淘宝客服绩效考核标准2016讲述.doc

淘宝客服绩效考核说明 目录 1 绩效考核的定义 .............................................................................................................................2 2 具体细节要求 .................................................................................................................................2 3 考核方案 .........................................................................................................................................3 3.1 售前客服..............................................................................................................................3 3.2 售后客服..............................................................................................................................3 4 考核指标权重 .................................................................................................................................4 4.1 售前客服..............................................................................................................................4 4.2 售后客服..............................................................................................................................5 5 内部晋升机制与薪酬计算 .............................................................................................................6 5.1 个人......................................................................................................................................6 5.1.1 售前客服...........................................................................................................................6 5.1.2 售后客服...........................................................................................................................6 5.2 团队......................................................................................................................................6 6 考核范例（以小林为例） .............................................................................................................7 1  1 绩效考核的定义 绩效考核是卖家针对企业内/店铺内客服员工，对其不同类型和岗位的工作职责，制定 相应的工作方法与