In our study, work and life, we will always gain some experiences and insights. At this time, we can record these feelings and ideas. In order to help you master the writing method of sentiment, the following is my sentiment of 2022 Taobao customer service work for you. Welcome to share.
Customer satisfaction is the most important criterion to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.
Customer return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, he could give feedback to the company about all kinds of situations that the customer might not have thought of, and what he encountered in the process of using or directly receiving the company's services. We would also study and save the customer's feedback, so as to improve customer satisfaction, and the ultimate goal was to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.
Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.
Generally speaking, whether an enterprise can survive depends on the degree of customer support for the enterprise. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of an enterprise can be "zero complaints, no complaints".
2022 Taobao customer service work sentiment 2 I remember that in the work summary written last year, I mentioned this year's plan. First, I am familiar with the product; Second, do a good job in after-sales maintenance; The third is to study customer psychology; But what did I do this year? So far, although I am not very clear about the familiar products, it is enough to consult customers according to my current understanding. Of course, some new knowledge needs constant learning. For customer after-sales maintenance, the service has also achieved 80%; I didn't do the last item well. In the process of sales, I didn't grasp the real needs of customers. Besides, I found that I was too kind and not decisive enough. I knew something, but I didn't do it. I didn't convince customers what they wanted and the uncertain information existed, which led to some missed opportunities. As a salesperson, I must reflect and understand this.
Next month, I will switch to after-sales service. The leader said that my performance was the last after-sales service. To tell the truth, I am very reluctant, but people who know are not as good as good people, and good people are not as good as happy people. No matter how my position changes, I won't make myself unhappy. No matter what changes, it is a kind of exercise for me, or a good change after sale. I didn't have time to do what I wanted to do before.
1. Regarding the return of goods, the process is too complicated and the time is too slow.
I think the crux lies in the damage of the returned products and the delay caused by the maintenance or storage of the products. To this end, I want to simplify this process. When returning goods, you should inspect the goods first, repair the problems directly, and give the solutions in time. It's too much trouble for the warehouse to submit the so-called return order to the warehouse, so I want to return the goods and return order directly to the warehouse from the after-sales point, and then hand it over quickly.
Secondly, regarding after-sales telephone calls, the stipulation this time is 80%. To be honest, it's a bit much, but how to do it?
The initial idea is to check whether the customer is online before calling. If yes, pay a return visit through Want Want, and if the customer is not online, pay a return visit by phone. In this way, there are two advantages First, if there is any problem, Want Want has a chat record to check and can avoid unclear things according to Want Want. Second, save telephone charges. And there is a very important problem, that is, when calling customers, it is usually from 9: 00 to 65430. 00 is better, and during this period, the after-sales guidance is mainly completed in the afternoon, so it can be said that you can only call in the morning. In this case, you may not be able to call back. But still work hard first, and then put forward the change plan after summing up.