Work summary of e-commerce customer service

A written material that summarizes the review and analysis of study and work life in a period, a year, and a stage. It can make us more efficient. For this reason, we must do a good job of review, Write a good summary. How should we write a summary? The following is a summary of the work of e-commerce customer service that I collected and organized. You are welcome to share it. E-commerce customer service work summary 1

The work for the first three quarters of X has ended. With the unremitting efforts and persistence of all employees, the work tasks for the first three quarters have been basically completed.

Specifically 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 deal with 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 cases) was handled in emergencies On the other hand, we have renewed the insurance agreement with the insurance company for third-party liability insurance (premium is ***3,000 yuan, three stores are covered by the same insurance). As long as emergencies occur in our company, they are covered by the insurance, thus reducing costs for the company. loss.

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 key points for inspections 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 humane management and reduces the passive situation of punishment-based management.

5. Improve the business skills and professional level of the duty manager.

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.

6. Work in a silver store.

In the specific work, the service office cooperates in accordance with the company's unified arrangements, from personnel recruitment, training and other aspects. The course on commercial service regulations is taught by me, 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. We also have strict requirements for the duty managers of the Baiyin Store Service Office, requiring them to manage according to the management level of the main store. Although there is still a gap between the management of branch stores and the main store, we are confident that we can improve the management of branch stores.

7. Actively cooperate with the company to complete various tasks

From participants, executors, planners to organizers, there are service office duty managers everywhere in the company's various large-scale activities. He has been able to complete all tasks proposed by the company in a timely, comprehensive, quality and quantitative manner, and has achieved certain results, which has been recognized and affirmed by the company leaders and the leaders of the Human Resources Department. Summarizing the work of the Service Office in the first three quarters of 20xx, although we have achieved certain results and have been recognized by the leaders, our work improvement is still progressing slowly. There is still a certain distance between the professional quality of the personnel and the standards of the duty managers, and most of the departments As new employees, their professional quality is still relatively low, and their experience in handling customer complaints is still relatively lacking. In terms of service quality, there is still a certain distance from large shopping malls in developed cities. All in the fourth quarter of 20xx and the first year of 20xx. Every quarter, I will work hard to improve the quality of our staff and improve work efficiency. We will take the lead in advocating and implementing "specialized services" in Lanzhou and play a special service card so that customers can not only enjoy the brand culture of Guofang Parkson, but also Guofang Parkson. Parkson’s service culture. E-commerce customer service work summary 2

Unknowingly, the Tmall flagship store has been in operation for half a year, starting from the initial product planning and brand positioning. The team structure during the period and the strategic planning in the later period were not easy. The main reason is that there are few talents in small cities and it is difficult to recruit suitable positions.

Product planning experience, product design should integrate the brand’s existing resources to make overall planning and then break it down to specific aspects. The overall plan is divided into: regular models (common people) canned series (office people) gift box series (gifts to elders and leaders during holidays) customized limited editions (special groups). Once the product is determined, it can be selected according to market competitors and Taobao's hot-selling index. Determine your pricing structure. Each product series presents buyers with different vision, price sensitivity, and selling points, so the main image and product details must be created according to the characteristics of the product.

Brand positioning: Determine the entire product line, so as to position the brand. A brand is composed of hot products. Just like Apple's product line, look at iPhone, iPad, Mac, and iPod. Which one is not focused on making it a hit? Therefore, small and medium-sized sellers should not pay too much attention to the brand in the early stage. After all, if the sales volume is good, making money is the last word. But from the perspective of overall planning, this link cannot be ignored. In order to deeply imprint the brand in the hearts of buyers, we must deploy all aspects of the store, such as: brand culture, brand responsibility, the most important Brand logo, can your logo be clear to consumers at a glance, and can it be remembered by old customers? These all need to start with details such as the main product image, store decoration, packaging design, customer service skills, promotional leaflets (after-sales service card), etc. I think it is the details that win repeat customers. Another important thing is slogan, commonly known as "slogan" by Chinese people. As a Taobao seller, you will never stop saying it if it is not amazing, but at least let buyers know what line of business you are in and what specific activities you do in the breakdown. something. Optimize word by word, and launch new products according to the development of enterprises at different stages!

Team structure:

Customer service: Once the general direction is firmly grasped, it is time to move forward step by step. The core of the team must be customer service. Why is it so difficult to find good customer service? This is a question that I have always been confused about before. In fact, I later discovered that no matter how good a customer service is, it takes time to hone. From product knowledge training, communication skills, typing speed, service attitude, slowly and step by step assessment, Only when you have laid a solid foundation can you, as a shopkeeper, evaluate KPIs and conversion rates. Because at a similar starting point, the customer service conversion rate is a comparison of the customer service's personalized service and service tracking. Special mention needs to be made here of "after-sales customer service". Not every customer service is qualified for this role. They face some troubles every day, such as: "product quality", "lost parts, missed shipments", "invoice incidents", etc. The emergence of these problems and their countermeasures are what the after-sales customer service needs to think about and prepare in advance. How to alleviate the "microcomputer" and reduce the incident to a major event. If the incident is reduced to a minor matter, the after-sales customer service needs to provide feedback on Taobao rules, product quality supervision, handling methods, etc. study.

Design: Design is the competitiveness of e-commerce. This is a trend in the future. It is a position that not only large sellers but also small and medium-sized sellers must pay attention to. Why do you say this? What do you think about the buyer’s shopping path? What is the first impression you make on buyers? Most of them search for single products on Taobao and click to enter the store after seeing the main image. Can it inspire buyers to click and take a look? It doesn’t mean that the design needs to beautify the image like in a science fiction movie, but it needs to distinguish your selling point from the main image of other products; to achieve the effect of being eye-catching and clickable, only after the buyer comes to view the item. Only then can purchasing behavior be generated, and more products can be exposed in front of buyers' screens in a point-to-point manner. Therefore, the shopkeeper must clearly tell the designer what the selling points of our products are, and what are the recent promotion methods that are different from others? The details of the product are just like the main picture. Explore the selling points, think about what the customers think, and eliminate their doubts. Finally, show the brand culture and appropriate related products. A good shopping page experience is also the key to closing the deal.

Finance: Maybe the position of small and medium-sized sellers is still unfamiliar. Now in the seller center, you can basically see the sales volume every day, but you must pay attention to the sensitive aspects of a store. The finance of a store When it comes to accounting for water and electricity personnel costs, advertising costs, and logistics costs, only by ensuring detailed reports for each expenditure and income link can we effectively control the cost budget and determine the goals for the next month. Each team will work towards the goals together, and based on the data Use feedback to discover problems, find the root of the problem, optimize, and slowly grow the store.

Property management: In charge of delivery. The most important thing for this industry is to be responsible. That is to say, there are too many things to take care of, from the orders introduced by the front desk customer service to the picking and packaging of items. Managing procurement, and next month's estimated procurement report, etc., this position is a hard job, but if you know how to arrange and make flexible adjustments, it is a relatively easy position.

The last thing I want to say is the strategic deployment of the leadership. Starting from the overall market environment, having an insight into the trends of the entire industry, and down to the details that are the key to success or failure, all require a sensitive sense of smell and quick execution. The management of a team, from job assessment to humanistic care, are all things that leaders need to worry about. I suggest that the shopkeepers take two hours every night to study such things as: "Seller Magazine", "E-commerce Elite Series Tutorials" Online Merchant Online Alibaba Academy Use newspapers, magazines and websites, and communicate and share more with other sellers. Even if some opinions are not necessarily correct, at least the seniors will point them out for you, so that you can also gain some experience and avoid detours. Finally, I would like to remind all sellers like me (people suffering from spondylosis) to arrange their time reasonably, exercise more, and combine work and rest. If you have a healthy body, are you afraid that the revolution will not succeed? E-commerce customer service work summary 3

Time flies, and I have been working at Mingyi Dairy for a year without realizing it. I have been working in the customer service department doing customer return visits and babysitting hotline consultation. Looking back now, when I applied for the customer service department of our company, it still seems like what happened yesterday. However, during this period, I learned a lot and matured a lot.

Many people may think that the work of the customer service department is simple and boring, and is defined as after-sales service. In fact, this is not the case. Customer service personnel in the infant dairy industry also need to understand many aspects of knowledge, such as nutrition, baby care and Communication skills, etc., the process of doing this work will also affect an individual's personality and improve their psychological quality. No matter what major you have studied before or what kind of work you have done, when you come to our group, you should start from scratch. Only by standing on the same starting line can we truly understand the truth that learning has no end.

Regularly conducting health follow-up visits to Mingyi’s new and old customers is a must-do job for every customer service department nutritionist. Faced with repetitive tasks every day, our nutritionists must do their jobs well. First of all, you should have a patient and sincere work attitude. In this information age, the market competition is fierce, and it is not surprising that competing companies will also conduct telephone follow-up visits to customers. Many customers may receive return visits from one or more companies every day. How can we make them interested in our services?

First of all, we must understand that in the process of communicating with customers, although we are not face-to-face, our tone and expression can be felt by the other party. A weak or expressionless conversation may result in you being ignored or even refused to listen. On the contrary, your service with a smile makes the other party feel friendly, so that the distance between us and the customer will be narrowed. Also, during the communication process, we should grasp the topics that customers are more concerned about, and provide customers with the most cutting-edge information according to the different ages and seasons of their babies, such as the current epidemic of hand, foot and mouth disease; the latest parenting information and the fastest information updates and provide special feeding guidance.

Compared with telephone follow-up interviews, answering the 400 hotline has made me more patient. In terms of personality, it has also allowed me to let go of my previous anxiety and immaturity. Many times when customers vent their emotions, they can’t bear it at the beginning. My emotions will also follow the customers' scoldings and even swear words. I can't help but get excited, and sometimes I will raise my voice.

I remember one time, which is still fresh in my memory, a male customer called me, and he answered the phone with a ferocious "volley of fire". The general meaning is that the company was doing local activities, and after purchasing a certain number of products, there would be a gift. At that time, the salesperson informed that the gifts had been distributed temporarily, and issued an IOU, which would be replenished later. But when he came back, he saw that his friend also participated in the event and was able to get free gifts, so the male customer went to the supermarket to cause trouble without asking about the situation. During the communication, he used swear words and threats, constantly repeating how he made a scene in the supermarket and how he would destroy Mingyi's reputation if he didn't get the gift right away. He also kept emphasizing the need to use force to deal with the shopping guide, and repeatedly confirmed who was answering the call.

The more the customer talked, the more excited he became, and his emotions were a little out of control. He said that if he didn't get the gift again, he would come to the company to cause trouble, and he would end up like the shopping guide.

Because I was very worried and angry, my voice became stiff and loud at the time, and I couldn't say anything I had planned. I kept trying to persuade him not to go to the shopping guide to trouble me, but the other party didn't listen to the explanation at all. . On the other end of the phone, I was confused and confused about the point. Not only was I offended, but I also failed to calm down the customer. Afterwards, under the prompts and guidance of the leader, I realized the inappropriateness of the handling of the incident, which made me realize that the most basic condition for being a customer service staff is to be calm and respond rationally to various complaints from customers.

Gradually, I learned to start from the customer's perspective, think more from the other party's point of view, put myself in their shoes, and avoid intensifying conflicts. In many cases, customers just want to vent, and the more they talk, the more angry they become. They say whatever they want to relieve their anger. In fact, it is not as serious as what the customer expressed. You should maintain a calm mind, learn to listen patiently and gently comfort customers, understand the ins and outs of the incident, conduct detailed analysis with customers, and try to solve the problems reported by customers as soon as possible. When encountering unreasonable customers, I should also learn to analyze and summarize experiences with my colleagues and encourage each other. Firstly, I can relax myself, and secondly, it can prepare my colleagues and solve the problem for the customer as soon as possible to prevent endless entanglement. In many trials, we are slowly growing and maturing, learning to adjust our emotions, and treat work and life with a positive and optimistic attitude. We have been wronged and wanted to cry, and we have been angry and wanted to vent. However, we did not get discouraged or give up in the end. Hard work is the most important motivation for success.

The Mingyi market is getting bigger and bigger, more and more customers are choosing Mingyi, and the questions asked by customers are becoming more and more professional and profound. At this moment, we urgently need to learn more things ourselves, more professional things. Therefore, we used our spare time to learn about infant feeding, baby growth and early education, books about pregnant mothers, and check out related mother and baby websites to enrich ourselves. Next, customers called the hotline, seeking not only guidance on feeding knowledge, but also complaints and suggestions about the content, products, activities, service attitude, etc. of future services in the market. Only through constant recharging can we do better.

Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of the leaders and the unity of colleagues. In this university, we have trained ourselves, improved ourselves, learned from each other, and exchanged ideas with each other. More importantly, we are also the window of the company. We must continue to improve and keep up with the company's progress. I believe that our customer service department will become better and better.