> For the complete documentation index, see [llms.txt](https://seller.akaric.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://seller.akaric.com/ji-dian-gui-ze/biao-xian-li/fu-wu-li-biao-xian.md).

# 服務力表現

### **一、服務力定義**

服務力是指商店在AKARIC購物網中，透過「聊聊」功能與顧客溝通的表現，以及商店在商品評價中回覆評論的用詞適當性。

「聊聊」作為商店和客戶溝通的渠道，包含回應速度、頻率、用詞適當性，並且涉及商店如何處理私下出價等行為。服務力的高低直接影響商店的顧客滿意度及銷售表現。

### **二、**服務力計點標準

1. **商品評論中使用不當言辭**

   包含人身攻擊、洩漏個資或與商品無關的評論等，每次計 2 點。
2. **主動引導客人取消訂單**

   每次計 2 點。
3. **平台通知逾時未回覆**

   商店須在一個工作天內回應，若未回覆，每次計 2 點。
4. **未在 1 個工作天內實質答覆問題**

   每次計 1 點。
5. **保固商品拒絕提供維修服務或替代方案**

   視情節每次計 3 \~ 6 點。
6. **產品回收時商店拒絕退款**

   視情節每次計 3 \~ 6 點。
7. **商店介紹、商品介紹、聊聊過程或評價中置入導外資訊**

   視情節每次計 3 \~ 6 點。
8. **不當手法累積不實評價**

   視情節每次計 3 \~ 6 點，詳情請參閱[評價規範](/ji-dian-gui-ze/shang-pin-xiang-guan/shang-jia-gui-fan/wei-fan-shang-jia-gui-fan/ping-jia-gui-fan-yuan-ze.md)評價。
9. **個資不慎外流**

   例如包裹內含他人資料，每次計 3 \~ 6 點。
10. **拒絕賠償顧客因商品或服務而受到的人身、財產損害**

    每次計 6 \~ 9 點。
11. **自買自賣行為**

    每次計 3 \~ 6 點。


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