Company customer service work plan and objectives

Time goes by and never stops. We will continue to write new poems and start a new journey. It's time to start writing a plan. The following are five articles I collected for you about the company's customer service work plan and objectives. I hope I can help you.

Work plan and target of customer service of the company 1

In order to better carry out customer service work and summarize the service work of last month, the customer service department has formulated the following work plan for next month according to the Customer Service Work Manual and the relevant regulations of the company.

I. Guiding ideology

Guided by the _ _ _ _ documents issued by the company, aiming at improving service quality and taking customer satisfaction as the standard.

Second, the work objectives

1, do a good job in pre-job training, correct service attitude and improve the professional level of employees. Mainly carry out Putonghua training, smile service training and civilized language training.

2. Carry out in-depth customer satisfaction survey, and conduct investigation through letters and visits, return visits, etc. , in view of the problems found, make corresponding rectification, and strive to improve service quality.

3. Set up a vanguard model post in party member, give play to the exemplary role of party member, and improve the service quality.

Third, requirements

1. All employees must study hard in strict accordance with the company's requirements, improve their work standards and business level, and effectively promote customer service to a new level in the second half of the year.

2. Every employee should make his own personal work plan for the second half of the year, with high standards, practicality and earnest implementation.

3. Other matters will be notified separately by the company.

First, why do you want to write a work plan: 1, planning is an effective means to improve work efficiency. There are two forms of work: one is passive work (fire fighting work: dealing with disasters and mistakes as soon as possible); The second is active work (fire fighting: foreseeing disasters and mistakes, planning ahead and eliminating mistakes). Writing a work plan is actually an inventory of our own work. Make yourself clear, make yourself clear. Planning is the starting point for us to work actively. 2, planning ability is the embodiment of the management level of cadres at all levels. Personal development should focus on long-term career planning, which is particularly urgent for a growing enterprise and organization with increasing personnel. When the business is small, you don't have to write a plan. Because there are not many problems in the enterprise, communication and coordination are relatively simple, and only a few leaders are needed to solve the problems when they are found. However, the bigger the enterprise, the more people, the more departments, the more problems and the more difficult communication. At this time, the leadership energy is limited. The importance of planning is reflected. 3, through the work plan to become passive and other things become automatic and spontaneous (personal drive system drive)

Second, how to write a good work plan: how can we do a good job? Summarizing the speeches made by everyone at the meeting and some later speeches, the main purpose is to write out the four elements of the work plan. Four elements of the work plan:

(1) Work content (what to do: what)

(2) Working methods (how to do it: how to do it)

(3) Division of labor (who will do it)

(4) Work progress (appropriate completion time)

Third, how to ensure the implementation of the work plan: the purpose of writing the work plan is to implement it. Execution is not what people usually think. My plan has been taken out. Execution is the business of the executive. If something goes wrong, it is also the level of the executives themselves. Poor implementation, or inability to implement, has a lot to do with the plan. If we didn't understand the reality at first and didn't do enough investigation and understanding. Then the plan itself will lay a hidden danger for the subsequent implementation. By the same token, whether our plan can be really implemented is not only a problem for the executives, but also a problem for the people who make the plan. In addition, the work plan should be adjustable. When the implementation of the work plan deviates from or goes against our purpose, it needs to be adjusted, not planned for the sake of planning. Finally, the revised work plan should be reviewed and signed by enterprise leaders, and be responsible for subsequent implementation and inspection.

Corporate customer service work plan and goal 2

First, further increase the proliferation business and product development of the Group.

In terms of new business, we will continue to focus on increasing the income of value-added services, focusing on improving the coverage of various value-added services, and at the same time accelerate the development of group products such as home-school communication, enterprise information machine and E-bank. Strive to achieve balanced development of various businesses and new breakthroughs in various businesses.

The second is to conscientiously implement the maintenance work.

Cultivate a full-service account manager. To further implement the transformation of account managers from simple maintenance to maintenance marketing, account managers should realize comprehensive benefits such as maintenance, development, service, publicity and expansion, especially in the development of products and business of the group, and give full play to the main role of account managers.

The third is to do a good job in various services to ensure that the overall service level can be greatly improved.

1, business hall service

Combined with the specific situation, we will further improve the relevant processes and service standards such as the front desk service specification and service inspection system, further clarify the complaint process and assessment methods, and straighten out the internal links.

Strengthen the training and supervision of proactive service awareness, organize management personnel to hold exchange meetings and management training, and enhance the awareness of business personnel to give priority to big customers, so as to improve the satisfaction and loyalty of big customers.

All service work is customer-centered, with the personal feelings of customers as the starting point. Only customer satisfaction is the ultimate goal, and it is also the only standard to measure the quality of our service. In the process of handling business, we advocate "talking more and asking more questions", so that customers can come happily, understand their consumption clearly and return satisfied. Further improve internal management, strictly implement various business acceptance processes and business regulations, and intensify follow-up auditing, supervision and inspection. Improve the on-site management of the business hall, correct the problems found in time, do a good job in business accounting and on-site supervision assessment form, and help the business hall manage and improve services. Service supervisors carry out inspection system for business halls to ensure the improvement of the overall level of districts and counties.

2. Complaints:

Sort out the internal complaint handling and business acceptance processes, simplify internal links and improve work efficiency.

Strengthen the study and training in daily service and business, further reduce the occurrence of various business errors, and then reduce various customer complaints.

Select personnel with high professional level, strong sense of responsibility and strong communication and coordination ability in each unit to handle internal complaints and improve the quality of handling.

Do a good job in supervising all kinds of complaints, further strengthen the internal assessment of all kinds of business errors, complaints and handling time limits, and timely inform the relevant situation.

Strengthen the communication and linkage between relevant internal departments and personnel, and handle special complaints to ensure the smooth resolution of complaints. And timely analyze and sort out relevant complaints, constantly sum up and accumulate good experiences and practices, and establish a complaint handling and related typical case handling information base to provide guidance and reference for future complaint handling.

Strengthen the follow-up of all kinds of complaints, actively solicit customers' opinions and suggestions, and further enhance customer satisfaction.

3. Training:

Further improve the business training and examination system, and carry out business training regularly. The training is innovative in content and form, such as interaction, scenario simulation and competition, and the service is combined with business, service etiquette and communication skills.

Four, to further strengthen internal management, improve the management, assessment and incentive mechanism.

Give full play to the guiding role of the monthly performance contract, further refine the management and quantitative assessment, make the assessment open, fair, just and reasonable, and truly play its role of encouraging the advanced and urging the backward.

According to the needs of business development, we will continue to deepen various forms of business competitions and labor competitions, further enhance the enthusiasm of all departments and employees for business development, and form a good atmosphere within the company to compete, learn, catch up, help, surpass and strive to be business experts.

Five, actively do a good job in network maintenance and engineering construction.

In the 20__ year project, it is planned to build _ _ base stations, mainly distributed in rural areas, improve the coverage of rural and remote areas, and strive to build a boutique network. In terms of network maintenance, we will always do a good job in daily inspection and maintenance.

Six, deepen the reform of human resources and actively promote the construction of corporate culture.

Do a good job in the infrastructure construction of the company's office building, further deepen the reform of human resources, and arrange the right people to the right posts; Do a good job of annual inspection for 20__ years; Actively promote the company's corporate culture construction and publicity; Strengthen safety management, inspection and training; Strengthen the publicity and reporting work of the company; Earnestly do a good job in the work between the party and the masses and trade unions; Comprehensively improve the comprehensive management ability.

Company customer service work plan and goal 3

Taobao is doing business every day, so it is very important to stick to it. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. "It's not your fault that business is bad, it's your fault that you are idle." This is my little suggestion. Oh, don't be accused of screwing around without doing a good job.

First, get up early (1 hour)

Get up at 8 o'clock every morning and surf the internet at 9 o'clock on time. As the saying goes, a day's plan lies in the morning. The early bird catches the worm. Be sure to prepare a nutritious and delicious breakfast for yourself in the morning. Your body is the capital of the revolution. Don't hurt yourself day and night for Taobao.

After eating, you can insist on doing ten minutes of exercise to consolidate Taobao's protracted war. Because doing online shop customer service should be the same as going to work every day, you can't say that you can get up later if your business is not very good in the morning, and you will develop the habit of sleepiness over time. Even if there are bills in the future, you don't want to get up. Do you know what Taobao lacks and needs most? It is time.

Second, tidy up and check your own shop (1 hour)

Check your online store for at least half an hour every day, read more and more, see what the store still lacks, what needs to be modified, and see if the window space used is full. If it's not full, fill it up. Do you have any treasures to put on the shelves, miss any orders that haven't been delivered, and actively destroy others'? There are still waiting comments, please give them a positive comment. These jobs look small. When you are busy with business, they will lighten your burden, so you won't be in a hurry.

Third, visit more, see more and show more (1 hour)

Spend at least an hour and a half visiting Taobao community every day to learn and exchange experiences, reply to Taobao friends' posts attentively, and learn how others' best posts are written. As a reference, you must sign up for any activity in the community immediately. Popularity is always the main driving force for your store to catch fire.

Fourth, the essence of the original post (2 and a half hours)

Stick to at least one original post every day. Not much, but it must be refined. The quality of your post is not good, which is not your fault. After all, the number of elite positions is limited. I didn't choose you this time. As long as you work hard and keep writing, it's your turn next time! The traffic brought by the essence post is tens of thousands. Once your post is refined, your store will be popular in a few days. In the long run, the next millionaire will be you.

Five, peer learning (1 hour)

Visit our peers' shops more, see how others do it, compare our own shops, learn from each other's strengths, find out the shortcomings of our shops in time and make corresponding adjustments.

Intransitive verbs actively seek customers (2.5 hours)

This is the principle of casting a wide net mentioned in the last post. Customers don't wait for the door. They want the Lord to find them. They must find the opposite sex. This point has been introduced in detail before, so I won't go into details. Taobao is also a must-see place, where many people are looking for things. If you are looking for the related products you operate, you will know what to do!

Seven, advertising time (2 hours)

If you want to make Taobao bigger and stronger, it is not enough to rely solely on Taobao. You must go to the mountainous area, find more customers outside, go to major forums and search engine Baidu Google to promote your advertisements everywhere. After a long time, the effect is quite obvious, and it is a lifelong enjoyment, which will lay a solid foundation for your future business!

Eight, gangs, groups (1 hour)

There are too many gangs and groups, and sometimes it looks dizzy. There's no harm in adding more anyway. You added more gangs. The scope of activities has also expanded. Propaganda is naturally more in place.

Corporate Customer Service Work Plan and Objectives 4

Modern enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. The newly established working group with customer service department as the call center has made a series of achievements and found a series of problems with everyone's support and help. In order to better carry out the next stage of work and successfully overcome the sales failure after the year, according to the relevant regulations of the department, the plan is as follows:

First, clear the guiding ideology.

To improve service quality and customer satisfaction as the standard.

As the name implies, as the customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition. Whoever has more stable customers has more development potential in the market. Therefore, we should establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.

Second, make work plan objectives.

Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.

The first is the short-term goal:

1. Consolidate and maintain existing customer relationships.

2. Discover new customers (potential customers, potential demands).

Early goals can be achieved in the following ways:

1. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest travel trends of customers.

2. Select customer groups regularly and conduct targeted home visits and promotions.

In order to better carry out the customer service work in the second half of the year and summarize the service work in the first half of the year, the customer service department formulated the work plan for the second half of the year according to the Customer Service Work Manual and the relevant regulations of the company.

Third, the guiding ideology

Guided by the documents issued by the company, with the aim of "improving service quality" and "customer satisfaction as the standard".

Fourth, the work objectives

1, do a good job in pre-job training, correct service attitude and improve the professional level of employees. Mainly carry out Putonghua training, smile service training and civilized language training.

2. Carry out in-depth customer satisfaction survey, and conduct investigation through letters and visits, return visits, etc. , in view of the problems found, make corresponding rectification, and strive to improve service quality.

3. Set up "party member Pioneer Model Post" to play the exemplary role of party member, thus improving the service quality.

Verb (abbreviation for verb) requires

1. All employees must study hard in strict accordance with the company's requirements, improve their work standards and business level, and effectively promote customer service to a new level in the second half of the year.

2. Every employee should make his own personal work plan for the second half of the year, with high standards, practicality and earnest implementation.

3. Other matters will be notified separately by the company.

Company customer service work plan and goal 5

With the coming of 20 years, the work plan of customer service department will continue to adhere to the company's service concept of "customer first, be polite to others" and carry out customer service work. Through more than one year's charging work, the methods and skills of customer service staff have been improved. In the 20 years of customer service work, charging is still the main focus of this department. And through the following specific measures, the implementation of the collection of fees:

1, refine and improve the dunning work.

① Establish and implement new measures to urge fees.

In the first stage, a new reminder system is developed. Let the tenant have a psychological adaptation. Therefore, it is loose to allow tenants who are in arrears for two months or more to be approved by the company and given power outages or power outages according to the seriousness of the circumstances. In this way, merchants who often default on fees will not develop the bad habit of defaulting on fees.

The second stage; After the adaptation period, the department began to implement the principle of clearing the monthly expenses of large debtors (tenants with arrears in the current month), so as not to allow merchants to take advantage of it.

The third stage: our department strictly implements the above measures for merchants, and plans to keep the monthly rate above 93% next year.

(2) according to the regulations, the implementation progress.

After the launch of the new dunning system, we will focus on implementation and try to collect all fees in the current month. Remind for the first time on the 5th of each month; Communicate and remind for the second time every month 10 day; Communicate and remind for the third time on June 5438+05 every month, and distribute power outage letter and breach letter on June 5438+05. On the 20th, if the tenant who is in arrears with the rent is approved by the company, it will be cut off or shut down according to the seriousness of the case.

(3) Responsibility lies with people, giving full play to subjective initiative.

Continue to adopt the guiding ideology of responsibility to people, give full play to the subjective initiative of employees, communicate with tenants more, and solve the difficulties and problems encountered by tenants in time.

(4) Centralized solution by classification.

In view of the arrears of different tenants, the department manager will take the lead in negotiating with the main stores, function stores and businesses with bad attitudes one by one to ensure the smooth completion of the charging work.

The estimated monthly rates for 20__ years are as follows:

2. Strengthen communication with merchants and give full play to departmental functions.

Strengthening communication with merchants and giving full play to the window function of the department will still be one of the priorities of the customer service department in 20 _ _ _. In the 20__ years of work, the customer service department will continue the service concept of "customer first, treat each other with courtesy", feed back the needs of merchants to various functional departments in time, and solve the unexpected needs of merchants in time. To this end, the customer service department has continuously strengthened the quarterly property service survey and on-site customer service.

3. Improve the internal work of the department.

(1) continue to strengthen staff training and train reserve cadres for the company.

Continue to strengthen departmental business skills training in 20__ years. Strengthen the training of employees in three aspects. First, train the practical operation flow of the procedures for the entry and closing of merchants; The second is to train the on-site management of emergency handling; The third is the training of on-site supervision of decoration shops. The purpose of training is to make employees grow up and become independent as soon as possible, and lay a solid foundation for the company to train reserve cadres.

(2) Strengthen the team building of departments and enhance the cohesion of departments.

Most of the work in modern enterprises is done by various teams. Therefore, the working atmosphere and cohesion of the team have a far-reaching impact on work performance. Mobilizing the enthusiasm of department employees requires leaders to set an example in contemporary management and play a leading role in the team. When working as an administrator, we should be people-oriented, praise more, find more advantages of employees, arrange work according to each employee's own advantages, give full play to the potential of employees, and then improve the work efficiency of the team. Make the work of customer service department smoother, thus enhancing the cohesion of the department.

In the new year, we will adhere to the company's principles and policies! March towards a better tomorrow!

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