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Exclusive Interview With Footwear B2C Faucet -- Telecom Shoes Call Center Strategy

2010/8/24 10:11:00 86

On August 24th, when it comes to the service attitude of online shopping customer service, most people will think of it at the first time.

Shoe net

After the establishment of the call center of the shoe net, its pre-sale and after-sales service has enjoyed very high honor in the industry.

In this regard, the reporter came to Shishi shoe net company to do an interview.

"The shoe net receives one thousand to three thousand telephones and electronics every day.

mail

We do each time.

Telephone

Or mail exchange is regarded as the opportunity to make the shoe net call center a "best customer service" and a "customer experience" pronoun.

In order to enhance the credibility of customer satisfaction rather than reduce costs as much as possible for the purpose of operating the call center, so that our call center is different.

"Most call centers use the so-called" average processing time "indicators to measure employee performance, and focus on the number of calls per customer service person receives a day, C said.

In this way, the customer service personnel are eager to end the conversation with customers, and the best customer experience is impossible.

In order to increase revenue, most call centers will teach customer service staff some kinds of stereotypes, asking them to read the product to sell extra products to customers. Although this practice can get short-term benefits for the company, it will also affect the future development of the company. "

Miss Zhang told reporters, "the shoe net does not measure the performance of the customer service staff by the time of the call, nor does it require them to serve the customers.

Promote

Products.

We only value the customer service staff to do their best to serve the customers.

We believe that employees can find the best way of customer service, so we do not prepare for them how to deal with customers' stereotypes.

We hope that every customer service personnel can show real personality when handling each phone, so as to establish personal emotional connection with customers.

"There is another example to illustrate how to use the phone as a brand operation tool.

If we do not have a specific type of shoes that customers need, then each of our trained customer service personnel will find information about at least three competitors' websites, and directly guide customers into competitors' websites after finding suitable information.

This will obviously let us lose our business, but trying to make every single business is not our goal.

On the contrary, we try to use every telephone communication to establish a long-term customer relationship with every customer. "

For the shoe net customer service personnel to the mouth fat for people, the reporter said very shocked.

At the same time, I also deeply respect the big mind and selfless spirit of the shoe net.

"If your shop does not have what customers want, it will be like staying idle.

If you are willing to help introduce competitors' online stores, give customers the products they want, then customers will be grateful. The name of your shop will also leave a very deep impression on customers.

Miss Zhang finally explained.

"A lot of people are wondering why the shoe net as a B2C e-commerce pays so much attention to the phone means. We find that every customer will give us a call at least once in their lives. We just want to use this opportunity to leave the customers with a permanent recollection of the shoe net, so that they feel that they need to buy shoes. The first thing I think of is to shoot a shoe net."

"Another part of the shoe net call center manager Xie told reporters," moreover, most of our phone calls are not immediately converted into orders. Sometimes customers call the shoe net call center because they are the first time to return the goods, so they need some help to complete the whole return process. Sometimes customers just call on customers to provide them with some fashionable brand style suggestions.

Finally, the unification of Miss Lee and Miss Zhang from the shoe net call center concluded that if the call center did not prepare for the staff, it would authorize them to make decisions that would help improve the brand no matter what the situation was. Although it would lose short profits, the future return would be immeasurable.