Summary and plan of e-commerce customer service work

E-commerce customer service often requires strong communication skills. We can sum up our work and improve our overall quality. The following is the Summary and Plan of E-commerce Customer Service Work compiled by me for your reference only. Welcome to read it.

E-commerce customer service work summary and plan (1) I have the honor to join xx Company for half a year. With the care of the leaders and the help of my colleagues, I have made some progress in all aspects and completed my work well through my own efforts. This work will be briefly summarized as follows:

First, continue to strengthen study and further improve quality.

Having good product knowledge and professional quality is the prerequisite and necessary condition for doing a good job. Over the past six months, I have always placed learning in an important position and strived to improve my overall quality. First, focus on learning product knowledge; The second is to learn the relevant rules and regulations of the e-commerce department; Third, under the guidance of predecessors, learn the working skills of e-commerce in practice and pay attention to collecting relevant information. Always listen carefully to the speeches of company leaders at various meetings, draw nutrients and gain a lot; The fourth is to learn from colleagues with high theoretical level and strong business ability as much as possible, and strive to enrich themselves, enrich themselves and improve themselves. It can be said that in the past six months, I have gradually transitioned from the initial interest-oriented entry to being able to handle some things independently, and I have always had a strong interest in this job.

Second, work hard and do essential work.

My main job is customer service, and the complete workflow can be reflected in understanding the store situation, understanding the product information on shelves-customer reception-order processing-after-sales processing and evaluation management. In the early stage, it was used on xx platform, and the information of commodity network was fully collected. Customer reception can be said to be a relatively important link, and it is the direct window of our product information output. In this half year's practical operation, I have been adhering to the attitude of paying attention to details, constantly summing up my daily work, improving my communication skills, and referring to some excellent examples and experience sharing, gradually forming a daily work system, constantly updating my work skills, and checking for missing parts. At present, we have mastered the efficient methods of order processing and statistics in the process of order fulfillment and after-sales processing, which can effectively solve the common problems in after-sales problems. For rare complicated and thorny problems, we can look at them at the first time, see how our senior colleagues handle them, and ask about the details of related production and sales, and we can solve them independently when we encounter similar problems again.

Third, the shortcomings to be improved.

I gradually grow up and mature in my study and work, but I know that I still have many shortcomings, which will become the focus of improvement at the beginning of the new year.

1, good at communication and coordination, and gradually improve their theoretical level and professional ability.

2. Overcome the impatience of youth, be down-to-earth, improve work initiative, improve time utilization, be not afraid of many things, be not afraid of small things, and improve yourself in practice.

3. Proficient in professional skills, diligent in observation and summary, and try to standardize, digitize and visualize the work summary.

E-commerce customer service work summary and plan (II) xx customer service has been a year. At the end of the year, if there are too many things to sum up, I will briefly summarize them as follows:

First, strive to adapt to the requirements of xx customer service positions

E-commerce is my major, and I have always had a strong interest and hobby in e-commerce, especially online marketing. When I first entered the company, the number of orders for seat covers was very small. With the attention of the company, the support of the development department and the instruction of the supervisor, I focused on the renovation of the store, price adjustment, especially a lot of publicity and promotion, and finally received the first order on the 20 th day of coming in and gave me a lot.

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

I have been telling myself to vigorously promote our stores, so that our stores and products can stand out from a large number of xx stores and competitors and be searched by others, so I have done a lot of work, such as making links to other stores, collecting blogs, posting in Weibo, keeping diaries and other promotions, and those promotions are all fruitful. We use through train promotion, xx customer promotion and distribution platform to make our sales more and more objective. The joining of xx customers and distributors has strengthened our team. We have changed from a few people to a big sales team. Relying on their strength, we received more orders, and now they are beginning 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. And taking more orders and creating more profits for the company is my main goal in the future.

Third, be the main responsibility of xx customer service.

1, familiar with the product, understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently.

2. Receive customers. As mentioned above, how to recruit online shop customer service has already been mentioned. As a customer service guide, we should be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store.

There are two main ways to realize customer reception. One is to communicate with customers by using instant messaging tools such as xx and xx. The other is to answer customers' calls. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like you did on xx.

3. Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now it is very convenient to synchronize inventory data on the page by using xx seller's special browser: Indiana Jones.

4. The customer sends a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.

5. Modify the comments. Sometimes the customer's order information or receiving information has changed, so as a customer service, you have the obligation to feedback the change and let the colleagues who place the order know that the order information has changed. Under normal circumstances, the default is to use a small red flag as a note, and write the reason for the modification, the manual number and the modification time in the note, so that the modified place can be seen at a glance, and the online store housekeeper can directly grab it when placing an order.

6. Delivery notice. After the goods are delivered, sending messages to customers by SMS to tell them that the package has been delivered can also increase customers' goodwill towards your store. For customers who have not paid for the goods, if xx is online, you can send a message to customers in the afternoon saying that the order will be closed soon. If you pay now, you can deliver the goods today. It's called a reminder. For customers, some customers may forget to pay after placing an order, and then forget it slowly. Please remind him a little, remind him. In this case, it is equivalent to pulling another customer. For those customers who don't intend to buy, but just take orders on impulse, they can manually close the order, although the xx system will automatically close at that time, which is convenient for other colleagues to work. The order of repetition is similar to this method. The key is to contact the customer and ask about the purchase intention.

7. Cash on delivery order processing. It is good for sellers to open the function of cash on delivery on xx network, but many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, the price is more expensive than that on the website, and they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the express delivery, but if the customer thinks you are cheating him, you may lose a group of customers, so if the buyer agrees to cash on delivery, you can inform the colleague who placed the order to deliver the goods, otherwise you need to place a new order. I am deeply touched by this. When cash on delivery first came out, we found that the rejection rate of cash on delivery was very high, so later we asked the customer service to call the customer to confirm that although the phone bill was overpaid, the implementation proved that the rejection rate of non-express factors was zero under normal circumstances.

8. Customer evaluation. Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.

9, bad review processing. Many friends are crying because of this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. If you find bad reviews, communicate with customers quickly and see what causes them. Customers don't give you bad reviews for no reason. Understand the situation first, then solve the problem. Ordinary customers will give you a revised evaluation. For some buyers who get improper benefits from malicious comments, customer service should pay attention to collecting information so as to collect evidence for subsequent complaints.

10, related software learning. For example, the store management tools mentioned above, such as store manager or xx store version, can improve work efficiency with the help of auxiliary tools.