天猫超市客服标准操作手册更新日期：2012-4-16版本：V2.0目录一、业务流程及业务操作1、扣单问题…………………………………………………………………………………………………………………………………………………………52、发票问题…………………………………………………………………………………………………………………………………………………………113、包裹少件问题……………………………………………………………………………………………………………………………………………………174、货品损坏…………………………………………………………………………………………………………………………………………………………215、货品不符…………………………………………………………………………………………………………………………………………………………256、已发货未签收问题………………………………………………………………………………………………………………………………………………297、价格问题…………………………………………………………………………………………………………………………………………………………338、非正常签收问题…………………………………………………………………………………………………………………………………………………379、异常退货退款……………………………………………………………………………………………………………………………………………………4010、正常退货退款…………………………………………………………………………………………………………………………………………………..4311、重拍流程…………………………………………………………………………………………………………………………………………………………4712、投诉升级流程…………………………………………………………………………………………………………………………………………………..5013、发货跟踪流程…………………………………………………………………………………………………………………………………………………..5414、拒收、取消配送………………………………………………………………………………………………………………………………………………..57二、主动服务类工作1、评价解释…………………………………………………………………………………………………………………………………………………………602、订单跟踪2.1扣单…………………………………………………………………………………………………………………………………………………………612.2超卖订单…………………………………………………………………………………………………………………………………………………….622.3发货跟踪…………………………………………………………………………………………………………………………………………………….622.4已发货未签收……………………………………………………………………………………………………………………………………………....632.5完结率跟踪………………………………………………………………………………………………………………………………………………….643、重拍订单…………………………………………………………………………………………………………………………………………………………654、差异化跟踪………………………………………………………………………………………………………………………………………………………655、客户关怀机制5.1差异化客户增值服务………………………………………………………………………………………………………………………………………665.2客户满意度调查…………………………………………………………………………………………………………………………………………675.3定期礼品随机派送………………………………………………………………………………………………………………………………………68一、业务...
