The key to good customer service is to pay attention to all the details of business links. As customer service staff, we should handle the orders submitted by customers, follow up the work, ensure timely and accurate, visit customers regularly, and provide suitable products if customers meet the requirements. Whether you are looking for or preparing to write the year-end summary of Taobao customer service, I have collected relevant information below for your reference!
Taobao customer service year-end summary 1 Taobao customer service is an important part of online stores. Its importance cannot be ignored. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically.
Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal.
Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions.
These days I have clearly realized the responsibility and importance of work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service.
The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices. Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc.
In greeting, whether Wangwang is online or in other states, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help.
In question and answer, no matter what happens, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time.
In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
The following is my work plan for 20__ years:
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.
Notice payment
Suggestion A: Write an information notice: "Dear, we have placed an order, and the system will hold the order for you 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. For example, "it's rare to visit our home. Thanks for your support. The price we are buying now is our trial/special price, but our quality is also guaranteed ... "
Return visit/leave a message
After the transaction is successful, I suggest Wangwang write some targeted messages. For example, this time we will clear the warehouse: "Dear, except for the special price, all other goods in our store are 100 minus 20%. Welcome to buy! " If there is really no movement, take other measures: such as calling back old customers! After-sales problems are suggested to be known by telephone. Also, I will give some warm tips for every special clearance item sold. "Let me make it clear to you first, we have all these special clearance items. We will try our best to exchange them for you within the exchange range, but it is not suitable for return." Try to reduce some after-sales work.
Register your friend's information
In order to complete the order faster and provide more intimate service, I will register the customer's information: height, weight and purchase information in my friend's notes or background orders. "I added my dear friend as my friend, and my dear 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 grade in consultation, so as 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.
Taobao customer service year-end summary 2 20__ is about to pass. Looking back on the work of the past year, I feel deeply and time flies. Unconsciously, I have been working in Ruihe Property for more than a year. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
Looking back, it seems that just yesterday, I applied for the customer service position of Ruihe Property, and now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a member who is familiar with customer service work.
Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
The following is my main work in the past year:
1. Archive and manage the owner's files as required, and track and update the changes in time;
2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form;
3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;
4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;
5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;
6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;
7, the replacement of old and new forms and put into use;
8. Complete other tasks assigned by superior leaders.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In Ruihe Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.
Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.
In the brand-new 20__, 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, and the cultural concept of _ _ 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!
Looking back on my work in the past year, with the support and help of the company's leaders and colleagues, I was strict with myself and completed my work well according to the company's requirements. Through half a year's study and work, my working mode has made a new breakthrough and my working style has also changed greatly. Now my work in the past year is as follows:
First, the daily work of the customer service department
Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.
1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.
2. Straighten out the relationship and create the departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.
3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.
4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.
Second, strengthen self-study and improve professional level.
Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Three. Existing problems and future efforts
Over the past year, I have been able to work conscientiously and creatively, and achieved some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't do it with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.
In the next year's work, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.
In 2020, we are full of confidence and hope. In the new year, we will strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.
The rich and busy year of 2020 has passed, and a brand-new year has followed. In the past year, under the care and correct leadership of leaders at all levels, with the active cooperation of various departments and with the joint efforts of all the staff of the customer service department, our customer service department successfully completed all the tasks of the whole year, which are summarized as follows:
1.At the beginning of 2020, we collected and filled in the application materials of the owner of Building _ _ _ _ _ _ _, and entered them online. In the shortest time, we have dealt with _ _ _ _ _ _ _ _ _ _
Second, in order to standardize the sales files, the sales files before 2020 were sorted out, including the sales files of Yaxin Garden, Plot _ and Plot _. _ plot was divided into volumes, and the files were coded, bound, boxed and labeled, and the number of volumes was _ _. And made an electronic catalogue for future reference, sorted out the company's personnel documents and borrowing work, and made an electronic summary.
3. During the pre-subscription period, review the subscription form signed daily according to the company's sales system, register the ledger and control the housing.
Four, in order to better work in the later period, according to the requirements of the Housing Authority, a * * * set of commercial housing sales contract was made in advance, and the official part was stamped and pasted.
5. For the publicity work of _ _ _ District and _ _ _ _ _ _ _ _ _ _ _ _ 2020, do a good job in the materials and preliminary work of the housing fair, so as to make the housing fair run smoothly. At the same time, it is responsible for managing statistics and distributing gifts, and binding the materials of the housing fair into a book for future reference. For the information of other real estate companies in 2020, the prices of several real estate companies were investigated and summarized by telephone survey.
VI. In order to enable the company to pre-sell as soon as possible, it is prepared to collect the pre-sale permit information of _ _ _ _ _ _ _ _ _ _ _.
Seven, because the work of the customer service department is more complicated, it is easy to repeat the work if you don't pay attention. Therefore, everyone is required to do everything carefully, all the time and everywhere. In order to ensure the progress and quality of the work, we should emphasize the word "strictness" in the quality and requirements of the work and improve the quality of the work. We must strictly control the work, overcome the idea of "getting by", make careful arrangements and strive to improve the quality and efficiency of the work. In order to achieve the expected effect, we should strictly and standardly complete every little thing and every specific work, so that our department can successfully report and approve the loan information of _ _ _ households at the end of the first month of the pre-sale period, and let all the loans of 30 customers be paid to the company account in the shortest time, which will bring benefits to the company.
Eight, as of _ _ _ _ _ _ _ _ 2020, the commercial housing sales contract has been audited, the house has been correctly registered, and the ledger has been made, so that there is no difference between the sales return amount and the financial return amount. Collect, fill in and report loan customer information, including online entry, scanning and uploading loan customer information, correctly filling in provident fund and bank loan contract, handling advance notice and pre-arrival certificate. The loan amount is more than RMB _ _ _ yuan, and the loan interest rate reaches _ _%.
Looking back on the work in the past year, the reason why our department can successfully complete the task is mainly due to the following aspects: first, the attention and support of the company leaders; Second, the cooperation and cooperation of other departments of the company; Third, the unity and cooperation of employees in this department and the joint efforts of * * *. While summing up the achievements, there are still many shortcomings that need to be improved and worked hard.
In the new year, our department should actively adapt to the requirements of company development. With the continuous expansion, standardization and perfection of the company, we can expect that our work will be more arduous, demanding and need to master more knowledge. Therefore, all the staff of the customer service department will study harder, improve their own quality and skills, adapt to the development requirements of the company, make a good job plan of 202 1, and closely focus on the business work of the customer service department.