Five Work Plans for Customer Service Staff (1)
As the new year begins, the customer service department 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 customer service and complete the training seriously and effectively;
Step 2 collect receipt information
Pay attention to the collection of the basic information of the receipt, and try to fill it out as well as possible, especially some important items, which must be filled out in a standardized way;
document
Establish customer files by using unified professional management software classification;
3. Statistical analysis of data
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions;
4. Customer relationship maintenance
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time and make every effort to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance relations with customers.
5. Customer complaint handling
Respond in a timely manner according to the complaint information fed back by customers. Customer-oriented, improve the processing flow and operating procedures.
Because it is the first time to participate in the customer service work in the clothing industry, I haven't done much work in just five days after I entered the company, but I also found many shortcomings. 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, resulting in my own work not knowing how to carry out smoothly, and I am worried that I am doing useless work and wasting the company's resources;
2. I am not very clear about personnel, which will delay some colleagues' precious time;
3. I need a telephone, and I hope I can have one to communicate with my colleagues easily; working face
Due to my lack of experience in clothing customer service, and in order to do a good job in customer service efficiently, I hope the relevant leaders and colleagues of the company will give some suggestions and help on the above issues, so that the customer service work can be well connected.
Five Work Plans for Customer Service Staff (2)
This document is specially formulated in order to ensure the realization of the company's strategic planning and the overall goal of the company in 20XX, strengthen the ability of the company and all departments to implement the strategy and plan, define the key work direction of the year, and form the relevant contents of the annual performance appraisal accordingly.
I. Company's strategic planning and major strategic initiatives in 20XX.
Second, the department mission
It is the company's customer service and customer resource development center, which promotes customer satisfaction and brand loyalty through standardized, affectionate and personalized services, and enhances the company's market share and competitiveness.
Third, the annual work plan of the department
Departmental functions
Key work contents in 20XX year
(Work content, time, expected work results, resource requirements/collaboration requirements)
20XX Annual Performance Indicator: Construction and Improvement of Customer Service System
In the new management system, the workflow, work instructions and related forms of the customer service center are practiced, and the workflow is continuously optimized to achieve the purpose of improving the work efficiency of the department. (Customer complaints, engineering maintenance)
At the end of each quarter, the "20XX Annual Product Defect and Prevention Manual" is compiled and sent to relevant departments for follow-up improvement, so as to enhance the professional ability of all departments of the company.
customer relationship management
Make a sales risk inspection plan before the opening of the project, and complete the risk self-inspection of the project ten days before the opening of the project according to this plan, form a risk checklist and report it to the company's senior management and relevant departments, track the implementation, and prepare a feedback report according to the opening situation. The time is based on the company's opening plan.
Customer service centers and property management companies jointly set up community cultural groups to carry out community cultural activities, promote communication and contact with customers, and improve customer satisfaction.
Online customer consultation and complaint handling;
(1) Track and check the owners' forums in Kang Jing, Green Spring and Fran Ming Ge of a real estate in Changchun SouFun every day. Through the cooperation with the director of Changchun SouFun Forum, if any inappropriate comments are found, handle them in time. Complaints involve relevant departments and need reasonable explanation in order to maintain the brand image of a real estate.
(2) Pay attention to, reply to and deal with the real estate owners' forums established by other websites on the Internet once a week to maintain the brand image of the company.
(3) Pay attention to the customer complaints on the customer service message boards and forums on the websites of a real estate group and other related companies every week, and handle relevant complaints in time.
Conduct annual customer satisfaction survey, clarify the advantages of a real estate group in products and services, analyze the key factors that need to be improved, and point out the direction of improving customer satisfaction. The fourth quarter of 20XX
According to the 20XX customer satisfaction survey report, the 20XX customer satisfaction improvement plan was formulated at the end of February, which is responsible for following up and supervising the implementation of the customer satisfaction improvement plan.
At the end of March, the "2009 Old Customer Care Plan" was completed and implemented to provide value-added and value-added services for old customers and improve customer satisfaction and loyalty.
Customer complaint handling
Classify customer complaints according to the customer complaint handling process, so that complaints can be solved in a timely and effective manner, and follow up the first-and second-level complaints daily; Every day, ensure that there are no collective complaints or media exposure caused by improper handling.
After the maintenance of the project is completed, the on-site customer service center will make a telephone call back or a door-to-door visit, with the purpose of following up the maintenance results, customer service effects and relevant feedback from the owner, and forming a quarterly return visit report on common and typical problems. (Year-round)
Every month, such complaints caused by inadequate customer service are all zero.
Complete the monthly customer service work report with chart data, and timely and accurately report the owner's occupation, quality maintenance and customer service to the company. Record, sort out and analyze the handling of customer complaints, put forward relevant improvement suggestions, and feed them back to relevant departments, and report them in the form of monthly customer service work report. (to be completed before the 7th of next month)
Finish the report of last month before the 7th of the following month, at least once a month and at least three copies in the whole season.
Receive the original customer procurement documents from the planning and marketing department every month. In order to maintain a good after-sales customer relationship, establish after-sales customer files, classify and file customer complaints, supplement relevant information in time according to the actual situation, and receive, sort and file the customer files occupied by Kangjing Phase I and Phase II of a real estate in accordance with the Archives Management Measures, once a day, and collect paper files once a month on the 25th.
Complete the reception and handling of the owner's consultation, complaint and repair report, input the customer's repair report data in time, with the complaint information input rate of 100%, input and update the electronic version daily, and organize the files once a week.
Cooperate with the planning and marketing department to organize Fran Ming Ge, a real estate in Kang Jing, to settle in the first phase sporadically and concentrate on the green spring.
Negotiate and communicate with important customers (involving compensation customers), give consideration to the interests of customers and the company, maximize customer satisfaction, handle customer claims and compensation caused by construction quality problems, urge the construction unit to bear the liability for compensation, and send a statistical table of compensation customers to the company's senior leaders once a month.
Inform the handling of major customer complaints with the customer service work report every month.
Five Work Plans for Customer Service Staff (3)
I. Personal work this year
With the support and promotion of company leaders, 12 took the post of customer service supervisor because of the increase in customer volume and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, my personal potential was limited, and my initial work was not smooth. Thank you very much for your strong support and affirmation of my work, and let me enter the working state as soon as possible.
20XX from March to April, the main work focused on the replacement of the previous customer contract and the explanation and confirmation of the customer after the first apartment change.
May-June-July, 20XX was mainly responsible for determining the price of the store area and developing the store sales.
20XX from August to September, the main work focus is the replacement of the second phase contract and the sales of affiliated shops.
20XX 10 did some preparatory work before handing over the house and found out the internal works of the house.
20xx11-65438+February is mainly about the delivery of the first phase customers.
The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also received the careful cooperation and support of the general manager Shi and Minister Zhao of the engineering department. I also want to thank them. 2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed. 3. Complete some work temporarily arranged by General Manager Liu.
Second, problems at work.
Looking back on my work in the past year, I did the necessary work, but I didn't have the complete ideal of that job. There are still many places in the work that need self-improvement and continuous learning. The following will be the shortcomings in the work:
1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience to future work, produces a lot of repetitive work and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. We must pay attention to every detail in the future.
2. Don't look for a job. We are in sales, so we should use sales skills flexibly at ordinary times and find more ways in our work.
3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved immediately, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our work potential.
Five Work Plans for Customer Service Staff (4)
Last year's work was mainly about 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 next year's work needs further improvement and improvement. Next year, we plan to start from the following aspects;
First, improve customer conversion rate. Last year, the total number of customer inquiries was 1459, and the number of single inquiries was 42, with a customer conversion rate of 2.88%. Next year, we will improve the customer conversion rate from two aspects:
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, do a good job 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.
In order to do a good job in customer service, we need to answer customers' questions comprehensively.
Customers will communicate with xx 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.
While doing a good job in customer service, we will focus on improving our online marketing capabilities next year.
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 customers, the network department can receive 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 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. Next year, we will strengthen the knowledge of these products and avoid the obstacles of checking the information.
When receiving the customer's inquiry, 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.
This office is a brand-new office with new members, new management concepts and new working methods. As newcomers, we are full of enthusiasm and drive, just like a young eagle spreading its wings. However, only one cavity of blood can't be done well. Only under the guidance of best laid plans can our young eagle soar freely and soar into the sky.
The work plan of our office this time is divided into three parts: 1. Conduct departmental education for new members and establish good contacts. In order to strengthen the work of the office, at the beginning of the semester, our department absorbed a group of pragmatic and flexible new members. In the near future, our department will organize members to learn the functions of our department so that they can be clear and familiar with its basic tasks. In addition, we will also do a good job in cultivating the ability of new members, train more new people, and train good talents for the next Youth League Committee Student Union.
Second, based on the principle of improving efficiency, scientifically manage archives. The archives of the previous office have begun to take shape, which provides reference for our future work. On this basis, scientific management methods should be added to improve the management of documents and archives, such as adding directories and indexes on the original basis to improve the convenience of reference. In addition, we will implement the method of synchronous management of document files and electronic files, and use the characteristics of electronic files that are fast and easy to modify to improve management efficiency. Third, break through tradition and dare to innovate. The office often gives people the impression of doing some file management and printing and distributing documents. We will change this view this school year. First of all, do a good job as a bridge between teachers and the Youth League Committee, so that the Youth League Committee will always be on the right channel. Secondly, make great efforts to organize activities, combine the characteristics of each department, organize activities in line with the principle that each department performs its own duties, learn from each other's strong points and complete the most tasks in the shortest time, assist hospitals and departments to organize a series of healthy and lively activities, and exercise our organizational ability. The above is the work plan of our department this academic year. I hope our work can be carried out smoothly and will be improved in the future.
What kind of teachers should teachers be in the new era? Some people have done such an image sketch: they have lofty professional ethics, extensive knowledge, exquisite teaching skills, healthy psychology and strong physique. I am eager to be such a teacher. By writing a personal study and career development plan this time, I re-examined myself. Anatomy? On the basis of careful study and understanding, I set myself the following development goals:
1. Theoretically: improve your quality of life and be an elegant person.
First, strengthen theoretical study. Actively participate in various activities organized by the school. Learn the new curriculum standards, erect a teaching concept that fully adapts to the new curriculum, and improve the research and practice ability of curriculum and teaching materials.
Secondly, continue to study "Teachers' Professional Ethics" seriously and have good professional ethics. Teachers' morality is not an abstract political sermon, but has profound knowledge connotation and cultural character. Only teachers with extensive knowledge have moral appeal, and moral education relying solely on preaching is bound to be pale and powerless. Similarly, the charm of teachers' morality is also based on its profound cultural heritage. Only in this way can teachers complete the sacred mission of teaching and educating people.
Again, we should put. Learning and thinking? Really become a habit.
Second, the business:
1, master the subject characteristics of the subject you teach, and the optimization of teaching should be implemented to the optimization of learning to form your own teaching style.
2. Read more, study more, carefully complete reading notes, educational narrative, and reading comprehension.
3. Through after-class reflection, analyze the gains and losses in classroom teaching by using the theoretical knowledge learned, further implement the rectification plan of classroom teaching and improve the effectiveness of classroom teaching.
4. Be a conscientious person, record teaching feelings and experiences at any time, learn to capture the inspiration in teaching and summarize the highlights in teaching, so as to write teaching narratives and teaching papers well. Improve your teaching and scientific research ability.
Third, expectations for professional development.
1. Arm yourself with rich theoretical knowledge and guide daily classroom teaching with innovative spirit and correct discipline values. Learn to design flexible teaching plans, make classroom teaching more suitable for students' actual state, and better guide students to learn mathematics independently.
2. Flexible control of the classroom. In the whole classroom teaching process, students can be placed in the main position and become the masters of classroom learning. We can pay attention to whether students participate in learning with full enthusiasm and strong interest in class, whether they really achieve independent learning, independent reading, independent cooperation and independent exploration, and experience the fun of learning success from each class.
Five Work Plans for Customer Service Staff (5)
Time flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, the next step, I need to overcome and improve, and strive to do the following.
Study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always wonder? Is it not easy to do simple things well? . Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
At work, everyone should strictly abide by it? Customer first, service first? Working ideas, consulting customers and giving detailed answers; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
One of the basic qualities of customer service in San Xiao.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
At the same time, I also have some superficial views on how to overcome the work:
Do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1. Try to understand customers' needs and actively help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to handle certain relationships, or having rich handling experience, certain personality strength and good first impression can give customers trust.
4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.
5. The appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.
Handle customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
3. Matters needing attention in handling customer complaints and complaints
1. Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2. Have a better attitude
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of enterprises to solve problems. Third, it can prevent the negative pollution of customers from causing greater harm to enterprises in time. Fourth, the loss can be minimized.
Step 4 speak appropriately
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5. A little higher level
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6. There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1. Listen carefully to every word of the customer.
2. Apologize fully and let the customer know that you have understood his question.
3. Collect accident information and find out the most suitable solution.
4. Put forward effective solutions
Ask customers' opinions
6. Tracking service
7. Put yourself in the customer's shoes.