Summary report on customer service of e-commerce

Time flies and hard work has come to an end. Looking back on your work during this period, you must have gained a lot. Do a good job and write a work summary. The following is the summary report of e-commerce customer service work I compiled for you, hoping to help you.

E-commerce customer service work summary report 1

In the past year, I was very lucky to join the _ _ _ company. With the care of my leaders and the help of my colleagues, I have made some progress in all aspects and completed my work well. This work will be briefly summarized as follows:

First, continue to strengthen study and further improve quality.

Having good product knowledge and professional quality is the prerequisite and necessary condition for doing a good job. Over the past year, I have always put learning in an important position and strived to improve my overall quality. First, focus on learning product knowledge; The second is to learn the relevant rules and regulations of the e-commerce department; Third, under the guidance of predecessors, learn the working skills of e-commerce in practice and pay attention to collecting relevant information. Always listen carefully to the speeches of company leaders at various meetings, draw nutrients and gain a lot; The fourth is to learn from colleagues with high theoretical level and strong business ability as much as possible, and strive to enrich themselves, enrich themselves and improve themselves. It can be said that in this year, from the initial interest-oriented entry to the present, I can handle some things independently and always maintain a strong interest in this job.

Second, work hard and do essential work.

My main job is customer service, and the complete workflow can be reflected in understanding the store situation, understanding the product information on shelves-customer reception-order processing-after-sales processing and evaluation management. In the early stage, it was used to collect commodity network information on Taobao platform. Customer reception can be said to be a relatively important link, and it is the direct window of our product information output. In this year's practical operation, I adhered to the attitude of detail, constantly summed up my daily work, improved my communication skills, and gradually formed a daily work system by referring to some excellent examples and experience sharing, constantly updating my work skills and checking for missing parts. At present, we have mastered the efficient methods of order processing and statistics in the process of order fulfillment and after-sales processing, which can effectively solve the common problems in after-sales problems. For rare complicated and thorny problems, we can look at them at the first time, see how our senior colleagues handle them, and ask about the details of related production and sales, and we can solve them independently when we encounter similar problems again.

Third, the shortcomings to be improved.

I gradually grow up and mature in my study and work, but I know that I still have many shortcomings, which will become the focus of improvement at the beginning of the new year.

1, good at communication and coordination, and gradually improve their theoretical level and professional ability.

2. Overcome the impatience of youth, be down-to-earth, improve work initiative, improve time utilization, be not afraid of many things, be not afraid of small things, and improve yourself in practice. 3. Proficient in professional skills, diligent in observation and summary, and try to standardize, digitize and visualize the work summary.

Summary report on e-commerce customer service II

I have been a customer service worker for almost three months. Because I am still looking for a summary network at school, I have been practicing. It doesn't really matter. The important thing is that I hope I can take advantage of my internship at school to grow up as soon as possible. After graduation, you can achieve a good transformation and better take your own e-commerce road. At present, I am doing pre-sales customer service in a children's clothing store with the largest monthly sales volume in Tmall. As an undergraduate majoring in e-commerce, the school is also good. I'm still willing to start from the basics and get first-hand information for better accumulation in the future.

The work of customer service is more complicated, and the same work content is given every day. The difference is that the customers you face are changing. Today you meet a very annoying customer, and tomorrow you meet a very accommodating customer. You haven't changed a day, but the customers you chat with are constantly changing, and more customer service is lost in repeated work day after day.

On the contrary, there is actually a problem worthy of our customer service to think about, how to maximize the stability of a group of unchanging customers and accumulate more loyal fans for the store. These loyal fans not only need the strong support of the store's baby quality, but also need skilled communication and service from customer service.

As an online shop customer service, the basis to be done before selling is to be familiar with the various operations of Ali Want Want and the specific use of the seller's backstage. This is the foundation, so I won't say much, but there are several points to emphasize:

1. Set the verification of adding friends to Want Want. You don't need my verification to be friends. Don't refuse customers who want to add you as friends. Verification will reduce the customer experience.

2. Set up a customer service workbench, and try to set up reminders of customers' waiting time, so as to avoid some customers who have been waiting for too long being ignored when the consultation volume is large, and reduce the customer's service experience.

3. Automatic reply setting: The automatic reply setting for the first time received from the customer should not be too long and should not exceed 4 lines. Too many words will affect people's reading habits, and the font size should not be too large, just 10. Don't be too fancy in font color. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. Two font colors can express the store.

4. Personalized signature setting: Want Want Customer Service has a personalized signature, which can be the activity information of the store or the flagship product of the store, and can be scrolled. This is a good free display position, make good use of it!

5. Shortcut phrase setting: Shortcut phrase setting can improve the reception speed of our customer service, reduce the waiting time of customers and improve the conversion rate. Some commonly used, customer frequently asked some activity information, express delivery questions, and the conclusion of the reception can be set with short sentences, which will greatly facilitate our customer service work.

In addition to the operation skills of Want Want, as a pre-sales customer service, we should also master some sales communication skills to make customers feel comfortable, put the money in their pockets into your pockets and keep saying thank you. Generally, every customer service has its own set of experience. Here I briefly mention a few points, where there is a better way, welcome everyone to give us your advice!

Don't agree to the customer's request easily. Even if his request is simple and easy to agree, customers will think we take it for granted. We are making their money, and we will probably doubt our own profits. When a customer asks for a few packages or a reduction in price, you can say to the customer first, dear, we have already made a very favorable offer. You see, we have sold so many pieces that we have never encountered such a situation. You are an old customer. Then the customer service can wait 30 seconds before replying to the customer and pretending to have applied. In fact, in many similar situations, customer service can make its own decisions. This is because you promised the customer's request again, and the customer will feel that you respect him very much and fight for his rights and interests, and generally thank you.

In fact, customer service should not only be a pre-sales consulting customer service, but also have certain after-sales problem handling ability. In addition to receiving some pre-sales consultation questions, pre-sales customer service will inevitably deal with some after-sales problems, not to mention returning goods, such as other problems, such as missing parts by express delivery, sending the wrong goods, and sending less. Before sales, we should generally help customers with the help of colleagues, calm customers' emotions as soon as possible, and actively solve problems. Customer service should not explain too much to avoid solving the problem. If customers have problems, they will come to you to solve them. If you explain too much, customers will only think that you are shirking responsibility. Customer service can explain the process to the customer a little, and then say sorry to the customer. I'm sorry if the topic changes, we'll solve the problem for you right away.

The focus is on how to solve the problem, what we will do and what customers need to do. Ordinary customers will understand when they see your attitude of actively solving problems. When I was working, a customer came up to me and asked me, why don't you exchange it for me? As soon as I read the comments, the order has been almost 20 days, and the warehouse has received the goods for almost half a month. Speech exchange is out of stock. Maybe the customer didn't receive the phone call when he was notified, so he put the problem aside and the transaction was successful. At this time, I first explained to the customer the reason for not replacing the goods in a few words, and then told the customer not to worry. Even if the transaction is successful, I will immediately notify the warehouse to verify the package you sent back and transfer all your money. At this time, customers will feel safe and then talk about clothes. Another style is beautiful and the size is right. The customer immediately took some clothes and said thank you when he left. In fact, this kind of problem, the main problem is still on us, the replacement is out of stock, the notice has not been put in place, and it needs to be continuously improved in the future work.

E-commerce customer service work summary report 3

When Taobao customer service has been one year, the end of the year, if there are too many things to sum up, I simply summarize them as follows:

First of all, try to adapt to the job requirements of Taobao customer service.

E-commerce is my major, and I have always had a strong interest and hobby in e-commerce, especially online marketing. When I first entered the company, the number of orders for seat covers was very small. With the attention of the company, the support of the development department and the instructions of the supervisor, I focused on the decoration of the store, the editing and modification of goods, the adjustment of prices, especially a lot of publicity and promotion, and finally took the first order on the 20 th day I came in and gave me a lot.

Second, strive to do a good job in Taobao customer service.

I have been telling myself to vigorously promote stores, so that our stores and products can stand out from a large number of Taobao stores and competitors and be searched by others, so I have done a lot of work, such as making links to other stores, collecting blogs, posting by Weibo, keeping diaries and other promotions, and those promotions are all fruitful. We use the platform of through train promotion, taobao guest promotion and distribution to make our sales more and more objective. With the participation of taobao guest and distributors, our team has grown. We have changed from a few people to a big sales team. Relying on their strength, we received more orders, and now they are beginning to have orders. It is a gratifying phenomenon to watch the order volume of our store increase gradually. As long as we sum up more and find a better way to promote it, it will definitely sell better. And taking more orders and creating more profits for the company is my main goal in the future.

Third, the main content of Taobao customer service

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, we should 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, sending messages to customers by SMS to tell them that the package has been delivered can also increase customers' 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.

Summary report on e-commerce customer service work 4

First of all, I want to thank the leaders for their trust and support. Your trust and support have brought enthusiasm and confidence to my work. With the establishment of a new image of medical guidance and the steady growth of consulting business turnover, we are full of joy, experience and dissatisfaction with the status quo. In order to achieve better results in the future, we will summarize the main work in the past three months. Please criticize and correct me. The specific summary is as follows:

I. Main Work Completed

1, customer service and medical guidance management

As the characteristic service department and window department of our hospital, the customer service department tries its best to cooperate with the hospital's service construction according to the hotel's service standards and management mode, adheres to the principle of combining centralized training with post supervision, realizes weekly training and monthly assessment, effectively improves the comprehensive quality of the guide doctors, and standardizes the etiquette requirements of the guide doctors in terms of language, behavior and image in their work through training and assessment, and strengthens the inspection of daily etiquette. By paying attention to etiquette, we have improved the comprehensive quality of consulting doctors, improved the quality and taste of service, and made our own efforts to build a "famous brand hospital" in our hospital.

In practical work, in order to show enthusiastic service, medical guides pour a cup of hot water for customers to feel warm, take the initiative to pick up and drop off customers with mobility difficulties, carry goods for customers, and give on-site guidance to answer customers' questions. Special job requirements require doctors to stand for a long time, and are not allowed to lie on the workbench or leave their posts without authorization, resulting in varicose veins in their legs to varying degrees. At the end of the day, my legs are sore and sleepy, but I have no complaints; On average, there are about 100 new and follow-up customers every day, and the service terms such as "Hello", "Can I help you", "Please wait a moment" and "Sorry" appear repeatedly, which reflects our hospital's warm, thoughtful and humanized service in polite service.

In the cooperation between departments, it is necessary to overcome the difficulty of one person and one post in each department, cancel the rest of the doctors, and also support the work of other departments, such as nursing department, planning department (magazine distribution) and other departments. In order to work, doctors overcome the hardship that one person is not suitable for multiple tasks, work hard, and offer their enthusiasm for work without complaint.

When dealing with patients' complaints, I take the initiative, enthusiasm, thoughtful and patient working attitude and the working principle of being responsible for the hospital, the patients and myself, seriously receive every complaint and quickly transfer it to the dean's office to answer every consultation, thus taking care of the unity of the interests of the hospital and the patients to the maximum extent. In view of the new situation of our hospital's increasing popularity, the customer service department has established a relatively standardized customer suggestion file, carefully understood the customer situation and collected customer suggestions, which eased the customer's mood to a certain extent, provided convenience for other business departments and optimized the service quality. Through the service of receiving complaints first, the distance between doctors and patients is shortened, the service content of our hospital is enriched and the affinity of the hospital is increased.

As the first window unit of the hospital, the medical guide desk has heavy work, complicated things and many clues. In view of this actual situation, I started with strict regulation and implementation to strengthen management. On the basis of clear objectives and tasks, take the lead in setting an example, what doctors are required to do first, and what doctors are required not to do. In the work, quantifying the work, clarifying rewards and punishments, and fully mobilizing the hard work of all the doctors have brought glory and enthusiasm to our hospital, coordinated the work among departments, and promoted the overall work quality and efficiency of our hospital.

2, hotline work

As an important service window of our hospital, the work of consultation hotline basically belongs to the normal and steady development stage at present. Since March, the number of outpatients from telephone consultation to appointment has also increased to varying degrees. With the urging and help of General Manager Wu and Director Dong, and with the cooperation of doctors, the patient's rate of seeing a doctor reached 98%, which improved social and economic benefits. I have mainly done the following work:

(a), the development of departmental consultant post system.

(2) Discuss the telemarketing plan with the consultant to improve the patient's visit rate.

(3) Unannounced visits and exchanges, and learn about the hotlines of many hospitals from the Internet and on the phone.

(4), according to the patient information, preliminary market research and analysis, in order to better carry out the work.

(5) Maintain the good relationship of discharged patients, let patients express themselves and develop patients around patients through the good pre-,during-and post-diagnosis services in our hospital in an attempt to improve the economic and social benefits of our hospital.

Second, some shortcomings in the work.

(1) Due to my lack of understanding of local customs and professional knowledge, although I am cautious in my work, I still feel nervous, and sometimes mistakes are inevitable.

(2) Sometimes the requirements for doctors are too dogmatic, which is reflected in the lack of flexibility in personal work, and sometimes it is impossible to arrange work according to personal characteristics and individual differences. In the future, we will further strengthen investigation and study, arrange different positions according to different people, and give full play to everyone's advantages and specialties.

(3) Due to the unpredictability and antagonism of customer service, it is necessary to have strong communication and persuasion skills and the ability to make the best use of the situation. Sometimes I feel that this aspect is insufficient in my work, and I need to further improve and upgrade my quality in my future work.

(4) The shortcomings of the telephone hotline are mainly reflected in the following aspects: less relevant knowledge and experience, and weak ability to foresee work; Insufficient understanding of market information; Lack of professional knowledge and lack of staff training.

Three. Work suggestion

(a), hospital leaders should increase the number of first-line inspections and inspections, and give full play to the quality inspection efficiency of the quality inspection team.

(2), the doctor should inform the rest of the doctor for accurate triage.

(3) Hospitals should try their best to serve the needs of different groups and meet the needs of low-income consumers, especially those who consult and make appointments.

(four), strengthen the training of all medical staff business skills, service management and medical regulations and other knowledge.

(five), to carry out new medical technical service publicity, education for all staff, so as not to affect the work efficiency.

(6) Let all staff establish the consciousness of "customer dissatisfaction crisis", let staff participate in hospital service quality management, and create customer value.

E-commerce customer service work summary report 5

Time flies, it has been half a year since I came to the company unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. /kloc-the handover data processed in October was in our group, and the handover data processed in that month reached more than 9800. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the experience this year is summarized as follows:

1. Create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.

2. Learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

3. Be familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

4. Finish the work effectively.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it.

The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

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