Summary of telephone department work

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Summary of Telephone Department 1 Responsibilities of Telephone Department: Responsible for outreach and coordination related to vacation and telephone business. Mainly reflected in: membership service, hotel service, hotel expansion, dealer specification, dae cooperation and so on.

I. Member services

1. cooperated with various departments * * * to complete the formulation of the content and process of Peng Da Holiday Rights Member Handbook. The formulation of the membership handbook takes the essence of a hundred schools and sets the essence of the world holiday. From the member's point of view, it fully integrates the ideas and concepts of marketing, service and process, and also fully embodies Peng Daren's holiday values and aesthetics.

2. Participate in the formulation of holiday membership information in Peng Da, such as Peng Da Holiday Product Agency Sales Contract and Peng Da Holiday Rights Underwriting Contract.

3. Formulation of relevant specification documents:

1) CPE telephone reception etiquette

2) "Standard clauses on scenarios"

3) "Customer Service Scene Telephone Question Collection"

4) Call back by the owner's members.

5) Q&A record of discretionary operating agreement for hotel (apartment) rooms-Rushan Yintan Peng Da Holiday Hotel

6) Design relevant forms and documents for 6)cpe members:

Application form for holiday exchange of Cpe members

Application Form for Entrusted Rental of cpe Holiday Rights

Change Form of cpe Member Registration Information

Cpe weekly storage application form

Cpe weekly storage certificate

Design of cpe visitor card format

4. Training:

1) Rushan Training, Shanghai Learning, Weihai Dawu, Wuzhen.

2) Secondary training and feedback of hotel's main management service personnel: customer service telephone answering specification, member reception and service flow, introduction of dae and cpe, etc.

3) Internal training and communication: find and solve problems once a week.

3) 10 holiday network telephone answering etiquette, telephone marketing series training.

5. Provide enthusiastic service for members:

The promotion of members' warm service content and the implementation of details are mainly reflected in:

1) is responsible for member vacation consultation, hotel reservation, itinerary design, complaint handling and value-added services.

2) Timely execution of scheduled air tickets;

3) SMS service: the first time after signing the contract, after receiving the membership information, send the membership information, birthday wishes and weekly reminders from customers.

4) Mail service: electronic birthday cards and weekly reminders.

5) Complaint service: In line with the service principle of attitude first, timely handling, reasonable guidance, minimizing major issues and minimizing minor issues, we pursue the service principle of win-win for Peng Da, customers and distributors, build an effective communication bridge between marketing and service, and flexibly handle all kinds of complaints in customer service.

6. Booking service

1) Scheduled work of members on vacation.

A. Holiday booking, dealer temporary booking, related customer assistance booking, order change, order cancellation, etc. Hotels in holiday membership system.

Reservation, change, cancellation, etc. For holiday members to join the hotel.

C. Holiday member dae system hotel reservation.

2) Book a hotel in 2)cpe system.

A. Join a hotel to book a direct hotel in Peng Da (change, cancellation, etc.). ).

B. Peng Da members book to join the hotel (change, cancellation, etc.). ).

C. booking affiliated hotels (change, cancellation, etc. ).

Second, the hotel service

1. Formulation of related service processes:

1) Formulate Reception Procedures and Specifications for Holiday Member Hotels.

2) Formulate the Provisions on the Management of Telephone Format Terms of Hotel Reception Desk.

3) Make one of the standard terms of reception telephone at the front desk of the hotel.

4) Formulating the standard terms of reception telephone at the front desk of the hotel (Part II).

5) The formulation of "Member Service Evaluation Form" in Chinese and English will give customers a full say and provide more substantial reference for our services.

2. Communicate and coordinate in time on customer reservation and feedback information.

3. Communicate effectively with hotels, resorts and cpe systems in Peng Da, improve and standardize the service process and reception standards of members, and supervise the implementation and effect of various holiday member management systems.

Third, hotel development.

1. The telephone department officially took over the hotel expansion from September 20xx. The original expansion plan was: per week 1 hotel. Up to now, 16 hotels have joined the cooperation. And developed standardized documents and processes:

1) Design of various opening remarks (to meet the needs of different star hotels and different levels of customers)

2) Follow-up speeches at different times, hotels and posts.

3) SMS blessing

4) Email greetings

5) Various versions of cooperation agreements

6) Constantly update the hotel list

7) Exquisite PPT is frequently updated.

The standby list of hotels has reached thousands, and more than 500 hotels (resorts) have been contacted. Repeated telephone communication and the sending of all kinds of electronic materials have fully publicized the corporate image of Peng Da to a certain extent, bringing intangible word-of-mouth publicity effect.

3. There are many ways for hotels to join: flexible cooperation time, cooperation mode and partners;

A cooperation time: 1 year, 3 years, 10 year.

B. Mode of cooperation: simple exchange of standard rooms, coexistence of multiple room types, refinement of replacement ratio, etc.

C. Partners: single hotel (resort), group joining and network platform cooperation: establish strategic cooperative relationship with Changyou 5 1 and arsa.

D hotels (resorts) with good communication that can't cooperate temporarily for various reasons have also established the foundation of long-term cooperation, which is derived into future agreement cooperation hotels.

Fourth, dealer specifications

1. Cooperate with General Manager Jia to establish a series of procedures and systems for dealers to join, and track the whole negotiation of dealers. We are well aware of the hardships of dealer cooperation negotiation, the hard-won signing of dealer customers, and the illegal operation of sales staff in the process of dealer sales. In cooperation with dealers, we adopt flexible treatment methods such as "support, encouragement, cooperation, supervision, standardization, restraint and warning". Thereby forming a one-stop supervision and standardized service process before, during and after sales. See more 20xx Telephone Department Work Summary 20xx Community Neighborhood Committee Work Summary 20xx Construction Company Work Summary 20xx Highway Maintenance Work Summary Pension Service Center Work Summary Greening Work Summary and Work Plan Xinhua Bookstore Annual Work Summary and Work Plan Production Work Summary of Oil Production Brigade

2. Daily liaison work of each dealer.

A. Establish a series of contact letters for different dealers at different times and for different problems, and supervise their implementation.

B. Establishment of refund statement and refund application.

C, establish customer complaint files, and promptly urge dealers to handle and improve in time.

D, establish invoice problem specifications, statements and other systems.

E formulate, sort out and analyze the daily, weekly and monthly reports of dealers.

F. Invite customers to consult activities, ask questions from members, handle complaints from members, refund and other matters.

G. timely review, record and standardize each set of contracts of dealers.

Verb (abbreviation of verb) dae cooperation

1, trip to Shanghai in June: exchange, study, training and in-depth cooperation on various operational processes of dae.

2. Sign the tripartite standard agreement between Peng Da, dae and dealers and supervise its implementation.

3. Weeks saved, supplemented and adjusted by dae, weeks saved by members in DAE, etc.

4. Reservation, change, cancellation, etc. Peng Da direct hotel for dae members.

Other aspects of intransitive verbs

1. Formulation of expansion plan and process of property right hotel.

2 hotel (resort) joining process and related forms.

3. Dealer joining process and application form.

4. As a general assistant and various temporary outreach services.

Communicate, learn, hand over, improve and cooperate with various dealers and timeshare cooperation units in various operation processes.

Although the work of the department is trivial and complicated, the telephone department always focuses on one center and two basic working principles: "taking vacation as the center and taking membership service and hotel joining as the basic points"

Looking back on the dying ` 20xx, I have been hesitating, struggling, persisting and persevering. In Dai Yue, I have always been vividly in my mind, and I have been devoting myself to it day and night. Now along the way, when everything is in the past, I ask myself: worthy of my heart, worthy of cpe! The telephone department and cpe depend on each other, grow together, and experience wind, frost, rain and snow together. A voice shouted at the bottom of my heart: Today the telephone department is proud of cpe, and tomorrow cpe will be proud of the telephone department! ! !

The coming year of cpe telephone department will be an ambitious year, especially so. Flowers are similar every year, but people of different ages are different. Now, the focus of the telephone department's work in 20xx is simply summarized as follows:

1, taking vacation as the center.

1) Keep an eye on the international and domestic macroeconomic situation, the future of the tourism and holiday industry and the development trend of the holiday platform.

2) swot analysis of each holiday network platform, and reference for member service and expanded service of each platform.

3) Pay attention to the future development of cpe and telephone department, and treat vacation, service and marketing from the unique perspective of telephone department.

2. Grab the hotel to join.

1) Formulation and implementation of hotel joining plan: Formulate long, medium and short-term plans and specific policies for hotel joining in a planned and step-by-step manner. According to the characteristics of tourism and vacation in large, medium and small cities, a series of joining development plans were organized.

2) The flexibility of hotel joining mode and the exploration of innovative cooperation mode.

3) Renew the contract with the cooperative hotel and discuss long-term cooperation.

4) Check, analyze and summarize hotel reports in time.

5) Establish the implementation plan of multi-channel cooperative hotels and lay various cooperative networks of cpe hotel alliance.

3. Pay attention to member services.

1) Negotiate and cooperate with various tourism systems related to members' vacations to provide all-round and multi-channel value-added services for holiday members.

2) Prepare detailed membership service system process and work standard details.

3) Establish a member service quality evaluation system to comprehensively supervise and manage the member service process, service quality and service results.

4) Regularly play, analyze and standardize the language and service details of answering service calls.

5) Improve the customer demand analysis, formulate feasible plans and improve customer satisfaction.

6) Launch 6) Wonderful holiday of 6)cpe.

7) Communicate with directly operated hotels and affiliated hotels in time, collect feedback information from members, and urge hotels to carry out effective rectification, so as to truly provide higher quality services for holiday members.

4. Department building.

1) Establishment, training and assessment of holiday member service team, and training of reserve forces and telephone talents.

2) Daily management, training and operation of customer service department.

3) Formulate and improve the management system of customer service department, standardize and improve job responsibilities, and optimize the customer service process.

4) Control the quality of customer service and improve customer satisfaction.

5) Preparations for the opening of Tangshan Store: personnel recruitment plan, training plan, work plan, etc.

6) Training plan, reward and promotion plan for telephone department personnel.

7) Organize the specification documents of the telephone department and make slides.

Summary of the work of the telephone department: 2 20xx is a year of connecting the past with the future, a year of accumulation, self-reliance, unremitting self-improvement and hard struggle, and a year of frequent good news. In the era when the Internet is prevalent, today when the holiday industry is striving for hegemony, and under extremely difficult background conditions, Xiaomi and rifle are used to create the legend of the holiday industry, thus achieving an immortal journey. ...

The telephone department has been with * * * for more than a year. Looking back on the past 365 days and nights, I feel a lot of emotions.

Now the telephone department's 20xx holiday trip to Peng Da is briefly summarized as follows:

Responsibilities of the telephone department: responsible for the outreach and coordination of holidays and telephone business. Mainly reflected in: membership service, hotel service, hotel expansion, dealer specification, dae cooperation and so on.

I. Member services

1. cooperated with various departments * * * to complete the formulation of the content and process of Peng Da Holiday Rights Member Handbook. The formulation of the membership handbook takes the essence of a hundred schools and sets the essence of the world holiday. From the member's point of view, it fully integrates the ideas and concepts of marketing, service and process, and also fully embodies Peng Daren's holiday values and aesthetics.

2. Participate in the formulation of holiday membership information in Peng Da, such as Peng Da Holiday Product Agency Sales Contract and Peng Da Holiday Rights Underwriting Contract.

3. Formulation of relevant specification documents:

1) Telephone reception etiquette

2) "Standard clauses on scenarios"

3) "Customer Service Scene Telephone Question Collection"

4) Telephone call back by the owner's members

5) Q&A record of discretionary operating agreement for hotel (apartment) rooms-Rushan Yintan Peng Da Holiday Hotel

6) Design of membership-related forms and documents:

Application form for member holiday exchange

Application form for entrusted rental of holiday right

Member registration information change form

Weekly storage application form

Weekly storage certificate

Design of visitor card format

4. Training:

1) Rushan Training, Shanghai Learning, Weihai Dawu, Wuzhen.

2) Secondary training and feedback for the hotel's main management service personnel: customer service telephone answering specifications, member reception and service flow, dae and introduction, etc.

3) Internal training and communication: find and solve problems once a week.

3) 10 holiday network telephone answering etiquette, telephone marketing series training.

5. Provide enthusiastic service for members:

The promotion of members' warm service content and the implementation of details are mainly reflected in:

1) is responsible for member vacation consultation, hotel reservation, itinerary design, complaint handling and value-added services.

2) Timely execution of scheduled air tickets;

3) SMS service: the first time after signing the contract, after receiving the membership information, send the membership information, birthday wishes and weekly reminders from customers.

4) Mail service: electronic birthday cards and weekly reminders.

5) Complaint service: In line with the service principle of attitude first, timely handling, reasonable guidance, minimizing major issues and minimizing minor issues, we pursue the service principle of win-win for Peng Da, customers and distributors, build an effective communication bridge between marketing and service, and flexibly handle all kinds of complaints in customer service.

6. Booking service

1) Scheduled work of members on vacation.

A. Holiday booking, dealer temporary booking, related customer assistance booking, order change, order cancellation, etc. Hotels in holiday membership system.

Reservation, change, cancellation, etc. For holiday members to join the hotel.

C. Holiday member dae system hotel reservation.

2) Booking of affiliated hotels in the system.

A. Join a hotel to book a direct hotel in Peng Da (change, cancellation, etc.). ).

B. Peng Da members book to join the hotel (change, cancellation, etc.). ).

C. booking affiliated hotels (change, cancellation, etc. ).

Second, the hotel service

1. Formulation of related service processes:

1) Formulate Reception Procedures and Specifications for Holiday Member Hotels.

2) Formulate the Provisions on the Management of Telephone Format Terms of Hotel Reception Desk.

3) Make one of the standard terms of reception telephone at the front desk of the hotel.

4) Formulating the standard terms of reception telephone at the front desk of the hotel (Part II).

5) The formulation of "Member Service Evaluation Form" in Chinese and English will give customers a full say and provide more substantial reference for our services.

2. Communicate and coordinate in time on customer reservation and feedback information.

3. Communicate effectively with Peng Da, hotels and resorts in the system, improve and standardize the service process and reception standards of members, and supervise the implementation and effect of various holiday member management systems.

Third, hotel development.

1. The telephone department officially took over the hotel expansion from September 20xx. The original expansion plan was: per week 1 hotel. Up to now, 16 hotels have joined the cooperation. And developed standardized documents and processes:

1) Design of various opening remarks (to meet the needs of different star hotels and different levels of customers)

2) Follow-up speeches at different times, hotels and posts.

3) SMS blessing

4) Email greetings

5) Various versions of cooperation agreements

6) Constantly update the hotel list

7) Exquisite ppt is frequently updated.

The standby list of hotels has reached thousands, and more than 500 hotels (resorts) have been contacted. Repeated telephone communication and the sending of all kinds of electronic materials have fully publicized the corporate image of Peng Da to a certain extent, bringing intangible word-of-mouth publicity effect.

3. There are many ways for hotels to join: flexible cooperation time, cooperation mode and partners;

A cooperation time: 1 year, 3 years, 10 year.

B. Mode of cooperation: simple exchange of standard rooms, coexistence of multiple room types, refinement of replacement ratio, etc.

C. Partners: single hotel (resort), group joining and network platform cooperation: establish strategic cooperative relationship with Changyou 5 1 and arsa.

D hotels (resorts) with good communication that can't cooperate temporarily for various reasons have also established the foundation of long-term cooperation, which is derived into future agreement cooperation hotels.

Fourth, dealer specifications

1. Cooperate with General Manager Jia to establish a series of procedures and systems for dealers to join, and track the whole negotiation of dealers. We are well aware of the hardships of dealer cooperation negotiation, the hard-won signing of dealer customers, and the illegal operation of sales staff in the process of dealer sales. In cooperation with dealers, we adopt flexible treatment methods such as "support, encouragement, cooperation, supervision, standardization, restraint and warning". Thereby forming a one-stop supervision and standardized service process before, during and after sales.