It is concluded that the online customer service work time is not long, but I have learned a lot of new knowledge and technology and contacted the work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.
Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was 53 customer service. I'm not very satisfied with my performance, because I didn't finish these two things well. Here is a detailed explanation of the completion of this work:
First, the network work content
1. Update the news of the website Shenyang Campus, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master our daily news, and learn relevant knowledge about English exams and studying abroad.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. In Baidu Post Bar and Baidu know to check the relevant information of English schools and master the latest views and needs of English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.
6. Write English articles on public welfare activities-high school construction.
7. Write a new section of the English website-the related content of IELTS score guarantee plan.
Second, 53 customer service consultation
Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of 53 customer service work, mainly because of the following problems:
1, the consultation volume itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.
In view of the above problems, I plan to make improvements in several aspects in my work next month:
1. It is also most important to analyze the contents of customer service consultation last month, find out the problems existing in communication, change the communication mode and tone, try to guess the speaker's psychological activities and improve the consultation ability.
2. Strengthen the publicity of the website in English, and add 53 customer service links on the page of the article as much as possible to improve the click-through rate.
3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Summary of online customer service II. I am the online customer service of the network development department. Joining the company is an honor to be a new member. I am mainly in charge now, and I will try my best to do my job well.
As a network customer service, the basic responsibilities are: managing all customers who have clinched a deal, making different levels of return visit plans, redeveloping customers, renewing customer fees, managing customer documents, making monthly plans, sorting out collected information, feeding back to the technical department and assisting in making corresponding plans, daily management of customer service personnel, calming users' emotions, inquiring records, registering records, and sending faults to relevant personnel.
First, reply to the message.
After logging into the account, you will see the news of customers and potential customers, so you should reply to these messages seriously. If it is online, it is a direct reply. When you reply, you should reply in time and try your best to avoid omission.
Second, send a confirmation letter to the customer.
After reaching an intention with the customer, a confirmation letter should be sent in time for the other party to confirm. It's best to write a confirmation letter in advance and make a template. You should update your email at any time to ensure that you can see the customer's reply at the first time and whether the information has been sent successfully.
Third, send a reminder letter in time.
If the goods are not actually traded within three days after being photographed, customers should be reminded to trade in time. Record all customers who have reached their intention and remind them in time. There is a link to "transaction reminder" in the general mailbox, just click Send.
4. Send a transaction warning letter.
If you don't choose to trade within seven days, you should send a warning letter to the customer. Check the specific situation carefully before sending, either out of stock or the transaction is cancelled.
Online customer service summary: I have been doing customer service for almost three months. 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 take advantage of my internship at school to grow up as soon as possible. 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 store with the largest monthly sales volume of 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 to be done before selling is to be familiar with the various operations of Ali Want Want and the specific use of the seller's backstage. This is the foundation, so I won't say much, but there are several points that need to be emphasized;
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 remind customers of their 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!
5. Shortcut phrase setting: Shortcut phrase setting can maximize the reception speed of our customer service, reduce the waiting time of customers and improve the conversion rate. Some commonly used, customer frequently asked some activity information, express delivery questions, and the conclusion of the reception can be set with short sentences, which will greatly facilitate our customer service work.
In addition to the operation skills of Want Want, as a pre-sales customer service, we should also master some sales communication skills to make customers feel comfortable, put the money in their pockets into yours and keep saying thank you. Generally, every customer service has its own set of experience. Here I briefly mention a few points, where there is a better way, welcome everyone to give us your advice!
Don't agree to the customer's request easily. Even if his request is simple and easy to agree, customers will think we take it for granted. We are making their money, and we will probably doubt our own profits. When a customer asks for a few packages or a reduction in price, you can say to the customer first, dear, we have already made a very favorable offer. You see, we have sold so many pieces that we have never encountered such a situation. You are an old customer. Then the customer service can wait 30 seconds before replying to the customer and pretending to have applied. In fact, in many similar situations, customer service can make its own decisions. This is because you promised the customer's request again, and the customer will feel that you respect him very much and fight for his rights and interests, and generally thank you.
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.