Customer service new employee work plan 1 1, continuous learning and growth.
A real customer service staff has been learning and making progress. Although I have been in contact with customer service for half a year, I am completely unfamiliar with customer service at first. Although I have made some progress in the past six months, it is still not enough. I will continue to develop myself in my future work. I am a first-line e-commerce customer service. I usually have a lot of work, and sometimes I have to call many customers online at the same time. The customer service staff is still demanding.
Second, the complaint handling
In the third quarter, we should strengthen our own study, handle customer complaints more efficiently, and achieve rapid convergence. In the first two quarters, we didn't do a good job of complaining. This is my personal ability, because there are too many complaints and feedback, and I don't manage my work well at ordinary times and can't handle it in time, which leads to some customers' dissatisfaction. What I want to do in the third quarter is to work hard.
Third, order care.
In the first two quarters, there will always be an explosion of orders on holidays. It is in this case that customer service personnel are most likely to become masters of work. For example, if the order is not processed in time, the order will be cancelled. These problems are prone to some unexpected situations during the peak period. This has happened many times in the first two quarters, so I won't allow myself to happen again in the next three quarters.
It is the key to prepare for the peak period, improve your customer service ability, avoid some unnecessary order disputes, save time, don't spend too much time on a single order, let your work be fully carried out and do a good job after sales.
Customer service new employee work plan II. 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 people with all kinds of 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. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as photon rejuvenation instrument, Q switch, led photodynamic, co2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer 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.
This year's work is drawing to a close, and next year's work will be carried out in an orderly way, and efforts will be made to become a professional network personnel with a better working attitude.
Customer service new employee work plan 3. 1. Be loyal to your work.
Customer service staff, I "don't make simple things simple". Treat everything at work, meet complicated trivial matters and try to do it; When colleagues need to take over, they can put down their rest and work plans without complaint, resolutely arrange the company and devote themselves to their work.
Second, study hard and keep pace with the times.
Theory is the forerunner of action. Basic telecom customer service staff, I realize that theoretical study is a task, a responsibility and a realm. Over the past year, I have studied hard, worked hard on theory, strengthened my thinking potential, paid attention to applying theory and combined with practice.
1, focusing on theory. In work, theory is used to solve practice, and the purpose of learning is more important than application. Have the potential of theory, understanding and solution, and improve the principle, systematicness, foresight and sex in the work. After coming to the company for three years, I pay attention to transforming theory into a scientific way of thinking, into a grasp of work, into a way of thinking about work, innovating, solving new problems, taking a new road, overcoming old-fashioned thinking, abstaining from "empiricism" and expanding my thinking.
2. Pay attention to overcoming laziness. Study according to system and planning theory. Do not regard theoretical study as a "soft indicator" and an extra burden, and consciously participate in party classes every quarter; That is, according to the study plan, individual self-study, carry forward the "nail" spirit, squeeze the contradiction between study, work and study, not neglect study because of busy work, and not relax study because of heavy tasks.
In the future work, I will carry forward my present work, I will work hard, build a good relationship with customers at work, solve customers' problems with new services, and let me solve customers' problems with new services.
(a) Choose the right agent for good activities.
1, strengthen front desk service, overcome rigidity and prevent customer loss.
2. Strengthen the development of key assessment areas, effectively develop users and improve equipment utilization.
All employees give full play to the team spirit, take sales as the center, focus on improving sales in all work, start the market in an all-round way and complete the sales task in an all-round way.
(2) Qi Xin makes concerted efforts to provide high-quality and efficient services.
With the continuous development of various businesses in the operation department and the increasingly fierce market competition, service level has become an important condition for competing for customers. Therefore, in the first half of the year, we always put the improvement of service level in an important position.
Strengthen the maintenance of customer return visits, and pay return visits to key customers every week, among which 5 customers return visits 1~3 times a month, and the rest customers continue to return visits every month. Need to visit again, and has successfully completed the return visit materials issued by the city branch. According to the actual situation, we also distributed Yuanxiao and small gifts to more than three users during the Lantern Festival. Through the return visit, we strengthened the emotional connection with customers, publicized the new Unicom policy in time, understood the new needs of customers, and constantly improved our service. Patiently accept customers' inquiries and complaints in the usual work, and win customers' praise. We have established a new image of China Unicom through continuous service improvement. Do a good job in retaining and maintaining off-grid users;
1. The sales staff at the front desk will detain the users who come to handle the network cancellation business.
2. Make timely telephone return visits to off-grid users, and keep pertinence according to the actual situation.
3. For users who can't stay, after the user approves and issues a certificate, the card number is sold for the second time to reduce the off-line rate;
4. Ordinary user dimension:
1) Call back users or access information regularly;
2) holiday wishes (information);
5, maintenance of high-end users, key users through the usual accumulation of high-end users, key users as the focus of maintenance:
1) Pay a return visit or visit information once a month (according to the user's requirements). It is only possible to pay a return visit with information and implementation for the convenience of users.
2) Phone bill monitoring. Remind users to pay according to their needs.
3) Birthday wishes, holiday wishes (something practical for different users).
4) Tap the consumption potential of high-end users and do a good job in the secondary and multiple development of the stock market.
5) Family service. (Help users according to their needs)
6) Visit at home regularly.
Three. activity
The company should inform users of new activities, especially those that give back to users, and notify key users by telephone.
Customer service new employee work plan 4 Taobao daily business, you insist. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. "It's not your fault that business is bad, it's your fault that you are idle." This is my little suggestion. Oh, don't be accused of fooling around without doing a good job.
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, you can insist on doing ten minutes of exercise to consolidate Taobao's protracted war. Because doing online shop customer service should be the same as going to work every day, you can't say that you can get up later 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 know what Taobao lacks and needs most? It is time.
2. Tidy up and check your shop (1 hour)
Spend at least half an hour checking your online shop every day, look more and more, see what the shop is missing, 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 comments. Give a positive comment. 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 experiences, reply to Taobao friends' posts attentively, and learn how others' 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.
4, the original post essence post (2 and a half hours)
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's 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 your peers' shops more, see how others do it, compare your own shops, learn from each other's strengths, find out the shortcomings of your own 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. Many people are looking for things here. 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. You must go to the mountains, find more customers outside, go to major forums, go to the 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 too many gangs and groups, and sometimes it makes you 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.
Customer service 5 new employee work plan: one yuan start, Vientiane update. The new year is about to begin. According to the present situation of customer service department, the annual work plan of customer service department is formulated.
First, keep learning and training. Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.
(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.
(2) The head of the department strengthens the supervision and management of the players, and inspects the personnel on duty in various subjects irregularly every day, and implements and puts forward criticisms. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.
(3) Develop a training plan and conduct a series of skills training for employees on a regular basis. Time deployment
January:
All customer service staff will be tested, requiring all departments to master and remember the situation of all departments in the hospital and the situation of outpatient experts and doctors.
February:
Strengthen the service concept of the staff of the customer service center, learn to "serve with heart and care with emotion" to achieve exciting service, and raise the service of our hospital to a new level. Learn "communication skills with customers" to strengthen the communication ability between employees and patients.
March and April:
Strengthen marketing management for the members of the department team and strive for a lecture on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.
May and June:
Etiquette training and etiquette test will be given to the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.
Second, under the leadership of the hospital, do a good job assigned by superiors to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.
(1) Do a good job in customer return visits, understand customer needs, constantly improve our work, and do every detail to meet and satisfy customer needs and growth. Please strengthen the communication between the planning department and the consultation center.
(2) Do a good job in the coordination of outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.
(3) Do a good job in communication with inpatients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive to do better hospital services.
(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps: upright, at ease, stopping, standing across, squatting and saluting. Please ask the hospital security department for training.
Suggestion:
1. The hospital conducts 5s management training for all staff.
2, can carry out outdoor development training, strengthen the comprehensive quality of employees.
The year of 20xx will soon pass, and we will greet the new year with confidence. The new year means new opportunities and challenges. Today's flowers are better than in the past, and it is expected that tomorrow's flowers will be redder. Our department firmly believes that under the wise decision-making and operation of hospital leaders, the hospital's tomorrow will be better.
Customer service new employee work plan 6 1. Establish a network of customer service centers and establish electronic documents of customer information.
Second, departments and developers issue customer information questionnaires and establish vip health records after screening.
Three. Vip customer member
1, vip card drilling customer:
The annual fee is 20xx yuan for high-end customers and 38,000 yuan for customers.
2.vip gold card customers:
Annual score 18000 points.
3.vip ordinary card customers:
The annual collection is divided into 3000 points.
The customer service department of the hospital will adjust the customer category according to the accumulated effective consumption of vip customers.
IV. vip Diamond Card Gold Card Customer Fixed Service
1, drive a health service car to pick up and drop off hospitalized vip customers.
2. Gold card:
Vip Channel Service of Diamond Card All vip customers can show their VIP cards directly at the VIP channel sign facing the Gold Diamond Card at the counter. After explaining their purpose, the customer service staff will assist in all formalities, so that customers can feel at home and enjoy the distinguished feeling.
3, free of experts and ordinary registration fees.
4. Warm service:
Vip customers will receive a greeting call from the bed care doctor three days after discharge, and send holiday wishes or telephone wishes through SMS every major festival, so that vip customers can always feel the attention and concern of the hospital, thus enhancing their sense of identity and satisfaction with the hospital.
5, information express:
Send the latest hospital medical services, the latest medical information and preventive health care knowledge to customers in time.
6. Physical examination:
Health consultation and birthday wishes:
Vip customers can enjoy the annual physical examination, call the hospital service hotline for health consultation at any time, and get birthday gifts that are changed irregularly by the hospital on the corresponding birthday.
7.vip salon service hospital holds a VIP salon association every year according to the overall needs of high-end customers. Friendship Association can choose different themes according to the characteristics of customers, such as new medical service promotion meeting, reception, sports meeting, travel, movie viewing and concert, which embodies the concept of creating value for customers.
8. One-on-one service for exclusive customer service representatives In order to make the VIP who drilled the card feel the special attention of the hospital, we will establish health records for them and their families, formulate personalized diet and exercise plans, implement exclusive family health care doctors, and visit them once every two weeks to provide them with medical services such as health care and medical consultation. note:
High-end customers charge a membership fee of 2000 yuan per year.
Verb (abbreviation of verb) VIP card terms of service
The validity period of vip is consistent with the customer's annual points and annual membership fees, that is, as long as the customer's annual points are valid or the expected annual membership fees are valid, they can continue to enjoy VIP services. If the points are invalid or the annual membership fee is terminated, the VIP service will be terminated accordingly.
Distribution method of intransitive verb drilling card
The hospital organizes exclusive service representatives of drilling cards to visit customers and present drilling cards, and the exclusive service representatives strictly register relevant information.
Seven. Vip customer service details
1, vip customer data collection and archiving
1 List the clients who need follow-up service three days after discharge, and urge the bed nurse to carry out telephone greeting service.
Every two working days, you can query vip customers in the vip customer query system and check the collected data again. After determining the level, mark the ordinary card category of diamond card gold card in vip customer file. And make the corresponding follow-up service induction and division.
3. Create a data file for each vip customer and number it. Data cards are filed in the order of card numbers, and the corresponding filing list is established.
Before 30th of each month, count vip customers who will celebrate their birthdays next month, and make scientific and orderly statistics and filing. And make corresponding updates and adjustments at any time.
5. Keep the electronic information of vip customers. According to vip customer category, vip customer birthday order, vip customer serial number and other types, the electronic document list of vip customers is established for easy query.
Vip customer service project implementation
The validity period of 1.vip service is the same as that of the VIP card of the customer.
2. List the birthday information of vip customers every time, and vip customers call or send messages to wish them a happy birthday.
3. Send newspapers and periodicals to all vip customers twice a year;
Customer service news and health news.
4. The time for the customer to enjoy the annual physical examination is decided by the customer, but the customer needs to inform the relevant personnel of the hospital customer service department three days in advance, and the staff will review the latest status of the customer at that time and feed back the customer's situation to the corresponding pre-insurance department in time so as to prepare for the connection.
5, open a service hotline, health consultation at any time.