1. Conditions: the customer service staff must have some online time, video, good image, good temperament, sweet voice, strong language expression ability, be able to abide by the rules in the station, have a sense of responsibility, be able to adhere to the workers, be able to guarantee that they can accept the real-name management of the customer service staff in this station, and participate in training and practice for 40 hours;
2. Apply for internship by the minister on duty;
3. Excellent performance in the internship process can be recommended by the minister and approved by the webmaster to become a full member in advance;
4. Communicate with the person designated by the station twice during the internship, including the situation of the station, the purpose of customer service and the technical essentials of customer service. , and record and file;
5. According to the experience in the internship process, write a work experience and apply for weighted regularization, and file it. After the webmaster passes, he will participate in the on-site defense assessment according to his summary;
6. real-name registration system registration, customer service staff of this site, to register, verify and put on record;
Second, the attendance reward and punishment workflow
1. The minister is responsible for recording the work attendance of this department in detail every week;
2. According to the work log, the working time per week shall not be less than 30 hours. Under special circumstances, the reasons shall be explained and approved by the webmaster;
3. Attendance reward and punishment: the work is evaluated monthly, and the evaluation work is the best and the worst.
Third, the work flow on duty
1. During the shift change, warmly and actively accept the visit of chat friends and ask their visit motives;
2. patiently and meticulously answer the difficult questions of chatting friends and establish a customer service image.
3. Accept the appointment of the minister, specifically communicate with the designated chat friends in detail, accept the complaints of chat friends, collect the suggestions of chat friends, and organize reports;
4. The minister on duty is responsible for sending system messages or going to the designated room;
There are technical problems in the room and in the station. Need to report to the group for technical support as soon as possible;
6. Reward and punishment of work performance: evaluate the work on a monthly basis, with the best and worst evaluation work.
Fourth, the emergency handling workflow
1, and establish a detailed emergency liaison plan for this department; The official staff of CC Customer Service Department must leave detailed contact information, telephone number and address for the other party. And fill in the business card of the working group in detail.
2. Formulate the detailed emergency plan of the department;
Five customer service center disciplines
1, unity, mutual assistance and friendship.
2, punctuality, must ask for leave in advance.
3. Fighting is strictly prohibited during duty, meetings and training. Private conversations on public screens are prohibited.
4. It is not allowed to bring bad emotions outside work to work.
5. Be careful, send a system notice and strictly check the format.
6, the implementation of the "deputy minister responsibility system". The deputy minister is in charge of each shift. Post changes need to be approved by CC webmaster -Lemon or CC minister-Tiequan. If the minister on duty fails to take over on time, he will be warned for the first time, and the deputy minister will be replaced for the second time, and the replacement will be considered according to the actual situation.