China enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. However, the author believes that there are problems in the positioning, functions, processes and understanding of service personnel in most domestic enterprises, which may restrict the further development of enterprises. This paper focuses on the positioning problem.
First of all, many enterprises define the customer service department as the service window of the enterprise, which is the department that directly contacts customers (some even the only department), and most of them mainly rely on the service hotline to provide customer service, so it is easy to equate the customer service of the enterprise with the service hotline, as if the customer service is a small department of the hotline. There is nothing wrong with this positioning, which seems to be taken for granted by the customer service department, thus causing a potential problem that other departments of an enterprise do not attach importance to customer service. In fact, customer service is by no means a department matter. If other departments can also attach importance to customer service and handle the service problems that should belong to their own responsibilities, it will greatly increase the professionalism, effectiveness, pertinence and sense of responsibility of service, and make an enterprise's sense of full service reflected.
Second, at present, the customer service department in the enterprise undertakes the direct task of customer service. What is the service standard, who will make it, and the responsibility also falls on the customer service department itself. In other words, the customer service department is both an athlete, a coach and a referee on the football field; In practice, we should supervise and guide ourselves, set service standards for ourselves and judge the advantages and disadvantages. This positioning is obviously chaotic, irregular and problematic. Unfortunately, many enterprises are not aware of this.
Then, how should the customer service department position itself in the enterprise? In my opinion, enterprises should set up an authoritative and prestigious customer service department, which is the maker and evaluator of enterprise customer service standards (with the help of a third party). Its responsibility is to formulate service standards, norms, processes and information transmission methods for all departments of the enterprise. This standard is targeted, specific and quantifiable. At the same time, this department shoulders the responsibility of supervision and inspection, assessment and implementation, evaluation and improvement, just like the gendarmerie in the army is supervising the military discipline of soldiers. In this way, customer service is no longer a department matter, but an employee matter. The customer service department is a standard setter, a referee, not an athlete.
So, who will manage the original customer service work, especially the service hotline? The author strongly suggests that the service hotline should be managed by (or under) the marketing department, because the service information and opinions obtained through the hotline are one of the important basis for expanding the market. The unified arrangement of the marketing department can widely carry out active service and active marketing activities, and avoid the disadvantages of poor management of the two departments.
In fact, enterprises in China, especially well-known enterprises with foresight, have begun to plan and implement this way. The customer service department of a well-known household appliance enterprise has formulated an employee service manual to guide all employees in the enterprise how to do a good job in customer service step by step. A communication group company has set up a special customer service standard-setting department to set corresponding service standards for different departments.
Which department does the customer service specialist belong to?
Customer service department, or operation department!
Which department does customer service belong to?
Which department does customer service belong to? Due to different industries, customer service belongs to different departments. For example:
Telecom telephone industry, customer service belongs to the business department; The customer service in the hotel, the room attendant belongs to the housekeeping department, and the customer service in the restaurant belongs to the catering department.
What department does customer service belong to?
Customer service department is an independent branch, which can also be divided into administrative department, management department and administrative department. Customer service department is a comprehensive department of customer maintenance and after-sales service. I used to work as a customer service in a foreign company, and later as a customer service supervisor. Although I am also an administrative shift, I am not an administrative logistics, and the main groups I face are different. Administration is mainly responsible for company affairs, and customer service is mainly aimed at customers. Well, I am proud that I have done customer service, because I have experience in customer service.
What does customer service mainly do?
Different companies have different job contents. If it is after-sales customer service, it is to help users solve some problems in the product. Some are wrong operations caused by users not reading the instructions carefully, and some are easy for users to answer. When the user's repeated calls are not resolved, it will escalate into a complaint. Be skillful. When solving the problem, put out the user's anger. If you can satisfy users, then you can do it. If it's business customer service, answering the phone, and what services users ask for at home, you are responsible for recording, making appointments, setting up, returning visits, and so on. If you want to do customer service, you must be patient. It's normal to have pressure, and some users have bad attitudes or scold when they come up. If you want to understand your business knowledge clearly, you have to use your new hands to solve problems for users. Nothing else. You don't have to be serious about what you do, you have the responsibility to punish. These are all necessary.
What department does customer service belong to?
In the company, customer service belongs to the sales department and belongs to the after-sales department below the sales department.
What is the responsibility of the customer service specialist?
Answer the phone, deal with customers' problems and complaints, and sell or recommend new and old customers to use their own products or services.
What is the position of customer service department? What do you specialize in?
The receptionist should record the problems mentioned in customer complaints and visits in time, conduct investigation and verification on the same day, and then report the results to the director of the responsible department; If it can't be solved, it is necessary to reflect the problems and opinions to the relevant departments, and the service center manager will decide the handling method.
When dealing with visits and complaints, we should be enthusiastic, proactive and timely, adhere to principles and highlight services; Don't pass the buck and embarrass the guests. After the treatment, fill in the customer result treatment form, indicating the time, reason, recipient, treatment result, etc., for record and return visit.
Return visit requirements:
Customer service center will include customer return visit in the scope of responsibilities and implement it in the annual work plan and summary assessment.
The customer service center should pay a return visit to potential customers such as individual customers and group customers on the second day after the guests leave the store. The return visit rate is 100 for customers or customers who have complained within three days.
Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of the visit.
During the return visit, if you can't reply to the customer's inquiries and opinions immediately, you should inform the scheduled reply time.
After the return visit, the opinions, demands, suggestions and complaints put forward by the guests again should be sorted out and studied one by one in time, and the solutions to the problems should be communicated and negotiated with relevant departments. Managers of relevant departments should feed back the customer's handling results and sign a return visit form to prevent similar incidents.
It is necessary to inform the customer service phone number, the name of the returner and the discount for entering the store in time. Personal consumption when staying again can be regarded as the sales of customer service staff, and can be used as a bonus for the salesman's performance this month.
Everything is settled, everything has an echo, and you can't shirk, wrangle or pass the buck.
Take the initiative to greet visiting guests, be polite, smile, behave gracefully, speak clearly, use accurate and unambiguous words, and do not use indecent words.
When a guest has unreasonable words and deeds, he should be as tolerant as possible, patiently persuade, convince people with reason, and impress people with emotion. Don't use harsh words, let alone argue with them.
In fact, after work, there can be some interactions to enrich the amateur cultural life, for example, making a congratulatory phone call to customers' birthdays, strengthening communication with customers, enhancing feelings with customers and promoting the relationship between the company and customers.
Companies that want to know what kind or business need a customer service department or a customer service major?
Join longrich company, I am both a customer service and a boss!
What are the main responsibilities of the customer service department?
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.
Need to find out the specific reasons for customer complaints. What are the specific reasons? >>