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Xiaohongshu customer service agent operation service standards!
Xiaohongshu customer service agent operation service standards!
php editor Xigua Xiaohongshu customer service agent operation service standard provides users with professional and efficient customer service, helping brand building and user interaction. Through Xiaohongshu customer service agency operation services, enterprises can achieve accurate and timely communication and interaction, and improve user satisfaction and loyalty. Service standards include quick response, personalized reply, problem solving, after-sales follow-up and other links to ensure that user needs are effectively met. Choosing professional Xiaohongshu customer service and operation services will bring more business opportunities and user reputation to the brand.
Chapter 1 General Provisions
In order to improve consumers’ shopping experience, in accordance with the "Xiaohongshu Store Service Agreement", "Xiaohongshu Third-Party Merchant Management General Principles" and "Xiaohongshu Merchant "Customer Service Management Rules" and other relevant platform regulations have formulated this standard.
Xiaohongshu customer service agency operation service refers to Xiaohongshu’s official customer service team or a customer service team directly managed by Xiaohongshu. It solves consumer problems for merchants in accordance with established processes and principles to improve consumers’ Shopping experience service model.
Chapter 2 Service Overview
Article 3 Service hours: Monday to Sunday 08:00-24:00. In case of major promotions, the platform will appropriately extend the service hours of the day.
Article 4 Supported language and text: Chinese (Mandarin)
Article 5 Service form: Support first-line online consultation, second-line work order service and public opinion arbitration service.
Chapter 3 Service Standards and Fees
Article 6 Xiaohongshu customer service operation service charging method is deducted from the sales of merchant stores, and the specific settlement rules announced by the platform shall prevail. .
Article 7 Xiaohongshu customer service agency operation service fee calculation method is as follows:
Chapter 4 Xiaohongshu agency operation service management process
Article 8 Xiaohongshu customer service can arrange for personnel to travel to other places at the request of the merchant, and the merchant should pay the relevant travel expenses. If the business trip is arranged by Xiaohongshu customer service, it will be the responsibility of Xiaohongshu customer service.
Article 9 Xiaohongshu customer service is responsible for sorting out store rules and procedures, and conducting business training and basic training for customer service personnel. Xiaohongshu’s after-sales customer service handles order after-sales inquiries in accordance with various management rules issued by the Xiaohongshu platform under the “Rules Center-Consumer Protection”.
Article 10 Xiaohongshu customer service is responsible for the performance management, on-the-job training, quality inspection monitoring and service process improvement of its personnel.
Article 11 Xiaohongshu customer service should ensure that the customer service representatives have a friendly service attitude and friendly tone, accurately introduce the business situation and various businesses to customers, and do a good job in customer consultation and reception carefully and patiently, and try their best to provide customers with the best service. When customers solve problems, they must not shirk or refuse to solve the problem without justifiable reasons.
Article 12 If there are problems related to logistics abnormalities, payment disputes (including but not limited to overtime non-refund, etc.), product disputes (including but not limited to quality issues/returns and exchanges, etc.) for merchant orders, after If Xiaohongshu customer service determines that it is necessary to collect relevant vouchers, descriptions and other information and cannot handle it on its behalf, it will feedback the upgrade work order to the merchant to check the solution, and negotiate with the user based on the merchant's reply in the work order.
Chapter 5 Merchant Responsibilities
Article 13 Due to merchant reasons (including but not limited to: failure to process customer service upgrade work orders in a timely manner, no solutions/invalid replies to work orders, etc.), If Xiaohongshu customer service is unable to handle consumer inquiries or Xiaohongshu customer service's publicity or reply to consumers is inconsistent with the actual situation, the merchant shall be responsible for any losses incurred.
Article 14 Due to merchant reasons (including but not limited to: failure to process customer service upgrade work orders in a timely manner, work order replies without solutions/invalid replies, etc.), in order to ensure user experience, customer service has the right to follow the platform rules Prioritize handling of user issues, any losses incurred will be borne by the merchant;
Article 15 For product-related inquiries, Xiaohongshu customer service will answer the questions based on the detailed information of the product. If this causes user claims, complaints, regulatory penalties and other risks or liabilities, the merchant shall bear them. Xiaohongshu will not assume no responsibility.
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