电商平台售前售后员工培训————————————————————————————————作者：————————————————————————————————日期：员工培训——流程篇目录售前服务流程...................................................................................................................................1一、目的：.......................................................................................................................1二、适用范围：...............................................................................................................1三、操作要点：...............................................................................................................1售后服务流程...................................................................................................................3一、目的：.......................................................................................................................3二、适用范围：...............................................................................................................3三、操作要点：...............................................................................................................3售中服务流程...................................................................................................................................6一、目的：.......................................................................................................................6二、适用范围：...............................................................................................................6三、操作要点：...............................................................................................................6中差评服务流程...............................................................................................................................8一、目的：.......................................................................................................................8二、适用范围：...............................................................................................................8三、操作要点：...............................................................................................................8退换货流程.....................................................................................................................................10一、目的：.....................................................................................................................10二、适用范围：.............................................................................................................10三、操作要点.................................................................................................................10售前服务流程一、目的：规范客服售前服务流程与标准话术，提高客服专业素质与顾客购物满意度，减少售后纠纷。二、适用范围：电商客户服务/分销商。三、操作要点：1.流程周期：4天。2.涉及部门：顾客、客服。3.确认方式：旺旺聊天。4.提起部门：CRM组最终审批人：5.流程简图：6、流程说明：1）A1:顾客/分销商：进店咨询2）A2:客服：招呼问候。（客服设定自动问候回复语，买家进店可以第一时间问候。）3）A3:客服：引导答疑。（客服根据掌握的知识回答顾客的提问，并主动介绍产品。）4）A4:客服：产品推荐。（客服根据顾客的聊天信息，判断需求，推荐合适的商品和促销活动）5...
