Fast in a short time to make DSR higher than the industry average

1, customer service personnel recruitment, attitude is more important than ability, Ningquewulan

In customer service, the most important is the CRM software; good than people effect. In customer service, our service tenet is "to satisfy all the needs of customers". Although there is no "customer abuse me a thousand times, I treat customers as first love" so exaggerated, at least our customer service staff should have a correct attitude and transposition thinking. The basic skills of customer service, have empathy thought and certain emotional quotient is very important!
My customer service job is very strict, in the recruitment process, I have always adhered to the "attitude is more important than ability", "Ningquewulan" principle to the recruitment of staff; a positive attitude, good customer service attitude is a most basic literacy; I every recruit a customer service for an average of 20 screening resume, interview 10 people, 4 people entered the trial period, finally leaving only a customer service; many probation service will be 3 days I was PASS off. Once the old customer turnover, new customer service there is no short-term action in place, I let the operator the temporary transfer to the customer service jobs, rather than casually taobao agent to recruit a customer service staff, and this is my recruitment firm "Ningquewulan" principle, the polluter never let an "inappropriate" people become the existing team harmony "".
2, the new recruits to start, from customer service to understand customer needs, enhance their own quality

The new recruits
I give the team make a provision, every staff, will start from customer service, whether it is operating or promotion, or art, all need to do at least half a month of the personnel of the service, and then write a report to customer service work, through the examination and approval, can enter their jobs started trial. Otherwise, stay in customer service jobs, whether he ever did call, even if it is done 2 years customer service operations personnel.
Because customer service is a post contact most closely with the customer, if the operators, promotion, artists don't know our clients in want to what, needs, and constantly in the promotion, marketing, design, most of the time they do the things are "self appreciation" and "self intoxicated".
3, operating every week to customer reception - mining customer demand, improve operation ability
I give the provisions of the operation is at least a week to receive more than 50 customers, to excavate the customer's psychological needs, so as to examine their own marketing plan and customer demand to match, I often say, "a qualified operation, the premise is a cow X customer service", to get all the pre-sale, customer service, otherwise the operation will fail!
4, customer service staff to write the report to customer service experience, respect for the opponent, self
Each customer service staff, I will ask them regularly to learn Taobao sellers services do a good seller to customer service experience, such as AFU, Osa, three squirrels and other shops; the so-called "customer experience" is to communicate our customer service staff to use their own personal Wangwang account number as buyers and other businesses to customer service staff, experience their pre-sale, sale, after sale service, and then write a report complete customer service experience, and then analyses, summarizes the advantages and disadvantages in their customer service, advantages, disadvantages of our reference cited!
5, the pre-sale and customer friends - the benign interaction with customers, customer care
In the pre-sale work, to make the customer feel is chatting with a living man, not a cold chat robot, learn to make friends with customers; recently wrote a theme: "how to make friends with customers," in recent days will be made up, due to the length of the relationship, here don't start speaking. You can also start to publish their views.
6, customer service processing to be generous, dare to admit to resolve the dispute, make difficult customers into loyal customers
In the customer service process, buyers when meets some defects of the product packaging, logistics and other aspects of the issue, it is easy to emotional, and customer service staff will need to be a calm mind to receive customers, first do the customer emotional comfort, and then throw the practical problem solving;
The courage to take responsibility, 1% wrong to taobao agency assume the responsibility of 100%. To the customer can return, replacement, to fill the post, send small gifts way to solve the problem of customer service customer. But the precondition is that your products have a certain margin, at least in the 45%, because to do customer service work need to spend money to solve the problem.
Customer service work, to learn empathy, truly customers would like to think, urgent customer needs! Instead of a simple slogan!
7, CRM to humanity -- really would like customers are thinking, enhance the user experience
CRM is not a simple Clockwork SMS so simple, we have dedicated QQ group, will be between the customer and the "one to one" interaction, care needs and living clients, friends and customers. At the same time, regularly draw some customers return visit to customers, listen to their opinions and suggestions, improve self service level.
8, logistics and distribution in a timely manner to - do end-to-end services, to achieve efficient logistics
We in the logistics delivery, the send SF, delivery speed, speed of service is quite good, can greatly shorten the buyers to place an order to delivery time, improve the user experience. This is one of our great advantage!
9, the entire message tracking, keep track of goods orders
We will after delivery, receipt, evaluation to the customer to send different messages.