I think the hard indicators of customer service specialists should be: the number of customers received, the number of problems solved, the number of questions answered, the time spent receiving customers, customer satisfaction, the satisfaction of leaders with their work, what kind of training they need to do to be better qualified for this position, attendance and so on. Soft indicators should include: working attitude, enthusiasm for customers, ability to deal with problems, ability to adjust the relationship between customers and companies, and reasonable arrangement of working hours.
The hard indicators of customer service supervisor should include: the number of customers received by the team, the proportion of solving intractable diseases, customer satisfaction, employee performance, attendance, management of employees under the opponent, the overall performance of the team, and whether the tasks assigned by superiors can be completed. Soft indicators include: work attitude, whether to adjust the relationship between employees, whether to assign tasks to employees reasonably, adaptability, whether to bridge the gap between employees and leaders and so on.
The hard indicators of customer service manager include: whether a detailed plan has been made, the implementation of the plan, whether the tasks assigned by the superior are fully understood and arranged, the completion of the tasks by the department, whether the customer's problems are summarized, and the degree of help to the company's improvement. Soft indicators include: work attitude, supervisor's thinking, business management, degree of democratization of the department, whether to adopt employees' good suggestions, adaptability and so on.
Part of it is related to the human resources of customer service personnel, including customer service personnel from recruitment to pre-job training, output assessment, departmental organizational structure, intelligence requirements and quality requirements of each position, employee development plan, administrative rules and regulations of customer service department (including confidentiality agreement and code of conduct), employee vacation system and resignation system.
The other is about the process of customer service department and the establishment of relevant documents and forms.
Customer service management system
In order to maintain the company's image, improve the service level and increase the company's benefit, this system is specially formulated.
I. Personnel quality
1, with good professional ethics and correct service concept, set up the service tenet of leaving difficulties to oneself and facilitating customers, maintain the image of the company and serve customers wholeheartedly.
2. Proficient in this position business and related business processes. Familiar with the procedures and methods of booking, feedback and return visit services of this business.
3. Understand the various businesses that the enterprise has started (including system functions, usage methods, order processing flow, member return visit flow and service standards).
4. Standard and fluent Mandarin.
5. Proficient in computer operation. Typing speed reaches 60 words/minute.
6. When accepting customer inquiries and complaints, customer service representatives must strictly implement the standard terms of service and handle customer inquiries or complaints kindly, cordially and enthusiastically;
7. Customer service representatives should strictly follow the requirements of "three wants, three differences and four similarities" in their work. Namely:
Third, the word "please" comes first, the word "you" never leaves the mouth, and the word "goodbye" ends.
Three noes: don't use blunt language, don't pass the buck, don't blame and blame customers.
The four are the same: strangers, like acquaintances, have been checked, are busy at work, and are in a good mood.
1. Customer service personnel must be recruited and trained by the company.
2. Customer service personnel must be deployed by the company's customer service center, and others have no right to deploy customer service personnel. Other personnel in the company must cooperate with the customer service staff in their daily work in the company. Such as: contract checking (including contract contents, contract years, total contract amount, paid-in amount, invoices, signatories and other details) and dunning.
3. The salaries of the customer service manager and customer service assistant are paid by the company, and the general manager of the company gives everyone at least a monthly bonus of 300 yuan according to their performance in the company.
4. The customer service center will assess the product knowledge and company system of customer service personnel every month, which will directly affect the performance bonus of customer service personnel.
5. Customer service personnel are not allowed to sign the bill. After receiving calls from potential customers, it is necessary to make records and arrange business personnel to follow up reasonably (if there is a local account management department, account managers will be given priority to follow up).
6. Customer service personnel must obey the management and deployment of the company. The tasks assigned by the company's customer service center must be completed on time and with good quality, and their performance at work should be assessed through performance appraisal. At the same time, customer service personnel have the obligation to assist the general manager of the company in customer service. Such as: daily telephone contact, cooperating with business followers to visit and maintain the company's gold medal customers, communicating with business personnel, and assisting the general manager of the company to train business personnel in product knowledge and company system. Customer service personnel need to make a monthly summary report on the customer maintenance of business personnel and account managers in that month.
7. Customer information is an important intangible asset of the company, which shall be kept strictly confidential and shall not be disclosed to anyone or used for other purposes without authorization; Do not copy without authorization and take it out of the company without permission. Proper filing management, the establishment of electronic documents, on-site customer service office should prohibit irrelevant personnel from entering at will, and non-customer service personnel from using their own computers to avoid the loss of important customer information.
8. We should consciously abide by the schedule stipulated by the company, and any kind of leave should be approved by the customer service manager in advance (the customer service manager should inform the general manager of the customer service department in advance). In case of emergency, you should call the department manager within 1 hour.
1. Evaluation standard: 1. The continuous working hours of each employee shall not exceed 8 hours.
2. The monthly daily assessment score is 80 points, which is mainly scored by the training specialist in terms of XXX, XXX, on-site reception order execution, service quality, cooperation and communication, health status, etc.
3. If the employee ranks last for two consecutive months and scores less than 70 points, or scores less than 60 points in that month, the company has the right to dismiss the employee.
4, XXX, XXX, the daily assessment of on-site reception is scored by the training specialist, and the assessment of the training specialist is scored by the supervisor.
5. Full score in the monthly exam 1 10. The total score of the month is above 1 10, and it is still calculated as 1 10.
6. In order to assess everyone's understanding of work skills, all customer service personnel (including XXX, XXX, on-site reception) are regularly assessed for work skills, and in principle, work skills are tested once a month.
Second, the bonus standard: the workload and quality of the month are the first in customer service, and there is no violation. 5 points
The customer service test score is out of 5 points.
In case of emergency or shortage of staff during activities, the company can take the initiative to replace the class, 5 points/time.
Be able to complete the extra work put forward by the superior while completing his own work, 5 points/time.
The effective complaint rate in the current month is zero, and 5 points will be deducted/time.
For the management of the whole customer service team, reasonable suggestions can be put forward. After the trial, the effect is ideal 5 points/time.
Third, the deduction standard.
1. Minor violation
Deduct 2 points/time for not using Mandarin during working hours.
After the shift change, my office desktop was messy for 2 minutes/time.
The personnel on duty who have not finished cleaning after work will be deducted 2 points/time.
Arrive late and leave early for 2-5 minutes/time.
5 points/time will be deducted if the handover record and relevant forms are not carefully recorded and filled in.
Failure to respond to customer complaints in time when on duty, impatience and unfriendly response to complaints, 5 points/time.
Leave the post on duty for more than 5 minutes, without informing the superior for 5 minutes/time.
2-5 points/time will be deducted for failure to carry out customer service in time and effectively.
Talk about things unrelated to your job during work hours 1-2 points/time.
Loud noise in the office area will affect others' work, and 2 points will be deducted/time.
Smoking or dining or eating puffed food, melon seeds, etc. In the office area, it is 5 points/time.
Customer service information input error deducted 2 points/time.
Failure to deal with emergencies within the process control time, exceeding 1~ 10 minutes, lasting for 5 minutes/time.
The supervisor's random spot check score is 2-5 points/error.
2. Moderate violation:.
Watch and play online movies and games during work hours 10 points/time.
Table data records are seriously inconsistent with the actual workload, and the workload is falsely reported as 10 minute/time.
Failing to reflect the abnormal shift time in time, or failing to report 10 minute/time in knowledge.
Download and install the software in the working machine without the approval of the supervisor, 10 minute/time.
Skip unprocessed problems or other work records without permission 10 minute/time.
Absence from regular departmental meetings without leave 10 score/time.
Customer service exam, the score is below 60, 10 score/time.
Unexpected events are not handled within the process control time, exceeding11~ 30min10min/time.
3. Serious violations:
Absenteeism 20 points/time
In case of quarrel, dispute or conflict with the customer on duty (effective complaint), 20 points will be deducted/time.
Let non-company personnel enter the work area for 20 minutes/time.
Dismantling company equipment without permission and taking it out of the company will be deducted 20 points/time, and compensation will be made at the same time.
Customer service personnel fail to perform their duties well in the current month (two or more violations, moderate violations, four or more violations, minor violations), and 20 points will be deducted/time.
Failure to deal with emergencies within the process control time, exceeding 30 minutes and 20 minutes/time.
Go to bed at work and get fired directly.
Hang up the customer service phone during working hours, resulting in the user being unable to make a call and directly dismissing.
Factions and small groups undermine the healthy development of the team, affect the working mood of other employees, and directly dismiss them.
Direct dismissal and accountability for malpractice by taking advantage of authority.
In addition, in the monthly assessment, the training specialist can give extra rewards and punishments according to the overall performance of each team leader this month (refer to the assessment rules for customer service team leaders), and the score fluctuates between-5 and 5, and the reasons for the extra rewards and punishments must be explained.
When the evaluation score is greater than 90, the performance of A is 80 ~ 90, that of B is 70 ~ 80, that of C is 65 ~ 70, that of D is 60 ~ 65, and that of E is.
Fourth, specific reward and punishment measures.
1, based on the assessment score of 80, personal salary will fluctuate according to the monthly assessment score.
2. The floating range is 300 yuan. Each assessment score corresponds to 10 yuan.
3. For example: A. Party A's employees get 80 points this month, and their salaries will remain unchanged.
If the employee of Party B scores 9 1 this month, the salary of that month will increase 1 10 yuan.
If the employees of Party C and Party C score 68 points this month, the salary of that month will be deducted 120 yuan.
If the assessment score of D and D employees is lower than 60 points this month, the company has the right to terminate the labor contract.
4. From the third month of employment, employees began to implement performance salary floating. Only the scores are assessed in the first two months, and the salary does not fluctuate.
Verb (abbreviation of verb) Other 1. This system does not offset other systems of the company, and employees can still participate in the selection of the company's incentive system.
2. This system shall be implemented after being approved by the president of the company, and shall be reported to the administrative personnel department for the record.
3. Please refer to the latest version for possible additions or deletions in this system.
Notes on intransitive verbs: 1. Every employee resigns within one month after the training, and the salary will not be settled.
2. If you resign during the probation period, you need to pay half a month's salary as training expenses.
3. Those who perform well during the probation period and have excellent assessment results may apply for confirmation in advance.