Annual work plan for customer service 1
The first is to fully implement standardized management.
Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.
Two, the implementation of performance appraisal, improve service quality.
On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.
Third, strengthen the training and assessment system.
According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.
Fourth, establish a strict security system in combination with the actual situation of the community.
Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.
Five, improve daily management, carry out convenience work, improve household satisfaction.
Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.
Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.
According to the annual work plan, the focus of the recent work is:
1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.
2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.
3. Draw up a feasible scheme for charging temporary parking of vehicles.
4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.
5, according to the department plan to complete the training work of the month.
In the year of 20__, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.
Annual work plan for customer service II
This year is my third year as a property customer service in an office building. In order to make this year's work smoother than the previous two years and make me grow more than the previous two years, I am here to make this year's work plan, so that I can always have a direction to guide and advance in my future work.
First, serve the owner with a good service attitude.
As an office building property customer service, being able to work here for the third year shows that I am quite willing to do this job. To do customer service, whether it is our property customer service or other types of customer service, the core is to do a good job of service. What is the most important service? It's attitude. As a service person who has been doing property customer service for more than two years, I will work hard with a good service attitude as the primary indicator in this year's work. Only with a good service attitude can the work of property customer service be further carried out. Only with a good service attitude will the people we serve be willing to trust us.
Second, complete the work with meticulous spirit.
In the property customer service work, a good service attitude is the first, but meticulous spirit is also essential. Property work is trivial and complicated. Want to do a good job in property customer service, without meticulous spirit and good service attitude, just like having a beautiful appearance but no real backbone. In this year's work, I will also complete the work with meticulous spirit, so that there will be no mistakes in every link of the property work, and also let the clients of the property work feel that the property is very good and trustworthy, and they can ask for help when they encounter problems. Especially if there is no meticulous spirit, I really don't know how to win the "nail house" in those office buildings.
Third, supervise and manage with patient and meticulous actions.
As a 32-story office building with thousands of offices, the work of property customer service also needs patience and meticulous work. There is a lot of work that needs our property customer service to supervise and manage. First of all, I will negotiate and communicate with a good service attitude, and I will complete it with meticulous spirit. But in the whole process, I will take my patient and meticulous actions to ensure that our property can supervise and manage them without any mistakes. Pay special attention to some owners' home visits, letters and complaints. As property customers, if we don't take patient and meticulous actions to carry out our work, we are likely to lose our good service attitude and have unnecessary disputes with them. These are all things I need to avoid in my future work. I hope this work plan can make me "integrate knowledge with practice"!
Annual Work Plan for Customer Service 3
First, the good performance of this department this year.
(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.
After joining the customer service department of _ _ project, we found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.
(2) Take various forms and measures to consolidate and improve the level of property fees.
This year, the accumulated property fee is 65,438+0,000,000 yuan, and the collection rate is 7% higher than last year (the collection rate of property fee was 60% last year), and the overall fee level has been consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and low enthusiasm of car owners. Therefore, Lu Yu and door-to-door charging methods have been added to ensure that all customer service personnel charge at home every Saturday and Sunday. We strengthened communication with the owner, discussed the timing of charging, and ensured the efficiency of charging. Second, the charging measures are service-oriented and promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been an arduous task for the customer service department. Employees' enthusiasm for charging has always been low, and overtime fees will be added.
(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.
The bridge and information center of customer service department play a role in connecting the inside and outside, and the service level and quality of customer service personnel directly affect the overall work of customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that customer service personnel can maintain a good service image, strengthen language, etiquette, communication and problem-solving skills training of customer service personnel, and improve customer service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.
(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.
At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.
(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.
The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.
Second, the problems existing in the work of the department
Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.
(1) The staff's professional level and service quality are low.
Through the work and practice of the department for half a year, the service level of customer service staff is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.
(B) The performance growth level of property fees is not high.
Judging from the current charging level, there is still a certain gap compared with the average level of 75% in Beijing. The main problems are improper methods of urging fees, low enthusiasm of employees, problems left over from previous and daily services, and low overall service level of the project, among which the enthusiasm of employees and methods of urging fees are the main factors.
(3) The department management system and process are not perfect.
In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the system of staff management, service standard and operation flow is not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.
(four) the coordination and handling of the problem is not timely and inappropriate.
The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.
Three. 20__ Key points of work plan
In 20__ _, the key work of our department is to further raise the level of property fees by 4-7 percentage points on the basis of 19; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.
(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Annual Work Plan for Customer Service 4
First, the overall goal of after-sales,
"Optimize management and develop steadily."
Our achievements in the past 20 years are obvious to all. Despite the cold reception of Guangzhou's licensing policy, our after-sales performance still maintains a strong momentum. I believe that service is how to solve problems for customers in the most appropriate way. In order to repay activities, "if you want to do something well, you must sharpen your tools first". In order to better face the customer's problems, we are required to proceed from reality and put forward solutions to the problems, and finally serve the company's management and business objectives. It is suggested that the work in the new year can start from the following aspects:
(1) Improve after-sales team building. With a solid team, we can better face all kinds of problems that customers need to deal with, clarify the responsibilities of various departments, eliminate the vague concept of management responsibilities, clearly divide the responsibilities of various departments and positions, and serve the whole.
(2) Strengthen the daily management of after-sales service process. Service process is an important content of after-sales service, which is related to our business level, customers' praise and 4S shop's external professionalism. Generally speaking, we should strictly implement the process, regard following the process as a behavior habit, set high standards, change the after-sales service mode with behavior, and strive to change the new look. For workshop maintenance, in addition to technology, we should also pay attention to the communication with the front desk personnel, especially pay attention to the communication of the main problems in the three stages before maintenance, during maintenance and after maintenance, so as to make the problems concrete and clarify the faults.
(three) to strengthen the training of business personnel, improve the technical level. The front desk should continue to strengthen the training of car lifting process, and at the same time strengthen the skills of car lifting, especially the solution and analysis of difficult problems. In order to serve the front desk, we can send people from parts or workshops to exchange information or give knowledge lectures for the front desk staff from time to time. In view of common problems, on the one hand, it can train employees' business ability, thus promoting internal cooperation and communication and making our internal communication smoother. For workshop technicians, through training and daily collective study, it is related to the overall external technical image of our 4S shop, to the continuous improvement and renewal of automobile technology, and to the spirit of keeping pace with the times without going against the current.
(four) focus on the supervision and management of workshop details. A good team can't do without effective supervision and management, especially to supervise the work links of the front desk and the maintenance workshop, ensure and realize the "6s" work requirements of the service station, and pay attention to the possible situations in the coordination work, such as picking maintenance orders, poor cleaning of the car wash, and uncooperative staff. , hell to pay, dare to reward and punish, maintain service order and management norms. Pay attention to the principles of fairness, justice and openness in team building, adhere to the combination of team interests and protection of individual interests, implement the system of combining assessment and encouragement, strive to create a strong working atmosphere, and enhance the cohesiveness and overall combat effectiveness of the department.
(five) to promote cooperation with other departments of the group or company. With a more open mind and profit as the purpose, we will serve the overall situation, strive for cooperation among group companies, especially in customer claims and spare parts, share resources with other brother companies, and promote healthy competition. In addition, strengthen foreign exchanges, expand the promotion of insurance performance, open up markets, and rationally use wastes to serve the overall combat effectiveness of the company.
Second, after-sales management development goals
1, staffing.
2. Output value plan
(1) business indicators.
1, achieving a total after-sales turnover of 6 million. Among them, insurance claims are not less than 2.2 million, and workshop maintenance and claims are not less than 3.8 million.
2. Achieve at least 93% customers' favorable comments on CSI throughout the year.
3. The number of substrate customers is 1500.
4. Pick up the car 20 times a day and 650 times a month. Average bicycle output value for maintenance is 800 yuan/set, and average bicycle output value for insurance is 1800 yuan/set.
5, the vehicle repair rate is less than 2%.
6, to carry out the Volkswagen lecture hall not less than four times.
7. The warranty claim is not less than 95%.
8, about the targeted professional and technical problems of learning lectures not less than two times.
9. The annual purchase volume of pure parts is not less than 800,000, and the basic inventory meets the standard requirements. Accessories marketing index reached 10000.
10, the sales of fine products reached more than 300,000, and the inventory of basic fine products and accessories reached more than 654.38+10,000.
(2) Management indicators.
1, mainly to strengthen the training of various departments. In addition to the training work carried out by various departments, basic internal training work can be provided across departments, which is conducive to communication and cooperation between departments. For example, parts or workshops can communicate with the front desk staff about common technical problems in parts or automobile maintenance, or various problems arising in the work, among which the front desk car pickup staff will receive no less than 4 business skills trainings. Professional and technical basic knowledge training is not less than 2 times, workshop maintenance technical training is not less than 6 times throughout the year, and discussion, study and summary activities for difficult technical problems are not less than 3 times.
2, to carry out internal activities of the department not less than three times, through collective activities, enhance the vitality of the department, enhance the collective cohesion.
3. Put forward internal incentive measures to improve performance, customer praise and employee care.
(3) Distribution of output value:
Various improvement measures.
(1) Front Desk Improvement Plan
In 20__ years, it is necessary to implement the details of after-sales service and improve the skills of car collection.
1, contact loyal customers, attract new customers and maintain good customer relations. With the increase of regional ownership and the deepening of work, it is particularly important to make the business more refined, stronger and bigger, improve customer praise and reduce the loss of customers, especially loyal customers. According to customer return times and customer quality, find out our loyal customers as our key maintenance objects.
2. Pay attention to the return visit and analysis of lost customers. Service consultants should find out the internal causes of customer churn and propose improvement measures. Only by constantly summing up can he make continuous progress.
3. Strengthen the training of front desk staff. Strengthen the handling and analysis of the car picking process and difficult technical problems in business, and strengthen the coordination and communication ability of front desk management in management. Cough, cough, Pete? Dysprosium "criticism and self-criticism" to create a good working atmosphere,
4. Promote boutique sales. Give the boutique salesman a certain sales authority and improve his flexibility. All kinds of fine products and maintenance products, if there are items listed in the standard maintenance, can be appropriately discounted according to the theme of each activity; Cultivate customers' consumption habits and sales awareness of business personnel, formulate a sound and reasonable boutique sales plan, and propose effective incentives to promote boutique sales.
5. Strengthen the communication between the departments of the company, maintain the normal daily order of the company, clarify the responsibilities of the after-sales departments, fully let them know their responsibilities and make efforts for the development of the company. For negative thoughts and behaviors, we should take reasonable measures to solve them, fully correct them, give priority to solving them, supplemented by assessment, and distinguish rewards and punishments.
(2) Insurance improvement plan:
Insurance claim settlement is the key business after sale, and the output value of its car body and painting business can account for more than 30% of the output value. Nowadays, the competition in the maintenance market is fierce. Not only other 4S stores, but also many comprehensive maintenance stores in the society are vying for our drifting customers. Therefore, we should strengthen our service and quality service.
In order to improve the insurance business, we should complete this index: a, increase renewal; B, improve the output value of claim bicycles, and c, strengthen customer praise. You can start from the following aspects:
(1) Evaluate the existing updated resources. Re-evaluate the existing renewal strength of the service station, and fundamentally get the basis for understanding and development. Basically achieve the task goal of average 1 10,000/month renewal, and contribute about 1 10,000 after-sales turnover throughout the year.
(2) Diversification of insurance sales channels. Encourage new car insurance, encourage pre-sales promotion and after-sales personnel to participate in renewal activities, and the company will give corresponding incentive plans. Centralized reporting to financial accounting on a regular basis.
⑶ Actively explore customers: match the corresponding full-time renewal personnel, give effective incentive plans, tap existing customer resources, conduct follow-up visits, and attract us to renew the insurance.
(4) Develop customer resources through insurance system. From the inside out, start with the customer resources at this time, especially since1October _ _, and pay attention to the arrangement, focusing on tracking the customers in Haizhu District who bought cars on1October _ _, February-June and June. The third is to sort out the list of customers who unexpectedly come to our store to buy a car or repair a car.
5] The principle of continuing to give appropriate preferential treatment to insurance customers. You can choose maintenance coupons and discounts, buy insurance to send maintenance or working hours, or buy insurance to send oil rice. You can follow the example of competitors and make small profits but quick turnover, with the focus on insurance claims.
[6] Strengthen the car collection process, especially the ability to deal with vehicle details. Service consultants are required to constantly sum up their own problems, put forward improvement measures and improve their pick-up level.
Once the maintenance plan is improved, match the corresponding maintenance personnel and ensure the efficiency of the factory.
Third, the customer service improvement plan
1) Maintain loyal customers, improve customer service personnel's return visit skills and the ability to deal with problems flexibly, efficiently and quickly, and enhance customers' trust in customer service personnel.
2) Urge SA at the front desk to pay a return visit to customers, give timely feedback and remedial measures, eliminate customers' dissatisfaction, and improve customers' praise and integrity.
3) Designate a perfect departmental workflow, with responsibilities specific to individuals, such as monthly new car initial insurance statistics, renewal insurance, in-store activity statistics, document sorting, etc.
4) Praise SA's customers, find and solve problems in time, and safeguard the company's interests.
Annual work plan for customer service 5
In the last year, my work was mainly related to customer service and b2b promotion. As far as the customer service position I am mainly responsible for is concerned, I have made some progress this year, but I need to further improve my work next year. Next year, we plan to start from the following aspects;
First, improve customer conversion rate.
1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.
2. Cooperate with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.
Second, answer customers' questions comprehensively.
Customers will communicate with 60 people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues.
In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.
Third, pay attention to improving your online marketing ability.
First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive the target customers, the network department can receive the target customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive the target customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as photon rejuvenation instrument, Q switch, led photodynamic, co2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.
Fourth, avoid the obstacles of checking information.
When receiving the inquiry from the target customer, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.
This year's work is drawing to a close, and next year's work will be carried out in an orderly way, and efforts will be made to become a professional network personnel with a better working attitude.
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