淘宝客服服务白皮书（2011正式版）.pdf

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1、淘宝客服服务白皮书客服绩效与服务参考指南淘宝网商家事业部-旺旺卖家版团队·出品2011/12淘宝客服服务白皮书2011版目录1.白皮书背景...................................................................................................................................31.1研究背景...................................................

2、.........................................................................31.2报告方法............................................................................................................................41.2.1研究方法............................................

3、.....................................................................41.2.2报告方法.................................................................................................................41.3样本说明...........................................................

4、.................................................................61.3.1原始样本.................................................................................................................61.3.2验证样本.............................................................

5、....................................................61.4概念定义............................................................................................................................72.简报摘要....................................................................

6、...................................................................83.行业现状.......................................................................................................................................93.1行业分层..........................................

7、..................................................................................93.2顶级卖家现状..................................................................................................................103.2.1顶级卖家的客服在做什么...................................

8、................................................103.2.2顶级卖家的客服遇到了什么问题.......................................................................113.3存在问题......................................