Personal work plan of customer service supervisor

Time flies, the blink of an eye passes, and a new job is unlocked. At this moment, we need to start making a work plan. So how to make a high-quality work plan? The following is my personal work plan for the customer service supervisor. Welcome to share.

Personal work plan of customer service supervisor 1 First of all, standardize internal management and improve employees' sense of responsibility and work efficiency.

The internal management of the department is relatively weak, mainly manifested in employees' weak sense of responsibility, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, the department responsibility system has been further improved, and the responsibilities and working standards of department employees have been clarified; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires 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) 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 service center, 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 strengthening staff service management, so that customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality of customer service personnel. The department has set up a thoughtful, patient, enthusiastic and meticulous service idea, and runs through the service to the owners, taking the owners' affairs as their own business in the service.

(3) Successfully completed the activation of customer account opening, which laid a solid foundation for the overall work of customer service department.

Up to 20xx65438+1October 65438+March, a total of 25 simulated operation accounts were opened, 22 account opening agreements were signed, and 55 accounts were activated.

(four) close cooperation with various departments, do a good job of internal and external contact and coordination.

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 summarized as follows.

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

Through the work practice of the department for nearly one year, the service level of customer service staff is low. Mainly manifested in the skills and methods of dealing with problems are not mature enough, and the experience of dealing with emergencies is insufficient.

(B) Department management system, process is not perfect enough

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.

(3) The coordination and handling of problems is not timely and proper.

The feedback on complaint handling, customer opinions, suggestions, customer help and other information is not timely and comprehensive. After receiving the problem, it is not followed up and reported in time, and the ways and means to deal with the problem are inappropriate.

Three. Key points of 20xx work plan

(a) Continue to enhance the level and quality of customer service;

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

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

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

(five) to strengthen the relevant management work, so that there is inspection and assessment, and constantly improve the quality of service.

The personal work plan of the customer service supervisor is 20xx years. With the strong support of the company leaders and the solidarity and cooperation of all departments, and with the hard work of the employees of all departments, the customer service department has earnestly studied the basic knowledge and job responsibilities of property management, warmly received the owners, actively completed all tasks assigned by the leaders, handled the formalities in time, provided thoughtful services, fully provided business services such as maintenance, and paid a return visit to complaints, which improved the collection rate of property fees and successfully completed all the goals and plans formulated at the beginning of the year.

As of 20xx165438+1October 28th, * * 3 12 households have gone through the handover procedures, 17 1 households have gone through the secondary renovation procedures, and 126 households have accepted the secondary renovation./ 2 18 registered parking spaces.

The following is the completion and analysis of important tasks in 20xx:

First, daily reception work.

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, information dissemination.

This year, the customer service department sent various written notices to customers about 20 times. A total of 968 notifications were sent by WeChat and SMS, so that the notifications were timely, detailed, clear and accurate. At the same time, actively cooperate with the contents of the notice and make relevant explanations.

Third, the owner missed the handling of engineering complaints.

/kloc-before August 0/8, 20xx * * issued 86 contact sheets for maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. The customer service department paid 78 return visits, with the return visit rate of 89% and the satisfaction rate of engineering maintenance of 70%.

Four, the basement flooding accident treatment work.

On August 4th, 20xx, the basement was flooded, resulting in property losses of 43 owners. Under the leadership of the company, the customer service department immediately contacted the owner and counted the damaged items for the owner. Afterwards, actively participate in the owner's negotiation, issue replacement items and offset compensation.

V. On-site service opinion survey.

While completing their daily work, the staff of the customer service department actively walked into the owners' homes of residential quarters, collected opinions and suggestions from various customers on the property service process, and continuously improved the service quality and service level of property management in residential quarters. The customer service department visited 38 households in the household survey of the owners of residential quarters, and issued 38 property service opinion forms. According to the survey, the satisfaction rate of residential owners to the reception work of customer service department is 90%, the satisfaction rate of receiving phone calls for repair is 75%, and the satisfaction rate of return visits is 80%.

Six, establish and improve the owner file work.

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist XX Street Police Station to conduct a general survey of the owners staying in the park. Handled the certificate of social household registration change for the owner of 10.

Eight, training and learning work.

Under the personal guidance of the manager of the property company, the customer service department conducted systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations. Property management circle. Department employees have grown from a team with insufficient ideological understanding and no passion for their work to a team full of expectations for the company and full of hope for the development of the industry and their own growth; Train departmental staff from a team with blank property management knowledge to a team with certain property management knowledge.

The shortcomings, problems and difficulties found in the work are summarized as follows:

1. As the customer service department has not received professional property management training, the knowledge about property still needs to be systematically studied, and the service standards and communication skills need to be further strengthened.

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect;

Fourth, the pressure of customer service work is great, and the physical quality and self-psychological adjustment ability of employees need to be continuously improved;

Five, the customer service work is trivial and complicated, and it is urgent to standardize the scientific and formal workflow, rationally use advanced management software to improve work efficiency and standardize the workflow.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

Work direction and assumption in 20xx;

On the basis of charging and daily work, the customer service department will continue to strengthen the training and guidance of employees, further clarify various responsibilities, strengthen departmental work discipline and service standards, and do all the work in time according to the objectives, budget and work plan.

First, further refine and clarify the scope and content of work of department employees;

Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;

Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;

Fourth, strengthen the follow-up of all kinds of information and working conditions to ensure that all information is smooth and accurate;

Fifth, through the daily work arrangement of the department and the study of psychological debugging skills, an atmosphere of "exercising at work and growing up through exercise" is created, so that the employees of the department have a sense of accomplishment and a sense of accomplishment of "being nervous but not feeling too stressed".

Six, actively study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.

Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, actively carry out and do a good job in various paid services.

Personal work plan of customer service supervisor. Continuously improve the quality of employees and strengthen their service awareness.

People are the foundation of everything, and employees are the lifeblood of enterprises. Only when enterprises really pay attention to and care about their employees and let them feel the warmth of the enterprise will employees pay for the enterprise with better passion. Of course, our enterprise needs high-quality employees who put the enterprise before the individual, so we must strengthen employee training, improve the enthusiasm of employees, improve their personal quality, and make employees more team-oriented and dedicated. As long as the personal quality of employees is really improved and they really care about the enterprise, the service level of our customer service department will be improved accordingly, and all the work can be carried out smoothly. This has entered a virtuous circle.

Put forward two suggestions to the company: First, it is not recommended to work overtime, provided that the work efficiency is high and the planned tasks are completed; Second, the combination of rewards and punishments can't just punish without rewarding, and vice versa. Of course, the two are complementary and indispensable.

Second, constantly improve the management system.

Because the logistics customer service department is not a department that directly creates economic value, and the logistics department lacks systematic rules and regulations and management loopholes, it is often mistaken by employees for being ignored by the company, which has a certain impact on the enthusiasm of employees. In this regard, it is necessary to constantly improve the departmental management system and implement the post responsibility system, the handover system, the vehicle management system, the document management system and the reward and punishment system.

Third, speed up the construction of management posts

I will gradually optimize the organizational structure according to the specific work situation of this department, so as to make it "concrete implementation at the grassroots level and supervision and guidance at the middle level". Make each post personnel clear about their responsibilities, so as to perform their duties in their work, and then strive for perfection.

IV. Contents and Arrangements

1, sort out and improve the receiving and delivery process, and urge the employees of the logistics department to strictly follow the standards and implement the post responsibility system. Formulate and prevent possible mistakes, and find and correct incorrect working methods in time.

2. Hold a 10-minute morning meeting every day, plan the work arrangement of the day, summarize the work completion progress, existing problems and difficulties of the previous day, and the arrangement of departmental posts that need assistance, praise individuals who have made progress and are more proactive in their work, and stimulate the work enthusiasm of employees.

3. Check the completion of all work before work every day, including completed items, unfinished items, to-do items, handover items or emergency to-do items the next day. Check whether the power supply, doors and windows are closed. Whether cleaning is in place, etc.

4, the daily cashier before coming off work to check the accuracy and completeness of the day's documents, whether to pay the financial on time. Check the abnormal situation of all files in the system and count the abnormal data. Find the problem and solve it immediately.

5. Summarize the work of this week/month every week/month, put forward executable suggestions/plans for the problems and difficulties in the work, make suggestions on whether the company has made great progress or made efforts in the work, and praise or reward those who do their best.

6, all kinds of materials should be packed, shipped into the warehouse after the first inside, after the first down. Check whether the goods on the shelves are displayed according to the regulations, whether the whole warehouse is kept clean and tidy, whether there is a mess, and whether the name, label and price of the goods are consistent.

7. Conduct daily operations in strict accordance with warehouse management regulations. Warehouse receipt and delivery personnel must register the business that happened on the same day in time to ensure the correctness of material entry and exit and balance data. Check the difference between the physical object and the inventory from time to time, deal with the data with differences on the same day, find out the reasons and correct the mistakes.

9. The warehouse must establish the corresponding subsidiary ledger according to the actual situation and the nature, use and types of various raw materials. All goods without tags should have the same logo and label (model, size and price), and light-colored clothes should be covered with packaging bags in principle.

10, do a good job of daily verification of all kinds of materials and products. The warehouse receiving and dispatching personnel must regularly check and count all kinds of inventory materials to ensure that the accounts, standards and materials are consistent. If there is any change, report it to the competent leader and relevant functional departments in time for timely adjustment.

1 1. If problems and errors are found in the inventory, find the reasons in time and deal with them accordingly. In case of shortage and scrapping, it must be handled after approval by the leader according to the approval procedure, otherwise it is not allowed to adjust itself. Found material loss or quality problems (such as moisture or damage, etc.) ), timely report to the relevant departments in writing.

12. Qualified products, expired products, invalid products, waste materials, repaired products, etc. Should be classified and accounted for separately. Waste materials should be reasonably utilized according to the actual situation. All kinds of materials shall not be thrown about.

13, the entrance and exit of the warehouse passage should be kept clear, and the warehouse should be cleaned in time and kept clean. All documents must be signed by the person in charge and clearly identifiable.

14. Make the handover arrangements for the leave/leave of employees in the department in advance, and make the connection arrangements with other departments.

15, understand the basic situation, needs and difficulties of employees, help them solve problems, really care about every employee and reassure him. Encourage employees to study, create a harmonious, United and progressive environment, and make employees feel that work is a kind of happiness.

Verb (abbreviation of verb) focus of work

1. Reasonably improve the operation process of the logistics department, focusing on the improvement of the goods warehousing process and the goods outbound process to ensure the correct, accurate and timely entry and exit of goods.

2. Manage the goods in the warehouse, and ensure that the goods identification is complete and correct.

With the continuous development of the company, the scale of the logistics department will become larger and larger. I will take the interests of the company as the center, serve customers as the purpose, and reduce costs and increase efficiency as the goal. Strengthen the construction of department management, continuously improve the quality of employees, and strengthen the service awareness of employees. Qi Xin, the whole staff, works together to strive for better benefits.

The personal work plan of the customer service supervisor will come to an end in 4 XX. Under the leadership of the company, 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 development of the company, with the support and cooperation of company leaders and colleagues in various departments, I have learned a lot, ability and knowledge. I will summarize my work in the past year as follows:

I. 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.

From March to April, XX, the main work focus was 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.

From May to June to July, XX was mainly responsible for determining the regional price of the store and developing the store sales.

From August to September, XX, the main work focus was the replacement of the second phase contract and the sales of affiliated shops.

XX * * month to do some preparatory work before the delivery and find out the internal works of the house.

XX * *-65438+February is mainly the delivery of the first phase of the customer.

The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by the chief engineer 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.

Second, problems at work.

Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:

1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.

2. Don't look for a job. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.

3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.

4. Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.

Three. XX year work plan

The end of XX years does not mean the end of work for us, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. The company's sales in XX can be said to be very good, basically completing the sales tasks set by the company in XX. However, in the final work, due to the tight time and the lag of the project, the first phase of delivery was not very smooth. At the same time, it has had a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before. This will have a certain impact on the sales of houses and shops in the next three phases. At the same time, affected by the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, and investors are becoming more and more cautious. Coupled with a wide range of price reduction trends, it has brought great difficulties to our sales work in XX. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness, and strengthen our service concept. From my personal point of view, I will obey the company's arrangement and be strict with myself, and meet the work in XX years according to the following points.

1, adjust mentality and build confidence. We should believe that the difficulties should be temporary. If there is winter, then spring will not be too far away from us.

2. Improve service awareness and service ability, do a good job in customer maintenance, and maintain the brand image of the company as much as possible.

3. Persist, change your adaptability and improve yourself. We can't change the environment, but we can adapt ourselves to it.

Looking back on the past, brilliant achievements; Looking ahead, there is a long way to go. I believe that with the company's reform and continuous progress, even if we face a more severe test in XX, as long as all colleagues in our company can unite, abandon selfish distractions from top to bottom and maintain a correct attitude, I believe that with our joint efforts, we can achieve more brilliant results in XX.

The personal work plan of the customer service supervisor flew by five times. In a blink of an eye, the work of 20xx is coming to an end. Looking back on the work of the past year, I am deeply touched. Since joining the * * project, with the guidance of the leaders of the service center and the support and cooperation of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners, properly handled disputes related to the owners, and the work of the department has been significantly improved, and the enthusiasm of employees has also been greatly improved.

Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it.

In June of 20xx, I was officially promoted to * * Customer Service Director. For the property customer service staff, the only thing I feel most in the whole process is annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to do boring and monotonous work vividly as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude.

The work of this department this year is as follows:

First, standardize internal management and enhance employees' sense of responsibility and work efficiency.

Since joining the customer service department, I have 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 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 targeted training for many times, and regularly comment on employees' work, which effectively inspires 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) 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 service center, 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 made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.

(III) Successfully completed the delivery of the first phase of * *, which laid a solid foundation for the overall work of the customer service department. In the middle of 20xx * *, the first phase of * * was officially delivered for occupancy. Our department is mainly responsible for distributing the occupancy information of the first phase, signing contracts and handling disputes between owners. Cumulative processing (this content is added by itself)

(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.

The important function of customer service department is to contact the service center of external work such as the owner, and provide services to the owner in time through feedback information, which is handled cumulatively this year (this content is added by itself).

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 summarized 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 service level of customer service staff 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) Department management system, process is not sound enough

In the past six months, the department has been focusing on preparing for delivery, thus ignoring institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(3) The coordination and handling of problems is not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.

Three. Key points of 20xx work plan

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 96%; (two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 95%; (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 20xx, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to 20xx, we are greeted with opportunities and challenges. To this end, all the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.