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 led photodynamic therapy instrument, co2 therapy instrument, semiconductor hair removal instrument, hydrodynamic therapy instrument and 308 excimer therapy 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.

2. How to write the work plan of the after-sales department?

(A) shaping the "service image". Strictly implement the company's rules and regulations and use civilized language when communicating with customers; Honesty-based, not easily promised to customers, things must be done and done well; Don't ignore the details; Pay strict attention to dress, appearance and gestures.

(2) Change the service concept from "I want to serve" to "I want to serve". Seriously study the company's various system processes and business processes related to quality, so as to respond to all kinds of quality-related problems raised by customers at any time. With the attitude of "learning more, communicating more and taking the initiative", we will go deep into the work of accepting quality complaints, communicating with customers and handling customer complaints immediately, and at the same time provide customers with three guarantees of quality (repair, replacement and return).

(3) Enhance the sense of responsibility, service and team. Actively carry out straightforward work and reduce the service time limit. When receiving customer quality complaints, we should deal with them immediately, reduce customer complaints caused by our quality problems, minimize unnecessary losses, and bring greater benefits to customers and the company. At the same time, we must close the customer quality complaints within three days. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperate with colleagues, report to leaders, better complete your job, and at the same time enhance teamwork ability and better serve customers.

(4) Every time you receive a customer complaint, you should immediately report it to the relevant production department (responsible department) according to the Customer Quality Complaint Handling Regulations (WI-xG-S6), and fill in the Customer Complaint Handling Report at the same time, so as to formulate corrective and preventive measures for the quality complaint. Make statistical analysis of customer complaints every week in order to better count quality problems. At the end of each month, customer complaints will be reported to the superior leaders in the form of monthly reports and sent to relevant departments.

3. How to write the work plan of the after-sales department?

(a) Express tracking

(1) Inquire about express logistics, dial the corresponding number, write down the express customer service number, and report the logistics number you need to check to the other party. After checking the parts, you should reply the processing result to the customer in time and comment on Taobao, indicating the date of checking the parts, the customer service number of checking the parts, the processing result and customer service for other customer service to check. If 6-28 contact number xx changes the address, it means that the guest has changed.

(2) Damage and loss report. After the logistics customer service confirms that the package is damaged or lost, it will submit the details to the logistics in the form of a report. The report requires a copy of the transaction details, a copy of the courier, a copy of the sender's ID card, a copy of the damaged clothes, and the delivery date, delivery area, logistics order number, delivery result, baby amount and customer service phone number.

Example: 19 Store was sent from Hangzhou to Beijing on June 28th. The single number xx was damaged on the way. Please contact the work number xx to verify!

After submitting the report, register the contents in the damage register: report date, logistics order number, package status, logistics customer service, baby price, baby model and handling customer service.

Example: 6.xx (damaged) work number xx price xx yuan (article number xx).

(2) Return and exchange processing

Exchange or return due to the buyer's dissatisfaction with the baby. The operation steps are as follows:

① Return details: After receiving the baby that needs to be returned, the warehouse staff will unpack the baby and register the return details. Note: the package after 4 pm on the same day is the same as the package the next morning, and it will be sent to the after-sales store for processing around 3 pm the next day.

(2) after receiving the return list from the warehouse staff, handle it one by one according to the customer's requirements. Generally speaking, there are two kinds of treatment:

1, exchange goods. When you receive the postage for exchange, you can exchange the goods at E-store according to the customer's requirements; If there is no postage, you can use Want Want to leave a message, text message or telephone to inform the customer to make up the postage; Special circumstances (quality problems) can be exchanged for free.

2. Refund. When we receive a brand-new baby, it will not affect our secondary sales. We can inform the consumer to apply for a refund. The refund status should be selected to return the received baby.

After the buyer applies for a refund, the current refund status: the refund agreement is waiting for the seller to confirm and check whether the refund amount is correct; it is agreed that the refund application is at the right point; Reject the refund application if the points are incorrect, and contact the buyer for repair. If you can't return the goods for 7 days without reason, you can confirm the refund agreement first. After the buyer enters the return status, he can inform the buyer to modify the refund agreement as required. Status After agreeing to the refund application, the current refund status: the refund agreement is reached, waiting for the buyer to return the goods. Inform the buyer to operate the return, and enter the express number of the return to the seller.

The status after rejecting the refund application, and the current refund status: the seller disagrees with the agreement and waits for the buyer to modify it. Inform the buyer to modify the refund agreement as required.

Buyer's return status, current refund status: the buyer has returned the goods, waiting for the seller to confirm the receipt. Be sure to send a financial confirmation refund after receiving the goods.

3. After-sales registration. After-sales customer registration is carried out in e-store treasure system. Record customer after-sales registration according to the actual situation. Registration categories include problem source, customer rating, processor, problem type, processing status and processing result.

(3) Evaluation and treatment

The evaluation can be changed by Ali Want Want, telephone, SMS and email. Telephone contact is a way of communication.

Processing flow of medium and poor evaluation:

Copy the evaluation content to the comment column of Taobao and note your name after the bad review appears, and point the sign to purple. The evaluation information is registered in the medium difference evaluation processing table.

According to the content of the buyer's evaluation, analyze the buyer's needs or requirements and attitudes.

Buyers who are dissatisfied with clothes can return or exchange goods if the clothes are brand new and do not affect the secondary sales. If the buyer has a bad attitude, he can apply to the supervisor for free return and exchange to minimize postage expenses; If the clothes affect the secondary sales (washing), you can help him apply for VIP, give him a gift next time, or get a set meal.

After contact, indicate the contact date, processing progress and customer service in the remarks column. Chinese and English evaluation terms:

Seller: Hello, is this Miss XX? Buyer: Yes.

Seller: I'm XXXX from Taobao. You have bought XX products from us before. Do you remember? Buyer: I remember, yes.

Seller: Hehe, first of all, thank you for buying our products. I saw the evaluation you gave us today and will do it for you after sale. Are you worried about our products or dissatisfied with our services? (Find out the problem)

The contact conclusion of the bad review

Seller: Thank you. Evaluation is very important to us. Can you modify it for us? You will definitely give you a favorable price next time you come.

Buyer: I won't modify the evaluation.

Seller: Contact our customer service after you go online, and we will teach you how to modify it. Buyer: OK.

Seller: Thank you very much!

Leave a message to the buyer through Want Want to modify the evaluation steps. If you still can't operate, you can communicate by phone.

(4) Customer maintenance

Develop potential loyal buyers

1, Taobao gives all sellers a valuable wealth. That is, when users become your buyers, Taobao can't take back these buyers, they will become your own assets, and your maintenance quality will directly affect whether they will continue to buy your items in the future.

2. Loyal buyers usually generate a certain percentage of sales. Therefore, for buyers who have bought your goods, in addition to making the first transaction, they should also make follow-up maintenance to make them your loyal customers.

3. Send targeted and interesting emails and Want Want information to buyers regularly. Don't be too frequent, otherwise it is likely to be regarded as spam, and the advertised items must be absolutely attractive!

4. Set the loyal buyer as your VIP buyer. Formulate corresponding preferential policies in the store, such as allowing them to enjoy new product discounts and so on.

5. Visit customers regularly and care about customers by phone, Wangwang or email. Establish good customer relationship with them and get good opinions and suggestions from them at the same time.

4. How to write the work plan of the after-sales department?

I. Guiding ideology

1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product monitoring and customer relationship maintenance. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.

2. Around the company's goal of producing and selling xx million units in 20xx, we need good service support, build a young, knowledgeable, professional, hard-working and energetic team, and need an effective management system and assessment system to manage this team. Give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, feed back external quality information in time and put forward more reasonable suggestions to create a good "window" image.

Second, the overall work ideas of the department

According to the requirements of work objectives and the principles of standardization, quantification and assessment:

1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.

2. Shorten the service process, avoid multi-head service, and realize one-stop service of "one incoming call, one stop service to the end".

3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.

4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.

5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.

6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.

7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.

Three. job objective

1. During the warranty period, the return visit rate of customers is 100%.

2. The service satisfaction rate is over 98%.

3. The accuracy rate of parts shipment is over 98%.

Fourth, personnel requirements

1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.

2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.

Verb (abbreviation of verb) customer information management

1. Customer data management: Customer data requires that the complete data of each customer be registered in detail by region, and daily maintenance work should be done, and good communication should be maintained with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.

2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.

3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.

4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.

Sixth, strengthen customer training and monitoring.

1. The itinerant service personnel will evaluate the after-sales ability of the newly developed dealers or dealers with low maintenance skills in the responsible area, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.

2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.

3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.

Seven. Complaint management

Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.

Eight, customer service personnel training

With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:

1, increase the frequency of training work, and divide it into regular and irregular training assessment;

2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.

Nine, team building

Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.

X. perfection of weakness

1, daily weekly, information * * *

Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.

2. All departments cooperate in various ways to reduce customer complaints.

When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.

5. How to write the work plan of the after-sales department?

1. Organize customer data and establish customer files.

When a customer sends a car to the factory for maintenance or comes to the company for consultation or negotiation on automobile beauty matters, the business department shall sort out and tabulate the relevant information of the customer, establish a file and put it in the file bag within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company.

2, according to the customer files, research customer needs.

According to the customer files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of the "next step" service, such as informing customers of scheduled maintenance, participating in the company's social activities, informing customers of the company's preferential activities, entering the factory on time for maintenance or free testing, and so on.

3. Contact customers by phone or letter, and provide follow-up services.

Business personnel contact by telephone so that customers can get the following services:

(1) Ask customers about their car use and their opinions on our service;

(2) Ask customers whether they have new service requirements for our company in the near future;

(3) Inform relevant automotive application knowledge and precautions;

(4) Introduce the services provided by our company to customers recently, especially the new service contents;

(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. , indicating the content, date and address;

(6) Consulting services;

(7) Visit customers.

After-sales service work regulations

1. After-sales service is completed by the specialized business personnel-tracking salesmen designated by the heads of business departments.

2. Follow the salesman to establish the corresponding customer file within two days after the customer's vehicle is sent for repair or the customer consults with the company. See the first paragraph of Article 2 of these Provisions for the contents of customer files.

3. Track the salesman to study the potential needs of customers while establishing customer files, and design the call content and communication time of the "next" service in a targeted manner.

4. The tracking salesman should take the initiative to contact the customer by telephone within three days to one week after the customer picks up the car and leaves the factory, or after the business interview and consultation, provide the first after-sales tracking service, and communicate with the customer on topics of interest. When talking on the phone, the salesman should take the initiative to ask the customers who have been to our company for maintenance about the use of vehicles and solicit their opinions on our services, so as to show our sincere concern for customers and our attitude of pursuing perfection in service. The customer's talking points should be recorded, especially the customer's requirements, hopes or complaints, which must be clearly recorded and handled in time. If you can answer in person or at that time, try to answer; If you can't answer in person or at that time, you should study and find a way as soon as possible after the phone call; If it still can't be solved, it should be reported to the business supervisor within two days to ask for a solution. And inform the customer on the day of getting the solution, and be sure to give the customer a satisfactory answer.

5. Within 7 days after the first tracking service after the "sale", the business tracker should contact the customer by telephone about the second tracking service. The content of the telephone call should focus on the topics that customers are interested in, avoid repetition and be targeted, or reflect the company's sincere concern for customers.

6. After the company decides to carry out customer networking activities, preferential service activities and free service activities, the business tracker should call the customer two weeks in advance, and then send the notification letter to the customer within two days as needed.

7. Every time you track the service phone, including the customer's consultation phone number or complaint phone number, as well as the handling salesman, you should make phone records and register them in the table (attached). The phone records should be archived, and the phone registration form should be archived.

8. Every tracking service letter, including notice, invitation letter and reply letter, should be registered in the form (attached).

9. When the designated tracking salesman is not on duty, the business supervisor will temporarily assign other personnel in the department to act as temporary agents.

10. The business supervisor is responsible for supervising and inspecting the after-sales service; And summarize the after-sales service of the department once a month, and at the end of each year; Summary, summary in the form of departmental work meetings, business executives put forward a summary or summary of a written report; And file it.

1 1. This system adopts the following four forms: customer file basic information table, tracking service telephone record table, tracking service telephone registration table and tracking service letter registration table.