GGS Channel Partner

GGS Customer Management Guideline 2.0

– F Y 2 3 P r oa c t i ve S e r v i c e C o ve r a g e
GGS Central Ops
2022.2
GGS Customer Management Guideline 2.0 – FY23 Proactive Service Achievement
Rate
Q：How to obtain 20 points for Proactive Service Coverage Rate?
• Evaluation Content*
1. Each customer should receive at least 1 effective service every 60d (email excluded/answered/complete service note), including
at least 1 one-on-one service diagnosis every 120d. (i.e. Each customer should receive at least 6 times of effective service, including
3 times of 1-on-1 service diagnosis each year)
• 2. Customer received service with the above frequency is marked “Y” , otherwise “N”
• Evaluation Method（In each performance-appraisal cycle, get “Y” in 6 continuous checkpoints.)
1. On the last calendar day of each month，an in-process inspection is performed. Each in-service customer is marked “Y” or “N”
based on their 60d effective service and 120d 1-on-1 service diagnosis status.
• 2. Every six months（S1: Sep. 30th, S2: Mar. 31st）, a final inspection is performed. Based on whether they get “Y” in 6 continuous
checkpoints, each customer, who is in-service that day, is marked “Y” or “N” as the final status of each performance-appraisal cycle.
𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏 𝒐𝒐𝒐𝒐 “𝒀𝒀𝒀 𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄 𝒊𝒊𝒊𝒊 𝒕𝒕𝒕𝒕𝒕𝒕𝒕𝒕 𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄
• 3. Calculation: Proactive Service Achievement Rate =
𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏𝒏 𝒐𝒐𝒐𝒐 𝒊𝒊𝒊𝒊−𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔𝒔 𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄 𝒂𝒂𝒂𝒂 𝒕𝒕𝒕𝒕𝒕𝒕 𝒐𝒐𝒐𝒐 𝒕𝒕𝒕𝒕𝒕𝒕 𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄𝒄

Checkpoint S1 Review Checkpoint S2 Review

Apr May Jun Jul Aug Sep Result Apr May Jun Jul Aug Sep Result
60d service Y Y Y N Y Y Y Y Y Y Y Y
Customer A N N
120d diagnosis Y Y Y Y Y Y Y Y N Y Y Y

60d service Y Y Y Y Y Y Y Y Y Y Y Y
Customer B Y Y
120d diagnosis Y Y Y Y Y Y Y Y Y Y Y Y
• Exemptions
1. Customers who have terminated their contracts during the assessment are not included in the calculation.
2. Customers who have subscribed to service less than 7 days, proactive service is not compulsory, and 1-on-1 service diagnoses are not compulsory
either for customers who have subscribed to service less than 3 months .
* Country teams can specify tailored operation indicators on the basis of the above minimum assessment indicators.
GGS CMG 2.0 – Requirements for Service Note & Customer Diagnosis SOP
1. Main Contact: Input an
A Service Note: 6 Key Points
accurate key contact. Add a new
contact if there is one.
2. Last Activity Date: A visit
shall be recorded on the same
1
day. A service note is ineffective
2 if the activity date is different
from the submitting date.
3
3. Subject/Result: Correctly
4 and honestly fills out the
methods
5 Explain the report/CRM data/service tasks; Check MA Product
4. Service Content :
Completely choose service tasks.
6 5. Expired Reason* : If a
customer refuses to renew,
record the reasons promptly.
6. Description: Detailed In & Out
e.g. In: The customer says few inquiries, low-quality buyers, few closed orders;
Out: Help the customer analyze products, buyers, and optimize marketing strategies. Provide
training on Inquiry Response. Schedule another visit on the fifth of next month.
B Service Diagnosis: 8
Steps
Step 1 Read Service Report/CRM data; do a prognosis on
customer‘s problems
Step 2 Explicit the purpose; prepare solutions in advance
Step 3 Invite customers in advance, learn about attendees’
information
Specifically prepare meeting details for different visiting purposes
and attendees’ designations
Step 4 Ask about customer‘s business performance;
identify the core appeal
Listen first, then identify problems and adjust the content accordingly.
Step 5 Check CRM & MA data
Operating Platform, Analytics, KWA performance (if used). List
problems and provide solutions.
Step 6 Check mini-site
Review shop decoration, company profile, product pages, etc.
Step 7 Provide solutions and operation plan; schedule next
meeting
Step 8 Honestly record a service note; remind the customer
to fill in the satisfaction survey
GGS CMG 2.0 – Service QC/Note Spot Check & Penalties

Violation Definition
A. Service Note/Service Diagnosis contents are not completed
B. Customer Complaints/Dissatisfaction: Customer complaint/
dissatisfaction is caused by channel’s service after follow-up confirmation,
for instance: 1. an unfulfilled obligation in GGS CMG 2.0; 2. Other problems
include but not limited to impropriate words/behaviors, impoliteness,
deceit.

C. Dishonest Note: A customer follow-up record that is concocted or is untrue after

follow-up confirmation.

Service Rectification/Penalties
• A: Alibaba.com has the right to regard it as an ineffective service/diagnosis if a
substandard service note is found in the spot check.
• B: Alibaba.com notices the Channel Partner to follow up customer complaints/
dissatisfactions and callback within 30 days. Alibaba.com will send a letter of rectification
if the problem is solved.
• C Level Penalties: Should any employee of a channel partner is found by both the Central
Ops team and Country teams to fabricate customer records, Alibaba.com will send a
notice on rectification in a given time period. If the channel partner receives such notice
twice, Alibaba.com has the right to impose penalties by deducting commissions (Proactive
Service Achievement Score = 0).
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