E-commerce customer service work plan

If the gap between life and heaven is fleeting, suddenly, our work has entered a new stage. In order to have a better growth in our work, we need to write a work plan well. But how can we avoid the self-satisfied work plan? The following is the e-commerce customer service work plan (5 articles in general) I collected, hoping to help you. E-commerce customer service work plan 1

First, insist on getting up at 8 o'clock every morning and going online at 9 o'clock on time.

as the old saying goes, the hour of the day lies in the morning. The early bird catches the worm. You must prepare a nutritious and delicious breakfast for yourself in the morning. Your body is the capital of the revolution. Don't hurt your body for Taobao day and night.

After eating, I can persist in doing ten minutes of exercise, which will consolidate the lasting battle for Taobao. Because doing customer service in online stores should be the same as going to work every day, you can't say that you can get up late if your business is not so good in the morning, so you will develop a habit of sleepiness over time. You don't want to get up even if there is a bill in the future. What do you lack most and what do you need most in Taobao?

Second, spend at least half an hour every day checking my online shop.

Look more, look more, and see what the store still lacks, and what needs to be modified to see if the used window spaces are full. If it's not full, it's necessary to fill it up. Are there any treasures to be put on the shelves, put it on, miss any orders that haven't been delivered, and take the initiative to destroy others? There is still a waiting evaluation. Please give it a careful evaluation. These tasks look very small. When you are busy with business, it will lighten your burden, and you will not be in a hurry. < P > Third, spend at least one and a half hours every day to visit Taobao community, learn and exchange ideas.

Respond attentively to the posts of Taoyou, and learn how other people's essence posts are written. For reference, if there are any activities in the community, you must sign up immediately. Popularity is always the main driver of the fire in your shop. This person, as long as he is famous, it will be different! Everything good will come to you.

fourth, it is best to stick to at least one original post every day.

not much, but it must be refined. The quality of your post is not good, it's not your fault. After all, the number of places in the essence post is limited. I didn't choose you this time. As long as you work hard and keep writing, it must be your turn next time! The traffic brought by essence posts is tens of thousands. Once your posts are refined, your store will be popular for several days. In the long run, the next millionaire will be you.

5. Visit the shops of peers, see how others do it, compare their own shops, learn from each other's strengths, find out the shortcomings of our shop in time and make corresponding adjustments.

this is the principle of casting a wide net mentioned in the previous post.

customers don't wait for the door, they need the Lord to look for them, and they need to look for the opposite sex. This point has been described in detail before, so I won't repeat it. Taobao is also a must-see place, where many people are looking for things. If you are looking for related products you operate, you will know what to do!

If you want to make Taobao bigger and stronger, it is far from enough to rely on Taobao alone. Be sure to go to the mountains, find more customers outside, go to major forums, and search engine Baidu Google to promote your advertisements everywhere. After a long time, the effect is quite obvious, and this is a lifelong enjoyment, which will lay a solid foundation for your future business! E-commerce customer service work plan 2

Time flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. However, after the freshness, it is more strict discipline and strict requirements, which is completely different from the previous student life.

as a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, we should try to make boring and monotonous work colorful on the basis of these two points and learn to treat work as a kind of enjoyment.

First of all, it is one of the prerequisites for a happy job to be honest with users, treat them as relatives or friends, and sincerely provide users with practical and effective advice and help. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

all along, the company takes smile service as its responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and works hard to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, at work, people are sometimes impatient and eager for success. Therefore, in the next step, I need to overcome and improve, and strive to achieve the following points:

First, study hard and keep pace with the times

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility and a practical need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice and contribute my meager strength to the company.

2. Be based on your job and love your job

1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always do it actively and hard whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for the shift, they can give up their rest time without complaint, resolutely obey the arrangement of the company and devote themselves to the work of covering for the shift; Whenever the company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can it better answer customers' inquiries and make the company's new business develop comprehensively and deeply.

2. At work, everyone should strictly follow the working idea of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, solve them actively and steadily, and for the problems that cannot be solved by themselves, actively reflect them truthfully to the superiors and strive to give customers a reply as soon as possible; For the problems raised by customers and whether they are solved or not, we should register them in detail, consult them every day, and solve the problems in time when they are found, effectively putting an end to mistakes and omissions. At the same time, it is also the focus of doing a good job to consult old colleagues with an open mind. Studying and learning from their work experience and skills is not only beneficial to their own work, but also helpful to the coordination and communication with various departments.

3. Don't be late, leave early and be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

smile service-one of the basic qualities of customer service

In today's society, all service industries are advocating smile service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express emotions, but also a job skill. As a customer service worker, we should be required to integrate technical skills with perfect service. Smiling is a sword, which can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smile is a kind of expression of happy mood. When customers need our help, we deliver a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, making enterprises have a good reputation and reputation.

Smiling service is a passport for interpersonal communication. It is not only a ladder to narrow psychological distance and achieve emotional communication, but also the main way to achieve active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to achieve value-added and efficiency-enhanced service language. The smile service we advocate is the natural expression of several psychological basic qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and their work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial opinions on how to overcome it:

First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel

Customer service is a job with high comprehensive skills, so it also requires high requirements for customer service personnel. An excellent customer service staff should have the following basic qualities:

1. Try to understand the customer's needs and take the initiative to help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, know our products and be familiar with business processes.

3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what kind of situation and what kind of language to use, knowing how to deal with certain relationships, or having rich experience in dealing with them, have a certain personality power, and a good first impression can give customers trust.

4, flexible mind, good on-site adaptability, able to use on-site conditions to solve problems immediately.

5. Be neat and generous in appearance and behave appropriately.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

2. Handling customers' complaints and complaints

1. Establishing a customer opinion form or complaint registration form

Record the information received from customers' complaints or complaints on the form, such as company name, address, telephone number and reasons; Pass the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. Conduct face-to-face communication by telephone, fax or at the customer's location immediately, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.

3. Follow up the implementation of the processing results until the customer's reply is satisfactory.

third, the aspects that should be paid attention to when dealing with customers' complaints

1. Be more patient

In actual handling, listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a good attitude

Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

3. act quickly to deal with complaints and complaints. first, it can make customers feel respected. second, it can show the sincerity of the enterprise to solve problems. third, it can prevent the negative pollution of customers from causing greater harm to the enterprise in time. fourth, it can minimize the losses.

4. Use proper language

Customers are dissatisfied with the enterprise, and they may go overboard in their verbal statements to vent their dissatisfaction. If the service personnel are tit for tat with them, their relationship will certainly deteriorate. In the process of explaining the problem, they should use appropriate and generous words and try to communicate with customers in tactful language.

5. A higher level

Customers want to pay attention to themselves and their problems after making complaints and complaints, and often the level of people who handle these problems will affect customers' expectation of solving problems. If the high-level customer service staff can personally go to the customer's office or personally give telephone condolences, it will resolve the grievances and dissatisfaction of many customers, and it is easier to cooperate with the service staff to deal with the problems.

6. There are more ways

There are many ways to solve customers' complaints and complaints, such as inviting customers to visit customers who do not have this problem, or inviting them to attend knowledge lectures, etc.

4. Calm the customer's dissatisfaction

1. Listen carefully to every word of the customer

2. Apologize fully to let the customer know that you have understood his problem

3. Collect accident information to find out the most appropriate solution

4. Put forward effective solutions

5. Ask the customer's opinions

6. Follow up. Look at the problem from the customer's standpoint

The above is just my shallow opinion as a newcomer. I will try my best to do better in my 2xx years' work, learn from my predecessors, do a good job with all my colleagues and face new challenges together. E-commerce customer service work plan 3

Modern enterprises pay more and more attention to customer service, which is a trend and an inevitable process of the development of market economy. As a newly established working group of the call center, the customer service department of 8 call center has made a series of achievements and found a series of problems with everyone's support and help. In order to better carry out the next stage of work and smoothly overcome the sales gap after the year, according to the relevant regulations of the department, the plan is as follows:

1. Clarify the guiding ideology

Take improving service quality as the purpose and customer satisfaction as the standard.

as the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centered. The competition of modern enterprises has changed from product competition to service competition, whose customers will be more stable and the market will have more development potential. Therefore, we should establish a sense of customer service, and use this to drive all employees, make our service more professional, effective, targeted and responsible, and make the call center's sense of service fully reflected.

second, make work plan objectives

under the guidance of great customer service awareness, our main work objectives can be divided into two stages: short-term goals and long-term goals.

First, short-term goals:

i. Consolidate and maintain existing customer relationships.

II. discover new customers (potential customers, potential demands).

We can accomplish Goal I through the following ways:

1. Communicate with old customers by phone and letter, collect feedback information from customers and learn about their latest travel trends.

2. regularly select customer groups, and conduct targeted home visits and promotions.

We can accomplish objective II in the following ways:

1. Record the basic information and consultation contents of customers when accepting their calls, list them as our potential customers, and develop them into existing customers at an appropriate time.

2. When receiving visiting customers, record the basic information and travel trends of visiting customers in detail, and provide new customer sources.

To complete the above work, there must be necessary conditions. At present, the conditions for customer service work include:

1. Rich professional knowledge. To serve customers well, we must be proficient in business knowledge. Only skilled customer service personnel can give customers a good first impression and reassure them.

2. Complete customer information. Having complete customer information can make us more aware of who we should serve.

3. Clear understanding and full enthusiasm for customer service. <