Work plan of enterprise customer service manager

No matter what you do, you must have a plan and arrangement in advance. With the work plan, the work has clear goals and specific steps. Let's take a look at the work plan of the enterprise customer service manager.

Customer service manager's work plan (1) xxx years have passed, and xxx years carrying too many dreams and expectations will turn a new page. When "retrospective topics" swarmed at the beginning of the new year, we were thinking about how to go in the future. In the new year, new opportunities and new challenges are before us. * * * With responsibility, * * with expectation and * * with mission-open a new calendar, make new wishes and make new plans.

Our Qingyun XX area is located in the city center, and * * * has about 19630 customers, including about 9300 fixed-line users, about 10000 PHS users, about 400 broadband users and about 220 shop customers (including small and medium-sized enterprises, etc.). ): We have carefully divided these customer groups, and each account manager has more comprehensive customer information. During the New Year's Day, organize account managers to publicize telecom transformation services such as "My E-home" and "Business Pilot" in Hengsheng City Garden, Ding Jian Flower City Phase II and Sunshine City. In xxx, we should not only strive to develop new services, but also increase customer stock, try to avoid customer loss, provide 24-hour nanny service for high-end customers, compare technology, service and affinity with other telecom operators, and introduce gifts and new service fees to customers from time to time.

In xxx, strengthening execution will be the main theme of business transformation. As an account manager, we should strengthen customer orientation, establish brand awareness and provide users with all-round services of network platform, application development and system integration; Increase the promotion of new businesses such as "My E Home" and "WorldCom". With the transformation of business, the budget task in the region will be promoted throughout the year, and all the hard targets and tasks assigned by the company leaders will be completed. Combine the company's assessment indicators with the account manager's bonus assessment method, so that people who can earn more for more work can put an end to the phenomenon of "big pot"; Increase kpi assessment, so that every account manager has a sense of responsibility and mission, because we are employees of China Telecom and employees employed by China Telecom. Therefore, we must ask for this.

Account manager planning should be carried out in an orderly manner, which is not only the focus of customer relationship management, but also the need of network construction and development, and it is also an important way for account managers to improve their comprehensive quality and realize the established account manager plans and goals. Therefore, how to develop business with account managers in a planned way is an important topic for every account manager and network construction at present. Combined with the study of cigarette marketing knowledge, I think we should focus on decomposing indicators and refining the market, and carry out the work with account managers in a planned way.

At present, the working system of account manager plan is to work together around business sales and account manager plan, and its center is to refine the target and formulate the decomposition account manager plan of sales tasks. As an account manager, first of all, we should carefully review the sales performance of this month at the end of each month and the beginning of each month, find out the successful experience and failure factors, especially the subjective reasons, and make objective analysis, summary and induction. And in the next month's account manager planning work, improve it, use marketing concepts, overcome negative factors, carry forward positive and correct factors, foster strengths and avoid weaknesses, and constantly push business work to a new situation; Secondly, we should pay close attention to the trend of market changes and look at the seasonal changes of the market, environmental impact and consumer demand from a meso-perspective. Grasp the changes of customers' consumption psychology, consumption structure and consumption level from a micro perspective, and pay attention to comprehensive grasp; Finally, we should look at the market satisfaction and existing demand, including potential demand, from the perspective of available sources, varieties and market demand of tobacco companies, and actively explore and guide them. Promote sales in an all-round and multi-level way, effectively combine the monthly work target and the decomposition of the sales account manager plan with the market situation and actual operation, and promote the rational formulation and implementation of the account manager plan.

There is an account manager to carry out the work in a planned way, focusing on task decomposition and market refinement, and the key is implementation. Anyone who has studied the basic knowledge of cigarette products knows such a concept: market = population+purchasing power+purchasing desire, in other words, market equals customers. Because customers themselves have the three elements of the market, not only have the conditions of population, but also have the purchasing power and desire to buy. Accordingly, we assert that the market is the customer (group), the customer is the market, and the customer is the most basic market, that is, the basic market we divide and the basic market that must be firmly grasped. As an account manager, we should combine task decomposition and market refinement with the comprehensive situation of consumption environment, consumer groups and even end customers in our jurisdiction. Through daily sales summary, data analysis, combined with market information, comprehensive use of marketing concepts for in-depth analysis and summary, so as to accurately judge and predict the customer's current situation, possible changes and future development prospects. And can take targeted measures, adjust the corresponding marketing strategies and service methods, give play to marketing effectiveness, and guide consumption. Through enterprise operators firmly grasping the end customers, we strive to promote sales and improve the structure. Finally, decompose, implement and complete the account manager's work plan to achieve business goals.

As a cigarette salesman, without the plan and basic goal of the account manager, you will never reach the other side of victory. Everyone, everyone

Every profession should have a basic goal, a plan to be an account manager and a belief to win, but many people often spend a lot of time on it, and the goal is vague, so how to achieve the goal and realize the plan to be an account manager is naturally endless.

A successful salesperson introduced his experience and said: My secret is to stick the target list on the bedside. When you get up and go to bed every day, you should record today's achievements and tomorrow's goals and remind yourself to work hard for them. This shows that "where there is a will, there is a way". As long as you are willing to work hard, any account manager's plans and goals can be achieved through hard work.

Work Plan of Customer Service Manager (II) 20xx is a passionate year. It is necessary to sum up the shortcomings in last year's work, consolidate the management of this year's team, vigorously enhance the cohesion, centripetal force and execution of the team, enhance the feelings among team members, and enhance this year's performance with full youthful fighting spirit. By further optimizing the management plan, spiritual and cultural construction and marketing plan, we will further promote the team building of Tianqi and strengthen our confidence. It is of great significance to do a good job this year.

(1) Fully understand the arduousness of achieving the asset quantity target this year.

Last year, our team's performance was far from the target, and we encountered many problems in implementing the marketing plan. In marketing promotion, the team can't get the corresponding gifts and imitations, and can't make a better promotion plan; In the maintenance of bank outlets, due to the competition in the banking industry, the requirements for account managers of securities companies are too high, and the tasks of credit, funds and deposits are heavier every month. As a result, our account manager's promotion of network maintenance is slow. Although teams and individuals cooperate to improve the maintenance of bank outlets, it is still difficult to deposit; We are at a disadvantage in the development of bank outlets, and we can't achieve the goal of providing deposits for banks and better win-win "marketing plan". Without a good channel development, it is more difficult to implement the marketing plan.

(B) fully understand the importance of promoting optimal management.

When team management enters the growth stage, some deep-seated problems may be highlighted. It is particularly important to establish a sound team management plan. The comprehensive program reform has entered the substantive implementation stage this year. Through some problems existing in the present situation of team members, such as cohesion, centripetal force, execution and work enthusiasm, new optimization schemes are formulated to solve their problems in time and improve team management.

(3) Fully understand the importance of developing membership.

New members are the fresh blood of the team and an important part of team development. Without the addition of new members, it is impossible to form a big family. The company optimizes the recruitment plan and refines it through team recruitment. Joint implementation, good at marketing objectives.

Fully understand the situation, problems and task objectives, improve the team's new vision, new changes and ability to complete various tasks since 20xx, and do a good job in the following six aspects.

(1) Marketing Management System:

1, daily management:

① Group management system: At work, the team is divided into three groups, and the team leader manages them by grouping the number of people to improve their team development. And through the communication with the team leader, we can have a deeper understanding of the work and life of each member of the team and have a healthy competition in the work.

② Daily one-on-one management: At work, communicate with team members more, understand the problems encountered in the exhibition industry and publicity, and give timely guidance, encouragement and support.

③ Work efficiency system: At work, salespeople should be familiar with their job responsibilities;

1, do everything possible to complete the regional sales task;

2. Strive to complete all requirements in sales;

3. Be responsible for strictly implementing customer account opening procedures;

4. Actively and extensively collect market information and report it in time;

5. Strictly abide by the rules and regulations of the company;

6. Have a high degree of professionalism and a high sense of ownership;

7, complete other work assigned by the leadership.

Establish a team's high-efficiency work spirit, and the team will finish the work of the month before 15 every month, and influence new employees through an efficient mode, which is convenient for team management in the later period.

2. Meeting management

Team meeting is an important part of team development, and meeting is an important means of modern management. If the sales staff don't understand the company's instruction spirit enough, the sales mentality will be unstable, and the customer will not be developed strictly according to the terminal idea, and the work efficiency will be greatly reduced.

① Work content: By reviewing and summarizing yesterday's work in the meeting, analyzing achievements, lacking understanding, criticizing and communicating with others, we can find good ways and means to solve the problems left over by the market, restore the market body and improve work efficiency. (Content: new assets, number of accounts opened, customer problems)

② Meeting spirit: A day's plan lies in the morning, and Monday is the key day of the week. The way to criticize and correct the lack of work last week through Monday's meeting determines its main significance. The main successful method of marketing is no different from spiritual support and encouragement, which makes people more motivated. On Monday, we encouraged everyone to work, aroused everyone's enthusiasm and made the work complete smoothly.

(3) Conference culture: talent display is added to the conference to show the excellent side of the individual, his self-confidence and personality charm, boost his team morale and enhance his team centripetal force and cohesion.

(2) Personnel recruitment

The formation of sales team and personnel recruitment are important parts. Only by constantly adding new strength can the team develop better. Separate strokes

Three aspects:

Website recruitment: Recruit outstanding members through Zhilian's assistant.

(2) Talent market recruitment: combined with talent market recruitment.

③ School-enterprise cooperation: This is a new way of innovative recruitment, which has not been successful yet. Through communication with the school leaders, we will cooperate with the graduates during the start-up period, train them before graduation, get to know their outstanding members, and recruit them to the company (in progress with shenzhen polytechnic).

(iii) Regional training

Under the training organized by the company, the team will conduct intensive training for new employees to open accounts.

① New employee account opening process and corporate culture training (A-share, B-share, fund, GEM, institutional account opening)

② Sales skills and presentation skills training (swot analysis teaching materials, customer face-to-face communication skills, development and maintenance of bank outlets)

(3) Qualification examination training (basic knowledge of securities and knowledge of securities trading)

Network development and maintenance

At present, there are Gangxia Bank of Communications and outlets, Jianye community outlets. Understand the work of their account managers through network inspections and bank presidents, and strengthen maintenance and performance improvement.

Through the completion of the above work, I realize that an excellent team should have excellent management ability, constantly strengthen team service consciousness, cultivate personal empathy ability, good coordination and communication ability, find and solve problems in time, accurately analyze, judge and predict the market, keep timely and symmetrical management information, good language expression ability and strong manager innovation ability. To improve the efficiency and quality of team work as the standard, so as to continuously enhance the appeal, cohesion and combat effectiveness of team work.