How To Manage And Train Customer Service Staff Better?

The rapid development of the Internet market has given birth to a new profession.

A certain percentage of sales.

In order to stimulate the enthusiasm of employees, the company has developed a customer service performance appraisal system, customer service performance appraisal is mainly based on the daily order of each person to determine, do the daily workload statistics, and set up performance records for each customer service separately, with the results of performance appraisal as the standard.

At the same time, taking customer service performance appraisal indicators as a reference, set up a reasonable amount of work for employees, so that we can understand whether the work of customer service is all the best.

Reasonable division of labor to make online customer service management process.

A standard workflow is developed for different links such as sales, after-sale, order checking and distribution. On the one hand, it can reduce costs. On the other hand, a reasonable division of labor and process management can make employees produce the highest benefit.

Staff training is also part of the process of the company's systematization, because the corresponding standard operation process is set up in each link. The new employee can be directly laid off according to the operation process and the Department Supervisor in the work is trained in the actual operation.

The basic qualities of excellent customer service personnel

Customer service does not require much advanced computer skills, but requires a basic understanding of computers, including familiarity with the WINDOS system; WORD and EXCEL will be used; e-mail will be sent; electronic files will be managed; Internet search and familiarity with information needed.

At least, we should master one input method and input blindly.

Basic knowledge of products: familiar with products sold, such as those who are engaged in related industries.

Have a certain understanding and knowledge of the products sold, and have a basic understanding of the product models, colors, styles, etc., and can give the correct answers at the fastest speed when different customers ask questions at the same time.

Character requirements: honesty, patience, careful thinking, empathy and basic self-control.

Sincerity

As businessmen emphasize honesty and integrity, as customer service, we should uphold the integrity of the work attitude, honest hospitality, honest work, honest treatment of errors and deficiencies.

Patience

Online customer service needs customer service and patience.

Some customers like to ask more, more specific questions, but also because customers have doubts or are more careful. At this time, we need to patiently explain and answer, dispel our customers' doubts and satisfy our customers' needs.

Careful

There are hundreds of thousands of goods in the shop. Every day we deal with different customers and deal with dozens of orders. We need to treat them very carefully.

A little bit of mistakes and mistakes will cost more time and energy to deal with.

Empathy

Empathy is to regard oneself as a client, to put ourselves in a position to understand the situation and needs of customers, and to provide customers with more suitable products and services.

Self-control

Self control is to control their emotions, customer service as a service work, first of all, you have to have a good mentality to face work and customers, customer service in good mood will also drive customers.

After all, there are all kinds of people on the Internet. They can not speak well if they have good words. If they do not speak well, they must control their emotions, answer patiently, and have skillful responses.