Personal summary of Tmall customer service work and sample work plan

Summary and planning are complementary to each other and should be based on the work plan. Planning is always based on summarizing experience. So how to write a personal summary and work plan for Tmall customer service work? Here is the personal summary and work plan for Tmall customer service work that I bring to you. I hope you like it!

Tmall customer service personal summary Summary and work plan sample 1

It’s the end of the year again, and another year of customer service work in Tmall XX Mall has passed. The following is a summary of this year’s work:

1. Be familiar with the product and understand product-related information.

For customer service, familiarity with their own store products is the most basic job. In the past, before the company launched each new product, it had to carry out relevant product training. Customer service is the link between the store and the customer. Bridge, once this bridge is not built, you may lose this customer forever. You must have a thorough understanding of the product's features, functions, precautions, etc., so that you can fluently answer all kinds of product information raised by customers.

2. Receive customers.

As mentioned in the previous article on how to recruit online store customer service, as a shopping guide customer service, it is best to be enthusiastic and lively. An excellent customer service person knows how to receive customers well and at the same time guide consumers to make incidental purchases. For those customers who are bargaining, we first need to clarify the store's position: Dongdong's prices are very low, so it is not easy to bargain. If the customer is obsessed with the price factor, he or she will decide whether to accept the business based on the situation. Even if the customer is finally given a discount, the customer must be convinced that the discount is hard-earned and that it is a special discount from the store to him.

There are two main ways to receive customers. One is to use instant messaging tools such as Aliwangwang and QQ to communicate with customers; the other is to answer incoming calls from customers. For telephone communication, customers are required to be more flexible. After all, you cannot have enough time to think like you can on Wangwang.

3. Check the number of babies.

There is a discrepancy between the inventory on the store page and the actual inventory, so customer service needs to go to the online store manager to check the actual inventory of the product, so that there will be no shortage of goods and orders cannot be sent. Now using a browser specifically designed for Taobao sellers: Online Store Wizard, you can synchronize inventory data on the page, which is very convenient.

4. The customer places an order and pays, and checks the receiving information with the customer.

Many seller friends tend to overlook this point. Although most customers have the correct address when purchasing, there are also some customers who forget to modify it because the receiving information has changed. As a buyer, , I often buy things for my friends, and sometimes I forget to change it to my friend’s receiving information, so after the customer pays, remember to check the receiving information with your customer, which can not only reduce your losses, but also improve your Customers feel that you are doing things very carefully. While checking customer information, we also need to provide the courier company that the store can deliver to and ask the customer what kind of courier they would like to send. After all, each courier company has different service levels in each city and each region. According to the needs of the customer , everything is customer-centered. If the customer does not expressly express his/her request, we will send the express by default.

5. Modify the remarks.

Sometimes the customer order information or the receipt information changes, then as a customer service, you have the obligation to feedback the changes, so that the colleagues who make the orders know that the order information has changed. Under normal circumstances, by default, a small red flag is used as a note, in which the reason for the change, the modified manual number and the modified time are written. In this way, the changes are clear at a glance, and can be directly captured when placing orders with the online store manager later.

6. Shipping notice.

After the goods are sent out, sending a message to the customer to tell them that the package has been sent can also increase the customer's favorability towards your store. For customers who have not paid for the products they photographed, if they are Wangwang online customers, they can send a message to the customer in the afternoon saying that the order cut-off time is coming soon. If they pay now, they can be shipped today. This is called "order reminder". For customers, some customers may forget to pay after placing an order, and then gradually forget about it. If you remind them a little, let them think of it. In this case, it is equivalent to you Attracted one more customer. For those customers who have no intention of purchasing but just took pictures on impulse, you can close the order manually. Although the Taobao system will automatically close at that time to facilitate the work of other colleagues. Repeated orders are similar to this method. The key is to contact the customer and ask Be clear about your purchase intention.

7. Cash on delivery order processing.

It is a good thing for sellers that Taobao has launched the cash on delivery function, but many buyers do not know the meaning of cash on delivery, so they directly choose cash on delivery and wait for the goods to be received. , at first glance, the price is more expensive than on the website, so they will think that your store is deceiving him and refuse to accept the order. If you just refuse the order, you only need to pay more for express delivery, but if the customer thinks in his heart that you are deceiving him, If so, you may lose a group of customers. Therefore, as for customer service, as soon as they see a cash on delivery order, they need to contact the buyer immediately and inform them that the price of cash on delivery is slightly more expensive.

If the buyer agrees to ship to pay, he or she can notify the order-making colleague to place the order for shipment. Otherwise, he or she will need to place a new order. I am deeply aware of this. When cash on delivery first came out, I found that the rejection rate of cash on delivery was very high, so later we asked customer service to call the customer to confirm. Although the phone bill was a little extra, the implementation situation Proof: Under normal circumstances, the rejection rate for non-express factors is zero.

8. Customer reviews.

After the transaction is completed, remember to write a review to the customer. This is an opportunity to advertise the store for free.

9. Handling medium and negative reviews.

Many friends are moved to tears by this reputation. The bad reviews are not the devil, the bad reviews are not scary, the scary thing is not dealing with them. When you find a negative review, quickly communicate with the customer to find out what caused it. Customers will not give you a negative review for no reason. Understand the situation first, and then solve the problem. Know the reason. If you are moved by emotion, most customers will modify their reviews for you. For some buyers who make malicious reviews to obtain improper benefits, customer service should pay attention to collecting information in order to collect evidence for the subsequent reversal of complaints.

10. Learning of relevant software.

For example, store management tools such as the online store manager or Taobao online store version mentioned earlier can improve work efficiency with the help of auxiliary tools.

Personal summary of Tmall customer service work and work plan sample 2

Looking back since joining the company, I have gained and lost in mall operation and promotion, and I have encountered many problems at work. and difficulties. There are also misjudgments about commodity group consumption at work. Therefore, the work is summarized. I hope in the end this is the help the company can provide.

1. Summary of work in the past year:

1. You can refer to Taobao official website page activities at least once a month (such as: gold coins, Yitao exclusive) but the ultimate Group buying activities (Juhuasuan) still need to make breakthroughs.

2. The cost and control of through trains and diamond exhibitions are not as good as expected, and the traffic and conversions cannot achieve the expected results. Sales volume is not proportional to expenditure.

3. Free traffic only spends time on on-site optimization (main page, product pages, title optimization, Taobao community, etc.) off-site communities, forums, blogs, etc. have not been better promoted. and publicity.

4. The style of the main promoted products is not well controlled, resulting in the promotion time of one product being unsustainable.

And the inventory of goods is not fully prepared.

5. There is no good membership system for return rate marketing of old customers, and the transaction rate of repeat customers’ repurchase decreases.

6. The market store uses the special price method of using brush customers to continuously improve their credit in order to prepare for better investment in products, and promote the sales of products.

2. Improvements needed in work:

1. Adhere to the 2-5 styles that are mainly promoted, sort out the inventory, and analyze the consumer groups at the same time. The methods promoted include activity methods and spending methods. Note: Juhuasuan styles should be distinguished from styles for other activities.

2. Tmall page self-designed activities and operations must keep up with Taobao’s internal changes. Where should the detailed page of the main product styles better highlight the selling points of the product?

3. Sales volume can better meet Tmall’s most basic requirements:

l Annual sales of 600,000 and annual sales of 600,000 Service fee is RMB 60,000

l Average daily sales amount is RMB 3,000. The average number of goods sold per day 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. And better enhance customers' confidence in products during after-sales service. It is even more appropriate to study and make progress in learning.

5. The event consumer groups must be clear, and they must be distinguished from the brand’s end consumer groups.

3. The company needs help:

1. Product seasonality should be updated in advance. Tmall’s main product styles should be distinguished from other platforms, and inventory levels should be adapted accordingly.

2. Minimize the return rate and exchange rate of goods. In terms of doing their own work well, I also hope that warehouse colleagues can cooperate with each other.

3. Under suitable or mature conditions, the investment in promotion expenses for through trains and diamond exhibitions should be appropriately increased.

4. Develop a reward and punishment system, and those who reach sales volume can be rewarded with bonuses or commissions to increase the enthusiasm and unity of the team.

Plan for 2017:

After summarizing the past year and facing the increasingly competitive Tmall platform market. In 201X, we must first stabilize the original monthly sales amount and monthly sales number. Then find the breakthrough. Specifically, the following two key plans have been made:

1. Commodity consumer groups, product innovation: The consumer group has expanded from the previous office workers and business people to young, street casual, fashionable and versatile. Therefore, products hope to be innovative.

2. Daily sales volume: 20-50 items, daily sales amount: 2,000-8,000 yuan, monthly sales volume: 300-800 items, monthly sales amount: 20,000-150,000 yuan. Control the transaction amount between costs and profits.

The success of e-commerce. It is mutual cooperation, mutual trust and mutual cooperation between a team. Every position is important because this position is like a factory production chain. When one link is missing, the product is not 100 perfect.

Personal summary of Tmall customer service work and work plan sample 3

Time flies, and it has been almost 8 months. Looking back on the past 7 months, I really have mixed feelings. There are too many things to summarize, so I will briefly summarize them as follows:

By chance, I worked as a customer service employee on Taobao. Unknowingly, it has been more than half a year, and I feel that time flies very quickly. I sit there for a day, It was gone in a week or a month. Sometimes it feels good and there is nothing to do, but it feels too boring. But I really learned a lot, and the people I met were also very interesting, because the buyers come from all over the world.

On the first day of work, Wangwang was busy, but no one talked to me. I read the information repeatedly and became familiar with the product, but it seemed that I couldn’t remember it deeply, and I still didn’t know where to start when I encountered a problem

When I was working as a customer service provider, I often encountered questions from customers about whether this item could be offered at a discount, whether it would include free shipping, etc. I myself also shop online, and I want to buy things at a good price. I can understand, so I can understand the customer's mood, but my position is different now. I am no longer a shopper but a seller. Of course, I can make a deal without a discount, and I want to make a deal without a discount. , of course I will not agree to this type of issue. Once they give in, the customer will think that there is more room for counter-offering. Therefore, for this type of issue, I think the attitude should be kind and tactfully inform the other party that the discount is not available.

We must tell the other party that all the prices of our products are sold at real prices. Please understand that if there are problems in the delivery and cause trouble to customers, then the only way is to apologize and admit the mistake. Pretending to be pitiful in front of customers usually makes people soft-hearted. I have experienced this personally, but customers are basically very understanding and will inform them with satisfaction after receiving the goods.

Later on, we gradually became familiar with some fabrics. It was the first time we were familiar with so many fabrics. I never knew the word fabric when buying clothes before. I just bought whatever looked good, and I didn’t know how to buy it. I wonder why there are so many different prices for the same clothes. Now I finally know which fabrics are better, which fabrics are breathable and elastic, and the prices of different fabrics are different at a glance. Now I have a general understanding of the clothes in the store, and I know Find out which store the goods are from is too small and which store is too large, and recommend clothes to customers according to the appropriate size.

When I first worked in customer service, I sold a piece of clothing and found myself feeling very accomplished. Later, I slowly used a skilled tone and method to sell more clothes. Communicating with customers is a training exercise. Brainpower, adaptability, speaking skills, and at the same time, it also exercises people's patience. We must treat every customer with care, so that every customer can be excited and return with a full load.

Tmall customer service work personal summary and work plan sample 4

First let customers understand the advantages of the product and seize the buyer's desire to buy, and then display the product display pictures, promotional information, and product Honors, old customer experience, real product pictures, after-sales guarantee, product brand introduction, company image display, contact us, etc.) The accumulation of drawing experience in the past few months has broken away from the previous simple accumulation of pictures and summarized the relatively perceptual Customized typesetting steps

. However, there are still deficiencies, including technical deficiencies, which sometimes result in the desired effect not being perfect, copywriting deficiencies, and some deficiencies in the information provided by customers and the shooting of product pictures.

I have been joining our family for more than 3 months. The first month or so was for me to understand and learn Taobao-related knowledge. In the past few months, I have been responsible for Dunni. During the store decoration and optimization of Yaji Xiran Shoes, the store decoration design technology has gradually improved, and the workload has gradually increased. While I feel more and more motivated at work, the pressure has also increased a lot!

Ever since I came into contact with Taobao Baby Details Production, perhaps due to the influence of my previous work habits, I have always followed my own thoughts. Every day, I will complete the tasks assigned by Brother Han on time, and every task will be completed on time. It was done based on my own ideas and the application of the same style for each category. I thought these were the responsibilities of the artist.

However, since I classified the stores and managed each store by one person, I gradually understood the role of pictures and the significance of the quality of pictures. Coupled with Brother Han’s continuous guidance to me, my thinking became a little bit more complicated. Change, the pictures I make are no longer so rigid. Maybe my own ideas are still not mature enough and comprehensive enough, so now I am still learning and getting inspiration from constant imitation. I hope that in the future we can slowly break away from imitation and make our own original designs. , so that I can finally confidently and boldly shout "We have been imitated, but never surpassed"!

In the past few months, what I have been exposed to the most is the description of the details of babies. The details of making babies that I understand are Sales in reality, but in reality you can touch, hear, see and feel, while online you can only look at pictures, so how can you capture the buyer's heart? Then think in other people's shoes, treat yourself as a customer, and understand the customer What kind of information is needed (detailed uses and functions of the product, whether it is suitable for you, product accessory list, product specification and model information, product quality certification documents, product manufacturer information, product features and selling points, clear pictures of the product from all angles, usage process Or explain) and then you can follow the rules when introducing the details of the product. (Treat yourself as a non-professional to introduce the value of the product. First, let customers understand the advantages of the product and seize the buyer's desire to buy. Then display the product pictures. Promotional information, product honors, old customer experience, actual product pictures, after-sales guarantee, product brand introduction, company image display, contact us, etc.) The accumulation of drawing experience in the past few months has broken away from the previous simple picture accumulation. Summarize the relatively emotional typesetting steps.

However, there are still shortcomings, including technical deficiencies, which sometimes result in the desired effect not being perfect, copywriting deficiencies, and some deficiencies in the information provided by customers and the shooting of product pictures.

I have always been a little afraid of the production of posters. The layout of the overall layout is always uncoordinated. The production of posters is still the direction I need to work hard. When decorating the store, I am not clear about the operation of Taobao's backend. It feels confusing and I don’t know where to start.

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