Time passes quietly in a snap of your fingers. I believe everyone is full of expectations for the upcoming work and life! We need to start making a plan now. How should we make a plan? The following are five model essays on the annual work plan of telephone customer service, which I collected and sorted out, hoping to help everyone.
Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.
The first is the short-term goal:
1, consolidate and maintain existing customer relationships and discover new customers (potential customers and potential demands).
Goal one can be achieved in the following ways:
1, regularly select customer groups and conduct targeted home visits and promotions.
2. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest travel trends of customers.
Goal two can be achieved in the following ways:
1, when receiving visiting customers, record the basic information and travel trends of visiting customers in detail, and provide new customers.
2. Record the customer's basic information and consultation content when accepting the customer's phone call, list it as our potential customer, and develop it into an existing customer at an appropriate time.
To complete the above work, there must be necessary conditions. At present, the conditions for customer service work include:
1. Rich professional knowledge. To serve customers well, you must be proficient in business knowledge. Only skilled customer service personnel can give customers a good first impression and reassure them.
2. Complete customer information. Having complete customer information can make us more aware of who we should serve.
3. Have a clear understanding and full enthusiasm for customer service.
Long-term goals include the positioning of customer service functions:
Customer service department is the service window in the Spring and Autumn Period, and it is the department that directly contacts customers, but it is different from ordinary stores or 800 hotlines. The customer service department undertakes the direct task of serving customers. What is the service standard? Who will succeed? How to evaluate? (Because the service work cannot be quantified, it is difficult to evaluate the customer service work with the help of a third party. The responsibility also falls on the customer service department itself. This puts forward higher requirements for the customer service department, that is, it is necessary to formulate service standards, norms, processes and information transmission methods (this standard is targeted, specific and quantifiable), and at the same time shoulder the responsibility of supervision and inspection, assessment and implementation, and evaluation and improvement.
Telephone Customer Service Annual Work Plan Section 2, Paragraph 5 (1) Work Focus
1. Strengthen staff training, strictly implement it and improve service level.
Cooperate with all managers to do a good job in training new store employees to ensure that the new store business enters a normal track before the peak season.
2. Strengthen system construction and improve management level.
Work with all managers to sort out the systematic company rules and regulations, apply them to new stores and modify and improve them according to the actual operation of new stores to ensure normal business.
3. Save energy and consumption, save expenses and reduce operating costs.
Work together with all employees to pay attention to energy saving and consumption reduction, save unnecessary expenses, ensure the completion of the specified total turnover every month, strive for excess award and innovation award, and improve the company's turnover and employee salary.
4. When the peak season comes, adjust the focus of work, constantly strengthen the communication between the kitchen and the floor, track and solve the opinions and complaints of the guests in time, and improve the service quality.
5. Communicate with the management personnel, and jointly do a good job in employee birthday parties, holiday activities and various entertainment projects, so that employees can feel the warmth of home and improve the cohesion of the team. Always remember that employees are our most important customers.
6. Organize management personnel to communicate regularly to solve the difficulties encountered in work and life, unify management thoughts and opinions, and constantly improve work tacit understanding and management efficiency.
7. Seriously finish other work arranged by the leaders on time.
(2) Work that needs to be followed up.
1, the regular meeting mode needs to be strengthened and consolidated, so that all personnel can master it skillfully through continuous drills.
2. Establish a systematic reward and punishment mechanism, so that internal employees can clearly understand the basis of rewards and punishments and take them orally, which is conducive to fairness.
3. Explore, summarize and sort out the training scheme of home system with all managers.
4. The training of new employees should be of high standards and strict requirements, and all the service knowledge and skills that should be understood should be mastered within the specified time, so as to improve the training effect and track the training results.
5. The handover between managers is not smooth enough, which will lead to the delay of work. This situation can be improved by strengthening communication and using handover books.
6. Work with all managers to improve the service details and leave a deep impression on the service.
The annual work plan of telephone customer service is 5 model documents 3 1. Be loyal to your work.
Customer service staff, I "don't make simple things simple". Treat everything at work, encounter complicated trivial matters, and work hard to do it; When colleagues need to take over, they can put down their rest and work plans without complaint, resolutely arrange the company and devote themselves to their work.
Second, study hard and keep pace with the times.
Theory is the forerunner of action. Basic telecom customer service staff, I realize that theoretical study is a task, a responsibility and a realm. Over the past year, I have studied hard, worked hard on theory, strengthened my thinking potential, paid attention to applying theory and combined with practice.
1, focusing on theory. In work, theory is used to solve practice, and the purpose of learning is more important than application. Have the potential of theory, understanding and solution, and improve the principle, systematicness, foresight and sex in the work. After coming to the company for three years, I pay attention to transforming theory into a scientific way of thinking, into a grasp of work, into a way of thinking about work, innovating, solving new problems, taking a new road, overcoming old-fashioned thinking, abstaining from "empiricism" and expanding my thinking.
2. Pay attention to overcoming laziness. Study according to system and planning theory. Do not regard theoretical study as a "soft indicator" and an extra burden, and consciously participate in party classes every quarter; That is, according to the study plan, individual self-study, carry forward the "nail" spirit, squeeze the contradiction between study, work and study, not neglect study because of busy work, and not relax study because of heavy tasks.
In the future work, I will carry forward my present work, I will work hard, build a good relationship with customers at work, solve customers' problems with new services, and let me solve customers' problems with new services.
Work, do a line, love a line. I love my job very much. I will work hard for the development of the company in the future!
(a), choose the right person, choose the right agent for good activities.
3. Strengthen the front desk service, overcome rigidity and prevent the loss of customers.
4. Strengthen the development of key assessment areas, effectively develop users and improve equipment utilization.
All employees give full play to the team spirit, take sales as the center, focus on improving sales in all work, start the market in an all-round way and complete the sales task in an all-round way.
(2) Qi Xin makes concerted efforts to provide high-quality and efficient services.
With the continuous development of various businesses in the operation department and the increasingly fierce market competition, service level has become an important condition for competing for customers. Therefore, in the first half of the year, we always put the improvement of service level in an important position.
Strengthen the maintenance of customer return visits, and pay return visits to key customers every week, among which 5 customers return visits 1~3 times a month, and the rest customers continue to return visits every month. Need to visit again, and has successfully completed the return visit materials issued by the city branch. According to the actual situation, we also distributed Yuanxiao and small gifts to more than three users during the Lantern Festival. Through the return visit, we strengthened the emotional connection with customers, publicized the new Unicom policy in time, understood the new needs of customers, and constantly improved our service. Patiently accept customers' inquiries and complaints in the usual work, and win customers' praise. We have established a new image of China Unicom through continuous service improvement. Do a good job in retaining and maintaining off-grid users;
1. The sales staff at the front desk will detain the users who come to handle the network cancellation business.
2. Make timely telephone return visits to off-grid users, and keep pertinence according to the actual situation.
3. For users who can't stay, after the user approves and issues a certificate, the card number is sold for the second time to reduce the off-line rate;
1, normal user dimension:
1) Call back users or access information regularly;
2) holiday wishes (information);
2. Maintenance of high-end users and key users is focused on the accumulation of high-end users and key users at ordinary times. 1) Call back or visit information once a month (according to users' requirements), and the return visit is informative and practical, which may be convenient for users.
2) Phone bill monitoring. Remind users to pay according to their needs.
3) Birthday wishes, holiday wishes (something practical for different users).
4) Tap the consumption potential of high-end users and do a good job in the secondary and multiple development of the stock market.
5) Family service. (Help users according to their needs)
6) Visit at home regularly.
Three. activity
The company should inform users of new activities, especially those that give back to users, and notify key users by telephone.
The annual work plan of telephone customer service is 5 model documents 4 1) to establish a relatively stable sales team familiar with the business.
Talent is the most precious resource, and all sales achievements come from having a good salesperson. It is very important to establish a united and cooperative sales team. Building a harmonious and lethal team is an important task in the future.
2) Improve the comprehensive division of labor system and establish clear and systematic management methods.
Sales management is a long-standing problem. When the salesperson went out to visit, he saw that the customer was in a state of laissez-faire. The purpose of perfecting the sales management system is to make the sales staff exert their subjective initiative in their work, have a high sense of responsibility for their work and improve their sense of ownership.
3) Train sales staff to find problems, sum up problems and constantly improve their habits.
The purpose of training salespeople to find and summarize problems is to improve their comprehensive quality, find and summarize problems in their work, and put forward their own opinions and suggestions, so as to raise their professional ability to a new level.
4) Appoint a Commissioner. (Recommended trial)
According to a series of problems encountered by sales colleagues in the process of going out to visit, due to sudden change of itinerary, breach of contract, absence from home and other reasons, the scheduled itinerary was interrupted and the purpose of the visit could not be successfully completed. Causing a waste of time and money.
5) Sales target
The most basic sales goal is to make a list of income every day. According to the sales task assigned by the company, it is broken down into months, weeks and days according to the specific situation; Divide the monthly, weekly and daily sales targets into each salesperson to complete the sales tasks in each time period. And improve sales performance on the basis of completing sales tasks.
I think the next development of the company can not be separated from the overall quality of the whole company, and can not be separated from the company's policies and team building. Improve the implementation standards and establish a good sales team.
Having a good working mode and working environment is the key to work.
Other specific work plans are as follows:
Step 1: Recruit employees.
1, depending on the mentality and personality of the salesperson.
2. Let them know about the company, me and their goals.
3. Build a harmonious and cohesive team.
Step 2: Train employees.
1, so that employees can often learn product knowledge and the Internet.
2. Train employees in sales and communication skills.
3. Train employees to quickly close cases.
4, mobilize the enthusiasm and sense of responsibility of employees.
5. Let everyone in the team live in harmony with employees in various departments.
Step 3: Give full play to employees' personal advantages.
1, find out the bright spot of each employee (guarantee to have a face-to-face talk with each employee more than once a week, and care about their health and family life. Work situation, correct your wrong thoughts and behaviors in time).
2, help employees find their own position, let them play their potential (through group activities once or twice a month to reflect. There is no distinction between superiors and subordinates and sizes in activities. Let employees express their opinions and opinions)
3. Make sure that every employee feels at home, so that they can show the company's care all the time.
Step 4: Let employees go to the market for exercise.
1. Adjust in time when problems are found (actively serve the company)
2. Specific analysis of specific problems (first, break through your laziness, persistence and fear of offending people, actively communicate with employees, mobilize their enthusiasm and sense of responsibility, and let them agree with their goals)
3, constantly correct yourself, to challenge the difficulties, three times a week comprehensive management post meeting, sum up experience, learn from each other. Constantly expand business and improve efficiency.
Step 5: Gather the strength of the team.
1, gather team strength, exert potential, and organize a group activity in the middle of the month. The purpose of the activity is to make the whole company more cohesive, United and enterprising, and make my team stronger.
Step 6: Develop new customers and tap old customers at the same time.
1. Check the business volume of each salesperson in the first two months, analyze the reasons for the decline in performance, and find out the reasons and solutions.
2. Let the sales staff develop more new customers, and ensure that each sales staff can contact 20 new customers who have never done business in one month, and at least 2 to 4 customers will cooperate with us to achieve a win-win situation.
3. Let the sales staff strengthen communication with the original customers, let them know the service purpose of our company, trust our enterprise more, support our enterprise more, make better profits, and open up a bigger market at the same time.
4. Let the sales staff ensure that they will contact and communicate with five unintentional customers more than once within one month, so as to keep a closer distance. A more harmonious state, create better benefits, and make it from unintentional to signing.
The seventh step is to achieve the goal.
1, everyone in the team and I have grown up, and the team has also grown up.
2, the company will be stronger.
3. Let my team become a "tiger wolf" lion in an industry.
4. The target of the comprehensive business department this quarter is 6.5438+0.2 million, and we hope the company will give us support and help.
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 work plan:
I. Terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service and complete the training seriously and effectively;
Second, collect small ticket 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;
Third, put on record
Establish customer files by using unified professional management software classification;
Fourth, statistical analysis of data.
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions;
Verb (abbreviation of verb) 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, etc. Grasp customer needs in time and try our best to meet them, provide customers with high value-added services, improve customer satisfaction, and develop and enhance the relationship with customers.
Six, customer complaint handling
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 have nothing to do and waste the company's resources.
2. I am not very clear about personnel, which will delay some colleagues' precious time;
3. I need a telephone, and I hope I can have one to communicate with my colleagues easily;
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