(1), get to and from work on time, and there are no vacancies during working hours.
(2) Leave should comply with the attendance regulations of the enterprise.
(3), meal time in strict accordance with the provisions.
(4) Don't chat, eat, read newspapers, sing or make noise at work.
(5) Don't cut your nails, comb your hair or make up in public places.
(6) Never quarrel with others for any reason.
Second, customer service responsibilities
1, customer service specification
(1), manners conform to the specifications. Use polite language at work to be polite and kind.
(2) Be familiar with products and related professional knowledge, be a good consultant to customers, seek truth from facts, and do not exaggerate products.
(3) Treat customers with enthusiasm and confidence, and don't neglect customers.
(4) When there are many customers, we should "receive one, wait for two and meet three" and take the opportunity to create momentum and set off a sales climax.
(5) Be patient with the guests without signs of impatience.
(6) Answers to customers should be skillful and correct.
(7) Be polite to customers whether they buy or not.
(8), not strong to pull customers.
2, after-sales service processing specification
(1), after-sales service customers should answer enthusiastically and patiently.
(2) When handling complaints, we should receive them warmly and confirm whether the complaints are really caused by our products or services; If not, be sure to explain patiently.
(3) If it is caused by the products or services of this enterprise, confirm whether it is caused by improper use; If it is caused by improper use, please explain it carefully and apologize.
(4) If it is really caused by quality problems, it shall be returned, and an apology shall be made. (If the enterprise allows, you can give gifts, etc. ) However, it shall comply with the relevant provisions on return and exchange.
(5) If the problem is serious, please calm the customer's mood first and report to the business supervisor or other superiors immediately.
3. Pay attention when communicating with customers by telephone.
Greetings must be polite and thoughtful, and customers should not be treated rudely.
When you know the customer's name, you should respond politely with the customer's last name plus "Mr./Ms." during the call, and you should not be indifferent and ignore the customer's name.
When you encounter a silent phone call, pause for 5 seconds to ask. If there is still no response after several inquiries, politely tell the customer to call another phone, pause for 5 seconds and hang up. Don't hang up directly.
When the customer's voice is low or noisy, politely remind the customer to raise the volume or change the phone, and don't hang up directly.
Don't shirk when you receive a call from an unknown customer. On the grounds of not knowing the situation, appease the customer's emotions and immediately find someone to solve the problem or try to help the customer solve the problem.
Third, customer service skills.
1. Use the mentality of "I'm afraid I can't buy it".
2. Take advantage of customers' desire to get goods quickly.
3. When customers repeatedly appear in buying signal, but hesitate, you can use the "choose one from two" technique to facilitate the transaction.
4. Help potential customers choose and promote transactions.
5. Clever rhetorical questions produce commands
6. Positive suggestions to promote transactions
Taobao shop customer service responsibilities Part II Pre-sales customer service requirements:
1 Careful, patient and responsible.
2. Fast typing speed and strong affinity.
Good at talking, good at expressing yourself, able to chat with customers quickly, with strong observation ability and high sensitivity.
Familiar with all the attributes of the product.
Strong initiative, active recommendation, and tapping customer needs.
Second, the function of pre-sales customer service
Pre-sales customer service is the image of online shop and plays an important role in direct communication with customers. The first task is to do a good job in guiding consumers to shop, so as to "not let go of every customer who enters the store", increase the unit price of customers who enter the store as much as possible, and improve the conversion rate of the whole store.
3. Daily workflow of pre-sales customer service
1 Enter the background to check all the orders of the previous day to see if there are any abnormal orders (including those applying for a refund).
2. Check the message on the workbench. If there is news from customers, whether online or not, you must reply in time so that customers can see it when online. The problem of customer message should be solved in time.
Make a simple record of the after-sales problems and send them to the after-sales service for archiving for future investigation.
If the customer fails to pay within 12 hours after taking the photo, he should contact the customer in time and give an appropriate reminder.
Matters needing attention and necessary contents in pre-sales work
1 Pre-sales customer service must be careful and patient in the work process. Ali Want Want, who works for himself, must set up an automatic reply (if no customers come in, you need to hang up Want Want). The response rate and attitude should be good. As long as it is a customer who comes to consult (except Alibaba Want Want, advertising), you must add Alibaba Want Want friends to do marketing and remarks, so as to do a good job in the marketing of potential customers in the later period.
When receiving customers, don't transfer your customers to others without authorization, so as not to cause a bad impression on customers.
In the process of chatting with customers, you should keep a good attitude, smile and treat customers as your friends. Different customers communicate through different chat methods, guide customers to place orders, and have the opportunity to recommend other hot-selling products or related products to customers. After placing an order, be sure to check with the customer whether the receiving information is accurate. In the case of good communication with customers and strong desire to pay attention to our activity information, we can recommend customers.
Customer service responsibilities of Taobao Store 3 1. answer the question
Mainly customers will have many different types of questions, such as product material, delivery speed, logistics freight, ordering instructions and so on. Need customer service extremely patient answer.
bargain
This is what customers like to do best. Even if the bargaining price is low 1 yuan, it will be very fulfilling.
Increase sales
Sales is an art. In addition to patient answers and intelligent replies, customer service also needs to make a customer pay 100 yuan when he comes in, just to buy something with 100 yuan, and leave with satisfaction. This is the field of sales.
4. Emotional maintenance
If you want a customer to be your regular customer. Making friends with him is the best choice. On some special days, or on the eve of promotion, greeting him in advance in the most flexible way, or giving him some discounts, is a continuation of emotion. This kind of emotion, included in business relations, will be a great wealth.
Step 5 solve the problem
When doing customer service, you will often encounter various unexpected situations, such as complaints from old customers, urgent orders from buyers, and unreasonable customer attitudes. How to deal with them well and make them turn their worries into joy is the responsibility that customer service must bear.
Taobao shop customer service job responsibilities 4 Taobao customer service job responsibilities? The customer service work of Taobao shop is not as simple and easy as expected, which requires rigorous attitude and meticulous mind. A small negligence of customer service may bring losses to the company, which is very unfavorable to the operation of the store. So below, the responsibility of Taobao customer service has been clearly defined.
Basic duties
Customer service (product knowledge, sales skills, pre-sales reception, after-sales treatment)
I. Product knowledge
1. Be familiar with the company's product knowledge and production technology.
2. Have a clear grasp of the whole process of production, sales and logistics.
Two. Sales skill
1. Answer customers' questions, guide customers to buy and facilitate the transaction.
Three. Pre-sale reception
1. Be familiar with the operating rules of Taobao Seller Center, handle customer needs, and modify freight, price, delivery address, etc.
2. Receive customers, and the daily store Wangwang customer service is on duty.
3. Cooperate with the promotion of the company's Taobao shop and independent online shop station, and post posters in various communication groups and forums to promote the shop.
4. Complete personal sales form, sales form sorting and invoice sorting.
Four. after-sales service
1. Solve the after-sales problem of delivered orders.
2. Summarize the after-sales problems, put forward feasible solutions, avoid and improve, thus saving costs.
3. Supervise the problems in the pre-sales customer service to improve the conversion rate of visitors' orders.
Specific details:
1. Order arrangement
1. 1 Organize personal sales products and notes in time.
Requirements: The content of products sold by individuals should be accurate, and there should be no typos. The special customization should be clearly described, and pictures should be sent to the production department Want Want if necessary.
Punishment:
1) If the order is delayed because it is not delivered to the production department on time, the performance of the order will be deducted and 20 yuan will be fined.
2) Content error: The following errors are serious errors with serious consequences:
Size error: for example, 1.24m× 2m is written as 1.42m× 2m.
Wrong delivery time: for example, 1 1.2 delivery is written as 1 1.20 delivery.
Attribute misspelling: the font color required by the customer is misspelled;
If the above mistakes are found before the production order is issued and corrected in time, 20 yuan will be fined; If it has been sent to the factory, 50 yuan will be fined; If the actual loss exceeds that of 500 yuan, compensation shall be made according to the actual loss. Other mistakes will be punished to varying degrees according to the seriousness of the case.
1.2 consignee information and delivery method
Requirements: After payment, the buyer should check the receiving information, effect drawing and size, delivery time and delivery method with the buyer. The name of the consignee should be true and accurate, and the delivery method should be agreed (including: the buyer picks up the goods and sends them downstairs for delivery and installation), and it should not be vague. Call to communicate with customers when necessary. After checking that the above information is accurate, Want Want should confirm with the buyer as the basis for possible disputes in the future. Punishment: If the above requirements are not complied with, the performance of this order will be deducted and 20 yuan will be fined.
1.3 Remarks
Example of the basic format of notes:
The format is: name, size (width x height, default unit is meter), whether the pattern is modified or customized, delivery time, delivery situation, special remarks (favorable comments, delivery of basement membrane adhesive, special requirements of customers, etc.). )
Liu He, 3m x 2.4m, normal pattern, 65438+February 65438+September delivery, self-lifting. Send glue.
Requirements: Remarks should be standardized, accurate and timely (the buyer must make detailed remarks within 20 minutes after payment). If there is any change, it should be made in the remarks, indicating the time and content of the change (the original remarks should be kept), and report to the customer service supervisor in time.
Punishment: If the above requirements are not complied with, the performance of this order will be deducted and 20 yuan will be fined. If the buyer fails to report the change of delivery information to the customer service supervisor in time, the buyer shall compensate the delivery error according to the actual loss, deduct the performance of this order, and impose a fine on 50 yuan.
1.4 order tracking
Requirements: Buyer's payment is not the end of customer service, but the beginning. Customer service should track whether the order is delivered on time. If it is not delivered on time, the customer service is responsible for QQ (if QQ does not respond, you should call) or call the customer service supervisor. If there is a question session, you can skip it. Customer service should track whether their orders arrive on time. If they don't arrive at the appointed time, the customer service is responsible for QQ (if QQ doesn't respond, you should call) or call the customer service supervisor. If there is a questioning session, you can be excused. Especially for buyers with tight time requirements, they should follow up the progress of delivery and logistics in time.
Punishment: If the customer service fails to follow up the delivery and logistics information in time, the performance of this order will be deducted and 30 yuan will be fined.
1.5 After-sales
Customer service should be able to handle simple after-sales in time. For complex after-sales, leave a message or call the customer service supervisor in time according to the specific situation to avoid delay.
2. Negotiation management
Everything is based on a single order. Anyone who bargains must have a strong intention to buy. Therefore, buyers who are not within the bargaining authority of customer service should try to ask for instructions from their superiors to avoid missing orders.
Basic management regulations
1. Attend
Customer service in the day shift instead of the night shift should work in the company at the specified time. /kloc-If you are late within 0/0 minute, you are allowed to work in the company for two days a month, and 20 yuan will be deducted for more than one time. 20 yuan will be deducted for being late for the day shift for more than 10 minutes.
During the shift, if you can't go online on time for some reason, you need to call the customer service supervisor to ask for leave to adjust the tune. If you find that Wangwang is not on duty online and has not taken leave, you can deduct 200 yuan.
2. Response time
When customers ask questions, whether they are on duty or not, Want Want Online's customer service needs to answer them as soon as possible, and automatic reply is not regarded as a reply. If the response time is more than 2 minutes and more than 3 times within one month, 50 yuan will be fined. If the customer fails to reply within half an hour after the inquiry, a fine of 100 yuan will be imposed, and 200 yuan will be deducted for 2 hours, cumulatively. It is forbidden to hang Wangwang in the air. Whether on duty or not, if he is not on duty in front of the computer, please don't turn off Want Want. Hanging for more than 2 hours (including 2 hours), a fine of 200 yuan shall be imposed.
3. Performance pay calculation
Basic salary+commission+bonus
Basic salary: primary customer service: basic salary 1500 yuan; Intermediate customer service: basic salary 1800 yuan; Senior customer service: the basic salary is 2200 yuan; Account manager: the basic salary is 2700 yuan; Commission: 0.5% of individual sales performance. Bonus: team score (10% of basic salary)+Man Qin Prize 100 yuan+living allowance for 200 yuan.
1) Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers, reach a deal, and count it into this customer service performance.
2) The same buyer consulted a large number of customer service performance calculations to take photos of flag-planters.
3) When the unpaid order has been photographed for more than 24 hours and the customer service is not online, other customer services can pursue the order and guide the buyer to plant the flag again, and the pursuit of the order is successfully included in the customer service sales performance.
4) When the product is not of quality, if the product is returned due to the customer's personal reasons and Rui Zhiying's team service is not in place, the customer service performance will be deducted.
5) The non-quality problems of products are caused by customer service. If it is changed to favorable, customer service performance will be deducted; If it is not changed to favorable comments in the end, after deducting the performance of customer service orders, it will be fined 100 yuan.
Customer service promotion plan
The principle of customer service promotion is to emphasize ability, and there are many people with ability.
Intermediate customer service promotion conditions:
1. The primary customer service has been error-free for two consecutive months;
2. Meet the requirements of intermediate customer service and pass the examination;
Requirements:
1) be familiar with and understand the product knowledge, such as the material and process size of murals and ceramic tile background walls;
2) Be able to provide regular after-sales service;
3) Be familiar with and understand the basic knowledge of logistics, and be able to accurately judge the logistics situation in most cities and counties;
4) Be familiar with and understand the production status and process of the factory, and accurately grasp the production cycle of most products;
5) Have certain sales skills, be able to grasp the scale of urging orders, urge orders reasonably and effectively, and promote transactions;
6) Can independently complete the consultation, ordering, negotiation and transaction of Tmall bulk orders;
Advanced customer service:
1. Intermediate customer service has been error-free for three consecutive months;
2. Meet the requirements of senior customer service and pass the examination;
Requirements:
1) Product experts are familiar with the historical origin and pricing of most products, the characteristics and prices of similar furniture in Taobao, and the characteristics and prices of similar offline brands;
2) Sales experts, who can answer buyers' purchase questions from a professional perspective as product experts, have a deep understanding of customers' psychology and are good at crying about customers' sales;
Account manager:
1. Senior customer service for one year;
2. There were no errors for three consecutive months before the upgrade;
These are the responsibilities of Taobao customer service. If you want to do customer service, you can learn.
Customer service responsibilities of Taobao Store No.5 1. Take the initiative to answer customers' questions, such as product material, size, delivery date, etc.
2. For customers who arrive at the store but don't place an order, take the initiative to consult, further increase sales, and record customers' concerns, and encounter the same problem in the next sales.
3. After the customer places an order, check the delivery address to make the customer feel intimate and reliable, and remind the buyer to praise after receiving the goods. After 3 days, contact the buyer to confirm the receipt.
4. Maintain the affection between old customers. In case of holidays, take the initiative to bring care and attention to old customers, especially when the store is doing activities or going to new stores, you can remind old customers to come and have a look, and there are discounts.
5. Handling of after-sales problems. How to politely refuse unreasonable customers; How to comfort buyers who are reminded; How to contact the buyer with bad reviews to modify or delete bad reviews?
6. Query the orders that have been placed but not delivered in the background in time.
7. Feedback the sales situation of the store baby to the store operation in time, and formulate corresponding operation strategies.
Taobao shop customer service responsibilities 6 1, familiar with products, understand product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently.
2. Receive customers. As mentioned above, as a customer service guide, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store. There are two main ways to realize customer reception. One is to communicate with customers by using instant messaging tools such as Ali Want Want and QQ. The other is to answer customers' calls. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like Wangwang.
3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now, it is very convenient to synchronize the inventory data on the page by using the special browser for Taobao sellers: Indiana Jones, an online shop.
4. The customer sends a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.
5. Modify the comments. Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed. Under normal circumstances, the default is to use a small red flag as a note, and write the reason for the modification, the manual number and the modification time in the note, so that the modified place can be seen at a glance, and the online store housekeeper can directly grab it when placing an order.
6. Delivery notice. After the goods are delivered, send a message to the customer by SMS to tell him that the package has been delivered, which can also increase the customer's goodwill towards your store. For customers who have not paid for the goods, if they want to go online, they can send a message to customers in the afternoon saying that the order will be closed soon. If they pay now, they can deliver the goods today. It's called a reminder. For customers, some customers may forget to pay after placing an order, and then forget it slowly. Please remind him a little, remind him. In this case, it is equivalent to pulling another customer. For those customers who don't intend to buy, but just take orders on impulse, they can close the order manually, although Taobao system will automatically close at that time, which is convenient for other colleagues to work. The order of repetition is similar to this method. The key is to contact the customer and ask about the purchase intention.
7. Cash on delivery order processing. It's a good thing for sellers to open the function of cash on delivery on Taobao, but many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, the price is more expensive than that on the website, and they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the courier, but if the customer thinks you are cheating him, you may lose a group of customers, so. If the buyer agrees to cash on delivery, he can inform the colleague who placed the order to deliver the goods, otherwise he needs to place a new order. I am deeply touched by this. When cash on delivery first came out, we found that the rejection rate of cash on delivery was very high, so later we asked the customer service to call the customer to confirm that although the phone bill was overpaid, the implementation proved that the rejection rate of non-express factors was zero under normal circumstances.
8. Customer evaluation. Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.
9, bad review processing. Many friends are crying because of this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. If you find bad reviews, communicate with customers quickly and see what causes them. Customers don't give you bad reviews for no reason. Understand the situation first, then solve the problem. Ordinary customers will give you a revised evaluation. For some buyers who get improper benefits from malicious comments, customer service should pay attention to collecting information so as to collect evidence for subsequent complaints.
10, related software learning. For example, the store manager mentioned above or Taobao Store Edition and other store management tools, with the help of auxiliary tools, improve work efficiency.
Taobao shop customer service responsibilities 7 1. Be fully responsible for the sales and management of Taobao store/mall, and be familiar with the operation process of Taobao store. ;
2. Plan the marketing activities of online stores to increase the turnover of online stores. At the same time, the daily maintenance of the store can be carried out: timely and accurately follow up orders, accept customer inquiries, reply to customer messages, and ensure the normal operation of the online store;
3. Be responsible for the decoration and promotion of the company's Taobao Mall and stores, improve the click-through rate, page views and conversion rate of the stores, and achieve the goals set by the company;
4. Familiar with Taobao training, taobao guest and other Taobao propaganda tools, and be good at summing up experience to provide strategies for achieving sales performance;
5. Love Taobao, have a strong sense of customer service, and have the ability to deal with emergencies; Patience and meticulous work, can bear hardships, have strong affinity, adaptability and writing and language communication skills;
6. Honest and trustworthy, dedicated, quick-thinking and innovative;
7. Relevant online shop working experience is preferred.
Customer service responsibilities of Taobao Store 8 1, responsible for receiving customer inquiries and answering customer questions;
2. Recommend our products to customers and guide them to make a deal;
3. Improve the repeat purchase rate by serving and recommending old users;
4. Sales tracking: tracking the production, delivery and logistics status of customer orders;
5. Solve related after-sales problems for customers in a timely and effective manner;
6. Prepare, distribute and ship the goods within the specified time according to the order;
7. Use various Internet marketing promotion modes, such as email marketing, media delivery, forum community, soft text, link exchange and other ways to promote brand marketing;
8. Other customer service related work.
Customer service responsibilities of Taobao Store 9 1, pre-job meeting, and customer service supervisor informs about product updates, event notifications, preferential strategies, gifts and other matters.
2. Check whether the quick reply is synchronized as required.
3. Understand the change of self-inquiry and colleague's inquiry the day before, sum up your own shortcomings and make optimization in advance.
4. Here, I suggest you take a note on the computer or simply sort out the documents, sort out the questions that buyers often ask, and inform you to sort out your own replies to see where you have caused the loss of customers and whether there is a powerful rescue plan.
5. Pay attention to the silent list after the night shift yesterday, so as to facilitate the warehouse to count the delivery.
6. Urge unpaid orders. It should be noted here that when dunning, please try to read the chat records of colleagues last night before describing the relevant dunning words, or you can dunning from the direction of preferential activities when there are preferential activities the day before. Simple and quick phrases have a bad urging effect. At the same time, property buyers who are urged to meet the standards and bright stars will be the focus of transformation.
7. Receive buyer's consultation
Welcome-Introduction-Bargaining-Guidance on Ordering-Guidance on Payment-View Buyer Information-Select Express-End Farewell-Order Notes-Cooperate with Warehouse Delivery.
8. Buyer information
Buyers can be divided into transformed buyers and untransformed buyers. For the converted buyer, the information about the marking remarks should be collected according to the characteristics of this buyer. For buyers who haven't converted, we should first collect the information that customers don't buy, such as: high price, poor quality, novel style, high cost performance of peers, no discount, few functions, no postage, poor express delivery, etc., make records in time and feed back to product development or operation every day. Because the buyer's feedback is definitely the most direct, we have accumulated more information over time. 100 among the buyers' comments, 90 people said that our styles were not novel and our clothes were rustic. So, should we give more consideration to the choice of products? Of course, for customers who have not made a deal, we can also make additional purchases or collect instructions, or pay attention to our micro-amoy to make it our customer base. Over time, these customers are still likely to change under our subtle influence.
Customer service responsibilities of Taobao Store 10 1. Communicate with customers through Want Want, answer customers' questions, guide and identify potential customers, provide online consultation and sales of products, and guide customers to place orders online to better promote sales and facilitate orders;
2. Correct service attitude, guide customers to get favorable comments and improve store evaluation;
3. Handle daily simple pre-sales problems independently;
4. Follow up the success of the order in time and follow up;
5. Respond to customers' questions, try to use appropriate expressions according to the actual situation, and create a harmonious shopping atmosphere;
6. Answer customer questions accurately, avoid answering irrelevant questions, constantly guide customers to buy, and quickly facilitate transactions;
7, typing speed shall not be less than 80 words/minute;
8. Give priority to buyers who buy goods. For buyers who are hesitant and unable to attack for a long time, cleverly increase their desire to buy, send in-store promotions or small favors to promote transactions;
9. After the transaction, sometimes we will check the delivery address with the buyer, guide the buyer to receive praise again, remind the buyer to pick it up at the store, and look forward to the next cooperation;
10, customers who failed to reply in time or made a deal actively communicated with the buyers to win marketing opportunities again. For offline buyers, clever information is helpful for secondary marketing;
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