Summary of JD customer service practice. Computer output microfilm

Summary of Customer Service Practice in JD.COM

JD.COM Customer Service Internship Summary The internship period of nearly five months has ended. I have been concentrating on writing my thesis since I came back, but I still feel a little sorry to see some information at work. It's a pity to leave JD.COM, because my job is very good, but fortunately, if I want to go, I still have a chance, but I should not go to JD.COM again and work as a telephone customer service in JD.COM. I still remember that there were about 40 students who went to practice together at that time, some in the same class and some in other departments. At that time, the personnel recruiter told us that working for one month, three months and half a year is a period of mental turmoil, and people are easy to change jobs during these three periods.

We are the company that reported 65438+February 14, which happens to be Friday. After signing the contract, we had a double holiday. Unfortunately, some students left the next day because the work place was too remote. About one month before the Spring Festival. I had a holiday and found that my classmates had already left. In fact, the departure of each classmate will cause a stir among others. They are all planning when to leave and go to the city they want to go to. Such is also the case with me. Until we left the company on the grounds of handing in internship papers, some students insisted, whether because there was no back road or simply to stay for the paper. Fortunately, we all persisted and were quite proud of ourselves. I think this internship experience will remain in my memory forever, and the persistence and sense of responsibility I learned in the internship will also become the driving force of my future life, paving the way for the bumpy setbacks on the road.

People may climb the peak of life in the process of constantly surpassing themselves again and again, just like breaking a cocoon into a butterfly. Once you break through the bottleneck that limits your development, victory is not far from you. The current practice teaching is like a cocoon breaking process. We are all honed by big and small things, and we have left our spiritual wealth after completing every task. In this way, we continue to accumulate, explore and surpass. I believe that in the near future, we will definitely achieve a qualitative leap because of the accumulation of quantitative changes.

In my opinion, transcendence is actually a challenge, a kind of creation, and it is more inclined to shape personality at the same time. Bai once said that "personality is the highest education". Surpassing oneself is mainly to overcome one's psychological inertia and face all the difficulties in front of oneself bravely. When I bring this transcendence to myself and even infect students, I am successful.

I have been out of society for half a year, and I am already half a social person. You can't be like a student anymore, and sometimes you can do whatever you want. Off-campus enterprise internship provides us with a good practical opportunity, which allows us to better apply theory to practice, understand theory in practice, learn more business knowledge that many books can't learn, and even be more practical than theoretical knowledge.

After this internship, I gradually realized that every job and working environment can't be perfect, but there are many valuable experiences and resources in every job, such as the frustration of failure, the joy of self-growth, warm working partners, grateful customers and so on. These are the feelings and necessary wealth that successful workers must experience. If you work with gratitude every day and always keep in mind the truth that "you must know how to be grateful if you have a job", you will certainly gain a lot. While gaining a lot, you will find that through exercise, you become brave, strong, optimistic and open-minded. In this way, you are constantly moving forward and on the road to success.

Finally, thank you for this tortuous time, thank you for every enterprise I work for, thank you for your concern and training, thank you for your help and support along the way, and let me be full of passion and courage on my way forward! Thanks to Henan Business School, I have met many mentors and friends in a short period of two years, so that I can constantly absorb knowledge and improve myself in the sea of knowledge. Thank you for your hard work and teaching, give us meticulous care, let us cheer up at work and find a lost outlet!

JD.COM customer service practice summary practice is a necessary stage for every college student. After all, going to school is to apply what you have learned and apply what you have learned. Although I feel that I haven't stayed in school enough, I always have to go out of school and go to the society to become a truly independent individual. In fact, it's good to go out for an internship, at least making full use of time. At school, attending classes sometimes makes people feel bored, because many courses actually don't make people learn anything, so time and youth are wasted. Although it is not so free and easy to go out for internship, we are still young and young people are not afraid of hardship. Internship makes us feel the beauty of the school and the hard work of the people who work. Although choosing to do customer service in JD.COM is not my first thought, I think internships are all internships, and this does not mean that I will do customer service for a long time, so I will not be too stubborn to choose a job that I must be satisfied with. After all, this internship just wants to exercise myself and know myself more clearly. So as to pave the way for what industry and occupation to engage in in in the future.

When I first came to JD.COM, everything was strange and novel. The company provided a place to stay, especially a school dormitory, and provided us with quilts and other daily necessities to ensure our lives. Secondly, it has its own canteen, so there is basically no need to worry about eating. At noon, we will give you fruit or yogurt or tea, milk tea and other drinks. If you are hungry, there are free snacks. Although there is basically no time to eat at work, this practice is quite touching. The geographical location of the company has moved: it used to be a rented place, and there are two places, which are divided into old and new workplaces. Now there are two new buildings. Everyone can start working with a workstation, a computer, a telephone and headphones. The equipment is simple, complete and practical.

These external conditions are taken care of, so as long as individuals are proficient in business knowledge and work system, there is no problem. The environment of the two newly-built pancake buildings is really good. Although it is only four stories high, it is very big and can accommodate thousands of people in the company. There are also many potted plants in the company, which are mainly used to absorb computer radiation, followed by aesthetic effects, and also add a little vitality to the modern workplace environment. It is called the round cake building because it is cake-shaped and looks very cute. At night, when it is dark around, the building will light up, flicker and change colors alternately, which is very beautiful.

Because this is the national customer service center in JD.COM, most of the staff are wired, including telephone customer service and online customer service. There are administration department, personnel department, operation management department and employee care department horizontally, and front-line customer service, senior customer service, supervisor, manager, senior manager and director vertically. Customer service also includes orders, after-sales, POP, group purchase, bill review, complaints and so on. The division of labor is very clear and meticulous. This is the organizational structure of large companies, with clear and smooth veins. The small company I used to work for was different: all kinds of systems were not perfect, and doing one thing would involve doing many other things. Although I can learn a lot, I am inefficient. So big companies and small companies have their own advantages and disadvantages, depending on what kind of environment your personality suits.

Besides work, JD.COM has arranged other recreational activities. For example, I know the "annual meeting", and there are competitions like "I am a singer", including the selection of popular couples on Valentine's Day, blind date and other activities. Although these have nothing to do with me, I feel that the entertainment life of the company is quite rich. There are lottery and other links in the activity, and because the prizes are very attractive, the participation of employees is still quite high. The company also has gyms, yoga rooms and other venues, and then there will be KTV, badminton courts and basketball courts. It's particularly pleasant to listen to, which makes people look forward to and yearn for it. I think it will be a very pleasant thing if I can relax my work and spend more time exercising and relaxing in the future! Hey, hey, I think too much.

The company's hardware facilities are getting better and better, and its internal policies are also developing and improving. There have been many changes since last year. First of all, there is a "Flash Purchase" column on the homepage of JD.COM Mall. The launch of flash sale has greatly increased sales. Although it is also sales, the sales volume will inevitably change with the change of marketing strategy, and the outstanding characteristics of flash purchase are "brand", "limited time" and "discount", which just meets people's pursuit of good quality and low price. Perhaps the whole listing of "flash purchase" alone is to grasp people's consumption psychology. Secondly, for the receiving link, the policy of unpacking inspection was adjusted. In the past, JD.COM couldn't open the box for inspection, which made those consumers very dissatisfied with cash on delivery. In fact, this is a question of trust. Consumers don't want to pay and find that the goods are not guaranteed; Merchants feel that it is not cost-effective for customers to refuse freight directly, because customers have many requirements, and sometimes it is not because of the quality of goods that they refuse to accept. Then the customer refuses for no reason, which is a great loss for the merchant.

Now the implementation of unpacking inspection is actually an improvement on online shopping. Customers don't like to refuse on the spot and return the goods directly, which can also ensure the integrity of the goods. Of course, there are restrictions on unpacking inspection. Inspection can only rely on appearance. For electronic products, you can't use them, and you can't open the package like a special commodity. In fact, as long as a platform or a business has credibility, consumers do not need to have such concerns. Can't such a big platform protect the rights and interests of consumers? How to stand after that? JD.COM is not the only one who doesn't open the box for inspection. This is the big environment. It's just that customers can't understand, so they just scatter their complaints at the place where they bought them. However, with the growth of e-commerce and the improvement of various laws and regulations on online shopping, the balance of sellers tends to be balanced, and the rights and interests of consumers are being valued and protected. I believe that online shopping will make people feel more and more secure in the future. Finally, with the promulgation of the 3 15 new Consumer Protection Law, major shopping platforms began to make corresponding adjustments.

In order to improve customer satisfaction and smoothly implement this policy in JD.COM after the introduction of the new consumer law, JD.COM also took the lead in implementing the new consumer law. In the past, electronic products such as mobile phones and computers and household appliances such as televisions and refrigerators could not be returned without quality problems, but now many things are ok, as long as the goods are in good condition, which really brings great convenience and protection to consumers' online shopping. So, JD. The reputation of COM depends not only on the quality of its products, but also on its positive response to the national policy of protecting consumers' rights and interests.

I didn't know what high efficiency meant until I came to work in JD.COM. In the previous training, the supervisor said that this place is a fourth-tier city with second-tier speed. At that time, I was still thinking: How efficient is this place? I didn't realize the true meaning of this sentence until I really worked. First of all, the number of calls per day requires CPH to be above 12, that is, 60 minutes per hour for 12 calls, and a call takes about 5 minutes. Actually, I think it's ok, but if I meet an unreasonable customer, I can answer 10 for half an hour with one phone call. And the total demand exceeds 100. We work 9 hours a day, including 1 hour for eating, going to the toilet and drinking water, which is 8 hours, so basically every minute should be used rationally.

After receiving the call, you should immediately click to prepare for the next call, because your words can't exceed the standard. But you don't just answer the phone, you also need the operating system to solve problems for customers and record customers' problems, so you have to enter them synchronously, type while answering the phone, and make sure you hang up and you're done. So there is no news time at all. Maybe you are still wondering where there are so many telephones. What I want to say is that all the calls can't be answered. With such a large platform, thousands of customers may encounter problems at the same time, so don't worry about not receiving calls. At peak hours, such as "Double Eleven", customers simply can't get through, and it will take a long time to get through. You can imagine how busy and tired you are if you don't listen to your mouth, keep typing by hand, and ignore your own emotions to appease customers' emotions.

I can't get off work in time when I get off work, and there is still a lot of follow-up work to be done, because I have to solve the customer's problems, such as contacting the merchants and asking about the reasons for the abnormal express logistics; Ask the customer why he didn't receive the financial payment and when the invoice was issued; Ask a series of questions about when the goods will arrive, how to use them, and how they will perform. After greeting, reply to the customer. At the same time, when processing the customer's order, you need to confirm the customer's call back: Have you received the goods? Have you received the money, so you have to work all day. I go out early and come back late every day. Although I have never done manual labor, I feel more tired than manual labor. Busy, there is no time to go to the toilet, and there is no time to drink water. Sometimes I want to be lazy, but all the indicators limit you. If you have other identities, you can be found immediately. This is the great role played by the system of big companies, which makes managers feel at ease and at ease, and makes employees sad!

Although our main job is to answer the phone, we occasionally attend training to update and strengthen our business knowledge and prevent complaints caused by incorrect answers. At the same time, there is a weekly exam every week, but there is no make-up exam for the weekly exam. Although it doesn't feel meaningful, it can still play a strengthening role. In short, the company will evaluate you from all aspects of your business. At the beginning of the training, every time we finish a class, there will be an exam to test whether we have a firm grasp of business knowledge. Many people can't persist in this training stage, and they find it too difficult and cumbersome to leave, and then some people leave and others stay. When it comes to real connection, the difficulty is even greater. You are dealing with real customers, and your knowledge may not be used. That's called being overwhelmed and anxious. You want to solve the problem for the customer, but you don't know how to solve it. This feeling will make people feel very uncomfortable. At this moment, when most people can't do it, most people will choose to leave. This is why JD.COM's turnover rate is high in the eyes of outsiders.

I have been working for nearly half a year now, and I have plans to leave, but my departure is very different from theirs. I am basically familiar with the company's processes, regulations, relevant standards and business knowledge. When I encounter related problems, I feel bored to do it. At the same time, I find that I don't seem to be suitable for this job. It's so stable that my life has lost my passion and fighting spirit. I take this class every day. Moreover, the more familiar, the less satisfied. I have many ideas about the company system and related regulations. Take satisfaction and phone calls as examples. Daily work only focuses on workload, but performance appraisal and satisfaction account for a large proportion.

Evaluate the satisfaction by ending the activity, and then the system sends an email to the customer. But working hours are only used to answer the phone, and you need to take time off to close the bill. You can choose not to do it, but there is no satisfaction. No satisfaction means that the salary can only be the basic salary, so isn't this a huge pit? Seriously squeeze the value of our surplus labor force. Moreover, the evaluation of customer satisfaction with us is sometimes beyond our control. When customers complain about JD.COM system, it can be considered as dissatisfaction with us. What is the basis for this? Does it have anything to do with us? Moreover, when the evaluation is satisfactory or average, the customer's suggestions cannot be written, and the reasons can only be filled in when the evaluation is not satisfactory. Some customers are still satisfied with your service, but they have to write their own ideas, so they choose not to be satisfied. How unfair it is to put such obvious unfair factors on our heads! It's worse than Dou E, but you can't change this situation, because it's not your problem and you can't improve it.

Then we tried to improve our service, but we couldn't see the result. Can we still do this thankless work? I think even if the company's customs clearance standards are strictly enforced, the satisfaction will not be good, but you can do it in your own way. The company is not good enough, saying that our standards are summarized by the management through various data verification. Your method has not been tested by practice and is unconvincing. I admit it, but in any way, is it to finally get better satisfaction? The result is good, why care about how it is realized? Later, in order to make this situation better, I wrote more bills every day. Even if I was dissatisfied, the total amount was more, the proportion of dissatisfaction was smaller, and this contradiction was alleviated. But I don't like this mode of following the rules in everything. This is not my style, so leaving and choosing a job that suits my personality is the best choice.

The above is what I saw, heard and felt in the company. Although there is not much ups and downs at work, the psychological changes are still obvious. Mature at work!

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