5 Work plan of the person in charge of the telephone customer service team

Telephone Customer Service Team Leader 1 Work Plan

1. Archive and manage the owner's files as required, and track

5 Work plan of the person in charge of the telephone customer service team

Telephone Customer Service Team Leader 1 Work Plan

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form;

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements; 7, the replacement of old and new forms and put into use; 8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In Ruihe Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas New Year's Day, which I just finished two days ago, was the first one I made myself. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and the xx of work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the excellent team of Ruihe Property. Ruihe's cultural concept and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

Telephone Customer Service Team Leader 2 Work Plan

Years of working experience as a customer service supervisor has played a very good role in my career, so I am very grateful to the property leaders for their recognition and training of my work. In the first half of the past, I worked hard to complete the management of the customer service department, and achieved corresponding results. However, I also want to look at my own shortcomings and strive to do better in the customer service work in the second half of the year, so I made a work plan for the customer service supervisor in the second half of the year, hoping to improve my ability.

In terms of business promotion, we need to continue to maintain the advantages of customer service department. In the previous customer service work, I brought good performance to the property management company through business promotion, so I should maintain and continue to strengthen this advantage in the customer service work in the second half of the year. To this end, I will arrange customer service staff to strengthen the study of business information in order to better serve customers. If you want to turn customers into owners of property management companies, it is a long way to go. Therefore, it is necessary to improve the existing service level and get the recognition of customers in the work. On the one hand, we should strengthen the professionalism of business information and let customers trust themselves. On the other hand, it is necessary to strengthen the management of customer service personnel and effectively improve the service level.

In customer development and information feedback, it is necessary to strengthen the efficiency of customer service department. Although it can handle the maintenance of car owners well, it lacks achievements in development. The emergence of such problems is not unrelated to the satisfaction of the current situation of customer service in the past. Therefore, I want to cultivate the department staff's sense of identity with the property company, and also intensify the training of new customer service and re-compile the existing customer service skills. We should not only consider the possible problems in customer service, but also make improvements according to the development of the times. In addition, we should adhere to the regular meeting of the department and find out the problems of customer service personnel through weekly discussion. At least this can effectively improve the working methods of customer service staff in the second half of the year.

Pay attention to the feedback from the owner and do a good job of continuous follow-up. In order to do a good job in customer service, it is natural to maintain a high degree of concentration when dealing with complaints from owners. Therefore, in the second half of the year, we should pay attention to the record of the owner's opinions and feedback information in time, so as to contact relevant departments to solve problems in a short time, especially the work of facility maintenance and technical improvement. Therefore, I will collect the owners' suggestions to the property management company on time and give these information to the property management. At the same time, I will strengthen communication with other departments and cooperate on issues involving the interests of the property management company.

The formulation of the plan also means that I have a better understanding of the job functions of the customer service supervisor, but I also know that I still have a lot of work to do in the post of customer service supervisor, so I will learn from the past and devote myself to continuously improving my comprehensive quality in the customer service work in the second half of the year.

Telephone Customer Service Team Leader 3 Work Plan

I. Guiding ideology

1. As the main channel of follow-up communication with customers, customer service department plays an important role. Including customer data collection, service product monitoring, customer relationship maintenance, etc. are all the work of customer service. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.

2. Around the company's production and sales target of 654.38+0.5 million vehicles in 20xx, we need good service support to build a young, knowledgeable and professional team full of hardships and vitality, and we need an effective management system and assessment system to manage this team. It is necessary to give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, feed back external quality information in time and put forward more reasonable suggestions to shape a good one.

Second, the overall work ideas of the department

According to the requirements of work objectives and the principles of standardization, quantification and assessment:

1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.

2. Shorten the service process, avoid multi-head service, and realize one-stop service of "one incoming call, one stop service to the end".

3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.

4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.

5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.

6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.

7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.

Three. job objective

1. During the warranty period, the return visit rate of customers is 100%.

2. The service satisfaction rate is over 98%.

3. The accuracy rate of parts shipment is over 98%.

Fourth, personnel requirements

1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.

2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.

Verb (abbreviation of verb) customer information management

1. Customer data management: Customer data requires that the complete data of each customer be registered in detail by region, and daily maintenance work should be done, and good communication should be maintained with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.

2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.

3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.

4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.

Sixth, strengthen customer training and monitoring.

1. The itinerant service personnel will evaluate the after-sales ability of the newly developed dealers or dealers with low maintenance skills in the responsible area, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.

2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.

3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.

Seven. Complaint management

Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.

Eight, customer service personnel training

With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:

1, increase the frequency of training work, and divide it into regular and irregular training assessment;

2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.

Nine, team building

Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.

X. perfection of weakness

1, daily weekly, information * * *

Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.

2. All departments cooperate in various ways to reduce customer complaints.

When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.

Telephone Customer Service Team Leader 4 Work Plan

In a blink of an eye, July is coming, and the work in the second half of the year should also be done well. As a property customer service supervisor, the work in the first half of the year was also smooth, and if I want to continue to do a good job in property customer service in the second half of the year, I also want to do a good job in property customer service planning.

To do a good job in daily customer service, there are many and complicated problems in the property. Some regulations were made before to do better, but some new problems have emerged, and some problems encountered in daily life should be dealt with in time. If we can't find a solution, we should discuss it together As a supervisor, although I have some experience, I know that I have been away from the front line for some time. I have not been exposed to some new problems, but the ultimate goal is to serve the owners, do a good job and solve problems. These are also things that should be strictly grasped in daily life. Know how our customer service is doing, randomly check the service records, know how the service is, and help the customer service solve any problems. To do management work, we must also go deep into the front line. We must not forget the mentality of serving the owners and the skills of working. These are also things that we need to know and do at any time, not customer service. We don't just manage ourselves.

At the same time, the work of a department needs to be done better and everyone needs to work together. If one person doesn't do well enough, it will actually drag down the whole department. Therefore, in the second half of the year, we should strengthen the study and training, not only to sum up, reflect and do case training according to one of your jobs, but also to teach them some new knowledge and learn more, no matter in terms of service. Or management. In the previous review, some work of self-management is still not enough, so it should be included in the study plan for the second half of the year and further improved. At the same time, I also know that many colleagues are inexperienced, and it is necessary to talk to them about their own experiences. The new colleagues are also brought to arrange for the old employees to come over and integrate into our team more quickly, so as to do a good job.

In fact, in the first half of the year, some things have not been fully accumulated. We should continue to do a good job, actively cooperate with colleagues in other departments and provide good services. At the same time, there will be some unexpected situations or unpredictable problems in actual work. We should also deal with it well and serve the owners better. As a supervisor, I will set an example and lead everyone to do a good job in customer service in the second half of the year.

Telephone Customer Service Team Leader 5 Work Plan

20xx is almost over. Under the leadership of General Manager Qiu and General Manager Liu, Hongri Company has made new breakthroughs. When I first joined the company, I didn't even repair the engineering fence until the first phase of the project was delivered today. It can be said that the company has undergone a qualitative change. In the past year, with the support and cooperation of company leaders and colleagues in various departments, I learned a lot, and my ability and knowledge have been greatly improved. I like it here very much. I will summarize my work in the past year as follows:

Personal work this year

In April, xx, with the support and promotion of the company leaders, I took the post of customer service supervisor because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. I am very grateful to General Manager Liu for his strong support and affirmation of my work, and let me enter the working state as soon as possible.

20xx3-April mainly focuses on the replacement of the first-phase customer contract before filing and the explanation and confirmation of the customer after the first-phase apartment change.

20xx5-6-7 June-July is mainly responsible for the determination of store regional prices and the development of store sales.

20xx8-September, the main work focus is the replacement of the second phase contract and the sales of affiliated shops.

20xx 10 did some preparatory work before handing over the house and found out the internal works of the house.

20xx11-65438+February is mainly the first-phase customer delivery.

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

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

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

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