Taobao Customer Service Annual Work Summary Personal 2022 (Collection of 6 Articles)

Time flies, flowers bloom and fall. The new year's work is waiting for us, and we should consider the annual work summary of Taobao customer service. Through the year-end summary to sort out the growth and harvest of this year's work, in order to avoid the year-end summary of Taobao customer service, what can be written from? Considering your needs, I specially wrote "{Taobao Customer Service Annual Work Summary Personal 2022(6 Collection)}". Welcome to read the reference.

Personal 2022 (I) changed from Taobao customer service, which was in charge of marketing for one year, to Taobao industry, from which my life goal was clear. For people with low academic qualifications and qualifications, choosing this industry is very clear. Similarly, as a customer service, I sometimes feel bored and tedious with others, but every time I can get customers' recognition and exaggeration of service quality, and the boredom and tedium in the early stage have been transformed into value. To be a qualified or successful customer service, you should be patient, careful and United, and learn from the best, which I believe will enhance your value. Now I am transferred to another school and promoted, and I am also in charge of this work. I hope to communicate with experienced people.

1, reception

Sincerely face every customer who comes to consult, and let customers feel your sincerity with a cordial and friendly attitude and smiling facial expression.

Answer customers' questions quickly and accurately, and try not to keep customers waiting for too long. Don't jump to conclusions about questions you don't understand. Ask for internal confirmation before answering customers! Don't exaggerate the letters such as product functions, so as not to make customers feel a gap after receiving the goods.

2. Notice Payment Proposal A Write an information notice: "Dear, we have placed an order, and the system will hold the order for you for 3 days. It is recommended that you pay the next payment at your convenience. If you have any questions, please feel free to contact our online customer service. " B telephone notification: polite language must be in place to avoid being misled into harassing calls. Know the reason for not paying before you know the payment. You can promote your own brand appropriately, on the one hand, consolidate the payment, on the other hand, deepen your impression of the brand. For example, "it's rare to visit our home, thank you for your support." The price we are buying now is our trial/special price, but our quality is also guaranteed ... "

3. After the return visit/message transaction is successful, I suggest writing some targeted messages with Want Want. For example, this time we cleared the warehouse: "Dear, in our store clearance activities, except for the special price, all other goods are full 100, that is, MINUS 20." Welcome to buy! " If there is really no movement, take other measures: such as calling back old customers! After-sales problems are suggested to be known by telephone. Also, I will give some warm tips for every special clearance item sold. "Let me make it clear to you first, we have all these special clearance items, and we will try our best to exchange them for you, but it is not suitable for return." Try to reduce some after-sales work.

4. Registration of friend information In order to complete the order more quickly and provide more intimate service, I will register customer information: height, weight and purchase information in my friend's notes or background orders. "I added my dear friend as a friend, and my dear height/weight and wearing information are registered. Remember to contact Xiaoqing for the next consultation, and I will provide services for my dear friends very intimately. " In addition, you can know which brands customers usually wear and analyze the consumption grade in consultation, so as to recommend them!

5. Keep a daily diary.

A. In case of temporary shortage, customers who need to be notified when new models are put on the shelves should establish a document registration: ID, model number to be notified, code number and other related information, and call customers to buy as soon as they arrive. The new model can inform customers to buy in concise language.

B There are usually orders to be tracked, such as unknown logistics information or out of stock.

6, check

Every day, I plan to refresh it the day after tomorrow to understand the sales situation. And check which ones need to be forwarded to other couriers, and contact customers or leave messages for customers.

7. In my spare time, I will try my best to learn about other stores, especially some famous brands. Consolidate your external and internal knowledge.

Taobao Customer Service Annual Work Summary Personal 2022 (Part II) I have been doing customer service in Taobao for one year. At the end of the year, if there are too many things to sum up, I will briefly summarize them as follows:

First of all, try to adapt to the job requirements of Taobao customer service.

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, the support of the development department and the instructions of the supervisor, I focused on the decoration of the store and the adjustment of the price in the early stage, especially a lot of publicity and promotion, and finally took my first order on the 20 th day after I came in.

Second, strive to do a good job in Taobao customer service.

I have always told myself to vigorously promote stores, so that our stores and products will stand out among a large number of Taobao stores and competitors and be searched by others, so I have done a lot of work, such as linking with other stores, posting blogs, 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 dealers, our team has grown. We have changed from a few people to a big sales team. Relying on their strength, we took more orders, and now they are starting 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. Taking more orders and creating more profits for the company is my main goal in the future.

Taobao Customer Service Annual Work Summary Personal 2022 (Part 3) At present, more and more people are doing Taobao, and the winner takes all. Who knows that there is a winning team behind them, and who will consider the role of Taobao customer service in this team? Very few. A good Taobao customer service can often retain many customers, facilitate many transactions and bring profits to the company. It is the most direct producer of the company's treasures. By chance, I did the work of Taobao customer service, and I didn't know it for almost half a year. I think time flies. I sat for a day, a week, a month.

Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country. On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly and became familiar with the products. However, there seems to be no way to remember them deeply. When you encounter a problem, you still can't start. When I first came here, I thought of Taobao for the first time. It felt strange, but I believe that the clothes seller is not strange either, but it is too different from what I expected. I was almost blinded by the clothes on the website for the first time, and the clothes were dazzling.

On the first day of work, the boss familiarized us with clothes. After getting familiar with some simple clothes, let's see how to communicate with guests. Communication is very important. Seeing their skillful techniques and tone, I had to stay. They used the word pro when chatting with every guest, and explained the meaning of the word pro to us very carefully. We also study and register with an open mind. We just started to contact the customer service industry, and many of us don't understand it. Answering simple questions is that they teach us how to answer first. After a long time, we also have our own views. In the first few days, they will teach us how to deal with different guests. At first, when we communicated with our customers, we used the word "hello, dear" in every sentence. The manager said that we are not sure to use every sentence. It depends on when you use it. After listening to the manager's advice, I found it much better. After a long time, we can communicate with our guests ourselves. If we don't understand these questions, we can ask the manager or other colleagues on Want Want.

During the customer service period, I often encounter problems such as whether this Dongdong can be discounted and whether it can be mailed by parcel. I also shop online myself and want to buy affordable goods. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course, I won't agree to such a question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should inform each other in good faith and euphemistically that we can't give preferential treatment to such problems. Please forgive me for telling each other that all our treasures are sold at a real price. For the problems existing in the delivery, which bring trouble to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied to inform them after receiving the goods.

Later, we gradually became familiar with some of the fabrics at the beginning. This is the first time that we are familiar with so many fabrics. We never knew the word fabric before we bought clothes. We buy things just because they look good, and we have never thought about why the prices of the same clothes are so different. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are small and which ones are small.

When I was just doing customer service, I found that selling a dress was very fulfilling. Later, I gradually sold more clothes with a skillful tone and method. Communicating with guests is a way to temper people's brain power, adaptability and speaking ability, as well as their impatience. We should take every customer seriously and let every guest return home with enthusiasm and full load. At first, when I was doing customer service, I made some mistakes in communicating with the guests. For example, sometimes I promise to help my guests pack their mail when I am confused, and sometimes I promise to help them reduce their money when I am confused. Beginners often make mistakes. Under the guidance of the store manager, these mistakes have changed little by little, so that such mistakes have not disappeared yet.

The most common mistakes are sending the wrong goods, filling in the wrong courier number, and the quality of clothes is not up to standard. This writing mistake is basically a mistake that every Taobao customer service will make. These problems will directly affect the mood of companies, individuals and guests, so be careful in everything you do. Although these problems still exist, we will try our best to minimize this possibility and try not to let these problems disappear.

When I first came into contact with the warehouse, I found that the warehouse is also a central point, and part of the customer's heart belongs to the warehouse. Being a warehouse supervisor is also a difficult position. It's the first time to make an express delivery order and check the quality of clothes for the first time. The quality of clothes is very important. If there is a slight flaw, we will be miserable. There are all kinds of guests in the world, so we can check the quality of clothes and be foolproof, so as to ensure the repeat rate of old customers. The second main task of the warehouse is to check the inventory at any time. If this is not done well, we will lose many guests. Some guests just like this mode. If they don't, they won't use it. Some guests are easy-going and have changed other colors and styles, but we can't guess what the guests think. Maybe we lost a lot of repeat customers from here. On the one hand, in the warehouse, it is necessary to update the inventory at any time and check the quality to ensure foolproof. This is a warehouse. It can't make any difference.

The first time I sorted out the inventory, I found it was really a labor-intensive job. I really appreciate the opportunity and careful education for the first time. I look at clothes online for the first time, communicate with guests for the first time, get familiar with the fabrics of various clothes for the first time, learn about different styles of clothes for the first time, call guests for the first time, make mistakes for the first time, inspect and deliver goods for the first time, and make the first time. It's the first time to know the courier company, the first time to hear the names of so many places, and the first time to cook. Hehe, there are too many first times. I really found that I have learned a lot, and I have used all that I have learned for my own use. I'm never sensitive to things I haven't touched. I like challenging myself. The more novel things are, the more I want to try them, even though I don't understand them at all. Failure is the mother of victory. You can't win at once. With many hardships, tenacious will and optimistic and enterprising heart, you are sure to win. Don't give up, don't back down, don't give up halfway, stick to it and believe in yourself is my motto.

I always remind myself that our colleagues have a reasonable division of labor and are optimistic and helpful when they are busy. We are all good partners, and working in such a harmonious and pleasant environment is really a very happy thing. Let's talk about our shopkeeper again. Her familiarity with online sales really surprised us. She will tell us all her experiences and never keep them. She taught us a lot about Taobao and learned a lot.

Annual Work Summary of Taobao Customer Service Since 2022 (Part 4), with the concern of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started work. Now I will make a phased summary of my work (learning experience), main points of work and problems that disappear in my work, so as to make reference and preparation for my continuous improvement in my work.

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 familiarity with the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions.

In this year, I have been clearly familiar with 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 state, automatic reply is essential.

Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm. 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 and ask the customer what needs attention. In question and answer, no matter what the situation is, remember that Want Want shows which bag the customer pays attention to in the store, open the corresponding page and be ready to answer any questions raised by parents at any time.

In the process of negotiation, it is a special test of one's communication level and negotiation ability. How can we deal with the guests wonderfully, so as to keep the price fortress and make them feel that our price is the lowest and can't be lowered any more? This requires you to constantly learn and improve your 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.

Annual Work Summary of Taobao Customer Service Personal time in 2022 (Chapter 5) is in a hurry and will leave in 20xx. Looking back on the past 12 months, there are really mixed feelings. Too many to sum up. The work of the past year is briefly summarized as follows:

By chance, I did the work of Taobao customer service, and it has been half a year since I knew it. I feel that time passes very quickly. I've been sitting for a day, a week and a month. Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country.

On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly, and became familiar with the products, but it seems that there is no way to deeply remember them, and there is still no way to start when encountering problems.

During the customer service period, I often encounter problems such as whether this Dongdong can be discounted and whether it can be mailed by parcel. I also shop online myself and want to buy affordable goods. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course, I won't agree to such a question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should inform each other in good faith and euphemistically that we can't give preferential treatment to such problems.

Please forgive me for telling each other that all our treasures are sold at a real price. For the problems existing in the delivery, which bring trouble to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied to inform them after receiving the goods.

Later, we gradually became familiar with some of the fabrics at the beginning. This is the first time that we are familiar with so many fabrics. We never knew the word fabric before we bought clothes. We buy things just because they look good, and we have never thought about why the prices of the same clothes are so different. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are small and which ones are small.

When I first started to do customer service, I found that selling a dress was very fulfilling. Later, I gradually used a skilled tone and method to sell more clothes. Communicating with guests is a tempering of people's brain power, adaptability and speaking ability, and it is also a tempering of people's impatience. We should take every customer seriously and let every guest return home with enthusiasm and full load.

Taobao Customer Service Annual Work Summary Personal 2022 (Chapter 6) Customer service work is more complicated, and the daily work content is the same. The difference is that the customers you face are changing. Today you meet a very annoying customer, and tomorrow you meet a very accommodating customer. You haven't changed a day, but the customers you chat with are constantly changing, and more customers are lost in the repetitive work day after day.

On the contrary, there is actually a problem worthy of our customer service to think about. How to maximize the stability of a group of constant customers and accumulate more loyal fans for the store? These loyal fans not only need the strong support of the store's baby quality, but also need skilled communication and service from customer service.

As an online shop customer service, the basis to be done before selling is to be familiar with the various operations of Ali Want Want and the specific use of the seller's backstage. This is the foundation, so I won't say much, but there are several points that need to be emphasized;

1. Set the verification of adding friends to Want Want. You don't need my verification to be friends. Don't refuse customers who want to add you as friends. Verification will reduce the customer experience.

2. Set up a customer service workbench, and try to remind customers of their waiting time, so as to avoid some customers who have been waiting for too long being ignored when the consultation volume is large, and reduce the customer's service experience.

3. Automatic reply setting: The automatic reply setting for the first time received from the customer should not be too long, and it is best not to exceed 4 lines. Too many words will affect people's reading habits. The font size should not be too large, just 10, and the font color should not be too fancy. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. You can use two font colors in the shop.

4. Personalized signature setting: Want Want, the customer service, had better set a personalized signature, which can be the activity information of the store or the flagship product of the store, and can be scrolled. This is a good free display position, you'd better make good use of it!

5. Shortcut phrase setting: Shortcut phrase setting can maximize the reception speed of our customer service, reduce the waiting time of customers and improve the conversion rate. Some commonly used, customer frequently asked some activity information, express delivery questions, and the conclusion of the reception can be set with short sentences, which will greatly facilitate our customer service work.

In addition to the operation skills of Want Want, as a pre-sales customer service, we should also master some sales communication skills to make customers feel comfortable, put the money in their pockets into your pockets and keep saying thank you. Generally, every customer service has its own set of experience. Here I briefly mention a few points, where there is a better way, welcome everyone to give us your advice!

Don't agree to the customer's request easily. Even if his request is simple and easy to agree, customers will think we take it for granted. We are making their money, and we will probably doubt our own profits. When a customer asks for a few packages or a reduction in price, you can say to the customer first, dear, we have already made a very favorable offer. You see, we have sold so many pieces that we have never encountered such a situation. You are an old customer. Then the customer service can wait 30 seconds before replying to the customer and pretending to have applied. In fact, in many similar situations, customer service can make its own decisions. This is because you promised the customer's request again, and the customer will feel that you respect him very much and fight for his rights and interests, and generally thank you.

In fact, customer service should not only be a pre-sales consulting customer service, but also have certain after-sales problem handling ability. In addition to receiving some pre-sales consultation questions, pre-sales customer service will inevitably deal with some after-sales problems, not to mention returning goods, such as other problems, such as missing parts by express delivery, sending the wrong goods, and sending less. Before sales, we should generally help customers with the help of colleagues, calm customers' emotions as soon as possible, and actively solve problems. Customer service should not explain too much to avoid solving the problem. If customers have problems, they will come to you to solve them. If you explain too much, customers will only think that you are shirking responsibility. Customer service can explain the process to the customer a little, and then say sorry to the customer. I'm sorry if the topic changes, we'll solve the problem for you right away.

Work plan for next year

1, usually think more and understand the psychological needs of customers.

2. Use your spare time to learn some Taobao promotion skills and marketing methods.

3. When customers want to consult some commodity information, they should use civilized language, be polite to customers, convey a harmonious chat atmosphere, and let customers feel the sincerity of sellers.

If you encounter problems or have good suggestions and ideas at work, you'd better record them.

Of course, the above points are far from enough. I will pay more attention to observation and action in my future work.