Taobao customer service work summary

Taobao customer service work summary sample (selected 6 articles)

The hard work has come to an end. Looking back on the past work, I feel fulfilled and gained a lot. I will put forward the past achievements. Let’s put it together into a work summary. So how is a general work summary written? The following are Taobao customer service work summary examples (selected 6 articles) that I collected and compiled. I hope it can help everyone.

Taobao Customer Service Work Summary 1

In the blink of an eye, a year is about to pass. Looking back on the work of the past year, there is really too much to summarize. Here is a brief summary: E-commerce is my major. I have always had a strong interest in e-commerce, especially online marketing. When I first entered the company, the number of orders for seat covers was very small. With the company's attention, the support of the development department, and the guidance of the supervisor, In the early stage, I focused on decorating the store, editing and modifying the products, adjusting prices, and especially a lot of publicity and promotion. Finally, I took my first order on the xx day after I came in, which gave me a lot of encouragement. , after the first order, I started to place orders one after another.

I have always told myself that we should vigorously promote our store and make our store and products stand out from the large number of Taobao stores and competitors and be searched by others, so I have done a lot of work, such as working with other stores. Links to each other's blogs, Weibo posts, like posts, blog posts and other promotions, and those promotions are all very effective. We use through-train promotion, Taobao promotion and distribution platforms to make our sales more and more popular. Objectively, the addition of Taobao customers and distributors has strengthened our team. We have grown from a few people to a large sales team. By relying on their strength, we have received more orders, and now they have also begun to place orders. . It is a gratifying phenomenon to watch the order volume of our store gradually increase. As long as we summarize more and find better publicity and promotion methods, we will definitely sell better. And receiving more orders and creating more profits for the company are my main goals in the future.

, the commission is 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 quite considerable. People who are aspiring to become high-end earners join our company and seek for the best. develop. Taobao customer service work summary 2

Think carefully about this year, what did I do and what did I get? What should I do today so that when I recall the past, I will not feel that I wasted my time. And regret; nor will I be ashamed of doing nothing. Based on the above issues, I made a summary based on last year's plan, sorted out what I have to do now, and modified future plans and directions in detail based on actual conditions.

I remember that in the work summary I wrote last year, I mentioned my plans for this year. The first is to be familiar with the product; the second is to do a good job in after-sales maintenance; the third is to study customer psychology; but what have I done this year? For familiar products, although many details are not very clear so far, the current understanding is enough for customer consultation. Of course, some new knowledge needs to be continuously learned; for customer after-sales maintenance, service aspects are also done. It reached 80%; and I did not do well in the last item. During the sales process, I did not grasp the real needs of customers. In addition, I found that I was too kind and not decisive enough. I knew some things, but I did not do them. I didn't convince the customers in time about what they wanted and the uncertain information that existed. As a result, some opportunities were missed. As a salesperson, I had to go and learn about this.

I will switch to after-sales service next month. My boss said that I will be the last person to do after-sales service. To be honest, I am very unwilling to do so. No matter how my position changes, I will not make myself unhappy. No matter what the change is, it is a kind of exercise for me, or after-sales is a good change. What I wanted to do when I was doing pre-sales was not For things that I don’t have time to do, I can fully do it according to my own ideas when doing after-sales. I hate unchanging processes, and I don’t like to stick to conventional methods of doing things. As for after-sales, I plan to do this first:

First, regarding the return and exchange of goods, the process is too complicated and the time is too slow. I think the stuck point is the damage of the returned product and the delay caused by the warehouse management due to product problem repair or storage during processing. For this reason What I want to do is to simplify this process. When the goods are returned, the first step is to check the product. If there is any problem, take it directly for repair and provide a timely solution. However, it is too troublesome for the warehouse to store the goods and then submit the so-called return and exchange form. , so what I want is that the after-sales department will order the warehousing, and the goods and returns and exchange orders will be returned directly to the warehouse management, and then they can be quickly handed over to the finance department to avoid sometimes the warehouse management is busy with delivery and is too late to order the warehousing, thus causing delays.

Second, regarding after-sales calls, this time the stipulation is 80%. To be honest, it is a bit much, but what to do and how to do it. The initial idea is to check whether the customer is online before calling. If If the customer is online, they will make a return visit through Want Want. If the customer is not online, they will make a return visit by phone. This has two advantages. First, if there is a problem, Want Want has chat records to check, and you can use Want Want to avoid unclear explanations. The second thing is to save phone bills. Moreover, there is another important issue, which is that when calling customers, it is usually from 9 to 11:30, preferably from 14:00 to 17:00 in the afternoon, and between this During this time, the after-sales guidance order review is mainly completed in the afternoon, so in terms of time, it can be said that you can only call in the morning. In this case, the phone return visit may not be done well. But it’s better to work hard first, and then propose changes after summarizing.

Third, logistics tracking. If there is a transfer order, the after-sales service will directly inquire and send it to the customer. Although after-sales service does not participate in pre-sales work, if it is transferred to pre-sales, it will be transferred to the customer. In this way There is one more step, which I feel is unnecessary, but I hope it can be adopted later.

Fourth, invoicing matters, according to regulations, invoices after 3 o'clock in the afternoon will be issued on another day. In order to eliminate the so-called special, you only need to send the invoice application to the finance department before 4 o'clock. It depends. At 15:00, I personally think it is a bit early, but how to do it specifically? For orders with invoices before 3 o'clock, recording will be completed by 3:30 at the latest, and the remaining 30 minutes will be used to issue outbound orders and invoice applications. In terms of time, I think there is Buying time, but no better plan than the one proposed before has been thought of yet. Regarding after-sales problems, promptly discover and summarize them in a timely manner. In addition, I would like to tell you the problems I see and my feelings. Although it is important to do a good job in customer service, the work done by colleagues related to online stores is always so mysterious. For example, if there are activities in the store, As a former customer service person, I was as surprised by the event as the customer was. Why is there such an event in the store? What is the purpose? What kind of goals do you want to achieve? What kind of performance do you expect customer service to achieve? Through this event, I will have a positive impact on each position. What are the benefits, or what can be learned? Don’t always use performance to explain or explain all problems until the end of the event. When store B mentioned the promotion of locks, when is it expected to be profitable, how does it plan to promote it, or customer service In addition to the products that need to be understood, are there other products, such as the popular styles of home decoration nowadays? How many people buy this lock after using it for so long? Why do so few customers ask about this lock? The same is true for c-stores. We work every day. Although we are very concerned about commissions, we also have our own ideas. We want to know whether we are really suitable for this job, or whether this job is worth fighting for. , I know the store’s long-term plans, but what kind of results it wants to achieve in the short term or what kind of preparations it is making are always so mysterious. I don’t want to be an executor who has no ideas but always obeys instructions. When I do things, what I think about is why I want to do it, how to do it, and whether I have achieved the goal, that’s all.

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

1. Switch to pre-sales and do a good job in pre-sales.

Although after-sales work is also an exercise, one month is enough to improve the problems discovered during pre-sales and summarize and deal with emergencies after-sales, build good interpersonal relationships, learn communication skills and adjust well mentality.

2. Review the past and learn the new

Update the knowledge learned in school, especially asp code and database. After learning and making, you can sell related products in the store or The daily summary can be saved through a database, or I can fill in and store the information I want by making a web page, which is more intuitive, improves efficiency and enhances the fun of work. In this regard, the first draft will be completed in three months, and the later stage will be based on the actual situation. improve.

3. Learn the promotion and operation of stores

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

The above are the ideas in my plan. Although some of the ideas and goals may not be in line with my current position or work, I know what I want to do and how to achieve it. From my choice of electronic When I was working in the business industry, I had already thought about what to do and made plans. There were setbacks in the process, which made me very disappointed, thus delaying my scheduled completion time. Even today, I don’t want to say that I What is the goal, because I did not achieve it, the ideal is like the money in the pocket, the louder it is, the more worthless coins it becomes. The above is a summary of my work in ** years. It is just a personal thought. If you feel it is not good, you can discard it, but my ideal will still be realized step by step. Maybe I will achieve nothing in the end, but at least I know that I have worked hard. What. Taobao Customer Service Work Summary 3

Since I joined the company half a month ago, with the help of my leaders and colleagues, I have a better understanding and basic grasp of the responsibilities and content of Taobao customer service work, and I have officially started working. Now I will make a phased summary of my work and study experience, the key points of the work and the problems that occurred during the work, so as to serve as a reference and preparation for constantly improving my work in the future. Taobao customer service is an important part of the online store. Its importance cannot be ignored.

Persist in learning product knowledge and improving my business level. Things are changing all the time. I need to constantly add new knowledge to enrich myself. Insist on going out more frequently, maintain frequent and effective communication with customers, and truly understand what products customers need.

First of all, it is the link and bridge between the store and customers. A qualified customer service must first be serious, responsible, honest and enthusiastic to receive every customer. Secondly, you must have good language communication skills, so that customers can accept your products and ultimately conclude a transaction. Thirdly, as a customer service officer, you must have sufficient knowledge and understanding of the products in your own store, so that you can provide customers with more shopping suggestions and answer customers' questions more completely. I have clearly understood the responsibilities and importance of my work during this half-month work. I am also constantly learning how to improve my work skills at work. Although I have no relevant work experience before, I hope to learn from scratch and strive for Become a qualified Taobao customer service officer as soon as possible. The following is a preliminary analysis of my pre-sales shopping guide, in-sale customer service, and after-sales service work. The first is the pre-sale shopping guide. The importance of a pre-sales shopping guide is not only that it can answer customers' questions, but also that it can guide customers to purchase, facilitate transactions, and increase the unit price.

Pre-sales communication generally includes greetings, inquiries, recommendations, price negotiations, saying goodbye, etc. When it comes to saying hello, automatic replying is essential no matter whether Wangwang is online or otherwise. Automatic replies allow us to respond promptly and quickly, allowing customers to feel our enthusiasm immediately. At the same time, adding our store name to the automatic reply can strengthen the customer's impression. In addition to automatic replies, you should also respond as soon as possible to ask customers if they need help. In terms of asking and answering questions, no matter what the situation is, remember to follow Wangwang as soon as possible to show which bag the customer is paying attention to in the store, open the corresponding page, and always be ready to answer any inquiries raised by friends.

Customer service is the department that has the most direct and frequent dealings with owners. The quality of employees represents the image of the company. Therefore, the company has been continuously improving employee training and improving our overall service level. The main purpose of our training is The contents include:

With the promulgation and implementation of the new "Property Management Regulations" and the increasingly perfect other related laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer content with the status quo of being on the fringe, but is moving in the direction of professionalization, procedure and standardization. In the daily management of the community, we strictly control and strengthen inspections. If we find illegal operations and decorations in the community, we will persuade them in good faith from the perspective of management services, stop them in a timely manner, give reasonable suggestions, and communicate with the relevant departments of the company. , and formulated corresponding rectification measures, such as building Buddhist temples privately and building sunrooms on terraces, etc. Once discovered, we immediately issued a rectification notice and ordered them to rectify immediately.

In the negotiation process, a person's communication level and negotiation ability are very tested. How can we deal with customers skillfully, not only to maintain the price fortress but also to make customers feel that our price is the lowest? It is really impossible. Furthermore, this requires you to continuously learn and improve your communication skills at work. The step of saying goodbye is also essential. Whether there is a deal or no deal, you must maintain a unified and enthusiastic attitude towards every guest. Taobao Customer Service Work Summary 4

In the future work, I will continue to carry forward the way I worked in the past. I will work hard to continue to work, maintain a good relationship with customers at work, and use the best possible methods. Good service to solve customers' problems, let me use the best service to solve customers' problems.

Time flies by, and it has been more than half a year since I came to the company before I knew it. It is almost the end of the year in my busy life. Looking back on every bit of my past work, I realized that I had really benefited a lot. As an after-sales customer service member of the company, I am also well aware of the responsibilities I shoulder. After-sales service is a kind of service after the product is sold, and this service is related to the subsequent maintenance and improvement of the company's products. It is also 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.

Speaking also requires skills, especially Taobao customer service speaking skills are more important. The key to impressing buyers to place an order is whether the customer service can impress the customers during the conversation. When communicating with customers, you must grasp the propriety of your 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. Therefore, when communicating with customers, you must pay attention to several points.

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

In order to cultivate our own comprehensive abilities and learn from others' strengths, we regularly hold group discussions and learn about corporate accounting systems. We exchange experiences with each other, become familiar with the work processes of each position, and put issues on the table for employees. It is forwarded to the department manager, who then forwards it to the supervisor. The supervisor takes corresponding measures based on the summarized opinions and suggestions. In addition, we reasonably arrange the field work of each employee so that everyone can communicate with the outside world.

First of all, don’t argue with customers. In sales, we often encounter people who are picky about the products we sell. Customer, we will inevitably want to argue with him at this time. However, our goal is to close the deal, not to win the debate. Arguing with the customer will not solve any problem and will only arouse the customer's resentment.

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. Secondly, don’t communicate with customers in an indifferent tone. When talking to customers, we must keep smiling, because customers can feel it from our words. It is also the basis for establishing a good atmosphere. When customers meet us with a smile, 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 paving the way for the next transaction.

Third, don’t question customers directly. When communicating with customers, you must understand and respect the customer's point of view, and do not talk to customers in a questioning manner. 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, and it is the most harmful to customers' feelings and self-esteem.

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 buys our product, we solve his actual problem, and we also make a profit. Therefore, when we sell, we should first listen to the customer's voice 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.

Remember, when I first joined the logistics industry, in order to master the logistics business as quickly as possible, I arrived at work more than an hour early every day. In addition to my dedicated work attitude, I was also active in various activities organized by the company. Responsive, often participate in various activities organized by the unit and gatherings of colleagues. Taobao Customer Service Work Summary 5

The work of the first three quarters of xxxx has ended. With the unremitting efforts and persistence of all employees, the work tasks of the first three quarters have been basically completed. Specifically, it is divided into the following aspects:

1. Improve service quality.

First of all, we believe that if the company’s service quality needs to improve, it is not enough to rely solely on the follow-up inspections of our service office. Therefore, at the beginning of the year, we established a part-time duty manager for the floor, with a floor director-level person serving as the manager. , cooperate with our colleagues to inspect the daily behavioral norms of employees on each floor, thereby strengthening the strength in store inspections. In the second quarter of this year, the Service Office led each commodity department to carry out team building. Taking each area of ??the commodity department as a unit, we will specifically carry out construction in the aspects of customer complaints, foreman handover, and daily assessment of shopping guides. We will implement mutual inspections of stores and self-inspections of departments. The service office will lead a team to conduct joint inspections two to three times a week and based on the results. Issue inspection and rectification notices (participants include service office personnel, department foremen, directors, and floor managers on duty), and on-site management is responsible for each level and managed hierarchically (service office level → department level of each commodity department → squad leader level → store manager —employees), increase efforts.

Department cadres are responsible for the on-site management of their own departments. They can handle problems in a timely manner, which is more conducive to management effects in terms of employee acceptance and cooperation. Establish a store manager training system and conduct sales follow-up. In the third quarter, the service office replaced the service quality tracking cards of all employees and established service management files for all employees. For employees who violated disciplines more than 6 times throughout the year, we will suspend the employee's qualifications, conduct training and re-apply The onboarding procedure enables all employees to establish crisis awareness and comprehensively improve service quality to create the best service environment. To date, more than 4,000 service quality tracking cards have been replaced and issued. Before the store anniversary, we also launched the "My Smile" and "My Smile" among employees. I lead the service slogan and organize the production of employee smile service cards, which are distributed to all employees and worn by all employees. In this way, all employees face every customer with a smile and retain Guofang Parkson's smile for customers. In August, in order to further improve service quality and establish employees' service awareness, ***44 service star candidates were launched, which played a role in leading from one point to another.

2. Reception and handling of customer complaints.

In this year, we have used regular department meetings or communication meetings, special training and other forms to train floor managers on the company’s return and exchange regulations, complaint handling skills and quality case analysis, focusing on standardizing our own reception formats and standardizing Service is the main work goal, standardizing complaints, standardizing reception etiquette, standardizing reception procedures, standardizing the implementation of processing results, and standardizing floor reception and records (the service office conducts regular inspections and punishes non-standard managers). In August this year The company arranged for me to train front-line foremen on complaint skills. After careful preparation, I brought out the art of handling customer complaints, which was well received by lower-level management. Through this training, I improved the ability of lower-level managers on the floor to handle complaints.

In the first three quarters of 20xx, all *** of the Service Office received 371 complaints of various types and the completion rate (quality category: 224 cases, service category: 9 cases, comprehensive category: 131 cases, emergencies: 7 Example) In terms of handling emergencies, we have renewed the insurance agreement with the insurance company - third-party liability insurance (premium of ***3,000 yuan, same insurance for three stores). As long as emergencies occur in our company, all It is covered by insurance, thereby reducing losses for the company.

3. The scope of personnel management inspections should be comprehensive and institutionalized.

Incorporate the management of second-line and front-line employees into a synchronized track for daily supervision and management. In accordance with the company's relevant rules and regulations, we will treat everyone equally and strictly implement them to be fair and just, not favoring one over another, achieving transparent supervision and inspection, standardizing management, and eliminating the problem of inconsistent implementation standards. We have also formulated a rectification notice to promptly deal with the problems found. We have made rectifications, which have greatly improved some work, and we have also increased our efforts to inspect cadres on the job, increasing it from twice a day to four to six times, so that managers in each department have a sense of self-discipline. In terms of welcoming guests, we require managers on each floor to stand in the employee aisle to greet employees before entering the store every day. In this way, the affinity of managers is strengthened and the distance between managers at all levels and employees is increased. Much closer.

4. The five major managers of the store have a strict inspection system and put forward the key points for inspection on each floor.

In daily inspections, the duty manager of the service office must perform the "three diligences" of hand diligence, leg diligence, and mouth diligence. Communicate with the department in a timely manner on the discovered problems, issue a rectification notice, propose a rectification deadline, and conduct inspections and follow-ups so that all kinds of problems discovered can be solved in a timely manner (but some problems cannot be implemented, mainly hardware problems) Lord, we will follow up through inspection reports) to put an end to the passive situation of talking but not implementing the work. In the first three quarters of 20xx, the service office inspected the store and found that a total of 5,823 employees of various types were found to have violated disciplines. The company's average disciplinary violation rate was %. Most of the employees are mainly given criticism and education, and only a small number of employees who often violate disciplines are given financial penalties. This also reflects the company's humanized management and reduces the passive situation of punishment-based management. Personal work summary of the customer service department 5. Improvement of the duty manager’s business skills and professional level.

We have developed a systematic training plan based on the shortcomings of the duty manager’s business, and conduct regular training on product knowledge and professional knowledge. The trainer is served by the duty manager of our department, and we use our weaknesses to improve through training. To make up for our own weaknesses, for example, some comrades in our department do not know how to carry out work, then I will arrange for them to talk about "how to carry out work effectively during working hours", thus further improving the business skills of the duty manager and handling of customer complaints, and further The self-supervision and self-management mechanism has been improved. In the first three quarters, the service office has organized nearly 20 various types of trainings.

5. Work in a silver store.

In specific work, the service office cooperates in accordance with the company's unified arrangements, including personnel recruitment, training, etc. I lecture on commercial service regulations, with a total of more than 20 class hours, and the training tasks are completed on time. Secondly, we also trained service desk personnel to change their service concepts. What customers need is what we have to do. Always deal with problems based on customer satisfaction and provide customers with "as you wish" services. Taobao Customer Service Work Summary 6

On the first day here, our supervisor gave me a simple training on rules and regulations, and talked about a lot of rules and regulations, as well as the employees who The manual made us read it 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 do our best work.

Having just stepped into 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 all over 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. ;