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▼ Taobao customer service internship summary the first article:
During the one-month internship, with the care and support of my boss, with the enthusiastic help of my colleagues and through my own continuous efforts, I quickly adapted to the environment and work. At the same time, I gradually became familiar with some operation processes and some Taobao software in Taobao background, and studied while working. My work practice has enabled me to make continuous progress and communicate with customers better and better. My boss and colleagues are very sure of me.
At the same time, my own ideological understanding has also been greatly improved. This job gives me a strong sense of responsibility, because a little negligence of employees will lead to complaints about the company's stores, and the image of the stores will be damaged. The following are some of my internship experiences:
In terms of workflow. Always be optimistic, solve customers' problems quickly when taking orders, and don't bring personal feelings into your work. When you make a phone call, you must be clear-headed, warm and sincere. No matter how you feel, you should not be rude to customers, and let them know that we are sincere in solving this problem. At the same time, we should pay attention to what customers say, and we should not rashly answer customers about uncertain things, let alone make promises to customers, or say things according to our own subjective consciousness. For example, the seemingly small problem of the style of shoes, many customers will complain and have bad reviews because of your vague words (this happened during the internship). A "desperate" customer left a message in the communication area of the company's store, saying, "I don't buy online many times, but I am no stranger to online shopping, but from online shopping to now, I have never met a seller like Little Lion. You are like God, with such customer service. Therefore, when recommending or promising to customers, we must first understand the customer's information and pay attention to the customer's consumption records. At the same time, we should be familiar with our products, because when introducing the styles, sizes and colors of shoes to customers, we should give them some professional answers.
In terms of colleague relations. Stepping into society, we deal with all kinds of people. Because of the interests and busy work, many times colleagues will not care about you like classmates. Therefore, for us who have just left school, we are often unable to adapt. Even so, if you want to integrate into this team quickly, you should take the initiative to communicate with other colleagues, talk less and do more, listen to others' opinions and respect others. If colleagues don't understand, take the initiative to help patiently. If you don't understand anything, you can consult your colleagues humbly and communicate frequently. Maintaining a harmonious relationship with colleagues is also necessary for on-the-job personnel. After all, we are a group. During this period, I deeply realized the importance of communication with people, especially the practical application of customer relationship course.
In study. At school, teachers always emphasize the need to cultivate self-study ability and broaden their knowledge. Only when we have a wide range of knowledge can we have chips to talk with others. Only after I came out for internship did I deeply understand the teacher's good intentions. As a customer service post, I usually only take orders at work, call to handle some complaints and unprocessed orders, and hardly use my professional knowledge. However, when paying a return visit to customers and dealing with some problems, it is definitely not enough to rely solely on the origin. We should constantly learn and accumulate and enrich ourselves.
Psychological quality. Taobao has everyone, and anything can happen. Without good psychological quality, it is difficult to be competent. The psychological quality here refers not only to one's own psychology, but also to the ability to gain insight into the buyer's psychology. It is very important to grasp the buyer's heart and understand the buyer's thoughts and motives at any time. This requires customer service to have keen insight and analytical ability to guide the success of the transaction, such as bargaining, which is actually what any normal person would think. This has become the habit of property buyers. Don't find others difficult. At this time, you can make the buyer accept it in a euphemistic tone, instead of saying "our goods don't bargain"!
In terms of service attitude. Attitude can decide everything, it is no exaggeration. As a customer service, attitude is very important. Because both buyers and sellers trade in a virtual environment, the whole process can only be carried out through verbal communication. The attitude of customer service will give the buyer the most direct impression, which is the key factor to decide whether the buyer is willing to buy. No matter what the situation, we should remember that "the buyer is God", don't neglect any buyer, and take the initiative to solve our own mistakes.
I feel really lucky to have such internship experience before graduation, which is good for myself now and myself in the future. Here, I can have the opportunity to deepen my professional knowledge of shoes through practice, and I can also deepen my understanding of Taobao's operation process through this internship, and learn how to apply what I have learned reasonably to actual operation, so that I can fully realize the necessity of teamwork, hone my will and get real exercise. I have learned many principles and methods to treat people, be kind to others and encourage myself at all times, so that I can always maintain a good attitude of self-improvement! However, during this internship, I also found that I have many shortcomings, such as my professional knowledge is not solid enough, my knowledge is not broad enough, and I lack practice. I can't correctly apply my theoretical knowledge to practice. For example, the course "Customer Relationship" needs skills when communicating with customers, and how to say the opening remarks can make customers continue to listen, but the course "Customer Relationship" can be well interpreted. I hope I can continue to learn new knowledge in my next study and practice. At the same time, I also hope that I can learn the course of customer relations well in the next session, participate in more activities during my college years, accumulate some practical experience and broaden my horizons.
At this moment; When I am about to graduate, the deepest feeling is that no matter where I start or what kind of work I am engaged in, it is very important to be careful and practical.
▼ Taobao customer service internship summary Part II:
During the ten days of internship in Meng Jie, my post was Taobao Customer Service, and the customer service number was t28. In fact, during the three-day training, I also learned about two other positions, registration and picking goods. Because I am a self-taught person, I don't know what to do during training, so I have done all three jobs, but I have been a customer service worker for a long time, so I feel a lot.
Time flies, I still remember that Director Fang told us that our class was going to practice. We are filled with joy. Now we have returned from our internship in Meng Jie, and half a month has passed. In the past half a month, I have gained a deeper understanding of the post of customer service, and at the same time, I have increased my confidence in entering the society in the future, and I have a deeper understanding of myself and a more thorough understanding of my ideological consciousness.
In fact, the work of customer service is very simple, monotonous and casual. Why do you say that? Maybe I haven't really touched the core of customer service in Meng Jie's online shopping department. Now let's briefly talk about my work on the basis of my superficial knowledge! The first thing to do when you go to work is to surf the Internet and log in to Want Want, your customer service, and then open the homepage of the store to see what new plans and activities the planning department has, to understand what preferential strategies customers have to buy and some questions they will ask, and then chat with customers on Want Want, to be more precise, to solve problems they don't understand (including answering product knowledge, price issues, logistics issues, etc. This is the whole work of our ten-day internship as a customer service post.
We often meet boring customers online, and we are often asked some stupid questions or questions that we can't answer, but customers are God. This is really a real online experience. Because there is no face-to-face communication, the purchase process is more difficult, so our tone must be very sincere and polite. No matter what customers say, ask and ask, we should use 200% patience and good service attitude to make them feel that they are God. You think I am a qualified customer service staff, but as far as I am concerned, I have devoted my enthusiasm. Even though I was wronged online, I kept explaining and apologizing to my customers. Even if I'm not the reason why he's angry, I'm very stingy with my colleagues to scold customers for their difficulties and idiots. What I want to say is that, despite this, I have taken my patience to answer and recommend for every customer. Because I want to study,
In fact, when the initial training and activities didn't start, we were not so tired, because in my opinion, the questions raised by customers can still be solved within my ability, and I am very happy to help them with my own ability, but after the third anniversary of Taobao, I really felt a little overwhelmed, because before and during the activities, customers still held the most basic courtesy, that is, consultation, but after the activities, When they can't find the delivery information of what they bought, this anger will be felt on us little by little, especially when customers have bought things for half a month and haven't seen any signs of delivery after half a month. I think any one of them is in a bad mood when questioning the store with this mentality, and we are the direct entrance for them to understand the situation, just like the frontline soldiers in the war, whether it is shelling or bullets, they always hit us at the first time.
Why does customer service often emphasize the attitude of asking for service? In my opinion, the attitude of customer service directly determines the sales volume of the store and the influence of the brand it represents. Look at the online stores or shopping malls on Taobao. There are many comments about which stores have poor customer service attitude. Basically, what they see is whether the quality of the baby satisfies the buyer, and whether the logistics speed and attitude satisfy the buyer. What's more, the customer service attitude of this store is very good and patient, and then they will pay attention next time, so it seems that anyone can do the customer service position, which is dispensable. However, standing in the front line of sales is also a crucial position. No matter how good the store activity planning is, no matter how favorable the price is, there is no good service attitude, and customers can't be retained. Now whether offline or online, you are not the only one in the same industry. Consumers' mentality of buying everywhere virtually raises the requirements for shops. Many times, they can enjoy satisfactory service, even if there is a little flaw in what they buy, but you can tolerate it.
In fact, sometimes I feel that doing customer service is also very simple, mainly reflected in:
1, service attitude (whether the reply is timely, whether the reply attitude is polite, even if the customer scolds you, you can't say aggressive language to you, but you can't show your face to the customer online, and the service language must not promise the customer, otherwise it will become the reason and excuse for the customer to find trouble)
2, service professional (when asking you questions, you must answer that you don't know, don't understand, don't want to, don't understand, etc. No matter what kind of questions you ask, you can't ignore the customer.)
Be sure to know clearly what activities the store has. When customers consult you, you can't make mistakes. Activities that are not discounted must not be discounted to customers, otherwise customers will ask you for a discount as you say, or you will be cheated, leading to complaints or even more serious problems.
Now I really understand that only those who do this business can truly understand the hardships and bitterness of this business. As a customer, I remember my online shopping experience some time ago. I don't like consulting customer service. I don't have that habit. I bought a dress and never received it. It took me a week to receive it. I didn't receive it until my classmates bought it later than me. Finally, I didn't find customer service. However, I don't think much of this store. In fact, as an e-commerce professional, I certainly know the impact of a bad review on the store. Many times, it may be because of a small comment that the store lost many potential customers. Now think about it, I'm really sorry for others!
▼ Taobao customer service internship summary Chapter III:
Since joining the company for half a month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products, and finally reach an easy deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In this half-month work, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.
Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In terms of greetings, whether Wangwang is online or in other States, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, the name of our store is attached to the automatic reply to enhance the impression of customers. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what the situation is, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires continuous learning at work to improve their communication skills. Farewell steps are also essential. No matter whether the deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
▼ Taobao customer service internship summary article 4:
Follow the company's army to _ _ _ company and work in the post of after-sales customer service. We trained for two weeks a few days before entering the work, and then entered the formal work. Our internship time is six months, and the work is carried out as expected.
After entering the post, everyone received a phone call and dialed one by one according to the information sent by the company. These resources of the company are contracted by other companies. What they do is to solve the after-sales problem and provide one-stop after-sales service. The customer who needs to be solved most when joining the company is _ _ _ _. What we have to do is to satisfy our customers, but it is not easy to get customers to complain and solve all these problems. I am busy with these jobs every day. I arranged my daily tasks and dialed the first phone call since I started working. I answered the phone politely and had a good talk with the customer, but I couldn't get what I wanted, because the customer didn't give me much chance at all. I was just angry because I bought a fake and scrapped it not long after. The client was angry, but he wouldn't let me talk. After that, I said a lot and did a lot, but I just couldn't solve this customer. For the problem, I went to my manager. Under his comfort, the customer slowly calmed down and accepted the result.
From this, I realized that we need to communicate in words at work. If you do it according to your own logic and theory, it will make things worse if you don't do it well. So I changed my working attitude and did my job again. In order to get familiar with writing, I practice it in communication every day, and read it at rest and after work, which makes me feel that I am back in Xiao Xue's study. These learning processes have become the nutrients of my work. I can communicate and negotiate with any customer, unless I encounter that kind of unreasonable trouble, others can be easily solved by me, which greatly improves my work efficiency and gains.
Our work is calculated according to how many customers we have completed. At first, I could finish 50 a day, and later I could reach 200. This is the result of my own work and an important factor in my growth. I am very proud of this. At the same time, I also found that my work can be easily solved as long as I master the methods. If you can't master the method, it will become more and more chaotic in the future, but you can't do anything well. This kind of work is not what we want, it will only make us very involved.
In the future, I will advance with an open mind, constantly create better results and make better achievements. One is to prove yourself, and the other is to get more achievements and complete the internship.
▼ Taobao customer service internship summary article 5:
First, the purpose of internship
I hope that in this internship, I can have a deeper understanding of the knowledge of this major, and I also hope that I can learn my own shortcomings and how to enrich myself. I also hope that this internship opportunity can improve my ability and comprehensive quality in dealing with people and lay the foundation for formal work in the future.
Second, the internship time
Date of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Third, the internship location
_ _ _ _ Street, _ _ _ _ District, _ _ _ _ City, Guangdong Province
Fourth, internship units and positions
_ _ Trading Co., Ltd., Taobao Customer Service
Verb (abbreviation for verb) job description
My internship position in _ _ Trading Co., Ltd. is Taobao customer service. My main duties are to greet buyers, answer their inquiries, introduce products to buyers, guide customers to buy, and provide good pre-sales and after-sales services for buyers. In addition to the above functions, we also have the following responsibilities: accepting complaints from buyers, helping to make orders and packaging. , stocking and updating Taobao backstage commodity files, returning to customers regularly or irregularly, asking customers for suggestions on the company's products and customer service, calling customers about exchanging goods or delaying delivery, and solving orders that have not yet been delivered. Taobao's after-sales work is very important. If the customer has any questions, he must contact and handle them in time. Only in this way can customers trust you and become old customers.
Sixth, the internship summary
1 exercise content
We have a customer service supervisor to lead us. On the first day, I mainly learned about the rules and regulations of the company where I work, the basic process of work, and the working environment and colleagues of the company. The next day is the real work. Basically, some superficial operation processes are understandable, but some deeper ones need to be explored and understood by themselves. The supervisor who takes us can only talk about some basic things. The real thing still depends on our practice, so that we can master the skills we should master, especially the communication skills of visiting customers.
The one-month internship period is basically divided into two stages.
Adaptation stage: understand and be familiar with the operation process. A few days ago 10, as newcomers, we were in a bit of a hurry, because we only knew some superficial replies and customer communication methods when we first took over customer service work, and there was a difference when we really started communicating with customers. The key is that we have just started, and many things are still unfamiliar. But in order to adapt myself to the working environment quickly, I have to keep a good record of what happens every day, record the problems that appear every day, think about the causes of these problems and how I can solve them better. Every day, there will be after-sales customer service reminders and questions from old customers. In short, at first, I was busy here and there, which made a mess. And when calling customers, they are often scolded. Even if you are wronged, continue to apologize and explain to your customers. Although the reason is not us, they still show patience and attitude to answer every customer's question. As a qualified customer service, you should always remember that the customer is supreme, be sincere and don't be too rigid in tone. Fortunately, after solving the problem, it will still be recognized and affirmed by some customers. Because of the recognition of these customers, I am full of confidence in my work. Soon, I got used to this busy and fulfilling job.
Learning and growth stage: the rest of the time is mainly to call to deal with some reminders or complaints, check orders, update Taobao commodity information and take orders. After we are familiar with the basic operation, those responsibilities in the work will be a little easier, but sometimes we will be too busy because of the activities in the store, and some unprocessed orders accumulated will also be complained, which will make our work more complicated. We should not only communicate with customers who are interested in buying, but also deal with after-sales service and follow up logistics-related matters. Although it is the first time to do real Taobao customer service, the work has been done smoothly. But this is also the help and guidance of my colleagues in the company, which makes me adapt to this job faster and do this job well.
In this summer internship training, I learned a lot that I can't usually learn in class, and the receipt of goods is quite rich. During my internship, I learned to listen, maintain good communication skills with customers, put myself in the customer's shoes, be polite to others, think from the customer's point of view, appease customers in time when their dissatisfaction is clear, and help them solve problems as much as possible. I learned to deal with all kinds of people, listen and chat, and feel the happy mood of helping others hear the sentence "Your service attitude is very good" in the process of calling back to customers and solving problems about delivery by phone.
2 internship experience
During the one-month internship, with the care and support of my boss, with the enthusiastic help of my colleagues and through my own continuous efforts, I quickly adapted to the environment and work. At the same time, I gradually became familiar with some operation processes and some Taobao software in Taobao background, and studied while working. My work practice has enabled me to make continuous progress and communicate with customers better and better. My boss and colleagues are very sure of me.
At the same time, my own ideological understanding has also been greatly improved. This job gives me a strong sense of responsibility, because a little negligence of employees will lead to complaints about the company's stores, and the image of the stores will be damaged. The following are some of my internship experiences:
In terms of workflow. Always be optimistic, solve customers' problems quickly when taking orders, and don't bring personal feelings into your work. When you make a phone call, you must be clear-headed, warm and sincere. No matter how you feel, you should not be rude to customers, and let them know that we are sincere in solving this problem. At the same time, we should pay attention to what customers say, and we should not rashly answer customers about uncertain things, let alone make promises to customers, or say things according to our own subjective consciousness. For example, the seemingly small problem of the style of shoes, many customers will complain and have bad reviews because of your vague words (this happened during the internship). A "desperate" customer left a message in the communication area of the company's store, saying, "I don't buy online many times, but I am no stranger to online shopping, but from online shopping to now, I have never met a seller like Little Lion. You are like God, with such customer service. Therefore, when recommending or promising to customers, we must first understand the customer's information and pay attention to the customer's consumption records. At the same time, we should be familiar with our products, because when introducing the styles, sizes and colors of shoes to customers, we should give them some professional answers.
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