I met a good job at that time, but when the HR interview asked me what the customer service supervisor should pay most attention to in his daily work and how to do it, I couldn't answer it, because I never thought about how to express these things orally. I actually had some experience at that time. Customer service has brought a team of more than 30 people, who have been selling back and forth and know how to manage and build the whole team. But when he asked that his mind was blank and he didn't know how to express it in words, he vaguely said something about performance scheduling training, which unfortunately led me to have nothing to do with this job.
Therefore, no matter how many people you have led and how excellent your work ability is, you must pass the HR interview first. I graduated from e-commerce and have been exposed to cosmetics, fresh food, clothing, home textiles, jewelry and so on for many years.
I am familiar with the mainstream online platforms in China at present, such as Tmall, Taobao, JD.COM, Alibaba, Pinduoduo, Youzan Mall, etc. I hope that sharing some of my experiences can help you, and I also hope that you can share your good opinions and learn from each other good management methods.
First of all, let's talk about the positions of the whole e-commerce customer service: customer service (inexperienced)-gold medal customer service (1 year)-team leader (1-2 years)-customer service supervisor (2-3 years)-customer service manager (3-5 years)-customer service director (7 years).
The purpose of understanding the whole customer service system is to know where you are now and where you can go in the future, and to have a clear goal for your career planning.
(1) What should the new customer service supervisor do and where to start?
When a new customer service supervisor arrives at a company, it is often messy and irregular.
1. Be familiar with the company's products and store activity strategies first.
2. Understand the personnel arrangement and daily work, so as to facilitate the follow-up work arrangement.
3. Understand the overall hygiene status of the store, after-sales rating, store rating, etc.
After getting familiar with the company's products and staffing, I combed their current work and found some shortcomings in their work, such as the use of shortcut keys, whether there were reminders or similar product recommendations during the reception, and so on.
4.？ After getting familiar with the company's personnel structure, products and daily activities as a whole, observe the daily work of customer service and see if there is anything wrong with their reception process, such as the form that needs to be registered for breaking orders and the call back for bad reviews. It is found that some repetitive steps in their work have changed under the premise of ensuring normal conditions, thus reducing some of their working hours. After reducing working hours, let them do some detailed management of urging payment, recommendation and bad review.
5.？ KPI performance evaluation index, a team, if it wants to ensure a positive work attitude, then it must need incentives and rewards. At this time, the customer service supervisor needs to formulate some KPI performance evaluation criteria according to the behavior structure of a company, such as the response time of the number of receptionists, sales volume, question-and-answer ratio and so on. Let the customer service know that there is also a gap between themselves and the customer service, and let them know where their shortcomings need to be improved.
6.？ A kind of cohesion of the team, as a customer service supervisor, we should always observe the overall atmosphere of the team, whether anyone forms a gang or incites some negative energy. As a customer service supervisor, we must grasp the mood of every customer service. If the customer service mood is not in the state, the reception process is often perfunctory, resulting in a lot of data confusion.
⑵ What skills does the customer service supervisor need? (training courseware)
First of all, the position of customer service supervisor is similar to that of ordinary companies, which means that you are also a management position above the upper middle level and have strong requirements for your own abilities. When you introduce new products in the company, you need to do some training courseware, aiming at the basic operation process of the platform, the basic rules of the platform, and some basic work instructions of customer service. This requires the whole team to improve their training ability regularly or irregularly.
Pre-sales training courseware:
After-sales training courseware:
Platform rules and red lines:
Key performance indicators
In fact, customer service is very difficult, and it is very difficult, very difficult. Need to upgrade the maintenance team, need to deal with the above arrangements. Maybe a lot of people are thinking about running this position, which is much better than the customer service position. Of course, if they only do operation and customer service, the operation is really much better, because they are skilled workers and the longer they are, the more valuable they are, but the management post of a customer service is compared with the operation post. Each has its own strengths and priorities. For example, operation is the day, then customer service is the place. No matter how big and wide your sky is, it is impossible to keep your feet on the ground. Why are you so particular about service now? Just like these large chain stores in Haidilao, they are doing services and selling services.
If you are in the field of customer service management and think this is your development direction, stick to it. I can't help you with some specific work situations, so I have done a lot of training courseware and work experience before, and then I will analyze some management courseware, personal ability improvement courseware, bad reviews, platform red lines, etc. on WeChat official account every Monday, hoping to help you. If you have any better suggestions, you are welcome to have a heated discussion.
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Share a customer service instruction manual with you.
The contents include: the importance of customer service, customer service mentality, and the ability that customer service should have.
Customer service needs to define goals and objectives, language specifications, service requirements,
After-sales customer service attitude, customer service taboos, related knowledge points, new customer service precautions
Pay attention to WeChat official account "On Customer Management of E-commerce"
Reply to the "Customer Service Manual" to get the password of the compressed file.