With the prevalence of the third-party service industry, many Tmall** have chosen customer service outsourcing, and today's Meng Mengke customer service outsourcer wants to introduce to you the process of Tmall** customer service outsourcing, hoping to help you save time to explore.
First, before cooperation
1. Preliminary negotiation.
Both parties need to provide each other with their own company information, and the Tmall store owner needs to provide the outsourcer with the number of customer service personnel, the number of years of experience that the customer service needs to have, the type of goods to be operated, the frequency of activities and other relevant information.
2. The outsourcer draws up a reference plan.
After understanding the needs and conditions of the store owner for customer service, the customer service outsourcer will formulate a more suitable service plan for the actual situation of the business, which includes: the actual number of people who provide customer service, the service mode, the service time of customer service, the deposit during the trial period, and the actual charges after formal cooperation.
3. Sign a business cooperation contract.
The details of the specific cooperation plan will be implemented in the contract negotiation process, and the relevant details can be written into the contract, and the two parties to the contract will confirm and approve before entering the follow-up cooperation link.
4. Advance deposit (also called security deposit).
After the contract is passed, the customer service training will start immediately, and at the same time as the training work is carried out, Party A needs to pay the corresponding amount of deposit in accordance with the contract, or called the deposit, and Party B will arrange the customer service online after receiving the deposit.
Second, in cooperation
1. Transfer customer service work.
The signing of the outsourcing contract proves that the cooperation is effective, and the main needs 2 to 3 days for the outsourcing customer service training** and the relevant knowledge of the product. Then, the customer service business will be transferred to the customer service staff, and some of the product categories are more numerous, and the product knowledge is more complicated. Avoid customer service not being able to digest so much knowledge at one time and confusing the product.
2. Product knowledge training.
After the preliminary matters of outsourcing are confirmed, detailed customer service training will be carried out, which is mainly the training of professional knowledge of store products and special processes. Basic knowledge of customer service: Customer service outsourcing customer service is already in place, and there is no need to do temporary training.
3. Store online cooperation.
After the training period, the customer service assessment is on, and the customer service can independently go online after passing the training assessment, and the early problems after the online will be communicated in detail in the work group.
Third, after cooperation
1. Formal cooperation.
The customer service manager of the outsourcing customer service provider has reminded that if the store owner is not satisfied with the outsourced customer service staff during the trial period, the store owner can choose the outsourcer to replace the customer service staff, or choose to cancel the cooperation, at this time, the outsourcer will deduct the service fee of the customer service in the past few days, and return the remaining deposit to the store owner;If both parties are satisfied with the probationary period, then the store will have to pay the outsourcer the corresponding service fee according to the contract.
2. Charge service fees.
After the outsourcing work is carried out normally, Party B's service provider will charge customer service fees according to the cycle, and most service providers will settle the service fees of the previous month at the beginning of the next month.
3. Customer service data monitoring and reporting.
The customer service data in the service process can be viewed and monitored directly through the customer service performance software, such as the performance of famous customer service products, and Party A can also require Party B to report the customer service data on a periodic basis, and the reported data will generally be in the form of reports.
The above is the basic process of Tmall** customer service outsourcing, which is introduced to you today, the process is not complicated, the store owner only needs to inspect the situation of the outsourcer in the early stage, choose a formal company to cooperate, and directly supervise the effect in the later stage.