Responsibilities of customer service department of the company
I. Customer Information Management
1. Data collection. In the company's daily marketing work, collecting customer information is a very important job, which is directly related to whether the company's marketing plan can be realized. The collection of customer service information requires customer service specialists to carefully extract customer information files every day in order to pay attention to the development trends of these customers.
2. data collation. The customer information files extracted by the customer service specialist are submitted to the customer service supervisor, who will sort out the information, analyze and classify it, and assign special personnel to manage all kinds of information, requiring timely updates every day to avoid omissions.
3. Data processing. According to the principle of balancing the number of customers and giving consideration to business ability, the customer service supervisor assigns it to the relevant customer service specialists. The customer in charge of the customer service specialist should communicate with the customer within one week and make detailed records.
Second, pay irregular return visits to different types of customers.
The needs of customers are constantly changing. Through the return visit, we can not only understand the needs of different customers and market consultation, but also find out the shortcomings in our work, remedy and adjust in time, meet customer needs and improve customer satisfaction.
Return visit methods: telephone communication, email communication, SMS service, etc.
Return visit process
Extract the customer information that needs to be paid a unified return visit from the customer file, distribute it to the customer service specialist after statistics, and communicate with the customer by telephone (or email, etc.). ) and carefully record the results of each customer's return visit, fill in the return visit record form (this form is the information carrier of return visit activities), and finally analyze the results, write a return visit summary report, and file the final data.
Content of return visit:
1. Ask customers for their comments on our company, suggestions and opinions on products and services;
2. Special return visits can be made in specific periods (such as festivals, anniversaries and promotional activities).
3. Friendly remind customers to renew their cards or upgrade to other consumption cards.
Note: the return visit time should not be too long and the content should not be too much.
Return visit specifications and terms
Return visit specification: one avoidance, three guarantees, namely
Avoid disturbing customers when they are resting;
We must ensure a return visit rate of 100% for member customers;
Must ensure the complete record of return visit information;
You must ensure that you will be back in three days (it is best to make an appointment with the customer on the phone for another convenient time).
Hello, this is XXX. Are you Mr/Ms XXX?
Sorry to bother you.
Communication: Thank you for accepting our XXX service project at XXX time. Are you satisfied with XXX service project?
Satisfied: Do you have any suggestions for our service?
Not satisfied/general: (Can you tell me what you are not satisfied with? /What should we improve?
End:
Satisfied: Thank you for your reply. If you need any help, you can contact us at any time. I wish you (happy driving/happy holidays). Goodbye!
Dissatisfied/General: Thank you very much for your reply. At this point, we really have not done enough. We will improve it soon. I hope everyone will supervise. I wish you (happy driving/happy holidays). Goodbye!
Second, efficient complaint handling.
Improve the complaint handling mechanism, pay attention to the standardization and efficiency of customer complaint handling, form a closed-loop management process, so that complaints can be accepted immediately and get quick results, and there will be a return visit after handling; So that customer complaints can be effectively and satisfactorily resolved. Establish complaint filing data.
Three aspects of complaint handling:
1. Provide convenient channels for customer complaints;
2. Handle complaints quickly and effectively;
3. Make the most thorough analysis of the cause of the complaint.
The purpose of solving complaints is to save dissatisfied customers.
Complaint resolution strategy: short-short channel
Fixed cost apartment
Come on.-come on.
Understand the relationship between service and brand.
The customer is always right; Customers are buyers of goods, not troublemakers; Customers know their needs best,
Hobbies, this is the information that enterprises need to collect. Losing a brand is more terrible than losing a deal.
Complaint handling process:
1, complaint acceptance
That is, initially fill in the relevant contents of the customer complaint registration form, such as complainant, complaint time, complaint content, etc.
2. Complaint judgment
After understanding the contents of customer complaints, it is necessary to judge whether the reasons for customer complaints are sufficient and whether the complaint requirements are reasonable. If the complaint cannot be established, you can reply to the customer in a euphemistic way to gain the customer's understanding and eliminate the misunderstanding; If the complaint is established, determine the responsible department of the complaint according to the customer complaint information, and ask the customer to give a certain time to investigate.
3. Investigate and analyze the causes of complaints.
It is necessary to find out the specific reasons of customer complaints and the specific responsible person of customer complaints. If it is a maintenance quality problem, hand it over to the relevant person in charge for handling; If it is a service problem, the service specialist/supervisor will handle it.
4. Propose a treatment plan.
According to the actual situation, the department discussed and put forward different related solutions. The competent leader should check the complaint handling schemes one by one, choose the best solution, and give instructions in time.
5, the implementation of the treatment plan
The person directly responsible and the person in charge of the department shall be punished in accordance with the relevant provisions; Inform the customer, ask the customer to sign after confirming that the customer accepts the solution, and collect customer feedback as soon as possible.
6. Summarize the approved price.
Summarize and comprehensively evaluate the complaint handling process, and the customer service supervisor will fill in the customer complaint classification statistics table, conduct data analysis and statistics, propose improvement countermeasures, continuously improve the business management of the enterprise, and improve the service quality and service level.
Complaint handling standard
First of all, words and deeds are operated in accordance with service standards.
Skills to avoid conflicts with customers:
1. Do not argue; No swearing; Don't be angry;
2. Don't promise easily and keep your word;
3. Do not shirk responsibility;
4. Don't raise your tone.
Don't say "no, I don't know, I can't wait" to customers.
6. Don't doubt the honest character of customers;
It should be pointed out that:
Respect the customer's personality, treat the customer wholeheartedly, listen attentively, analyze the customer's actual problems from the customer's point of view, and give the customer some autonomy. Invite customers to participate in * * * and choose the best solution, so that customers can feel that their opinions are respected and try to adjust their relationship with customers in a compensatory way.
Third, communicate closely with all departments, participate in marketing activities and assist in marketing.
The implementation of telemarketing in enterprises plays a vital role in the success of sales, which requires customer service specialists to have certain sales business ability and master certain business skills.
Telemarketing communication skills:
First, grasp the customer's psychology
Second, the sound skills
1, the speech speed is appropriate, and it is best to be consistent with the customer's speech speed;
2. Have feelings;
3. Enthusiastic attitude.
Third, the skills of opening remarks
1, interest attracts customers' attention;
2. Dare to introduce your company and show your identity;
Don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down, don't give up immediately;
4. Make a phone call louder than usual to create a good conversation atmosphere;
5, simple and clear, don't cause customers' disgust.
Fourth, introduce the skills of the company or product.
1, it is better to face it with the mentality of "hitting the wall";
2. Accept, praise and agree with customers' opinions;
3. Learn to avoid problems;
4. Turn the customer's objection into our selling point.
Five, the skills to stimulate customers' desire to buy
1, exerting objective artificial influence and social pressure;
2. Use his point of view;
3, care about every word of the customer, care about the people, things and things he cares about;
4. The influence of media and public opinion on the company;