular meetings or communication meetings, special training and other forms to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, processing results, floor reception, records and other aspects. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved.
In 20xx, the Service Office received 37 complaints1piece (quality: 224, service: 9, comprehensive:13, emergency: 7). In dealing with emergencies, we renewed the insurance agreement with the insurance company-third party liability insurance (premium *).
3. The scope of personnel management inspection is comprehensive and institutionalized.
Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.
4. In the five major supermarkets, the inspection system is strict, and it is proposed that the inspection focus should be on the floor.
Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In 20xx, the service office inspected the store and found that 5,823 employees were dealt with in violation of discipline, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.
5. The business skills and professional level of the manager on duty.
We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department is the trainer. We make use of our weaknesses and make up for them through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and the ability to handle customer complaints, and further improve the self-monitoring and self-management mechanism.
6, silver shop work.
In the specific work, the service office cooperated in personnel recruitment and training according to the unified arrangement of the company. I taught the course of business service specification, which lasted more than 20 class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always handle problems with customer satisfaction and provide customers with the service of "as good as you want".