Work plan of three customers' return visit

First, the job, love the job.

Customer service staff, I "don't make simple things simple". Treat everything at work, meet complicated trivial matters and try 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 for the development of the company in the future!

(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 the maintenance of customer return visits, and pay weekly return visits to key customers, among which 5 customers return visits 1~3 times a month, and the rest keep monthly telephone return visits. 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 more than three users during the Lantern Festival. 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.

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). The call 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.

extreme

First, the overall after-sales target.

"Optimize management and develop steadily."

Our achievements in 20xx are obvious to all. Despite the cold reception of Guangzhou's licensing policy, our after-sales performance still maintains a strong momentum. I believe that service is how to solve problems for customers in the most appropriate way, thus rewarding activities. "If you want to do a good job, you must sharpen your tools first." In order to better face the customer's problems, we are required to proceed from reality and put forward solutions to the problems, and finally serve the company's management and business objectives. It is suggested that the work in the new year can start from the following aspects:

(1) Improve after-sales team building. With a solid team, we can better face all kinds of problems that customers need to deal with, clarify the responsibilities of various departments, eliminate the vague concept of management responsibilities, clearly divide the responsibilities of various departments and positions, and serve the whole.

(2) Strengthen the daily management of after-sales service process. Service process is an important content of after-sales service, which is related to our business level, customers' praise and 4S shop's external professionalism. Generally speaking, we should strictly implement the process, regard following the process as a behavior habit, set high standards, change the after-sales service mode with behavior, and strive to change the new look. For workshop maintenance, in addition to technology, we should also pay attention to the communication with the front desk personnel, especially pay attention to the communication of the main problems in the three stages before maintenance, during maintenance and after maintenance, so as to make the problems concrete and clarify the faults.

(three) to strengthen the training of business personnel, improve the technical level. The front desk should continue to strengthen the training of car lifting process, and at the same time strengthen the skills of car lifting, especially the solution and analysis of difficult problems. In order to serve the front desk, people can be selected from accessories or workshops from time to time.

Front desk personnel exchange or knowledge lectures, aiming at common problems, break through each other. On the one hand, they are familiar with employees' business ability, promote internal cooperation and exchange, and make our internal communication smoother. For workshop technicians, through training and daily collective study, it is related to the overall external technical image of our 4S shop, to the continuous improvement and renewal of automobile technology, and to the spirit of keeping pace with the times without going against the current.

(four) focus on the supervision and management of workshop details. A good team can't do without effective supervision and management, especially to supervise the work links of the front desk and the maintenance workshop, ensure and realize the "6s" work requirements of the service station, and pay attention to the possible situations in the coordination work, such as picking maintenance orders, poor cleaning of the car wash, and uncooperative staff. , hell to pay, dare to reward and punish, maintain service order and management norms. Pay attention to the principles of fairness, justice and openness in team building, adhere to the combination of team interests and protection of individual interests, implement the system of combining assessment and encouragement, strive to create a strong working atmosphere, and enhance the cohesiveness and overall combat effectiveness of the department.

(five) to promote cooperation with other departments of the group or company. With a more open mind and profit as the purpose, we will serve the overall situation, strive for cooperation among group companies, especially in customer claims and spare parts, share resources with other brother companies, and promote healthy competition. In addition, strengthen foreign exchanges, expand the promotion of insurance performance, open up markets, and rationally use wastes to serve the overall combat effectiveness of the company.

Two. Development goal of after-sales operation.

1. Staffing.

2. Output value plan

(1) business indicators.

1. Achieve a total after-sales turnover of 6 million. Among them, insurance claims are not less than 2.2 million, and workshop maintenance and claims are not less than 3.8 million.

2. Achieve at least 93% customers' favorable comments on CSI throughout the year.

3. The number of substrate customers is 1500.

4. Pick up and drop off 20 cars every day and 650 cars every month. Average bicycle output value for maintenance is 800 yuan/set, and average bicycle output value for insurance is 1.800 yuan/set.

5. The repair rate of vehicles is less than 2%.

6 to carry out the car popularization lecture hall not less than four times.

7. The warranty claim is not less than 95%.

8. Not less than two lectures on professional and technical issues.

9. The annual purchase volume of pure parts is not less than 800,000, and the basic inventory meets the standard requirements. Accessories marketing index reached 10000.

10. The sales of high-quality goods reached more than 300,000, and the inventory of basic high-quality goods and accessories reached more than 6,543.8+10,000.

(2) Management indicators.

1) is mainly to strengthen the training of various departments. In addition to the training work carried out by various departments themselves,

Departments can cross-provide basic internal training, which is conducive to communication and cooperation between departments. For example, parts or workshops can communicate with the front desk staff about common technical problems in parts or automobile maintenance, or various problems arising in the work, among which the front desk car pickup staff will receive no less than 4 business skills trainings. Professional and technical basic knowledge training is not less than 2 times, workshop maintenance technical training is not less than 6 times throughout the year, and discussion, study and summary activities for difficult technical problems are not less than 3 times.

2) Carry out at least three internal activities of the department to enhance the vitality of the department and enhance the collective cohesion through collective activities.

3) Put forward internal incentive measures to improve performance, customer praise and employee care.

(3) Distribution of output value:

3. Various improvement measures.

(1) Front desk improvement plan.

In 20XX, we should implement the details of after-sales service and improve the skills of car collection.

1. Contact loyal customers, attract new customers and maintain good customer relations. With the increase of regional ownership and the deepening of work, it is particularly important to make the business more refined, stronger and bigger, improve customer praise and reduce the loss of customers, especially loyal customers. We can find out our loyal customers according to the number of customer visits and customer quality as our key maintenance goal.

2. Pay attention to the return visit and analysis of lost customers. Service consultants should find out the internal causes of customer churn and propose improvement measures. Only by constantly summing up can he make continuous progress.

3. Strengthen the training of front desk staff. In business, it is necessary to strengthen the handling and analysis of the car lifting process and difficult technical problems, in management, strengthen the coordination and communication ability of the front desk management, and the insiders advocate positive "criticism and self-criticism" to create a good working atmosphere.

4. Promote boutique sales. Give the boutique salesman a certain sales authority and improve his flexibility. All kinds of fine products and maintenance products, if there are items listed in the standard maintenance, can be appropriately discounted according to the theme of each activity; Cultivate customers' consumption habits and sales awareness of business personnel, formulate a sound and reasonable boutique sales plan, and propose effective incentives to promote boutique sales.

5. Strengthen the communication between the departments of the company, maintain the normal daily order of the company, clarify the responsibilities of the after-sales departments, fully let them know their responsibilities and make efforts for the development of the company. For negative thoughts and behaviors, we should take reasonable measures to solve them, fully correct them, give priority to solving them, supplemented by assessment, and distinguish rewards and punishments.

(2). Insurance improvement plan:

Insurance claim settlement is the key business after sale, and the output value of its body body painting business can account for more than 30% of the output value. At present, the competition in the maintenance market is fierce. Not only other 4S stores, but also many comprehensive maintenance stores in the society are vying for our drifting customers. Therefore, we should strengthen our service and quality service.

In order to improve the insurance business, we should complete this index: a. increase renewal; B. increase the output value of claimed bicycles, and C. strengthen customer praise. We can start from the following aspects: (1) Evaluate the existing updated resources. Re-evaluate the existing renewal strength of the service station, and fundamentally get the basis for understanding and development. Basically achieve the task goal of average 1 10,000/month renewal, and contribute about 1 10,000 after-sales turnover throughout the year.

(2) Diversification of insurance sales channels. Encourage new car insurance, encourage pre-sales promotion and after-sales personnel to participate in renewal activities, and the company will give corresponding incentive plans. Centralized reporting to financial accounting on a regular basis.

⑶ Actively explore customers: match the corresponding full-time renewal personnel, give effective incentive plans, tap existing customer resources, conduct follow-up visits, and attract us to renew the insurance. (4) Develop customer resources through insurance system. From the inside out, starting from this customer resource, especially the customer resources since 20XX.6, we will focus on tracking back the customers who bought cars in Haizhu District from 20XX.2-20xx.6, and the third is to sort out the list of customers who unexpectedly came to our store to buy cars or repair them.

5] The principle of continuing to give appropriate preferential treatment to insurance customers. You can choose to maintain coupons and discounts. To realize the activities of buying insurance to send maintenance or working hours, or buying insurance to send oil and rice, we can follow the example of competitors, make small profits but quick turnover, and focus on insurance claims.

[6]. Strengthen the car collection process, especially the ability to deal with vehicle details. Service consultants are required to constantly sum up their own problems, put forward improvement measures and improve their pick-up level.

Once. Improve the maintenance schedule, match the corresponding maintenance personnel, and ensure the efficiency of the factory.

3. Customer service improvement plan:

1) Maintain loyal customers, improve customer service personnel's return visit skills and the ability to deal with problems flexibly, efficiently and quickly, and enhance customers' trust in customer service personnel.

2) Urge SA at the front desk to pay a return visit to customers, give timely feedback and remedial measures, eliminate customers' dissatisfaction, and improve customers' praise and integrity.

3) Designate a perfect departmental workflow, with responsibilities specific to individuals, such as monthly new car initial insurance statistics, renewal insurance, in-store activity statistics, document sorting, etc.

4) Praise SA's customers, find and solve problems in time, and safeguard the company's interests.

Tisso

1. Organize customer data and establish customer files.

When a customer sends a car to the factory for maintenance or comes to the company for consultation and negotiation on automobile beauty, after completing the relevant formalities or negotiation, the business department will sort out and tabulate the customer's relevant information, establish a file, put it in a file bag, and make a 4s shop after-sales work plan within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company (see "Basic Information Table of Customer Files" for details).

2, according to the customer files, research customer needs.

According to the customer files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of the "next step" service, such as informing customers of scheduled maintenance, participating in the company's social activities, informing customers of the company's preferential activities, entering the factory on time for maintenance or free testing, and so on.

3. Contact customers by phone or letter, and provide follow-up services.

Business personnel contact by telephone so that customers can get the following services:

(1) Ask customers about their car use and their opinions on our service;

(2) Ask customers whether they have new service requirements for our company in the near future;

(3) Inform relevant automotive application knowledge and precautions;

(4) Introduce the services provided by our company to customers recently, especially the new service contents;

(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. , indicating the content, date and address;

(6) Consulting services;

(7) Visiting customers

After-sales service work regulations

1. After-sales service is completed by the specialized business personnel-tracking salesmen designated by the heads of business departments.

2. Follow the salesman to establish the corresponding customer file within two days after the customer's vehicle is sent for repair or the customer consults with the company. See the first paragraph of Article 2 of these Provisions for the contents of customer files.

3. Track the salesman to study the potential needs of customers while establishing customer files, and design the call content and communication time of the "next" service in a targeted manner.

4. The tracking salesman should take the initiative to contact the customer by telephone within three days to one week after the customer picks up the car and leaves the factory, or after business interview and consultation, provide the first after-sales tracking service, and communicate with the customer on topics of interest. When talking on the phone, the salesman should take the initiative to ask the customers who have been to our company for maintenance about the use of vehicles and solicit their opinions on our services, so as to show our sincere concern for customers and our attitude of pursuing perfection in service. The customer's talking points should be recorded, especially the customer's requirements, hopes or complaints, which must be clearly recorded and handled in time. If you can answer in person or at that time, try to answer; If you can't answer in person or at that time, you should study it as soon as possible after the phone call and find a way; If it still can't be solved, it should be reported to the business supervisor within two days to ask for a solution. And inform the customer on the day of getting the solution, and be sure to give the customer a satisfactory answer.

5. Within 7 days after the first tracking service after the "sale", the business tracker should contact the customer by telephone about the second tracking service. The content of the telephone call should focus on the topics that customers are interested in, avoid repetition and be targeted, or reflect the company's sincere concern for customers.

6. After the company decides to carry out customer networking activities, preferential service activities and free service activities, the business tracker should call the customer two weeks in advance, and then send the notification letter to the customer within two days as needed.

7. Every time you track the service phone, including the customer's consultation phone number or complaint phone number, as well as the handling salesman, you should make phone records and register them in the table (attached). The phone records should be archived, and the phone registration form should be archived.

8. Every tracking service letter, including notice, invitation letter and reply letter, should be registered in the form (attached).

(4) When the designated tracking salesman is not on duty, the business supervisor will temporarily assign other personnel in the department to act as temporary agents.

(five) the business director is responsible for the supervision and inspection of after-sales service; And summarize the after-sales service of the department once a month, and at the end of each year; Summary, summary in the form of departmental work meetings, business executives put forward a summary or summary of a written report; And file it.

(6) This system uses the following four forms: customer file basic information form, tracking service telephone record form, tracking service telephone registration form and tracking service letter registration form.