E-commerce customer service work plan 1 First of all, insist on getting up at 8 o'clock every morning and going online at 9 o'clock on time.
As the saying goes, a day's plan lies in the morning. The early bird catches the worm. Be sure to prepare a nutritious and delicious breakfast for yourself in the morning. Your body is the capital of the revolution. Don't hurt your health day and night for Taobao.
After dinner, I can still insist on doing ten minutes of exercise to consolidate Taobao's protracted war. Because doing customer service in an online shop should be the same as going to work every day, you can't say that you can get up late if your business is not very good in the morning, and you will develop the habit of sleepiness over time. You don't want to get up even if there is a bill in the future. What Taobao lacks most and what it needs most.
Second, spend at least half an hour checking your online shop every day.
Look more, look more, see what else is in the store, and what needs to be revised. Is the window space used full? If it's not full, fill it up. Do you have any treasures to put on the shelves, miss any orders that haven't been delivered, and actively destroy others? There is still waiting for evaluation, give them a careful evaluation. These jobs look small, and when you are busy, you will be relieved of your burden, so you won't be in a hurry.
Third, spend at least one and a half hours every day visiting Taobao community to learn and communicate.
Respond to Taobao's posts with your heart and learn how others' essence posts are written. For reference, you must sign up for any activities in the community immediately. Popularity is always the main driver of the fire in your shop. As long as this person is famous, it will be different! Everything good will come to you.
Fourth, it is best to stick to at least one original post every day.
Not much, but it must be refined. It's not your fault that your post is of poor quality. After all, the number of elite positions is limited. I didn't choose you this time. As long as you work hard and keep writing, it will be your turn next time! The traffic brought by the essence post is tens of thousands. Once your post is refined, your store will be hot for several days. In the long run, the next millionaire will be you.
5. Visit the shops of peers, see how others do it, compare their own shops, learn from each other's strengths, find out the shortcomings of their shops in time and make corresponding adjustments.
This is the principle of casting a wide net mentioned in the last post.
Customers don't wait for the door. If they want to find the main one, they must find the opposite sex. This point has been described in detail before, so I won't repeat it. Taobao is also a must-see, and many people are looking for things there. If you are looking for the related products you operate, you will know what to do!
If you want to make Taobao bigger and stronger, it is not enough to rely solely on Taobao. Be sure to go to the mountains, find more customers outside, go to major forums, search engine Baidu Google, and promote your advertisements everywhere. After a long time, the effect is quite obvious, and it is a lifelong enjoyment, which will lay a solid foundation for your future entrepreneurship!
E-commerce customer service work plan 2 time flies, I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment.
First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
Thirdly, smile service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
At the same time, I also have some superficial views on how to overcome the work:
First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1, try your best to understand customer needs and actively help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.
4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem immediately.
5, the appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.
Second, handling customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, discuss the solution after learning more about the complaint or complaint, and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
Three. Matters needing attention in handling customer complaints and complaints
1, be patient
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2. Have a better attitude
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of enterprises to solve problems. Third, it can prevent the negative pollution of customers from causing greater harm to enterprises in time. Fourth, the loss can be minimized.
4. The language is appropriate.
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5, the level is higher.
After complaining, customers want themselves and their problems to be taken seriously. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6, a little more ways
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1, listen carefully to every word of the customer.
2. Apologize fully and let the customer know that you have understood his question.
3. Collect accident information and find out the most suitable solution.
4. Propose effective solutions.
Step 5 ask customers' opinions
6. Tracking service
7. Put yourself in the customer's shoes.
These are just my superficial views as a newcomer. I will try to do better in my 20xx years of work, learn from my predecessors, do a good job with all my colleagues and face new challenges together.
E-commerce customer service work plan 3 Modern enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. As a newly established working group in the call center, the customer service department of 800 call center has made a series of achievements and found a series of problems with the support and help of everyone. In order to better carry out the next stage of work and successfully overcome the sales fault after the year, according to the relevant provisions of the Ministry, the following scheme is formulated:
First, clear the guiding ideology.
With the aim of improving service quality and customer satisfaction as the standard.
As the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition, with more stable customers and more development potential in the market. Therefore, it is necessary to establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.
Second, make work plan objectives.
Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.
The first is the short-term goal:
Consolidate and maintain existing customer relationships.
Two. Discover new customers (potential customers and potential demands).
Goal one can be achieved in the following ways:
1. Communicate with old customers by phone and letter, collect feedback information from customers, and get to know the latest tourism trends of customers.
2. Select customer groups regularly, and conduct targeted home visits and promotions.
Goal two can be achieved in the following ways:
1. Record the customer's basic information and consultation content when accepting the customer's phone call, list it as our potential customer, and develop it into an existing customer in due course.
2. When receiving visiting customers, record their basic information and tourism trends in detail to provide new customers.
To complete the above work, there must be necessary conditions. At present, the conditions for customer service work include:
1, rich in professional knowledge. To serve customers well, you must be proficient in business knowledge. Only skilled customer service personnel can give customers a good first impression and reassure them.
2. Complete customer information. Having complete customer information can make us more aware of who we should serve.
3. Have a clear understanding of customer service and be full of enthusiasm.
In the above three conditions, business knowledge can be continuously supplemented and updated through long-term targeted training. At this point, the regular business training in spring and autumn and the weekly meeting of district and county departments have created good conditions for the customer service department. In terms of customer information, the continuous binding of 62520000 and 800 has also brought great convenience. In an ideal mode, every call of a customer in the future will be recorded, and the consultant will input the relevant information of the customer, which, once summarized, will form a huge customer database. Having such a customer database is of great strategic significance and impetus to the development of customer service.
E-commerce customer service work plan 4 I have been doing customer service in xx for one year. At the end of the year, if there are too many things to sum up, I will briefly summarize them as follows:
First, strive to adapt to the requirements of xx customer service positions
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 xx customer service.
I have been telling myself to vigorously promote our stores, so that our stores and products can stand out from a large number of xx 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 in Weibo, keeping diaries and other promotions, and those promotions are all fruitful. We use through train promotion, xx customer promotion and distribution platform to make our sales more and more objective. The joining of xx customers and distributors has strengthened our team. 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, be the main responsibility of xx 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 xx and xx. 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 you did on xx.
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 inventory data on the page by using xx seller's special browser: Indiana Jones.
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, send a message to the customer by SMS to tell him that the package has been delivered, which can also increase the customer's goodwill towards your store. For customers who have not paid for the goods, if xx is online, you can send a message to customers in the afternoon saying that the order will be closed soon. If you pay now, you 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 manually close the order, although the xx 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 is good for sellers to open the function of cash on delivery on xx network, 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 express delivery, 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, you can inform the colleague who placed the order to deliver the goods, otherwise you need 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 management tools mentioned above, such as store manager or xx store version, can improve work efficiency with the help of auxiliary tools.