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Responsibilities of customer service department
Nowadays, the frequency of job responsibilities is on the rise. Job responsibilities refer to the work content that a post needs to complete and the scope of responsibility that it should undertake. So how to formulate job responsibilities to play its greatest role? The following is the job responsibilities of the customer service department (GM 17) I collected for you, for reference only, and I hope it will help you.
Responsibilities of customer service department: 1 1, responsible for supervising the implementation of temporary management regulations, user manuals, preliminary property service agreements and decoration manuals.
2. Assist the superior to prepare and modify the project property management documents, and formulate management objectives and service standards; Compile and modify service standards and rules and regulations for security, customer service, environment and greening, engineering, etc., and supervise their implementation.
3. According to the service standard, select the appropriate outsourcing unit, implement the daily cleaning, greening and pest control of the project, and evaluate and supervise the service quality of the outsourcing unit.
4. Be responsible for the daily operation and management of the business households in the area under its jurisdiction, and urge the team members to handle it in time and make feedback and return visits; Responsible for receiving and handling the daily complaints of operators, regularly organizing detailed satisfaction surveys of operators, and constantly improving service quality.
5. Coordinate customer service, security, cleaning, engineering and other work within the department, form a linkage mechanism, and quickly respond to various businesses and emergencies within the jurisdiction.
6, responsible for docking with real estate companies, complete the transfer of all kinds of data of the project, and improve the management of all kinds of files in the property service center.
Job responsibilities of customer service department. operating duty
1. Responsible for the owner's check-in procedures and decoration related procedures, as well as the arrangement and custody of the owner's data files and park keys;
2. Be responsible for the reception, registration and guidance of visitors who enter the company office, and keep irrelevant personnel, door-to-door salesmen and unreasonable people out of the door or assist relevant personnel to deal with them;
3. Be responsible for sending, receiving and forwarding company mails, parcels and newspapers; Responsible for communication and coordination with relevant departments;
4. Be responsible for answering the phone call of the owner's visit or maintenance, and make records and communication. Do a good job in sorting out the owner's application for repair and scheduling the maintenance work, and be responsible for all kinds of maintenance complaints and return visits to the maintenance situation;
5. Responsible for printing company documents and assisting in copying;
6. Be responsible for the management of newspaper subscription and mail distribution, and assist the reception of visiting guests and the logistics of company meetings;
8. Be responsible for collecting all the company's mails, parcels, newspapers and materials, registering them and handing them over to the superior leaders for handling;
7. Answer the phone within three rings. If you answer the phone after it rings more than three times, you should say, "Sorry, I just walked away. What can I do for you? " ;
8. When answering the phone, say in a standard tone: "Hello, Donghu New Town Property! What can I do for you? " Or "Hello, East Lake New Town Property Front Desk! What can I do for you? " ;
9. The caller's request must be written down in time. If you need to convey it to others, you need to write down the calling time, caller's name, reason, room number and related matters;
10. Pay attention to etiquette when answering the phone: handle with care, handle with care, use Mandarin when answering the phone, keep a natural, decent and generous image, don't tilt, don't eat with your mouth, don't tilt back and forth, control your tone when speaking, don't be too loud, and remind other staff not to make noise when answering the phone;
1 1. Try to make a long story short when you answer the phone. If any guest complains about the phone, he is responsible for sorting out the owner's complaints, answering and handling them. If it is necessary to calm down, be patient. In case of important complaints, the person in charge of relevant departments shall be informed in time;
12. During working hours, personal calls and voice calls are not allowed without special reasons, and personal calls should not be answered for more than three minutes;
13. Don't hang up before the caller (except personal calls); Before completing the telephone conversation, employees must ask the guests if they have other needs and say "thank you" or "goodbye" at the end of the telephone conversation;
14. The front desk can only receive people to sit down, and other people are not allowed to enter the front desk. Company personnel are not allowed to gather at the front desk to chat. If you need to discuss official business, you can enter the front desk, but it shall not exceed ten minutes. If it takes more than ten minutes, it should be changed to other offices;
15. Do a good job in cleaning the front desk, including keeping the whole front desk and office area neat and clean, free of dust and stains, and regularly do a good job in daily health maintenance of the reception hall; Keep the front desk clean and tidy, and don't put anything except company leaflets, personal teacups, desk calendars and potted flowers. Don't pile up food and sundries. Don't eat food at the front desk;
16. The daily work is mainly reception at the front desk, supplemented by copying and printing;
17. You must master the use of photocopiers, fax machines and shredders, and use Excel to make tables, Word documents and simple formulas; When leaving, you must explain to the direct leader, who will arrange personnel at the front desk;
18. Important events should be reported to the direct leader in time;
19. When the company needs to conduct training or hold a meeting, it must arrive at the site 15 minutes and hours in advance, assist in all the preparations, and must not be absent without reason;
20. Be familiar with the owner's occupancy process and matters needing attention; Familiar with the preliminary property service agreement of Donghu New Town, the owner's manual of Donghu New Town, the house decoration management agreement of Donghu New Town, the notice for owners of Donghu New Town, and understand the relevant laws and regulations of property;
2 1. Complete other tasks assigned by superior leaders.
Second, the specific requirements of the work
1. You must be on duty during working hours. If you need to go out on business, you can leave your post with the approval of your direct leader. When going out, the direct leader will arrange the reception at the front desk, and must ensure that there are no vacant positions at the front desk. Reception personnel are not allowed to go out and leave their posts for personal reasons. If there are special circumstances, she can leave her post after asking the superior leader for approval.
The company has a visiting guest, and the guest walks to the front desk within one meter. The receptionist must stand up, smile and say polite words;
When the guests make personal requests, the receptionist must listen carefully and take notes when necessary. In case of complaints that cannot be handled, please wait a moment and ask the person in charge of the relevant department to solve them;
When the visitor asks to see the company leader, the receptionist should ask if there is an appointment. And ask visitors to register well, and then call the employees they are looking for to ask if they have brought them in. If you need to bring it in at once, lead the way before you leave. If you need to bring it in later, please sit in the reception room, pour water for the guests and ask them to wait a moment. When you bring it in, take the guest into the leadership office and then pour water for the guest. (seven points full);
5. If the visitor doesn't listen to the request in an emergency and wants to break into the office, call the security guard or other personnel in the office to help intercept it;
6. When the guest leaves, stand up and smile, "Welcome to come again next time". Clean the reception area in time after the guests leave;
Third, gfd requires
1. You must wear company tooling, badges or company badges to work and keep them clean and tidy;
2. Don't wear off-the-shoulder clothes, suspenders and other informal clothes to work. Don't wear slippers or slippers-like leather shoes to work. The hem of the skirt should not be less than three centimeters below the knee. Do not wear "three legs";
3. Wear light makeup during working hours, keep your hair clean and tidy, and there shall be no dandruff. No long hair, no shoulder-length hair, long hair neatly combed and coiled; Don't dye strange hair color;
4. Cut your nails often, keep them clean, leave no long nails, do not apply nail polish, and do not have black objects under your nails;
5. Keep your breath fresh and natural without peculiar smell.
6. Don't wear ornaments except rings;
7. Maintain good standing posture, sitting posture and walking posture. Stand with your chest out and your shoulders in. Don't lean back, shake your head and look around when you are sitting. When walking, on the basis of standing posture, move forward horizontally, steadily and moderately, and don't run in the community without emergency;
8. Don't manicure, pick your teeth, pick your nose, burp, stretch, sing, hum or make up in front of guests.
Fourth, politeness.
1. Hospitality should be natural, generous, steady, warm and polite, skillfully use the "eleven-character" polite expressions, serve with a smile, and use honorifics well. Do it: greet the guests, address them, thank them for leaving, and apologize for the mistakes at work. Don't judge people by their skin color, race, beliefs, clothes and looks;
2. Take the initiative to give way when meeting guests, and don't take the initiative to shake hands when meeting guests, especially female guests. If guests reach out and shake hands first, they should smile and shake hands. When shaking hands, the posture should be correct, the waist should be straight, the upper body should lean forward slightly, and the strength should not be great. You shouldn't shake hands with guests with your left hand.
When talking with guests, you should stand up straight and be polite, don't look around and bow your head. Listen carefully to the guests, don't grab words with them, don't interrupt, don't argue with them, don't argue irrationally, speak with moderation, gentle tone and elegant language;
4. Don't ask the age of the guests, especially the female guests. Don't ask the guest's resume, salary, clothing price. Don't look around and don't whisper to people wearing strange clothes. Non-discrimination, enthusiastic help and thoughtful service for people with disabilities or physical defects;
5. Don't be too casual and affectionate to visitors, don't pat on the back, don't laugh at visitors' carelessness, and don't point fingers at visitors.
Responsibilities of customer service department: 3 1. Responsible for reception and visit registration at the lobby front desk, and provide consultation, guidance and etiquette services.
2. Be responsible for the timely dispatch or inquiry of customer service matters, and make records; Responsible for the transmission and feedback of relevant information.
3, responsible for the maintenance of the lobby order, emergency handling and common incident report.
4. Under the leadership of the customer service supervisor, handle the complaints and consultations of operators and report to the superior leaders according to the situation.
5. Be responsible for notifying and collecting the fees payable by customers.
6. Responsible for the daily patrol and inspection of the building.
7. Maintain good relations with customers, maintain quality service, try to meet the requirements of business households, and be responsible for coordination with other departments.
8. Participate in groups, foreign affairs reception, meetings, etiquette and other services.
9. Complete other tasks assigned by superiors.
Responsibilities of customer service department 4 1. Under the leadership of the director, be responsible for answering, explaining, registering, statistical analysis and other work of hospital consultation telephone.
2. Constantly improve their professional level, master relevant service etiquette, skills and customer communication skills, master the psychology of seeing a doctor, and master the discretion and skills of attitude, explanation and persuasion in the service process.
3. Do a good job in call registration management. Registration includes general registration of age, gender, course of disease, medical history, disease type, address, telephone number, intention to see a doctor, nursing content, and directional registration of intention to see a doctor, health consultation, price comparison, consumption habits, economic situation and personnel type.
4, master the hospital internal and external environment, department layout, personnel status, professional knowledge, technical projects, equipment prices, business dynamics, and so on and so forth, often take the initiative to communicate with relevant departments frequently, frequently contact, timely update relevant information, be accurate, and timely and accurately transfer expert consultation calls.
5. Be familiar with the professional knowledge and advertising content of each issue.
6. Do a good job in the statistics and analysis of telephone consultation, and fill in statistical analysis reports regularly.
7. Establish the telephone consultation master account book, implement database management, establish the statistical mechanism of telephone consultation arrival rate and hospital visit rate, establish the telephone consultation feedback mechanism, pay a telephone call back to the patients who see a doctor every day the next day, and make further mining plans.
Responsibilities of Customer Service Department 5 1. Do a good job in internet telephone consultation and appointment for medical treatment. And collect and register personal information, and make statistics every day to prepare for future telephone follow-up;
2. Be responsible for the training of medical guidance etiquette, and lead and manage the medical guidance work;
3. Responsible for customer data collection and management: through communication with patients, complete personal data collection, filing and development and management of hospital VIP customer base;
4. Responsible for handling customer complaints, investigating and classifying complaints, putting forward rectification opinions and sending them to the superior for approval and implementation in time;
5. Implementation and supervision of service process. Help, coordinate and solve patients' problems in hospital diagnosis, treatment, nursing and life; And supervise and manage the service process and quality of all employees and departments in the hospital.
6. Responsible for patient satisfaction survey: set up a suggestion box in the hospital, collect it daily, and make regular statistical analysis; Call back all discharged customers by telephone, summarize, analyze and sort out the survey results, and make an analysis report every month for leaders and relevant departments to make decisions.
Customer Service Department Job Responsibilities 6 Job Responsibilities:
1, responsible for completing the monthly and quarterly performance indicators issued by the company.
2. Responsible for the management of customer information and the maintenance of internal and external customer relations.
3, responsible for assisting the customer service director to complete daily work management, guidance and training.
4. Assist in the formulation and adjustment of sales strategy.
5. Drive the sales enthusiasm of the customer service center and coordinate the relationship between various departments.
Work content:
1. Allocate customer resources and break down work tasks.
2. Make a return visit strategy and improve the return visit speech.
3. Solve (answer) the questions raised by the after-sales service specialist.
4, supervise and guide the after-sales service specialist to carry out a return visit.
5. Organize a meeting of after-sales service specialists to focus on solving related problems.
6, statistics, analysis and report.
Job requirements:
1, college degree or above;
2.25-35 years old, with more than 1 year sales team management experience;
3. At least 3 years experience in telemarketing or online sales, and experience in medical and health care industry is preferred;
4. Have certain pressure resistance and efficient execution;
5. Pay attention to efficiency, be passionate and have a strong sense of teamwork;
6. Excellent communication skills and teamwork spirit, and good sales performance in the past;
Wages and benefits:
Basic salary+high commission+holiday benefits+year-end bonus+social security+other various subsidies and benefits.
The comprehensive salary is 6000-8000, and six insurances are required for the job purchase.
Working hours:
Summer vacation: 8: 30 am-65438+02: 00 pm-65438+04: 00 pm, single room holidays can be adjusted.
Winter: 9: 00 a.m.-65438+02: 00 p.m.-13: 30-65438+07:30 p.m. Single room holidays can be adjusted.
Bus route:
Exit A of Dongmenqiao Station of Metro Line 2 is within walking distance.
Bus104; 1 12 road; 14 1 road; 152 road; 18 road; 2 1 road; 47 road; 48 road; Take bus No.51to Zhiquan Street, get off and walk for 3 minutes.
Job requirements:
Education requirements: junior college
Language requirements: unlimited
Age requirements: unlimited
Working years: 3-5 years
Customer Service Department Job Responsibilities 7 Job Description:
1, responsible for answering customers' calls and accepting customers' inquiries, complaints and suggestions;
2, telephone call back, marketing, marketing and other activities support;
3. Enter and manage customer-related information and establish customer files;
4. Summarize and analyze the customer data, and put forward reasonable suggestions to the superior.
Job requirements:
1, major in medicine, nursing and nutrition, technical secondary school or above;
2, articulate, standard Mandarin;
3. It is best to have customer service experience in a large call center or consultation hotline center;
4. Familiar with customer service processes such as telephone consultation, complaint handling and file management;
5. Have strong customer service awareness and strong adaptability;
6. Experience in pharmacy or medical work is preferred;
7. Familiar with computer and office software.
Job responsibilities of customer service department. Work under the leadership of the clinic director.
Second, do a good job of telephone appointment registration to facilitate customers to choose doctors.
Third, handle the silver card and file for the members of the silver card.
Fourth, do a good job in the follow-up of hospitalized patients after discharge.
Fifth, carry out the service tenet of "all customer-centered" and do a good job in serving all kinds of customers; Provide one-stop service for VIP customers.
6. Carry out convenience service, provide wheelchair, tea, needle and thread, pen and paper for customers in need, provide printing, copying, fax, ticketing agency and other services for customers, and achieve one-stop service to facilitate customers and meet their needs.
Seven, instructors should do a good job in consultation, guidance, triage and other work.
Eight, guide the staff to provide full-time accompanying diagnosis and treatment services for patients with severe, old, weak and disabled; Guide and assist patients to go through admission procedures and open a green channel for customers in need.
Nine, the President's Representative Office is responsible for accepting customer complaints, patiently listening to customers' opinions, giving customers reasonable answers, and trying to solve problems for customers.
Customer Service Department Job Responsibilities 9 Job Responsibilities:
1. Be familiar with the company's basic information about management, cleaning, engineering, maintenance, order maintenance, fire fighting and charging, and answer various questions raised by users.
2. Accept and solve the user's needs, do a good job of explaining the claimant, and pay a return visit to register the user's opinions.
3. Assist the project leader to handle the repossession of the business households, accompany the business households to check and accept the houses, and effectively manage the vacant houses.
4. Assist the person in charge of the project to go through the examination and approval procedures for user decoration, and be responsible for the inspection and acceptance of decoration.
5. Be responsible for contacting the maintenance personnel to implement the user unit maintenance project, and audit and track the maintenance afterwards.
6. Send all notices and letters from the property management company to users in time, and urge users to pay management fees and other expenses on schedule.
7. Patrol the floors as required, check whether the facilities in each part are in good condition, and record the situation in the daily work report.
8. Supervise and inspect the cleanliness of public areas on each floor. If the cleanliness is seriously affected, contact the cleaning department immediately and report to the superior.
9. Cooperate with order maintenance and fire department to maintain the safety of each floor.
10. Supervise each decoration team to carry out civilized construction according to the decoration regulations of the property project.
1 1. Give full play to work initiative and complete other tasks assigned by superiors.
Job Responsibilities of Customer Service Department 10 Job Description:
1, according to the personal sales target decomposed by the hospital's business objectives, through customer development, tapping potential, improving services, and cooperating with the promotion plan.
2. Responsible for the hospital's customer reception, and provide professional disease consultation for patients;
3. Responsible for sorting out customer files;
4. Actively participate in the training and learning of business knowledge and improve their own knowledge system;
5. Communicate with customers and maintain a good doctor-patient relationship;
6. Complete other tasks assigned by leaders and obey reasonable coordination arrangements.
Requirements:
1, college degree or above, medical major is preferred;
2. More than one year working experience in medical market, consultation and reception (required);
3. Good image and temperament, clear pronunciation, standard Mandarin, strong adaptability and communication skills, and good speech skills;
4. Love the medical and health industry and consulting work, be able to work under pressure and have good team motivation;
5. Have good professional ethics and professionalism.
Responsibilities of customer service department: 1 1 1. Responsible for recruiting, training and evaluating department employees according to the establishment.
2, responsible for the implementation of the responsibility book signing work.
3. Be responsible for training the reserve manager.
4. Responsible for coordinating the daily property management and KPI implementation of the mall.
5. Strengthen employees' ideological education, cultivate employees' concept of loving Red Star as their home, and check whether employees' behavior is standardized.
6. Determine work objectives, formulate work and training plans, make work arrangements, and make monthly, quarterly and annual work summaries.
7. Do a good job in the evaluation of outsourcers, carry out cost management according to the bidding process of property contracts, and control the use of budgets.
8. Establish good relations with the public, coordinate with other departments and handle major complaints.
9. Be responsible for the fire safety within the management scope of the mall property department. In case of emergency and accident, the mall should cooperate with the mall to deal with it and do a good job in the aftermath.
10. Organize and implement the daily operation of the property of the Group Property Promotion Center to achieve the quality objectives.
1 1, responsible for property file management, establishing good relations with the public and coordinating with other departments in the mall.
12. Organize regular working meetings of relevant personnel of the department to convey the working spirit of the Group and regional properties, check the implementation of the work of the department and assess the employees.
Job responsibilities of customer service department 12 Job responsibilities:
1, fully responsible for the quality management of the customer service center, the achievement of departmental operation indicators and functional objectives, the guidance and development of the customer service team, the establishment of the customer management system, the timely and effective handling of the owner's complaints, and the improvement of the owner's satisfaction through the service planning and the implementation of regular audit standards and processes;
2. Responsible for the coordination, organization and supervision of customer service, service quality, documents, community culture and information, and organize departmental work meetings regularly;
3. Manage and guide the daily work of the customer service center; Responsible for the training and development of customer service personnel;
4, according to customer demand, establish customer service standards and customer information classification files, organize regular inspection and review;
5. Manage the internal affairs of the service center, communicate with residents, receive visitors, etc.
6. Responsible for the collection of project property service fees.
Qualifications:
1, age: 28-35 years old, full-time college degree or above;
2. More than two years of working experience in the same position in property management, familiar with relevant laws and regulations on property management, and skilled in using all kinds of office software;
3. Have good communication skills and team management skills, be healthy and have affinity;
4. Have a good sense of customer service and strong ability to withstand pressure.
Job responsibilities of customer service department 13 Job responsibilities:
1. Carry out the work instructions of the project leader and the customer service supervisor, and be responsible to the customer service supervisor.
2. Be familiar with the name of the business owner, clearly understand the basic situation of all aspects of the property project, pay attention to the needs of the business owner, and enthusiastically answer all kinds of questions raised by the business owner.
3. Be responsible for the customer service at the front desk of the customer service center, receive visitors warmly and politely, understand their purpose and convey it to relevant personnel in time.
4. Answer the operator's phone calls, receive the operator's demands or opinions, fill in the Registration Form for Calling and Visiting, the Record Form for Operator's Demands, the Record Form for Handling Demands, the Registration Form for Operator's Demands and the Maintenance Sheet, and promptly notify the relevant person in charge, and be responsible for customer service housekeeper or supervisor to follow up.
5. User data collection and decoration application registration procedures, all kinds of certificates, all kinds of customer files filing.
6. Make statistics and analysis on the needs of business households every month, and report the results to the customer service supervisor.
7. Be responsible for keeping the front desk clean and tidy, cleaning up the customer service center documents every day, and filing the documents reviewed by the department head/project leader.
8. Be responsible for sending and receiving internal documents of the company, and make a good registration of sending and receiving documents.
9. Be responsible for counting the attendance of employees within the time specified by the Operation Support Department and sending it to the Operation Support Department.
10. Fill in the work diary at the front desk carefully and do a good job of handover before work every day.
1 1. Give full play to work initiative and strive to complete other tasks assigned by superiors.
Responsibilities of customer service department: 14 1. Assist the general manager to participate in daily business decisions, business meetings, etc. Supervise and implement the relevant requirements and systems of the board of directors and the Group on financial management, be responsible to the general manager of the company for daily affairs, and report major issues to the general manager, the board of directors and the Group at the same time.
2. Preside over the overall work related to customer service, formulate the company's customer service work plan and organize its implementation, organize the customer service work plan and investigate the user situation.
3. Put forward opinions and suggestions on the organizational construction of the work in charge, have the right to suggest the appointment and dismissal of the staff in charge, cultivate the customer service awareness and work skills of subordinates, and improve the work efficiency of the team.
4. Seriously implement the rules and regulations issued by the board of directors, and revise and maintain the issued rules and regulations according to the actual situation; Formulate a perfect customer service management system, supervise and guide subordinates to operate according to the system norms, and conduct regular inspections and assessments on daily work to ensure customer satisfaction.
5. According to the company's overall goal plan, decompose the assigned tasks and evaluate the work process and results; Organize regular customer service analysis meetings every month and report the analysis results of the company's customer service indicators to the board of directors.
6. Be responsible for directing and dispatching the customer service work of the company, solving the problems in the customer service process in time, ensuring the smooth progress of the customer service work and reducing various cost indicators in the customer service work.
7. Responsible for completing other tasks temporarily assigned by various departments and the general manager of the group, and assisting other vice presidents in charge of the company to complete other business work of the company.
Responsibilities of customer service department 15 1. Familiar with the management system, charging standard, customers and property structure of property service center.
2. Responsible for the owner's check-in and customer decoration application procedures.
3. Be responsible for the management of owner files, decoration files and service center files.
4. Responsible for the key management of property and the supervision of vacant houses and public places.
5. Organize to collect/urge customers to pay property management fees and other related expenses on time.
6. Responsible for customer complaints, tracking, recording and statistical summary.
7. Organize customer satisfaction survey in the project regularly, including statistics, summary, rectification and whole process tracking.
8. Be responsible for compiling the cultural activities of the project, planning and organizing the implementation of festival activities.
Responsibilities of customer service department: 16 1. Under the leadership of the general manager, be fully responsible for the company's health management, safety management, water and electricity management, maintenance and recovery of water and electricity costs and equipment maintenance.
2. Organize company employees to seriously study and implement the principles and policies of the party and the state, establish a good corporate image, work hard and improve their professional quality.
3. According to the company's deployment, do all the work in the mall in a planned way.
4. Ensure the cleanliness of the shopping mall and do a good job in hygiene.
5. Be responsible for the parking management of shopping malls.
6. Establish and improve the water and electricity management system, guide and urge the employees of the company to seriously implement the safety operation procedures and do a good job in safety.
7, responsible for the daily maintenance of water and electricity work arrangements (including water, electricity, gas meter reading, accounting, fees, external payments, etc.). ), handle daily maintenance work in time.
8, prepare and organize the implementation of equipment maintenance plan and spare parts procurement plan.
9. Establish an equipment account and check it regularly to ensure that the account is consistent with the reality and prevent the company's assets from losing.
10. Strengthen supervision and inspection, establish supervision and assessment methods and reward and punishment mechanisms, regularly assess the work attitude, labor discipline and service quality of employees of the company, and implement rewards and punishments.
1 1. Check safety measures regularly to eliminate potential safety hazards.
12, strengthen information management. Actively report sensitive and abnormal situations to the company, and report major and urgent problems to the general manager immediately.
13, complete other affairs assigned by the general manager.
Responsibilities of customer service department 17 1. Under the leadership of the manager of the hospital operation department, assist in making specific work plans and cooperate with the diagnosis and treatment work of medical and medical technology departments.
2, responsible for the investigation of patients and their subordinates' mentality, to avoid medical disputes or patients' losses caused by patients' dissatisfaction with the hospital and failure to deal with them in time or by guiding emotional fluctuations to affect the quality of work.
3, often communicate with clinical medical staff and medical staff, understand their work habits and professional expertise, in order to reasonable triage, maximum service for patients.
4, the use of service skills to coordinate the relationship between medical staff and doctors and patients, found that the problem is solved in time, can not be solved in time to report to the superior leadership, do diligent observation, diligent thinking, timely discover and deal with hidden dangers and contradictions from clinical departments or patients.
5. Create conditions for the consultation and telephone consultation doctors to work with peace of mind, understand and master the psychological changes of each consultation, and make them have a correct attitude and work actively.
6, actively organize guides to conduct etiquette training and business learning, improve their working ability and business level, and pay attention to improve their psychological analysis ability, so that they can tap the needs of patients as much as possible.
7. Actively collect information inside and outside the hospital, collect information of patients and medical departments, grasp the changes of market information and patients' needs, analyze the changes of patients' service needs, update concepts in time, change service methods, and meet patients' needs.
8, timely discover the shortcomings and advantages in the work of guiding doctors, and timely correct and praise, fully mobilize the enthusiasm and initiative of guiding doctors.
9. Coordinate and handle disputes between doctors and patients caused by service attitude and service quality.
10, complete other related work assigned by the leaders.
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