The article starts from the beginning and everything is updated. The new year is about to begin. According to the present situation of
The article starts from the beginning and everything is updated. The new year is about to begin. According to the present situation of customer service department, the annual work plan of customer service department is formulated.
First, keep learning and training.
Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.
(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.
(2) The head of the department strengthens the supervision and management of the players, and inspects the personnel on duty in various subjects irregularly every day, and implements and puts forward criticisms. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.
(3) Develop a training plan and conduct a series of skills training for employees on a regular basis. Time deployment
1 month: all the staff in the customer service department are tested, and all the staff are required to master and remember the situation of various departments in the hospital and the situation of outpatient experts and doctors.
February: Strengthen the service concept of the staff of the customer service center, learn to "serve with heart, care with love" to achieve wonderful service, and raise the service of our hospital to a new height! Learn "communication skills with customers" to strengthen the communication ability between employees and patients.
March and April: Strengthen marketing management for team members of departments and give lectures on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.
May and June: Conduct etiquette training and etiquette test for the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.
Second, under the leadership of the hospital, do a good job assigned by superiors to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.
(1) Do a good job in customer return visits, understand customer needs, constantly improve our work, and do every detail to meet and satisfy customer needs and growth. Please strengthen the communication between the planning department and the consultation center.
(2) Do a good job in the coordination of outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.
(3) Do a good job in communication with inpatients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive to do better hospital services!
(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps: standing at attention, resting, stopping rotation, standing across, squatting and saluting. Please ask the hospital security department for training.
Suggestion: 1. The hospital should conduct 5s management training for all staff. 2, can carry out outdoor development training, strengthen the overall quality of employees!
One: First visit to a doctor
1, psychological preparation
In view of this situation, as a business person in our company, first of all, don't be intimidated by the boredom and behavior of potential customers to salespeople. We should believe that the company's OfficeMate brand has a high popularity and reputation in the office stationery industry, its market share in Chengdu industrial market, the good cooperative relationship between existing customers (especially Sichuan provincial government, Chengdu municipal government and Chengdu Military Region) and the company's products and services, and its loyalty. I believe that through its positive working attitude, full confidence in products, sincere, modest and enthusiastic personality and good service consciousness, it can impress customers and win their loyalty.
2. Opening remarks
In the development of specific work, because the customer's boredom will always exist to some extent, it is necessary to sort out and formulate a unified set of short and clear opening remarks (opening remarks) before the first visit.
For example, "Hello, I'm Chengdu * *, which is the employee of the office partner company. At present, the company deals in 10000 kinds of office stationery. With the strategic cooperative relationship we have established with many well-known office stationery brands at home and abroad, and the strong advantages of centralized joint procurement and OEM in China, I believe we can meet the diversified and different levels of office needs of your company. " By analogy, through repeated simulation drills during training, the effect of clarity, clarity and conciseness (unified use of Putonghua to express norms) is achieved, and the opening time is controlled within 1 minute.
3, office environment, personnel observation, and look for opportunities to visit.
Before entering the customer's office, look for the position of the company's receptionist or daily administrative or secretarial staff, and feel whether it is the above three types of personnel by experience, and then see if it is free. Don't rush forward if they are answering the phone, talking to people or burying their heads in sorting out documents; When he has a little spare time, he will come forward, hand in his business card, make an opening speech, and ask for his business card or telephone contact information, so as to facilitate telephone and email contact and follow-up after his first visit. After establishing a good relationship with such staff, they will introduce themselves to the logistics or purchasing department of their own company.
4. Application of preliminary interview tools (product catalogue, business card, etc.). )
Before the first visit, the company should make a unified product catalogue, which should indicate some basic information such as prices, specifications, models and batch discounts of commonly used products. On the one hand, it embodies the standardization of company management (beautiful and concise catalogue), which is different from ordinary salesmen. On the other hand, it is convenient for the other party to search their own needs, and it is also an effective tool to attract the attention of the other party. While browsing the product catalogue, the other party also made opening remarks and introductions to our sales staff.
5, etiquette, dress, etc.
Dressed neatly, smiling, calm and confident in the face of cold reception and scolding, reflecting their good professional quality, thus reflecting a good company image and personnel management level.
Especially, as an account manager, we should take the lead in setting an example and lead our sales staff to visit potential customers at the first time, so as to gain direct experience of visiting customers and set an example for business personnel, and also help to make correct evaluation, evaluation and supervision of business personnel's work performance, give guidance and suggestions on their shortcomings, and commend and encourage their achievements.
Second, the summary of the first visit and the institutionalization of regular meetings.
1, summary:
The summary should include: the size of the customer's office, the number of office staff and the use of office supplies (including brand and quantity, etc.). ), etc. It needs to be obtained through conscious observation and friendly inquiry at the first visit.
Step 2 hold regular meetings
Work summary should form a regular meeting system once a day (before work in the afternoon). The regular meeting should be presided over by the account manager, first of all, we should summarize ourselves. Next, the salesperson must explain the process of visiting each potential customer for the first time at the end of each day, and make a self-evaluation of his work, such as:
(1) Whether the customer information obtained is more or less, and whether the cooperation intention is reached;
(2) During the visit, which links are in place and which need to be improved;
(3) What problems have been found in the unified working methods and tools (such as opening remarks and texts, product catalogues, etc.)? ) What needs to be corrected, improved or enhanced through the work practice of the day;
(4) Whether it is necessary to adopt new working methods.
20XX is almost over. Under the leadership of General Manager Qiu and General Manager Liu, Hongri Company has made new breakthroughs. When I first joined the company, I didn't even repair the engineering 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. I will summarize my work in the past year as follows:
I. Personal work this year
In April, with the support and promotion of company leaders, 20XX took the post of the head of customer service department because of the increase in customer volume 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.
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 price of the store area 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 delivery of the first phase customers.
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, 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. 20XX work plan
The end of 20XX years 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. 16 years, the company's sales can be said to be very good, basically completed the sales task set by the company on 201X. However, in the final work, because of 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, destroyed the brand image that we have spent a lot of energy to build before, and will cause damage to the houses and shops in the next three phases.
Due to the continuous downturn in the real estate market, most customers are holding money and watching, and investors are becoming more and more cautious. In addition, the large-scale price reduction trend has brought great difficulties to our sales work in 20XX. 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 should obey the arrangement of the company, be strict with myself, and meet the work of 20XX through the following aspects.
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 we face a more severe test in 20XX, as long as all colleagues in our company can unite, put aside selfish ideas from top to bottom and correct their mentality, I believe that with our joint efforts, we can achieve more brilliant results in 20XX.