Work Plan of Customer Relationship Management Department in the Second Half of the Year

If the gap between heaven and earth in life is fleeting, suddenly, our work has entered a new stage. At this moment, we need to start making a work plan. I believe many people will find it difficult to write a work plan. The following is the work plan (five selected articles) of the customer relationship management department for the second half of the year, which I carefully arranged. Welcome to read the collection.

The work plan of the Customer Relationship Management Department in the second half of the year is 1. First, we should focus on sales volume, promote the structure and strengthen cigarette sales.

1. Continue to work out a comprehensive work plan with the guiding ideology of "increasing the total amount and adjusting the structure". There are not only rigorous development and sales plans and feasible visit plans in line with market changes, but also feasible detailed target measures. Through unremitting efforts, the sales task will be fully completed. We will break down the general task into months, lines and people. Implement ledger registration management, adhere to the task decomposition to the day, to the line, to the people, one day to register and one day to announce, and strive to achieve daily insurance, monthly insurance.

2, adhere to the leadership hanging point, department package point, continue to go deep into the grassroots, in-depth line, in-depth market, face-to-face exchanges and interviews with users, solve problems for users, provide better services, and ensure the completion of cigarette sales tasks.

3. Pay close attention to business norms, carry out sales work in strict accordance with the norms, and prohibit illegal operations;

4, adhere to the market-oriented, do a good job in publicity and market cultivation, do a good job in the cultivation of the main brand and the promotion of new brands, do a good job in the maintenance and upgrading of the main brand, increase the publicity and promotion of brands, effectively grasp the changes in cigarette sales structure, adjust the supply of goods, and meet the needs of the cigarette market as much as possible.

Two, grasp the monopoly, promote purification, standardize the cigarette business environment.

It is necessary to continue to follow the working ideas of keeping the soil responsible, fighting and preventing simultaneously, purifying the market and serving the sales, focusing on checking dens, blocking the inflow and cutting off the third tobacco market, and guiding the market and retail households to escort cigarette sales.

1. We should continue to do a good job in the supervision of the cigarette market, especially in key areas. The market purification rate should always be above 98%, and the market share should always be 100%. There is no public sale of "three non-"cigarettes in the market.

2, continue to strengthen and improve the illegal clues information network, continue to crack down on the production and sale of fake cigarettes network, curb the underground undercurrent.

3, continue to carry out the comprehensive improvement of the cigarette market, during the action, we must first clear the objectives and tasks, clear the division of responsibilities, implement the action steps, and implement the personnel and vehicles. During the operation, all participating departments should keep personnel and vehicles in place at all times to ensure that the strength is not reduced. Secondly, all departments should cooperate closely, carry out their duties, administer according to law, enforce the law in a civilized way, do not exceed the scope of their functions and powers, do not enforce the law rudely, and establish a good image of law enforcement. It is necessary to closely rely on the Municipal Bureau, closely contact with public security, industry and commerce and other functional departments, take the rectification action as an opportunity, resolutely crack down on all kinds of illegal and criminal activities of cigarettes, strive to maintain the order of the cigarette market, and promote the substantial improvement of the purification rate of the cigarette market.

4. Continue to deepen the combination of exclusive marketing to achieve the purpose of promotion through management, concentrate on market management and intensify market rectification. Pay attention to the combination of exclusive marketing, tap market potential, expand cigarette sales space, and promote the promotion of cigarette sales volume and structure.

5. Continue to strengthen the training of monopoly personnel, including the production of inquiry records and inspection records, cigarette identification, further improve the quality of monopoly personnel, set off the study of laws and regulations, raise the level of civilized law enforcement to a new climax, and build a high-quality monopoly law enforcement team.

Third, attach importance to education, strengthen the mechanism, and constantly improve the level of internal management.

Highlight the people-oriented work concept, constantly innovate in the system, mechanism and system, maximize the enthusiasm of all cadres and workers, and promote the all-round development of the work.

1, comprehensively strengthen self-construction, establish a good image, strengthen management, and strictly implement various management systems. Implement accountability at all levels. Strengthen work assessment and inspection, manage good people with the system, convince people with the system, conduct spot checks at any time, and resolutely deal with the problems found.

2, continue to strengthen the construction of the staff, the implementation of star dynamic management measures for employees, benefit wages are directly linked to work performance. Do a good job in the supervision and coordination of employees' business, insist on distributing learning materials to employees every month, guide and urge employees to make training records and learning experiences, and constantly improve the overall level of employees' overall quality service.

Work plan of customer relationship management department in the second half of the year II. Personal work this year

With the support and promotion of company leaders, 12 took the post of customer service supervisor because of the increase in customer volume and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. Thank you very much for your strong support and affirmation of my work, and let me enter the working state as soon as possible.

In the past 20 years, the main work has focused on the replacement work before the filing of the first-phase customer contract and the explanation and confirmation of the customer after the change of the first-phase apartment.

In 20 months, I was mainly responsible for determining the regional price of the store and the development of store sales.

In 20 to 20 months, the main focus is on the replacement of the second phase contract and the sales of affiliated shops.

10. I did some preparatory work and found out the internal works of the house before handing over the house.

20-month is mainly the first stage of customer delivery.

The above is part of the phased work I have participated in. In addition to the above work, I am mainly responsible for daily work:

1. In the sales process, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by General Manager Shi and Minister Zhao of the engineering department. Thank you here.

2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed.

3. Complete some work temporarily arranged by General Manager Liu.

Second, problems at work.

Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:

1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.

2. Don't look for a job. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.

3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.

Customer Relationship Management Department's work plan for the second half of the year 3 (1) creates a "service image". Strictly implement the company's rules and regulations and use civilized language when communicating with customers; Integrity-based, not easily promised to customers, promised things must be done and done well; Don't ignore the details; Pay strict attention to clothes, appearance, gestures, etc.

(2) Change the service concept from "I want to serve" to "I want to serve". Seriously study the company's various system processes and business processes related to quality, so as to respond to various quality problems raised by customers at any time. With the attitude of "learn more, communicate more and take the initiative to attack", we go deep into the work of accepting quality complaints, communicating with customers and handling customer complaints immediately, and at the same time provide customers with three guarantees of quality (repair, replacement and return).

(3) Enhance the sense of responsibility, service and team. Take the initiative to carry out the work to the point and reduce the service time limit. When receiving customer quality complaints, we should deal with them immediately, reduce customer complaints caused by our quality problems, minimize unnecessary losses, and close customer quality complaints within three days while bringing greater benefits to customers and the company. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperate with colleagues, report to leaders, better complete your job, and at the same time enhance teamwork ability and better serve customers.

(4) Every time you receive a customer complaint, you should immediately report it to the relevant production department (responsible department) in accordance with the Regulations on Handling Customer Quality Complaints, and fill in the Report on Handling Customer Complaints at the same time, and formulate corrective and preventive measures for quality complaints. Make statistical analysis of customer complaints every week in order to better count quality problems. At the end of each month, customer complaints will be reported to the superior leaders in the form of monthly reports and sent to relevant departments.

The above is my customer service work plan for the second half of xx, and there may be many unclear and incomprehensible places. I hope leaders and colleagues will give me more support and help. Looking forward to xx years, I will work harder, seriously and responsibly in this position, strive to win more profits for the company and establish a glorious image of the company in the eyes of customers.

Unconsciously, 20xx years have passed by half. Over the past six months, our company has experienced a great crisis and test, but fortunately, under the wise guidance of the leaders and the efforts of our colleagues, we have completed the work. Did not cause irreparable damage. And in the later work, carry out recovery work and strengthen the company's return to work. And recruited many new people to expand the company's manpower and actively prepare for the next step.

Generally speaking, in the busy first half of the year, we basically successfully completed our work objectives, but the second half of the year followed. For the company, customer service department is an important means of publicity and sales. Therefore, you can't relax at work. To this end, my work plan for the customer service department in the second half of the year is as follows:

I. Recruitment Plan

In order to support the company's development needs, the expansion of customer service department is necessary. It coincides with the graduation season, and the main goal of recruitment should be to satisfy graduates. Select suitable and targeted newcomers and further cultivate them in the future customer service expansion.

To this end, we should also make some preparations at the recent school recruitment and job fairs. But as far as the current situation is concerned, the main recruitment method should still be online recruitment.

Second, the training plan

There are many people recruited this time. After the recruitment, they should go to the company to participate in the training and be screened according to the training assessment.

Pre-training should be based on basic customer service methods and product knowledge. After several rounds of screening, it will be taught by old employees.

In addition, not only new employees are trained, but all employees are trained to strengthen team management and team members' ability to face this expansion. To this end, after recruiting new people, all employees in the customer service department should be trained. The main purpose is to strengthen the management ability of employees, strengthen self-control and improve work enthusiasm. After that, it is necessary to supplement the company's product knowledge, teach customer service staff how to learn, and let employees learn to actively understand the changes of the company's products and strengthen their working ability.

Three. working face

In the second half of the year, we should actively explore new customers and strengthen and maintain contact with old customers. Because I often contact and send blessings on holidays and birthdays.

In addition, our customer service department should also set up a wholehearted sales target and set targets and rewards, so as to promote the enthusiasm of employees and strengthen the enthusiasm of the team.

Four. Expectations for the second half of the year

Expanding the team will bring a lot of uncertainty, but in the second half of the year, we must strictly manage and build an excellent team with unity, goal and ability!

Customer Relationship Management Department's Work Plan for the Second Half of the Year V. Guiding Ideology

I want to change my job role as a breakthrough and actively integrate into the new development of on-site management service department; Speed up the improvement of job skills based on intensive learning; Pay attention to observing rules and disciplines, and strive to ensure the good image of the department; Take efforts as the main direction and establish the professionalism of hard work; Take expanding hobbies as the pursuit, and constantly improve their comprehensive quality.

Second, the work objectives

In 20xx, we should fully cooperate with the on-site management department to improve the execution of the customer service department. The key to setting goals lies in implementation. In order to achieve the goal as scheduled, we should conscientiously do the following work:

1. Change ideas and define goals.

As the saying goes, "consciousness reacts on attitude" and "attitude determines everything", and the quality of mentality directly affects a person's attitude towards work. So I want to regard the customer service department as a new job and a new working environment. Facing the fierce competition in the department store industry, I want to change the concept of "part-time job" and insist that "work is for myself". Improve work efficiency and execution, and give full play to the role of posts in commercial building management. On the other hand, when thinking about problems and dealing with things, we must jump out of the previous way of thinking, straighten our position, establish a sense of service, effectively change our work roles, and actively integrate into the new development of the department.

2. Strengthen study and improve personal quality.

Learning is the mission of history and the requirement of the times. Choosing learning is choosing progress. We should learn from "books, teachers, colleagues and leaders", listen to everyone's guidance and education with an open mind, be good at learning, be diligent in thinking, learn by doing, clarify the operation of the work and the procedures for dealing with problems, and achieve the unity of discipline, procedures, contents, methods, applications, knowledge and action, and words and deeds.

3. Expand the field and realize personal value.

Combine self-worth with x-value. I firmly believe that as long as I contribute more to X, I can get more X.

Respect and affirmation can realize self-worth. X provides a broad development platform for our employees to show their talents. In my future work, I will seize the opportunity of development and creatively do my job with a vibrant mental state.

4. Strengthen customer service skills learning.

Job skills are the lifeline of employee development. To be a qualified employee, I think I must strengthen and improve my post technical level. To this end, I want to further improve the initiative and consciousness of work;

( 1)。 For daily work, it should be carried out according to the quarterly, monthly and daily work plan formulated by the department. Every day, we should make targeted and planned efforts to do every inspection, and at the same time make patrol records. Even if problems are found, we should communicate with relevant departments to solve them. And cooperate with the monitor to do a good job of weekly and monthly summary report. The supervision and management of daily discipline, facilities, commodity quality and service must be carried out in strict accordance with the company's relevant rules and regulations, so as to be fair and just, not favoring one over another, and to be transparent in supervision and inspection, standardized in management and unified in implementation standards.

(2)。 We should actively cooperate with the tasks assigned by the monitor, often communicate with the leaders and employees of the sales department, put forward reasonable suggestions and opinions, actively participate in the activities carried out on the floor, and make good use of them.

(3)。 Receiving and handling customer complaints. Insist on continuing to learn from the handling experience of old employees, master the content of the new elimination method, and strive to communicate with floor management personnel on the company's return regulations, complaint handling skills, quality cases, etc. through departmental regular meetings or communication meetings and special training, and learn from each other. With the goal of standardizing its own reception forms and services, we will strive to standardize complaints, reception etiquette, reception procedures, processing results, reception and records.