In the past year, I was very lucky to join the _ _ _ company. With the care of my leaders and the help of my colleagues, I have made some progress in all aspects and completed my work well. This work will be briefly summarized as follows:

First, continue to strengthen study and further improve quality.

Having good product knowledge and professional quality is the prerequisite and necessary condition for doing a good job. Over the past year, I have always put learning in an important position and strived to improve my overall quality. First, focus on learning product knowledge; The second is to learn the relevant rules and regulations of the e-commerce department; Third, under the guidance of predecessors, learn the working skills of e-commerce in practice and pay attention to collecting relevant information. Always listen carefully to the speeches of company leaders at various meetings, draw nutrients and gain a lot; The fourth is to learn from colleagues with high theoretical level and strong business ability as much as possible, and strive to enrich themselves, enrich themselves and improve themselves. It can be said that in this year, from the initial interest-oriented entry to the present, I can handle some things independently and always maintain a strong interest in this job.

Second, work hard and do essential work.

My main job is customer service, and the complete workflow can be reflected in understanding the store situation, understanding the product information on shelves-customer reception-order processing-after-sales processing and evaluation management. In the early stage, it was used to collect commodity network information on Taobao platform. Customer reception can be said to be a relatively important link, and it is the direct window of our product information output. In this year's practical operation, I adhered to the attitude of detail, constantly summed up my daily work, improved my communication skills, and gradually formed a daily work system by referring to some excellent examples and experience sharing, constantly updating my work skills and checking for missing parts. At present, we have mastered the efficient methods of order processing and statistics in the process of order fulfillment and after-sales processing, which can effectively solve the common problems in after-sales problems. For rare complicated and thorny problems, we can look at them at the first time, see how our senior colleagues handle them, and ask about the details of related production and sales, and we can solve them independently when we encounter similar problems again.

Third, the shortcomings to be improved.

I gradually grow up and mature in my study and work, but I know that I still have many shortcomings, which will become the focus of improvement at the beginning of the new year.

1, good at communication and coordination, and gradually improve their theoretical level and professional ability.

2. Overcome the impatience of youth, be down-to-earth, improve work initiative, improve time utilization, be not afraid of many things, be not afraid of small things, and improve yourself in practice. 3. Proficient in professional skills, diligent in observation and summary, and try to standardize, digitize and visualize the work summary.

The second article is a summary of the annual work of e-commerce customer service.

I have been a customer service worker for almost three months. Because I am still looking for a summary network at 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 unchanging 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 set up reminders of customers' waiting time, so as to avoid some customers who have been waiting for too long being ignored when the consultation volume is large, and 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 should not exceed 4 lines. Too many words will affect people's reading habits, and the font size should not be too large, just 10. Don't be too fancy in font color. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. Two font colors can express the store.

4. Personalized signature setting: Want Want Customer Service has 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, make good use of it!

5. Shortcut phrase setting: Shortcut phrase setting can improve 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 responsibility. Customer service can explain the process 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.

The third chapter is a summary of the annual work of e-commerce customer service.

When Taobao customer service has been one year, the end of the year, if there are too many things to sum up, I simply summarize them as follows:

First of all, try to adapt to the job requirements of Taobao customer service.

E-commerce is my major, and I have always had a strong interest and hobby in e-commerce, especially online marketing. When I first entered the company, the number of orders for seat covers was very small. With the attention of the company, the support of the development department and the instruction of the supervisor, I focused on the renovation of the store, price adjustment, especially a lot of publicity and promotion, and finally received the first order on the 20 th day of coming in and gave me a lot.

Second, strive to do a good job in Taobao customer service.

I have been telling myself to vigorously promote stores, so that our stores and products can stand out from a large number of Taobao stores and competitors and be searched by others, so I have done a lot of work, such as making links to other stores, collecting blogs, posting by Weibo, keeping diaries and other promotions, and those promotions are all fruitful. We use the platform of through train promotion, taobao guest promotion and distribution to make our sales more and more objective. With the participation of taobao guest and distributors, our team has grown. We have changed from a few people to a big sales team. Relying on their strength, we received more orders, and now they are beginning to have orders. It is a gratifying phenomenon to watch the order volume of our store increase gradually. As long as we sum up more and find a better way to promote it, it will definitely sell better. And taking more orders and creating more profits for the company is my main goal in the future.

Third, the main content of Taobao customer service

1, familiar with the product, understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently.

2. Receive customers. As mentioned above, how to recruit online shop customer service has already been mentioned. As a customer service guide, we should be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store.

There are two main ways to realize customer reception. One is to communicate with customers by using instant messaging tools such as Ali Want Want and QQ. The other is to answer customers' calls. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like Wangwang.

3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now, it is very convenient to synchronize the inventory data on the page by using the special browser for Taobao sellers: Indiana Jones, an online shop.

4. The customer sends a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.

5. Modify the comments. Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed. Under normal circumstances, the default is to use a small red flag as a note, and write the reason for the modification, the manual number and the modification time in the note, so that the modified place can be seen at a glance, and the online store housekeeper can directly grab it when placing an order.

6. Delivery notice. After the goods are delivered, sending messages to customers by SMS to tell them that the package has been delivered can also increase customers' goodwill towards your store. For customers who have not paid for the goods, if they want to go online, they can send a message to customers in the afternoon saying that the order will be closed soon. If they pay now, they can deliver the goods today. It's called a reminder. For customers, some customers may forget to pay after placing an order, and then forget it slowly. Please remind him a little, remind him. In this case, it is equivalent to pulling another customer. For those customers who don't intend to buy, but just take orders on impulse, they can close the order manually, although Taobao system will automatically close at that time, which is convenient for other colleagues to work. The order of repetition is similar to this method. The key is to contact the customer and ask about the purchase intention.

7. Cash on delivery order processing. It's a good thing for sellers to open the function of cash on delivery on Taobao, but many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, the price is more expensive than that on the website, and they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the courier, but if the customer thinks you are cheating him, you may lose a group of customers, so. If the buyer agrees to cash on delivery, he can inform the colleague who placed the order to deliver the goods, otherwise he needs to place a new order. I am deeply touched by this. When cash on delivery first came out, we found that the rejection rate of cash on delivery was very high, so later we asked the customer service to call the customer to confirm that although the phone bill was overpaid, the implementation proved that the rejection rate of non-express factors was zero under normal circumstances.

8. Customer evaluation. Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.

9, bad review processing. Many friends are crying because of this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. If you find bad reviews, communicate with customers quickly and see what causes them. Customers don't give you bad reviews for no reason. Understand the situation first, then solve the problem. Ordinary customers will give you a revised evaluation. For some buyers who get improper benefits from malicious comments, customer service should pay attention to collecting information so as to collect evidence for subsequent complaints.

10, related software learning. For example, the store manager mentioned above or Taobao Store Edition and other store management tools, with the help of auxiliary tools, improve work efficiency.