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Jingdong book

淘宝网店运营实用教程客服篇

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Jingdong book

淘宝网店运营实用教程客服篇

Name: 淘宝网店运营实用教程 客服篇
Brand: Jingdong book
SKU: 3102019461
Price: 25.46 USD
Availability: OutOfStock

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本书特点：
所谓百艺通不如一艺精，淘宝网店运营虽然涉及门类广泛，但实际工作中通常是专业人员各司其职，培训时也是按照不同的工作性质区分教学的。本书是根据淘宝网店运营培训实际需要，倾力打造的就业型培训教材。
配套教学：
本书配有PPT教学大纲，方便培训机构参考使用。
针对人群：
淘宝网店运营类培训的教辅用书，初学者的入门自学书，以及企业内部员工培训的参考书等。

Content Description

《淘宝网店运营实用教程客服篇》以电子商务大环境为背景，以顾客体验为切入点，力图将零基础的客服人员培养成网店必不可少的专业人士。
《淘宝网店运营实用教程客服篇》共分为7章，以顾客的购物流程为主线，将客服工作对应顾客需求进行细分，并逐一进行讲解。第1章和第2章为客服工作的前期准备，主要讲解了客服工作的基本概念和顾客购买心理学等知识；第3章和第4章是本书的重点，分别讲解了顾客在售前和售后流程中所需要的客服服务，从而引出客服售前和售后工作的具体操作步骤和应对技巧；第5章讲解了数据指标对客服工作的检验与考察；第6章和第7章讲解了客户关系的维护和客服管理的技巧。
《淘宝网店运营实用教程客服篇》附带PPT教学大纲，扫描封底“资源下载”二维码，即可获得下载方法。如需资源下载技术支持，请致函szys@ptpress.com.cn。
《淘宝网店运营实用教程客服篇》循序渐进、条理清晰，搜集了许多客服知识的“干货”，以大量实例为基础进行讲解，可作为高等院校相关课程的教材，也可供广大电商参考。

Author Description

电商运营研究室
由一支优良的平面设计师与图形图像知名编辑队伍组成。出版过众多优良的图形图像方面的专业书籍，不仅在国内处于领先地位，还有大量作品输出过海外版权，备受读者青睐。在课程教材方面，由于他们拥有多年教育培训的经验，因此十分了解初学读者的心理需求，从而研究出了一套行之有效的教学方法。

Catalogue

第1章了解电子商务中的客服体验 9
1．1电子商务的发展现状及发展趋势10
1．2了解网店客服12
1．2．1网店客服的定义12
1．2．2顾客对客服的期望13
1．2．3网店客服对客户体验的影响15
1．3网店客服的工作流程16
1．3．1售前客服的工作流程16
1．3．2售中客服的工作流程17
1．3．3售后客服的工作流程18
第2章读懂客户心思19
2．1客户的心理变化过程20
2．2了解八大客户心理及应对措施20
2．2．1求实心理21
2．2．2求美心理23
2．2．3求名心理24
2．2．4求速心理25
2．2．5求廉心理26
2．2．6求同心理27
2．2．7求惯心理28
2．2．8求安心理29
2．3不同消费群体的心理差异31
2．3．1按照年龄进行划分31
2．3．2按照性别进行划分33
第3章给顾客完美的售前体验37
3．1了解淘宝购物售前流程38
3．2服务态度体验38
3．2．1热情39
3．2．2礼貌42
3．2．3耐心43
3．2．4尊重45
3．3客服专业性体验47
3．3．1商品专业知识48
3．3．2商品的周边知识掌握54
3．3．3同类产品的了解56
3．4选择体验57
3．4．1对产品的推荐57
3．4．2对产品的搭配60
3．5议价优惠体验64
3．5．1抹零体验64
3．5．2优惠券体验64
3．5．3赠品体验65
3．5．4返现体验65
3．6商品支付体验66
3．6．1确定顾客信息66
3．6．2了解交易支付类型67
第4章给顾客满意的售后体验69
4．1了解淘宝购物的售后流程70
4．2物流告知体验71
4．2．1物流公司的选择71
4．2．2为商品打包72
4．2．3及时发货73
4．2．4短信及时通知发货、配送、签收74
4．3主动询问体验75
4．3．1主动询问顾客的商品使用情况75
4．3．2及时反馈信息并做出调整76
4．4积极应对纠纷体验76
4．4．1完善售后服务的标准流程77
4．4．2分析纠纷原因78
4．4．3处理纠纷的流程85
4．5好评回复体验90
4．5．1如何快速地好评回复90
4．5．2寻找中、差评原因91
4．5．3致电顾客修改中差评的技巧95
4．5．4增加商品的好评率98
第5章读懂这些数据101
5．1询单转化率102
5．1．1坚定顾客的购买意愿102
5．1．2紧跟客户完成付款108
5．2客单价110
5．2．1诱发顾客的购买需求111
5．2．2合理的搭配销售113
5．2．3适当推荐高价位的新产品116
5．3旺旺响应速度118
5．4商品退款率122
5．4．1商品退款的原因122
5．4．2降低商品退款率的弥补措施124
第6章用心经营客户关系127
6．1维护客户关系128
6．1．1维护客户关系的重要性128
6．1．2学会主动营销130
6．1．3不要把服务做成骚扰133
6．1．4永远不要有报复心理133
6．2搭建客户互动平台134
6．2．1旺旺群交流134
6．2．2老客户的QQ群建立135
6．2．3微信平台的使用136
6．2．4微博分享奖励137
6．2．5促进店铺收藏量138
6．3区分客户等级139
6．3．1划分优质客户和劣质客户139
6．3．2VIP客户的设置140
6．4打造客户忠诚度142
6．4．1从满意度到忠诚度142
6．4．2培养顾客忠诚度的最佳途径144
6．5记录最详细的客户信息145
6．5．1客户信息维护的平台146
6．5．2客户信息的及时更新147
6．6成为朋友，分享生活乐趣148
第7章搭建客服团队149
7．1客服的招聘150
7．1．1确定网店客服的工作模式150
7．1．2客服招聘流程151
7．1．3团队组织框架的搭建152
7．2客服的培训154
7．2．1网店基本制度的培训154
7．2．2知识技能的培训156
7．2．3价值观的培训157
7．3客服的激励机制157
7．3．1竞争机制158
7．3．2晋升机制159
7．3．3奖惩机制160
7．3．4监督机制162
7．4客服的考核163

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淘宝网店运营实用教程 客服篇

淘宝网店运营实用教程客服篇