Customer service work plan 1 how to write it?
Time flies, in a blink of an eye, I have been joining Fu Bio-industry in Ganlong Xuefu Community for one month, and I am deeply touched. With the care and love of my leaders and colleagues, I have learned a lot of work experience, and various work systems have been continuously improved. In my heart, I always adhere to the service concept of "using our love, carefulness and thoughtfulness for your comfort, satisfaction and peace of mind, and doing a good job for small businesses in the community". The work of this month is summarized as follows:
Many people don't understand customer service work and think it is simple, monotonous or even boring, but it is not. To become a qualified and competent customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise there will be many mistakes and dereliction of duty in your work. It is not enough for an excellent customer service staff to have skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to make boring and monotonous work colorful as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude.
(1) Strictly grasp the service quality and level of customer service personnel and create a good service image. The customer service department is the bridge and information center of the service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. I am responsible for all the work of the first phase 1 building of Ganlong University. A total of 1 Building 17 1 Houses have been handed over, 106 Households have been renovated, and 53 Households have moved in. In my mind, I finally set up the service tenet of "Sincere service, everything for you", and put this concept into the service for the owners, taking the owners' affairs as my own business in the service.
(two) closely cooperate with various departments to do a good job of internal and external contact and coordination of service centers. The important function of customer service department is to contact the service center and the owner and other external work, provide services to the owner in time through feedback information, and deal with the problems raised by the owner in time.
1 1 focus of the monthly work plan:
(a) Continue to enhance the level and quality of customer service:
(two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 90%;
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of building protection, regular inspection of vacant houses, and constantly improve the quality of service.
Looking back on the past month, I have gained a lot and grown a lot. Only when you give can you gain, and only when you pursue can you taste an upright life and cheer yourself up. Under the leadership of the company leaders, I will work hard in the new month and create better results!
How to write the work plan of customer service department II
In 2000, the key work of our department was to further raise the level of property fees by-percentage points on the basis of 2000; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached-%.
(two) to further improve the level of property charges, to ensure that the charging rate reached-%.
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Looking back on 20-2000, our work is full of hardships and setbacks, but we have achieved growth and achievements. Looking forward to next year, we are facing opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.
How to write the work plan of customer service department 3
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 plans:
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.
3. Filing
Use unified professional management software to establish customer files.
4. Statistical analysis of data
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions.
5. 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.
6. Handling of customer complaints
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, which leads to 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, 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 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, thank you!
How to write the work plan of customer service department 4
The new year is full of challenges, opportunities and pressures for Guangzhou Electrical Equipment Co., Ltd. Shanghai Branch, which has just been established for more than two years. In these two years, due to the careful training of superior leaders and the support and cooperation of all employees, customer service has been gradually improved. In order to win the recognition of customers as soon as possible, gain advantages over other manufacturers and enhance the service image of the company in the eyes of customers.
(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, promised things must be done and done well; Don't ignore the details; Pay strict attention to clothes, appearance, gestures, etc.
(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 various quality problems raised by customers at any time. With the attitude of "learn more, communicate more and take the initiative to attack", we 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.
Take the initiative to carry out the work to the point and reduce service efficiency. 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 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 a customer complaint is received, it shall be handled as a customer quality complaint.
It shall immediately reply to the relevant production department (responsible department), fill in the Customer Complaint Handling Report, and formulate corrective and preventive measures for quality complaints. 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.
There may still be many unclear and incomprehensible places. I hope leaders and colleagues will give more support and help. Looking forward to 20-2000, I will work harder, be responsible for this position, strive to win more profits for the company and establish a glorious image of the company in the eyes of customers.
How to write the work plan of customer service department
In the new year, we will adhere to the overall working idea of strengthening, grasping the weak, filling the gaps and innovating in accordance with the development requirements of the China Insurance Regulatory Bureau in the Twelfth Five-Year Plan, combined with our own reality and around the specific requirements of the general manager's office of the branch, make a fuss about changing our thinking, exert ourselves in scientific development, use our brains in talent construction, and strive to complete the annual targets issued by the branch, so as to ensure that all the construction of the branch has a new promotion on the original good basis.
(1) Constantly changing ideas and enhancing confidence in development.
Strengthen the sense of crisis and enhance the sense of urgency for development. In the face of fierce market competition, the rise of a large number of branches and four-level institutions has brought unprecedented challenges to our living space. Carry out extensive crisis education in branches, further improve the internal performance appraisal system of branches, truly link performance with survival, and stimulate the internal motivation of work to the maximum extent. Enhance the sense of innovation and cultivate a pragmatic style. In the new year, we will take targeted development measures, such as business training, problem consultation, expert guidance and policy guidance, in combination with the company's actual situation, to improve efficiency and maintain the sustainable leap-forward development of the branch's business. Strengthen the sense of transposition and comprehensively enhance the' service image' of branches. Insurance competition is already service competition. In the new year, we will conscientiously implement the concept of service in every business, refine the service process, clarify the service content, standardize the service quality, and gain customer recognition, brand effect and market opportunities through our services.
(2) Continuously optimize the business structure and realize scientific development.
Continue to do a good job in auto insurance business. Automobile insurance business is our main business. However, how to reduce compensation and generate benefits in auto insurance business has always been a bottleneck that we urgently need to break through. In the new year, according to the statistical data of auto insurance business, we will further implement the underwriting management regulations of branches, ensure the superior and limit the inferior, increase the average premium of auto insurance, reduce the payout ratio, and strive to make auto insurance business a profit-oriented type of insurance.
First, it is necessary to consolidate old customers, do a good job in renewing auto insurance, give full play to the service advantage of "paying in the whole city", and strive to keep the renewal rate above 50%, of which the renewal rate of long-term customers is above 90%; The fleet business and group car business remain above 80%; The renewal business of 4S stores is maintained at around 30%.
Second, continue to focus on operating vehicles, making it the main channel for the development of auto insurance.
Third, actively explore new auto insurance channels. We plan to expand 2-3 auto insurance channels in 20 10.
Focus on expanding the non-auto insurance market. The market competition of high-quality non-auto insurance business has been fierce. Since the establishment of Ying Da Company, the share of East China Power Grid and China Power Investment Corporation increased, the business of our branch was affected, and the premium scale was greatly reduced. In 2000, we will not only continue to strive for the renewal of non-auto insurance, but also actively explore new non-auto insurance growth points, which will play an important role in our business accounting and risk control. We plan to focus on the development of "credit insurance+auto insurance" linkage business, actively strive for the premium scale of credit insurance, and strive to make the non-auto insurance premium scale reach a new level on the basis of the renewal of non-auto insurance business, ensuring that the premium scale will increase by more than 50% compared with 20 10.
Vigorously deepen life insurance business. From the analysis of the business situation in 20-2000, our life insurance business did not develop rapidly, but at the end of this year, we have made effective and positive preparations to promote the rapid development of life insurance business in 20-2000. We plan to take advantage of the underwriting characteristics of commercial vehicles to do a good job of "car+people" insurance. Decentralized life insurance business integrates the development of channels and strives for the stability of premiums.
(3) Continuously strengthen team building and lay a solid foundation for development.
Strive to improve the management ability of team members in the branch to control the overall situation. Seriously study and analyze the market, master macro and micro policies, and make correct judgments and decisions on the company's business direction. Strictly adhere to the meeting system, learning system and investigation system, and the team members are both decision makers and practitioners. At the same time, they strictly implement the requirements of the branch, standardize the management of various expenses, improve the utilization rate of various resources, and improve the efficiency and efficiency of the company's operation and management. Strive to improve the ability of managers to find and solve problems. According to the requirement of "advocating one spirit, strengthening two kinds of consciousness and improving three kinds of abilities" put forward by General Manager Wan at the meeting of the General Committee in 10, we will take improving the ability and quality of managers as the top priority of our work in the new year, insist on replacing training with meeting, improve the practical ability of managers in the form of pair contract, play the role of assessment carrier and enhance their sense of responsibility.
By grasping the first line at the first level, we can achieve the effect of one level with one level and one level with one level, thus promoting the healthy development of the whole branch. Strive to improve the overall combat effectiveness of branch employees. Taking training and introducing talents as the fundamental plan of the company's development will provide a strong impetus for the company's sustained and healthy development.
How to write relevant articles in the work plan of customer service department;
★ The latest five complete works of customer service work plan
★ The latest collection of five customer service work plans
★ 5 Work plan of customer service staff
★ Summary of customer service work plan 5 articles
★ 5 Annual Work Plan for Customer Service
★ Five Work Plans of Property Customer Service Department
★ Five model articles on the annual work plan for customer service
★ A collection of five customer service work plans.
★ Customer Service Department has five personal work plans for the second half of 2022.
★ Company Customer Service 202 1 Personal Work Plan Model Paper