4s shop customer service job responsibilities

Article 1: 4s shop customer service responsibilities

1. Accept customers' inquiries, record the contents of customers' inquiries and complaints, and give customers a counterattack according to the process.

2. Organize customer information, and the customer service specialist carefully extracts customer information files every day to pay attention to the dynamics of these customers.

3. Record and summarize the consultation content, analyze it in time and feed it back to the customer supervisor.

4. Visit customers from time to time. 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 own work, remedy and adjust in time, meet customer needs and improve customer satisfaction.

When you receive a complaint, you should deal with it immediately. Pay a return visit in time after handling, so that customer complaints can be solved efficiently and satisfactorily, and complaint filing materials can be established.

6. Communicate closely with other departments, participate in marketing activities and assist in marketing.

7. Complete other tasks assigned by the leaders.

Chapter 2: Responsibilities of customer service in 4s stores.

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 the shortcomings in our own work, remedy and adjust in time, meet customer needs and improve customer satisfaction. Return visit mode: telephone communication, email communication, SMS business and other return visit processes, extract customer information that needs to be returned to the customer file, and distribute it to the customer service specialist after statistics. Communicate with customers by telephone (or email) and carefully record the results of each customer's return visit, fill in the return visit record form (which is the information carrier of return visit activities), and finally analyze the results and write a return visit summary report for final data archiving.

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: the return visit time should not be too long and the content should not be too much. Return visit specification and language return visit specification: one avoidance and three guarantees, that is, to 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 of work:

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, with quick results, and there will be a return visit after handling; So that customer complaints can be effectively and satisfactorily resolved and managed. 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.

Complaint resolution purpose:

Strategies to solve dissatisfied customer complaints: short-short channel-low cost-fast speed, understanding the relationship between service and brand, customers are always right; Customers are buyers of goods, not troublemakers; Customers know their own needs and hobbies best, which is the information that enterprises need to collect. Losing a brand is more terrible than losing a deal.

Complaint handling process:

1. Complaint acceptance refers to the initial filling of the relevant contents of the customer complaint registration form, such as the complainant, the complaint time, the complaint content, etc.

2. Complaint judgment After understanding the content 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 euphemistically, 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. Find out the specific reasons for customer complaints and designate the person in charge of customer complaints. If it is a maintenance quality problem, hand it over to the relevant person in charge for handling; If it is a service problem, the service specialist/supervisor will handle it.

4. Propose a treatment plan. According to the actual situation, the department discussed and put forward different related solutions. The competent leader should check the complaint handling schemes one by one, choose the best solution, and give instructions in time.

5 in the implementation of the treatment plan, the person directly responsible and the person in charge of the department shall be punished in accordance with the relevant provisions; Inform the customer, ask the customer to sign after confirming that the customer accepts the solution, and collect customer feedback as soon as possible.

6. Summarize the approved price. Summarize and comprehensively evaluate the complaint handling process, and the customer service supervisor will fill in the customer complaint classification statistics table, conduct data analysis and statistics, propose improvement countermeasures, continuously improve the business management of the enterprise, and improve the service quality and service level.

Complaint handling standard

First of all, words and deeds are operated in accordance with service standards.

Skills to avoid conflicts with customers:

1. Do not argue; No swearing; Don't be angry;

2. Don't promise easily and keep your word;

3. Do not shirk responsibility;

4. Don't raise your tone.

Don't say "no, I don't know, I can't wait" to customers.

6. Don't doubt the honest character of customers;

Attention should be paid to: respect customers' personality, treat customers wholeheartedly, listen attentively, analyze customers' practical problems from their perspective, and give customers certain autonomy. Invite customers to participate in the selection of the best scheme, make customers feel that their opinions have been respected, and try to adjust the relationship with customers in a compensatory way.

Third, communicate closely with all departments, participate in marketing activities and assist in marketing. The implementation of telemarketing in enterprises plays a vital role in the success of sales, which requires customer service specialists to have certain sales business ability and master certain business skills.

Telemarketing communication skills:

First, grasp the customer's psychology

Second, the sound skills

1, the speech speed is appropriate, and it is best to be consistent with the customer's speech speed;

2. Have feelings;

3. Enthusiastic attitude.

Third, the skills of opening remarks

1, interest attracts customers' attention;

2. Dare to introduce your company and show your identity;

Don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down, don't give up immediately;

4. Make a phone call louder than usual to create a good conversation atmosphere;

5, simple and clear, don't cause customers' disgust.

Fourth, introduce the skills of the company or product.

1, it is better to face it with the mentality of "hitting the wall";

2. Accept, praise and agree with customers' opinions;

3. Learn to avoid problems;

4. Turn the customer's objection into our selling point.

Five, the skills to stimulate customers' desire to buy

1, exerting objective artificial influence and social pressure;

2. Use his point of view;

3, care about every word of the customer, care about the people, things and things he cares about;

4. The influence of media and public opinion on the company; Profits from data analysis run through the whole telemarketing project, but mainly focus on the following three aspects:

1, data list retrieval A prerequisite for telemarketing is to have a large number of data lists, that is, potential customers.

2. Monitoring of on-site activities. According to the actual situation of each marketing activity, make the corresponding table. In the monitoring of on-site activities, data analysis is mainly to help us make rational use of the marketing target list and improve personnel performance.

3. Summary of project activities According to different types of projects, the focus of analysis is also different.