#56 1535 e-commerce customer service work summary 1
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, they will think that the price is more expensive than that on the website, so 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. 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. 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. 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.
The above reference Baidu Encyclopedia combined with actual modification. The following is handmade, hehe.
As the first and most important point of customer service: feelings. Put yourself in the customer's shoes, consider the interests of the company, and think from the customer's standpoint to maximize customer satisfaction.
Then there are some common questions, such as:
Greetings: Hello, I'm Paul's flagship store customer service _ _ I'm glad to serve you. (Rose expression) (First of all, let customers feel that they are respected)
Urgent delivery: I'm really sorry, dear. Our recent delivery volume is relatively large. We will try our best to deliver the goods on the same day and the next day at the latest (a poor expression) (in general, customers will agree. If there are particularly urgent customers, they will write a list and send it right away)
Express: Hello, dear, let me check it for you. A moment, please. It's similar to keeping customers waiting to say hello. Please check it immediately. Call express if you have any questions (find a leisure colleague to help if you are busy) and then reply to the customer.
Bargaining: dear, our bags are being promoted in a limited time, which is already a great discount. We can't offer any more discounts/postage. I'm really sorry (in general, customers will accept customers who have to make a discount, so as to meet the psychological balance requirements of customers according to the situation. Sorry, dear, this is our rock bottom price. If you can, you can take it and look forward to our next cooperation.
After-sales: fully integrated into feelings, empathy will certainly be able to handle! !
Learning experience:
Don't worry when there are many people, reply one by one, record the difficult questions and inform them to wait, and deal with them when there are few people.
Most of the problems are bargaining, urging delivery, asking the arrival time and checking logistics information. These questions are answered quickly and most customers can explain them clearly. If customers are angry, call them and explain why. Say a few words of apology, be sincere, and it is generally difficult to say anything more. Finally, remember to propose solutions for customers to adopt.
We must be enthusiastic about after-sales problems. If you meet unreasonable customers, don't be impulsive. Think of a good way to deal with them when you calm down. Since the customer comes to you to find a way to solve the problem so that they don't feel cheated psychologically, when making a phone call, let the customer say something first, even if he doesn't listen to a word. Need to explain clearly, apologize again, and then propose a solution for negotiation.
You must keep your promise to your customers, or you will find an excuse to put it off.
The quality of goods is not guaranteed by 1 10%, and customers are guaranteed to like it. The problem is to deal with quality problems when customers don't like them.
To sum up, it is to seek a balance between the company and customers and always maintain a normal heart.
# 32 1 1565438+ e-commerce customer service work summary 2
Shopping malls work closely around the various task indicators issued by shopping malls, and have made remarkable achievements in strengthening management, strengthening awareness and carrying out activities, which has made great contributions to the sustained and rapid development of shopping malls.
Since its opening in 2020, the clothing shopping mall has made three large-scale commercial layout adjustments under the premise of development, upgraded the brand structure of clothing, and made rational use of the benefits ... Only in this way can the shopping mall develop rapidly and stably.
This year, our shopping mall closely revolves around the overall deployment of the shopping mall and the 20021annual work plan. The leading group of shopping malls went out to investigate and study, repeatedly scrutinized the upgrade plan and implementation details, learned advanced business concepts, and made rational use of efficiency, which achieved remarkable results. What is particularly worthy of recognition is that in this year's upgrade, we have taken a series of powerful measures, such as expanding business area, upgrading brands, adjusting product positioning, transforming storefronts, and strengthening management. All the staff worked together as one and achieved certain economic and social benefits. Not only improved the corporate image, but also the sales performance continued to climb.
Looking back on the work in 2020, it can be summarized as follows:
First, to adapt to the upgrading of market demand, the overall business layout is adjusted reasonably, the brand structure is becoming more and more mature, and the operating results are gratifying.
2. The annual planned task of the clothing store was RMB 10,000, and it was actually completed 1 RMB 10,000; The gross profit plan is X million yuan, and the actual completion is X million yuan.
Third, this year's new product fees, advertising fees, decoration management fees and other income, the cumulative net profit of more than X million yuan. In order to achieve good business performance, we have taken the following measures:
1, keep up with all kinds of large-scale promotional activities in the commercial building, and don't miss any sales opportunities.
According to the overall arrangement of the shopping mall, in many large-scale promotional activities, our shopping mall can actively cooperate with the theme of the event to promote sales with activities and festivals. During the anniversary, group celebration, golden week and other important promotion periods. , has achieved good sales performance and economic benefits, the highest daily sales exceeded one million. In cooperation with the activities of Xia Shang, we have done a lot of preparatory work, actively contacted manufacturers to supply, increased marketable varieties, flexibly promoted sales, guaranteed bottom deduction points and strived for a win-win situation.
2. Expand the business area, make rational use of flat efficiency and enhance the business brand.
Brand management adopts the principle of grasping the big and letting go of the small, and adjusts the introduction of more than X large and small brands and more than X counters with annual sales exceeding one million. It ensures the promotion of the commercial orientation of our commercial buildings.
During the upgrade process, General Manager X led the team members of the mall and relevant departments to repeatedly analyze, study and carefully plan, thus expanding the business area of men's wear and sports leisure, expanding the original clothing mall from two and a half floors to three and a half floors, and simultaneously upgrading the business area and brand of the whole men's wear and sports leisure. Men's wear has developed from X brands to X brands, and more than X well-known men's wear brands such as _ _ _ have been introduced, and international sports brand X has settled in our shopping mall. And introduced more than X domestic sports and leisure brands such as _ _ _ and neutral leisure brands such as _ _ _, and successfully completed this year's upgrade task, which was well received by business colleagues and consumers.
After the upgrade, the adjustment points of men's wear and sports increased by X-X on average. The net profit of rent, management fee and personnel salary increased by 1 10,000 yuan, which laid a good foundation for improving sales performance.
#32 1 150 e-commerce customer service work summary 3
I have been a customer service worker for almost a year. Because I am still a fresh graduate of the school, I have been practicing. It doesn't really matter. The important thing is that I hope I can make use of my internship in school and grow up at an early date. 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 constant 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 of pre-sale is to be familiar with the various operations of __x 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 it is best not to exceed 4 lines. Too many words will affect people's reading habits. The font size should not be too large, just 10, and the font color should not be too fancy. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. You can use two font colors in the shop.
4. Personalized signature setting: Want Want, the customer service, had better set 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, you'd better make good use of it!
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.