Article 1 Service tenet
Service and quality coexist, solve customers' worries and build the company's integrity brand.
Our goal: Join hands with customers to create first-class digital education products.
Article 2 Service objectives
Existing, emerging and potential target customers.
Article 3 Service concept
Enthusiasm-Treat your work, customers and colleagues with full enthusiasm.
Dedication-dedication to work, due diligence, so that dedication becomes a professional habit.
Diligence-You should be diligent, hardworking, responsible and conscientious in your work.
Innovation-Committed to continuously optimizing and innovating working methods and contents to improve efficiency.
Obedience-you should obey the instructions and work arrangements of your superiors and finish the work on time.
Article 4 Quality requirements of customer service personnel
(1) experience: have customer service experience, understand customer needs, and be familiar with enterprise operation mode and service channels;
(2) professionalism: self-restraint, courtesy, high and comprehensive knowledge, strong learning ability, and quick acceptance of new product knowledge;
(3) Communicative ability: strong language skills, knowing when, where and where to express in what language, knowing how to deal with certain relationships, having certain personality charm, having a good first impression and giving customers a sense of trust;
(4) adaptability: flexible mind, strong on-site adaptability, able to actively control topics and properly solve problems;
(5) Window image: good image, good temperament, neat appearance, decent words and deeds, and the demeanor of corporate image representative and product spokesperson;
(6) Work attitude: enthusiastic, proactive, able to serve customers in time, regardless of personal gains and losses, with dedication.
Article 5 Responsibilities of customer service representatives
(1) Responsible for customer consultation and answering in various business fields;
(2) Responsible for product introduction, demonstration and customer service;
(3) Responsible for customer telephone call back, follow up and handle customer complaints;
(4) Responsible for making work logs, weekly reports and monthly reports, and timely counting, analyzing and reporting feedback information;
(5) Complete other tasks assigned by superiors.
Article 6 Post specifications
(1) customer service representatives should always maintain a good mental state and gfd, and be serious, patient and responsible;
(2) Be enthusiastic when answering customers' phone calls, use professional terms, seriously answer customers' questions, have confidence in your own business, and don't make exaggerated promises to customers;
(3) Be familiar with the company's products and services, fully understand the details of customers, and promptly solve problems for customers in strict accordance with the relevant regulations of the company;
(4) The customer service representative represents the image of the company, makes clear the real reasons of customer complaints and the solutions they want, pays attention to the skills of language communication, and must not argue with customers or do anything harmful to the interests of the company;
(5) When the customer service representative receives a customer complaint or complaint, he should take the initiative to apologize to the customer and properly handle it, and report to the company according to the seriousness of the case;
(6) According to the daily work situation, the customer service representative will register the different situations fed back by customers in detail in the form of work logs, and report the special customer situation to the department head (or the person in charge of the center) every month and report the work summary;
(7) Strictly abide by the rules and regulations of the company and the workplace, go to work on time, and do not engage in things unrelated to work during working hours. If found, it will be punished according to the company's management regulations.