Example of customer service supervisor's work plan

Example of customer service supervisor's work plan

1, reception

Sincerely face every customer who comes to consult, and let custome

Example of customer service supervisor's work plan

Example of customer service supervisor's work plan

1, reception

Sincerely face every customer who comes to consult, and let customers feel your sincerity with a cordial and friendly attitude and smiling facial expression. Answer customers' questions quickly and accurately, and try not to keep customers waiting for too long. Don't jump to conclusions about questions you don't understand. Ask for internal confirmation before answering customers! Don't exaggerate the letters such as product functions, so as not to make customers feel a gap after receiving the goods.

2. Payment notice

Suggestion A: Write an information notice: "Dear, we have placed an order, and the system will hold the order for you for 3 days. It is recommended that you pay the next payment at your convenience. If you have any questions, please feel free to contact our online customer service. " B telephone notification: polite language must be in place to avoid being misled into harassing calls. Know the reason for not paying before you know the payment. You can promote your own brand appropriately, on the one hand, consolidate the payment, on the other hand, deepen your impression of the brand. For example, "it's rare to visit our home, thank you for your support." The price we are buying now is our trial/special price, but our quality is also guaranteed ... "

Step 3 Return visit/leave a message

After the transaction is successful, I suggest Wangwang write some targeted messages. For example, this time we cleared the warehouse: "Dear, in our store clearance activities, except for the special price, all other goods are 100 minus 20%. Welcome to buy! " If there is really no movement, take other measures: such as calling back old customers! After-sales problems are suggested to be known by telephone. Also, I will give some warm tips for every special clearance item sold. "Let me make it clear to you first, we have all these special clearance items, and we will try our best to exchange them for you, but it is not suitable for return." Try to reduce some after-sales work.

4. Register your friend's information

In order to complete the order faster and provide more intimate service, I will register the customer's information: height, weight and purchase information in my friend's notes or background orders. "I added my dear friend as a friend, and my dear height/weight and wearing information are registered. Remember to contact Xiaoqing for the next consultation, and I will provide services for my dear friends very intimately. In addition, I can know which brand customers usually wear and analyze the consumption grade for recommendation!

5. Keep a daily diary.

A. In case of temporary shortage, customers who need to be notified when new models are put on the shelves should establish a document registration: ID, model number to be notified, code number and other related information, and call customers to buy as soon as they arrive. The new model can be written in concise language, and customers can be notified to buy it in a unified way.

B. There are orders that need to be tracked at ordinary times, such as unknown logistics information, or they are out of stock, but they cannot be contacted.

6, check

Every day, I plan to refresh it the day after tomorrow to understand the sales situation. And check which ones need to be forwarded to other couriers, and contact customers or leave messages for customers.

7. Learn from peers

Example of customer service supervisor's work plan

First, standardize behavior and enhance image.

1. An employee of the management office is applying for a position.

2. According to the reception requirements of the customer service center, show courtesy, smile and take the initiative to greet the owners and visitors.

3. Analyze the requirements put forward by the owners and visitors in order to provide better service.

4. Timely and effectively handle and pay a return visit to the owner's repair service and complaints, and make records carefully.

Second, standardize services.

1. Write all the work logs carefully, and make clear the documents and records.

2. Establish a maintenance checklist, and record the shift work of various forms.

3. The customer service team holds a weekly meeting every Monday morning to summarize, comment and summarize the tasks completed in the previous stage on the basis of the employee's report, and at the same time arrange new tasks, publicize the provisions of the regular meeting of the center, put forward clear requirements, and report to the supervisor and ask for instructions in time.

4. Establish and improve the file management system, classify and archive all kinds of documents collected, and have a retrieval catalogue. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, the housing management is thorough and meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, strictly follow the house decoration regulations, urge the householder to decorate according to the regulations, implement ab card management for decoration application and decoration personnel, and put an end to violations.

2. The decoration owners in the residential area have leakage of houses, and the management office has taken several ways to help residents solve the problem. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the responsibility system for the area, set the work content by personnel and posts, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, publicity and cultural work

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management. Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents. Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, so I was well received by the residents, helping the owners to contact domestic services such as hourly workers, household appliances, unlocking and other paid services. Provide an entertainment environment for owners to play the piano and sing songs, and close the relationship with residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "Spring Festival Song and Dance Evening".

Nine, the main experience and harvest

After working for two months, I have completed some work and achieved certain results. To sum up, I have the following experiences and gains.

(1) Only by putting yourself in a correct position and trying to get familiar with the basic business can we adapt to the new job as soon as possible;

(2) Only by actively integrating into the collective and handling the relations in all aspects can we maintain a good working condition in the new environment;

(3) Only by adhering to the principle of implementing the system and careful management can we perform the duties of the regional manager;

Article 3 Example of Customer Service Supervisor's Work Plan

Starting from unity, Vientiane will be renewed. A new phase of work is about to begin. According to the present situation of customer service department, make the work plan of customer service department.

First, keep learning.

Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.

(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.

(2) The department heads strengthen the supervision and management of the players, and inspect the personnel on duty in various subjects irregularly every day, implement and criticize them. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.

(3) Develop a training plan and conduct a series of skills training for employees on a regular basis. Time deployment

1. All customer service staff will be tested, and employees of all departments will be required to master and remember the situation of all departments in the hospital and the situation of outpatient experts and doctors.

2. Strengthen the service concept of the staff of the customer service center, learn to "serve with heart, care with love" to achieve wonderful service, and raise our service to a new level! Learn "communication skills with customers" to strengthen the communication ability between employees and patients.

3. Strengthen the marketing management for the members of the department team, and strive to give a lecture on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.

4. The players will be trained and tested in etiquette. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.

Second, under the leadership of the hospital, we should conscientiously do the work assigned by our superiors to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.

(1) Do a good job of paying a return visit to customers, understand their needs, constantly improve our work, and do every detail to meet and satisfy their needs and growth. Please strengthen the communication between the planning department and the consultation center.

(2) Do a good job of coordination between outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.

(3) Do a good job of communication between inpatient department and patients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive for better hospital service!

(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps, such as standing at attention, being at ease, stopping, standing across, squatting and saluting. Please ask the hospital security department for training.

Third, improve quality.

1. The hospital conducts 5s management training for all staff.

2. Carry out outdoor development training to strengthen the comprehensive quality of employees!

The first half of 20xx is coming to an end, and we will greet the second half with confidence. The new stage of work means new opportunities and challenges. Today's flowers are better than in the past, and it is expected that tomorrow's flowers will be redder. Our department firmly believes that under the wise decision-making and operation of hospital leaders, the hospital's tomorrow will be better.