Summary of e-commerce customer service work/The work in the first three quarters of Kloc-0/x has ended. With the unremitting efforts and persistence of all employees, the tasks in the first three quarters have been basically completed.
Specifically divided into the following aspects:
1, improve service quality.
First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, the construction is carried out from the aspects of customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and mutual inspection of stores and self-inspection of departments are implemented. The service office leads the team to conduct joint on-site inspection twice or three times a week, and issues a notice of rectification of on-site inspection according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be implemented step by step, with hierarchical management (service office level → department level of various commodity departments → squad leader level → departmental cadres are responsible for on-site management of their own departments, and problems can be handled in time, which is more conducive to management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards of all staff and established service management files for all staff. For employees who violate discipline for more than 6 times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and comprehensively improve service quality, thus creating the best service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.
2. Receiving and handling customer complaints.
During this year, we have used departmental regular meetings or communication meetings, special training and other forms for many times to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, processing results, floor reception and records. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved. In the first three quarters of 20xx, the service office accepted 37 complaints1piece (quality category: 224, service category: 9, comprehensive category: 13 1 piece, emergency: 7). In dealing with emergencies, we renewed the insurance agreement of third party liability insurance (premium * *) with the insurance company.
3. The scope of personnel management inspection is comprehensive and institutionalized.
Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.
4. In the five major supermarkets, the inspection system is strict, and it is proposed that the inspection focus should be on the floor.
Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In the first three quarters of 20xx, the service office inspected the stores, and found that 5823 people violated discipline because of handling all kinds of employees, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.
5. The business skills and professional level of the manager on duty.
We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department acts as a trainer, taking advantage of our weaknesses and making up for our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters,
6, silver shop work.
In the specific work, the service office cooperated in personnel recruitment and training according to the unified arrangement of the company. I taught the course of business service specification, which lasted more than 20 class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always handle problems with customer satisfaction and provide customers with the service of "as good as you want". We also have strict requirements for the duty managers of Baiyin Store Service Office, requiring them to manage according to the management level of the head office. Although there is still a gap between the management of the branch office and the head office, we are confident to grasp the management of the branch office.
7. Actively cooperate with the company to complete various tasks.
From participants, executors, planners to organizers, there are duty managers in service offices everywhere in the company's large-scale activities, who can complete all the work put forward by the company in a timely, comprehensive and quality-guaranteed manner, and have achieved certain results, which have been recognized and affirmed by company leaders and human resources leaders. Summarizing the work of the service room in the first three quarters of 20xx years ago, although some achievements have been made and recognized by the leaders, the work progress is still slow, and there is still a certain distance between the professional quality of the personnel and the level of the manager on duty. Moreover, most departments are new employees, their professional quality is still relatively low, their experience in handling customer complaints is still relatively lacking, and there is still a certain distance between them and large shopping centers in developed cities in terms of service quality. In the fourth quarter of 20xx and the first quarter of 20xx, I will strive to improve the quality and work efficiency of our employees, and take the lead in advocating and implementing "special service" in Lanzhou, so that customers can enjoy not only the brand culture of Guofang Parkson, but also the service culture of Guofang Parkson.
E-commerce Customer Service 2 Work Summary Unconsciously, Tmall flagship store has been in operation for half a year, from initial product planning to brand positioning. The team structure during the period and the strategic planning in the later period are not easy. The main reason is that there are few talents in small cities and they can't find jobs that match slightly.
Experience in product planning, product design should integrate the existing resources of the brand to make overall planning, and then subdivide into specific ones. The overall planning is divided into: regular models (ordinary people) canned series (office crowd) gift box series (sending elders to leaders on holidays) customized limited models (special people). After the product is confirmed, you can determine your price system according to the best-selling index of market competitors and Taobao. Each product series presents buyers with different vision, price sensitivity and selling points, so the main picture and baby details should be built according to the characteristics of the products.
Brand positioning: determine the entire product line, thus positioning the brand, each brand is composed of explosions. Just like Apple's product line, look at iphone, ipad, mac and ipod. Which one is not the key to creating explosions. Therefore, small and medium-sized sellers should not care too much about the brand in the early stage. After all, sales are good, and making money is the last word. However, as far as overall planning is concerned, this link cannot be ignored. If you want to print the brand seal deeply in the buyer's heart, you must deploy it from all aspects involved in the store. For example, the most important thing about brand culture and brand responsibility is brand logo. Can your logo be clear to consumers at a glance, and can old customers never forget it? These all need to start with the details such as product drawing, shop decoration, packaging design, customer service and leaflets (after-sales service cards). I think it's the details that win repeat customers. Another very important one is slogan, commonly known as "slogan" in China. As a Taobao seller, it's not surprising that you don't talk, but at least let buyers know what you do, specifically what you do. Word-by-word optimization, according to the development of different stages of the enterprise!
Team structure:
Customer service: To grasp the general direction, we must move forward step by step. The core of the team belongs to customer service. Why is good customer service hard to find? This is a question that I have been puzzled about before. In fact, it was later discovered that even the best customer service takes time to hone. From the aspects of product knowledge training, communication skills, typing speed, service attitude, etc., only by laying a good foundation can kpi and conversion rate be assessed slowly and step by step. Because at the same starting point, customer service conversion rate is to compare customer service personalized service and service tracking. Special mention should be made of "after-sales customer service" here. Not every customer service person is qualified for this role. There are some troubles every day, such as "product quality", "missing parts" and "invoice incident" The emergence of these problems and the countermeasures need to be prepared in advance by after-sales customer service. How to alleviate the "microcomputer" and make the incident small and trivial requires after-sales customer service to supervise Taobao rules and product quality.
Design: Design is the competitiveness of e-commerce, which is a trend in the future. It is not only a big seller, but also a position that small and medium sellers must pay attention to. Why do you say that? What do you think is the buyer's shopping route? What is the first impression presented to the buyer? Most of them search for items from Taobao. After seeing the main picture, click to enter the store. Can buyers stimulate the desire to click and see? It is not that the design needs to treat the picture as unreal and unsightly as a science fiction film, but to distinguish your selling point from the main picture of other products; In order to attract attention and click, buyers will only buy items after entering them, so that more products can be exposed in front of buyers' screens. So the shopkeeper must clearly tell the designer what the selling point of our products is, and what is the difference between the recent promotion methods and others? Baby details are the same as the main picture. Dig up selling points, think what customers think and dispel customers' doubts. Finally, show the brand culture and appropriate related products. A good shopping page experience is also the key to the transaction.
Finance: This position may be unfamiliar to small and medium sellers. How much sales can the seller center see every day now, but we must pay attention to the sensitive links of a store. The finance of a store involves the accounting of water and electricity personnel cost, advertising fee and logistics fee. Only by ensuring the detailed statements of each expenditure and income link can we effectively control the cost budget and determine the target for next month. All teams will work together towards the goal, find the problem and find the root of the problem according to the feedback of data.
Property management: responsible for delivery, the most important thing in this industry is to have a sense of responsibility, that is, there are too many things to manage, from the orders introduced by the front desk customer service to the picking and packaging, the management and procurement of goods, the expected procurement report for next month and so on. This position is a chore, but it is relatively easy if you know how to arrange and adjust flexibly.
Finally, I want to talk about the strategic deployment of the leadership. Starting from the market environment, we need to have a keen sense of smell and quick execution, and gain insight into the trends and details of the whole industry. The management of a team, from post assessment to humanistic care, is something that leaders need to worry about. I suggest that the shopkeeper spend two hours every night studying newspapers and websites such as "Seller Magazine" and "E-commerce Elite Series Tutorial" to share with other sellers. Even if some opinions are not necessarily correct, at least the seniors will help you point them out, so that you can gain some experience and avoid detours. Finally, I would like to remind sellers like me (people with cervical spondylotic myelopathy) to arrange their time reasonably, exercise more, and combine work and rest, so that they have good health and are afraid that the revolution will not succeed?
Summary of e-commerce customer service work for three years passed quickly. Unconsciously, I have been in Yi Ming Dairy for one year, and have been engaged in customer return visits and baby hotline consultation in the customer service department. Looking back now, it's like when I applied for the customer service department of our company yesterday, but during this time, I learned a lot and matured a lot.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. In fact, the customer service staff in the infant dairy industry also need to know a lot of knowledge, such as nutrition, baby care, communication skills and so on. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
It is a must for every customer service nutritionist to pay regular health visits to old and new customers in Yi Ming. Facing the repetitive work every day, we nutritionists should do our own jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about and give customers the most cutting-edge information, such as hand, foot and mouth disease, according to the different months and seasons of the baby. The latest parenting information and the fastest information trends, give special feeding guidance.
Compared with telephone call back, answering the 400 hotline has made me more patient, and in character, it has also let me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.
I remember one time, still fresh in my memory, when a male client called and answered the phone, it was a fierce "barrage". Companies do activities in the local area, and there will be gifts when they buy a certain number of products. At that time, the sales staff informed that the gifts were temporarily distributed, and an iou was given, which will be replenished later. But when I came back, I saw my friend also participated in the activity, but he was able to get the gift, so the male customer went to the supermarket without asking about the situation. In the process of communication, he kept repeating how noisy he was when he went to the supermarket, and how he would damage Yi Ming's reputation if he didn't get the gift right away. I have always stressed the need to use force against the shopping guide, and I have repeatedly confirmed who answered the phone here.
The more customers talk, the more excited they are, and their emotions are out of control. They said that if they didn't receive gifts again, they would come to the company to find trouble, and the end would be the same as the shopping guide. Because I was worried and angry, my voice became stiff and louder. I can't say anything I brew. I have been trying to persuade him not to go to the shopping guide, and the other party simply doesn't listen to the explanation. On the other end of the phone, I was confused by the point. Not only did I suffer indignities, but I didn't appease my customers. Afterwards, under the leadership's prompt and guidance, I realized that the incident was not handled properly, which made me realize that the most basic condition as a customer service staff is to handle all kinds of complaints from customers calmly and rationally.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible. When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The market in Yi Ming is getting bigger and bigger, more and more customers choose Yi Ming, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. So, we used our spare time to study baby feeding, baby growth and early education, pregnant mommy books, and consult relevant maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only the guidance of feeding knowledge, but also the complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and communicate with each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.