Taobao Customer Service Work Summary 1
Responsibilities of Taobao Pre-sales Customer Service Specialist
1, familiar with the detailed information of the whole store and master most of the professional knowledge of goods.
2. Communicate with customers through Alibaba Want Want, cultivate good language organization ability and expression ability, let the other party correctly understand and master commodity information through words, patiently and professionally answer various questions raised by customers, and reach a deal.
(1) is responsible for collecting customer information, understanding and analyzing customer needs, and providing customers with professional shopping guide suggestions.
(2) Responsible for effective customer management and communication, and maintain good customer relations.
3. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction.
4. Promote team performance growth, achieve store sales targets and enhance the company's brand.
5. Early shift customer service, check the situation of each store before 10 every day (for example, the handover message of the previous shift customer service, the arrival time of the buyer who placed the order, and whether there is any missing order feedback to the supervisor).
6. Check the orders on JD.COM and Amazon, enter them in time, and click the delivery button on the page after the product packaging is completed.
7. Understand and analyze the needs of potential customers who didn't buy in the last consultation, and carry out contact maintenance. If you are not online, you can leave a message and strive for the order of every customer who comes to the store.
8. Respond to the guest's comments in the evaluation management every day.
9. Collecting and handling cashback customers' work
10, patiently receive and listen to the feedback from customers with after-sales problems, and timely transfer it to after-sales customer service for handling as needed.
Summary of Taobao customer service work II
During customer service, customers often ask the following questions:
1. Why is it so cheap?
2. Is it sent by parcel post?
3. Will the product have side effects?
4. How long can the product last?
5. What kind of products are suitable for my skin?
6. What should I do if I am allergic?
7. Steps to use the product
In view of the above questions, they are all answered according to the online shopping worry cases given by the company, and they can also cope, because they are not very familiar with it, and the speed of reply needs to be strengthened. I believe that as long as I study product knowledge seriously and have enough knowledge about products, I can reply these questions quickly in the future.
Although our products are already very favorable, there are still some bargaining customers. For the customer who bargains, tell him that he can't do less activities and give him some extra gifts, so that the customer will feel that he has taken advantage.
Customers take photos of products and check the delivery address with customers to avoid mistakes.
There are still some customers who have waited for a long time and have not received the product. If they come to consult customer service, they are not in a particularly good mood. For these customers, customers must be patient, enthusiastic, and actively help them solve problems, so that they feel that you are helping them find ways. Even if they receive the products late, customers will not give us bad reviews for them. Thank us.
Summary of Taobao Customer Service Work 3
At present, there are more and more people doing Taobao, and successful people are not uncommon. Who knows that there is a successful team behind them, and who will consider the role of Taobao customer service in this team? Very few.
A good Taobao customer service can often retain many customers, facilitate many transactions, bring profits to the company, and is the most direct creator of the company's wealth. By chance, I took the job of Taobao customer service. It's been almost half a year since I knew it, and I feel that time passes quickly. I sit for a day, a week, a month. Sometimes I feel good and don't have to do anything, but I feel too 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. However, there seems to be no way to remember them deeply. When you encounter a problem, you still can't start. I remember when I first came here, I felt strange when I first came into contact with Taobao, but I believe that the clothes seller is definitely not strange, but it is too different from what I expected. I was almost blinded by the clothes on the website for the first time, and the clothes were dazzling.
On the first day of work, the boss familiarized us with clothes. After getting familiar with some simple clothes, let's see how to communicate with guests. Communication is very important. Seeing their skillful technique and tone, I had to stay. They used the word pro when chatting with every guest, and explained the meaning of the word pro to us very carefully. We also learn with an open mind and write it down. We just started to contact the customer service industry, and many of us don't understand it. Answering some simple questions is that they teach us how to answer first. After a long time, we also have our own views. In the first few days, they 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. In the process of doing customer service, I often encounter customers' questions about whether this product can be discounted, whether it can be mailed, and so on. 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 such a 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.
At first, when I was doing customer service, I made some mistakes in communicating with the guests. For example, sometimes I promise to pack emails for guests in a daze, and sometimes I promise to reduce money for guests in a daze. Beginners often make mistakes. Under the guidance of the store manager, these mistakes have changed little by little, so that there are no such mistakes now.
The most common mistakes are sending the wrong goods, filling in the wrong courier number, and the quality of clothes is not up to standard. This writing mistake is basically a mistake that every Taobao customer service will make. These problems will directly affect the mood of companies, individuals and guests, so be careful in everything you do. Although these problems still exist, we will try our best to minimize this possibility and strive not to have these problems. When I first came into contact with the warehouse, I found that the warehouse is also a central point, and part of the customer's heart belongs to the warehouse. Being a warehouse supervisor is also a difficult position. It's the first time to make an express delivery order and check the quality of clothes for the first time. The quality of clothes is very important. If there is a slight flaw, we will be miserable. The world is big, and there are all kinds of guests. We can check the quality of clothes and be foolproof, so as to ensure the return rate of old customers. The second task of the warehouse is to check the inventory at any time. If this is not done well, we will lose many guests. Some guests just like this mode. If they don't, they won't use it. Some guests are easy-going and have changed other colors and styles, but we can't guess what the guests think. Maybe we will lose many repeat customers from here.
Summary of Taobao Customer Service Work 4
Maintaining Taobao's old customers is our important task. Taobao's constant revision 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 Taobao tools to contact buyers and increase their feelings with buyers.
First of all, Want Want sends a message.
Ali Want Want 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 Alibaba Want Want, buyers can be added as contacts in groups, and messages can also be sent to buyers in groups. If there are new products or promotional activities, Alibaba Want Want's mass sending function can quickly notify 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. On-site letter is similar to the function of sending emails on Taobao. We can send blessings on special festivals or buyers' birthdays through on-site letters, which will make buyers feel our goodwill, 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, Ali Online Shop Edition.
Ali Online Shop Edition is a good assistant for sellers. Sellers above Samsung can apply to open Ali online shop version. 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 accumulate the phone numbers of ordinary 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 buys for the second time. I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.
Summary of Taobao Customer Service Work 5
Too many to sum up. Now, I briefly summarize as follows: 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 order quantity of 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 and art design of the store, the editing and modification of goods, the price adjustment, especially a lot of publicity and promotion, and finally won it on the 20 th day after I came in.
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.
_ _ City Fuzhixiang Company specializes in the production and operation of car seat covers, with a monthly output of 654.38+10,000 sets and an annual output of more than 654.38+10,000 sets. Products are exported to Europe, the United States, Malaysia and China. Now the company has newly developed a brand (Tiananxiang), and invites taobao guest to help promote it. The commission is 3%-5%, which is stable and reliable, because the price of each seat cover of a single product is 1000.
Responsibilities of the supervisor position
1, improve the rules and regulations of the customer service hall and implement the reward and punishment system.
2. Supervise and inspect the daily management affairs of the customer service hall.
3. Collect and review daily complaint records, check report forms and maintenance items, and follow up.
4. Responsible for arranging, guiding, supervising and evaluating the work of employees in the customer service hall.
5. Accept the complaints of operators that the receptionist and manager can't handle, and put them on record, and do a good job of returning to the operators after handling the complaints.
6. The illegal operation or behavior of the staff in the customer service hall should be stopped in time or handled according to the regulations, and important events should be reported to the community director.
7. Arrange managers to issue various payment notices to operators in time, and urge subordinates to complete the statistics of the collection rate of various expenses.
8. Be responsible for the statistics and analysis of the service quality of the front desk, managers and clerks on a regular basis, and put forward the rectification plan.
9. Make a training plan and implement the training for the staff in the customer service hall.
Work content and standards
1, memorize the rules and regulations and workflow of the customer service hall;
2, improve the customer service hall rules and regulations and workflow, supervise the implementation of the system and process and make relevant records;
3. Make overall arrangements for the work of all the staff in the customer service hall, supervise the quality of work according to the job responsibilities and work contents, prevent violations, report to the community director as soon as major situations occur, and closely cooperate with the community director to handle things;
4. Collect complaint record forms, inspection report forms, maintenance demand forms and other related work forms every day, carefully review the contents recorded in each form according to the relevant regulations of the customer service hall, classify them according to the actual situation, and implement them as soon as possible.
5. Arrange the manager to issue all kinds of payment notices to the operators, and the manager must issue payment orders in place to avoid payment delays caused by the payment orders not being delivered in time or being issued incorrectly; After the payment bill is issued, attention should be paid to the collection of fees, and subordinates should be urged to complete various fees after the payment deadline.
With the collection statistics, the collection statistics will be completed within one day after the arrival of the standard deadline, and the situation of unpaid business households will be summarized, and management personnel will be arranged to come to the door for collection within two days.
6. Formulate detailed punishment measures and evaluate them through assessment, year-end work quality and service quality. , reward or punishment. At the end of each month, make statistics on the service quality of the front desk, managers and clerks, form an analysis summary report and relevant rectification plans, and report them to the community director.
7. Formulate and implement the training plan for all employees in the customer service hall, arrange regular training every week and month, make an evaluation report on the training situation, and report it to the community director at the end of the month.
8. Preside over the customer service hall meeting at 3pm every Saturday to summarize and arrange the work; And submit a written weekly summary and weekly work plan to the community director.
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