How time flies! It's been half a year since I came to the company unconsciously, and the busy time in recent years is over. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. The handover data processed in 10 was in our group, and the handover data processed in the month of Double Eleven reached more than 9,800. Usually, I can do my job dutifully, which can be regarded as living up to the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will summarize my work experience this year as follows:
1. Create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.
2. Learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. When we encounter similar situations for customers, we hope to get what kind of treatment results and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
3. Be familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
4. Finish the work effectively.
Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it.
The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.
In the new year, I will learn from the past and actively participate in the company's training.
Make a customer service work plan (1), be responsible for the customer relationship management of the center, analyze customer information, such as loyal customers, ordinary customers, lost customers, etc., design corresponding activities, and improve customer retention rate.
(two) to be responsible for the reservation and tracking service operation of the center.
(three) responsible for the collection and analysis of reservation and tracking information.
(four) responsible for handling customer complaints encountered in the appointment and tracking.
(five) responsible for the half-year training needs and plans of employees under their jurisdiction.
(six) responsible for the continuous optimization of appointment and tracking workflow.
Qualifications:
(1) Having a college degree or above.
(two) with more than two years of experience in automobile maintenance or related work.
(3) Job description and job responsibilities of the service quality tracker
Job Description of Service Quality Tracker:
A return visit after 3 days is an important means to find the shortage of after-sales service center. The service quality tracker is the main person in charge of after-sales return visit tracking and information summary, completing the tracking task in time, obtaining the real feedback information from customers and improving customer satisfaction.
Responsibilities of service quality tracker:
(1) Timely sorting out and improving customer and vehicle maintenance files.
(2) Call back in time: Call back to the customer within 3 working days after the vehicle is delivered for maintenance, confirm the customer's satisfaction with the vehicle maintenance, record and feedback information to the stationmaster in time.
(3) Regular follow-up service: remind customers to maintain their vehicles regularly two weeks in advance and record them, and notify them again when the date approaches.
(4) Provide a list of regular home visits: select a certain percentage of customer lists for home visits.
(5) Summarize the tracking information on time.
(6) Communicate and coordinate the quality tracking results with relevant departments in time to eliminate customer complaints.
(seven) statistics and collation of customer files, scientific management.
Qualifications:
(1) Having a college degree or above.
(2) Have more than two years working experience in automobile maintenance or related fields, and have strong communication skills.
Strong management experience, organization and coordination ability and command ability.
Job description and job responsibilities of quality information feedback personnel
Quality information feedback member job description:
Quality information feedback is the direct person in charge of the after-sales service center to collect, sort out and report all quality problems.
Responsibilities of quality information feedback staff:
(1) To be responsible for the collection and summary of quality information of the service center.
(2) Assist and cooperate with the technical manager and SAIC in timely feedback, communication and implementation of product quality information.
Qualifications:
(1) Having a college degree or above.
(2) Having at least three years' experience in automobile repair or related work.
(3) Familiar with computer operation.
Make a model customer service work plan 3 1. Aspects of the department's good performance this year
(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.
Since I joined the customer service department of Project X, I found that the internal management of the department is relatively weak, mainly manifested in employees' weak sense of responsibility, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.
(2) Take various forms and measures to consolidate and improve the level of property fees.
This year, the accumulated property fee is 65,438+0,000,000 yuan, and the collection rate is 7% higher than last year (the collection rate of property fee was 60% last year), and the overall fee level has been consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and low enthusiasm of car owners. Therefore, Lu Yu and door-to-door charging methods have been added to ensure that all customer service personnel charge at home every Saturday and Sunday. We strengthened communication with the owner, discussed the timing of charging, and ensured the efficiency of charging. Second, the service-oriented charging measures promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been an arduous task for the customer service department. Employees' enthusiasm for charging has always been low, and overtime fees will be added.
(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.
The customer service department is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that customer service personnel can maintain a good service image, strengthen language, etiquette, communication and problem-solving skills training of customer service personnel, and improve customer service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.
(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.
At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.
(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.
The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.
Second, the problems existing in the work of the department
Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are put forward as follows.
(1) The staff's professional level and service quality are low.
Through the work and practice of the department for half a year, the customer service level is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.
(B) The performance growth level of property fees is not high.
Judging from the current charging level, there is still a certain gap compared with the average level of 75% in this city. The main problems are improper ways and means of urging fees, low enthusiasm of employees, failure to solve the problems left over from previous and daily services in time, and low overall service level of the project, among which the enthusiasm of employees and ways and means of urging fees are the main factors.
(3) The department management system and process are not perfect.
In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the system of staff management, service standard and operation flow is not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.
(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.
Three. Key points of 20xx work plan
In 20xx, the key work of our department is to further improve the level of property fees, which is 4-7 percentage points higher than that in 2009; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.
(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Making a customer service work plan model essay 4 This document is specially formulated to ensure the realization of the company's strategic planning and overall goals in 20xx, strengthen the execution ability of the company and all departments, clarify the annual key work direction, and form the relevant contents of the annual performance appraisal accordingly.
I. Company's strategic planning and major strategic initiatives in 20xx.
Second, the department mission
It is the company's customer service and customer resource development center, which promotes customer satisfaction and brand loyalty through standardized, affectionate and personalized services, and enhances the company's market share and competitiveness.
Third, the annual work plan of the department
Departmental functions
Key work contents in 20xx year
(Work content, time, expected work results, resource requirements/collaboration requirements)
20xx Annual Performance Indicator: Construction and Improvement of Customer Service System
In the new management system, the workflow, work instructions and related forms of the customer service center are practiced, and the workflow is continuously optimized to achieve the purpose of improving the work efficiency of the department. (Customer complaints, engineering maintenance)
At the end of each quarter, the "20xx Annual Product Defect and Prevention Manual" is compiled and sent to relevant departments for follow-up improvement, so as to enhance the professional ability of all departments of the company.
customer relationship management
Make a sales risk inspection plan before the opening of the project, and complete the risk self-inspection of the project ten days before the opening of the project according to this plan, form a risk checklist and report it to the company's senior management and relevant departments, track the implementation, and prepare a feedback report according to the opening situation. The time is based on the company's opening plan.
Customer service centers and property management companies jointly set up community cultural groups to carry out community cultural activities, promote communication and contact with customers, and improve customer satisfaction.
Online customer consultation and complaint handling;
(1) Track and check the owners' forums in Kang Jing, Green Spring and Fran Ming Ge of a real estate in Changchun SouFun every day. Through the cooperation with the director of Changchun SouFun Forum, if any inappropriate comments are found, handle them in time. Complaints involve relevant departments and need reasonable explanation in order to maintain the brand image of a real estate.
(2) Pay attention to, reply to and deal with the real estate owners' forums established by other websites on the Internet once a week to maintain the brand image of the company.
(3) Pay attention to the customer complaints on the customer service message boards and forums on the websites of a real estate group and other related companies every week, and handle relevant complaints in time.
Conduct annual customer satisfaction survey, clarify the advantages of a real estate group in products and services, analyze the key factors that need to be improved, and point out the direction of improving customer satisfaction. The fourth quarter of 20xx
According to the 20xx customer satisfaction survey report, the 20xx customer satisfaction improvement plan was formulated at the end of February, which is responsible for following up and supervising the implementation of the customer satisfaction improvement plan.
At the end of March, the "2009 Old Customer Care Plan" was completed and implemented to provide value-added and value-added services for old customers and improve customer satisfaction and loyalty.
Customer complaint handling
Classify customer complaints according to the customer complaint handling process, so that complaints can be solved in a timely and effective manner, and follow up the first-and second-level complaints daily; Every day, ensure that there are no collective complaints or media exposure caused by improper handling.
After the maintenance of the project is completed, the on-site customer service center will make a telephone call back or a door-to-door visit, with the purpose of following up the maintenance results, customer service effects and relevant feedback from the owner, and forming a quarterly return visit report on common and typical problems. (Year-round)
Every month, such complaints caused by inadequate customer service are all zero.
Complete the monthly customer service work report with chart data, and timely and accurately report the owner's occupation, quality maintenance and customer service to the company. Record, sort out and analyze the handling of customer complaints, put forward relevant improvement suggestions, and feed them back to relevant departments, and report them in the form of monthly customer service work report. (to be completed before the 7th of next month)
Finish the report of last month before the 7th of the following month, at least once a month and at least three copies in the whole season.
Receive the original customer procurement documents from the planning and marketing department every month. In order to maintain a good after-sales customer relationship, establish after-sales customer files, classify and file customer complaints, supplement relevant information in time according to the actual situation, and receive, sort and file the customer files occupied by Kangjing Phase I and Phase II of a real estate in accordance with the Archives Management Measures, once a day, and collect paper files once a month on the 25th.
Complete the reception and handling of the owner's consultation, complaint and repair report, input the customer's repair report data in time, with the complaint information input rate of 100%, input and update the electronic version daily, and organize the files once a week.
Cooperate with the planning and marketing department to organize Fran Ming Ge, a real estate in Kang Jing, to settle in the first phase sporadically and concentrate on the green spring.
Negotiate and communicate with important customers (involving compensation customers), give consideration to the interests of customers and the company, maximize customer satisfaction, handle customer claims and compensation caused by construction quality problems, urge the construction unit to bear the liability for compensation, and send a statistical table of compensation customers to the company's senior leaders once a month.
Inform the handling of major customer complaints with the customer service work report every month.
Make a customer service work plan: the five-year model is coming to an end. Under the leadership of General Manager Qiu and General Manager Liu, Hongri Company has made new breakthroughs. When I first entered the company, even the project fence was not repaired, and it was not developed 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 development of the company, with the support and cooperation of company leaders and colleagues in various departments, I have learned a lot, ability and knowledge. Now let me sum up my work in the past year.
I. Personal work this year
In April, X year, with the support and promotion of company leaders, I took the post of customer service supervisor 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.
From March to April in X year, the main work focus was on the replacement of the first-phase customer contract before filing, and the explanation and confirmation of the customer after the first-phase apartment change.
May-June-July in X year, mainly responsible for determining the regional price of shops and developing the sales of shops.
From August to September in X year, the main work focus was on the replacement of the second phase contract and the sales of affiliated shops.
June +X year 10, 65438, I did some preparatory work before handing over the house and found out the internal works of the house.
X year11-65438+February is mainly the first delivery of customers.
The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by the chief engineer 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 that I need to improve and keep learning. The following will be 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-year or x-year work plan
The end of year X 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. The company's sales in X year can be said to be very good, basically completing the sales tasks set by the company in X year. However, in the final work, the delivery of the first phase was not very smooth because of the tight time and the lag of the project. At the same time, it has a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before, and has a certain impact on the sales of houses and shops in the next three phases. At the same time, due to the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, 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 X years. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness, strengthen our service concept, obey the company's arrangement from my personal point of view, be strict with ourselves, and meet the work in X years according to the following points.
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 after X years, as long as all colleagues in the company can unite, abandon selfish distractions and maintain a correct attitude, I believe that with our joint efforts, we can achieve more brilliant results after X years.