Tmall customer service 1 personal summary and work plan model essay
It's the end of the year again, and the customer service work of Tmall XX Mall has passed for another year. The following is a summary of this year's work:
1, familiar with the product, understand the 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, how to recruit online shop customer service has already been mentioned. 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 to tell him that the parcel 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.
Personal Summary and Work Plan of Tmall Customer Service Fan Wener
Looking back, since I joined the company, I have gained and lost in the operation and promotion of shopping malls, and I have also encountered many problems and difficulties in my work. There are also misjudgments about the consumption of commodity groups in the works. Therefore, summarize the work. I hope that in the end, the company can help.
I. Summary of work in the past year:
1. You can refer to Taobao official website page activities (such as gold panning and exclusive shopping) at least once a month, but the ultimate group buying activity (gathering cost-effectiveness) needs to be broken.
2. The cost and control of through train and drilling exhibition are not ideal, and the flow and conversion can not achieve the expected effect. Sales are not in direct proportion to expenses.
3. Free traffic only takes time on site optimization (home page, product inner page, title optimization, Taobao community, etc.). ), as well as communities, forums, micro blogs, etc. It has not been better promoted and publicized outside the website.
4. The style control of the main products is not good, which leads to the promotion time of a product can not last long. And the inventory of goods is not completely ready.
5. The repeated marketing of old customers has not achieved a good membership system, and the turnover rate of repeated purchases has declined.
6. Market stores make use of the special price method to continuously improve customer credit to prepare for better commodity investment, thus promoting commodity sales.
Second, the promotion needed in the work:
1, insist on pushing 2-5, sort out the inventory, and analyze the consumer groups at the same time. The ways to promote it include activity-based method and cost method. Note: the cost-effective style should be distinguished from other activities.
2. The activities and operations designed by Tmall should keep up with the internal changes of Taobao. What is the selling point of the product better highlighted on the details page of the main style of the product?
3, sales better to complete the most basic requirements of Tmall:
The annual sales volume is 600,000, and the annual service cost is 60,000.
The average daily sales is 3000 yuan. The average daily sales volume of goods is 30 pieces.
L control the profit of each transaction amount and minimize the cost.
4. Strengthen the recruitment and training of customer service and after-sales personnel, and popularize product knowledge. Better enhance customers' confidence in the after-sales of goods. Learning, progress in learning is more appropriate.
5. Active consumer groups should be clear and distinguished from the end consumers of the brand.
Three. Need the help that the company can provide:
1, the seasonality of products should be updated in advance, the product styles promoted by Tmall should be distinguished from other platforms, and the inventory should be adapted.
2. Minimize the return rate and turnover rate of commodities. While doing my job well, I also hope that my colleagues in the warehouse can cooperate with each other.
3. Under suitable or mature conditions, the promotion expenses of through train and drilling exhibition should be increased appropriately.
4. Establish a reward and punishment system. Those who reach the sales volume can be rewarded with bonuses or commissions to improve the enthusiasm and unity of the team.
Plan 20 17:
After the summary of the past year, in the face of increasingly fierce competition in the Tmall platform market. 20 1X must first stabilize the original monthly sales amount and monthly sales quantity. And find a breakthrough. Specifically formulated the following two key plans:
First, commodity consumers, commodity innovation: consumers have expanded from the previous working class and business people to young, street casual fashion and versatile. Therefore, commodities hope to be innovative.
2. The daily sales volume is 20-50, the daily sales volume is 2000-8000 yuan, the monthly sales volume is 300-800 yuan, and the monthly sales volume is 20000-150000 yuan. Control the transaction amount between cost and profit.
The success of electronic commerce. It is the mutual cooperation, mutual trust and cooperation between a team. Any position is very important, because this position is like the production chain of a factory. When one of the links is missing, the goods are not 100% perfect.
Personal summary of Tmall customer service work and model essay on work plan 3
How time flies! It's almost eight months in the blink of an eye. Looking back on the past seven months, I really have mixed feelings. There are too many things to sum up, which can be summarized as follows:
By chance, I took the job of Taobao customer service. It's been half a year since I knew it, and I feel that time flies. I've been sitting for a day, a week and a month. Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country.
On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly, and became familiar with the products, but it seems that there is no way to deeply remember them, and there is still no way to start when encountering problems.
In the process of doing customer service, I often encounter customers' questions about whether this product can be discounted, whether it can be mailed, and so on. I also shop online myself and want to buy something affordable. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course, I won't agree to such a question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should tell each other in good faith and euphemistically, and we can't give in.
Please forgive me for telling each other that all our precious prices are sold at real prices. For the problems in delivery and the troubles brought to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied to inform them after receiving the goods.
Later, we gradually became familiar with some fabrics. It's the first time to know so many fabrics. We never knew the word fabric before buying clothes. We bought it when it looked good, and we never thought about why the price difference of the same clothes was so great. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are smaller.
When I was a customer service worker, I found it very fulfilling to sell a dress. Later, I slowly sold more clothes with skillful tone and method. Communicating with guests is an exercise in people's brain power, adaptability and speaking ability, and also an exercise in people's patience. We should take every customer seriously and let every guest return home with a full load.
Personal summary and work plan of Tmall customer service 4
First, let customers know the advantages of products and seize the buyers' desire to buy. Then there is the drawing experience accumulated in the past few months, such as product display, promotion information, product honor, old customer experience, product real shooting, after-sales guarantee, product brand introduction, company image display, contact us and so on. ), separated from the previous simple picture accumulation, summed up the relatively perceptual typesetting steps.
. But there are still shortcomings, technical deficiencies, resulting in sometimes the desired effect is not perfect, the lack of copywriting, the lack of information and product pictures given by some customers.
I have been a member of our big family for more than three months. For me, in the first month or so, I learned the knowledge related to Taobao. In the past few months, I have been responsible for the decoration and optimization of shoes shops in Ya Dun and Ran Xi. The decoration design technology of the shops has been gradually improved, and the workload has gradually increased. I feel more and more motivated, and at the same time, the pressure has increased a lot!
Since I came into contact with the details of Taobao Baby's production, perhaps influenced by my previous work habits, I have always followed my own ideas. Every day, I will finish the tasks assigned by Han Ge on time, and each task is done according to my own ideas, applying the same style to each category. I thought these were artists' responsibilities.
But since I classified the shops and managed a shop by myself, I gradually realized the significance and quality of the pictures. Coupled with Han Ge's constant guidance to me, my thinking has changed a little, and the pictures I made are not so stiff. Maybe my own ideas are not mature enough and comprehensive enough, so I'm still learning from constant imitation and getting inspiration. I hope we can get rid of imitation slowly and make our own original design in the future, so that we can finally shout out "we" confidently and boldly.
The most contact in recent months is the description of baby details. Self-knowledge of baby details is real sales, but in reality you can touch, listen, see and feel, and you can only look at pictures online. How can we capture the buyer's heart? Then put yourself in the other's shoes and find out what information the customer needs. (The detailed use and function of the product, whether it is suitable for you, the list of product accessories, the baby's specifications and model information, product quality certification documents, product manufacturer information, product features and selling points, clear pictures from all angles of the product, use process or instructions) Then you can have rules to follow when introducing the baby's details. Introduce yourself as a non-professional to introduce the value of the product, so that customers can understand the advantages of the product first, seize the buyer's desire to buy, and then display the product. Promotion information, product honor, old customer experience, product real shooting, after-sales guarantee, product brand introduction, company image display, contact us, etc. ) The drawing experience accumulated in recent months broke away from the previous simple picture accumulation and summarized the relatively perceptual typesetting steps.
But there are still shortcomings, technical deficiencies, resulting in sometimes the desired effect is not perfect, the lack of copywriting, the lack of information and product pictures given by some customers.
I have always been afraid of making posters, and the overall layout is always uncoordinated. The production of posters is still the direction I need to work hard. When decorating the shop, Taobao's backstage operation is not clear, and the decoration feels chaotic, so there is no way to start.
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