Time flies and flowers bloom and fade. The work of the new year is waiting for us, and we should consider the year-end work summary of Taobao customer service. Use the year-end summary to sort out the growth and gains of this year's work. In order to avoid Taobao customer service's year-end summary from following the crowd, what aspects can be written? Considering your needs, I have specially compiled "{Taobao Customer Service Year-end Work Summary Personal 2022 (Collection of 6 articles)}". You are welcome to read it for reference. Taobao customer service year-end work summary for 2022 (Part 1)
I worked as Taobao customer service for a year. I was previously responsible for marketing and sales. Later, I switched back to the Taobao industry, and I have clearly understood my life goals. , for people like me who have low academic qualifications and qualifications, it is very clear to choose this industry. As a customer service officer, from time to time I feel the same boring and cumbersome feeling as others, but every time I get the recognition and exaggeration of the service quality from customers, the boring and cumbersome feeling in the early stage has been eliminated. converted into value. To be a qualified or successful customer service officer, you need to be patient, careful and united, and strive to be the best. I believe it will enhance your own value. Now I am in charge of transfer promotion, and I am also responsible for this aspect of work. I hope to communicate with people who have experience ***.
1. Reception
Face every customer who comes for consultation sincerely, and use a friendly attitude and smiling face to let customers feel your sincerity.
Answer the questions raised by customers quickly and accurately, and try not to keep customers waiting for too long. Don’t jump to conclusions about questions you don’t understand, and ask for internal confirmation before answering the customer! Don't be arrogant and exaggerate about product functions, etc., so as not to make customers feel disappointed after receiving the goods.
2. Notify payment Suggestion A to write an information notice: "Dear, we have placed an order^^, the system will keep the order for 3 days, it is recommended that you pay at your convenience, such as If you have any questions, you can contact our online customer service at any time. "B Telephone notification: Be sure to use polite words to avoid misleading calls. Understand the reason for non-payment first, and then make payment. Our brand can be properly promoted, firstly to consolidate payment, and secondly to deepen the impression of the brand. For example, "It's rare to visit our home. Thank you very much for your support. The purchase price now is our trial/special price, but our quality is also guaranteed..."
3. Return visit/message transaction successful For the next order, I suggest you write some targeted messages in Want Want. For example, this time we are clearing out: "Dear, now in our store clearance event, we have a discount of 30% off. Except for the special price, all other products are discounted when you spend 100 or more." 20 activities, you are welcome to come and buy! "If there is no movement, we will take other measures: such as calling back from old customers! It is recommended to call back for after-sales questions. Also, every time I sell a special clearance product, I will give you some warm reminders: "Let me make it clear to you first. Our special clearance items are all clearance items. We will try our best to exchange them within the scope of exchange, but it is not suitable to return them." Minimize after-sales work as much as possible.
4. Register friends’ information to complete orders more quickly and provide more attentive service. For all customers who are added as friends, I will register the customer’s information: height, weight in the friend’s notes or in the backend order. and purchasing information. "I have added my friend as a friend. My height/weight and clothing information have been registered. Please remember to contact Xiaoqing when you consult next time. I will provide you with considerate services." In addition, you can learn more during the consultation. Which brands do customers usually wear and their consumption levels are analyzed for recommendations!
5. Register daily diary
A. For customers who need to be notified when they are temporarily out of stock or new models are on the shelves, create a document registration: ID, style number that needs to be notified, code number, etc. For relevant information, customers will be notified by phone as soon as possible after the goods arrive. For new models, concise language can be written to uniformly notify customers to purchase.
B usually has orders that need to be tracked, such as the logistics information is unclear, or the goods are out of stock and have not been shipped, and the person who has left a message cannot be contacted.
6. Check
Every day, we will plan to refresh it the day after tomorrow to understand the sales situation.
After listening to the store manager’s suggestion, I found that this was much better. As time went by, we were able to communicate with customers ourselves. If we didn’t understand something, we would ask the store manager or other colleagues on Wangwang.
When I was working in customer service, I often encountered problems from customers asking whether this item can be given preferential treatment, free shipping, etc. I myself also shop online and think about it. I understand that buying at an affordable price can understand the customer's mood, but my position is different now. I am no longer a shopper but a seller. Of course, I can make transactions without preferential treatment. I want to be able to make transactions without preferential treatment. If the transaction is concluded under such circumstances, of course I will not agree to such issues. Once the customer gives in, the customer will think that there is more room for counter-offering. Therefore, in response to such issues, I think the attitude should be kind and tactfully inform the other party that no preferential treatment is allowed. . We must inform the other party that all the prices of our treasures are sold at real prices. Please understand that if there are problems in the delivery and cause trouble to customers, then the only way is to apologize, admit mistakes, and pretend to be pitiful in front of customers. Most people are soft-hearted, and I have experienced this personally. However, customers are basically very understanding, and they are very satisfied after receiving the goods.
Later on, we gradually became familiar with some fabrics. It was the first time we were familiar with so many fabrics. I had never heard of the word fabric when buying clothes before. I just bought whatever looked good and never went there. I wonder why there are so many different prices for the same clothes. Now I finally know which fabric is better, which fabric is breathable and elastic, and the prices of different fabrics are different at a glance. Now I have a general understanding of the clothes in the store, and I know We know which store the goods are from is too small and which store is too large, and recommend clothes to customers according to the appropriate size.
When I first worked in customer service, I felt a sense of accomplishment after selling a piece of clothing. Later, I gradually used a skillful tone and method to sell more clothes. Communicating with customers is an exercise. Brainpower, adaptability, speaking skills, and at the same time temper people's impatience. We must treat every customer with care, so that every customer can be excited and return with a full load. When I first worked in customer service, I made some mistakes when communicating with customers. For example, sometimes I vaguely agreed to give customers free shipping, and sometimes I vaguely promised to give customers a certain amount of money. There are often mistakes made by novices. With the guidance of the store manager, these mistakes have been changed little by little, so that such mistakes have not disappeared now.
The most common mistakes are sending the wrong goods, filling in the wrong delivery order number, and the quality of the clothes is not up to standard. These mistakes are basically made by every Taobao customer service. These problems will directly affect the company. , personal and guest mood, etc., so we must be careful when doing anything. Although these problems still exist, we have tried our best to minimize the probability and strive to ensure that these problems will not disappear. .
When I first came into contact with the warehouse, I realized that the warehouse is also a central point. Part of retaining the customer's heart belongs to the warehouse. Being a warehouse supervisor is also a difficult position. The first time I place an express delivery order, the first Check the quality of the clothes after the first shipment. The quality of the clothes is very important. If there is a slight flaw, we will be in trouble. The world is big and there are all kinds of customers. Check the quality of the clothes and make it foolproof. Only in this way can we ensure the satisfaction of old customers. Return rate, the second biggest task of the warehouse is to check the inventory at any time. If we don't do this well, we will lose many customers. Some customers just like this product and will not want it if they don't have it. Some customers are more easy-going and change to other colors. and styles, but we have no way of guessing what the customers are thinking. Maybe a lot of repeat customers have been lost from here. As for the warehouse, the inventory is sorted and updated at any time, and the quality is checked to ensure nothing goes wrong. This means that the warehouse cannot have the slightest error. difference.
The first time I organized inventory, I found that it was really a physically demanding job. I came here and experienced too much for the first time. I sincerely thank you for the opportunity and careful education. The first time I looked at clothes online, the first time I communicated with customers, the first time I became familiar with the fabrics of various clothes, the first time I understood the different styles of clothes, the first time I called a customer, the first time I made a mistake, the first time Inspecting goods, delivering goods, selling products for the first time, learning to buy treasures online for the first time, learning about express delivery companies for the first time, hearing the names of so many places for the first time, and cooking for the first time, hehe, too For the first time in too many years, I really found that I learned a lot. I put everything I learned into use. I have never been sensitive to things I have not been exposed to. I like to challenge myself and get better and better. It's a novel thing. The more interested I am, the more I want to try it. Even if I don't know it at all, I don't understand it. I won't regret it if I fail. Failure is the mother of success. You can't succeed in one go. You need to rely on many things to succeed. Despite the hardships, strong will and optimistic and enterprising heart, I will definitely win. Don’t give up, don’t shrink, don’t give up halfway, persist to the end, and believe in myself as my motto.
I always remind myself that our colleagues have a reasonable division of labor and are optimistic about helping each other when we are busy. We are all very good partners and work in such a harmonious and pleasant environment. It's really a happy thing. Let’s talk about our shopkeeper again. Her familiarity with online sales really surprised us. She would tell us all her experiences and never hold anything back. She taught us a lot about Taobao and learned a lot. . Taobao customer service year-end work summary personal 2022 (Part 4)
Over the past year, with the care of leaders and colleagues, I have a better understanding and basic grasp of the responsibilities and content of Taobao customer service work, and have begun Officially took up the post. Now I will make a phased summary of the work (study experience), the main content of the work and the problems that have arisen in the work, so as to serve as a reference and preparation for constantly improving my work in the future.
First of all, it is the link and bridge between the store and customers. A qualified customer service must first be careful, responsible, honest and enthusiastic to receive every customer. Secondly, you must have good language communication skills, so that customers can accept your products and ultimately conclude a transaction. Thirdly, as a customer service officer, you must have sufficient understanding and familiarity with the products in your own store, so that you can provide customers with more shopping suggestions and answer customers' questions more completely.
In this year’s work, I have clearly become aware of the responsibilities and importance of my job. I am also constantly learning how to improve my work skills at work. Although I have no relevant work (experience) before, I hope to learn from scratch and strive to become a qualified Taobao customer service officer as soon as possible. The following is a preliminary analysis of my pre-sales shopping guide, in-sale customer service, and after-sales service work. The first is the pre-sale shopping guide.
The importance of pre-sales shopping guide is not only that it can answer customers’ questions, but also that it can guide customers to purchase, facilitate transactions, and increase the unit price. Pre-sales communication generally includes greetings, inquiries, recommendations, price negotiations, saying goodbye, etc. In terms of greetings, no matter whether Wangwang is online or in (other) status, automatic reply is indispensable.
Automatic reply allows us to respond quickly and on time, allowing customers to feel our enthusiasm. At the same time, adding our store name to the automatic reply can strengthen the customer's impression. In addition to automatic replies, you should also reply to ask customers what they need to care about. In terms of asking and answering questions, no matter what the situation is, remember to follow Wangwang to show which bag the customer is paying attention to in the store, open the corresponding page, and always be ready to answer any questions raised by friends.
In the negotiation process, a person's communication level and negotiation strength are particularly tested. How can we deal with customers wonderfully, not only maintaining the price fortress but also making customers feel that our price is the lowest? It is really impossible. Furthermore, this requires you to constantly learn and improve your communication skills at work. The farewell steps are also essential. Whether there is a deal or no deal, we must maintain a unified and enthusiastic attitude towards every guest.
Taobao customer service year-end work summary 2022 (Part 5)
Time is in a hurry, and 20xx is about to leave in a blink of an eye. Looking back on the past 12 months, I really have mixed feelings. There are too many things to summarize, so I will briefly summarize the work of the past year as follows:
By chance, I worked in Taobao customer service. Unknowingly, it has been more than half a year, and it feels like time flies very quickly. , sit for a day, a week, or a month and then it’s gone. Sometimes it feels good and there is nothing to do, but it feels too boring. But I really learned a lot, and the people I met were also very interesting, because the buyers come from all over the world.
On the first day of work, Wangwang was busy, but no one talked to me. I read the information repeatedly and became familiar with the products, but it seemed that I couldn’t remember it deeply, and I still didn’t know where to start when I encountered problems.
When I was working in customer service, I often encountered problems from customers asking whether this item can be given preferential treatment, free shipping, etc. I myself also shop online and think about it. I understand that buying at an affordable price can understand the customer's mood, but my position is different now. I am no longer a shopper but a seller. Of course, I can make transactions without preferential treatment. I want to be able to make transactions without preferential treatment. If the transaction is concluded under such circumstances, of course I will not agree to such issues. Once the customer gives in, the customer will think that there is more room for counter-offering. Therefore, in response to such issues, I think the attitude should be kind and tactfully inform the other party that no preferential treatment is allowed. .
We must inform the other party that all the prices of our treasures are sold at real prices. Please understand that if there are problems in the delivery that cause trouble to customers, then the only way is to apologize and admit the mistake. Pretending to be pitiful in front of customers usually makes people soft-hearted. I have experienced this myself, but customers are basically very understanding and will be satisfied to inform them after receiving the goods.
Later on, we gradually became familiar with some fabrics. It was the first time we were familiar with so many fabrics. I had never heard of the word fabric when buying clothes before. I just bought whatever looked good and never went there. I wonder why there are so many different prices for the same clothes. Now I finally know which fabric is better, which fabric is breathable and elastic, and the prices of different fabrics are different at a glance. Now I have a general understanding of the clothes in the store, and I know We know which store the goods are from is too small and which store is too large, and recommend clothes to customers according to the appropriate size.
When I first worked in customer service, I felt a sense of accomplishment after selling a piece of clothing. Later, I gradually used a skillful tone and method to sell more clothes. Communicating with customers was an exercise. People's brainpower, adaptability, and speaking skills also temper people's impatience. We must treat every customer carefully so that every customer can be happy and come away with a full load. Taobao customer service year-end work summary 2022 (Part 6)
The work of customer service is relatively cumbersome. The work content is the same every day. The difference is that the customers you face are changing. Today you encountered a very annoying customer. As a customer, tomorrow you will meet a customer who is very easy to talk to. You will not change day by day, but the customers you chat with are constantly changing. More customer service personnel are lost in this repetitive work day after day.
On the other hand, there is actually a problem that our customer service staff should think about: how to maximize the stability of a group of unchanged customers and accumulate more loyal fans for the store while remaining unchanged every day. , these loyal fans not only need strong support from the store's product quality, but also need highly skilled communication and service from customer service.
As an online store customer service, the basic thing to do before sales is to be familiar with the various operations of Aliwangwang and the specific use of the seller’s backend. This is the foundation, so I won’t go into details, but there are a few things that need to be done. Let me emphasize;
1. Set your Want Want friend verification to add you as a friend without my verification. Don’t turn away customers who want to add you as a friend. Verification will reduce the customer experience.
2. When setting up the customer service workbench, try to set a reminder of how long a customer has to wait to prevent customers who have waited too long from being ignored when the volume of inquiries is large, thereby degrading the customer's service experience.
3. Automatic reply settings: The automatic reply settings for the first time you receive a customer should not be too long. It is best not to exceed 4 lines. Too many words will affect people's reading habits. The font should not be too large. A size 10 font is fine. The font color should not be too fancy. It is taboo to include multiple colors in a paragraph. Generally, two colors are acceptable, but don’t give people a chaotic feeling. Two font colors can combine the store’s express information. and activity information are highlighted in two colors of fonts, making it easy to see at a glance.
4. Setting of personalized signature: It is best for customer service to set a personalized signature. The content can be the store’s activity information or the store’s main products. It can be scrolled and played. This is a good idea. ’s free placement, it’s best to take advantage of it!
5. Setting of shortcut phrases: The setting of shortcut phrases can maximize the reception speed of our customer service, reduce the waiting time of customers, and improve the conversion rate. You can set shortcut phrases for some commonly used event information, express delivery questions, and reception closing remarks that customers often ask about, which will greatly facilitate our customer service work.
In addition to Wangwang’s operational skills, as a pre-sales customer service, you also need to master some sales communication skills to make customers feel comfortable, put the money in their pockets into your pockets, and keep talking. Say thank you. Generally, each customer service has its own set of experiences on this point. I will briefly mention a few points here. If there are better methods, please feel free to enlighten me!
Don’t agree to a customer’s request easily. Even if his request is very simple, if you agree easily, the customer will think that we are taking it for granted. We are making their money, and they are likely to doubt our profits. When a customer asks for free shipping or reduced price by a few dollars, you can first tell the customer, dear, we are already offering a very good deal. You see, we have sold so many pieces, and we have never encountered anything like this. In this case, since you are an old customer, you almost get free shipping. Let me apply for it. Ordinary customers don’t get this kind of treatment? Then the customer service can wait 30 seconds before replying to the customer and pretend that he has applied. In fact, in many similar situations, the customer service can make the decision on his own. If you agree to the customer's request, the customer will feel that you respect him very much. If he fights for his rights, he will usually thank you very much.
In fact, customer service should not only position itself as a pre-sales consulting customer service, but also have the ability to deal with certain after-sales problems. In addition to receiving some pre-sales consulting questions, pre-sales customer service also It is inevitable to deal with some after-sales problems, not to mention general returns and exchanges, as well as other problems such as lost parts, wrong goods, missing shipments, etc. Before sales, we generally have to face customers with the assistance of colleagues. , appease customers' emotions as soon as possible and proactively solve problems. Customer service should not explain too much and avoid solving the problem. When customers have problems, they come to you to solve the problem. If you explain too much, the customer will only feel that you are evading responsibility. Customer service can give the customer a few explanations. Process and other aspects, and then say sorry to the customer, sorry, the topic has changed, and we will immediately cut to the chase and we will solve the problem for you immediately.
Next year’s work plan
1. Think more and understand the psychological needs of customers.
2. Use your free time to learn some Taobao promotion techniques and marketing methods.
3. When customers inquire about some information about products, they should use civilized language and be polite to customers, convey a harmonious chat atmosphere, and let customers feel the sincerity of the seller.
4. If you encounter problems at work or have good suggestions or ideas, it is best to record them.
Of course, the above points are far from enough. I will also observe more and take more actions in my future work.