Customer service center customer service department
February 2002 19
Request and report system
Please report the following problems in time:
Political problems and leaks found in the work;
Found major mistakes, accidents, serious violations of communication discipline;
Endanger the personal safety of communication equipment;
Problems that need to be solved beyond the scope of duties;
In case of users deliberately making things difficult at work, ask the monitor for instructions and the monitor will solve it;
The report for instructions should be carried out step by step, and it can be carried out in an emergency, but it should be reported to the superior afterwards.
Instructions should be timely and accurate, and suggestions should be made according to the situation. The instructions of superiors should be recorded in detail and carried out seriously. If you have different opinions, you can make suggestions. When the superior insists on the original intention, it should be implemented first, and then reflected upward according to the organizational principles.
Security and secrecy system
Keep it strictly confidential and don't disclose any information of customers under any circumstances.
Strictly abide by the company's communication discipline and do a good job in safety (fire prevention, anti-virus, anti-leakage, anti-theft and accident prevention).
Chatting with customers is strictly prohibited, and non-staff members are not allowed to enter the computer room. Any foreign personnel who enter the computer room on business must be approved and registered by their superiors. (The customer service system will be implemented after normal operation. )
Use communication equipment correctly, take good care of the facilities in the computer room, and it is forbidden to put items that are easy to damage the equipment, such as water cups, on the machine to avoid failure.
It is strictly forbidden to use open flames at the communication site. If it is really necessary to use open flame at work, it can only be used after the company's security department agrees to take necessary safety measures.
Strengthen security leadership, adhere to regular inspection (power supply, sockets, hidden dangers of open flames, document control and implementation), designate special personnel to keep fire-fighting equipment, and solve problems in time when found.
Take care of the things necessary for work, put the money in the locker, and lose valuables at your own risk.
It is forbidden to use self-purchased electric heating equipment for cooking and hot water at the communication site.
Conference system of customer service department
During the handover meeting, the changes in business increase, the spirit of instructions from superiors, customers' suggestions, complaints, processes and equipment changes should be clearly explained to the next shift in time and recorded clearly.
The class meeting is held once a week, attended by the monitor and presided over by the director of customer service department, to comment on this week's service, safety, style, training and attendance. , inform the business handling situation, and analyze the case of solving special difficult problems, summarize and unify the answers, and convey them to all business representatives.
Hold a meeting of business representatives of the whole customer service department on Friday before the 25th of each month, presided over by the director of the customer service department and attended by the director of the center. The content of the meeting is to report the completion of monthly tasks, and reward the excellent and punish the poor according to the quality inspection. Each group reports the work of the current month, points out the problems existing in the work, provides business training and answers to difficult problems, and informs the work plan and objectives of the next month.
Timely submit half-year and annual work summaries, put forward suggestions and measures for improvement, and rationally arrange the work in the second half of the year and next year.
Duty system of customer service department
When on duty, the personnel on duty should first dressing the, stick to their posts, wear work certificates, and then sit up straight, full of energy and concentrate.
The personnel on duty should obey the command and dispatch, and do a good job in accordance with the requirements of various business rules, service specifications and operation specifications.
When on duty, you must use standard service terms, and be polite, cordial, concise, clear, patient and thoughtful in tone, intonation and response.
Establish the service concept of "customer" as the center, keep in mind the service principle of "customer is always right", and make quick response and good response.
Consciously abide by labor discipline and perform the duties of operators. It is strictly forbidden to make noise in the computer room and not to leave without the approval of the shift supervisor.
Strictly implement rules and regulations and safety systems to ensure that customer information and owner information are not leaked.
Strictly implement the handover procedures and strictly abide by the handover system.
On-site standardization standard of customer service department
Dress in uniform, be polite to others and sit correctly.
Don't make noise or do anything unrelated to work in the computer room.
The monitor is located on the right side of the desk and the earphone is hung on the right side of the machine.
The workbench is clean and tidy, and the notebook is in its original place.
The seat should be neat and tidy, and you should return to your seat in time after leaving your seat.
The articles in the computer room require a horizontal and vertical line.
Access to the computer room shall not exceed the prescribed time limit. If there are any special circumstances, please ask the monitor.
Field management system
1, obey the command and dispatch of the monitor.
2. Standardize the use of service terms, patiently answer users' questions, and seriously accept users' business registration, business consultation and suggestions.
3, in strict accordance with the provisions of the operation, can not go its own way.
4. Observe communication discipline, labor discipline and confidentiality system.
5. Dress neatly in the computer room and wear the badge in a unified position.
6. Sit upright, keep the table clean and tidy, and don't bring items unrelated to business into the computer room.
7. Don't move chairs, keyboards and computers at will. When leaving the desk, push the keyboard into the drawer, and don't scribble on the equipment.
You can't leave the stage without the monitor's consent.
You can't read books, chat with receptionists or hang up the phone privately during working hours; Pagers and mobile phones can't be brought into the computer room.
All computers in the customer service center are not allowed to play games online without approval.
Off-duty personnel are not allowed to stay in the computer room, and are not allowed to use the fixed telephone in the computer room casually.
There must be no peels and stones in the computer room.
Customer service center health management system
First of all, the working environment of the computer room is very important.
Computers, tables, chairs, stationery and other items in the computer room should be placed neatly without dust;
Bright doors and windows, clean ground;
Employees should be neatly dressed and hygienic on the computer, and their long hair should be tied up.
Keep the publicity column and facilities in front of the big screen clean and tidy.
Second, the management of the locker room
Keep the dressing room quiet, close the door lightly and speak softly;
When entering the workshop, you must put the changed clothes in your locker, not outside or on the top of the cabinet;
Dress neatly, no wrinkles, no defects, no sleeves, and wear light-colored clothes to work;
Take good care of your personal belongings to prevent them from being lost. Don't mess with it, lock the cupboard in time, or you will be at your own risk.
The dressing room cleaning is organized and implemented by the monitor of that day every Monday.
Third, the management of flowers and plants in the computer room
The day shift is responsible for watering.
2. The day shift every Friday is responsible for cleaning the leaves.
Handover system of customer service department
Arrive at work 10 minutes in advance and listen carefully to the monitor's roll call.
After roll call, they lined up to enter the computer room.
Make good preparations for the shift, the post handover should be concise and quick, no small talk is allowed, and you should quickly enter the working state.
Successors are not allowed to leave the station until they arrive.
Read the latest notice carefully to keep abreast of business changes and preferential policies.
The handover log shall clearly record the equipment, difficult problems and personnel handover.
Summary of leave system of customer service department
Seriously implement the leave system, so as not to be late, not to leave early, not to be absent without reason, and to ensure that the duty time is on time.
If you can't go to work on sick leave, you must ask for leave in advance. General leave should be put forward within one day. Special leave should be put forward one hour before class; If you can't ask for leave in advance, it will take effect only with the approval of management. Otherwise, it will be treated as absenteeism.
Leave should be handled step by step, and skipping and crossing leave are not allowed. Permission for leave approval: one day is approved by the director of customer service department; More than one day is approved by the director of the customer service center.
Personal leave must be handled by yourself, not by others, except sick leave.
Sick leave must be certified by the medical unit before it can take effect (except for emergency), and the emergency must be notified to the monitor by telephone before the handover. The sick leave certificate must be continuous, and the leave slip must be given to the monitor on the first day after the sick leave expires.
In principle, night shift leave is not allowed. In case of special circumstances, it must be put forward before 12 on the same day and take effect after being approved by the management.
Holidays and vacations are not allowed, except in very special circumstances, which need to be put forward two days in advance and take effect after being approved by the management.
Failing to ask for leave before class and being more than 20 minutes late; Those who leave their posts without permission for more than 20 minutes will be dealt with according to violation of discipline.
Business and study abroad require the approval of the director of the customer service center.
Shift change system in customer service department
Employees may be allowed to change shifts during working hours because of their own or other needs to handle things in person during working hours.
The shift change must be agreed by the monitor of both sides, and the shift change registration form must be filled in.
Each person shall not change shifts more than twice a month. Continuous shifts are not allowed, and those who shift or return to work are not allowed to work continuously.
Shift change must adhere to the principle of the same type of work and technical level.
Both sides of the shift must explain clearly. If the shift handover is delayed due to unclear explanation, the empty shift will be treated as absenteeism, and both parties will assess according to their responsibilities.
Neither shift nor quitting is allowed, otherwise it will be treated as absenteeism.
The monitor must know the personnel situation and shall not approve it at will.
Shift change and return to work must comply with the policies of the customer service center.
The personnel on duty on holidays are not allowed to change shifts or ask for leave.
Responsibilities of the Director of Customer Service Department
Assist the director of the customer service center to manage, establish and improve various rules and regulations, improve business processes, implement various principles and policies of telecommunications services, timely convey the latest spirit and business notices of the company, implement all kinds of documents of superiors about telecommunications business knowledge, implement various business management, and maintain the normal working order of the customer service center.
Responsible for the scheduling and arrangement of customer service personnel, the management, guidance and supervision of the squad leader, the organization and management of the daily work of the customer service department, and timely submit the customer safety service analysis report.
Implement the development of various businesses, monitor management methods, master the operating system, deal with problems in time and register properly.
Responsible for coordinating with relevant departments and handling customer service in time.
Cardiac emergencies and important diseases.
Responsible for the regular training and assessment of customer service department's business knowledge, and file it.
In order to promote the continuous improvement of the professional quality of business representatives, in order to be full as soon as possible.
Meet the needs of customers.
Be responsible for summarizing and counting the weekly acceptance, supervision, feedback and return visit, and reporting the results in time.
Customer service supervision responsibility system
Responsible for the business management and guidance of business representatives; Check and supervise the implementation of employees' job responsibilities; Handle difficult problems, important events and emergencies in the work, and report to the director of customer service department in time.
Seriously implement various rules and regulations, correctly implement various business tariff policies, strictly implement business processes and processing time limits, and ensure that the customer service department and assessment indicators are completed.
Strictly manage the site, fill in the duty log carefully, summarize and form a service quality analysis report every month, and submit it to the director of customer service department before the 22nd.
Every day, the shift supervisor is responsible for counting the work situation of the day (system problems, problem summary, consultation, inquiry, daily report and weekly report of active service workload) and submitting it to the director of customer service department.
The shift supervisors in each group are responsible for the dynamic thinking of business representatives, report problems in time, organize business representatives to learn new business and conduct regular training to ensure that each employee is familiar with business knowledge and master the operating system skillfully.
Grasp the busy and idle situation of each shift, submit it to the director of customer service department in time, and arrange the seats reasonably. In violation of various systems, business rules and labor discipline, the parties have the right to order them to stop work, master the situation on the spot and put forward suggestions and handling opinions to the factory director.
Each shift arrives at the post 10 minutes in advance, and carries out roll call comments, which is simple, clear and targeted.
Understand the operation of the system in time, grasp the detention and return of work orders at each station, and urge them to be completed in time.
Responsibilities of quality inspector in customer service department
Responsible for checking the service quality of customer service system, correcting problems immediately when found, and reporting to the director in time in case of emergency.
Seriously study the telecom business knowledge and patiently help to answer the problems found in the inspection.
Monitor everyone 1-5 times every month, including: service language, service attitude, tone and intonation, customer demand induction ability, customer response ability, etc.
Fill in the comprehensive evaluation form of service quality in detail, record the contents in detail, and summarize and submit the assessment every month.
Summarize once a week, make a training plan according to the inspection results, which can be all-staff training or individual training, and submit it to the director of customer service department, and submit the quality inspection analysis report and training plan.
When the roll call is made, the general service quality problems found in the inspection shall be evaluated in detail to the business representative (designated by the director of customer service department).
Responsibilities of business representatives in customer service department
Represent the interests of customers internally, represent the image of the company externally, and fulfill the normative requirements of the first inquiry responsibility system.
Familiar with and master telecom business knowledge, business operation skills and related business processes.
Skillfully accept all kinds of business service needs of customers, and give timely feedback to the monitor if they can't handle them.
Provide customers with accurate, timely, cordial and thoughtful services, and do a good job of "asking, answering and sending" three-tone service.
Proficient in microcomputer operation skills, timely report the abnormal operation of machinery and equipment.
It is our duty to establish a "customer-centered service concept" and keep in mind the service principle of "the user is always right" to satisfy customers.
Study hard, constantly sum up the practical experience of service work, and improve their professional quality and skills.
Abide by relevant rules and regulations and care about the collective.
Timely feedback the problems found in the process of customer service, and actively put forward improvement opinions and suggestions.
Summarize the system operation problems and submit them to the monitor in time.
Complete the matters assigned by the leaders.
Represent the interests of customers internally, represent the image of the company externally, and fulfill the normative requirements of the first inquiry responsibility system.
Familiar with and master telecom business knowledge, business operation skills and related business processes.
Skillfully accept all kinds of business service needs of customers, and give timely feedback to the monitor if they can't handle them.
Provide customers with accurate, timely, cordial and thoughtful services, and do a good job of "asking, answering and sending" three-tone service.
Proficient in microcomputer operation skills, timely report the abnormal operation of machinery and equipment to the monitor.
It is our duty to establish a "customer-centered service concept" and keep in mind the service principle of "the user is always right" to satisfy customers.
Study hard, constantly sum up the practical experience of service work, and improve their professional quality and skills.
Abide by relevant rules and regulations and care about the collective.
Timely feedback the problems found in the process of customer service, and actively put forward improvement opinions and suggestions.
Summarize the system operation problems and submit them to the monitor in time.
Complete the matters assigned by the leaders.
Rules for classification of employee grades
Junior workers (189):
Be able to master basic telecom business knowledge and apply it correctly in practical work. Understand the basic principle of microcomputer, easy to operate and use.
Familiar with business process, able to accurately input user requirements within the time limit and distribute them in time. Master the business query function of the system, flexibly use the operating system, accurately query the number/name and query the business data of 1997 system, and provide users with satisfactory services.
Monthly assessment, Chinese characters input 30 words per minute, business assessment qualified.
Intermediate workers (180):
Master the telecom business knowledge, understand the basic telecom tariff policy,
Can correctly handle user consultation, inquiry, complaint and general tariff dispute in practical work.
Master the principle of microcomputer, be familiar with the business acceptance process, be able to answer and summarize the customer's needs in time and accurately, and be able to use the billing system flexibly to provide accurate verification data for customers;
User's obstacle declaration, customer's suggestions and complaints can be accepted and entered according to the process. In the monthly exam, enter 50 Chinese characters per minute.
Third, senior workers (monitor and 96 123)
Fully grasp the telecom tariff policy and business knowledge, and understand the functions of the company's workstations. In the process of accepting and receiving customers, solve the difficult problems that the junior and intermediate seats can't be solved by their workstations in time; Complaints that cannot be answered on the spot or involve company policies (which will lead to the escalation of the problem); Complaints caused by the company's equipment operation or system operation problems; Large-scale customer complaints about cables and lines; For emergencies or events that touch the interests of the company, we should carefully analyze and summarize them in time, and report the information to the manager on duty or the competent leader in the shortest time. Complaints received by each radio station should be distributed within 60 minutes.
Quality inspection station, while knowing the seat distribution of business representatives, tracks the service situation of business representatives, understands and summarizes the business needs of business representatives, the standardization of service language and tone, and puts forward training needs; Timely analyze and summarize customers' dissatisfied criticisms and suggestions on our services, and incorporate them into the assessment. In addition, you should be familiar with etiquette service norms and professional terms. Proficient and flexible use of microcomputer principle, system maintenance, 1997 query and tariff complaint. Be able to summarize the market and customer demand in consultation and complaint, analyze the monthly service quality and feed it back to the competent business department in time.
The day shift monitor timely summarizes the key, difficult problems and equipment operation of the day's consultation and disassembly, and summarizes the work log and reports it to the director of customer service department.
Understand employees' ideological trends and attendance at work, and have certain organizational and on-site management capabilities.
Fourth, pay a return visit and edit the group.
The return visit station will timely feed back the processing results of all responsible departments to the users within 72 hours, with a return visit rate of 100% (according to ISO9000, if the contact information is wrong or cannot be contacted for 3-5 times, the case can be closed). If the problem remains unresolved or leads to complaints about the company's service upgrade, feedback should be given to the director of customer service department after the written feedback information is formed.
At the return visit station, timely summarize social suggestions, customer needs, key issues, employee information and company survey results (submitted to the comprehensive business analysis group).
The return visit station shall analyze and summarize the customer satisfaction of the return visit every Monday 18:00, and report one copy to the customer service director and six copies to the service analysis meeting of the center.
Business acquisition and editing stations should strictly follow the acquisition and editing process, and timely unload, add or delete all kinds of policies, notices, documents and information, business and the spirit of tariff adjustment of higher authorities. After receiving the fax and notice, the editorial team should organize learning, thoroughly understand the spirit of the document, make concise and unified propaganda statements according to the customer's understanding ability, and compile them into the information base for the reference of business representatives when consulting customers.
The maintenance process of knowledge base is as follows:
Receive business notifications from relevant departments.
Report to the director of the reading center
Learn the spirit of the document and understand the business content.
Collect relevant business information
Input knowledge base
Confirmed by the issuing department
Concise and unified according to the customer's understanding ability
The editing team should record the start and end time of addition and deletion, keep the original data and manage the catalogue.
The editorial team has established a comprehensive information base, a business knowledge base and an encyclopedia knowledge base, as well as a life column integrating the professional knowledge of business representatives such as literature, painting and handicrafts.
Summarize the needs of business representatives for customer service system, establish and improve various business reports of customer service center, and maintain the system in time.
Complete the tasks assigned by the leader and the duties of the business representative of customer service department.
To provide customers with satisfactory service and the service standard of customer service department.