Internet customer service work plan 1 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! Anything good will happen to you!
4, the original post essence post (2 and a half hours)
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 and search engine Baidu Google to promote your advertisements everywhere. After a long time, the effect is quite obvious, and it is a lifetime 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.
Internet customer service work plan 2 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 notice
Suggestion:
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 words must be in place to avoid being misled into harassing calls. Understand the reasons for not paying first, and then 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 camp/special price, but our quality is also guaranteed. "
Step 3 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.
4. 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 a 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!
5. Keep a daily 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 be written in concise language, and customers can be notified to buy it in a unified way.
B. There are orders that need to be tracked at ordinary times, such as unknown logistics information, or they are out of stock, but they cannot be contacted.
6, 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.
Internet customer service work plan 3 I. Continuous learning and growth.
A real customer service staff has been learning and making progress. Although I have been in contact with customer service for half a year, I am completely unfamiliar with customer service at first. Although I have made some progress in the past six months, it is still not enough. I will continue to develop myself in my future work. I am a first-line e-commerce customer service. I usually have a lot of work, and sometimes I have to call many customers online at the same time. The customer service staff is still demanding.
Second, the complaint handling
In the third quarter, we should strengthen our own study, handle customer complaints more efficiently, and achieve rapid convergence. In the first two quarters, we didn't do a good job of complaining. This is my personal ability, because there are too many complaints and feedback, and I don't manage my work well at ordinary times and can't handle it in time, which leads to some customers' dissatisfaction. What I want to do in the third quarter is to work hard.
Third, order care.
In the first two quarters, there will always be an explosion of orders on holidays. It is in this case that customer service personnel are most likely to become masters of work. For example, if the order is not processed in time, the order will be cancelled. These problems are prone to some unexpected situations during the peak period. This has happened many times in the first two quarters, so I won't allow myself to happen again in the next three quarters.
It is the key to prepare for the peak period, improve your customer service ability, avoid some unnecessary order disputes, save time, don't spend too much time on a single order, let your work be fully carried out and do a good job after sales.
Internet Customer Service Work Plan 4 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!
Internet Customer Service Work Plan 5 As an online customer service, I must first define my position. I work with customers, and the customer's satisfaction with the purchase is what I want to see most. Therefore, my work plan is basically aimed at customers. In order to improve my work performance, I must learn to grasp the key points of my work. I think my working ability is sufficient. My main task is to strengthen my working attitude and methods, which is also my next working direction.
First, give customers enough understanding.
Customers are impatient and messy, and I am often confused. I also consider it from the perspective of consumers. I must be in a hurry when I buy things myself. When customers are negative and dissatisfied, I can't ignore them. Customers are the god of our customer service. What is customer service? Customer service is an employee who serves customers. Therefore, we should be the people they trust most when buying goods.
Second, give customers enough patience.
Because this is online shopping, customers can't directly understand the goods when choosing them, so there will be many questions about the goods, such as what material this thing is, how long it has been used, what should be paid attention to during use, and so on. Our customer service has become the central point between customers and commodities. We must be patient enough to guide customers to shop and choose the best products for customers, which is not only for customers' consideration. It is also for my own consideration. Once customers don't choose their favorite products, they don't want to return them in the end, which is also increasing their workload in disguise. This is unnecessary. As long as the customer has the intention to buy for the first time, it will be solved perfectly, saving a lot of things.
Third, be strict with yourself.
As an online customer service, I summed up my past chat records with customers and found that I still have many shortcomings and much room for improvement. I want to set higher standards for myself.
1, fully understand the existing products, so as to make yourself comfortable when facing customers' questions, save time and complete communication with customers faster.
I want to provide the most accurate technical support for the use of some commodities. For example, when customers buy computers or mobile phones, they can be told how to check the genuine products, check the old and new machines and so on.
3. The tone of communication with customers needs to be improved. Here, you can ask your colleagues more and learn something useful for yourself to make your customer service work better and more efficient.