Work plan of customer service department of 4s shop

Time flies and our work has entered a new stage. In order to better develop our work in the future, make plans and make ourselves more competitive. So how to make a plan to play its greatest role? The following is the work plan of the customer service department of 4s shop that I carefully arranged for your reference, hoping to help friends in need.

Work Plan of Customer Service Department of 4s Store 1 (1) is responsible for the customer relationship management of this center, analyzing customer information, such as loyal customers, ordinary customers, lost customers, etc., and designing corresponding activities to improve customer retention rate.

(two) to be responsible for the reservation and tracking service operation of the center.

(three) responsible for the collection and analysis of reservation and tracking information.

(four) responsible for handling customer complaints encountered in the appointment and tracking.

(five) responsible for the half-year training needs and plans of employees under their jurisdiction.

(six) responsible for the continuous optimization of appointment and tracking workflow.

Qualifications:

(1) Having a college degree or above.

(two) with more than two years of experience in automobile maintenance or related work.

(3) Job description and job responsibilities of the service quality tracker

Job Description of Service Quality Tracker:

A return visit after 3 days is an important means to find the shortage of after-sales service center. The service quality tracker is the main person in charge of after-sales return visit tracking and information summary, completing the tracking task in time, obtaining the real feedback information from customers and improving customer satisfaction.

Responsibilities of service quality tracker:

(1) Timely sorting out and improving customer and vehicle maintenance files.

(2) Call back in time: Call back to the customer within 3 working days after the vehicle is delivered for maintenance, confirm the customer's satisfaction with the vehicle maintenance, record and feedback information to the stationmaster in time.

(3) Regular follow-up service: remind customers to maintain their vehicles regularly two weeks in advance and record them, and notify them again when the date approaches.

(4) Provide a list of regular home visits: select a certain percentage of customer lists for home visits.

(5) Summarize the tracking information on time.

(6) Communicate and coordinate the quality tracking results with relevant departments in time to eliminate customer complaints.

(seven) statistics and collation of customer files, scientific management.

Qualifications:

(1) Having a college degree or above.

(2) Have more than two years working experience in automobile maintenance or related fields, and have strong communication skills.

Strong management experience, organization and coordination ability and command ability.

Job description and job responsibilities of quality information feedback personnel

Quality information feedback member job description:

Quality information feedback is the direct person in charge of the after-sales service center to collect, sort out and report all quality problems.

Responsibilities of quality information feedback staff:

(1) To be responsible for the collection and summary of quality information of the service center.

(2) Assist and cooperate with the technical manager and SAIC in timely feedback, communication and implementation of product quality information.

Qualifications:

(1) Having a college degree or above.

(2) Having at least three years' experience in automobile repair or related work.

(3) Familiar with computer operation.

As we all know, 4s stores in Loudi have mushroomed, and people's consumption concepts are becoming more and more rational and mature, and their requirements are getting higher and higher. Half a year has passed in an instant. In the past six months, we have seen the cruelty of the market economy. As Loudi Yusen Automobile Sales Co., Ltd., we are also experiencing the severe test of the market, but my Buick after-sales department withstood the pressure and completed all the tasks in the first half of the year with the joint efforts of the company leaders and all the cadres and employees.

The following is my analysis report on the performance of our department in the first half of 20xx:

First, the status quo of Buick after-sales operation

The year-end task of Buick after-sales in 20xx is xx million. By the end of June 20xx, our actual output value was RMB xx, accounting for xx% of the annual plan, which was basically consistent with the forecast at the beginning of the year.

Among them, the total number of units entering the factory is xx, and the total working time of the workshop is xx (machine maintenance: xx, sheet metal: xx, paint: xx). Our spare parts sales amount is xx yuan, including material cost (excluding tax) xx yuan and material gross profit xx yuan, which accounts for xx% of the annual spare parts task.

Second, property maintenance costs.

In order to strictly control the cost, our Buick after-sales department has formulated a set of complete property equipment maintenance system, regularly inspecting all property equipment, finding problems and solving them in time to avoid the problems from small to large, resulting in greater losses. Therefore, in the first half of the year, the maintenance cost of our Buick after-sales property equipment was only xx yuan, which was a result of Qi Xin's concerted efforts to make the property maintenance cost not exceed the standard and save money.

Third, the status of human resources

At present, many companies have problems such as high personnel mobility and human resource allocation. After the Buick is sold, all the employees are xx, including xx managers and xx employees (in addition to managers, xx receptionists, xx mechanics, X body panel painters, X warehouse keepers and cleaners), and the above personnel do not include interns. After the sale of Buick, I also faced the problem of insufficient personnel in key positions. Therefore, in the second half of the year, we will continue to strengthen the training and leadership of employees in all aspects, and cultivate and explore new talents from within the enterprise to better serve the company.

Problems in the first half of the year and the work plan for the second half of the year:

1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

Secondly, in the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Buick's after-sales service. The receptionist's every move represents the image of Buick's after-sales department, so we will establish a good image for Buick's after-sales department and even the enterprise, which will be recognized by customers, so that our enterprise can continue to grow and develop.

Thirdly, in terms of marketing strategy, Buick's after-sales department has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain loss when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".

Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.

In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a Buick after-sales, you should save on hospitality and daily necessities.

Six, strengthen 5S management, adhere to the regular maintenance of mechanical equipment, timely find damaged or abnormal equipment and repair, so as to improve the overall operation efficiency of the workshop and reduce costs.

In the face of Shanghai GM's unannounced visit to our company, we should strive to build a United, harmonious and cohesive team. When something happens, everyone must think in one place and work hard in another. We will work together to find ways and take measures to solve problems and tide over difficulties.

Finally, please rest assured that Buick's after-sales department will ensure the work tasks throughout the year and strive to overfulfil the work tasks assigned by the company in 20xx.

Work plan of customer service department of 4s shop 3 I. Overall after-sales target.

"Optimize management and develop steadily."

Our achievements in 20xx are obvious to all. Although xx's authorization policy is very cold, our after-sales performance still maintains a strong momentum. I believe that service is how to solve customers' problems in the most appropriate way, thus rewarding activities. "If you want to do a good job, you must sharpen your tools first." In order to better face the customer's problems, we are required to proceed from reality and put forward solutions to the problems, and finally serve the company's management and business objectives.

It is suggested that the work in the new year can start from the following aspects:

(1) Improve after-sales team building. With a solid team, we can better face all kinds of problems that customers need to deal with, clarify the responsibilities of various departments, eliminate the vague concept of management responsibilities, clearly divide the responsibilities of various departments and positions, and serve the whole.

(2) Strengthen the daily management of after-sales service process. Service process is an important content of after-sales service, which is related to our business level, customer satisfaction and the external professionalism of 4S stores. Generally speaking, we should strictly implement the process, regard following the process as a behavior habit, set high standards, change the after-sales service mode with behavior, and strive to change the new look. For workshop maintenance, in addition to technology, we should also pay attention to the communication with the front desk personnel, especially pay attention to the communication of the main problems in the three stages before maintenance, during maintenance and after maintenance, so as to make the problems concrete and clarify the faults.

(three) to strengthen the training of business personnel, improve the technical level. The front desk should continue to strengthen the training of car lifting process, and at the same time strengthen the skills of car lifting, especially the solution and analysis of difficult problems. In order to serve the front desk, we can send people from parts or workshops to exchange information or give knowledge lectures for the front desk staff from time to time. In view of common problems, on the one hand, it can train employees' business ability, thus promoting internal cooperation and communication and making our internal communication smoother. For workshop technicians, through training and daily collective study, it is related to the overall external technical image of our 4S shop, to the continuous improvement and renewal of automobile technology, and to the spirit of keeping pace with the times without going against the current.

(four) focus on the supervision and management of workshop details. A good team can't do without effective supervision and management, especially to supervise the work links of the front desk and the maintenance workshop, ensure and realize the "6s" work requirements of the service station, and pay attention to the possible situations in the coordination work, such as picking maintenance orders, poor cleaning of the car wash, and uncooperative staff. , hell to pay, dare to reward and punish, maintain service order and management norms. Pay attention to the principles of fairness, justice and openness in team building, adhere to the maximization of team interests, maximize the protection of individual interests, implement the system of combining assessment with encouragement, strive to create a strong working atmosphere, and enhance the cohesiveness and overall combat effectiveness of the department.

(five) to promote cooperation with other departments of the group or company. With a more open mind and profit as the purpose, we will serve the overall situation, strive for cooperation among group companies, especially in customer claims and spare parts, share resources with other brother companies, and promote healthy competition. In addition, strengthen foreign exchanges, expand the promotion of insurance performance, open up markets, and rationally use wastes to serve the overall combat effectiveness of the company.

2. The development goal of after-sales operation.

1. Staffing.

2. Output value plan

(1) business indicators.

1. Achieve a total after-sales turnover of 6 million. Among them, insurance claims are not less than 2.2 million, and workshop maintenance and claims are not less than 3.8 million.

2. Achieve at least 93% CSI of customer satisfaction throughout the year.

3. The number of substrate customers is 1500.

4. Pick up and drop off 20 cars every day and 650 cars every month. Average bicycle output value for maintenance is 800 yuan/set, and average bicycle output value for insurance is 1.800 yuan/set.

5. The repair rate of vehicles is less than 2%.

6 to carry out the car popularization lecture hall not less than four times.

7. The warranty claim pass rate is not less than 95%.

8. Not less than two lectures on professional and technical issues.

9. The annual purchase volume of pure parts is not less than 800,000, and the basic inventory meets the standard requirements. Accessories marketing index reached xx million.

10. The sales of high-quality goods reached more than 300,000, and the inventory of basic high-quality goods and accessories reached more than 6,543.8+10,000.

(2) Management indicators.

1) is mainly to strengthen the training of various departments. In addition to the training work carried out by various departments, basic internal training work can be provided across departments, which is conducive to communication and cooperation between departments. For example, parts or workshops can communicate with the front desk staff about common technical problems in parts or automobile maintenance, or various problems arising in the work, among which the front desk car pickup staff will receive no less than 4 business skills trainings. Professional and technical basic knowledge training is not less than 2 times, workshop maintenance technical training is not less than 6 times throughout the year, and discussion, study and summary activities for difficult technical problems are not less than 3 times.

2) Carry out at least three internal activities of the department to enhance the vitality of the department and enhance the collective cohesion through collective activities.

3) Put forward internal incentive measures to improve performance, customer satisfaction and employee care.

Work plan of customer service department of 4s shop 4 With the comprehensive popularization of the network, it is an inevitable trend for our company to establish an e-commerce department, so the company also plans to complete the establishment of an e-commerce department in the middle of this year.

I. Reasons for the establishment of the Ministry of Commerce

1, the cost of e-commerce is low, which saves a lot of intermediate links in sales;

2. E-commerce is directly oriented to consumers, and information feedback is timely;

3. Extensive contact groups and developed networks make the company's products reach consumers all over the country;

4. Enhance the company's popularity and increase the exposure of the company's products;

5. Wide distribution channels and easy promotion; (Shuxin tea industry is more than 6 million, Zhuyeqing has not been promoted for more than 2 million, and Sipu tea100000) JD.COM

6. Taobao Tmall, JD.COM Mall, Paipai.com, Dangdang.com and other online shopping platforms have been deeply rooted in people's hearts.

7. The company website and Weibo need special personnel to manage and maintain, and the major portals also need professionals to promote them.

Second, the responsibilities of the Ministry of Commerce.

1. Optimize the company's network image, manage and maintain the company's website, update it in time, and provide technical support.

2. Build, operate and manage third-party distribution platforms such as JD.COM Mall, Taobao and Tmall.

3. Expand the online distribution platform and complete the construction of online sales channels.

4. Manage and maintain the Weibo of each enterprise, increase the popularity of Weibo, and update it every day. Send soft articles and company news in major forums and portals to expand the exposure of enterprises.

5. Cooperate with the Marketing Department to complete product design and modification of advertising pictures.

Third, the department construction: omitted

IV. Section IV Work Plan

July

1. Recruiters should put the three positions of art designer, copywriter and customer service in place as soon as possible, and conduct systematic job training for new employees;

2, recommended production, to choose the existing products on the shelf;

3. The text editing of the product should be rearranged and written, and the product beautification after shooting should be completed as soon as possible;

4. Formulate the working system of the Ministry of Commerce, and the job responsibilities and processes of each post should be compiled in a notebook; Implementation details, such as the number of posts published by Weibo every day and the number of posts published by major forums, should be implemented as tasks;

5. Daily updating and maintenance of the website;

August

1. The e-commerce department is basically established, and the work system and the responsibility process of each post are revised according to the situation;

2. Taobao shops are on the right track, appropriately promoted in the station to increase sales;

3. Brand-new Taobao C store, with new store and product descriptions, to prepare for opening Tmall in the future;

4. Modify the website locally, redesign the message board, and increase the interaction between the company and consumers; It is planned to build a new enterprise mall website and implant it into the company's pipe network;

5. Weibo and the forum regularly publish soft articles to optimize website SEO.

September

1, promote it on major websites, celebrate the Chinese New Year, and do special activities for explosions to open up the market and increase popularity; get ready

2. In view of the arrival of the Spring Festival sales season, vigorously promote it in Baidu, Google, Taobao, JD.COM, Weibo, BBS and other major portals, detonate the market, and improve the visibility of shops and products;

3. The artist produces a large number of promotional pictures, the promotional design of special products, the production and promotion of copywriting, and the writing of special product descriptions;

4, such as; It is expected that the sales volume will increase, and Taobao Tmall will settle in, so it is necessary to increase customer service personnel and report to the General Department for personnel recruitment.

Five, need the support of the company

1, personnel recruitment, art design and copywriting are the core personnel of the e-commerce department, so it should be implemented as soon as possible;

2. The training of new employees needs the comprehensive department to sort out the training materials; Quality must be guaranteed;

3. In order not to conflict with traditional channels, it is necessary to design a series of online shopping products separately, which are specially sold online, hoping to get the support of the marketing department;

4. The owner does not need to recruit for the time being, but needs warehouse support;

5. The office space needs to be re-planned and a separate department needs to be set up. Customer service staff need a separate room in the company dormitory, equipped with computer and network;

6. The promotion of Taobao and JD.COM, and the promotion of major portals all need financial support;

7. Every month, the department should apply to the company for the ultra-low-priced explosive products of 1-2, with the purpose of increasing sales, enhancing popularity and detonating the market. I hope the company can support it;

As we all know, at present, the 4s stores in xx have mushroomed, and people's consumption concept is becoming more and more rational and mature, and the requirements are getting higher and higher. Half a year has passed in a blink of an eye. Over the past six months, we have seen the cruelty of market economy, as xx Yusen Automobile.

Sales Co., Ltd. is also experiencing the severe test of the market, but the after-sales department of xx where I work has withstood the pressure and completed all the tasks in the first half of the year with the joint efforts of company leaders and all cadres and employees.

The following is my analysis report on the performance of our department in the first half of 20xx:

I. After-sales service of xx

The year-end task of xx after-sales in 20xx is xx million. By the end of June 20xx, our actual output value was RMB xx, accounting for xx% of the annual plan, which was basically consistent with the forecast at the beginning of the year.

Among them, the total number of units entering the factory is xx, and the total working time of the workshop is xx (machine maintenance: xx, sheet metal: xx, paint: xx). Our spare parts sales amounted to RMB xx, of which the material cost (excluding tax) was RMB xx, and the gross profit of materials was RMB xx, accounting for xx% of the annual spare parts task.

Second, property maintenance costs.

In order to strictly control the cost, our xx after-sales department has formulated a set of complete property equipment maintenance system, regularly inspect all property equipment, find problems and solve them in time to avoid the problems from small to large, resulting in greater losses. Therefore, in the first half of the year, the maintenance cost of our xx after-sales property equipment was only xx yuan, which was a joint effort of all of us, Qi Xin, to make the property maintenance cost not exceed the standard, and it was also economical.

Third, the status of human resources

At present, many companies have problems such as high personnel mobility and human resource allocation. After I sold out of xx, all the staff were xx, including xx managers and xx employees (except the manager, xx receptionists, xx mechanics, X painters, X storekeepers and cleaners). The above personnel do not include interns. After my xx is sold, I also face the problem of shortage of personnel in key positions. Therefore, in the second half of the year, we will continue to strengthen the training and leadership of employees in all aspects, and cultivate and explore new talents from within the enterprise to better serve the company.

Problems existing in the first half of 20xx and work plan for the second half;

1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

Secondly, in the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of xx after-sales. The receptionist's every move represents the image of the after-sales department of xx, so we will establish a good image for the after-sales department of xx and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise can continue to grow and develop.

Thirdly, from the point of marketing strategy, the after-sales department of xx has some shortcomings in maintaining loyal customers in the first half of the year, and there are also some losses while increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".

Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.

Five, in the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a xx after-sales, we should save on hospitality and daily necessities.

Six, strengthen 5S management, adhere to the regular maintenance of mechanical equipment, timely find damaged or abnormal equipment and repair, so as to improve the overall operation efficiency of the workshop and reduce costs.

In the face of Shanghai GM's unannounced visit to our company, we should strive to build a United, harmonious and cohesive team. When something happens, everyone must think in one place and work hard in another. We will work together to find ways and take measures to solve problems and tide over difficulties.

Finally, please rest assured that the after-sales department of xx will ensure the annual work tasks and strive to overfulfil the work tasks assigned by the company in 20xx.