Tisch
I worked as customer service in Taobao for one year. I was in charge of marketing before, and then I returned to Taobao, so my life goal is very clear. For people with low education and qualifications, choosing this industry is very clear. Similarly, as a customer service, I sometimes feel bored and tedious with others, but every time I can get customers' recognition and exaggeration of service quality, and the boredom and tedium in the early stage have been transformed into value. To be a qualified or successful customer service, you should be patient, careful and United, and learn from the best, which I believe will enhance your value. Now I am transferred to another school and promoted, and I am also in charge of this work. I hope to communicate with experienced people. The following is my work plan:
1. Reception
Sincerely face every customer who comes to consult, and let customers feel your sincerity with a cordial and friendly attitude and smiling facial expression.
Answer customers' questions quickly and accurately, and try not to keep customers waiting for too long. Don't jump to conclusions about questions you don't understand. Ask for internal confirmation before answering customers! Don't exaggerate the letters such as product functions, so as not to make customers feel a gap after receiving the goods.
2. Payment suggestion notice A Write information notice: Dear, we have placed an order, and the system will hold the order for dear for 3 days. It is recommended that you pay the next payment at your convenience. If you have any questions, please feel free to contact our online customer service. B telephone notification: polite language must be in place to avoid being misled into harassing calls. Know the reason for not paying before you know the payment. You can promote your own brand appropriately, on the one hand, consolidate the payment, on the other hand, deepen your impression of the brand. Thank you for your support if you seldom visit our home. The price we are buying now is our trial/special price, but our quality is also guaranteed. ...
4. Registration of friend information In order to complete the order more quickly and provide more intimate service, I will register customer information: height, weight and purchase information in my friend's notes or background orders. I have added my dear friend as my friend, and my dear friend's height/weight and wearing information are registered. Remember to contact Xiaoqing for the next consultation, and I will provide services for my dear friends very intimately. In addition, I can know which brands of customers usually wear what, and analyze the consumption level in order to recommend!
Step 5 keep a diary
A. In case of temporary shortage, customers who need to be notified when new models are put on the shelves should establish a document registration: id, model number to be notified, code number and other related information, and call customers to buy as soon as they arrive. The new model can inform customers to buy in concise language.
B There are usually orders to be tracked, such as unknown logistics information or out of stock.
check
Every day, I plan to refresh it the day after tomorrow to understand the sales situation. And check which ones need to be forwarded to other couriers, and contact customers or leave messages for customers.
7. In my spare time, I will try my best to learn about other stores, especially some famous brands. Consolidate your external and internal knowledge.
extreme
Taobao does business every day, and it is very important to stick to it. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. It's not your fault that business is bad. It's your fault that you are idle. Just a little advice from myself. Oh, don't be accused of fooling around without doing a good job.
1, get up early (1 hour)
Get up at 8 o'clock every morning and surf the internet 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, you can insist on doing ten minutes of exercise to consolidate Taobao's protracted war. Because doing online shop customer service should be the same as going to work every day, you can't say that you can get up later 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. Do you know what Taobao lacks and needs most? It is time.
2. Tidy up and check your shop (1 hour)
Spend at least half an hour checking your online shop every day, look more and more, see what the shop is missing, what needs to be modified, and see if the window space used is 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 comments. Give a positive comment. These jobs look small, and when you are busy, you will be relieved of your burden, so you won't be in a hurry.
3. Watch more, watch more and show more (1 hour)
Spend at least an hour and a half visiting Taobao community every day to learn and exchange experiences, reply to Taobao friends' posts attentively, 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. This man, as long as he is famous, will be different! Everything good will come to you. . Ha ha!
4, the original post essence post (2 and a half hours)
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's 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. Peer learning (1 class hour)
Visit your peers' shops more, see how others do it, compare your own shops, learn from each other's strengths, find out the shortcomings of your own shops in time and make corresponding adjustments.
6. Take the initiative to find customers (2.5 hours)
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. Many people are looking for things here. If you are looking for the related products you operate, you will know what to do!
7. Advertising time (2 hours)
If you want to make Taobao bigger and stronger, it is not enough to rely solely on Taobao. You must go to the mountains, find more customers outside, go to major forums, go to the 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!
8. Gangs and groups (1 hour)
There are too many gangs and groups, and sometimes it makes you dizzy. It won't hurt to add a little more anyway. You added more gangs. The scope of activities has also expanded. Propaganda is naturally more in place.
Tisso
I. Work objectives
1, if the sales target is to have good performance, we must strengthen the study of product knowledge and Taobao customer service, broaden our horizons, enrich our knowledge, and adopt diversified forms to combine product knowledge with Taobao customer service skills.
2. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.
3. Be very familiar with our baby, so as to communicate with customers well and answer their questions.
4. Be diligent and careful, and get into the habit of taking notes.
5. Be clear about all aspects of online store operation and management (baby editing, removal, picture beautification, store decoration, logistics, etc.). ).
6, for old customers, as well as regular customers, protect contact at any time, when time and conditions permit, festivals can send blessings.
7. While having old customers, we should constantly develop new customers through various channels.
Second, the goal of self
1. Be a person ahead of time, be practical, be responsible for your work and make a little progress every day.
2. Only when you have good communication with colleagues, have a sense of teamwork, communicate more and discuss more, can you continuously increase your business skills.
3, execution, enhance the ability to complete the task with good quality and quantity.
4. Develop a good habit of being diligent in study and good at thinking.
5. self-confidence is also very important. Only by having a healthy, optimistic and positive work attitude can we complete the task better.
Principle of goal adjustment: stick to the general direction and change the small direction appropriately.
Finally, the plan is good, but more importantly, it lies in its concrete practice and results. Any goal, just saying no, will fail. However, the reality is unknown and changeable, and the written target plan may encounter problems at any time, which requires a clear head. In fact, there is a mountain peak in everyone's heart, carved with ideals, beliefs, pursuits and ambitions; There is a forest in everyone's heart, bearing the harvest, fragrance, frustration and tempering. If a person wants to succeed, he must show courage, work hard, struggle and struggle. Success, don't believe in tears; Success, not believing in decadence; Success doesn't believe in fantasy. In the future, you have to work hard on your own!
A wise man said: God has closed all the doors, and he will leave you a window.
We have failed, we have suffered, we have been confused, we have envied ... and most importantly, I have been struggling.
Article 4
In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:
1, consciously abide by the company's various management systems;
2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;
3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of photoshop and coreldraw software;
4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;
5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the excellent team of Ruihe Property. Ruihe's cultural concept and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!