E-commerce customer service personal annual work summary is easy
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 instructions of the supervisor, I focused on the decoration of the store, the editing and modification of goods, the adjustment of prices, especially a lot of publicity and promotion, and finally took the first order on the 20 th day I came 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.
Summary of personal annual work of e-commerce customer service II
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 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 Personal Annual Work of E-commerce Customer Service III
The light is fleeting, and it has been half a year since I came to the company unconsciously. The busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities.
After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. The handover data processed in 10 was in our group, and the handover data processed in the month of Double Eleven reached more than 9,800. Usually, I can do my job dutifully, which can be regarded as living up to the expectations of the company leaders.
In order to complete the work better and create more benefits for the company, the experience this year is summarized as follows:
1. Create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work.
As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.
2. Learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively.
After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously.
When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
3. Be familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products.
The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
4. Finish the work effectively.
Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle.
It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater.
The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it.
The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work.
Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just selling blindly, but letting customers enjoy the shopping process.
It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.
Summary of Personal Annual Work of E-commerce Customer Service IV
Looking back on the course of the past year at the turn of the old and the new, I would like to make the following summary:
1, enthusiasm: The first thing for customer service is to keep a good, positive and happy attitude. Every day, we have to contact a large number of customers with different personalities and needs, and we have to face all kinds of complicated, subtle and even tricky requirements. Therefore, attitude is particularly important. Only by maintaining a good attitude can we provide warm and thoughtful service to our customers and keenly observe and analyze their real needs. Often when customers arrive at the store, they don't know their real needs and can't describe them. At this time, we need to infer his real thoughts from his words, so as to recommend a product that is more suitable for him. The network is virtual, but behind every computer is a real person, and customers can feel our service enthusiasm from our reception language. Therefore, mentality is the most basic and important quality of customer service. Leave a better impression on customers and recommend more targeted products, thus improving the pre-sale conversion rate and subsequent secondary purchase rate. In the new year, I will strive to improve in this respect.
2, professional: to know more about the new products in the store, so as not to be confused by customers. Familiar with product specifications, efficacy, appearance, etc. And the familiarity with Taobao's shopping process will directly determine our professionalism in customer impressions. Although most of the products in the store are very clear, some customers still have some strange questions that we can't answer. In this case, you need to stabilize the customer first, and then look at the questions you can't answer after you come down, at least don't be stumped next time when a customer asks the same question. At that time, some problems that could be found in Baidu and Taobao Help Center (such as "Why Taobao kept reminding me to use fast payment but there was no online banking payment option after filming"), or problems that could be verified by the warehouse, should be solved as much as possible at that time. There are countless crown shops on Taobao, but in this field, customers should feel that we are the most professional and trustworthy online shop.
3. Skills: In the specific communication with customers, we should flexibly use some answering skills. Warm tone, soft and firm answer. When clarifying the customer's needs, we should go straight to the point, take the initiative to follow up when the customer has the intention to buy (for example, when the customer hesitates, or when the product being consulted is out of stock, we should take the initiative to recommend other similar products), make joint recommendation when the customer confirms the purchase, make good use of the activities in the store to improve the conversion and joint name, and don't cherish words like gold to avoid passive reception. Some problems need to be avoided, and some problems need to learn to appease customers, dare to take on, and don't let customers feel kicked. These aspects are not enough and need to be improved.
4. Cooperation: Do a good job in communication and coordination with various departments to avoid mistakes as much as possible. When customers change their addresses and increase orders, they should inform the card issuing department in time. If notes are needed, they should be clear (gifts, special needs, etc.). ) so that the warehouse can know fairly well when packing. Take it well before sale, and don't give too dead an answer to some questions beyond our control (such as express delivery). When customers receive products, they have sent the wrong parts, leaked parts, damaged products or quality problems. Comfort customers first, then hand over customers after sale, reduce the rate of bad reviews and complaints of customers, reduce the difficulty of after-sales work, and avoid the situation of low praise rate and dynamic score of stores. There are a lot of products in the shop, and you often do activities. If there are errors or omissions in product prices, descriptions, posters, publicity charts, etc. You should inform the art department to correct it in time.
5. Outlook: I have been in the company for 3 years and experienced 20 years of rapid development and 20 years of downturn. The store of this company has been established for six years. In the past two or three years, I have seen many rising stars in Taobao catch up with or even exceed our scale. Once upon a time, I also felt that Lian Po was too old to eat, but the company's development in 20 years made me feel very happy. First of all, _ _ _ got it back and saved many old customers. _ _ _ After several years of precipitation, it has the brand potential (not the commodity brand, but the brand effect of the store itself). In addition, years of painstaking efforts and accumulation are not something that the company can catch up with by cultivating a new store in a short time; Secondly, this year, the company gathered large-scale activities and gained a lot of fresh blood (it is better to catch it early than to catch it skillfully, and then the sales volume in bargaining will not affect Taobao's ranking in a month or two), and only _ _ _ _ a single product brought many loyal customers who placed orders for the store in the second half of the year; In addition, the company officially launched several of its own products this year, which gained good feedback and reputation, and made a good guide and foreshadowing for us to promote our own products and clarify the development direction next year. Due to the chaos of online shopping, the online shopping market has been cultivated in previous years and developed in a chaotic period from 20 years to now, and the low price and low quality can no longer meet the demand. Now online shopping customers have higher requirements for product quality, service quality and after-sales guarantee. Taobao in the next few years must be the end of the big waves and the survival of the fittest. This is an opportunity for our company and a test for us. We should practice our internal skills as soon as possible, make better products and services, embrace changes and meet the future.
Summary of personal annual work of e-commerce customer service five.
Looking back, since I joined the company, I have gained and lost in the operation and promotion of shopping malls, and I have also encountered many problems and difficulties in my work. There are also misjudgments about the consumption of commodity groups in the works, so the works are summarized. I hope that in the end, the company can help.
I. Summary of work in the past year:
1. You can refer to Taobao official website page activities (such as gold panning and exclusive shopping) at least once a month, but the ultimate group buying activity (gathering cost-effectiveness) needs to be broken.
2. The cost and control of through train and drilling exhibition are not ideal, and the flow and conversion can not achieve the expected effect. Sales are not in direct proportion to expenses.
3. Free traffic only takes time on site optimization (home page, product inner page, title optimization, Taobao community, etc.). ), as well as communities, forums, micro blogs, etc. It has not been better promoted and publicized outside the website.
4. The style control of the main products is not good, which leads to the promotion time of a product can not last long. And the inventory of goods is not completely ready.
5. The repeated marketing of old customers has not achieved a good membership system, and the turnover rate of repeated purchases has declined.
6. Market stores make use of the special price method to continuously improve customer credit to prepare for better commodity investment, thus promoting commodity sales.
Second, the promotion needed in the work:
1, insist on pushing 2-5, sort out the inventory, and analyze the consumer groups at the same time. The ways to promote it include activity-based method and cost method. Note: the cost-effective style should be distinguished from other activities.
2. The activities and operations designed by Tmall should keep up with the internal changes of Taobao. What is the selling point of the product better highlighted on the details page of the main style of the product?
3, sales better to complete the most basic requirements of Tmall:
1), with an annual sales volume of 600,000 and an annual service cost of 60,000.
2) The average daily sales amount is 3,000 yuan. The average daily sales volume is 30 pieces.
3) Control the profit of each transaction amount and minimize the cost.
4. Strengthen the recruitment and training of customer service and after-sales personnel, and popularize product knowledge. Better enhance customers' confidence in the after-sales of goods. Learning, progress in learning is more appropriate.
5. Active consumer groups should be clear and distinguished from the end consumers of the brand.
Three. Need the help that the company can provide:
1, the seasonality of products should be updated in advance, the product styles promoted by Tmall should be distinguished from other platforms, and the inventory should be adapted.
2. Minimize the return rate and turnover rate of commodities. While doing my job well, I also hope that my colleagues in the warehouse can cooperate with each other.
3. Under suitable or mature conditions, the promotion expenses of through train and drilling exhibition should be increased appropriately.
4. Establish a reward and punishment system. Those who reach the sales volume can be rewarded with bonuses or commissions to improve the enthusiasm and unity of the team.
20-year plan:
After the summary of the past year, in the face of increasingly fierce competition in the Tmall platform market. First of all, we should stabilize the original monthly sales amount and the monthly sales quantity of _ year. And find a breakthrough. Specifically formulated the following two key plans:
1, consumer groups, product innovation: consumer groups have expanded from former working-class and business people to young, street casual, fashionable and versatile. Therefore, commodities hope to be innovative.
2. The daily sales volume is 20-50, the daily sales volume is 2000-8000 yuan, the monthly sales volume is 300-800 yuan, and the monthly sales volume is 20000- 150000 yuan. Control the transaction amount between cost and profit.
The success of electronic commerce. It is the mutual cooperation, mutual trust and cooperation between a team. Any position is very important, because this position is like the production chain of a factory. When one of the links is missing, the goods are not 100% perfect.
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