Customer Service Department 1 How to write a personal work plan I. Personal work this year
With the support and promotion of company leaders, xx was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. I am very grateful to General Manager Liu for his 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 store area price 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 first-phase customer delivery.
The above is part of the phased work I have participated in. In addition to the above work, I am mainly responsible for daily work:
1. In the sales process, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by General Manager Shi and Minister Zhao of the engineering department. Thank you here.
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, the problems existing in the work
Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my 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. What we do is sales. Usually, we should use sales skills flexibly 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 at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
How to Write Personal Work Plan of Customer Service Department 2 This document is specially prepared to ensure the realization of the company's strategic planning and overall goals in 20xx, strengthen the execution ability of the company and all departments, 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. In the fourth quarter of 20xx, according to the 20xx customer satisfaction survey report, the 20xx customer satisfaction improvement plan was made at the end of February, and it was 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.