客戶服務與管理
張磊
- 出版商: 電子工業
- 出版日期: 2025-04-01
- 售價: $239
- 語言: 簡體中文
- 頁數: 124
- ISBN: 7121502046
- ISBN-13: 9787121502040
-
相關分類:
電子商務 E-commerce
下單後立即進貨 (約4週~6週)
商品描述
本書由校企合作開發編寫，以實際企業崗位運營為導向，面向電子商務企業客戶服務崗位進行工作任務分析和職業能力分析。本書依據“工作項目→典型工作任務→崗位技能要求→相關知識”邏輯主線，將內容分解為各個工作任務，並以具體的電商平臺、商品及業務類型作為工作任務載體，完成工作任務所需要的理論知識和實踐技能分析。本書共包含6 個項目，從“走進客戶服務與管理、網店客服崗前準備”，到“做好客戶接待和溝通、完善售後服務、管理客戶關系”，並結合行業發展趨勢，最後重點介紹“客戶服務發展”，內容邏輯清晰、條理分明，同時具有很強的指導性和可操作性。
目錄大綱
項目一 走進客戶服務與管理 ················································································.1
任務1 認識客戶服務 ·················································································.3
任務2 認識客戶管理 ················································································.11
【同步實訓】 ···························································································.15
【項目小結】 ···························································································.15
【同步測試】 ···························································································.15
項目二 網店客服崗前準備 ·················································································.17
任務1 網店客服的知識儲備 ·······································································.18
任務2 網店客服崗位操作技能 ····································································.27
【同步實訓】 ···························································································.43
【項目小結】 ···························································································.44
【同步測試】 ···························································································.44
項目三 做好客戶接待和溝通 ··············································································.46
任務1 規範的客服接待流程 ·······································································.47
任務2 提高付款轉化率 ·············································································.64
【同步實訓】 ···························································································.66
【項目小結】 ···························································································.67
【同步練習】 ···························································································.68
項目四 完善售後服務 ·······················································································.69
任務1 了解售後服務 ················································································.70
任務2 處理客戶糾紛與投訴 ·······································································.75
【同步實訓】 ···························································································.80
【項目小結】 ···························································································.80
【同步測試】 ···························································································.80
項目五 管理客戶關系 ·······················································································.82
任務1 建立客戶數據庫 ·············································································.83
任務2 做好客戶關懷 ················································································.86
任務3 搭建互動營銷平臺 ··········································································.92
項目一 走進客戶服務與管理 ················································································.1
任務1 認識客戶服務 ·················································································.3
任務2 認識客戶管理 ················································································.11
【同步實訓】 ···························································································.15
【項目小結】 ···························································································.15
【同步測試】 ···························································································.15
項目二 網店客服崗前準備 ·················································································.17
任務1 網店客服的知識儲備 ·······································································.18
任務2 網店客服崗位操作技能 ····································································.27
【同步實訓】 ···························································································.43
【項目小結】 ···························································································.44
【同步測試】 ···························································································.44
項目三 做好客戶接待和溝通 ··············································································.46
任務1 規範的客服接待流程 ·······································································.47
任務2 提高付款轉化率 ·············································································.64
【同步實訓】 ···························································································.66
【項目小結】 ···························································································.67
【同步練習】 ···························································································.68
項目四 完善售後服務 ·······················································································.69
任務1 了解售後服務 ················································································.70
任務2 處理客戶糾紛與投訴 ·······································································.75
【同步實訓】 ···························································································.80
【項目小結】 ···························································································.80
【同步測試】 ···························································································.80
項目五 管理客戶關系 ·······················································································.82
任務1 建立客戶數據庫 ·············································································.83
任務2 做好客戶關懷 ················································································.86
任務3 搭建互動營銷平臺 ··········································································.92
