Customer service work plan

Four model articles of practical customer service work plan

Time flies. Inadvertently, we will usher in new joy and new harvest. It's time to take the time to write a plan. How to write a plan so as not to become a mere formality? Here are five customer service work plans I have compiled for you. Welcome to reading. I hope you will like them.

Customer service work plan 1 1, [reception]

Sincerely face every customer who comes to consult, and let customers feel your sincerity with a friendly attitude and smiling face.

Answer customers' questions quickly and accurately, try not to keep customers waiting for too long, and don't jump to conclusions about questions you don't understand, but ask for internal confirmation before answering customers! Don't exaggerate the letters such as product functions, so as to avoid the gap between customers after receiving the goods.

2.[ Payment Notice]

Suggestion:

A. Prepare an information notice: "Since we have placed an order, the system will keep the order for 3 days. It is recommended that you pay the next payment at your convenience. If you have any questions, please feel free to contact our online customer service. "

B. Telephone notification: Polite words must be in place to avoid misleading and harassing calls. Know the reason for not paying first, and then know the payment. We can properly promote our brand, consolidate the payment and deepen the brand impression. For example, "it's rare to come to our home, thank you for your support." The current purchase price is our pilot/special price, but our quality is also guaranteed ... "

3.[ Return visit/leave a message]

After the transaction is successful, it is suggested to write some targeted messages with Want Want. For example, this time we cleared the warehouse: "Dear, there is a 30% discount on the clearance activities in our store at present. Except for the special price, all other goods are above 100, which means that 20 activities are reduced. Welcome to buy! " There is really no movement, then take other measures: for example, call back old customers! Please call back for after-sales problems. Also, every time I sell special clearance products, I will give some warm tips: "Let me make it clear to you first. We have cleared these special items, and we will try our best to exchange them with you within the scope of exchange, but it is not suitable for return. " Try to reduce some after-sales work.

4.[ Register Friend Information]

In order to complete the order faster and provide more intimate service, I will register the customer's information: height, weight and purchase information in my friend's notes or backstage orders. "I have added my parents as friends. My parents' height/weight and dress information have been registered. Remember to contact Xiaoqing for the next consultation. It will be thoughtful to provide services for parents. In addition, you can know which brand customers usually wear, analyze the consumption grade, and recommend it!

5. [Register for Daily Diary]

If the customer is temporarily out of stock, it needs to be notified when the new model is put on the shelves, and a document should be established for registration: id, currency and code to be notified, etc. Call the customer as soon as the goods arrive, and you can write a new model in concise language to inform the customer to buy.

There are usually orders to be tracked, such as unknown logistics information, or the goods are out of stock and cannot be contacted.

6.[ Check]

Refresh the plan every day and the day after tomorrow to understand the sales situation. And check which ones need to be forwarded to other couriers, contact customers or leave messages for customers.

7. In my spare time, I will try my best to get information about other stores, especially famous brands. Consolidate your internal and external knowledge.

As we all know, the 4S stores in xx have mushroomed, and people's consumption concept is becoming more and more rational and mature, and the requirements are getting higher and higher. Half a year has passed in a blink of an eye. Over the past six months, we have seen the cruelty of market economy, as xx Yusen Automobile.

Sales Co., Ltd. is also experiencing the severe test of the market, but the after-sales department of xx where I work has withstood the pressure and completed all the tasks in the first half of the year with the joint efforts of company leaders and all cadres and employees.

The following is my analysis report on the performance of our department in the first half of 20xx:

I. After-sales service of xx

The year-end task of xx after-sales in 20xx is xx million. By the end of June 20xx, our actual output value was RMB xx, accounting for xx% of the annual plan, which was basically consistent with the forecast at the beginning of the year.

Among them, the total number of units entering the factory is xx, and the total working time of the workshop is xx (machine maintenance: xx, sheet metal: xx, paint: xx). Our spare parts sales amount is xx yuan, including material cost (excluding tax) xx yuan and material gross profit xx yuan, which accounts for xx% of the annual spare parts task.

Second, property maintenance costs.

In order to strictly control the cost, our xx after-sales department has formulated a set of complete property equipment maintenance system, regularly inspect all property equipment, find problems and solve them in time to avoid the problems from small to large, resulting in greater losses. Therefore, in the first half of the year, the maintenance cost of our xx after-sales property equipment was only xx yuan, which was a joint effort of all of us, Qi Xin, to make the property maintenance cost not exceed the standard, and it was also economical.

Third, the status of human resources

At present, many companies have problems such as high personnel mobility and human resource allocation. After I sold out of xx, all the staff were xx, including xx managers and xx employees (except the manager, xx receptionists, xx mechanics, X painters, X storekeepers and cleaners). The above personnel do not include interns. After my xx is sold, I also face the problem of shortage of personnel in key positions. Therefore, in the second half of the year, we will continue to strengthen the training and leadership of employees in all aspects, and cultivate and explore new talents from within the enterprise to better serve the company.

Problems existing in the first half of 20xx and work plan for the second half;

1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

Secondly, in the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of xx after-sales. The receptionist's every move represents the image of the after-sales department of xx, so we will establish a good image for the after-sales department of xx and even the enterprise, which will be recognized in the eyes of customers, so that our enterprise can continue to grow and develop.

Thirdly, from the point of marketing strategy, the after-sales department of xx has some shortcomings in maintaining loyal customers in the first half of the year, and there are also some losses while increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".

Fourth, price rationalization. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.

Five, in the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As a xx after-sales, we should save on hospitality and daily necessities.

Six, strengthen 5S management, adhere to the regular maintenance of mechanical equipment, timely find damaged or abnormal equipment and repair, so as to improve the overall operation efficiency of the workshop and reduce costs.

In the face of Shanghai GM's unannounced visit to our company, we should strive to build a United, harmonious and cohesive team. When something happens, everyone must think in one place and work hard in another. We will work together to find ways and take measures to solve problems and tide over difficulties.

Finally, please rest assured that the after-sales department of xx will ensure the annual work tasks and strive to overfulfil the work tasks assigned by the company in 20xx.

Customer service work plan 3 i.i. I love and respect my job.

Customer service staff, I "don't make simple things simple". Treat everything at work, encounter complicated trivial matters, and work hard 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.

Third, love work.

I love my job very much. I will work hard in the future and do my best for the development of the company!

(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 customer return visit maintenance, pay weekly return visits to key customers, pay 1~3 return visits to five-star customers every month, and keep telephone return visits to other customers every month. 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 users above Samsung during Yuanxiao. 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). Calls 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.

Customer service work plan 4 This work plan of the property management customer service department has made a work plan for itself mainly from the aspects of improving service quality, standardizing front desk service, standardizing service process and making property management professional. Click to view the full text for details.

The busy 20xx year is coming to an end. Looking back on the work of the customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a commission system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings, and the first sentence should be "Hello". Tianyuan property XXX people are at your service at any time. " The receptionist must stand up and serve. Whether the company leaders or owners pass the front desk, they should say hello, which not only enhances the image of the customer service department, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

The above is the work plan of the property management customer service department, hoping to help you better! !