Taobao customer service annual work summary

Summary is a written material that reviews and analyzes study and work life or its completion in a specific period of time, including achievements, existing problems, experiences and lessons learned. It is a growth A good way of talent, let us complete the summary seriously. How to write a summary so that it is not the same? The following is my carefully compiled annual work summary of Taobao customer service. I hope it will be helpful to everyone. Taobao Customer Service Annual Work Summary 1

In my work, it involves chatting with Wangwang after-sales and dealing with various after-sales handover issues. I have learned a lot in the past year, and I have learned a lot about Wangwang’s reply skills and phone calls. Communication skills have been accumulated to a certain extent, and many tasks can be completed effectively. The handover data processed in October was the largest in our group. The handover data processed in that month reached more than __. I can usually complete my job conscientiously and live up to the expectations of the company's leaders. In order to better complete my job and create more benefits for the company, I will summarize this year’s experience as follows:

1. Create a good image of the store

The first time a customer enters the store The first contact person is customer service. Every word and action of customer service represents the image of the company. Customer service is the first factor that customers use to comment on this store. As after-sales customer service, we must treat customers with the mentality of solving problems for customers. We must not bring our emotions to work. We must be tolerant when encountering unreasonable customers and do not conflict with customers. We must treat customers as friends. rather than the work object. As online store customer service, we spend most of our time communicating with customers using Wangwang text. When facing computers, customers can’t see our expressions. When communicating with customers, we must maintain a good attitude, use tactful words, and use polite language and Vivid sentences, paired with some dynamic and humorous pictures, may bring another kind of experience to customers.

2. Learn to put yourself in someone else’s shoes

When a customer comes to contact after-sales service, it may be because the product they received is inappropriate, the product has quality problems and other factors and needs to be returned or exchanged. When we When dealing with problems for customers, we have to think about how to better solve the problems for customers, or compare ourselves to what kind of results we hope to get when we encounter a situation similar to that of customers, and then implement it effectively. After-sales work is also a good platform for training our psychological quality. We encounter various customers every day, many of whom are vexatious and unreasonable. When treating customers, we must maintain a normal mind and answer their questions seriously. When a customer doesn't understand something, we need more patience to serve. We should listen patiently to the customer's opinion and let the customer feel that we value her opinion and we are working hard to meet her requirements so that the customer can have a good experience. Shopping experience to bring more potential transaction opportunities.

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

As a company engaged in clothing, the company’s products are updated very quickly. As a company customer service, it is most important to be familiar with your own products. The basic requirement is that when a customer asks about some information about the product, we can also respond to the customer in a timely manner. The understanding of the product is not limited to the product itself. We all need to understand the related combination of the product. The company has regular new model training almost every week, and I am also quite enthusiastic about this training. The new model training allows us to have a deeper understanding of the product through the combination of physical objects and web product introductions. We can also be familiar with our products when dealing with after-sales. advantages and disadvantages, and then better solve problems for customers. Taobao customer service annual work summary 2

As a Taobao customer service, my work this year is relatively busy. During this year, I also completed my work well and learned a lot. I have learned a lot of work skills and can be said to have performed very well. The new year's work is about to begin, and I am already ready to welcome the new year's work. Now I will make a summary of my work this year, and also conduct a reflection so that I can make more progress in my work in the new year.

1. Work Completion

This year *** received x customers, of which x number of orders were completed. The three busiest time periods this year are Taobao's 618 event, Double Eleven event and Double Twelve event. During this period, I can be said to be busy completing work. I have been busy from morning to night, and I feel very tired, but I have completed my work every day very well. In fact, I think Taobao customer service should be the most tiring and difficult among customer service jobs, because we need to know the information about all the products in the store in order to solve customer problems. Fortunately, this year I rarely failed to answer questions. It can be said that I have completed my tasks for this year very well.

2. Work Performance

When working, you will inevitably encounter some unreasonable customers, or customers who are difficult to talk to. You must first regulate your emotions. If you cannot Bringing emotions to work will not only fail to solve the problem, but will also lead to intensified conflicts with customers. No matter what kind of attitude the customer has, you must always use a good attitude to communicate with customers. Although there are times when I can't control my emotions, I can still maintain a good attitude and never talk back no matter what the customer says. In this regard, I feel that I have done a relatively good job, at least in my own opinion, it is very good. Although there may be cases where customers are dissatisfied, there is nothing we can do about it.

3. Plans for the new year

In the new year, I still maintain a good attitude towards work, actively learn some new things, and communicate with customers. skills and some work knowledge. It is necessary to become familiar with all the products in the store and recommend suitable products according to the needs of customers. This can effectively improve customer satisfaction and reduce many disputes. I also have many problems in my work this year. In the new year, I must work hard to improve my work ability so that I can become an excellent customer service. There is still some gap between myself and others, so I must work harder in the new year. I believe that I can make progress in the new year. Taobao Customer Service Annual Work Summary 3

Whether a company can survive depends on how well its customers support the company? This support is directly affected by customer satisfaction, so we can Good service, high-quality products, and planned customer return visits increase customer satisfaction. The company's goal can be towards "zero complaints, no complaints".

1. Study diligently and keep pace with the times

Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a state. I insist on diligent study, strive to improve my professional level, strengthen my thinking ability, focus on integrating theory with practice, and use practice to train myself. Contributed his own modest efforts to the successful launch of the company's comprehensive informatization.

2. Based on one's job, dedicated to one's job

As a customer service staff, I always insist that "it is not easy to do simple things well." Take everything seriously at work. Whenever you encounter complicated and trivial matters, you always do it actively and hard. When colleagues encounter difficulties and need to cover the shift, they can give up their rest time without any complaints, resolutely obey the company's arrangements, and devote themselves wholeheartedly to the work of covering the shift. Whenever the company wants to launch new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can it better answer customer inquiries and enable the company's new business to be developed comprehensively and in-depth. .

At work, I strictly follow the working philosophy of "customer first, service first" and provide detailed answers to customer inquiries. For the problems reported by customers, we will actively and steadily solve the problems that we can solve. For the problems that we cannot solve by ourselves, we will actively report the problems to our superiors truthfully and strive to reply to the customers as soon as possible.

We must register the problems raised by customers and whether they have been solved in detail, check them every day, and solve problems in a timely manner, effectively eliminating the occurrence of mistakes and omissions.

The above is my summary of the work throughout the year, but I know that there are still some shortcomings. First, there is a lack of work experience and there are loopholes in actual work. Second, work innovation is not enough. The third is impatience at work and sometimes eagerness for success. In the next step of work, we must overcome and improve. Taobao Customer Service Annual Work Summary 4

On the first day here, our supervisor gave me a simple training on rules and regulations, and explained a lot of rules and regulations, as well as the book We read the employee handbook over and over again. I thought it was very painful at first, why are there so many rules? But after slowly integrating into this group, I discovered what an excellent company this is, with complete rules and regulations, allowing it to restrict the behavior of each of our employees. Every word and action allows us to get the job done.

Having just entered a new job, it is inevitable that I will be a little uncomfortable with the change in this role. Since I have some experience in making graphics before, I will also assist my supervisor in my spare time when uploading new products. Do some art work. At first, in this team with a small number of people, each of us had multiple roles. Although we did not complete many tasks every day, we would enrich ourselves every day. After all, this is a brand new job and a brand new beginning. We need to learn many things. Only through continuous learning can we do better and complete the work assigned to us by our leaders. This requires us to have 100% enthusiasm and passion. In my opinion, as long as we have enough enthusiasm for our work, then we can overcome no matter how big the difficulties are.

In this month, I not only learned a lot about Taobao, but also improved my art foundation. When you put a skill aside for a long time, it will degrade, but if you often come back to practice and review it, then it will naturally become more and more refined. Now I am no longer the little girl who took more than an hour to create a product. Now I can complete the initial launch of a brand product in half a day, and then gradually improve the product pictures and various information. Although it can't be done with ease, it can be done easily.

I am very grateful to Avant-Garde for giving me such an opportunity to train myself. Here, I not only learned to use rules to restrain myself, but also got a lot of exercise and learned a lot that I can’t usually learn. thing. I think I will continue to maintain this passion for work, continue to study hard, unite with my lovely colleagues, work hard to build our website, and make our avant-garde reputation more and more famous. , became famous throughout the country. I think it is not just me who thinks this way, my colleagues must also have this ambition. Therefore, for our common dream, let us work hard together.

Come on, our tomorrow will definitely be better, and the avant-garde road will definitely become brighter and brighter. Taobao Customer Service Annual Work Summary 5

Speaking requires skills, especially Taobao customer service speaking skills are more important. The key to impressing buyers to place orders is whether the customer service can impress the customers during the conversation. When communicating with customers , to grasp the propriety of words, to know what words should be said and what words should not be said. If you accidentally step on the communication landmine, no matter how strong the customer's willingness to buy is, they will leave and run to the arms of other sellers.

1. Don’t argue with customers

In sales, we often encounter customers who are picky about the products we sell. At this time, we inevitably want to argue with them. But the goal is to close the deal, not win the debate. Arguing with customers won't solve any problem, it will only make them resentful. Even if we are not angry offline, we cannot bring our emotions online. Online, we should listen patiently to our customers' opinions and let them feel that we value their opinions and that we are working hard to meet their requirements.

2. Don’t communicate with customers in an indifferent tone

When talking to customers, we must keep smiling even if we are facing a computer, because customers can read between the lines of our words. Feel it inside. Smiling is an expression of confidence and the basis for establishing a good atmosphere. When customers meet us with smiles, they may become our friends even if they do not need our products. They will easily think of our store next time they are in need, thus becoming their next customers. The foreshadowing of a transaction.

3. Do not question customers directly

When communicating with customers, you must understand and respect the customer's point of view, and do not use questioning methods to talk to customers. For example: Why don’t you buy our products? Why don’t you trust us? Why do you think our products are not genuine? And so on. Talking to customers in a questioning or interrogating tone is a sign of impoliteness and disrespect. Human reflection is what hurts the customer's feelings and self-esteem the most.

Finally, promotion must be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think sales that achieve a win-win situation are the most successful. Achieving a win-win situation means that when a customer purchases our product, we solve his actual problem, and we also make a profit.

Therefore, when we sell, we should first listen to the customer and understand his needs, and then we recommend corresponding products to the customer to help him solve his actual problems. If we just blindly sell a product to customers and ignore the real needs of customers, it will be difficult to close a deal even with the best product. In the process of chatting with customers, if the above four points are achieved, then I believe that the business in the store will not be much worse. Gold medal customer service is not built in a day. Only by making a little progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.