Five Cases of Front Desk Customer Service Work Plan

In management science, planning has two meanings. One is planning work, which refers to the analysis of the external environment and internal conditions of the organization, and puts forward the organizational goals and ways to achieve them in a certain period of time in the future. Here are five work plans about customer service at the front desk, which I hope will help you.

Front desk customer service work plan 1

First, fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting with the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

Front desk customer service work plan 2

First of all, finish the work seriously

In this job, I need to make more efforts in it, let myself grow and do more work through unremitting struggle. While finishing my work, of course, I also hope that I can do my job well with my own efforts, which will also give me greater growth opportunities and efforts in this job. In the face of this job, I still need to do a lot of things, so no matter when or what, I need to keep my mind straight and do my job well. Work and life must be separated. At work, we should correct our own thoughts and make personal efforts to promote better development at work. Therefore, we should know ourselves better, know our own problems more clearly, and do more promotion and growth in our work.

Second, improve personal ability.

The most important thing for customer service is to communicate with customers, understand each other's problems in communication, and solve problems for customers step by step in order to do personal work well. Communication is a university question, so there are still many things to pay attention to in my work and I need to make more preparations, so I need to work harder to understand my own problems and really reflect on my future life. Now I carefully analyze myself, and gradually understand that I need to make more efforts in the next stage, and I also need to seriously reflect on myself in the future, and make more efforts and contributions from it.

Third, make up for your own shortcomings.

In the future work, I need to make more efforts in many aspects, so in the future, I need to seriously reflect on myself and really let myself understand my development in this job. In the future life, I will try to change myself and really make more efforts for my life. In the process of hard work, I must constantly reflect on myself and understand my own problems as much as possible, so in my later life, I must understand the direction of my next effort and struggle.

I believe I can make achievements and perform better in my new job, and I will really gain more struggle and efforts in this job. I still have many aspects worth growing up in the future, so I will correct my work thoughts, start from my work, change myself better and try my best to adapt to this job.

Front desk customer service work plan 3

Due to the particularity of our higher education, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive method, change subdivision, adjust vertical control, save resource allocation, simplify service procedures, do a good job in customer service, and promote the head office to improve its performance and become bigger and stronger. The following is the work plan.

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-implementation of information transmission and exchange between properties, between customer service centers and various centers, between customer service centers and relevant departments in schools, as well as other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (short for verb) Budget.

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also costs some money.

Front Desk Customer Service Work Plan 4

Time flies, and 20 years of work will begin in a blink of an eye. Since joining the project, with the guidance of the project leader and the support of various departments, the expected work objectives and work plans at the beginning of the year have been basically completed. Over the past year, the customer service department has strengthened the internal management of the department, improved the level of property services, improved communication with the owners, and properly handled disputes and compensation incidents related to the owners. The work of the department has been significantly improved, the enthusiasm of employees has been greatly improved, and the satisfaction rate of owners has been significantly improved. The work this year is as follows.

First, the good performance of this department this year.

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.

Since joining the project customer service department, I found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency, procrastination and so on. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Take various forms and measures to consolidate and improve the level of property fees.

This year, the accumulated property fee is 65,438+0,000,000 yuan, and the collection rate is 7% higher than last year (the collection rate of property fee was 60% last year), and the overall fee level has been consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and low enthusiasm of car owners. Therefore, Lu Yu and door-to-door charging methods have been added to ensure that all customer service personnel charge at home every Saturday and Sunday. We strengthened communication with the owner, discussed the timing of charging, and ensured the efficiency of charging. Second, the service-oriented charging measures promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been an arduous task for the customer service department. Employees' enthusiasm for charging has always been low, and overtime fees will be added.

(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.

The customer service department is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that customer service personnel can maintain a good service image, strengthen language, etiquette, communication and problem-solving skills training of customer service personnel, and improve customer service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.

(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.

At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.

(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.

The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are put forward as follows.

(1) The staff's professional level and service quality are low.

Through the work and practice of the department for half a year, the customer service level is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.

(B) The performance growth level of property fees is not high.

Judging from the current charging level, there is still a certain gap compared with the average level of 75% in this city. The main problems are improper ways and means of urging fees, low enthusiasm of employees, failure to solve the problems left over from previous and daily services in time, and low overall service level of the project, among which the enthusiasm of employees and ways and means of urging fees are the main factors.

(3) The department management system and process are not perfect.

In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the system of staff management, service standard and operation flow is not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.

Three. Key points of 20 10 work plan

From 20 to 2009, the key work of our department is to further improve the level of property fees, which will increase by 4-7 percentage points on the basis of 2009; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 2008, our work is full of hardships and setbacks, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to work together in Qixin to achieve departmental goals and contribute to the company's development.

Front desk customer service work plan 5

In a blink of an eye, the new year has arrived. The new year is a year full of challenges and pressures, and it is also a very important year for me. Here, I made a work plan for this year. Next, please look at the latest model work plan of the customer service front desk below ~

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, and other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (abbreviation for verb) budget

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the principle of economy, 500 yuan ∕' s annual official budget is 6000.00 yuan.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the bidding for property services in Shuang Fu Park can be successful, the customer service center can adopt the model of "Longhu Community".

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