As the new year begins, the customer service department will also face some brand-new environments and tests. According to my understanding of the company these days, I made the following work plan:
I. Terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service, and complete the training seriously and effectively.
Second, collect small ticket information.
Pay attention to the collection of the basic information of the receipt, and try to fill it out as well as possible, especially some important items, which must be filled out in a standardized way.
Third, put on record
Use unified professional management software to establish customer files.
Fourth, statistical analysis of data.
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions.
Verb (abbreviation of verb) Customer relationship maintenance
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time and make every effort to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance relations with customers.
Six, customer complaint handling
Respond in a timely manner according to the complaint information fed back by customers. Customer-oriented, improve the processing flow and operating procedures.
Because it is the first time to participate in the customer service work in the clothing industry, I haven't done much work in just five days after I entered the company, but I also found many shortcomings. I will try to make the customer service work better.
At work, I also encountered some problems and difficulties:
1, I am not very clear about some specific requirements in my work, which leads to my own work not knowing how to carry out smoothly, and I am worried that I am doing nothing and wasting the company's resources.
2, the personnel is not very clear, it will delay the precious time of some colleagues.
I need a telephone, and I hope I can have one to communicate with my colleagues.
Due to my lack of experience in clothing customer service, and in order to do a good job in customer service efficiently, I hope the relevant leaders and colleagues of the company will give some suggestions and help on the above issues, so that the customer service work can be well connected.
Company customer service work plan model essay 2020 (II) In the new year of 2020, the customer service department will have the following work plans for employees:
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 your best to understand customer 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, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.
4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem 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. Establish a customer complaint form or complaint registration form: after receiving customer complaints or complaints, record them on the form, such as company name, address, telephone number, reasons, etc. 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, discuss the solution after learning more about the complaint or complaint, 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 more patient: in actual handling, listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2, 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.
3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of enterprises to solve problems. Third, it can prevent the negative pollution of customers from causing greater harm to enterprises in time. Fourth, the loss can be minimized.
4. Appropriate language: customers are dissatisfied with the company, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat with them, their relationship 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. Higher level: After customers complain, they all hope that they and their problems will be taken seriously. Often the level of people who deal with these problems will affect customers' expectations of solving 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 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.
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.
The work plan of the company's customer service department is model essay 2020 (III). Last year's work was mainly about customer service and b2b promotion. As far as the customer service position I am mainly responsible for is concerned, my work has improved this year, but next year's work needs to be further improved and improved. Next year, we plan to start from the following aspects;
First, improve customer conversion rate.
1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.
2. Cooperate with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.
Second, answer customers' questions comprehensively.
Customers will communicate with xx people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.
Third, pay attention to improving their online marketing ability.
First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive the target customers, the network department can receive the target customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive the target customers independently. This requires understanding the knowledge of the main products promoted by the network department and the basic market situation of the products, such as xx instrument, xx, xx therapeutic instrument, xx, xx therapeutic instrument. The knowledge of these products will be strengthened next year.
Fourth, avoid the obstacles of checklist information.
When receiving the inquiry from the target customer, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.
Model essay on the work plan of the company's customer service department in 2020 (IV) According to the work situation of the company in 20 19, the work plan of the customer service department in 2020 is as follows:
First, 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. Do a good job in customer reception and coordination of problem reflection.
(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 various centers, between customer service centers and relevant departments in the school, as well as other information consultation.
(3) Follow-up and return visit of related logistics services.
(4)24-hour service telephone.
4. Coordinate and handle customer complaints.
5, do a good job in customer reception day activities, take the initiative to collect and handle customer opinions.
6. Establish customer files. Including family area, teaching area and student community.
7. Do a good job in service exchanges such as suggestion box, blackboard newspaper and blackboard newspaper, and warm tips.
Third, continue to provide good services.
Iso quality inspection management, office work and customer service of the property management center, and continue to effectively maintain customer service with the energy center.
Four. Institution building
1, establish the customer service center of logistics company. 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, staffing at least two people. To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, 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 (abbreviation for verb) budget
In previous years, the general office expenses of customer service department were paid by 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. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. 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 we can win the bid for xx property services, the customer service center can adopt the model of "xx community".
The above work plan is only used as the idea of "cadres quitting the league" and "quality, reform and development" organized by the customer service department for the head office, and may not be implemented immediately. Practice is the criterion for testing truth. Customer service should be gradually improved and upgraded according to its own characteristics. We continue to explore in our work, with the aim of providing logistics services and making the company bigger and stronger.