Basic contents of service work plan

The basic content of the service work plan, the battle in the workplace can be said to be the battle on the battlefield. Everyone will work hard in the workplace, so what do you know about the service industry? For example, what is the basic content of the service work plan? If you don't know, let's take a look.

Basic content of service work plan 1

Customer service is the first line of corporate image and the deepest impression implanted in customers' hearts. Therefore, effective operation and management can not only help front-line employees to provide perfect services, but also help enterprises achieve strategic goals. Customer service represents an advanced business philosophy, advocates "customer-centered" and provides customers with all-round services. At the same time, the customer service center also realizes the centralized management of customer information, and provides functions such as process monitoring, business statistics and statistical analysis. Therefore, it is becoming more and more important to establish an optimized professional customer service management system.

Customer service work is mainly carried out from the following aspects:

1, customer service function positioning

As a functional department of automobile customer service, the fundamental purpose of improving satisfaction is to reduce customer churn rate, enhance loyalty and ultimately increase corporate profits. With the continuous development of China automobile market, customer satisfaction, together with other indicators, has become an important aspect to measure the competitiveness of enterprises.

The function of customer service, on the one hand, provides feedback for weak points, guides them to improve, and finally evaluates and tracks the improvement, on the other hand, provides manufacturers with the status of customer service quality and satisfaction.

2. Customer service infrastructure

1)7DC and 3DC return visits and related reports.

Earnestly pay a return visit to each customer (within 7- 10 days after the new car customer picks up the car, and within 3-5 days after the customer is maintained), summarize and analyze the return visit records in the form of daily, weekly and monthly reports, track the parts that need to be improved, and ask customers to rate our services in the form of scoring according to various service contents during the return visit. During the return visit, the visiting Commissioner should constantly sum up the experience of the return visit.

2) Customer care, birthday and holiday greetings

Carry out various forms of birthday congratulations within 2-7 days before each customer's birthday;

Every New Year, National Day, May Day, Mid-Autumn Festival, Valentine's Day and other festivals to carry out various forms of birthday congratulations.

3) Maintenance, annual review and update reminder.

When the customer's vehicle needs maintenance, annual review and renewal, call or text message one week ago to remind the customer.

4) Customer file management (multiple retrieval methods are needed)

Generally speaking, the management of customer files needs one car and two files, that is, one file for new car sales and one file for maintenance (customer files beyond the warranty period can be packaged and saved). All kinds of files must require complete items and documents, and can be retrieved by date, frame number, name, license plate number and other ways.

5) Statistical analysis of customer information and analysis of customer churn.

According to customer information, make statistical analysis, such as customer group analysis, customer purchase structure analysis, customer churn analysis, customer loyalty analysis, etc., and put forward constructive suggestions for all kinds of analysis.

6) Information management based on software systems (such as DMS system applications)

The above five aspects of work must be completed under a systematic and standardized process, so a powerful software system is needed for management. This also requires us to use software, so that practice makes perfect.

7) Organize and plan targeted customer activities (such as customer knowledge lectures, customer associations, go on road trip, etc.). ).

An important goal of customer service is to improve customer satisfaction. In view of this goal, we should make a good CS (that is, improve satisfaction) plan and enhance loyalty through various forms of activities (such as customer knowledge lectures, customer associations, road trips, etc.). ) and establish a fully understood and trusted customer relationship.

3, customer service process specification and management, complaint handling process

The work of customer service department must be professional, standardized and coordinated, and assist in handling customer complaints with a positive and responsible attitude. Main workflow:

7DC customer file management process:

1. After the customer picks up the car, the sales clerk should hand over the relevant information to the vehicle management department of the sales department in time, which will hand it over to the customer service department the next day (that is, the day after the customer picks up the car); The vehicle industry administrator must classify the customer data, fill the statistical data into the data transfer table, and complete the transfer procedure.

2. Complete customer information should include: original or photocopy of car purchase contract, parts purchase contract, customer ID card (legal person organization code certificate/business license), temporary residence permit, vehicle certificate, vehicle retail invoice (or VAT invoice), purchase tax certificate, purchase tax receipt, driving license agency receipt, insurance policy, policy invoice, car pick-up confirmation form, sales invoice outbound order, customer member information form, etc.

3. After receiving the information, the customer service department shall fill in the sales file and file it, timely enter the "customer management electronic file", fill in the "customer return visit management form" and number and file the file according to the customer ID number prompted by the system.

4. All business personnel must submit all relevant information to the vehicle administrator within 2 working days after the vehicle is delivered. Those who fail to do this will be punished in the quarterly efficiency evaluation. In case of special circumstances, they need to explain the reasons to the vehicle administrator in advance.

3DC customer file management process:

1. After customer maintenance, the after-sales front desk will submit relevant materials to the market customer service department within 1 working days;

2. Complete customer information should include: delivery list, delivery list, settlement list and routine project list; After-sales front desk must classify customer data, fill in statistical data in the data handover table, and complete the handover procedures.

3. After receiving the information, the customer service department fills in the after-sales file for filing, timely enters the "customer management electronic file", fills in the "customer return visit management form", and files it according to the customer ID number prompted by the system.

4. All maintenance files must be submitted to the market customer service department within 1 working day. Those who fail to do this will be deducted from the quarterly efficiency assessment. In case of special circumstances, you should explain the reasons to the market customer service department in advance.

Customer tracking return visit process:

1. According to the time when the customer picks up the car, find out the list of customers who need to pay a return visit every day and pay a return visit one by one;

2, level 1 return visit:

7-DC Return Visit: On the 7th day after the customer picks up the car (after the sales invoice date of the vehicle sold by the secondary outlets 10), the customer calls back, fills in the HTY sales 7-DC questionnaire, registers the sales file, and enters the customer management electronic file. Make a daily return visit report after each return visit, and compile a weekly return visit report of 7DC after detailed summary every week, once a month.

3DC return visit: within 3-5 days from the delivery date of customer maintenance, make a telephone return visit to the customer, fill in the HTY sales 3DC questionnaire, register the maintenance file, and enter the customer management electronic file. Make a daily review report for each review, compile a weekly review report of 3DC after summarizing the details every week, and file the analysis report of 3DC review every month. Regular return visit (monthly return visit, annual return visit): one month or one year after the customer picks up the car, call back to the customer and fill in the sales file for filing.

3. Secondary return visit: The customer service department of the market organizes a sampling return visit once a month, and fills in relevant forms for the results of the return visit;

4, level 3 return visit (quarterly return visit):

New car customer: one quarter from the date when the customer picks up the car. The customer information list is provided by the market customer service department to the general manager's office, and the general manager's office conducts a sampling return visit to customers by telephone, and the feedback information is filled in the Record Form of Regular Return Visit and entered into the customer management system;

Maintenance customers: After-sales service department provides information on customers who come into the factory for maintenance every month, and the general manager's office selects large-scale maintenance or large-scale accident vehicle maintenance customers and VIP customers for telephone return visits;

5. Return visit on special date: Visit customers by letter or SMS, such as mailing "New Year Card", "Birthday Card" or sending SMS. ;

6. Warm reminder: timely remind customers of the annual inspection, renewal and payment of road maintenance fees, vehicle and vessel taxes, etc.

7. According to the opinions and suggestions reflected by customers in the return visit, put forward reasonable rectification opinions and suggestions to various business departments. Customer complaint handling process:

Basic content of service work plan II. The quality of after-sales service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance. As the company's after-sales service personnel, I have not formally joined the service team. But I realized that to do a good job, you need a correct attitude, good personal habits and super skills. Therefore, I put forward the following requirements for my work:

First, being good at communication is better than assisting coordination.

On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than poor quality reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers. Improve customer satisfaction questionnaire, strive for customer opinions, and improve product quality and performance.

Second, be good at professional skills and be diligent in on-site observation.

With the continuous development of the coal mining industry and the increasing competition, how to do a good job of after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skill service person, I should be diligent in observation, be good at thinking, communicate with my colleagues, and strive to continuously improve my skill level. Every excellent after-sales service represents customers' further trust in our products.

Third, strengthen skills and common sense and get started in practical work.

In the past workshop practice, I gained some knowledge. At work, it is very important to have a good attitude. Enthusiasm for work and positive habits can narrow the distance between people and facilitate communication with customers. Especially after-sales service, positive thinking and peaceful mentality can promote the improvement of work and the smooth progress of work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.

Fourth, teamwork spirit, do a good job in colleague relations.

Teamwork can create a working atmosphere, make every team member feel a sense of belonging, and help to improve the enthusiasm and work efficiency of team members. Teamwork has achieved "many hands make light work", and teamwork can complete the work that individuals can't do independently. A good team relationship is naturally a good colleague relationship, so that work is work, which is more conducive to the smooth completion of work.

Five, to fulfill the service system, clear three guarantees.

"If you don't follow the rules, you can't be Fiona Fang." Seriously and strictly implement the service system, contact customers in time, deal with problems effectively, and report the work seriously. According to the work order, make clear the service type and fault, and accept the task with the consent of the service department. Service personnel should have a correct attitude after arriving at the mine, deal with problems in time and impart relevant knowledge. If you encounter problems that are difficult to solve, you should report them in time, do a good job of coordination, and solve the problems as quickly as possible. Service personnel should be on call 24 hours a day. If you are in a hurry or sick at home, you should ask for leave from the unit and arrange relevant service personnel to replace you reasonably.

Three guarantees are closely related to the interests of the company, so it is necessary for service personnel to clearly understand the norms and systems of three guarantees. Under the condition of solving problems and ensuring product quality, try to avoid three-guarantee service. For three-package consumables, the "Three-package Application Form" should be filled in carefully and take effect after being approved by the leaders. Before three guarantees, the quality problems should be clearly identified and carefully identified, and feedback to the company in time.

In order to standardize after-sales service, meet users' needs, ensure users' maximum benefits when using our products, improve users' satisfaction and trust in products, and increase the market share of products, as service personnel, we should clarify the service system and work contents, and improve and perfect them. Understand the service process and formulate service standards.

First, after-sales service content

1. According to the requirements of the contract and technical agreement, during the warranty period, all kinds of faults or parts are damaged due to quality problems such as product manufacturing, assembly and materials, and the corresponding spare parts are repaired or replaced for users free of charge.

2. For products beyond the warranty period, quote through the sales center (including spare parts, business travelers, etc. ) and quickly and decisively troubleshoot to satisfy users.

3. If the contract requires installation and debugging, organize personnel to install and debug the products within the specified time, and train the users.

4. Organize regular visits to key sales areas and key customers to understand the use of products and solicit users' opinions on product design, assembly and technology.

5. Promote our products and accessories.

Second, after-sales service standards and requirements

1 After-sales service personnel must establish the concept that customer satisfaction is the standard of inspection service, try their best to serve users, and feel that they are not allowed to contradict and quarrel with users.

2 Actively, enthusiastically and patiently answer all kinds of questions raised by users in service, and impart maintenance knowledge. When the user's question can't be answered, explain it patiently and report it to the after-sales service headquarters to help solve it in time. Service personnel should behave in a civilized manner, be polite to others, take the initiative to serve and establish a good relationship with users. After receiving the service information, you should reply within 24 hours. Need on-site service, to arrive at the scene within the time specified by the customer, and effectively realize the commitment to customers.

Three, after-sales service flow chart

The after-sales service process is an orderly process. Every link in this process should have relevant regulations and implementation measures. From the time of receiving fault or quality information to the end of service, the information must be accurate in order to solve the problem in time and effectively. After solving the problem, we should also deal with the follow-up matters (such as making after-sales records, returning the results, making after-sales investigations, etc.), and form a complete historical record for retrospective summary.