In order to ensure the smooth progress of activities, it is often necessary to make an activity plan in advance. Activity plan refers to the planning document for an activity. What are the characteristics of an excellent activity plan? The following is my customer service activity plan for everyone. Welcome to share.
I. Guiding ideology
With the goal of strengthening service awareness and improving service quality, customer service is no small matter, and details determine success or failure. We will strive to establish a good social image of "customer service for water supply, service with heart" and build a water supply service brand that people are satisfied with.
Each team in the customer service department has its own duties and clear responsibilities. The next step is to start with the management process, sort out the problems such as inadequate service and low efficiency in management, simplify the workflow and provide convenience for users.
Second, the specific measures
1. Establish a service improvement team in the customer service department;
Group length:
Deputy team leader:
Team members:
Person in charge of service promotion of customer service department:
2. Improve the management system and refine the service specifications.
Improve the performance appraisal scheme, revise the external windows of the customer service department: hotline scheduling and civilized service standards for various business windows, require the dress code to be answered in Mandarin, patiently receive all kinds of water supply-related questions raised by users, establish a service record book, record the user's name, contact information, demands and other information in detail, properly keep it, accurately form a work contact list, and hand it over to relevant departments in time.
The operator of the hotline dispatching class should reply in Mandarin immediately after connecting the user's phone: "Hello, the operator of the water supply hotline XX is at your service, please speak". Water supply scheduling should be monitored in real time, and the scheduling should be done well according to the pressure values displayed at each test point. When pipeline maintenance or planned water cut-off, a reasonable scheduling scheme should be made quickly to make accurate judgment and accurate scheduling. According to the water supply capacity, improve and maintain the pressure measuring points, timely check the changes of pressure parameters of the city's pressure measuring point pipe network, rationally dispatch and operate economically, improve the efficiency of single machine and single equipment, ensure the stability of water pressure and sufficient water, and record the starting and ending time in detail. Ensure that the pressure of water supply pipe network in the central city is not less than 0.28 MPa, and the pressure qualification rate is not less than 97%.
All business windows strictly implement the company's "service commitment system" and "first question responsibility system", and the staff should say "What's your user number?" Do a good job in the registration of users without water charges and report to the business department in time; Customer service personnel shall not cause user complaints due to work attitude problems. In addition, we should start from the aspects of customer service personnel's dress, work badge, basic settings of each service window, public information column, etc., refine the norms and strictly implement them.
For example, after a user submits an application for water collection at the * * administrative service center, the staff of the customer service department should transfer the application to the user development office at the first time to ensure that no parts are pressed or missed, and that the monthly comprehensive score of the water supply window is not less than 99 points; After receiving the user's application for water supply, the user development office needs to make a good registration record and contact the user in time, and cooperate with relevant departments to conduct on-site investigation. After the regular production meeting is held, users will be informed as soon as possible whether they agree to the application for receiving water, and explanations will be made to reduce the phenomenon that users repeatedly send applications because they don't know the situation. Newly installed users and reopened accounts in separate tables shall be subject to the accounts transferred by the engineering department; And handle the user formalities in time according to the promised time limit, and open an account that month. For users with different water properties found by the Ministry of Supervision and business departments, actively organize relevant departments to verify and determine the nature in time according to regulations, which will not affect the charges for next month. Because the company has implemented the "first inquiry responsibility system" and "service commitment system", all incoming calls received by the customer service department window need to be transferred to relevant offices for processing, ensuring that the problems reflected by users are recorded, tracked and implemented. However, departments and offices that accept orders work in the order of work contact sheets. When there are many work contact lists, some problems that users urgently need to solve have not received corresponding attention. In order to solve this problem, the staff of customer service department should learn to be flexible, and if necessary, they can suggest users to contact relevant offices directly to avoid "congestion" caused by too many work orders, reduce users' losses and provide users with the greatest convenience.
3, strictly implement the service commitment system and the first question responsibility system.
The customer service department strictly implements the promised service content announced by the company and accepts user criticism and supervision. Users should listen carefully and patiently to users' inquiries, accurately understand users' demands, make records when necessary, and provide users with a truly comprehensive "one-stop" service without prevarication, prevarication or refusal. Each service window should set up a user suggestion book, which can be consulted, registered, replied and sorted in time; The service should be recorded, implemented, tracked, fed back and returned, and the implementation should be included in the monthly performance appraisal of customer service personnel.
4, seriously implement the work order system, so as to fulfill the promised service.
Take every request of users seriously, form a work order in time and accurately, record the date, sender, agent, recipient, user account number, reason, contact information and other information in detail, track the handling results of problems reflected by users, urge them to do it in time, and cancel the order in time after confirmation, so as to truly fulfill the services promised by the company.
5, do a good job of user return visit registration, improve service quality.
The work sheet can directly reflect the incoming calls and processing results of each office every month. The customer service department establishes a record form of users' return visits, conducts a survey of users' satisfaction, keeps abreast of the implementation of services provided by water supply companies, and makes targeted improvements. Users who are dissatisfied with the return visit should be further investigated and implemented, and those who do not meet the requirements should be corrected in time; Customer service personnel should explain to users the handling methods that meet the requirements and strive for users' understanding and support. Summary of the above 20xx-year implementation plan of customer service department of water supply company: each team of customer service department has its own duties and clear responsibilities. The next step is to start with the management process, sort out the problems such as inadequate service and low efficiency in management and register them for future reference. Analyze service statistics every month, and report the statistical results to the company's assessment team as the basis for performance assessment services, with clear rewards and punishments, and effectively improve service quality.
6, monthly statistical analysis of services, to provide a starting point for enterprise management.
Customer service personnel must reach the user complaint handling rate 100%, and the user satisfaction rate is above 98%. The customer service department makes a monthly summary and analysis of the call handling, user reception and work contact list of the month. The analysis table should include the number of problems involving relevant departments, reflecting the reasons, service nature, handling situation, percentage and service commitment evaluation results. It requires accurate figures, detailed contents and well-documented, with a view to fully understanding and mastering the evaluation of users' consultation complaints, so that all services can be implemented within the promised standard time limit and scope, and serve as the basis for performance appraisal of relevant committed business departments, thus playing a supervisory role in internal services and making internal operations efficient.
7. Broaden charging channels, meet users' information needs, deliver water supply information to users in time, open Alipay to collect water charges, and maintain the stability and security of the information platform.
The water price adjustment in 20xx was officially implemented, and the corresponding water supply information platform also needs to be upgraded urgently. The information center of customer service department strengthens the contact with software companies and adjusts various data to make the information platform stable and safe; At the same time, we will actively contact Alipay, strive to open Alipay's service of collecting water charges in the new year, and provide users with more convenient payment methods and information. We also hope that through Alipay's service window business, we can send messages to users in groups and directly reach their Alipay mobile phone clients, so that users can pay water charges through their mobile phones anytime and anywhere and receive various notices from Xinyang Water Supply Group Co., Ltd., and send short messages of water stoppage according to the company's notice; Send a reminder message to arrears users before xx every month. Ensure that the fault in operation can be repaired within 24 hours (except in special circumstances). If the emergency repair cannot be completed on time due to technical reasons, it shall be reported to the company in time.
8, strict data entry, timely, complete, accurate and error-free.
The data in this form shall be handed over in strict accordance with relevant procedures, and signed and recorded. If the input form is inconsistent with the microcomputer (if this account number is not displayed), report it in time and record it. The amount of water copied back every month must be timely, accurately and fully entered into the microcomputer, and the accuracy rate is 100%.
9, innovation department performance appraisal implementation, strengthen the incentive and supervision of employees.
Since the implementation of performance appraisal, customer service department has continuously revised and improved its performance appraisal rules, including detailed rewards and punishments for attendance, workload and work quality of each team, and established service files and performance appraisal ledgers. The salary of employees is directly linked to the assessment scores of departments and individuals, with distinct grades. In order to further strengthen the incentive and supervision of employees, the customer service department will innovate methods and optimize management. For example, the on-the-job hotline dispatcher prepares the job number, makes the job number public when serving, and evaluates the team members according to the customer service satisfaction every month; Microcomputer class is based on the number of input tables and the error rate per person per month; The business hall takes the number of votes and attendance as the assessment method.
10, carry out study, training and labor competition to improve the quality of employees.
Learning, training and labor competition can not only enrich employees' amateur cultural activities, but also improve their enthusiasm and enthusiasm for work.
The customer service department will continue to learn step by step from ministers to employees, build a sense of responsibility, improve professional skills, and organize it in the form of training, team exchange and learning, and weekly questions. A lot of customer service training was organized this year, which was given by Yan Xiaoyang, who has studied abroad. The monitor and minister will also ask random questions and spot checks on the learning content of employees, one question a week. The questions and answers, together with the learning record form formed by the team's internal training and learning, serve as the basis for the department's performance appraisal in the current month to ensure that the learning results are not a mere formality and become a long-term mechanism.
According to the technical requirements of different posts, timely organize business post training activities to stimulate the enthusiasm of employees to learn and use technology. For example, the labor competition in business hall fees can be conducted in the following ways:
1. How many user numbers are entered in one minute, and the billing accuracy.
2. Proficiency in the operation of the charging system: see who answers the questions raised by users better and more accurately.
3. Service etiquette: the standard degree of polite language, the standard of receiving electricity, dress and behavior, etc.