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. The following is my recommended after-sales service work plan for reference only. Welcome to reading.
After-sales service work plan 1
First of all, sort out customer data and establish customer files.
When a customer sends a car to the factory for maintenance or comes to the company for consultation and negotiation on automobile beauty, after completing the relevant formalities or negotiation, the business department will sort out and tabulate the customer's relevant information, establish a file, put it in a file bag, and make a 4s shop after-sales work plan 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 (see? Basic data table of customer files? )。
Second, according to customer files, study customer needs.
According to the customer file, the business personnel study the customer's demand for automobile maintenance and related services, and find out? Maybe next time. The content of the service, such as informing customers to maintain on schedule, informing customers to participate in the company's networking activities, informing the company of preferential activities, informing customers to enter the factory for maintenance or free testing on time, and so on.
Third, contact customers by phone and letter, and carry out tracking 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) Visiting customers
After-sales service work plan
The new year has begun, and the after-sales 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 after-sales 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.
As it is the first time to participate in the after-sales customer service work in the clothing industry, I have not done much work in just five days, but I have also found many shortcomings. I will try my best to do better after-sales customer service.
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;
Due to my lack of after-sales customer service experience, in order to do a good job of after-sales customer service efficiently, I hope that the relevant leaders and colleagues of the company will give some suggestions and help on the above issues, so that the after-sales customer service work can be well connected.
After-sales service work plan
1. Work policy
In order to improve the quality of after-sales service and achieve higher customer satisfaction. Realize? Customer first, customer first? Service concept, after-sales service customer reception department has specially formulated a 20__ year work plan.
Two. job objective
According to the requirements of after-sales service objectives in the overall planning of the company, the after-sales service reception objectives are as follows:
1. Establish a complete customer file to realize the sorting and classification of customer files. Implement systematic management.
2. Establish and implement a customer complaint system, and strive to ensure that every customer's problem can be solved.
3. Establish and implement a customer return visit system. In the initial stage, the customer return visit rate reached more than 30%.
4. Sort out and report customers' opinions and suggestions. Establishing communication channels between customers and companies can accurately grasp the different needs of customers at each stage and achieve higher customer satisfaction.
3. Specific implementation plan and work priorities
1. Establishment of customer files
The customer reception department should focus on the establishment, sorting and classification of customer files within 20__ years. Strive to establish a complete customer information management system. First of all, the first-hand information of customers should be obtained from the sales department. Customer information mainly includes the customer's name, address, telephone number, chassis number and engine number. Maintenance type, mileage, delivery or visit date, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle and next maintenance cycle. The customer reception department sorts out the above information of customers and fills it in the customer file table. And in the future business cooperation, gradually improve customer information.
2. Establishment and implementation of various systems
In order to comprehensively assess the quality of after-sales service, the customer reception department should establish the following systems: customer complaint system, customer opinions and suggestions management method, and customer return visit system. Specific measures and implementation plans shall be formulated by the after-sales reception department, and submitted to the department leaders in writing for implementation after approval.
3. The improvement of business level and staff training
In order to improve the professional level of employees, new employees should be trained, and the department head should draw up a training plan and implement it. The specific training contents include: organizing and studying the policies of various manufacturers, the rules and regulations of the company, teaching by example, and solving various problems in the work. Through training, employees can master their work skillfully and their business skills have been significantly improved.
4. Business execution monitoring
Inspection methods, standards and measures
(1) Have a programmatic plan and summary;
(2) Implement data monitoring and establish a perfect feedback form;
(3) Carry out criticism, self-criticism and mutual evaluation.
In view of the problems such as imperfect reception department and system, and lack of on-site practical experience, we should persist in strengthening on-site practice, cultivate and upgrade various professional levels in practice, strive for the initiative in work, improve the sense of responsibility and professionalism, strengthen work efficiency and improve work quality. Build a real? Master? Think, think in one place, work hard in one place, and actively serve the company's work. For the company's better development, better service to the car to contribute their meager strength.
Generally speaking, in order to achieve the company's goals, the after-sales service reception department is ready to meet the challenges and confident to do better service!