Summary of Taobao customer service work

Taobao customer service work summary model essay (selected 6 articles)

The hard work is over. Looking back on my past work, I feel very fulfilled and have gained a lot. Let's sum up our past achievements into a work summary. So how is the general work summary written? The following is a summary model essay (selected 6 articles) of Taobao customer service work that I collected and sorted out, hoping to help everyone.

Taobao customer service summary 1 In a blink of an eye, one year is about to pass. Looking back on the work of the past year, there are too many things to sum up. To sum up briefly, e-commerce is my major, and I have always been interested in e-commerce, especially online marketing. When I first entered the company, the order quantity of seat covers was very small. With the attention of the company and the support of the development department and the supervisor, I focused on decoration, art design, commodity editing and modification, price adjustment, especially a lot of publicity and promotion. I finally accepted my first order on the xx day after I came in, which gave me great encouragement. After the first order, orders began to follow.

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 with other stores, posting blogs to each other, posting posts in Weibo, keeping diaries and so on, and those promotions have been 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.

Xx Company in xx City specializes in the production and operation of seat covers, with a monthly output of 654.38+10,000 sets and an annual output of more than 654.38+10,000 sets. Products are exported to Europe, the United States, Malaysia and China. Now the company has newly developed a brand, and XX taobao guest has helped to promote it, with a commission of 3%-5%, which is stable and reliable. Because the price of each seat cover of a single product is between 100-600, the commission is considerable.

Summary of Taobao customer service II. Think carefully about this year, what did I do and what did I get? What should I do today to remember the past and not regret wasting my life; I will not be ashamed of mediocrity. Based on the above problems, I made a summary according to last year's plan, sorted out what I have to do now, and revised my future plan and direction in detail according to the actual situation.

I remember last year's work summary mentioned this year's plan. First, I am familiar with the product; Second, do a good job in after-sales maintenance; The third is to study customer psychology; But what did I do this year? So far, although I am not very clear about the familiar products, it is enough to consult customers according to my current understanding. Of course, some new knowledge needs constant learning. For customer after-sales maintenance, the service has also achieved 80%; I didn't do the last item well. In the process of sales, I didn't grasp the real needs of customers. Besides, I found that I was too kind and not decisive enough. I knew something, but I didn't do it. I didn't convince customers what they wanted and the uncertain information existed, which led to some missed opportunities. As a salesman, I have to understand it.

Next month, I will switch to after-sales service. The leader said that my performance was the last after-sales service. To tell the truth, I am very reluctant, but people who know are not as good as good people, and good people are not as good as happy people. No matter how my position changes, I won't make myself unhappy. No matter what changes, it is a kind of exercise for me, or a good change after sale. I didn't have time to do what I wanted to do before.

First, regarding the return of goods, the process is too complicated and the time is too slow. I think the crux lies in the damage caused by product return and the delay caused by product maintenance or storage. To this end, I want to simplify this process. When returning the goods, I will check the products first. If there is any problem, I will take it directly for maintenance and give a solution in time. It's too much trouble for the warehouse to put them in storage and then submit the so-called return order. Therefore, I want to put them in storage after sale. Goods and return orders are directly returned to the warehouse manager, and then can be quickly handed over to the financial department, avoiding the delay caused by the warehouse manager's busy delivery.

Secondly, regarding after-sales telephone calls, the stipulation is 80%. To be honest, it's a bit much, but how to do it? The original idea was to check whether the customer was online before calling. If yes, return through Want Want, and call back if the customer is not online. This has two advantages. First, if there is any problem, Want Want has a chat record to check and can avoid unclear things according to Want Want. Another important problem is that when calling customers, it is usually from 9: 00 to 1 1: 30, and from 14: 00 to17 in the afternoon; 00 is better, and during this period, the after-sales guidance is mainly completed in the afternoon, so it can be said that you can only call in the morning. In this case, you may not be able to call back. But still work hard first, and then put forward the change plan after summing up.

Third, logistics tracking, if there is a transfer order, it will be sent directly to customers through after-sales inquiry. Although I don't participate in the pre-sales work after sale, if I transfer to the customer before resale, it is an extra step, which is unnecessary. I hope it can be adopted in the future.

Fourth, the issuance of invoices, according to regulations, invoices issued after 3 pm every day will be opened on another day. In order to prevent the so-called special, just send the invoice application to the finance department before 4 o'clock, and set it at 15: 00. Personally, I think it's a little early, but how to do it? According to the invoice before 3 o'clock, record it at 3: 30 at the latest, and open the outbound order and invoice application in the remaining 30 minutes. Find and summarize after-sales problems in time. In addition, it is also important to speak out the problems and feelings you see and do customer service, but the work done by colleagues related to online stores is always so mysterious. For example, there is an activity in the store, and I am as surprised as the customer. Why is there this activity in the store, what is the purpose, what kind of goal I want to achieve, and what kind of performance I expect the customer service to achieve. What are the benefits of this activity for each position, or what can you learn? Don't always use the performance after the activity to explain or explain all the problems. Store B mentioned the promotion of locks, when it is expected to make a profit, how it is planned to be promoted, or whether there are other products that customer service needs to know, such as home improvement fashion and lock A, which have been on for so long, but how many people have bought them? Why do customers ask less about this lock? The same is true for store C. Although it pays attention to the commission every day, it also has its own ideas. We want to know whether this job is really suitable for us or whether it is worth fighting for. I know the long-term planning of the store, but what kind of effect I want to achieve or what kind of preparations I am making in the short term is always so mysterious. I don't want to be an executor who always obeys instructions without thinking. When I do something, I think about why I should do it, how I should do it, and whether I have achieved my goal, that's all.

For next year's work, I want to do the following:

First, turn to pre-sale and do a good job in pre-sale.

Although after-sales work is also exercise, it is enough to do it for one month. Improve the problems found before the sale and summarize the handling of emergencies after the sale, establish good interpersonal relationships, learn communication skills and adjust their mentality.

Second, review the past and learn new things.

Update the knowledge I learned in school, especially asp code and database. After learning to make, I can save the sales or daily summary of related products in the store through the database, and I can also add and store the information I want by making web pages, which will be more intuitive, improve efficiency and enhance the fun of work. In this regard, I will complete the first draft within three months, and then improve it according to the actual situation.

Thirdly, the promotion and operation of learning shops.

Although this aspect has nothing to do with work, I will make sure to study without affecting my work. I want to make a comprehensive understanding and operation of this aspect next year, so as to sum up the methods suitable for the actual situation.

These are the ideas in my plan. Although some ideas and goals may not be consistent with my current position or work, I know what I want to do and how to achieve it. From the beginning of choosing the e-commerce industry, I thought about what to do and made a good plan. I was disappointed in the middle, which delayed my scheduled completion time. Even today, I don't want to say what my goal is because I didn't achieve it. The above is a summary of my work in * * years. Just a personal thought. If I feel bad, I can discard it, but my ideal will be realized step by step. Maybe I will accomplish nothing in the end, but at least I know what I have tried.

Summary of Taobao Customer Service Work 3 Since I joined 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 work, and have officially started to work. 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.

Insist on learning product knowledge and improve your business level. Things have been changing. I need to constantly add new knowledge to enrich myself. Insist on going out for a walk, keep frequent and effective communication with customers, and truly understand what products customers need.

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 the situation is, 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.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

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.

Summary of Taobao Customer Service Work 4 In the future work, I will continue to carry forward my past work style. I will continue to work hard, keep a good relationship with customers at work, solve customers' difficulties with the best service and let me solve customers' problems with the best service.

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.

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.

Press the line ":as long as we regard the system as sacred; As long as we keep clean and spotless; As long as we have collective interests in mind and keep in mind the "Ten Commandments", we can do a good job in credit work.

In order to cultivate their comprehensive ability, learn from each other's strengths. We hold regular group discussions to learn about the enterprise accounting system. We communicate with each other, get familiar with the workflow of each position, and put the problems on the table. Employees convey it to the department manager, who in turn conveys it to the supervisor, who takes corresponding measures according to the summarized opinions and suggestions. In addition, we arrange the field work of each employee reasonably, so that everyone has the opportunity to get in touch with the outside world, so that the work can be both inside and outside and relaxed.

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.

I remember that when I first entered the logistics company, I had to arrive at my post more than an hour in advance every day in order to master the business of the logistics company as soon as possible. In addition to my work attitude, I also actively respond to various activities organized by the company and often participate in various activities and colleagues' gatherings organized by the unit.

Summary of Taobao Customer Service Work The work in the first three quarters of 5 xxxx years has ended. With the unremitting efforts and persistence of all staff, the tasks in the first three quarters have been basically completed. Specifically divided into the following aspects:

1, improve service quality.

First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, the construction is carried out from the aspects of customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and mutual inspection of stores and self-inspection of departments are implemented. The service office leads the team to conduct joint on-site inspection twice or three times a week, and issues a notice of rectification of on-site inspection according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be responsible step by step and classified management (service office level → department level of each commodity department → monitor level →

Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards of all staff and established service management files for all staff. For employees who violate discipline for more than 6 times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and comprehensively improve service quality, thus creating the best service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.

2. Receiving and handling customer complaints.

During this year, we have used departmental regular meetings or communication meetings, special training and other forms for many times to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, implementation of treatment results, floor reception and records. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved.

In the first three quarters of 20xx, the service office accepted 37 complaints1piece (quality category: 224, service category: 9, comprehensive category: 13 1 piece, emergency: 7). In terms of emergency handling, we renewed the insurance agreement with the insurance company-third party liability insurance (premium)

3. The scope of personnel management inspection is comprehensive and institutionalized.

Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.

4. In the five major supermarkets, the inspection system is strict, and it is proposed that the inspection focus should be on the floor.

Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In the first three quarters of 20xx, the service office inspected the stores, and found that 5823 people violated discipline because of handling all kinds of employees, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment. Personal work summary of customer service department. The improvement of duty manager's business skills and professional level.

We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department acts as a trainer, taking advantage of our weaknesses and making up for our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters,

5, silver shop work.

In the specific work, the service office cooperated in personnel recruitment and training according to the unified arrangement of the company. I taught the course of business service specification, which lasted more than 20 class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always handle problems with customer satisfaction and provide customers with the service of "as good as you want".

Summary of Taobao Customer Service 6 On my first day here, our supervisor gave me a simple training on rules and regulations, talked about a lot of rules and regulations, and the new employee handbook. We read it again and again. At first, I felt very painful. Why are there so many rules? But after slowly integrating into this group, I found what an excellent enterprise this is, with complete rules and regulations that can restrain every employee's words and deeds and make us do our best.

Just entering a new job, it is inevitable that you will not adapt to the change of this role. Because I have some drawing experience before, I will also help the supervisor to do some art design in my spare time when uploading new products. At first, in this small team, each of us had several jobs. Although I don't accomplish many tasks every day, I will enrich myself every day. After all, this is a brand-new job and a brand-new beginning. We need to learn a lot. Only by continuous learning can we do better and complete the work entrusted to us by the leaders. This requires us to have 100% enthusiasm and passion. In my opinion, as long as we have enough enthusiasm for our work, we can overcome the biggest difficulty.

During this month, I not only learned a lot about Taobao, but also improved my artistic foundation. When you put a skill on hold for a long time, it will degenerate, but if you often bring it back for exercise and review, it will naturally become more and more refined. Now I am no longer the little girl who needs more than an hour for the last product. Now I can finish the initial shelf of a brand product in half a day, and then gradually improve the pictures and various information of the product. Although I can't do it with ease, I can do it easily.

I am very grateful to Qianwei Road for giving me such an opportunity to exercise myself. Here, I not only learned to discipline myself with rules, but also got a lot of exercise and learned a lot of things that I can't usually learn. I think, I will continue to maintain my enthusiasm for this job, continue to study hard, unite with my lovely colleagues, and strive to do a good job in our website, so that our avant-garde road will become more and more famous throughout the country. I think I'm not the only one who thinks so, and my colleagues will certainly have this ambition, so let's work together for our common dream.

Come on, our tomorrow will be better and the avant-garde road will get brighter and brighter.

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