Make yourself a more competitive person. Inadvertently, I will start a new job. The following is the annual work plan of customer service that I have carefully arranged for you, hoping to help you.
1 The annual work plan for customer service is about to enter the next substantive work stage. Looking back on my work, I am very grateful to the company leaders and colleagues for their support, which has enabled me to master relevant business knowledge. Based on my first contact with the real estate sales industry, I am facing great difficulties and pressures. According to the characteristics and present situation of the industry, combined with my understanding and feelings of "real estate sales" since 20 _ _, I have formulated the following 20 _ _ real estate sales work plan.
This work plan includes five parts: purpose, goal, work development plan and plan evaluation summary, daily plan, etc.
I. Purpose
The plan is to achieve the sales target of X million and increase X team members. The purpose of making this plan is to ensure the completion of the indicators and the realization of the goals.
Second, the goal.
1. Fully and deeply grasp the advantages of our "product" positioning and use it freely.
2. According to the information I learned before and searched from other channels, collect X pieces of customer information.
3. Lock X home of interested customers.
4. Strive to achieve the sales target
III. Work Plan
As we all know, the competition of modern real estate sales is the competition of service. Services are divided into pre-sale, in-sale and after-sale services, and our real estate sales are also a kind of "service", so the preliminary work, that is, pre-sale services, is the top priority of our work. Because of this, my work development plan is also centered on "pre-sales service".
1. Collect customer information extensively through multiple channels, and input it after preliminary analysis. In the process of continuous information input, I will constantly improve my business knowledge, so that I can further understand the characteristics of real estate sales and be able to use it freely in front of customers and answer questions.
2. Provide services to interested customers as much as possible (for example, inform the original housing, prices and other information in time according to customer needs), let customers know about the housing and prices, and interact with customers on this basis. Secondly, it gives customers an invisible pressure, such as tight housing, rising prices and so on. Arouse their desire to buy.
3. In the process of telephone communication with customers, grasp their psychological dynamics in real time, and classify customers according to these.
4. In the process of communication, lock interested customers and keep uninterrupted communication. If customers are interested in our products or want to know more, they can arrange interviews.
5. Make all kinds of full preparations before the interview, so as to know the housing, area and unit price like the palm of your hand.
6. Summarize the analysis results after each interview, report to the superior and listen to the opinions of the leaders. Overcome difficulties, adjust mentality and continue to fight.
7. Advance in summing up and groping.
About the annual work plan of customer service II. The first is to fully implement standardized management.
Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.
Two, the implementation of performance appraisal, improve service quality.
On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.
Third, strengthen the training and assessment system.
According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.
Fourth, establish a strict security system in combination with the actual situation of the community.
Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.
Five, improve daily management, carry out convenience work, improve household satisfaction.
Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.
Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.
According to the annual work plan, the focus of the recent work is:
1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.
2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.
3. Draw up a feasible scheme for charging temporary parking of vehicles.
4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.
5, according to the department plan to complete the training work of the month.
In the year of 20__, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.
3. 1 annual customer service work plan. Establish online communication channels for customer service centers.
Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.
Second, establish a customer service platform.
(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.
(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department).
(3) Do a good job in customer service and front desk service.
1. Customer reception. Coordinate customer reception and reflection of problems.
2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, and other information consultation.
3. Follow-up and return visit of related logistics services.
4.24-hour service telephone.
(four) to coordinate the handling of customer complaints.
(five) to do a good job in customer reception day activities, take the initiative to collect and deal with customer opinions.
(6) Establish customer files. Including family area, teaching area and student community.
(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.
Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to do a good job in effective maintenance and customer service of the energy center.
Four. Institution building
(A) the establishment of logistics company customer service center.
At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.
(2) Having at least two staff members.
To do a good job in customer service, it is impossible to have only one manager. Change the abnormal state of only one customer service department in the past, and college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.
Verb (short for verb) Budget.
In previous years, the general office expenses of customer service department were in the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the principle of economy, 500 yuan ∕' s annual official budget is 6000.00 yuan.
The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market, and with customer satisfaction, it is possible to establish a brand and pay customers.
The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the Shuang Fu Park property service bidding can be successful, the customer service center can adopt the "_ _ community" model.
About the annual work plan of customer service Article 4 After-sales customer service matters: express tracking, return and exchange processing, after-sales communication, evaluation processing, customer maintenance and rights protection.
(a) Express tracking
(1) Inquire about express logistics, dial the corresponding number, write down the express customer service number, and report the logistics number you need to check to the other party. After checking the parts, you should reply the processing result to the customer in time and comment on Taobao, indicating the date of checking the parts, the customer service number of checking the parts, the processing result and customer service for other customer service to check. If the address of the telephone number 85 1 changed on June 28th, the guest has changed.
(2) Damage and loss report. After the logistics customer service confirms that the package is damaged or lost, it will submit the details to the logistics in the form of a report. The report requires a copy of the transaction details, a copy of the courier, a copy of the sender's ID card, a copy of the damaged clothes, and the delivery date, delivery area, logistics order number, delivery result, baby amount and customer service phone number.
Example: 19 Store was sent from Hangzhou to Beijing on June 28th. The order number is 88809078 1867. The value of damage during transportation is RMB. Please contact the work number 843 to verify!
After submitting the report, register the contents in the damage register: report date, logistics order number, package status, logistics customer service, baby price, baby model and handling customer service.
Example: 6.28 8 8809078 1867 (damaged) No.843 price 88 yuan (article number 109) Bin.
(2) Return and exchange processing
Exchange or return due to the buyer's dissatisfaction with the baby. The operation steps are as follows:
① Return details: After receiving the baby that needs to be returned, the warehouse staff will unpack the baby and register the return details. Note: the package after 4 pm on the same day is the same as the package the next morning, and it will be sent to the after-sales store for processing around 3 pm the next day.
(2) after receiving the return list from the warehouse staff, handle it one by one according to the customer's requirements. Generally speaking, there are two kinds of treatment:
1. exchange goods. When you receive the postage for exchange, you can exchange the goods at E-store according to the customer's requirements; If there is no postage, you can use Want Want to leave a message, text message or telephone to inform the customer to make up the postage; Special circumstances (quality problems) can be exchanged for free.
2. Refund. When we receive a brand-new baby, it won't affect our second sale. We can inform the consumer to apply for a refund. The refund status should be selected to return the received baby.
After the buyer applies for a refund, the current refund status: the refund agreement is waiting for the seller to confirm and check whether the refund amount is correct; it is agreed that the refund application is at the right point; Reject the refund application if the points are incorrect, and contact the buyer for repair. If you can't return the goods for 7 days without reason, you can confirm the refund agreement first. After the buyer enters the return status, he can inform the buyer to modify the refund agreement as required. Status After agreeing to the refund application, the current refund status: the refund agreement is reached, waiting for the buyer to return the goods. Inform the buyer to operate the return, and enter the express number of the return to the seller.
The status after rejecting the refund application, and the current refund status: the seller disagrees with the agreement and waits for the buyer to modify it. Inform the buyer to modify the refund agreement as required.
Buyer's return status, current refund status: the buyer has returned the goods, waiting for the seller to confirm the receipt. Be sure to send a financial confirmation refund after receiving the goods.
3. After-sales registration. After-sales customer registration is carried out in e-store treasure system. Record customer after-sales registration according to the actual situation. Registration categories include problem source, customer rating, processor, problem type, processing status and processing result.
(3) After-sales communication
After-sales communication refers to the feedback of after-sales customer service and buyers on the purchase of baby. The core of after-sale is to minimize the loss on the premise of ensuring the buyer's satisfaction.
1. communicate.
There is no reason to return the goods for seven days, and the baby does not affect the secondary sales. The accessories are complete. Q: What should I do if I don't like the received goods?
A: There is no reason to return the goods for seven days, and the buyer should take care of the round-trip postage.
Q: What should I do if I need to return the package?
A: Store C and MT should exchange the postage by themselves, and the refund will be deducted from the delivery postage and paid by the freight insurance. The mall pays the exchange postage, and the seller bears the freight for the refund.
Q: What should I do if the received goods have quality problems?
A: When the quality problem is not obvious, the buyer is advised to handle it by himself. You can apply to the store manager for a certain discount next time you shop. When the buyer requests a return, Store C and MT exchange the seller to bear the freight (paid by the freight insurance), and the seller bears the postage from the mall (returned by the collection link).
Q: What should I do if I need to return the goods after the transaction is successful?
A: Stores C and MT are responsible for the exchange postage; The shopping mall will exchange the postage by itself, and the refund will be deducted from the handling fee of 5.5% (Taobao Mall will charge 5%, and 0.5% will be credited to the buyer's account. If the invoice is not refunded, deduct 17%, and it is best for the customer to refund the invoice). 2. Shortage notice. When the buyer finds that the baby warehouse is out of stock after payment, contact the customer in time. The baby delivered from the warehouse last time is defective, so it is recommended to change it. Don't just tell the customer that the baby is out of stock.
2. If the customer requests to return the baby, please pay attention to check the confirmed harvest time of the baby in a few days. When time is tight, remember to help customers extend the trading time to avoid automatic confirmation of orders.
(4) Evaluation and treatment
The evaluation can be changed by Ali Want Want, telephone, SMS and email. Telephone contact is the best way to communicate.
Processing flow of medium and poor evaluation:
Copy the evaluation content to the comment column of Taobao and note your name after the bad review appears, and point the sign to purple. The evaluation information is registered in the medium difference evaluation processing table.
According to the content of the buyer's evaluation, analyze the buyer's needs or requirements and attitudes.
Buyers who are dissatisfied with clothes can return or exchange goods if the clothes are brand new and do not affect the secondary sales. If the buyer has a bad attitude, he can apply to the supervisor for free return and exchange to minimize postage expenses; If the clothes affect the secondary sales (washing), you can help him apply for VIP, give him a gift next time, or get a set meal.
After contact, indicate the contact date, processing progress and customer service in the remarks column. Chinese and English evaluation terms:
Seller: Hello, is this Miss _ _ (Sir)? Buyer: Yes.
Seller: I am _ _ _ _ (store name) of Taobao. You have bought _ _ kinds of products from us before. Do you remember? Buyer: I remember, yes.
Seller: Hehe, first of all, thank you for buying our products. I saw the evaluation you gave us today and will do it for you after sale. Are you worried about our products or dissatisfied with our services? (Find out the problem)
The contact conclusion of the bad review
Seller: Thank you. Evaluation is very important to us. Can you modify it for us? You will definitely give you a favorable price next time you come.
Buyer: I won't modify the evaluation.
Seller: Contact our customer service after you go online, and we will teach you how to modify it. Buyer: OK.
Seller: Thank you very much!
Leave a message to the buyer through Want Want to modify the evaluation steps. If you still can't operate, you can communicate by phone.
(5) Customer maintenance
Develop potential loyal buyers
1, Taobao gives all sellers a valuable wealth. That is, when users become your buyers, Taobao can't take back these buyers, they will become your own assets, and your maintenance quality will directly affect whether they will continue to buy your items in the future.
2. Loyal buyers usually generate a certain percentage of sales. Therefore, for buyers who have bought your goods, in addition to making the first transaction, they should also make follow-up maintenance to make them your loyal customers.
3. Send targeted and interesting emails and Want Want information to buyers regularly. Don't be too frequent, otherwise it is likely to be regarded as spam, and the advertised items must be absolutely attractive!
4. Set the loyal buyer as your VIP buyer. Formulate corresponding preferential policies in the store, such as allowing them to enjoy new product discounts and so on.
5. Visit customers regularly and care about customers by phone, Wangwang or email. Establish good customer relationship with them and get good opinions and suggestions from them at the same time.
(6) Complaints and infringements
1. The transaction is still in progress: if both parties cannot reach an agreement, they can apply for customer service intervention.
2. The transaction is closed (successful or closed):
Within 0- 15 days after the successful transaction of after-sales service rights protection, if there is after-sales demand, but it cannot be resolved through negotiation with the seller, you can log in to My Taobao-I am the buyer-Bought Baby, find the corresponding order, and click "Litigation Rights Protection".
Rights protection of goods not received within 0- 15 days When the transaction status of Taobao order is "successful", but the buyer has not received the goods in the actual process, the buyer can initiate rights protection of the goods not received. After the goods are confiscated, the customer service will help to verify the handling within 7 working days. Malicious harassment of rights protection non-mall transactions, the transaction status is "successful" within 0- 15 days. When communicating with the buyer, the seller takes improper ways or behaviors (including but not limited to: contact at midnight; Intensive phone calls or text messages; Use threatening or insulting language etc. ). Buyers can launch malicious harassment to defend their rights.
Malicious evaluation of rights protection is aimed at the situation that the counterparty gives a medium evaluation or a bad evaluation. The transaction was successful within 0- 15 days, and the middle evaluation or bad evaluation has taken effect.
It refers to the behavior of buyers, competitors and other evaluators to seek extra property or other illegitimate interests by giving bad reviews. The scope of acceptance of Taobao's malicious evaluation right is as follows:
1. Peer evaluation: the medium and bad reviews given after trading with peers and competitors;
2. Seeking benefits: the appraiser threatens the appraised party or makes unreasonable demands (such as reducing the price or asking for a refund or not returning the goods) by using the middle or bad evaluation; Ask for extra property.
Deferred delivery rights protection refers to the behavior that after the buyer pays, the seller says that it can't deliver the goods immediately or fails to deliver the goods within 72 hours, which hinders the buyer's efficient shopping rights. The seller's delivery time is subject to the time recorded by the courier company system. After violating the promise to protect rights, the customer service will help intervene within 5 working days. The status of the rights protection transaction that violates the promise is "waiting for the buyer to pay" or "transaction closed", and it is within 0- 15 days after the transaction is created. (including cash on delivery) If the seller refuses to provide the services promised by the product page to the buyer, including the official payment method of Alipay specified by Taobao and the after-sales service that the seller needs to undertake, the buyer can initiate a violation of the promise to protect rights. After the rights protection is started, the customer service will intervene within 5 working days. The seller can make the next appeal according to the following options:
A. If you don't have this behavior or caused it unintentionally, please contact the rights defender immediately and try to eliminate the misunderstanding as soon as possible; B. If you don't have this behavior, but you can't contact the defender or the negotiation fails, please give a reasonable explanation and provide the following documents:
1, complete and clear screenshot of Ali Wangwang's chat record.
2. Ali Wangwang's certificate number
3. Screenshot of letters in Taobao Station
4, SMS photos
5, call list and other objective and effective proof.
If you are not satisfied with the processing result, please provide proof to Taobao customer service (indicate the member's name, order number, reason and other information), or contact Taobao directly for specific information.
Return postage standard
Under the condition that the baby does not affect the second sale and the accessories are complete:
Q: What should I do if I don't like the goods I received?
A: There is no reason to return the goods for seven days, and the buyer should take care of the round-trip postage.
Q: What should I do if I need to return the package?
A: Store C and MT should exchange the postage by themselves, and the refund will be deducted from the delivery postage and paid by the freight insurance. The mall pays the exchange postage, and the seller bears the freight for the refund.
Q: What should I do if the received goods have quality problems?
A: Store C and MT exchange sellers bear the freight (paid by freight insurance), and the sellers bear the postage to and from the mall.
Q: What should I do if I need to return the goods after the transaction is successful?
A: Stores C and MT are responsible for the exchange postage; The mall will be responsible for the postage for the exchange of goods, and the refund will deduct 5.5% of the handling fee (Taobao Mall will charge 5%, 0.5% will be credited to the buyer's account as mall points, and 17% will be deducted if the invoice is not refunded, so it is best for customers to return it).
Note: Under the condition of ensuring the buyer's satisfaction, minimize the loss.
The status of the buyer after applying for a refund
Current refund status: the refund agreement is waiting for the seller to confirm.
Check whether the refund amount is correct: the correct point is consistent with the refund application; Reject the refund application if the points are incorrect, and contact the buyer for repair. If you can't return the goods for 7 days without reason, you can confirm the refund agreement first. After the buyer enters the return status, he can inform the buyer to modify the refund agreement as required.
Status after agreeing to refund application
Current refund status: the refund agreement has been reached, waiting for the buyer to inform the buyer of the return, operating the return, and inputting the return express number to the seller.
Status after refund application
Current refund status: the seller disagrees with the agreement and waits for the buyer to modify the refund agreement as required.
Buyer's return status
Current refund status: the buyer has returned the goods, waiting for the seller to confirm the receipt and then sending it to the finance department to confirm the refund.
For old and regular customers, we should always keep in touch, give some small gifts or entertain customers when we have time and conditions, and stabilize the relationship with customers.
Second, we should constantly obtain customer information from various media while having old customers.
Third, to have a good performance, we must strengthen business learning, broaden our horizons, enrich our knowledge, and combine business learning with communication skills in a variety of forms.
Fourth, I have the following requirements for myself this year.
1. To add more than _ _ _ _ new customers every week, there must be potential customers.
2, weekly summary, big knot once a month, see what mistakes in the work, timely correct next time.
Before meeting the customer, you should know more about the customer's status and needs, and then make full preparations, so that you may not lose this customer.
There should be no customer's concealment and deception, so there will be no loyal customers. On some issues, you and the client.
We should constantly strengthen our business study, read more books, consult relevant information on the Internet, communicate with colleagues and learn better methods and means from them.
6. Work attitude towards all customers should be the same, but don't be too modest. Make a good impression on customers and establish a better image for the company.
7. When customers encounter problems, they must try their best to help them solve them. In doing business, we must be a man first, and let customers believe in our work strength, so as to better complete the task.
8. Self-confidence is very important. Always say to yourself, you are, you are unique. Only by having a healthy, optimistic and positive work attitude can we complete the task better.
9, and other employees of the company should have good communication, team consciousness, more exchanges and discussions, in order to continuously improve business skills.
10. For this year's sales task, I will try my best to complete the monthly task of 10000 yuan and create profits for the company.
About customer service annual work plan 6 1, get up early (1 hour)
Get up at 8 o'clock every morning and surf the internet at 9 o'clock on time. As the saying goes, a day's plan lies in the morning. The early bird catches the worm. Be sure to prepare a nutritious and delicious breakfast for yourself in the morning. Your body is the capital of the revolution. Don't hurt your health day and night for Taobao.
After dinner, I can still insist on doing ten minutes of exercise to consolidate Taobao's protracted war. Because doing customer service in an online shop should be the same as going to work every day, you can't say that you can get up late if your business is not very good in the morning, and you will develop the habit of sleepiness over time. You don't want to get up even if there is a bill in the future. Do you understand what Taobao lacks and needs most? It is time.
2. Tidy up the self-inspection shops (1 hour)
Spend at least half an hour checking my online shop every day, look more and more, see what shortcomings the shop has, what needs to be modified, and see if the window space used is full. If it's not full, fill it up. Do you have any treasures to put on the shelves, miss any orders that haven't been delivered, and actively destroy others? There is still waiting for evaluation, give them a careful evaluation. These jobs look small, and when you are busy, you will be relieved of your burden, so you won't be in a hurry.
3. Watch more, watch more and show more (1 hour)
Spend at least an hour and a half visiting Taobao community every day to learn and exchange ideas, reply to Taobao friends' posts attentively, and learn how other people's essence posts are written. For reference, you must sign up for any activities in the community immediately. Popularity is always the main driver of the fire in your shop. This man, as long as he is famous, will be different! Everything good will come to you. . Ha ha!
4, the original post essence post (2 and a half hours)
It is best to stick to at least one original post every day. Not much, but it must be refined. It's not your fault that your post is of poor quality. After all, the number of elite positions is limited. I didn't choose you this time. As long as you work hard and keep writing, it will be your turn next time! The traffic brought by the essence post is tens of thousands. Once your post is refined, your store will be hot for several days. In the long run, the next millionaire will be you.
5. Peer learning (1 class hour)
Visit the shops of peers, see how others do it, compare their own shops, learn from each other's strengths, find out the shortcomings of their shops in time and make corresponding adjustments.
6. Take the initiative to find customers (2.5 hours)
This is the principle of casting a wide net mentioned in the last post. Customers don't wait for the door. If they want to find the main one, they must find the opposite sex. This point has been described in detail before, so I won't repeat it. Taobao is also a must-see, and many people are looking for things there. If you are looking for the related products you operate, you will know what to do!
7. Advertising time (2 hours)
If you want to make Taobao bigger and stronger, it is not enough to rely solely on Taobao. Be sure to go to the mountains, find more customers outside, go to major forums, search engine Baidu Google, and promote your advertisements everywhere. After a long time, the effect is quite obvious, and it is a lifelong enjoyment, which will lay a solid foundation for your future entrepreneurship!
8. Gangs and groups (1 hour)
There are so many gangs, sometimes it makes me dizzy. It won't hurt to add a little more anyway. You added more gangs. The scope of activities has also expanded. Propaganda is naturally more in place.
In 7 _____ _, the customer service department will closely focus on the key work of _ _ company, strictly abide by the company's various assessment systems, and conscientiously implement the tasks assigned by the company. Improve the overall business level and work efficiency of customer service department, strengthen service awareness, continuously improve customer awareness and satisfaction, and shape the brand image of the company. The customer service department is mainly responsible for the user's fault maintenance, and accepts the user's supervision and complaints about the company's behavior and personnel. In the year of 20__ _ _, __X Company will carry out the transformation of urban network optical cable, the transformation of Erdao Street distribution network and the cleaning of illegal satellite TV receiving facilities. These tasks will inevitably increase the workload of the customer service department, and the staff of the customer service department must guard against arrogance and rashness, work hard and successfully complete the company's tasks.
1, carefully answer the user's fault calls, make records and hand them over to the maintenance personnel in time; Warmly receive visiting users and patiently and meticulously answer their questions. Whether calling or visiting at home, we must adhere to the "first question responsibility system" of who receives and who is responsible, and we must not pass the buck, let alone hand over contradictions.
2. Advocate activities that emphasize civilized posts, be civilized people and speak civilized words. For users who call to visit, they must be kind and polite, not rude or blunt, and it is strictly forbidden to quarrel with users.
3. Ensure that there are no vacancies, no missing posts or leaving posts during work, and that you are not late, leave early or ask for leave.
4, it is forbidden to drink during work, it is forbidden to use the computer to do things that have nothing to do with work, it is forbidden to use fault maintenance and complaint telephone for personal behavior.
5. Abide by work discipline, maintain a good work order, do not whisper to others during work, and do things unrelated to work.
6. Carefully fill in, feed back and count the fault repair report: fill in all the contents of the fault repair report in duplicate, including the user's name, address, fault phenomenon, contact number and repair time; Fill in the user complaint acceptance form in detail, including the name, contact information, complaints and personnel, handling opinions, etc. Make statistics every month and report to the department head.
7, for the switchboard telephone can't solve the problem, timely report to the director or contact the relevant departments and leaders of the company to solve, and shall not conceal or lie.
8. Standardize operator language: When a user calls, the operator must use standardized language: "Hello, this is __X network customer service center. Can I help you?" . When the user's repair report is completed, the operator should use the following standard language: "Thank you for calling, goodbye". When the user's complaint is finished, the operator should use the following language: "I have recorded your problem, and we will reply to you as soon as possible. Thank you for your valuable advice."