How to get started and improve community operation?

I know this very well! Come with me. I'll take you to play community operation! In terms of community operation, my current consulting fee is 500,000 yuan/year, and the paid group members exceed 1 10,000+,covering 24 cities and 300+ communities in China. At the same time, he is responsible for the closed-door meeting of traffic management in March next year, bringing together outstanding people in various segments of traffic management. In two years, there were more than 200 people on site, and the company's revenue exceeded 100 million, exceeding 26%. Getting started with community operation is very simple, but the most important thing is to constantly sum up the details in practice and establish a set of SOP of your own. Today, I will tell you the story of the students, how to deal with and deal with unexpected situations in the community in practice, and how to reflect again. Remember to like the collection for easy review. 1, the rules of the group have not been reached repeatedly, and some students joined a paid learning group without knowing the background of the rule community. They will refund all the deposit after punching in the time limit, which is equivalent to free study in 0 yuan. Before the daily punch-in, the risk source needs to complete a big job in order to be completed and refunded. However, this policy seems to have been repeatedly reminded by administrators in recent days, including in large groups and private chats, but many students in the group still don't know much about this matter. Some students have already finished it and have been told many times. Some unsuspecting students said in the group that the system was not perfect, and there was too little time for everyone to finish their homework. They began to complain about community operators in the group, while some students had finished punching in advance. Seeing the complaints about operators in the group, the two sides quarreled in the group. The handling method was uncoordinated by the community operators, and they also stressed that they had reminded everyone many times. Finally, everyone quarreled. The improved method can establish a pre-punching mechanism, and repeatedly emphasize this matter in the camp opening and daily operation, otherwise it is easy to make people think that the operator deliberately prevents everyone from completing the big homework. Just like oranges, every time you punch in, you will be reminded that you have to complete the required homework before you can get the certificate. When you are near the end of punching in, you will start to remind you repeatedly in the group. The operator of migration reflection must avoid one thing: don't think that everyone knows it once, and don't think that everyone remembers it once, especially when it comes to major issues such as refund and license collection. We must emphasize repeatedly and integrate this emphasis into the system design of products, so that this very important information can penetrate into everyone's bone marrow, which can greatly enhance the product experience. 2. Competing companies entered the experience class in large numbers, pretending to be teachers and friends to drain the community background during the epidemic. They put in a large number of public platforms to drain the 0 yuan experience class, and the cost of obtaining public traffic was also high. Competing companies at the source of risk use a large number of micro-signals to sign up for experience classes to enter the community. The intensification of the situation, after people almost entered together, suddenly a large number of screens pushed business cards, pretending to be teachers, guiding and adding friends to drain. Processing method: 1. First, kick out a large number of people who have swiped business cards. 2. The operation team came out to clarify the main official personnel, as shown in the screenshot. 3. appease users and do a good job in brand maintenance. 4. In addition, remind users that no other official will add friends by private letter except the above official, and some can report to the official. 5. Remind the group rules again, and it is everyone's responsibility to maintain a good learning atmosphere. Reflection 1. Synchronize such events to all operators and take risk response measures. 2. Study the similarity of people who return business cards by swiping the screen, set up a blacklist of keywords to eliminate them, and avoid risks as soon as possible. 3. Newcomers complain about the course and upgrade the negative speech community background in the group. Needle carving beauty training camp was established nearly half a year ago. Most of the students in the group are loyal fans of Mr. Wang, and their daily activities are average. They mainly share the practical effects and cases of Chinese medicine needle carving technology after learning, as well as the operation methods and key points. The source of the risk is a freshman who listened to Mr. Wang's class in the live broadcast room, complaining that the teacher said there was no dry goods, and that he didn't give courseware and couldn't understand what the teacher said. In the comment area of the live broadcast room, various complaints began, and negative remarks came one after another. Intensifying the situation, the teacher lost his temper in the live broadcast room and sent the students back directly. Then the student continued to complain and escalated negative remarks in the community. Finally, the teacher took the students out of the group directly. Then the students found the official customer service of our platform and began to complain and complain. Processing method: 1. Arrange the class teacher in the live broadcast room to explain the situation to the students one-on-one as customer service and listen to their complaints slowly; 2. At the same time, when the students' mood has eased, it shows that the teacher actually said that all three needles are dry goods in the live broadcast room, and PPT is not given to everyone because Mr. Wang hopes that everyone can listen carefully and follow the class; 3. Through the patient explanation of the class teacher, the students also let it go, and we will also comfort the lecturer; Finally, I will ask the class teacher to give this student some benefits, so that he can let go of this unpleasant knot, learn something on our platform and study happily. 4. The product is damaged, and the customer is dissatisfied with the community background-product+welfare comprehensive community. The community goal is mainly the owner of the terminal store. The situation has intensified 1. The product is damaged (actually not a quality problem), and the warehouse did not check it clearly before delivery. 2. The products received by customers did not achieve the expected results, which further intensified the customer's psychology, causing customers to take photos directly and feed them back to the group, causing adverse effects. Handling method: 1. Respond to customers in the group, relieve customers' inner psychology, take the initiative to apologize and admit that it is a mistake in our work; 2. Take the initiative to send private messages to customers, and we will bear the return and freight, and send new products to customers; 3. Give customers coupon compensation. 5. This course attaches importance to practical exercises, and students' participation is low. Community Background Portraits and Needs of Community Users of Tea Learning Group: 1. Xiaobai users who love tea: I like drinking tea, but I don't know how to make tea. Identification of tea. Brewing skills. 2. Tea lovers: tea tasting skills. Tea lovers are all in the same circle. 3. Practitioners in the tea industry: tea tasting skills are improved, tea supply chain, and tea friends are in the same circle. The source of risk is 1. Brewing method pays attention to practical exercises and network teaching, and students' participation is not high; 2. The completion rate of students' homework is not high. In the increasingly fierce situation, students' participation is not high, and it is easy to give up halfway. Treatment method 1. Set up outstanding students and reward tutors for one-on-one consultation; 2. Combining online and offline, the basic course content is previewed online and auditioned in advance. The course is broadcast live once a week for three students to answer questions, and the students' questions are collected in advance and answered once a week. 6. Insufficient operation and low student participation. Community background 1. Students advertise in the group and negative pictures and remarks unrelated to the community. 2. Students are not active in homework. The source of risk is 1. Do not explain the rules, do not charge a deposit as the bottom line, resulting in benign binding force. 2. Lack of community operators who contact students quantitatively and regularly. The situation has intensified 1. Some students will feel that their attention is consumed and automatically quit the group, resulting in a bad reputation. 2. The low punch rate in the whole camp affects the growth of the community. Treatment method 1. Setting a deposit before joining the group means that the deposit is confiscated for the first time and the group is held again. 2. Set up a group for every 15 people in the group and set up three group leaders to remind students to punch in. 7. Students are not enthusiastic and question the course content. Students are not active in learning community background. Teaching assistants privately question the content of the course, don't understand the logic of the course setting, think it is not helpful to them, and express their ideas in the homework area, which has a negative impact on the product. The source of risk is 1. Students didn't know the courses in the training camp carefully before signing up for classes, and didn't consider what problems they wanted to solve through study. 2. In the process of transforming students, the battalion commander lacks in-depth communication with students and does not recommend courses according to students' problems. The situation has intensified 1. The student's doubts about the product spread in the workplace, which affected the enthusiasm of other students and made some people doubt the product. 2. It will lead to the refund of fees and have a negative impact on the brand's reputation. How to deal with it: first, talk privately to appease the study, then understand the students' confusion and confusion, and then explain the course arrangement in detail. If students' needs match the curriculum, it is suggested to continue or postpone the study and focus on it. If not, it is recommended to refund the fee. 8. There is no threshold for joining the group, and the background of the community in the group is gradually quiet. A group of blockchain enthusiasts are also senior investors. In line with the initial intention of popularizing blockchain knowledge, they lead friends who want to enter the industry to learn more and avoid the pit of investment. Arrange 2-3 sharing meetings every week. The sharing content mainly includes the investor's investment experience, investment experience and professional knowledge explanation. Risk sources do not screen people who join the group. It takes a lot of manpower and material resources to be a human figure after joining the group. This process is really too difficult. Why is portrait so important? The personnel structure of the group has not been set. When a group of people come in, you don't know how much white, technical experts, theoretical experts and half a bucket of water account for, which affects the design of the stadium. The strengthening of the course is not attractive, and there are fewer and fewer people bubbling in the group and gradually become silent. In the process of using therapeutic methods, group members are gradually grouped, then grouped, or not grouped, so we should pull different levels into a new group at a higher level, keep learning, and constantly create value to attract him. 9. On the day of the camp meeting, the students expressed dissatisfaction with community background teaching photography. The WeChat group mainly focused on interactive discussion and exchange, and the lecture was held in Little Goose Pass. On the day when the risk source closed, all the students were speaking, but some students would have their own dissatisfied ideas and express them in the group; Once some bad comments appear at key nodes, it will drive other students' emotions, and then some imperfections in our community will be amplified and affect word of mouth. In the group of nearly 500 people, all the students are actively expressing their opinions at the peak, and at this time, students with unstable emotions can easily express their objections, thus leaving some bad reputation for the club and may even affect future enrollment. Treatment method 1. The first time to appease the students who commented, talk privately to understand the psychological state behind TA; 2. The operating officer will immediately throw out some good topics that are easy to drive everyone's atmosphere, guide everyone to discuss other topics and distract everyone's attention; 3. Seek the help of team TA members to help things get a satisfactory solution. 10, the community operation is not in the same frequency, and the group often sends advertisements to link the community to buy self-study courses in the background and then join the learning group to communicate and solve curriculum problems in the community. Improve users' satisfaction with the course, and then continue other courses. The source of risk is 1. Activate community users in the early stage and share tips every day (in the form of small videos, tweets, etc. ), and the user's questions have been answered positively in the group, which leads to the user's questions changing from in-class to out-of-class, that is, work problems; 2. There are many problems and strong repeatability; 3. There are often various links, puzzles and fission links in the community; The problem of intensification has changed from a curriculum problem to an extracurricular problem, and users have a natural psychology. When the work is too busy to solve, the user repeatedly @ every staff member. Treatment method 1. Find a part-time job to help watch the tour and solve the problem in time; 2. Set group rules: inform users of extracurricular problems in advance, help them as much as possible, reduce users' high expectations, and prohibit mass sending of links about fission; 3. Collect and create a question base, classify and share the questions; 4. For users who send links in the group, warn them for the first time, move out of the group chat for the second time, and then enter the new group after a while. The so-called diligence means that experts constantly sum up their own experience from practice. Now I have given you all these experiences, and I sincerely hope I can help you. Of course, if you have any questions about the operation of the community, please come and ask me and leave a message in the comment area. I will try my best to answer your question.