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 production and sales target of 654.38+0.5 million vehicles in 20xx, 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, 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 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 the newly developed dealers or dealers with low maintenance skills in the responsible area, 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.
How to write a model essay on after-sales service work plan
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 files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of the "next step" service, such as informing customers of scheduled maintenance, participating in the company's social activities, informing customers of the company's preferential activities, entering the factory on time for maintenance or free testing, and so on.
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 customers whether they have new service requirements for our company 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. The content, date and address should be clearly written.
(6) consulting services.
(7) Visit customers.
Four, after-sales service regulations
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 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 then send the notification letter to the customer within two days as needed.
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).
How to write a model essay on after-sales service work plan
First, refine customer management, identify and focus on serving loyal customers; With the increase of ownership in the jurisdiction, it is particularly important to improve customer satisfaction and reduce the loss of customers, especially loyal customers. In this regard, the following work has been mainly carried out:
1. According to the customer's return times and customer quality as the evaluation index of customer loyalty, find out our loyal customers as our key maintenance objects;
2. Through the return visit and analysis of lost customers, find out the internal reasons and improvement measures of customer loss;
3. Give priority to inform our loyal customers in various activities organized by the company, so that customers can get special treatment and increase their sense of dependence and belonging to franchise stores.
The second is the renewal rate and reservation rate; The increase in the number of stops leads to a long waiting time for customers during the peak maintenance period and the workshop is overloaded. It is necessary to make reasonable arrangements by making an appointment to reduce the waiting time of customers.
Third, enjoy resources and healthy competition; Share resources with other stores in terms of customers, insurance, spare parts, etc., promote healthy competition, and reduce customer loss and waste of resources; Form an information platform for spare parts and technology interaction to improve the overall combat effectiveness;
Fourth, personnel training; With the continuous application of new automobile technology, the shortening of replacement cycle and the improvement of customer expectations, the quality and combat effectiveness of 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 SA's basic product knowledge with practical operation, especially the assessment of actual reception capacity. Maintenance technicians pay attention to the training of operation skills and daily troubleshooting ability to improve the overall combat effectiveness of employees.
Fifth, increase maintenance personnel. With the increase of ownership and the frequency of returning to the factory, the number of maintenance personnel should be appropriately increased while strengthening management and improving work efficiency and assessing per capita output value.
Sixth, team building.
The goal and form expressed by 1. are based on the principles of fairness, justice and openness. Only by adhering to the interests of the team can we ensure that franchisees with personal interests organize training and assessment, create a learning atmosphere, and enhance the service concept and personal skills of employees; 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.
2. The implementation means and measures are that all training and assessment materials are included in employees' personal files, team consciousness is directly linked to employees' personal income, and priority is given to going out for training, title promotion and welfare treatment with strong team consciousness.
Seven. Assessment and incentive system The incentive system is the positive feedback of the franchisees to the employees' good behavior or outstanding performance. Its essential purpose is to strengthen employees' recognition of this kind of behavior through incentives and stick to it. At the same time, it also sets an example for other employees to learn, and potentially calls on all employees to do similar behaviors. Therefore, in the process of motivation, the key is to ensure the fairness and rationality of the assessment standards, avoid the dissatisfaction of employees caused by motivation, and ensure that the incentive behavior is worth maintaining and popularizing. Specific incentives can be selectively implemented in both material and spiritual aspects according to the actual situation.
1. Material stimulus
(1) goal setting (2) assessment criteria (3) material incentive characteristics of the implementation plan: quick effect, clear but short duration.
2. Non-material incentive plan
(1) goal setting (2) assessment criteria (3) characteristics of non-material incentives in the implementation plan: it is troublesome to implement, but it takes a long time to strengthen behavior.
Eight, job responsibilities
Compilation and optimization of job responsibilities Key job responsibilities shall be implemented in accordance with Dongfeng Nissan standards, and all departments shall re-determine employee job responsibilities according to actual conditions. The responsibilities between posts are connected smoothly and harmoniously; Clear hierarchy, running through all departments, is conducive to the stability of the department, clear and clear handover of personnel changes, so that the responsibility lies with people.