How to establish customer service department
The first step is to establish a leading body.
To set up a customer service department, it is necessary to set up an organization to set up a leading group. It is suggested that the general manager should be the team leader, organize and set up a leading group to make preliminary preparations, and then announce the establishment of the customer service department by issuing company documents.
The second step is to clarify the functions of the customer service department.
The functions of the customer service department of private enterprises are:
Formulate the company's customer service standards and processes.
Instruct all employees to serve customers.
Archive customer information and resolve performance disputes.
Develop customer classification and management plan.
Accept customer consultation and handle customer complaints.
Assist the marketing department in customer witness and document management.
The third step is to choose organizational positioning.
When the customer service department is established, it should be juxtaposed with the sales department, that is, the person in charge of the sales department and the person in charge of the customer service department cannot be the same person, and there is no superior-subordinate relationship.
The fourth step is the functional decomposition of customer service department.
The fifth step is to design the internal structure and posts of the department.