There are many friends who ask Xiangzi: ".How can we quickly and efficiently pull up the team and ensure the quality of service?In fact, it is not difficult to do this step.
Only any two of the following conditions need to be met:
First: the customer service itself has strong professional skills, has relevant post experience, and can get started quickly.
Second: develop a standardized process, visualize each step, and let them know what problems should be dealt with and how to do them
In fact, even if the customer service itself has relevant experience, each company is different, the framework is different, and the process is different. There are often self-defeating situations, so we must have our own process steps, in response to this problem, Xiangzi shares with you a list of process steps that you are using, so that you can quickly and efficiently complete the construction of process standards.
The courseware contains a pre-sales and after-sales warehouse module, covering a total of 30 process steps, as shown in the figure
The source file method is at the end of the article
1. Pre-sales problem scenario handling process
1.Consultation process (pre-sales reception).
2.Consultation process (event warm-up).
3.Standard pre-sales process (address modification).
4.Pre-sales standard process (consultation out of stock).
5.Pre-sale standard process (consultation and bargaining).
6.Pre-sales standard process (don't know how to reply to the process).
7.Consultation process (offline message cleaning).
8.Reissue Replacement registration steps
9.Customer questions (spreads).
10.Customer issues (threatened bad reviews).
11.Standard process after the sale (customer service related).
12.Out-of-stock handling process (simplicity).
13.It shows that the shipping courier has not been returned
14.The same issue occurs consecutively
15.Consult invoices
Second, the after-sales problem scene handling process.
16.Consultation process (after-sales).
17.Logistical problems (missing pieces, breakage, empty packages).
18.Logistical problems (interception failures).
19.Abnormal signature (showing that the receipt was not received).
20.Shipping exceptions (lost orders).
21.Abnormal transportation (logistics stalls).
22.Abnormal transportation (change of address).
23.After-sales feedback (product problems).
24.Follow-up of after-sales problems
25.Logistical anomalies have occurred many times
26.Escalation of major customer complaints (industrial and commercial complaints).
3. Warehouse problem scenario handling process.
27.Warehouse issues (timeout without pickup).
28.Warehouse problems (few pieces in the warehouse).
29.Warehouse issues (warehouse errors).
30.ERP system issues (not synced).
Process SpecificationsIntroduction to the courseware
This "Process Specification Encyclopedia" is a hard summary, what you see is what you get! The full text has a total of 30 process specification steps, covering common pre-sales, after-sales, warehouses, etc. Scene Processing Steps!
The courseware focuses on the process specification of work reception and after-sales processing, so that the customer service can quickly get started with the work and recognize the company's standardized process.
It is suitable for pre-sales, easy to quickly understand the processing steps and processes of each problem, and is highly recommended to the team leader or supervisor or above, for building a standardized team, improving work efficiency, and allowing new recruits to understand the workflow and standards as soon as possible to avoid violations or wrong operations!
The courseware has been used on the ground, don't worry about the practicality, the courseware content is not divided into product categories, it is the standard process of the industry, and if there is a difference in the special category, it can be used normally if there is a slight modification!!
Note:The file does not involve the company, the product, does not contain the logo, the source file format, you can edit!