The Shortcomings and Improvements in Taobao Customer Service Summary (Four Articles)

Taobao Customer Service Personal Work Summary Model 1

Writing also requires skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.

First of all, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust. Even if you are not angry offline, you can't bring emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements.

Secondly, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction. Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.

Finally, the promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.

Taobao customer service personal work summary model essay 2

Since joining the company for half a month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.

First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions.

In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.

Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other States, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what happens, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.

Taobao customer service personal work summary model essay 3

20xx is a year in which the customer service department deepened its service and comprehensively improved its comprehensive business capability. Under the leadership of department leaders, Qi Xin, each team of customer service department, worked together and cooperated with each other. With the goal of "providing high-quality service and improving business level", the customer reception office has done a good job in visiting reception and actively coordinated and solved various complaints and consultation problems reflected by users, and the service has achieved certain results. From June 1 to February 1, the customer reception desk received a total of 65 1 questions from users, and made more than 365,438 telephone inquiries. The complaint handling rate was 100%, and the customer satisfaction rate was over 98%. The work in 20 1x is summarized as follows:

First, deepen the systematic learning business and constantly improve the comprehensive quality.

In April this year, after attending the training of Director Shine Wong of Zhengzhou Water Department, the customer service receptionists further developed standardized services on the basis of strengthening the study of the responsibilities of the original water supply service receptionists and being familiar with the work processes of various ministries; And make sure to master the common problems and business knowledge of water supply issued by customer service department, further strengthen the comprehensive business level, so as to handle all kinds of inquiries from users, solve the problems reflected by users in time, and lay a good foundation for improving the company's customer service level.

The second is to improve the service details and grasp the service focus.

According to the actual situation in the work, the customer reception desk constantly improves the service details, further refines the "Statistical Table of Complaints Records of the Month" and various service records, which is convenient for reference at any time and makes the work run more orderly; Pay a return visit to registered users in time every month in order to grasp the completion of the work. Since September, in order to further improve work efficiency and prevent buck passing, the customer service department has strengthened the use of "work contact sheet", signed the problems reflected by users together with the report, and tracked and implemented them in time. For the "three-come" users, the receptionist always provides warm service and patient answers, responds to all complaints one by one, strictly implements the "first inquiry responsibility system" and "one-stop" service, and expresses satisfaction and recognition for our work.

Third, make joint efforts to solve the urgent needs of users in time.

In daily work, the customer reception desk often receives information about water supply reported by the mayor's hotline office and newspaper network. In this special case, the customer service receptionist promptly reflects the problems, actively communicates with users, coordinates relevant departments to visit the site, formulates measures, resolves contradictions, finds out the reasons, and tries to solve various water difficulties of users as soon as possible without causing troubles to users. When encountering users who don't understand, the service staff will patiently explain, publicize the water supply laws and regulations, explain the water supply knowledge, and explain clearly what users don't understand, so that their problems can be dealt with and users can be satisfied as much as possible.

On one occasion, an owner came to the reception room angrily and shouted to reflect the problem. Wang Jiao, the receptionist, asked why and began to make a phone call to implement it. Because the situation involved is complicated, the boss couldn't wait to implement it step by step, so he lost his temper. When the receptionist patiently explained further, she threw everything on her desk on the floor. In order to ease the atmosphere and users' emotions, Comrade Wang Jiao held back his inner grievances and apologized to users. Although she couldn't be calm for a long time afterwards, she adjusted her mind in time to continue her work for the sake of the company's image. The work of customer service is ordinary and trivial, so dealing with various user demands and resolving contradictions in time has become a compulsory course for receptionists. Because of work needs, the number of customers at the reception desk has been adjusted to five this year. Everyone has met unreasonable users. No matter how difficult it is, they will focus on maintaining the company's image. In order to carry out their work smoothly, they will first let go of their emotions and help each user solve the problem. No matter who is in this position, always keep in mind the purpose of customer service and service responsibilities, and be diligent and selfless for the benefit and image of the company, regardless of personal gains and losses.

In order to improve work efficiency, receptionists actively communicate with water supply hotline, water supply business hall and other relevant departments, understand each other and help each other, solve the problems reflected by users back and forth but not implemented in time as soon as possible, and strive to solve users' problems satisfactorily in the shortest time, further enhance the image of water supply industry, improve work efficiency and reassure users about our work.

Of course, there are still some shortcomings in our work. First, the reception and service tasks are heavy, the number of staff is small, the on-the-job receptionists are constantly changing, and the business level of customer service staff needs to be further improved; Second, there are few opportunities for systematic training, and we can only sum up experience in our work; Third, humanized quality service is not enough, and it needs to be improved in the future service work. We should constantly draw the essence from our work experience, apply what we have learned, improve our overall quality, and thus enhance the company's good social impression.

Looking forward to the new year, we should actively carry out the following work around the company and customer service department in accordance with the 20XX work plan and responsibility objectives and the requirements of the company's party committees and departments:

1. Organize customer service personnel to study various businesses, employee manuals and company management systems regularly, strengthen service awareness, improve service content, improve service quality and deepen quality service;

2. Do a good job of summarizing and arranging all kinds of record forms and paying a return visit to users in time every month;

3. Actively communicate with relevant departments of the company to avoid, delay and dispute, and improve the efficiency of solving various problems reflected by users;

4, do a good job in the monthly safety and health work of the department;

5. Complete all tasks temporarily assigned by the company and departments.

In 20XX, we will complete all the work with innovative service spirit, thoroughly implement the service commitment and the "first inquiry responsibility system", strengthen the "one-stop" service concept, improve the timeliness of work, enhance the initiative, enthusiasm and creativity of work, make users more satisfied, and strive to achieve new results in customer service and all the work in 20xx!

Taobao customer service personal work summary model essay 4

Looking back on my work in the past year, with the support and help of company leaders and colleagues, I have completed my work well. Through one year's study and work, the working mode has made a new breakthrough and the working mode has changed greatly. Although I have not experienced a vigorous "struggle" process in the past six months, I have also gained a lot. The work in the past six months is summarized as follows:

I worked in the sales department for the first four months after I joined Ru Ru Company. I am also in the sales department at this time, but I feel different. When I first entered, many of them didn't understand it very well, and most of them were in a confused period. Say thank you again to those who helped me. I'm sorry to disappoint you!

Time flies, time flies, I have been doing customer service for two months. These two schools have joys and sorrows, successes and failures. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.

The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.

Looking back two months ago, when Xu arranged for me to enter the customer service center, I was really happy because it was a new independent department and a very important department. On the night of the appointment, I thought a lot and made a lot of plans to carry out. About how to build a customer service center, let me talk about my own plan.

How to do a good job in the service center department of the company?

1. indicate the rules and regulations.

2. Visit the service centers of all regional agents, establish a regional resource pool, analyze the existing customer resources of local agents from headquarters, and support regional agents.

3. Telephone communication with all regional agents every week, and contact with service center personnel. Ensure the company's documents.

4. Make a summary plan for half a month according to the local conditions of agents in various regions.

5. Service center, for the courses: 60 sales system, happy trading, happy speech, happy life, write down the information of SMS platform for promotion and distribute it to regional agents. The company's schedule will be finalized every month and the regional agents will be informed. Understand the regional culture of agents in various regions and arrange the course arrangement.

6. Support agents in various regions to hold salon sharing meetings. All regions support and help each other.

7. The service center regularly cooperates with other departments of the company to train service center personnel who support agents in various regions. Service center personnel can participate in the "60 Sales System" study (the number of places is less than 5). If the training is conducted at the company headquarters, the heads of regional agents need to pay the accommodation and wages of their regional service personnel.

8. The customer service center and the development department will notify the regional agents as soon as the course price of the company is upgraded. The starting time and place of agents in each region need to be reported to the company's customer service center.

9. The company has established all customer files. And the division is detailed, such as: company name, the name and contact number of each student in the 60 sales system, happy trading, happy speech and happy life.

10. The customer service department pays a telephone call back to the students who have participated in the course; For example, 60 sales system, happy trading, happy speech and happy life are divided into five time periods to understand, support and introduce the situation one week, one month, two months and half a year after the reunification; Ask different questions according to different courses, pay attention to the content in the class, understand the progress of the company, the emotional bond between families and so on.

1 1. For customers who have already signed up for the course, a data file shall be established before the course starts, and the person in charge leading the company to participate in the course team shall be notified by phone one week before the course starts; Such as: the time and place of class, explaining hotel accommodation and other services to students, introducing themselves so that they can consult the staff of customer service center and send time and place information to their responsible persons.

12. Services in the middle of the course; After the first night of the course, send a short message to all the students, and the content has supported encouragement. During the break of the first day of course study, the staff of the service center greeted the group leaders (team leaders of the company) and left contact information for each other to facilitate the midway service.

13. Set up a separate file in the file of the company's customer service students for all the company bosses who participated in the training. All classes or other important activities of the company are communicated and introduced to all bosses in this file in the first half of the month.

14. Establish data files for each class committee boss of all courses. All classes or other important activities of the company are communicated and introduced with all members of the class Committee in this file in the first half of the month.

15. Database scheme of class committee and boss customer service center; Set the return visit time, and make sure to pay a return visit every June 1.2.3 and 28.29.30. Understand the company's goal plan and work summary.

I thought I could make good use of it. In fact, I think these things can also be implemented very well. But my ability, belief and laziness make me unable to perform better. Looking back two months, I found that I had too many shortcomings. Many things are just written expressions, without actual actions.

When I visited this area, I felt a lot. When my family went to Yongzhou to support me, I found that my laziness had a bad influence on the company. During the months that they attended our course, they didn't care about the implementation better, and they didn't better establish customer data in the region. This is just a form of understanding. As a customer service center, it is terrible not to know every participating enterprise. I don't know the nature of their work, annual plan, number of students, introduction, and after-school questions after study. But on the contrary, each of their business owners is particularly grateful and sincere to our past. On the way back, I felt a great responsibility.

Then I went to Xiangtan area: agents Yuan Zong, xx Chen, xx Xiao and xx Deng.

(1), model essay on Taobao customer service experience summary report (three articles) (2), Taobao customer service work summary in 20021year (three articles) (3), latest monthly work plan of Taobao customer service in 20 19 (4), two job responsibilities of Taobao customer service (5), and job responsibilities of Taobao customer service.

Zhuzhou Region: Agent Zhang Zong, Disciple Shizong and Disciple Zhang Zong.

Yueyang area: Mr. Liu and Mr. He of Xiangbei Automobile found the introduction of Xiangbei very good, and they also learned a lot, such as the boss's intention, team building and management.

Yiyang area: Mr. Guo from xx, Mr. Chen from xx industry, Mr. Wang from clothing industry and Mr. Qin from catering industry.

Changsha area: Disciple Jiang Zong, Disciple Zhou Zong, Chu Yuwen Liu Zong, Lao Yi Chen Zong, Chinese media Zong Yi, Zheng Juan Zhou Zong. General manager of Fengling Photography Week.

After going to these entrepreneurial companies, they all have different feelings. Many good management can be used for reference, and there are also many problems that need to be changed. It is not easy for every business owner. They are a group of very responsible, grateful and dedicated people.

Telephone service is also very important, but I have a little feeling. I feel that when I went to find the entrepreneurs supported by my region and communicated with them by phone, I got a lot closer. Some have not been served since then, and they are not very close. When they talked on the phone, their feelings were deeply divided. I think it is necessary for enterprises that have participated in our courses, and it is necessary for us to take the time to get to know their enterprises. Only in this way can we really become meaningful, become family members and help them. ;