By chance, I did the work of Taobao customer service, and it has been half a year since I knew it. I feel that time passes very quickly. I've been sitting for a day, a week and a month. Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country.
On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly, and became familiar with the products, but it seems that there is no way to deeply remember them, and there is still no way to start when encountering problems.
During the customer service period, customers often encounter questions about whether this product can be discounted and mailed. I also shop online myself and want to buy something affordable. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course I won't agree to this question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should tell each other in good faith and euphemistically, and we can't give in. Please forgive me for telling each other that all our precious prices are sold at real prices. For the problems in delivery and the troubles brought to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied to inform them after receiving the goods.
Later, we gradually became familiar with some fabrics. It's the first time to know so many fabrics. We never knew the word fabric before buying clothes. We bought it when it looked good, and we never thought about why the price difference of the same clothes was so great. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are smaller. When I was a customer service worker, I found it very fulfilling to sell a dress. Later, I slowly sold more clothes with skillful tone and method. Communicating with guests is an exercise in people's brain power, adaptability and speaking ability, and also an exercise in people's patience. We should take every customer seriously and let every guest return home with a full load.
I remember when I first came to Taobao, it felt strange, but the clothes seller was definitely not strange, but it was so different from what I expected. The first time we looked at the clothes on the web page, I was almost blinded. The clothes were rolling around on the computer, dazzling. On the first day of work, the manager familiarized us with clothes and some simple clothes, depending on how to communicate with the guests. Communication is very important. Seeing the manager's skillful technique and tone, I had to stay. The manager used the word kiss when chatting with every guest. The manager explained the meaning of the word kiss to us very carefully. We also learned modestly and wrote it down. We just started to contact the customer service industry, and many of us don't understand it. Answering simple questions is that the store manager teaches us how to answer first. After a long time, we also have our own views. In the first few days, the store manager will teach us how to deal with different guests. When we started to do customer service, we used the word "hello, dear" in every sentence when we communicated with our guests. The manager said that it is not necessary to use every sentence. It depends on when you use it. After listening to the manager's advice, I found it much better. After a long time, we can communicate with our guests ourselves. If you don't understand these questions, you can ask the manager or other colleagues on Want Want.
Time flies, it has been half a year since I came to the company unconsciously, and 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. 10 handled the highest handover data in our group, with more than 9,800 handover data handled in the month of Double Eleven. Usually, I can do my job dutifully, which can be regarded as disappointing 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 keep a good attitude, use polite words and vivid sentences, and it is best to 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. When we encounter similar situations for customers, we hope to get what kind of treatment results 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.
Summary of pre-sales customer service (Chapter 2) New customers need to spend a lot of time and energy to facilitate the transaction, but old customers are different, because they know our services and products, so as long as they are satisfied, they will go shopping by themselves without asking more questions. Therefore, maintaining old customers is our important task. The continuous revision of xx network in recent years has also provided many new functions for sellers, and also noticed the importance of maintaining old customers, so it specially launched software for sellers to use, so that sellers can easily use xx tools to contact buyers and increase their feelings with buyers.
First, xx sends messages in groups. Xxxx is not only a tool for buyers and sellers to contact and exchange problems, but also one of the important tools for buyers and sellers to contact their feelings. With xxxx, buyers can be grouped and added as contacts, and messages can be sent to buyers in groups. If there are new products or promotions, xxxx's mass sending function can quickly inform buyers.
Second, send messages in the station. It is also a way to contact the buyer by informing the buyer of the update of the store at any time through the letter in the station. In-station letter is a function similar to sending email on xx. We can send blessings on special festivals or buyers' birthdays through the letter in the station, which will make buyers feel our intimacy, enhance the feelings between sellers and buyers, and let buyers always support our store. If both buyers and sellers are unwilling to go further, they may only be able to maintain a pure business relationship. But if we are enthusiastic, we will try to get close to the buyer and make friends with the buyer, then I believe that the two sides will not be limited to business relations, and the buyer will always support us.
Third, the xx online shop version. Online version of xx is a good assistant for sellers. Sellers above Samsung level can open online shop version xx. Compared with the regular version, the online shop version has many functions that can help sellers better manage their stores, organize their treasures and contact buyers. Through the customer page, you can check the purchase quantity and amount of the buyer, which is helpful for the seller to contact the buyer. Cheek can be set as the buyer's preferential amount, etc. And you can also check the buyer's transaction, transaction ratio and amount.
Fourth, SMS. Mobile phone is a communication tool used by most people, and it also has the function of mass sending. We can generally accumulate the phone numbers of buyers, record the names, preferences and birthdays of each buyer, and then send a blessing message on the buyer's birthday, or send a message to the buyer according to the buyer's preferences when the buyer purchases for the second time. I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.
Overview of Pre-sales Customer Service (Chapter III) A qualified customer service must 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 a 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 the past half month, 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 xx 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 greeting, whether xx is online or in other status, 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, adding our store name to the automatic reply can enhance the customer's impression. 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 xx at the first time to show which package the customer is 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 them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
Summary of Pre-sales Customer Service (Part IV) I have been employed for ten months and have adapted to the transformation from art design to customer service. The arrival of early August means the arrival of the peak season of e-commerce in a year. At this critical moment, summing up past experience is to win the war better.
Customer service, anyone who may be able to play the keyboard can do it. However, in the process of sales, many details cannot be sloppy. First of all, customer service is the link between stores and customers. At work, we should receive every customer seriously, responsibly, honestly and enthusiastically. Because in the process of sales, customers often hesitate to know about the products, so as a customer service, we should have enough knowledge about the products in our store, so as to provide customers with more shopping suggestions and better answer their questions. At work, I also keep learning how to improve my work skills and learn more outdoor equipment. When the company has time, it can organize us to go outdoors to relax, and at the same time enhance our feelings and learn more about outdoor equipment. Because sometimes Baidu can't handle the old donkey.
The importance of pre-sale shopping guide in the sales process lies not only in answering customers' doubts, but also in guiding customers to buy, facilitating transactions and raising customer unit prices. In pre-sale communication, there are generally greetings, inquiries, recommendations, bargaining and goodbye. In sales, Want Want's first automatic reply is very important, and our quick reply will make customers feel our enthusiasm. In terms of customer questions, we should answer any inquiries from our parents at the first time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with customers skillfully can not only keep the lowest price, but also make customers feel that our price is really the lowest and can't be lower. This requires you to constantly learn and provide your own communication skills at work.
Summary of Pre-sales Customer Service (Chapter 5) During this month, our customer service department completed many tasks, obeyed the leadership's command and arrangement, and did every job well. In this month's work, each of our employees learned from each other and cultivated themselves better. I have seen everyone grow up.
During this period of work, I also checked the customer service work of our previous game. Relatively speaking, it is not perfect. Maybe our previous company didn't pay much attention to this department. Judging from the working hours, although I am the only one at present, sometimes I go to consult and the department's answer is not very detailed. Maybe it's because everyone is very busy, but I still hope that when our project starts, the customer service end can get corresponding support from all departments. After all, the customer service is a window of the game company. If this window gives people the impression that it is unprofessional and inefficient, the efforts of all employees in the company may fall short. Therefore, I am very much looking forward to receiving strong support from relevant departments when training employees. Some information about this month's work is relatively reflected in this week's weekly report. Specific details need to be supplemented in the course of work.
See more, know more and be familiar with the business. Be sure to be accurate and confident when answering customers, so that customers can improve the credibility of your answers and ensure your authority.
In the next few weeks, I improved my customer service skills through continuous training, and grew up in such training, and my skills became more and more skilled, gradually reaching the standard that a customer service representative should reach.
In this summer internship training, we learned a lot that we can't usually learn in class, and gained a lot. Here, we learned to listen, keep good communication skills with customers, and put ourselves in the customer's shoes. During the call, we should keep interacting with customers, be polite to others, be anxious from the customer's point of view, appease customers in time when they are dissatisfied, and try our best to help customers solve problems. I learned to speak in the incoming customer service post and to deal with all kinds of people I met in the wiring process; We learned to listen and talk, to solve problems in the process of listening, to help others, and to feel the happy mood after helping others hear that thank you.