Summary of Taobao Customer Service Work (Three Articles)

Summary of Taobao Customer Service's Annual Personal Work I

Time flies, and I have been working in the service center for a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed before I can master more work skills and professional knowledge; Becoming an excellent customer service staff has a long way to go.

Looking back at the application for the company's customer service position at the job fair, it seems that it happened yesterday; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year:

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner;

2, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

In the process of completing the above work, I learned a lot and grew a lot:

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night.

On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open.

However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company.

In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day, which was just completed two days ago, is the first scheme I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

2. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of photoshop and coreldraw software;

3. Further improve your personality and improve your patience with work.

Taobao Customer Service Annual Personal Work Summary II

Speaking also needs 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.

Summary of Taobao Customer Service Annual Personal Work III

First, know the customer.

First of all, the buyer began to bargain with you and asked if you could lower the price of this Dongdong and give me a discount. Customers all want to buy good quality and cheap baby. Merchants generally don't lower the set price unless they do activities on holidays, because some merchants have really low profits, and the customer service said once or twice that customers don't care about the price, then they will think of other discounts. That is, since we can't make a counter-offer, how about sending it to me for free? In fact, this is also a counter-offer. The problem of postage varies from family to family, the price given by the courier company is different, and the nature of the products of the merchants is different, so it is more expensive to ask the merchants to avoid the bill than to make a counter-offer. What's more, I want the seller to give me a small gift. Since we can't make a counter-offer or waive the bill, we can just give you a small gift as a souvenir! Sellers usually do this, because the cost is not very high, and the customers who give small gifts are also happy.

Online shopping is not as tangible as it is in reality. People have to keep an eye on it, and it is understandable what customers want. If you think of yourself as a buyer, you know what you will ask your customers.

Second, do a good job in customer service.

The most important thing is to know the nature of the goods you want to sell, so that you can successfully complete the sales work when the buyer intends to buy the goods. If you don't know the goods, then when the buyer asks about the goods, you will have a stagnant reply, and the speed of replying information will change, which will easily affect the buyer's desire to buy. Also, you must answer the questions put forward by customers truthfully, and don't deliberately praise your products, because once customers receive the goods and introduce them, they will feel lost, and it is very likely that they will give you a medium or bad review, which will not be worth the candle.

Third, after-sales service.

This is also very important, we should do a good job in quality control and return.

For regular customers, you can mark them and give them a discount or free mail next time you come, because this will attract new customers. General customers will introduce good things to friends or colleagues, or buy clothes, for example. Colleagues think clothes look good and ask where they bought them. Then a new order will come.