Summary of e-commerce operation experience

Many people don't understand customer service, and feel simple, monotonous or even boring. They just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become 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. Let me share with you my experience in e-commerce work, and welcome your reference.

E-commerce working experience 1

What the company gave me was infinite encouragement and support. Under the leadership of General Manager Tao and General Manager Jiang, I quickly entered my management role according to the policy formulated by the company. I am good at communicating with people, have a strong collective consciousness, fully listen to the opinions and suggestions of others, and can quickly integrate into the working group team to achieve the best benefits of the team. Through close cooperation with college students, the predetermined goal has been basically and effectively achieved. The following is my summary of my work in the past three months:

First, the main work.

1. Train and divide the work among college students and arrange their related work in the near future. Life experience and work experience of college students can be said to be almost zero. As soon as they leave school, they have a lot of discomfort in entering and leaving the company and society. The main reason for this maladjustment is that they don't know where to start their work and how to do e-commerce well. Training universities is the first step for me and my college students to achieve great success, so that they can fully familiarize themselves with the company's corporate culture and humanistic culture. The most important thing is to gradually get familiar with the products to be sold and the basic business processes, and understand what the company mainly does. Where is the market positioning? Where should our market target be invested? Who are the target market individuals and groups? When college students have a new and profound understanding of the company as a whole, they will arrange the daily work of each member separately, and each member has his own goals, so as to make full use of human resources.

2. Establish the platform of Taobao Mall, including product shelving, image processing, webpage art design, decoration template formulation, etc. My daily work in Taobao is: store decoration, data analysis, software application, activity registration with Taobao and online lectures. , including some promotion of Taobao Mall, such as taobao guest, Taobao shopkeepers and related forums and posts in Taobao Gang. The basic framework of network marketing has been initially established, but the real scale benefit has not yet been formed:

(1) Three months later, Taobao Mall and CC6 13 were successfully opened, and now they have started to operate successfully and are gradually on the right track. The opening and operation of the two stores provided an important platform and channel for later promotion and investment promotion, especially for market dynamics and consumer information feedback; The experience and lessons accumulated in the operation process will also provide many ways and means worthy of reference and development for future work.

(2) Based on the actual situation of e-commerce work and the company's talent pool, it is planned that we will hand over CC6 13 to the college student team for planning and set up an e-commerce sales team in June of 5438+00. Although the number is small, but the internal division of labor is clear, emphasizing personal expertise, many meetings to exchange ideas and experiences. In the future, with the continuous development of e-commerce, the number, structure, division of labor and quality of our reserve team members will be continuously improved and improved.

(3) With the increasingly fierce competition in the online market, in order to adapt to the situation, we have organized many promotional activities, including variety promotion and holiday promotion, but the effect is not obvious. Opening up the market is a headache, and finding potential customers is also a very profound knowledge. It takes a lot of effort to find out the reason, so I plan to try advertising investment in June 5438+00, including through train and Ali mom. Although the effect may be limited, it provides us with many experiences and lessons worthy of further study.

(4) According to Mr. Tao's request, by comparing the market situation, we know how to set the price, how to analyze the composition of the price, how to communicate the price with customers, how to float the price, how to calculate what is included in the cost and so on. Finally, after many adjustments to products and prices, the psychological price range acceptable to consumers is located and adjusted.

Second, the main problems

(1) Taobao is extremely competitive.

Through the analysis of the competitive market, it is obvious that although Taobao's market is not saturated, the competition in the market is already quite fierce. There are many conditions for competition. We have our advantages, but we also have disadvantages, such as unclear price positioning, immature market relations, limited contacts, lack of professional marketing team and technical personnel. In fact, the marketing team should not only be proficient in technology, but also know how to treat every customer into their circle, how to talk and how to establish relationships. I think this series should be studied and studied in depth.

(2) Affected by various rules of Taobao, online store credit, popularity, single product sales, etc. Fall into a vicious circle.

The vicious circle is mainly manifested in search rankings, and there are too few opportunities for home page display. If ranked according to the remaining time, each project will cycle to the home page for less than 3 minutes per week; If you rank by popularity, the home page shows shops with high credit, large single product sales and high popularity, then shops with low credit and low sales have little chance to turn over if they rely on normal development, because the less display, the less sales, the worse popularity and the lower ranking, thus falling into a vicious circle.

From the perspective of sustainable management of local specialty stores, franchisees we faced in the past or in the future may all be "half-way monks", so these aspects, such as industry awareness, professional level, product familiarity, management skills and promotion strategies, are inherently deficient, so how to effectively and flexibly guide and train franchisees in these aspects is also an important issue to be faced in the later period.

Third, the platform construction of CC6 13 shopping mall.

CC6 13 mall is mainly responsible for network marketing promotion, including question-and-answer platform, forum, Baidu Google Post Bar, Baidu Google Encyclopedia, website and blog information monitoring and daily maintenance of the website. According to the website or product writing promotion plan, SEO search engine optimization technology and advertising, it is promoted by common methods of website promotion. Combined with the company's situation, e-commerce work is as follows: (1) navigation website links;

(2) About 30 entries submitted by search engines need to be reviewed;

(3)SEO search engine optimization and keyword setting;

(4) Update the content of the company website and optimize the friendly links;

(5) Regularly publish corporate websites on Baidu, Google Search and other large portals and industry websites.

E-commerce working experience II

For online stores, there are always several periods in a year that are the peak season for sales. Not long after "Double Eleven", "Double Twelve" met the buyer again. In this regard, as Taobao sellers, we really should thank Mr. Ma Xia. He not only created Taobao, the most popular online business platform, so that many people who want to start their own businesses like me can start their own businesses, but also innovated the online marketing model, which started the "Double Eleven" and "Double Twelve" shopping frenzy in China, and made many sellers and buyers become beneficiaries.

I sell tea, authentic Wuyishan tea. Since the opening of my Taobao shop, I have witnessed many hot scenes of "Double Eleven". So this year, at the suggestion of many tea friends, I participated in this year's "Double Eleven" activity after discussing with my family. When I participated in this activity for the first time, I also encountered many problems. The most direct problem is the delivery problem. In the face of orders from tea friends all over the country, my customer service and I are completely busy and can only mobilize the whole family. Fortunately, the busy double eleven has passed. After the baptism of "Double Eleven" promotion, facing the next "Double Twelve", I am also full of confidence and decided to give back to my friends who love tea as much as possible. Most goods in the store will be 20% off the first time. Once this activity was published on the Internet, it welcomed many friends and won everyone's support. At the same time, it also learned the lesson of "Double Eleven" slow delivery, sent money to customers in many places, and chose the fastest SF. SF Express is a leader in the express delivery industry, and it is no wonder that it is more expensive than other express delivery. Packed and delivered on the twelfth day of the week, and received favorable comments from tea friends in a few days.

Customer's praise is undoubtedly the greatest affirmation of our sincere efforts, prompting us to better serve our friends, and will never reduce product quality and service quality because of activities. On the contrary, we should wholeheartedly provide the best service for everyone at this special time, because this is the time to really test the business. Why do you say that? Because in the communication with the buyers who came to my Taobao store to buy tea, I heard such a thing: last year's Double Eleven, the buyer bought a dress in a store, and the seller delayed the delivery on the grounds that the double eleven volume was tight. It turned out that the seller was out of stock and delivered it to the buyer after purchase. Later, the buyer gave a moderate evaluation and never went to the store to buy anything again. So the more important the activity, the more it will test the store. If the store is still very good at this time, such a store will certainly not be bad in daily sales.

Therefore, in the face of the busy double eleven and double twelve, I made full preparations in advance. Not only have a number of good teas been carefully selected to meet the needs of tea lovers, but also the service is as thoughtful as ever. Double twelve, I even posted money to send SF Express to distant tea lovers. My approach has also been supported by everyone. After two activities, our store's performance is also good, especially the "Double Twelve" activities. After the activity, I found that there were obviously more friends buying tea in my shop than new customers during the activity. I am sincerely happy about this. There are more old customers than new customers, which shows that my tea and service have been recognized by everyone, which will be the biggest motivation for me to insist on selling tea well. Thank you.

E-commerce working experience 3

In fact, I haven't been in the skeleton for a year, but I still don't know how to remember my gains in this year. When the past reappears, I find that some beautiful things are still fresh in my mind, no matter what once bothered me or some obstacles that once stopped me from moving forward.

Before this job, I had contact with Taobao shop, which made me not very strange to release product information. It can be said that e-commerce is my real first job. As I have just entered the society, I am glad that I have chosen e-commerce. It is very rare to meet your favorite career from the beginning.

At first, I knew nothing about this field. I just think everything is boring. I repeat several of the same things every day. I keep doing it, over and over again, over and over again. I feel that life has been customized, so I have no so-called motivation and enthusiasm to do things. And I didn't know about Skeletal's products at first, and I thought it was really not easy to sell them online. Until I received the first order for no reason, although I might be laughed at by my peers, the order of 100 yuan can be said to be insignificant, but it brought me unprecedented confidence.

I used to think it was really difficult for this industry to do transactions on the Internet. Not only is the price high, but the assembled finished product also makes me back down on professional issues. I think this order of 100 yuan is not only 100 yuan, but also an affirmation of my work. From this time on, I understood where I should break through. Since we are not completely sure about the finished product, let's start from the side. Simple pipeline is not only easy to introduce to customers, but also can shorten the delivery time and reduce the waste of time consumed by workers.

If I only teach myself e-commerce, I think I may not be able to treat this job normally until now.

This was not only helped by Mr. Han, but also participated in the study of Shanghai Business Alliance, the training of e-commerce and the teaching of Alibaba courses ... At first, the impression of e-commerce was only "simple", but now it is no longer a simple release of product information, but contains many deep-seated network factors, and some professional problems even I can't fully grasp now.

I think the most important prerequisite for doing e-commerce is to have a good understanding of the products. If you can't explain professional problems when facing guests, you may face the loss of potential customers. Talk about products in a confident tone. I believe that products with advantages will definitely attract customers. Selling products is selling yourself, and selling yourself is far more important than selling products. Facing the object you want to sell, you should distinguish whether you are the real decision maker, whether you really want to buy your product, whether your competitors want to set the price or just want us to draw the design drawings for him, and so on.

Second, arrange 8 hours reasonably.

Working hours are also a crucial step. Although I often feel that I don't have enough time and may lack a lot of things, I feel very fulfilled every day. Although some inquiries have nothing to do with our industry every day, I take every customer seriously, and every Want Want will introduce our fluorocarbon wood grain products, because I think few customers know our product knowledge in this field now. I think e-commerce is really a gradual process. There may be no relevant inquiries when you first enter the contact website, or even inquiries in other fields, but in the long run, I believe everyone can receive their own orders.

The third is to have an optimistic, cheerful and positive attitude, which determines behavior, which is the premise of marketing.

If you do something, treat it as a career you love, instead of feeling forced to do something you don't like. Doing things with a happy mood can really get twice the result with half the effort and devote yourself wholeheartedly. E-commerce is a long-term process, and short-term efforts and persistence cannot achieve the expected goals. Only by sticking to your goals and completing the tasks that need to be completed every day step by step, then even if there is really no actual effect, you will not feel bored inside, and a full sense of satisfaction will arise.

Finally, it is also important to keep learning e-commerce and accumulate knowledge.

Since I stepped into the skeleton, I have been training and studying e-commerce with Mr. Han, and I have gained a lot of knowledge from the activities of Shanghai Business Association that I can't usually learn in the office. I have met many famous people who are very successful in the field of e-commerce, including teacher Zhang Youwei's network promotion and b2b marketing channels. The carpet bombing of b2b free members has provided me with a lot of help in releasing product information. Forum blogs and communities pay more attention to the online and offline communication of brand beer, which gives me another way and means to promote the company's products; The density distribution of keywords also made me notice some technical places in product description. Teacher Huang Wei's search engine optimization also made me more interested in the network. In addition to these courses, I also attended the Shanghai 1000-person online business conference, which was a great event in 20__. It is an honor to attend such a grand event. In addition to external learning, I will often go to Alibaba forum, blog and Ali Want Want Group to learn all aspects of knowledge. Although these jobs take time, it is very worthwhile to gain some knowledge that can be used for yourself every day. For example, some functions of Baidu are learned from business friends in the group, forum articles and their own Baidu search.

Scarlett's sales department has been stationed in Shanghai Shangshi Landscape for several months. Although life here is very different from before, study is still going on normally. Mainly studied the knowledge of website links.

E-commerce really doesn't have much technical content. As long as you try more and study more, all problems will no longer be problems. The plan for next year will be to continue to do seemingly simple things again and again, just like this year. Slowly turn the original potential customers into actual orders. All efforts are the basis for the final turnaround. Bottom line: a seemingly tiny thing, if it is meticulous to the extreme, will glow and heat up one day.

E-commerce working experience 4

20____ years, the office work is busy and full. Although I have been adjusted several times, I still combine the work responsibilities and work plans of the department, take network promotion as the main center and key work, and actively complete all the work and tasks assigned by the leaders. Looking back on the past year, I have mainly done the following three aspects.

I. Network promotion work

Maintain the operation of the company's website, update the content data, participate in the website revision twice in 20 years, and successfully complete the background rectification requirements of the website database. It further simplifies the steps of data input and news update, and opens the door for further improving the visibility of the company's website on the network.

Supervise Baidu's bidding ranking, constantly adjust the selected keywords and bidding according to the actual situation, and strive for greater traffic and attention within a reasonable budget. At the same time, Baidu traffic will be appropriately imported into the company's blogs, news and other current affairs projects, further laying a solid foundation for enhancing the company's popularity and natural ranking.

Use forums and blog promotion websites to reprint excellent soft articles in large-scale interactive sections such as Baidu Know and Tianya Q&A to improve the exposure of the company's products and the company's popularity. This work needs a certain amount of time and energy, and it was carried out well in the first half of the year. In the second half of the year, due to the departure of extension Commissioner Zhu Xiao and the decrease of human resources, this work was greatly affected.

Second, administrative coordination work

Assist leaders to do daily work. Participate in "scientific and technological innovation", "famous products" and other selection activities, assist leaders in outreach, visit reception, and assist leaders in all aspects of talent recruitment.

In order to assist colleagues in the company to carry out their work smoothly, do a good job in all aspects of operation guarantee, ensure the smooth operation of the company's telephone and network, the normal operation of all kinds of office equipment, the internal and external communication of work situation, and the left and right coordination of problem handling. Ensure that the company's pre-sales consultation and after-sales complaints can be handled in time, coordinate all parties and answer patiently.

Third, the comprehensive work of copywriting materials

Cooperate with the company's various publicity materials, such as product manuals, brochures, practical manuals, four-fold pages, single pages and other materials, and communicate and coordinate with outsourcing suppliers in time.

Over the past year, I have made full use of the advantages of the company's headquarters, contacted up and down, communicated left and right, and collected from all directions.

The information from all sides, after written and accurate sorting, was fed back to various media channels, which played a very good publicity role.

Actively participate in the convening of the company's "two sessions", write the presiding copy, organize conference planning, play a role in ensuring the smooth development of important work and major activities of the unit, and make feedback and records.

20____ is a year of development and hard work. There are still some shortcomings in my work. First, the shortage of staff leads to the work level staying in daily affairs, while less time and energy are devoted to active consultation, investigation and research, and innovative thinking; Second, the detailed implementation and overall planning of the work are not in place, and there is still a certain gap between work efficiency and ideal rhythm.

The year of _ _ is a brand-new beginning and a new starting point for the company and each of us. I will redouble my efforts to catch up. No matter what job you are engaged in, attitude and mentality are very important. Facing the challenge calmly, we can better handle and solve the problems we face, constantly enrich ourselves, objectively face our own shortcomings and improve ourselves better. Everyone will have a bright future!

E-commerce working experience 5

In retrospect, it seems that it happened when I first applied for the customer service position of the property management company of the Chamber of Commerce, but now I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't understand customer service, and feel simple, monotonous or even boring. They just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become 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. Handle the formalities and certificates for customers' decoration, and file the information, files and keys of merchants. Among them, it should be distinguished that the ad area on the first floor, the AD area on the second floor and the abcd area on the third floor belong to the government, most of the first floor and the second floor belong to Chen Guide, a few belong to the merchant rudder, and some belong to private owners.

2, familiar with all aspects of information, including the owner, decoration units, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit.

3. Making, sending and filing letters and documents. At present, Guide Company, Suntech and Maozhi Office have issued documentary letter, notice of rectifying misplaced paragraphs, warm tips, article release instructions and small-scale construction orders. Familiar with how to use large decoration materials, maintenance orders, etc.

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. For those who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place.

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 always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored. It often makes people feel cumbersome and have no time to take care of it. In the wool trade center, I deeply realize that the details can't be ignored or sloppy. Whether it's every word, every punctuation, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can I get rewards from it. Details bring benefits and details bring success.

I have developed my talents in my work and study. When I try to finish every job, I get my support and affirmation. I remember that during the woolen trade fair, in order to do a good job, our customer service department, engineering department and security department all worked overtime in these four or five days to do their jobs well. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. As for the computer maps of the abcd area on the first and second floors of the whole wool textile trade center, I will treat them seriously and responsibly, and try my best to do all the work better one by one.

In the new 20__ years, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen my work in 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 ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions.

3. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of wool trade center. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me.

Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!