Work plan of property customer service supervisor

Work plan of property customer service supervisor Part I: Last year's work was mainly related to customer service and b2b promotion. As far as the customer service position I am mainly responsible for is concerned, my work has improved this year, but next year's work needs to be further improved and improved. Next year, we plan to start from the following aspects;

First, improve customer conversion rate.

Last year, the total number of customer inquiries was 1459, and the number of single inquiries was 42, with a customer conversion rate of 2.88%. Next year, we will improve the customer conversion rate from two aspects:

1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.

2, do a good job with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.

In order to do a good job in customer service, we need to answer customers' questions comprehensively.

Customers will communicate with 16 people with all kinds of questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.

While doing a good job in customer service, I will also focus on improving my online marketing ability.

First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive customers, the network department can receive customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as photon rejuvenation instrument, Q switch, led photodynamic, co2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.

Second, avoid the obstacles of looking up information.

When receiving the customer's inquiry, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.

This year, I will work with a better attitude and strive to become a professional network personnel.

The second part of the work plan of the property customer service supervisor flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.

As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

Second, based on their own duties, love their jobs and dedication.

1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Thirdly, smile service-one of the basic qualities of customer service.

In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.

Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial views on how to overcome the work:

First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.

Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:

1. Try to understand customers' needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to handle certain relationships, or having rich handling experience, certain personality strength and good first impression can give customers trust.

4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.

5. The appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

Second, handling customer complaints and complaints

1. Create a customer complaint form or complaint registration form.

Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.

3. Follow up the implementation of the processing results until the customer's reply is satisfactory.

Three. Matters needing attention in handling customer complaints and complaints

1. Be patient.

In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a better attitude

Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of enterprises to solve problems. Third, it can prevent the negative pollution of customers from causing greater harm to enterprises in time. Fourth, the loss can be minimized.

Step 4 speak appropriately

Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.

5. A little higher level

After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.

6. There are more ways.

There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.

Fourth, quell customer dissatisfaction.

1. Listen carefully to every word of the customer.

2. Apologize fully and let the customer know that you have understood his question.

3. Collect accident information and find out the most suitable solution.

4. Put forward effective solutions

Ask customers' opinions

6. Tracking service

7. Put yourself in the customer's shoes.

These are just my superficial views as a newcomer. I will try my best to do a better job on 16, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

Work plan of property customer service supervisor Part III: Dedication, love and dedication.

Customer service staff, I "don't make simple things simple". Treat everything at work, encounter complicated trivial matters, and work hard to do it; When colleagues need to take over, they can give up their rest and work plans without complaint, resolutely arrange the company and devote themselves to their work.

Second, study hard and keep pace with the times.

Theory is the forerunner of action. Basic telecom customer service staff, I realize that theoretical study is a task, a responsibility and a realm. Over the past year, I have studied hard, worked hard on theory, strengthened my thinking ability, paid attention to applying theory and combined with practice.

1, focusing on theory. In work, theory is used to solve practice, and the purpose of learning is more important than application. Have the ability of theory, understanding and solving problems, and improve the principle, systematicness, foresight and sex in the work. After coming to the company for three years, I pay attention to transforming theory into a scientific way of thinking, into a grasp of work, into a way of thinking about work, innovating, solving new problems, taking a new road, overcoming old-fashioned thinking, abstaining from "empiricism" and expanding my thinking.

2. Pay attention to overcoming laziness. Study according to system and planning theory. Do not regard theoretical study as a "soft indicator" and an extra burden, and consciously participate in party classes every quarter; That is, according to the study plan, individual self-study, carry forward the "nail" spirit, squeeze the contradiction between study, work and study, not neglect study because of busy work, and not relax study because of heavy tasks.

In the future work, I will carry forward my present work, I will work hard, build a good relationship with customers at work, solve customers' problems with new services, and let me solve customers' problems with new services. Work, do a line, love a line. I love my job very much. I will work hard in the future and do my best for the development of the company!

(a), choose the right person, choose the right agent for good activities.

4. Strengthen the front desk service, overcome rigidity and prevent the loss of customers.

5. Strengthen the development of key assessment areas, effectively develop users and improve equipment utilization.

All employees give full play to the team spirit, take sales as the center, focus on improving sales in all work, start the market in an all-round way and complete the sales task in an all-round way.

(2) Qi Xin makes concerted efforts to provide high-quality and efficient services.

With the continuous development of various businesses in the sales department and the increasingly fierce market competition, the service level has become an important condition for competing for customers. Therefore, in the first half of the year, we always put the improvement of service level in an important position.

Strengthen customer return visit maintenance, pay weekly return visits to key customers, pay 1~3 return visits to five-star customers every month, and keep telephone return visits to other customers every month. Need to visit again, and has successfully completed the return visit materials issued by the city branch. According to the actual situation, we also distributed Yuanxiao and small gifts to users above Samsung during Yuanxiao. Through the return visit, we strengthened the emotional connection with customers, publicized the new Unicom policy in time, understood the new needs of customers, and constantly improved our service. Patiently accept customers' inquiries and complaints in the usual work, and win customers' praise. We have established a new image of China Unicom through continuous service improvement.

Third, do a good job in retaining and maintaining off-grid users.

1. The sales staff at the front desk will detain the users who come to handle the network cancellation business.

2. Make timely telephone return visits to off-grid users, and keep pertinence according to the actual situation.

3. For users who can't stay, after the user approves and issues a certificate, the card number is sold for the second time to reduce the off-line rate;

1, normal user dimension:

1) Call back regularly or visit users by SMS;

2) holiday wishes (SMS);

2. Maintenance of high-end users and key users. High-end users and key users are the focus of maintenance through peacetime accumulation.

1) Call or text once a month (according to user's requirements). Calls should be content-based, implemented and as user-friendly as possible.

2) Phone bill monitoring. Remind users to pay according to their needs.

3) Birthday wishes, holiday wishes (something practical for different users).

4) Tap the consumption potential of high-end users and do a good job in the secondary and multiple development of the stock market.

5) Family service. (Help according to users' needs)

6) Visit at home regularly.

Four. Activities: The company has new activities, especially those that give back to users. Users should be notified by SMS and key users by phone.