There are three model articles for customer service staff's efficient week work plan, 1 1. Market analysis, and formulate sales tasks objectively and scientifically according to market capacity and personal ability. Tentative annual task: sales of 6,543,800 yuan+0,000 yuan.
2. Make work plans in time, and make monthly and weekly plans. And regularly communicate with business-related personnel to ensure that the heads of various disciplines follow up in time.
3. Pay attention to performance management, and pay attention to and track the performance plan, performance execution and performance evaluation.
4. Target market positioning, distinguish between major customers and general customers, treat them differently, strengthen communication and cooperation with major customers, and win market share at the same time.
5. Constantly learn new knowledge and new products in the industry, bring practical information to customers, and better serve customers. And get to know excellent suppliers of weak current products in various industries and grades, so as to prepare project cooperation in time when engineers need it, share industry contacts and project information with peers, and achieve a win-win situation.
6. Make friends before placing orders, develop good friendship with customers, think of customers everywhere, treat customers as their good friends, and achieve ideological and emotional integration.
7. Don't hide or cheat from customers, and promise them to cash in time. Honesty is not only the foundation of doing business, but also the foundation of being a man.
8. Try to keep good relations with colleagues, be kind to colleagues, and ensure the smooth implementation of various functions of various departments during the project implementation.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main way to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service. At the same time, I also have some superficial views on how to overcome the work:
First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1. Try to understand customers' needs and actively help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to handle certain relationships, or having rich handling experience, certain personality strength and good first impression can give customers trust.
4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.
5. The appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.
Second, handling customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
Three. Matters needing attention in handling customer complaints and complaints
1. Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2. Have a better attitude
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
Hurry up
Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.
Step 4 speak appropriately
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5. A little higher level
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6. There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1. Listen carefully to every word of the customer.
2. Apologize fully and let the customer know that you have understood his question.
3. Collect accident information and find out the most suitable solution.
4. Put forward effective solutions
Ask customers' opinions
6. Tracking service
7. Put yourself in the customer's shoes.
Customer service staff efficient week work plan model essay 3 i. service
The customer service room is actually a marketing service room. Service managers deal with customers by telephone every day: 3G customer retention, 2G customer retention, fixed-line broadband retention and so on. As we all know, the cost of finding a new customer is several times higher than the cost of retaining an old customer. It can be seen how important the service is.
Then, how to close the distance with customers, better serve customers, satisfy customers and recognize enterprises is a difficult problem that the service industry has been thinking about and needs to be solved urgently.
In my opinion, there is no standard service model in the world. Those so-called standard terms, tone and intonation are only the most common ways, which are not suitable for every service manager. As a great man said, the frame is dead and man is alive. What suits you best is right. In short, it is to make the service more personalized. As a service manager, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results.
Break the framework and innovate the service.
Second, evaluation
Assessment is the evaluation and affirmation of employees' work. I read the service manager assessment index issued by the municipal company. Personally, I feel a little overwhelmed. For example, when I first came here, the outbound call volume in a week was 150 normal calls, and now it has increased to 200. Especially when making a return visit such as "three noes" and "double bottom", it is difficult to meet the requirements of outgoing calls.
In my opinion, people-oriented work is people-oriented. Only when employees have motivation and confidence can they do a good job. Therefore, mobilizing the enthusiasm of employees is an important guarantee for the smooth progress and effectiveness of the work.
Setting appropriate assessment indicators is very important to motivate employees. County customer service can comprehensively consider the indicators of documents issued by municipal companies and make their own assessment standards. Indicators must be set correctly. If the index is too high, employees often can't finish it. If they are lazy for a long time, their enthusiasm will decline. If it is too low, it will reduce efficiency and service quality. The most suitable indicator is that you can do your best to achieve it. Also, rewards and punishments are clear. Conduct an appraisal at the end of the month, and reward those who reach the standard and achieve the first result; If the assessment is not up to standard and the result is the worst, it will be punished.
In short, assessment promotes competition with incentives, competition with incentives and performance with incentives.
Third, team building.
Building an excellent team with strong fighting capacity lies not only in division of labor, but also in cooperation. Team members communicate more, communicate more, cooperate more and cooperate sincerely, regardless of you and me.
I suggest that we can follow the example of the municipal company, organize afternoon tea once a week, and bring all the members together to talk and exchange their work and personal experiences this week. We can learn from the good aspects and discuss the shortcomings of improvement. Only by constantly summing up experience from daily work can we continuously improve our personal ability.
Leaders can also take this opportunity to understand the recent work and life of their subordinates and enhance their feelings. I think a leader who is approachable, always compassionate and caring for his subordinates is a good leader who is respected and respected by everyone.
Li Bai said: I was born to be useful. Everyone has a recommendation. Only by making the best use of everything and people can we give full play to the combat effectiveness of the team.
Model essay 4 1 on efficient week work plan for customer service staff. Study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs.
1. As a customer service staff, I always think it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of customer first and service first; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.