Double eleven customer service gang
After-sales: assist pre-sales to solve various after-sales problems, tangled problems and incurable diseases; Attack: solve the customers who consume the time, energy and entanglement of pre-sales customer service and release the pre-sales time; Change orders: assist pre-sales, after-sales and logistics customer service to correct the order attributes, receiving information, remarks and other issues that need to be modified;
Reminder: scan and sort out the unpaid orders placed in the background of the store, complete one-on-one online reminder, cooperate with the operation department to complete SMS reminder, and use telephone reminder for large orders when necessary; Logistics: assist in following up the distribution of orders, check the documents of previous orders, etc. ; Warehouse department: cooperate with customer service department to complete the modification and merger of orders.
Division of work of customer service team: pre-sale (pre-sale+attack): the core goal is to complete order sales, facilitate and reach a deal; After-sale (after-sale+order change): focus on solving intractable diseases and release pre-sale time and energy. Solve the crisis in time; Assistance (reminder+phone call): focus on assisting and optimizing pre-sales and after-sales work, solving time-consuming and labor-intensive work that cannot be solved, improving order sales, reducing error rate and increasing sales.
After the big promotion, the after-sales problem doubled:
1. Sales customer service: customers must answer in time! Calm the customer's mood, explain the overall bad situation of the Double Eleven, seek the customer's understanding, and transfer it to the after-sales treatment in time.
2. After-sales customer service: Want Want transfers it to the customer. After the first reply, read the chat record to avoid asking the customer to explain it again, give a reasonable solution, adhere to the principle of not shirking and being responsible, explain the harsh logistics environment, seek the customer's understanding, keep records, talk to the courier every day, and call the customer back to inform the courier when necessary. Please pay attention to the time limit for refund and don't miss any mistakes. Please honor your promise in time.