Annual work plan for customer service

5 Annual Work Schedule for Customer Service

Time flies, and our customer service work will also usher in new progress. Let's learn to write plans together. The following is the annual work plan of customer service that I have carefully arranged for you, hoping to help you.

Selected articles of customer service annual work schedule 1 Responsible for the whole process of project design and production, as well as the coordination and communication among various departments. The breakdown of responsibilities is as follows:

1, project filing:

1), review the project handover form submitted by the salesman, and understand the customer contact information, production requirements, transportation and installation requirements, contract amount, payment method, etc. , and the establishment of engineering files.

2) The project file shall include the basic information of the customer, the basic information and production requirements of the project, the contract amount and payment method, the actual payment (used to evaluate the customer's credit), the tracking of each stage of the project production progress, the addition and modification of the customer during the project production process, the complaint and handling, and the after-sales maintenance history. To provide a basis for establishing customer database and customer classification.

3) Project documents are updated and improved at any time during daily process tracking.

2. Project follow-up:

1), follow up the production process after the project handover sheet is issued.

2) Communicate and coordinate all matters that need to be confirmed by customers in the production process, make an appointment with customers, receive customers' visits, and record and sort out customers' opinions.

3) Assist all departments to communicate with customers, feed back customers' opinions to all departments in time, and follow up and put them in place.

4) Report the project progress to the salesman regularly, and notify the salesman in advance of the customer's visit, so that the salesman can consolidate the customer relationship. Contact the salesman in time for matters that need to be communicated with customers, and follow up and put them in place.

5) After receiving the delivery notice, contact the customer for delivery and installation, issue the after-sales installation form to the production department, follow up the installation acceptance, and the customer signs for the recycling management document.

3, after-sales tracking

1), after the project is installed in place, the installation department will return the after-sales installation list, and the customer service department will pay a return visit to the installation and production within 2-3 days.

2) Answer and handle the after-sales service hotline. All after-sales service requirements and customer complaints (including telephone calls and letters) must be answered within 24 hours and handled in time.

3), after-sales maintenance, maintenance requirements. Analyze the scope and feasibility of maintenance requirements: issue after-sales maintenance orders to relevant departments, which are free of charge, and follow up the implementation; If it does not belong to the scope of free service, first discuss the cost with the customer, and after the customer signs and approves, issue an after-sales maintenance order to the relevant department, issue an invoice for the maintenance cost, and track the maintenance implementation and maintenance payment receipt; Supervise timely and high-quality completion.

4) According to the after-sales maintenance records, summarize the product defects with * * * in time, collect and sort out customers' opinions on product improvement at any time, feed them back to the company, and provide product modification opinions and rationalization suggestions.

4, sample project data file management:

1), according to the project data archiving system, the implementation of project data file management.

2) All original drawings, meeting minutes, handover sheets and acceptance sheets signed by customers shall be filed by the customer service department, and the production department shall keep copies as the production basis.

5, logo template management:

1), create logo template files, number all templates, and take photos for archiving. After the new model is made in the later period, it should be handed over to the customer service department for numbering, photographing and archiving.

2) Prepare a sample borrowing form, and each sample must be signed and handed over for borrowing and returning.

3) Model management must be well documented, and the use and storage of the model should be clear at a glance.

Selected articles of customer service 2-year work schedule: one-dollar start, Vientiane update. The new year is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to our own situation, we make the following work plan:

1, focusing on customers, and vigorously improving service quality.

1. 1 Seek and create opportunities to strengthen communication with customers in various forms, such as home visits, customer satisfaction surveys, letters and documents, and interactions during festivals. Grasp the customer's information in time, grasp the customer's needs, try our best to meet the customer's needs, and provide customers with high value-added services. Improve customer satisfaction.

1.2 Use the helpdesk management software to pay attention to the collection, analysis and comparison of customer information. According to customer feedback information, make timely response.

1.3 take customers as the center and improve business processes and operating procedures.

1.4 Promote and expand, give play to the function of "caring housekeeper group", so that each member can really "stick together" with customers and solve problems for customers in time.

1.5 standardizes, strengthens and refines the courtesy and warm service of customer service staff.

2. Fully cooperate with government agencies and do a good job in public services.

2. 1 Timely publicize, convey and implement relevant laws and regulations of government departments.

2.2 We will, as always, fully cooperate, support and implement the policy instructions of governments at all levels and play our due role.

3. Strictly control outsourcers to ensure good quality.

3. 1 Use the "monthly meeting" system of outsourcers to further strengthen the quality control and management of outsourcers' services. Find the problem and let it be rectified within a time limit. The management of foreign contractors has formed a "strict, detailed and practical" work style.

3.2 For one-time outsourcing service activities such as "external wall cleaning", assign special personnel to follow up, find problems, let them be rectified immediately, and strictly control the quality.

4, smooth communication platform, do a good job of publicity.

4. 1 Give full play to the role of the public notice board as a bridge and window, update and enrich the information on the public notice board in time, and release the relevant management information, service information and external information of the project department to the owner in time.

4.2 fully display and establish a good image of the property department to customers.

4.3 For the problems that the owners are generally concerned about, use the publicity column to release them to the owners in the form of special topics.

4.4 Further smooth and broaden the communication channels with the owners.

5. Strengthen staff training and improve staff quality.

5. 1 Based on the training schedule, focus on training customer service personnel in "service awareness, polite hospitality, case analysis", etc., and comprehensively improve the comprehensive quality of customer service personnel.

5.2 Develop various forms of new courseware and increase the training of new topics and new ideas. Broaden the training form.

5.3 Pay attention to the effect verification and evaluation after training, and finally achieve the purpose of improving service quality.

6. Strengthen internal management and implement quality system requirements.

6. 1 strengthen the inspection of the implementation of the five-routine law, so that every employee can master it skillfully and effectively apply it to work.

6.2 Improve the management methods of electronic files and documents. Clarify the relevant systems and management processes of file management. Binding some emergency plans, schemes, procedures, processes, etc. Into an independent book.

6.3 Strengthen the management of front desk service and employee discipline.

6.4 Effective use of ISO 900 1-a management tools, scientific management, standardization of each service process and service details, recording and retaining effective data, and improving service quality.

6.5 Strengthen the implementation and supervision of various plans and processes.

7. Strive to improve and follow up in time.

7. 1 Continue to do a good job in garbage sorting and strive to become an "excellent demonstration park for garbage sorting in Beijing".

7.2 Take precautions against Hyphantria cunea in advance to prevent Hyphantria cunea from flooding in the park and causing losses to the park and the company.

7.3 Strive to create a "garden-style unit" and do related work well.

7.4 Management emphasizes people-oriented, emotional people, emotional people and emotional parks, and strives to build harmonious parks and emotional parks.

Under the leadership of Perfect Time Project Department, the customer service department will continue to assist the project department to complete the company's indicators, strengthen communication with the owners, improve service quality, and make continuous efforts to carry forward the essence of property management.

Section 3 (1) of the annual work schedule of customer service is responsible for the customer relationship management of the center, analyzing customer information, such as loyal customers, general customers and lost customers, and designing corresponding activities to improve customer retention rate.

(two) responsible for the reservation and tracking of the 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) _ _ Quality Tracker Job Description and Job Responsibilities

_ _ Quality Tracker Job Description:

A return visit after 3 days is an important means to find the shortage of after-sales center. _ _ Quality Tracker is the main person in charge of after-sales return visit tracking and information summary. Work summary model essay completes the tracking task in time, obtains the real feedback information from customers and improves customer satisfaction.

_ _ Quality Tracker's Job Responsibilities:

(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 _ _: Remind the customer to maintain the vehicle regularly two weeks in advance and record it, and notify again when the date is near.

(4) Provide a regular _ _ visit list: select a certain proportion of customer list for _ _ visit.

(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 is the direct person in charge of collecting, sorting out and reporting all quality problems in the after-sales center.

Responsibilities of quality information feedback staff:

(1) is responsible for the collection and summary of _ _ center quality information.

(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.

Selected Annual Work Plan for Customer Service 4 I. Work Objectives

1, the sales target should have good performance, and we must strengthen the study of product knowledge and Taobao customer service. Broaden your horizons, enrich your knowledge, and combine product knowledge with Taobao customer service skills in various forms.

2. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.

3. Be very familiar with our baby, so as to communicate with customers well and answer their questions.

4. Be diligent and careful, and get into the habit of taking notes.

5. Be clear about all aspects of online store operation and management (baby editing, removal, picture beautification, store decoration, logistics, etc.). ).

6, for old customers, and regular customers, always protect contact. When time and conditions permit, festivals can send blessings.

7. While having old customers, we should constantly develop new customers through various channels.

Second, the goal of self

1. Be a person ahead of time, be practical, be responsible for your work and make a little progress every day.

2. Only when you have good communication with colleagues, have a sense of teamwork, communicate more and discuss more, can you continuously increase your business skills.

3, execution, enhance the ability to complete the task with good quality and quantity.

4. Develop a good habit of being diligent in study and good at thinking.

5. self-confidence is also very important. Only by having a healthy, optimistic and positive work attitude can we complete the task better.

Principle of goal adjustment: stick to the general direction and change the small direction appropriately.

Finally, the plan is good, but more importantly, it lies in its concrete practice and results. Any goal that only talks and doesn't do will be empty. However, the reality is unknown and changeable, and the written target plan may encounter problems at any time, which requires a clear head. In fact, there is a mountain peak in everyone's heart, carved with ideals, beliefs, pursuits and ambitions; There is a forest in everyone's heart, bearing the harvest, fragrance, frustration and tempering. If a person wants to succeed, he must show courage, work hard, struggle and struggle. Success, don't believe in tears; Success, not believing in decadence; Success doesn't believe in fantasy. In the future, you have to work hard on your own!

A wise man said, "God has closed all the doors, and he will leave you a window."

We have failed, we have suffered, we have been confused, we have envied ... Most importantly, I have been struggling.

Five selected customer service annual work plans have made work plans for themselves from two aspects: continuous learning, training and reducing complaints. A member starts all over again, and everything is completely new. According to the present situation of customer service department, the annual work plan of customer service department is formulated.

First, keep learning and training. 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. Management is also needed, so new employees have to 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 of the outpatient department of 1 hour, and handle all the work in time.

(3) Develop a training plan and conduct a series of skills training for employees on a regular basis. The time schedule is as follows: May: All the staff in the customer service department will be tested, and all the staff in each department will be required to master and remember the situation of each department in the hospital and the situation of outpatient experts and doctors.

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

June: Strengthen the marketing management of department members and 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. Etiquette training and etiquette test will be given to the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.

Second, under the leadership of the hospital, do a good job assigned by 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 planning department and.

(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 rotation, standing across, squatting and saluting. Please ask the hospital security department for training.

Suggestion:

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

2, can carry out outdoor development training, strengthen the overall quality of employees!