After-sales personal short-term work plan 1 1. Standardize internal management and enhance employees' sense of responsibility and work efficiency.
(1) The internal management of the department is relatively weak, mainly manifested in employees' weak sense of responsibility, insufficient work initiative, low work efficiency and procrastination.
In view of the above problems, the department responsibility system has been further improved, and the responsibilities and working standards of department employees have been clarified; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires 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) Strictly grasp the service quality and level of after-sales customer service personnel and create a good service image.
After-sales customer service department is the bridge and information center of service center, which plays the role of connecting inside and outside. The service level and quality of after-sales customer service personnel directly affect the overall work of after-sales customer service department. Since the second half of this year, our department has focused on strengthening staff service management, so that after-sales customer service personnel can maintain a good service image, strengthen the training of language, etiquette, communication and problem-solving skills of after-sales customer service personnel, and improve the service quality of after-sales customer service personnel. The department has set up a thoughtful, patient, enthusiastic and meticulous service idea, and runs through the service to the owners, taking the owners' affairs as their own business in the service.
(III) Successfully completed the activation of customer account opening, laying a solid foundation for the overall work of the after-sales customer service department.
Up to 20xx65438+1October 65438+March, a total of 25 simulated operation accounts were opened, 22 account opening agreements were signed, and 55 accounts were activated.
(four) close cooperation with various departments, do a good job of internal and external contact and coordination.
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 practice of the department for nearly one year, the service level of after-sales customer service staff is low. Mainly manifested in the skills and methods of dealing with problems are not mature enough, and the experience of dealing with emergencies is insufficient.
(2) The department management system and process are not perfect.
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.
(3) The coordination and handling of problems is not timely and proper.
The feedback on complaint handling, customer opinions, suggestions, customer help and other information is not timely and comprehensive. After receiving the problem, it is not followed up and reported in time, and the ways and means to deal with the problem are inappropriate.
Three. Key points of 20xx work plan
(a) Continue to enhance the level and quality of customer service;
(2) Strengthen departmental training to ensure that the professional level of after-sales customer service personnel has been significantly improved.
(3) Improve the after-sales customer service system and process, and basically realize institutionalized management.
(four) closely cooperate with the work of various departments, timely and properly handle customer disputes and suggestions.
(five) to strengthen the relevant management work, so that there is inspection and assessment, and constantly improve the quality of service.
Looking back on 20xx, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to 20xx, we are greeted with opportunities and challenges. To this end, all employees of the after-sales customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.
After-sales personal brief work plan 2. Thank you very much for giving me this opportunity to learn and grow in customer service. Thank xx leaders and colleagues for their support and help in my work, and let me integrate into my work. I hope to create a good working atmosphere and working environment with you.
The new year has begun, and we will also face some brand-new environments and tests. According to my understanding of the company these days, I made the following work plan:
1, terminal training
Make a perfect and reasonable terminal training plan within the scope of work and complete the training seriously and effectively.
2. Filing
Use unified professional management software to classify and file.
3. Statistical analysis of data
Analyze and compare the information, feed it back to relevant departments in time, and attach preliminary constructive opinions.
4. Complaint handling
Respond in time according to the complaint information of the masses. Take the masses as the center, improve the processing flow and operating procedures.
As it is the first time to participate in customer service work in xx, I didn't do a lot of work in the short time I entered xx, but I also found many shortcomings of myself. I will try to make the customer service work better.
At work, I also encountered some problems and difficulties:
1, I am not very clear about some specific requirements in my work, which leads to my own work not knowing how to carry out smoothly, and I am worried that I am doing nothing and wasting the company's resources.
2, the personnel is not very clear, it will delay the precious time of some colleagues.
I need a telephone, and I hope I can have one to communicate with my colleagues.
Due to my lack of customer service experience, and in order to do a good job in customer service efficiently, I hope xx related leaders and colleagues will give some suggestions and help on the above issues, so that customer service can be well connected, thank you!
After-sales individuals briefly describe the work plan 3 1, sort out customer information 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. The content, date and address should be clearly written.
(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 the supervision and inspection of after-sales service. And summarize the after-sales service of this department once a month, and at the end of each year. Summarization and summary are conducted in the form of departmental working meetings, and the business supervisor puts forward a summary or summary 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.
After-sales personal brief work plan 4 I. Overall after-sales objectives,
"Optimize management and develop steadily."
Our achievements in 20xx 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 an activity that how to solve problems for customers in an appropriate way and get rewards. "If you want to do a good job, 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 maximization of team interests, maximize the protection of individual interests, implement the system of combining assessment with 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 guide, 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 waste 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 to realize the average output value of bicycles in 800 yuan/Taiwan and the average output value of insurance bicycles in 1.800 yuan/Taiwan.
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 xx million.
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) is mainly to strengthen the training of various departments. In addition to the training work carried out by various departments themselves
Departments can cross-provide basic internal training, 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) Carry out at least three internal activities of the department to enhance the vitality of the department and enhance the collective cohesion through collective activities.
3) Put forward internal incentive measures to improve performance, customer praise and employee care.
(3) Distribution of output value:
3. Various improvement measures.
(1) Front Desk Improvement Plan
In 20xx, we should 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. In business, we should strengthen the handling and analysis of the car-lifting process and difficult technical problems, strengthen the coordination and communication ability of the front desk management in management, and the insiders advocate positive "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. If there are items listed in the standard maintenance of various fine products and maintenance products, appropriate discounts can be given to the prices of the corresponding maintenance products 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 incentives, tap existing customer resources, and conduct follow-up visits, which will attract our renewal to a great extent.
(4) Develop customer resources through insurance system. From the inside out, from the customer resources at this time, pay attention to combing customer resources, especially from June 20xx to the present, focusing on tracking and returning customers in Haizhu District who bought cars in June 20xx. 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 grasp the details of the vehicle. Service consultants are required to constantly sum up their own problems, put forward improvement measures and improve their pick-up level.
Once, improve the maintenance schedule, match the corresponding maintenance personnel, and ensure the efficiency of the factory.
Three, 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.
Personal Short Work Plan for After-sales 5 On the afternoon of xx, xx, 20xx, the meeting of "After-sales Quality Report and Work Plan for 20XX" was held in the lecture hall on the third floor of the Group, and more than 320 cadres and employees of the manufacturing company attended the meeting. The meeting was presided over by Mo Changshan, vice president of manufacturing company.
At the meeting, Fan Qiang, the technical department, sorted out the quality problems of 20xx after-sales feedback, especially the quality problems of export units, and made a report to the conference, so that all employees can feel and understand the quality problems of units sold abroad more clearly, so as to avoid and improve them in future production.
In the work plan of the manufacturing company for xx years, Mr. Chen first made a simple summary of the work in 20xx years, on the one hand, he affirmed the achievements made in xx years, and at the same time pointed out the shortcomings in the work. At the same time, around the goal of "improving quality and reducing cost" of general manager Wu, it is clear that manufacturing companies should focus on two tasks in xx. First of all, we should start with the details and take comprehensive measures to further improve product quality. The second is to carry out all-round consumption reduction activities to reduce the manufacturing cost of products, especially to control materials such as plates, copper pipes, aluminum foils, refrigerants, gases and wires.
Quality is the foundation of enterprise's survival. In order to make the product quality reach a new high in 20xx, Mr. Chen asked to do the following work:
First, closely follow the after-sales and inspection to ensure the effective and continuous improvement of product quality problems, with the focus on tracking old problems and improving and implementing new problems;
The second is to further improve and refine the process to better ensure product quality;
Third, the workshop strictly implements the first article inspection and the "three inspections" system to strictly control the quality of the manufacturing process;
Fourth, continuous staff training, constantly improve their skills, and use skills to ensure product quality. Focus on training links that are problematic and prone to problems; The training of new employees and old employees should be different; There is a difference between problem point and problem point training; Special posts and key posts are different from general post training;
The fifth is to refine the quality responsibility system, strengthen the assessment, and eradicate the quality problems caused by weak sense of responsibility;
Sixth, strictly follow the requirements of system documents to ensure the effective operation of the system;
Seventh, learn advanced product quality management methods from domestic and foreign enterprises in the same industry to improve the quality of export products. According to the method of asking and answering, improve the level.
20xx is a year of management promotion. In order to improve the management level, Mr. Chen asked the manufacturing company to establish and improve the following eight work systems:
1, workshop dispatching meeting system;
2. Workshop quality analysis meeting system;
3. Workshop technical preparation meeting system;
4. Workshop cost analysis system;
5. On-site pipeline review meeting system;
6. Workshop assessment system;
7. Workshop special inspection system;
8, workshop rationalization proposal reward system.
Excellent cadres and employees are an important guarantee for the development of enterprises. In terms of personnel training and echelon construction, Mr. Chen also made specific arrangements and deployments, requiring all departments to find, train and use good people and make career plans for employees.
Call on all cadres and employees to develop a serious and responsible work attitude. No matter what work, no matter how big or small, we should do it seriously, well, beautifully and exquisitely, so as to further improve the product quality and basic management of our company on the basis of xx years.
It is required that only by closely uniting around the leading group of the group with xx as the core and working in a down-to-earth manner according to our plan can we achieve our goal.
The convening of this meeting not only made all cadres and employees clear the focus and direction of their work, but also enhanced their confidence and determination to achieve the company's overall goal of 20xx.
Personal brief work plan for after-sales service 6 1. Refine customer management, identify and focus on serving loyal customers;
With the increase of ownership in the jurisdiction, it is particularly important to improve customer satisfaction and reduce the loss of customers, especially loyal customers. In this regard, the following work has been mainly carried out:
1, according to the number of customer returns and the quality of customers as the evaluation index of customer loyalty, find out our loyal customers as our key maintenance objects;
2. Through the return visit and analysis of lost customers, find out the internal reasons and improvement measures of customer loss;
3. Give priority to inform our loyal customers in various activities organized by the company, so that customers can get special treatment and increase their sense of dependence and belonging to franchise stores.
The second is the renewal rate and reservation rate;
The increase in the number of stops leads to a long waiting time for customers during the peak maintenance period and the workshop is overloaded. It is necessary to make reasonable arrangements by making an appointment to reduce the waiting time of customers.
Third, enjoy resources and healthy competition;
Share resources with other stores in terms of customers, insurance, spare parts, etc., promote healthy competition, and reduce customer loss and waste of resources; Form an information platform for spare parts and technology interaction to improve the overall combat effectiveness;
Fourth, personnel training;
With the continuous application of new automobile technology, the shortening of replacement cycle and the improvement of customer expectations, the quality and combat effectiveness of 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 SA's basic product knowledge with practical operation, especially the assessment of actual reception capacity. Maintenance technicians pay attention to the training of operation skills and daily troubleshooting ability to improve the overall combat effectiveness of employees.
Fifth, increase maintenance personnel.
With the increase of ownership and the frequency of returning to the factory, the number of maintenance personnel should be appropriately increased while strengthening management and improving work efficiency and assessing per capita output value.
Sixth, team building.
The goal and form expressed by 1. are based on the principles of fairness, justice and openness. Only when the interests of the team are maximized can the interests of individuals be maximized. Franchise stores organize training and assessment, 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.
2. The implementation means and measures are that all training and assessment materials are included in employees' personal files, team consciousness is directly linked to employees' personal income, and priority is given to going out for training, title promotion and welfare treatment with strong team consciousness.
Seven, assessment and incentive system
Incentive system is the positive feedback of franchise stores to employees' good behavior or outstanding performance. Its essential purpose is to strengthen employees' recognition of this kind of behavior through incentives and stick to it. At the same time, it also sets an example for other employees to learn, and potentially calls on all employees to do similar behaviors. Therefore, in the process of motivation, the key is to ensure the fairness and rationality of the assessment standards, avoid the dissatisfaction of employees caused by motivation, and ensure that the incentive behavior is worth maintaining and popularizing. Specific incentives can be selectively implemented in both material and spiritual aspects according to the actual situation.
1, material incentives
(1) target setting
(2) Evaluation criteria
(3) The characteristics of material incentives to implement the plan: quick effect, clear but short duration.
2. Non-material incentive plan
(1) target setting
(2) Evaluation criteria
(3) The characteristics of the non-material incentive implementation plan: it is troublesome to implement, but it takes a long time to strengthen the behavior.
Eight, job responsibilities
Compilation and optimization of job responsibilities Key job responsibilities shall be implemented in accordance with Dongfeng Nissan standards, and all departments shall re-determine employee job responsibilities according to actual conditions. The responsibilities between posts are connected smoothly and harmoniously; Clear hierarchy, running through all departments, is conducive to the stability of the department, clear and clear handover of personnel changes, so that the responsibility lies with people.