Annual work plan for after-sales service 1
I. Guiding ideology
1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product monitoring and customer relationship maintenance. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.
2. Around the company's annual production and sales target of 6.5438+0.5 million vehicles, we need good service support to build a young, knowledgeable, professional, hard-working and energetic team, and an effective management system and assessment system to manage this team. Give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, feed back external quality information in time and put forward more reasonable suggestions to shape a good one.
Second, the overall work ideas of the department
According to the requirements of work objectives and the principles of standardization, quantification and assessment:
1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.
2. Shorten the service process, avoid multi-head service, and realize one-stop service of "one incoming call, one stop service to the end".
3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.
4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.
5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.
6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.
7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.
Three. job objective
1. During the warranty period, the return visit rate of customers is 100%.
2. The service satisfaction rate is over 98%.
3. The accuracy rate of parts shipment is over 98%.
Fourth, personnel requirements
1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.
2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.
Verb (abbreviation of verb) customer information management
1. Customer data management: Customer data requires that the complete data of each customer be registered in detail by region, and daily maintenance work should be done, and good communication should be maintained with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.
2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.
3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.
4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.
Sixth, strengthen customer training and monitoring.
1. The itinerant service personnel will evaluate the after-sales ability of newly developed dealers or dealers with low maintenance skills in the area under their responsibility, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.
2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.
3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.
Seven. Complaint management
Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.
Eight, customer service personnel training
With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:
1, increase the frequency of training work, and divide it into regular and irregular training assessment;
2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.
Nine, team building
Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.
X. perfection of weakness
1, daily weekly, information * * *
Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.
2. All departments cooperate in various ways to reduce customer complaints.
When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.
After-sales service annual work plan II
1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.
Secondly, in the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized by customers, so that our enterprise can continue to grow and develop.
Thirdly, in terms of marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain loss when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".
Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.
In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a Buick after-sales, you should save on hospitality and daily necessities.
Six, strengthen 5s management, adhere to the regular maintenance of mechanical equipment, timely find damaged or abnormal equipment and repair, so as to improve the overall operation efficiency of the workshop and reduce costs.
In the face of Shanghai GM's unannounced visit to our company, we should strive to build a United, harmonious and cohesive team. When something happens, everyone must think in one place and work hard in another. We will work together to find ways and take measures to solve problems and tide over difficulties.
Finally, please rest assured the leaders of the company that Buick's after-sales department must ensure the work tasks throughout the year and strive to overfulfil the work tasks assigned by the company in _ _ _ _.
After-sales service annual work plan 3
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 (see "Basic Information Table of Customer Files" for details).
Second, according to customer files, study customer needs.
According to the customer's archives, the business personnel study the customer's demand for automobile maintenance and related services, and look for opportunities to create opportunities for coming to the 4s shop next time, such as informing customers to maintain on schedule, participating in the company's networking activities, informing the company of preferential activities, and informing customers to enter the factory for maintenance or free testing on time.
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 opinions on our service;
(2) Ask the customer whether there is any new service demand that needs our company's help in the near future;
(3) Inform relevant automotive application knowledge and precautions;
(4) Introduce the services provided by our company to customers recently, especially the new service contents;
(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. , indicating the content, date and address;
(6) Consulting services;
(7) Visiting customers
Provisions on after-sales service:
1. After-sales service is completed by the specialized business personnel-tracking salesmen designated by the heads of business departments.
2. Follow the salesman to establish the corresponding customer file within two days after the customer's vehicle is sent for repair or the customer consults with the company. See the first paragraph of Article 2 of these Provisions for the contents of customer files.
3. Track the salesman to study the potential needs of customers while establishing customer files, and design the call content and communication time of the "next" service in a targeted manner.
4. The tracking salesman should take the initiative to contact the customer by telephone within three days to one week after the customer picks up the car and leaves the factory, or after the business interview and consultation, provide the first after-sales tracking service, and communicate with the customer on topics of interest. When talking on the phone, the salesman should take the initiative to ask the customers who have been to our company for maintenance about the use of vehicles and solicit their opinions on our services, so as to show our sincere concern for customers and our attitude of pursuing perfection in service. The customer's talking points should be recorded, especially the customer's requirements, hopes or complaints, which must be clearly recorded and handled in time. If you can answer in person or at that time, try to answer; If you can't answer in person or at that time, you should study and find a way as soon as possible after the phone call; If it still can't be solved, it should be reported to the business supervisor within two days to ask for a solution. And inform the customer on the day of getting the solution, and be sure to give the customer a satisfactory answer.
5. Within 7 days after the first tracking service after the "sale", the business tracker should contact the customer by telephone about the second tracking service. The content of the telephone call should focus on the topics that customers are interested in, avoid repetition and be targeted, or reflect the company's sincere concern for customers.
6. After the company decides to carry out customer networking activities, preferential service activities and free service activities, the business tracker should call the customer two weeks in advance and send an invitation letter to the customer within two days as appropriate.
7. Every time you track the service phone, including the customer's consultation phone number or complaint phone number, as well as the handling salesman, you should make phone records and register them in the table (attached). The phone records should be archived, and the phone registration form should be archived.
8. Every tracking service letter, including notice, invitation letter and reply letter, should be registered in the form (attached).
9. When the designated tracking salesman is not on duty, the business supervisor will temporarily assign other personnel in the department to act as temporary agents.
10. The business supervisor is responsible for supervising and inspecting the after-sales service; And summarize the after-sales service of the department once a month, and at the end of each year; Summary, summary in the form of departmental work meetings, business executives put forward a summary or summary of a written report; And file it.
1 1. This system adopts the following four forms: customer file basic information table, tracking service telephone record table, tracking service telephone registration table and tracking service letter registration table.
After-sales service annual work plan 4
I. Guiding ideology
1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product inspection and customer relationship maintenance. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.
2. Around the company's goal of producing and selling 10000 sets in 20 years, we need good service support to build a young, knowledgeable and professional team full of hardships and vitality, and we need an effective management system and assessment system to manage this team. It is necessary to give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, timely feed back external quality information and put forward more reasonable suggestions to create a good ".
Second, the overall work ideas of the department
According to the requirements of work objectives and the principles of standardization, quantification and assessment:
1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.
2. Shorten the service process, avoid multi-head service, and realize one-stop service of "one incoming call, one stop service to the end".
3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.
4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.
5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.
6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.
7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.
Three. job objective
1. During the warranty period, the return visit rate of customers is 100%.
2. The service satisfaction rate is over 98%.
3. The accuracy rate of parts shipment is over 98%.
Fourth, personnel requirements
1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.
2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.
Verb (abbreviation of verb) customer information management
1. Customer data management: Customer data requires detailed registration of each customer's complete data by region, daily maintenance and good communication with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.
2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.
3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.
4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.
Sixth, strengthen customer training and monitoring.
1. The itinerant service personnel will evaluate the after-sales ability of newly developed dealers or dealers with low maintenance skills in the area under their responsibility, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.
2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.
3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.
Seven. Complaint management
Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.
Eight, customer service personnel training
With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:
1, increase the frequency of training work, and divide it into regular and irregular training assessment;
2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.
Nine, team building
Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.
X. perfection of weakness
1, daily weekly, information * * *
Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.
2. All departments cooperate in various ways to reduce customer complaints.
When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.
After-sales service annual work plan 5
First, the working principle.
In order to improve the quality of after-sales service and achieve higher customer satisfaction. In order to realize the service concept of "customer first, customer first", the after-sales service customer reception department has specially formulated a 20__ year work plan.
Second, the work objectives
According to the requirements of after-sales service objectives in the overall planning of the company, the after-sales service reception objectives are as follows:
1. Establish a complete customer file to realize the sorting and classification of customer files. Implement systematic management.
2. Establish and implement a customer complaint system, and strive to ensure that every customer's problem can be solved.
3. Establish and implement a customer return visit system. In the initial stage, the customer return visit rate reached more than 30%.
4. Sort out and report customers' opinions and suggestions. Establishing communication channels between customers and companies can accurately grasp the different needs of customers at each stage and achieve higher customer satisfaction.
Third, the specific implementation plan and work focus
1. Establishment of customer files
The customer reception department should focus on the establishment, sorting and classification of customer files within 20__ years. Strive to establish a complete customer information management system. First of all, the first-hand information of customers should be obtained from the sales department. Customer information mainly includes the customer's name, address, telephone number, chassis number and engine number. Maintenance type, mileage, delivery or visit date, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle and next maintenance cycle. The customer reception department sorts out the above information of customers and fills it in the customer file table. And in the future business cooperation, gradually improve customer information.
2. Establishment and implementation of various systems
In order to comprehensively assess the quality of after-sales service, the customer reception department should establish the following systems: customer complaint system, customer opinions and suggestions management method, and customer return visit system. Specific measures and implementation plans shall be formulated by the after-sales reception department, and submitted to the department leaders in writing for implementation after approval.
3. The improvement of business level and staff training
In order to improve the professional level of employees, new employees should be trained, and the department head should draw up a training plan and implement it. The specific training contents include: organizing and studying the policies of various manufacturers, the rules and regulations of the company, teaching by example, and solving various problems in the work. Through training, employees can master their work skillfully and their business skills have been significantly improved.
Fourth, business execution monitoring.
Inspection methods, standards and measures
(1) Have a programmatic plan and summary;
(2) Implement data monitoring and establish a perfect feedback form;
(3) Carry out criticism, self-criticism and mutual evaluation.
In view of the problems such as imperfect reception department and system, and lack of on-site practical experience, we should persist in strengthening on-site practice, cultivate and upgrade various professional levels in practice, strive for the initiative in work, improve the sense of responsibility and professionalism, strengthen work efficiency and improve work quality. It is necessary to establish a true "master" thought, think in one place, make efforts in one place, and actively serve all the work of the company. For the company's better development, better service to the car to contribute their meager strength.
Generally speaking, in order to achieve the company's goals, the after-sales service reception department is ready to meet the challenges and confident to do better service!
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