Taobao customer service personal work summary model essay 1

Words also need skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether the customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer's willingness to buy is strong, they will leave and rush to the arms of other sellers. Therefore, when communicating with customers, we must pay attention to several points.

first of all, don't argue with customers. In sales, we often meet some customers who are picky about the products we sell. At this time, we inevitably want to argue with him. However, our purpose is to reach a deal, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' resentment. Even if we are not angry offline, we can't bring emotions online. Online, we should patiently listen to customers' opinions and let customers feel that we attach great importance to his opinions and we are trying to meet his requirements.

Secondly, don't communicate with customers in an indifferent tone. When talking to customers, we should keep smiling even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis for establishing a good atmosphere. Customers may become our friends even if they don't need our products when they meet us with a smile, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction. Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by questioning. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? And so on, talking to customers in the tone of questioning or interrogation is a sign of impoliteness, a reflection of disrespect, and the most harmful to customers' feelings and self-esteem.

finally, sales promotion should be interactive and avoid unilateral sales promotion. What kind of sales is the most successful? I think it is the most successful to achieve win-win sales. To achieve a win-win situation means that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we should first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If we just sell a product to our customers blindly and ignore the real needs of customers, even the best products will be difficult to reach a deal. 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 worse. Gold medal customer service is not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.

personal work summary of Taobao customer service model essay 2

since I joined the company for half a month, with the help of my leaders and colleagues, I have a better understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started to work. Now I will make a phased summary of my work and learning experience, the main points of my work and the problems in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.

First of all, it is the link and bridge between the store and the customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, so that customers can accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions.

I have clearly realized the responsibilities and importance of my work in the past half month, 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 a preliminary analysis of my 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, asking, recommending, bargaining, saying goodbye and so on. In greeting, whether Wangwang is online or in other states, it is essential to reply automatically. Automatic reply allows us to reply in time and quickly, so that customers can feel our enthusiasm at the first time. At the same time, adding our store name to the automatic reply can strengthen the impression of customers. In addition to automatic reply, I should also reply to ask the customer what needs help at the first time. In terms of questions and answers, no matter what the situation is, remember to pay attention to Want Want for the first time 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 the parents. In the negotiation process, it is a great test of a person's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential, whether it is a deal or not, we should maintain a unified and enthusiastic attitude towards each guest.

Taobao Customer Service Personal Work Summary Model essay 3

The year of 21xx was a year in which the customer service department deepened its service and comprehensively improved its comprehensive business ability. Under the leadership of the department leaders, all the teams in the customer service department worked together and cooperated with each other. With the goal of "providing quality services and improving the business level", the customer reception office did a good job in receiving visitors, actively coordinated and solved all kinds of complaints and consulting problems reflected by users, and achieved certain results in service work. From January to February, the Customer Reception Office received 651 questions from users, and made more than 3,111 telephone consultations. The handling rate of user complaints was 1.111%, and the satisfaction rate of users was over 98%. The work in 211x is summarized as follows:

1. Deepen the systematic learning business and continuously improve the comprehensive quality

In April this year, after attending the training and study of Director Shine Wong of Zhengzhou Water Department, the customer service receptionist further developed standardized services on the basis of strengthening the study of the responsibilities of the original water supply service reception posts and being familiar with the work processes of various ministries; And make sure to master the Common Problems of Water Supply and business knowledge issued by the customer service department, further strengthen the comprehensive business level, in order to deal with all kinds of inquiries from users, solve the problems reflected by users in time, and lay a good foundation for improving the company's customer service.

Second, improve the service details and grasp the service focus

The Customer Reception Office constantly improves the service details according to the actual situation in the work, and further refines the "Statistics Table of Complaints Records of the Month" and various service records for easy reference at any time, so as to make all the work run more orderly; Pay a return visit to registered users in time every month in order to grasp the completion of the work. Since September, in order to further improve work efficiency and prevent buck passing, the customer service department has strengthened the use of "work contact list", and signed the problems reflected by users with the report and tracked the implementation in time. For the "three-come" users, the reception staff always provide warm service and patient answers, implement the complaints one by one and respond to everything, and strictly implement the "first inquiry responsibility system" and "one-stop" service to satisfy and recognize our work.

three, work together to solve the urgent needs of users in time

In daily work, the customer reception office often receives information about water supply reported by the mayor's hotline office and newspaper network. In this special situation, the customer service receptionist reports the problem in time, and actively communicates with users, coordinating relevant departments to visit the site for many times, formulate measures, resolve conflicts, find reasons and find ways to solve users' various water difficulties as soon as possible, and prevent users from doing anything. When encountering users who don't understand, the service staff will patiently explain, publicize the water supply regulations, explain the water supply knowledge, and explain clearly what users don't understand, so that their problems can be handled and users can be satisfied as much as possible.

once, a property owner came to the reception office angrily and shouted to reflect the problem. The receptionist Wang Jiao asked why, and began to call to implement it. Because the situation involved was complicated, the boss couldn't wait to implement it gradually, so he lost his temper. When the receptionist patiently explained further, she threw all the items on her desk on the ground. In order to ease the atmosphere and the user's mood, Comrade Wang Jiao resisted her inner grievances and apologized to the user. Although she couldn't calm down for a long time afterwards, she still adjusted her mind in time to continue her work for the sake of the company's image. The work of customer service is ordinary and trivial, so it has become a compulsory course for receptionists to deal with all kinds of user demands and resolve conflicts in time. Because of the need of work, the number of receptionists in the customer reception office has been adjusted to five one after another this year. Everyone has met unreasonable users. No matter how difficult they are, they will focus on maintaining the company's image. In order to carry out their work smoothly, they will put their emotions down first and help each user solve the problem. No matter who is in this job, always keep in mind the purpose of customer service and service responsibilities, and work diligently and selflessly for the company's interests and image, regardless of personal gains and losses.

in order to improve work efficiency, receptionists actively communicate with the water supply hotline, water supply business hall and other relevant departments, understand each other and help each other, and solve the problems that users have reflected back and forth but have not implemented in time as soon as possible, so as to make users' problems satisfactorily solved in the shortest time, further enhance the image of the water supply industry, improve work efficiency and reassure users of our work.

Of course, there are still some shortcomings in our work. First, the reception and service tasks are heavy, the number of staff is small, the receptionists are constantly changing, and the professional level of customer service staff needs to be further improved; Second, there are few opportunities for systematic training, and we can only sum up experience in our work; Third, the humanized high-quality service is not enough, and it needs to be improved in the future service work. We should constantly learn the essence from our work experience and apply what we have learned to improve our overall quality, thus enhancing the company's good social impression.

Looking forward to the new year, we should actively carry out the following work around the company and the customer service department in accordance with the requirements of the company's Party Committee and the department, in accordance with the 21XX work plan and responsibility objectives:

1. Organize customer service personnel to regularly study various businesses, employee manuals and company management systems, strengthen service awareness, improve service content, improve service quality and deepen quality service;

2. Do a good job of summarizing and sorting out various record forms and paying a return visit to users in time every month;

3. Actively communicate with relevant departments of the company to avoid, delay and dispute, and improve the efficiency of solving various problems reflected by users;

4. Do a good job in the monthly safety and health work of this department;

5. Complete all temporary tasks assigned by the company and departments.

in 21XX, we will complete all the work with innovative service spirit, thoroughly implement the service commitment and the "first inquiry responsibility system", strengthen the "one-stop" service concept, improve the timeliness of work, enhance the initiative, enthusiasm and creativity of work, make users more satisfied, and strive to make new achievements in customer service and all the work in 21xx!

personal work summary of Taobao customer service model essay 4

Looking back on my work in the past year, with the support and help of company leaders and colleagues, I have successfully completed my own work. Through one year's study and work, there has been a new breakthrough in the working mode and a great change in the working mode. Although I have not experienced a vigorous "struggle" process in the past six months, I have also gained a lot. The work in the past six months is summarized as follows:

I worked in the sales department for the first four months after I joined Ruju Company. At this time, I am also in the sales department, but I feel different. When I first entered, many of them didn't really understand, and most of them were in a confused period. Say thank you again to those who helped me. I'm sorry to disappoint you!

time flies, time flies, and I have been a customer service worker for two months. There are joys and sorrows, successes and failures in these two schools. In the interweaving of joy and sadness, success and failure, I gradually grew up, my professional and technical level was constantly improved, and my theoretical knowledge was fully practiced.

the work of customer service is a bit trivial compared with other positions. The seemingly simple work sometimes makes mistakes, which requires us to be serious and responsible for the work and be meticulous.

Looking back two months ago, when Director Xu arranged for me to go to the customer service center, I was really happy, because this is a new independent department and a very important department. On the night of my appointment, I thought a lot and made a lot of plans to carry out it. Let me talk about my own plan on how to build a customer service center.

how to better manage the service center department of the company?

1. indicate the rules and regulations.

2. Visit the service centers of all regional agents, establish a regional resource base, and analyze the existing customer resources of local agents from headquarters to support regional agents.

3. Weekly telephone communication with all regional agents and contact between service center personnel. Ensure the company's documents.

4. according to the local conditions of agents in each region, make a half-month summary plan.

5. Service center, for the courses: 61 Sales System, Happy Deal, Happy Speech and Happy Life, write down the information of SMS platform for promotion and distribute it to regional agents. The company's schedule will be finalized every month and the regional agents will be informed. Understand the regional culture of agents in each region and arrange the course schedule.

6. support agents in various regions to hold salon sharing meetings. All regions support and help each other.

7. The service center regularly cooperates with other departments of the company to train service center personnel who support agents in various regions. Service center personnel can participate in the "61 Sales System" study (the number of places is less than 5). If they are trained at the company headquarters, the heads of agents in various regions need to pay for the food, accommodation and wages of their regional service personnel.

8. The customer service center and the development department will notify the regional agents of the price upgrade of the company's courses at the first time. The starting time and place of agents in various regions need to be reported to the company's customer service center.

9. The company has established all customer data archives. And the division is detailed, such as: the company name, name and contact number of each student of 61 Sales System, Happy Deal, Happy Speech and Happy Life.

11. The customer service department pays a phone call back to the students who attend the course after they return; For example, 61 Sales System, Happy Deal, Happy Speech and Happy Life are divided into five time periods, and the situation of one week, one month, two months and half a year after returning is understood and supported and introduced; Ask different questions according to different courses, pay attention to the content in the classroom, understand the progress of its company, the emotional link between families and so on.

11. For the customers who have signed up for the courses to attend, establish a data repository before the start of the course, and call the person in charge of leading the team of the company participating in the course one week before the start of the course; For example, in class