8 telephone customer service personal work plan
Telephone customer service 1 personal work plan
The market competition in the automobile industry is becoming increasingly fierce. This kind

8 telephone customer service personal work plan

Telephone customer service 1 personal work plan

The market competition in the automobile industry is becoming increasingly fierce. This kind of competition is the competition of product quality and service level. Customer service is closely related to the survival and development of the company. For customers, service is an important criterion to measure whether an automobile sales company is trustworthy. And the important means to improve the core competitiveness of the industry is quality service. Looking back on the telephone customer service work in the company for one year, it is like a link, connecting the sales department and the after-sales service department.

I worked hard for the company's customer service for a year and tried my best to do this job well. Although I have accumulated some valuable experience in my work, there are also obvious problems and shortcomings. For the sales and after-sales of automobiles, the plan is as follows:

After-sales service is the post-service for establishing, maintaining and developing customer relationship. Its purpose is also to establish and improve customer satisfaction and loyalty to our products. Maximize the development and utilization of potential customers in order to seek profits and healthy and sustainable development of enterprises. It takes several times more effort to win a potential customer than to keep an existing customer. In order to further improve customers' satisfaction with the company and create a good corporate image, according to the characteristics of automobile after-sales service, the company's customer service process plan is formulated as follows:

First, standardize the terms of service and improve the quality of service. The store decoration and service quality of the company have been greatly improved than before. However, many customers report that the overall service quality of our company lags far behind that of Mercedes-Benz BMW. The service is not enthusiastic and does not make customers feel valued. In order to improve the professional quality of service personnel as a whole, it is suggested to conduct service quality training once every cycle. After-sales service personnel use "cross politeness" in their work: hello, please, thank you, you're welcome, I'm sorry. Stay calm, witty, and speak softly. Let customers have a first impression of being at home. When customers sit down and wait in the living room, they should take the initiative to pour tea and signal "please use tea". Make the standard service terms a part of the company's corporate culture, thus forming a good service atmosphere.

Second, the first question responsibility system is implemented. Get along and communicate with the staff of after-sales department. The company's business reception still has a lot of room for improvement. Without rules, there will be no Fiona Fang, and detailed work content can ensure the enforceability of the work. The implementation of the first inquiry responsibility system requires front-line business personnel to solve the requirements put forward by customers. Including the maintenance consultation before picking up the car, the progress follow-up in the maintenance process, the answer of the maintenance cost, the service care on the day after the maintenance (calling or texting) and the follow-up of the accessories ordered by the customer during the maintenance process. It is suggested that the front desk business personnel should pay a three-day quality follow-up visit to the customer service personnel and keep abreast of the follow-up situation. Including unresolved faults and service quality analysis after vehicle maintenance. These are all improvements made by our business reception in the future work. The customer service department will intensify the inspection. Clear reward and punishment system to ensure the implementation of employees' work. If there is no difference between doing and not doing, all systems will be a blank sheet of paper.

Third, establish an appointment system for after-sales departments. Seize the opportunity of the company's storefront decoration and the series of activities such as "service year" proposed by the group company to further enhance customer satisfaction. Business reception takes the initiative to submit business cards to each incoming vehicle and remind customers of our reservation service. Ask for scheduled maintenance for customers, or our company suggests scheduled maintenance to customers according to the production situation. After the customer agrees, fill in the appointment form, write down the appointment time clearly and go through the appointment formalities. In case of accident car insurance, it is necessary to prepare high-value accessories and ask customers to pay a deposit in advance (not less than one-third of the original price according to regulations). After making an appointment, you should fill in the "reservation statistics"; It is necessary to inform the workshop supervisor within the same day and reserve the station in advance. When the appointment time is approaching, inform the customer in advance. The customer service department does not conduct spot checks on this, and informs the customer service department of the results of regular inspections or spot checks at the weekly meeting.

Fourth, organize customer data and establish customer files. According to the requirements of Shanghai head office, the customer service staff will establish customer files (basic data table of customer files and telephone record table of tracking service) within three days to carry out daily maintenance and maintenance on the inbound vehicles, that is, one car, one file and one bag. The contents of the file include customer information and customer vehicle information. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, model and license plate of the vehicle to be repaired. Customer's vehicle information includes: maintenance items, maintenance cycle, next maintenance cycle, maintenance items, settlement, complaints, and generally the "maintenance list" of the vehicle is the main content. Establish the basic data table of customer files and store it in the portfolio. Put it in the designated vehicle filing cabinet and keep it by the customer service staff. Every time the service phone is tracked, the customer service personnel need to register in the form, save the phone records in the file, and file the phone registration form.

After five or three days, maintenance and service quality tracking. According to DMS system, customer service staff will provide customers with telephone tracking service regularly after three days. The contents of the tracking service include: asking customers about the use of vehicles, evaluating our services, informing each other about driving and maintenance knowledge, or making suggestions on reasonable use, reminding them of the next maintenance time, keeping in touch, and recording and counting the tracking service. Customer service personnel should supervise the quality of after-sales service and summarize the after-sales service once a week and once a month; Summarize and summarize the report in the form of written report to the leaders at all levels of the company and file it.

Telephone customer service personal work plan II

Being engaged in telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth.

In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service.

Make the following plans:

First, effectively complete the power-off task. In the daily exhalation, learn to summarize the characteristics of various places, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient exhalation. For example, when collecting personal loans in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in * * area; For example, customers in line * * are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Combination of quantity, quality and benefit;

Second, strengthen self-study and improve professional level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;

Third, enhance the awareness of active service and maintain a good attitude;

Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.

Telephone customer service personal work plan 3

In order to do my job well, I need to strengthen my work plan for the coming year as follows:

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 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.

Second, according to customer files, study 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.

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 views on our service.

2. Ask customers if our company has any new service requirements in the near future.

3. Inform the relevant knowledge and precautions of automobile application.

4. Introduce all kinds of services provided by our company to customers recently, especially the new service contents.

5. Introduce all kinds of preferential networking activities arranged by our company for customers recently, such as free testing week, preferential service month, new knowledge party on automobile application, etc. The content, date and address should be clearly written.

Telephone customer service personal work plan 4

Due to the particularity of our higher education, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive method, change subdivision, adjust vertical control, save resource allocation, simplify service procedures, do a good job in customer service, and promote the head office to improve its performance and become bigger and stronger. The following is the work plan.

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

1. Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

2. Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department).

3. Do a good job in customer service and front desk service.

Customer reception. Do a good job in customer reception and coordination of problem reflection.

Service and information delivery. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, and other information consultation.

Follow-up and return visit of related logistics services.

24-hour service telephone.

4. Coordinate the handling of customer complaints.

5. Do a good job in customer reception day activities and actively collect and handle customer opinions.

6. Establish customer files. Including family area, teaching area and student community.

7. Do a good job in communication services such as suggestion box, blackboard newspaper, blackboard newspaper and warm tips.

Third, continue to do a good job in ISO quality inspection management, office work and customer service of the property management center.

Continue to provide effective maintenance customer service with xx Center.

Four. Institution building

1. Establish a customer service center for logistics enterprises.

At present, the customer service department belongs to xx Center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our unit to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

2. Equipped with at least two people.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. There should be no less than two human resources, and the staff should have a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing the other, and gradually establishing norms and improving customer service.

Verb (abbreviation for verb) budget

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the economic principle, make up a budget of xx yuan/month, and spend xx yuan on official business every year.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the bidding for property services in xx Park can be successful, the customer service center can adopt the model of "xx Community".

The above work plan is only used as the idea of "cadres quitting the league" and "quality, reform and development" organized by the customer service department for the head office, and may not be implemented immediately. Practice is the only criterion for testing truth. Customer service should be gradually improved and upgraded according to its own characteristics. We continue to explore in our work, with the aim of providing logistics services and making the company bigger and stronger.

Telephone customer service personal work plan 5

1. Improve service quality in an all-round way and implement "special service". In terms of improving service quality, it is necessary to activate the employee reward and punishment assessment system, carry out standardized management, establish a good and standardized positive and negative incentive mechanism, find a breakthrough in the work, and resolutely ban the wrong practice of punishing employees twice by the commodity department. Grasping on-site discipline is now basically on the right track. It is necessary to master sales skills and commodity knowledge and improve the marketing level, thus helping to improve the overall service level. This year's service aims and standards, as well as what kind of image Guofang Parkson should establish in the eyes of customers, change the service concept and what customers need, are all things we have to do. Guofang Parkson has long been a leader in Lanzhou. Shopping malls are as cruel as battlefields. If you don't sail against the current, you will retreat. If an enterprise wants to develop, it must have its opponent's ideas and measures. Therefore, if an enterprise wants to be in an invincible position in the fierce market competition, it must put commodity brands, service brands and enterprise brands on an important work schedule, upgrade, maintain and develop them, and gradually form Jincheng's well-known and unique "characteristic service" strategy. Therefore, from the fourth quarter of 20xx to the first quarter of 20xx, Lanzhou took the lead in advocating and implementing "special service", playing a special service brand, showing the unique service quality and service grade of Guofang Parkson. According to different formats, we provide different services, such as "Do Not Disturb Service" in supermarkets, "Brand Service and Friend Service" from the commodity department on the first floor to the commodity department on the fourth floor, "Friend Service" from the commodity department on the fifth floor and "Skill Service" from the commodity department on the sixth floor, to show the society that we are pursuing high-quality and high-quality services. Achieve the most perfect service that exceeds customer expectations.

2. The Service Office undertook the service skill competition area of the 6th Games of the Company, including knowledge competition, scenario simulation, whole-course fire drill, answering questions on positions that should be known, etc., so as to enrich the amateur cultural life of employees through the competition; For the purpose of job training, in the form of entertaining, improve the quality of employees in each position; With professional quality requirements, comprehensively improve the service awareness and service level of company employees. Show the company's service level (including: the development history of Guofang Parkson, basic knowledge of corporate culture, professional knowledge, etc. )

3. Contact and communication with relevant government departments. Strengthen contact and communication with provincial, municipal and district consumer associations and competent industrial and commercial offices, and maintain good cooperative relations with them, keep abreast of the development trends of the retail industry, and establish a good reputation.

4. Accept and handle customer complaints, and fully safeguard the reputation of Guofang Parkson. In the fourth quarter of 20xx, we will use regular departmental meetings, foreman communication meetings and other forms to train the floor manager in terms of company return and exchange regulations, complaint handling skills, excellent case analysis, etc. (because most foremen are new employees now, it is urgent to strengthen training). Pay attention to standardize their own reception forms and services, standardize complaints, reception etiquette, reception procedures, the implementation of treatment results and floor reception and records, ensure that reception is in place and completed, always measure their management level with customer satisfaction, and consider and deal with problems from the standpoint of consumers, so as to win more repeat customers. Because the current market is "customer satisfaction is a win-win situation".

Telephone customer service personal work plan 6

The year 20xx is coming to an end. Under the leadership of the company, Hongri Company has made new breakthroughs. When I first entered the company, I didn't even repair the project fence until the first phase of the project was delivered today. It can be said that the company has undergone a qualitative change. In the past year, with the support of company leaders and colleagues in various departments, I have learned a lot, and my ability and knowledge have been greatly improved. Thank you very much for Red Sun Company. I will summarize my work in the past year as follows:

I. Personal work this year

In April this year, with the support and promotion of company leaders, I 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 job 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.

From March to April of a certain year, the main work focuses on the replacement of the first-phase customer contract before filing and the explanation and confirmation of the customer after the first-phase apartment change.

May-June-July of a certain year, I was mainly responsible for determining the area price of shops and developing the sales of shops.

From August to September of a certain year, the main work focus was the replacement of the second phase contract and the sales of affiliated shops.

I did some preparatory work before handing over the house and found out the internal engineering of the house.

XXXX-65438+February is mainly to deliver the first phase of 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 been actively cooperated and supported by the chief engineer 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, problems at 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 and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.

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.

4. Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.

Three. Work plan for a certain year

The end of a certain year does not mean the end of our work, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. The company's sales in a certain year can be said to be very good, basically completing the sales tasks set by the company in a certain year. However, in the final work, due to the tight time and the lag of the project, the first phase of delivery was not very smooth. At the same time, it has had a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before. This will have a certain impact on the sales of houses and shops in the next three phases. At the same time, affected by the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, and investors are becoming more and more cautious. Coupled with a wide range of price reduction trends, it has brought great difficulties to our sales work in a certain year. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness, and strengthen our service concept. From my personal point of view, I will obey the company's arrangements and be strict with myself, and meet the work in a certain year according to the following points.

1, adjust mentality and build confidence. We should believe that the difficulties should be temporary. If there is winter, then spring will not be too far away from us.

2. Improve service awareness and service ability, do a good job in customer maintenance, and maintain the brand image of the company as much as possible.

3. Persist, change your adaptability and improve yourself. We can't change the environment, but we can adapt ourselves to it.

Looking back on the past, brilliant achievements; Looking ahead, there is a long way to go. I believe that with the company's reform and continuous progress, even if it faces a more severe test in a certain year, as long as all colleagues in the company can unite, abandon selfish distractions and correct their mentality, I believe that with the concerted efforts of everyone's Qi Xin, we will certainly achieve more brilliant results in a certain year.

Telephone customer service personal work plan 7

According to the 20xx annual work, combined with the company's development status and future development trend; 20xx annual work plan of customer service department is hereby formulated, with the following contents:

First, the invoice

Aiming at the contradiction between the shortage of company invoices and customers' urgent need for invoices, different solutions are formulated, including language solutions and material solutions.

Second, members.

1. Continue to encourage customers to apply for membership cards and increase the number of members.

2. Determine the specific scheme for converting membership card points into gifts.

Third, customer complaints.

1. According to 20xx annual customer complaints and suggestions, formulate and improve customer complaint solutions, and continuously improve service quality and service skills.

2. Carry out customer satisfaction survey. Investigate by means of telephone call back. , and make corresponding rectification for the problems found.

3. Make a plan to appease customers who have difficulties in complaining, including applying to the company for making small gifts and reimbursing customers for taxi or gasoline expenses.

Fourth, reception

1, personal reception. Do a good job in the coordination of guest reception and problem feedback.

2. Group visit reception. Relevant personnel have an in-depth understanding of the company's corporate culture and related information of the center, product information in various regions, business processes (cash register process/online and offline sales process/return requirements and processes), etc.

Verb (abbreviation of verb) employee training

In order to continuously improve the quality of customer service personnel, the training plan for customer service personnel is specially formulated. The training content mainly focuses on gfd, customer service etiquette, customer service language skills, customer complaint handling, team cohesion and so on.

Telephone customer service personal work plan 8