10086 customer service work plan

Writing a work plan is actually an inventory of our own work. Let yourself be clear and understandable. Planning is the starting point for our proactive work. Now I will bring you the 10086 customer service work plan, I hope you like it!

10086 customer service work plan Part 1

Unknowingly, I entered the mobile company and became a member of the big family of Jiefang Road Business Hall. I have been working in the middle school for more than three years. In this ordinary position, I am engaged in ordinary service work day after day, year after year. Since I worked at the front desk, I came into contact with many customers. As time went by, I gradually grew up at work and made certain progress in all aspects. I accumulated a lot of experience in handling business and answering customer questions.

After more than two years, I have also transitioned from working at the front desk to the role of shift leader. For me, the role of shift leader is a completely new field, and I have already taken on this role while adapting and learning. After more than a year, I know that to be a good monitor, I not only need to have a strong sense of responsibility, but also have good communication, coordination, organizational skills, and supervise the completion of various tasks.

The business hall mainly needs to do basic service work and complete various indicators. However, judging from the current situation of our business hall, both the service and the workload are not doing well. This is because our duty monitor has not done a good job. I will reflect on myself and make corrections. Especially starting from this month, we will conduct unannounced visits, which is also extremely important to the monthly performance of our entire department. In order to enable our entire department to achieve good results and honors, we decided to start from the following points:

1. About service. The business hall is a service window facing all customers. It is the image display of the entire company. If we want customers to feel our excellent service, we must do every detail well. Whether it is standing, walking, sitting, or guiding gestures, they must be standardized according to standards. We must use civilized methods when communicating with customers. Use words and use both hands to pass. If there is sufficient time for the above, we will use the time of morning and evening shift meetings to conduct service drills. When conducting business site management, we will remind those who have shortcomings and give corresponding assessments.

2. About business knowledge. The business handled by each customer is different. If you want to accurately and skillfully solve customer questions, you must improve your business level. We will use the morning and evening classes to ask questions about business knowledge to test everyone's mastery of business knowledge, thereby improving everyone's business level and making everyone a business expert.

3. About tasks. Supervise everyone's completion of various task indicators assigned by the company, praise those who have performed well in class meetings and let them share their experiences, and help those who have performed poorly to find out the reasons and ask for timely rectification. If the rectification requirements are not met, overtime work will be performed and corresponding assessment will be given.

I will insist on achieving the above points so that the overall level of all of us can be improved and made progress together.

10086 Customer Service Work Plan Part 2

1. Main business hall management:

(1) Business:

1. At the beginning of the year, the "Business Center Management Measures for 2006", "Salesperson Assessment Rules", and "Business Audit Management Process and Assessment Methods" were formulated to strengthen business management from a institutional perspective and streamline work processes. At the same time, the management system is strictly enforced, comprehensive assessment is conducted, and rewards are based on performance.

2. Strengthen business training, conduct daily questions and weekly tests in the sales center to improve the business level of sales staff.

3. Once a day, use the morning meeting time to conduct business training for salespeople. The copyright of this manuscript is, please log on to the original website to view various relevant business notices of the city company in a timely and quick manner, and make adjustments at any time Measures for handling business operations in the business hall.

4. From July 21, 2006, the electronic form-filling-free service has been implemented at the business front desk, which has realized the transformation of the business work order business.

5. Completed various production tasks assigned by the Marketing Department. At the same time, the verification of customer information and bill mailing and other large-scale modification work for this year were completed with quality and quantity.

(2) Services:

1. On January 24, 2006, the renovation of the main business hall of the Post and Telecommunications Building was completed, and a VIP customer reception room, water dispenser, leisure seats and others were added to the new hall. The self-service facilities try to meet the needs of __ users in terms of service environment.

2. Establish and complete the "Complaint Acceptance Process" to ensure that users at the window follow the principle of first-question responsibility and receive feedback and resolution within the first time.

3. Hold a service quality analysis meeting once a week to summarize the service work regularly, collectively analyze the complaints or business processing cases at the front desk in the past week, make timely rectifications if deficiencies are found, and provide incentives for good practices.

4. Change the way of the morning meeting, from the traditional way of holding meetings to lining up and shouting slogans to encourage the sales staff's fighting spirit and create a good mood for the beginning of the day.

5. Strengthen service etiquette training, study "Henan Etiquette Service Lecture" and "Ogude Etiquette Service Lecture" regularly every month, and conduct training on the salesperson's standing, sitting, walking, squatting and other business Practice service etiquette.

6. Since the beginning of this year, the business hall has implemented a user return visit system, a red flag fall and salesperson selection activities. These measures to improve services have achieved good results for both users and salespersons.

10086 Customer Service Work Plan Part 3

1. Further increase the development of business expansion and group products.

In terms of new business, we will continue to focus on increasing value-added business income and improve the coverage of various value-added services. At the same time, we will accelerate the development of group products such as home-school communication, enterprise information machines, and Sui e-Xing. development intensity. Strive to achieve balanced development of various businesses and achieve new breakthroughs in all businesses.

2. Implement maintenance work effectively.

Cultivate full-service account managers. Further implement the transformation of account managers from pure maintenance to maintenance and marketing. The work of account managers must achieve comprehensive benefits such as maintenance, development, service, publicity, and expansion, especially in the development of group products and group business. The main role of a good account manager.

3. Do a good job in all service tasks and ensure that the overall service level can be greatly improved

1. Business hall services

Based on the specific situation , further improve related processes and service standards such as front desk service standards and service inspection systems, and further clarify the complaint process and assessment methods, streamline internal links,

Strengthen the training and supervision of proactive service awareness, and organize multiple organizations Management personnel held exchange meetings and management training, and enhanced sales staff's awareness of priority service for key customers to improve key customer satisfaction and loyalty.

All service work is customer-centered and based on the customer's personal experience. Only customer satisfaction is the ultimate goal and is also the standard for measuring the quality of our service work. In the process of handling business, we advocate "say more" Just one sentence, ask one more sentence", so that customers can come happily, spend clearly and return with satisfaction. Further improve internal management, strictly implement various business acceptance processes and business regulations, and increase follow-up audits and supervision and inspections. Improve the on-site management of the business hall, correct problems in a timely manner when problems are discovered, and prepare business ledgers, on-site supervision and assessment forms, etc., to assist management and improve services. The service supervisor implements an inspection system for business halls to ensure the improvement of the overall level of the district and county.

2. Complaints:

Organize internal complaint handling and business acceptance processes to simplify internal links and improve work efficiency.

Strengthen learning and training in daily services, business and other aspects to further reduce the occurrence of various business errors, thereby reducing various customer complaints.

Select personnel with high professional level, strong sense of responsibility, and strong communication and coordination skills within each unit to be responsible for internal complaint handling to improve the quality of handling.

Do a good job in supervising the handling of various complaints, further strengthen the internal assessment of various business errors, complaints and processing time limits, and report relevant situations in a timely manner.

Strengthen communication and linkage between relevant internal departments and personnel, and handle special complaints to ensure smooth resolution of complaints. We also analyze and sort out relevant complaints in a timely manner, continuously summarize and accumulate good experiences and practices, and establish an information database for handling complaints and related typical cases to provide guidance and reference for future complaint handling work.

Strengthen the follow-up of handling various complaints, proactively solicit customer opinions and suggestions, and further improve customer satisfaction.

3. Training:

Further improve the business training and examination system, conduct regular business training. Innovate in the content and form of training, using interaction, scenario simulation, Competitions and other forms, the content combines service and business, service etiquette, communication skills, etc.

4. Further strengthen internal management and improve various management, assessment and incentive mechanisms

Give full play to the guiding role of the monthly performance contract, further refine management and quantify various assessments , while making all assessments open, fair, just and reasonable, it can truly play its role in encouraging the advanced and spurring the backward.

Combined with the needs of various business development, continue to deepen the implementation of various forms of business competitions and labor competition activities, further enhance the enthusiasm of various departments and employees for business development, and form comparison, learning, catching up, and helping within the company. , super, and strive to be a good business expert.

5. Actively do a good job in network maintenance and engineering construction

The 20__ project is pre-planned to build __ base stations. The sites are mainly distributed in rural areas to improve coverage in rural and remote areas. Strive to build a high-quality network. In terms of network maintenance, daily inspections and maintenance work are consistently performed.

6. Deepen the reform of human resources and actively promote the construction of corporate culture

Earnestly carry out various infrastructure construction of the company's office building, further deepen the reform of human resources, and put the right people into the right positions ; Do a good job in the annual inspection work in 20__; actively promote the company's corporate culture construction and publicity work; increase safety management, inspection and training work; strengthen the company's publicity and reporting work; conscientiously do a good job in party-mass and trade union work; comprehensively improve comprehensive management ability.

10086 Customer Service Work Plan Part 4

1. Marketing planning and value-added business management

(1) Combining brand strategy to expand user scale

In 20__, the company's user development will be further integrated with the provincial company's brand strategy to achieve the goal of "large-scale development of users and extension of scale benefits". Strengthen brand differentiation and supplement it with corresponding service standards for user development and maintenance. The focus of the work is still on the rapid development of "Global Communications" and "M-Zone" users, and the expansion of the scale of "Shenzhouxing" users. At the same time, the development of the three major brands Specific measures will be taken during the process to avoid brand cannibalization.

(2) Expand the number of value-added business users and their revenue proportion

In 20__, the company’s value-added business work will be carried out around three business development goals, with equal emphasis on quantity and quality to achieve new development of value-added business . Continuing to expand the scale of value-added service users and increasing the proportion of value-added service revenue are the primary goals for the development of value-added services next year; increasing the user scale and usage of SMS, MMS and ring back tones will be the focus of increasing revenue next year.

Drawing on the experience of value-added business promotion and marketing in 20__, various tasks of value-added business in 2008 will be carried out in the form of focused promotion and even distribution, that is, formulating and implementing policies in a rhythmic, purposeful and effective manner. Implement value-added business marketing plans to promote them. In terms of promotion, we will use the experiential marketing platform to carry out user experience marketing and increase business promotion efforts.

(3) Reasonably allocate resources to formulate promotion plans and increase business penetration rate

In 20__, the company will formulate various effective strategies based on in-depth market research and analysis. Marketing plan to further increase business penetration into urban and rural markets; strengthen cost and expense planning and usage management, rationally allocate resources, and find room to increase customer and revenue market share. The branch will also strengthen supervision and control over the implementation of all marketing plans, conduct digital tracking and summary of the implementation of marketing plans, and especially implement closed-loop management of marketing case execution, so that the effects of marketing plans can be truly realized.

2. Strengthen the management of arrears and control the growth of arrears

Further strengthen the supervision of arrears collection, organically integrate the management of user arrears with daily production and operation activities, and implement Full, comprehensive and whole-process management. Continuously improve the user arrears management mechanism and do a good job in the basic work of user arrears management. The main measures include: implementing the implementation details of the management of creditworthy users, strictly reviewing user creditworthiness, and actively and steadily promoting prepayment of phone bills. In accordance with the "Measures for the Management of Arrears Assessment", we will strengthen the arrears management of the business department and collect arrears through multiple channels and methods. At the same time, we will increase the incentives for arrears collection and increase the enthusiasm of arrears collection personnel. In addition, the management system for arrears of various channels and agency points will be further improved.

3. Strengthen the construction and integration of marketing channels

(1) Further increase channel marketing service capabilities, optimize existing channel construction, ensure channel efficiency, and make rural channels and electronics Channels become an advantage. Through the analysis of channel business volume, the channel value is evaluated; at the same time, the "Huangnan Branch Social Channel Management Measures" is strictly implemented to strengthen social channel management and accelerate the construction and integration of channels.

(2) Complete the second and third phases of rural channel construction in accordance with the unified arrangements of the provincial company, and truly achieve "one store in one township (town), one person in each village, and one point in each village" Village-level channel coverage will further increase the construction of rural marketing service channels and improve the rural market development model.

(3) Strengthen communication with various agents and fully increase the enthusiasm of agents. In 2008, the branch channel administrator plans to communicate directly with agents every quarter and improve the service level of agents through telephone communication, regular business training and other methods. Formulate social channel assessment methods to increase the enthusiasm of agents.

4. Strengthen group customer management and promote group information construction

In 20__, the company will aim at "promoting group information construction and enhancing group customer development capabilities", with the number and Pay equal attention to quality, combine development with continuity, and solidly promote two types of informatization models: mobile informatization and industry application solutions using mobile terminals as carriers.

5. Centralized management and layered services to improve customer service levels

The company will stick to mid-to-high-end customers in __, strengthen layered services, and extend service connotation. The specific customer service work plan will be carried out from the following aspects:

The hierarchical development and maintenance of group customers, VIP customers and photo customers will still be the focus of customer work in 20__. Based on the tariff opportunities of brand differentiation, the promotion and implementation of industry information solutions as the highlight, and the exploration of personalized services that differentiate ourselves from competitors, we will maintain customers, attract customers, and develop customers.

2. Network maintenance

(1) Refined management and strengthen daily maintenance work

1. Network maintenance pattern

Based on each The network maintenance personnel of the county branch mainly perform maintenance, and the maintenance personnel are responsible for the comprehensive maintenance of base stations, transmission, power supply, air conditioning and other equipment. It is hoped that the leaders of each county branch will regard network maintenance as the focus of their work, vigorously support the work of local network maintenance personnel, and do a good job in coordination, such as: timely power generation for base stations during daily power outages, and reasonable allocation of personnel so that network maintenance personnel can generate electricity as quickly as possible. Troubleshoot daily network problems without missing a beat.

2. Network indicators

In 20__, our company will increase maintenance efforts and strictly control the quality of project construction. Base stations that are unqualified and have hidden dangers will not be connected to the network. At the same time, the focus of the network should be shifted to basic network maintenance work. Project construction should be precise and the quality of the project should be excellent so as not to put pressure on maintenance work. Increase the improvement of maintenance personnel's network optimization capabilities and build a powerful team. The optimization team ensures optimal allocation of network resources and ensures the smooth completion of KPI indicators at the end of the year.

3. Operation plan

Maintenance work starts from daily work, so it should be carried out strictly according to the maintenance operation plan issued by the provincial company, and completed on time with quality and quantity. The operation plan of the base station is distributed to each sales department to facilitate the discovery of hidden faults and timely resolution.

4. Network inspection

In 20__, the maintenance staff of our branch inspected the base station once a month. In 2008, network inspection work will still be strengthened. Conduct tests on the worst cells and cells with high call drop rates, reasonably adjust the azimuth and pitch angles of the base station antennas, and modify wireless parameters; test the base station power to ensure the normal operation of each carrier frequency.

5. Assessment system

(1) For computer room staff, indicators should be divided into individuals, responsibilities should be assigned to individuals, and assessments should be implemented to individuals.

(2) The sales department should implement the timely rate of base station power outage and power generation, the number of base station outages, the timely rate and accuracy of fault response to each sales department.

6. Computer room management system

Strictly implement various rules and regulations issued by the provincial company: registration system for entry and exit of the computer room, fault reporting system, spare parts system, instrumentation and tool management system, etc. .

(2) Strengthen network optimization work

Facing the pressure of market competition, the network maintenance department must actively adapt to market needs, establish a rapid response mechanism, and improve customer satisfaction.

1. Strengthen traffic analysis, adjust network resources in a timely manner, and realize resource utilization.

Strengthen the data analysis of Internet interworking traffic and inter-network settlement, and understand the market dynamics of competitors and other operators by analyzing the connection rates of incoming and outgoing traffic between different operators. According to changes in traffic, network resources are adjusted in a timely manner to achieve resource utilization.

2. Take improving customer satisfaction as the driving force to improve network quality and strengthen network optimization.

Strengthen the inspection and supervision of the handling of user complaints, effectively reduce repeated complaints about network quality, especially give priority to network complaints from group customers and high-end customers, and improve the trust of major customers towards our company. Satisfaction with network service quality.

Strengthen network optimization work and provide users with good network services. Expand the capacity of partially congested edge networks and individual base stations. Reduce the time limit for troubleshooting, regularly test the network, and adjust the network structure in a timely manner. At the same time, optimization measures are taken to reduce the proportion of the worst cells as soon as possible. In terms of data network optimization, network bottlenecks should be solved through reasonable configuration of data channels and other measures to improve GPRS network download speeds.