Since entering the university, the employment problem always seems to surround us and become an endless topic. In today's society, job fairs always say "experience first", but how much social experience will we have in the ivory tower? In order to expand my knowledge, expand my contact with the society, increase my experience in social competition, exercise and improve my ability, so that I can really enter the society after graduation, I decided to carry out social practice in the holiday. The practice participant is myself, and the theme is to do online customer service in an electrical appliance company in Gao Qiao, Changsha. The social practice time is winter vacation 654381October 8 to February 4.
The investigation report on this practice is as follows:
As a college student in the new century, he should know how to communicate with people from all walks of life and deal with everything that happens in society, which means that college students should attach importance to social practice, which is essential. After all, after graduation, I am no longer a college student, but a member of society. I want to communicate with the society and make contributions to it. All I know is that an armchair strategist is far behind. We should not only learn well what we have learned in school, but also learn other knowledge from life and practice, and constantly arm ourselves from all aspects, so as to stand out from the competition and express ourselves. The journey of life in the future is long, so we must cultivate ourselves into a qualified and useful talent for society.
First, the content of social practice
On the sixth day of winter vacation, my social practice of winter vacation began. The content of the internship is to be a network customer service staff in an electrical appliance company. Taobao customer service is similar to employees in physical stores. It's definitely better to have someone to explain to customers and solve problems than vending machines.
1, basic process of customer service:
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. Article number, size, warehouse inventory, color, capacity and other information.
2. Receiving customers:
As a customer service guide, it is best to 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: the price of baby 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. Greeting, customer consultation and answer, negotiation, delivery and arrival time, etc. If necessary, call.
3. Cash on delivery order processing:
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 just need to pay more for the express delivery. But if the customer thinks you are lying to him, you may lose a group of customers. Therefore, for customer service, when seeing the cash on delivery order, you need to contact the buyer immediately and tell him that the price of cash on delivery is slightly more expensive. By the way, you can confirm with the customer whether the customer needs information. If the buyer agrees to cash on delivery, you can write the invoice, otherwise you need to place a new order. Ask the customer service to call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low.
4. 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. Taoqiao. com, Taobao must go online when opening a shop! In the process of bad reviews, many friends were made to cry by 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, rational and perceptual.
Second, my problems and some thoughts in social practice.
In the process of practice, I also found some of my own problems:
First, my interpersonal skills are not good enough, so I should strengthen and study in my daily life and communication.
Second, they lack social experience and are immature in dealing with people, and their attitudes and methods in dealing with things are often inappropriate.
Although there are some problems in practice, I think there are still some bright spots to be proud of. I take part in social practice with the spirit of not being afraid of difficulties, dare to practice, be enthusiastic about my work, and be serious and sincere. By participating in social practice, I realize that it is extremely necessary to learn from the experience of people around me and master some social etiquette skills in life. Give full play to one's own advantages, learn from each other's strengths, sum up experience, learn lessons, make oneself full of confidence in the future, and lay a solid foundation for real integration into society in the future.
Three. Put forward solutions to problems in social practice.
1。 Good at communicating with people in society. After a period of practical work, I met many people. How to communicate well with people requires long-term practice. I haven't had many opportunities to practice before, and I won't be flexible in talking to others, which will make the conversation cold and embarrassing. People will be integrated into social groups in society, and people will cooperate with each other to make the process of doing things more harmonious and effective. You should listen, be patient, and accept the advice given to you with an open mind.
2。 Full of confidence in social practice and future work. Self-confidence is not a numb boast, but an affirmation of one's ability. Just like when I first arrived at the hotel, I was a little timid. Later, confidence gave me courage. Self-confidence makes you more energetic and energetic.
3。 We should overcome our timidity in society. I feel a lot of difficulties, lack of social experience and other reasons often make me feel very small, so my cowardice is revealed. So you have to work hard to overcome your inner fears. As someone said, "in society, you should learn to be thick-skinned, not afraid of how bad other people's attitudes are, but also deal with them easily and speak boldly." After working for a long time, I am naturally not afraid. " In fact, anyone is born with everything. He was fearless when he was a child. When he tried to bear the loss, he was afraid. When you overcome the psychological barrier, everything becomes easy to solve. To conquer yourself, only by conquering yourself can we conquer the world. The key is to have the courage to face it. As a famous person said, "Courage leads to heaven, cowardice leads to hell."
4。 We should constantly enrich our knowledge in our work. Knowledge is like human blood. Without blood, people will be weak, and without knowledge, their minds will dry up.
Fourth, the feeling of social practice.
Looking back, although I have felt unprecedented pressure in the past few days, I have been trying to adapt to this pressure. Although I have given up, I think I should try my best since I'm here. If I can't stand this injustice, then I don't have to leave home at all, just stay at home and rely on my parents every day. Although those jobs won't be done now, I will make mistakes now. This is the harvest.
In fact, I may be unfamiliar with it, so there will be more opportunities for mistakes, and I have never touched this thing before. Actually, when you think about it, it's not difficult at all. Like when I was in a telecom company before, that was the real trouble, and it took me a few days to understand the basic knowledge. Compared with here, it's quite good.
Customer service is actually a complicated and simple job. Simply put, it is to serve customers and think for them. Of course, this must ensure that it does not harm the interests of the company.
If you want to be a good customer service, the first thing is to have a good attitude. Just like yesterday, I always thought I might be fired. I am so poor, I always make mistakes and have no confidence. In this way, there will be more and more opportunities to make mistakes in the future. Even the most basic time and grid are corrected or exceeded, and customers kindly remind me that I am beyond the grid. However, as the saying goes, the most important thing is that I haven't straightened my mind yet. Now I figured it out. If I go on like this, I will really be fired. Uncle and Xiaoxiao are right. If I make a mistake once, I will try not to make it again. I will reflect on why I made a mistake, where I made a mistake, and why I made a mistake. I won't make such a mistake again. For example, a person riding a bike on the road didn't know there was a hole, so he went straight ahead and fell down. Next time, he won't go that way, because he has learned his lesson, just like Dongdong said.
This social practice has really filled the gap that I can't learn in class and really increased my social experience. A person may not have profound knowledge, but he must have the experience and ability of social interaction, which is also the deepest experience I have learned from this practice.
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