How to write the work plan of the after-sales department

1. How to write the work plan of the after-sales department

1. Improve the customer conversion rate.

1. Improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge the customer's purchasing tendency and purchasing ability, filter out customers who are insincere and have no potential purchasing ability, and retain potential customer information and pass it on to sales.

2. Cooperate well with sales. When visiting customers back, for those customers who are interested but have not been contacted by sales, the customer information will be sent to the sales manager again and the information on the return visit will be attached to provide timely feedback and remind sales to contact them.

2. Comprehensively answer customers’ questions.

Customers will communicate with 60 people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to shorten the distance with customers, I hope to learn some knowledge that customers care about through my own study and communication with relevant sales colleagues during my work next year, such as bidding, contracts, payments, shipments and other sales-related matters mentioned by customers. link matters.

In the communication with customers, customers will mention the knowledge of offline market. When it comes to customer service work, I think that I do not understand the market situation of product offline and cannot deal with it well. Customer problems. In my work next year, if possible, if it involves my work scope, I hope that I can connect with the corresponding product manager and give me some support at work.

3. Focus on improving your own online marketing capabilities.

First of all, you need to start by receiving online customers. When the marketing department and back-office colleagues do not have time to receive target customers, the network department can receive the target customers and help them explain the products. Especially when customers from the Internet come to the company to view equipment, strive for the network department to independently receive the target customers. This requires knowledge of the main products promoted by the network department and understanding of the basic market conditions of the products, such as adjustable LED light power, CO2 treatment device, semiconductor hair removal, hydropower, and 308 excimer treatment device. Next year there will be a focus on strengthening knowledge about these products.

4. Avoid obstacles in checking the order information.

When receiving inquiries from target customers, record the customer’s unit name and installation location. Among all consulting customers this year, 993 customer unit names have been fully recorded, accounting for 68% of all customers. Next year's work will strive to increase this ratio to 85 to facilitate order matching.

2. How to write the work plan of the after-sales department

(1) Create a "service image". Strictly implement the company's rules and regulations and use civilized language when communicating with customers; be honest and do not promise customers lightly; things must be done and done well; details must not be ignored; strict attention must be paid to clothing, appearance, gestures, etc. ,

(2) Change the concept of service and change "I want to serve" to "I want to serve." Earnestly study the company's various system processes and business processes related to quality in order to respond to various quality issues raised by customers at any time. With the attitude of "learn more, communicate more, and be proactive", go deep into the reception of quality complaints. , communicate with customers, handle customer complaints immediately, and other tasks, and at the same time provide customers with three quality guarantees (guaranteed repair, guaranteed replacement, guaranteed refund)

(3) Enhance the sense of responsibility and enhance service awareness , team awareness. Actively and proactively implement the work on point and implement it to reduce service timeliness. When receiving customer quality complaints, they should deal with them immediately to reduce customers' complaints due to our company's quality problems and minimize unnecessary losses. , bringing greater benefits to customers and the company, and at the same time, customer quality complaints must be closed within three days. Always adhere to the attitude of asking if you don’t understand and learning more if you don’t understand. Cooperate more with colleagues and report more work situations to leaders to better complete your job. At the same time, you can also enhance your teamwork skills to better serve customers. .

(4) Each received customer complaint should be reported immediately to the relevant production department (responsible department) in accordance with the customer quality complaint handling regulations (WI-xG-S6), and a customer complaint handling form should be filled in at the same time. Report and formulate corrective and preventive measures for quality complaints. Conduct statistical analysis of customer complaints every week to better identify quality issues. At the end of each month, customer complaints will be reported to superiors in the form of monthly reports and sent to relevant departments.

3. How to write the work plan of the after-sales department

(1) Express tracking

① Check the express logistics and call the corresponding inquiry Please write down the parcel number, write down the express customer service number, and provide the logistics order number that the other party needs to check to inquire about the situation you need. After the inspection, the processing results must be promptly replied to the customer and a note should be made on Taobao, indicating the inspection date, inspection customer service number, processing results and customer service for other customer service to check. For example, if you contact the employee number xx on 6-28 to change the address, the address has been changed.

② Breakage and loss report: After the logistics customer service confirms that the package is damaged or lost, details will be submitted to the logistics company in the form of a report. The report requires a copy of the transaction details, a copy of the express delivery receipt, a copy of the sender's ID card, a copy of pictures of damaged clothes, and marking the delivery date, delivery area, logistics order number, delivery result, treasure amount, and customer service for checking the goods Job number,

Example: 19shop shipped from Hangzhou to Beijing on June 28. The tracking number xx was damaged during delivery. The value is RMB xx yuan. Please contact the job number xx for verification!

After submitting the report, register the contents in the damage register: report date, logistics order number, package status, logistics inspection customer service, product price, product model number and processing customer service.

Example: 6.xx (damaged) job number xx price xx yuan (item number xx).

(2) Return and exchange processing

Exchange or return caused by the buyer being dissatisfied with the product. The operation steps are as follows:

①Return details: After receiving the items that need to be returned, the warehouse staff will unpack, inspect and register the return details form for the items received. Note: Packages after 4 pm on the same day and packages on the next morning will be sent to the after-sales service around 3 pm the next day for processing.

②After receiving the return details form sent by the warehouse staff, we will process it one by one according to the customer's requirements. There are generally two processing situations:

1. Exchange. When you receive the postage for exchange, you can exchange it out according to the customer's request in the E-store treasure; if there is no postage, you can use Want Want messages, text messages and phone calls to notify the customer to pay for the postage; in special circumstances (quality problems), you can exchange it out for free.

2. Refund. Received the baby brand new, it will not affect the second sale, we can notify the customer to apply for a refund. The refund status must be selected as the product has been received and the product needs to be returned.

Status after the buyer applies for a refund. Current refund status: The refund agreement is waiting for confirmation by the seller. Check whether the refund amount is correct: the correct point agrees to the refund application; the incorrect point rejects the refund. Request and contact buyer for repair. If you cannot refuse a return without reason within 7 days, you can first click to confirm the refund agreement. After the purchase enters the return status, click to reject the refund agreement to notify the buyer to modify the refund agreement as required. Status after agreeing to refund application, current refund status: Refund agreement reached, waiting for buyer's return. Notify the buyer to perform the return operation and enter the return courier number to the seller.

Status after rejecting the refund application, current refund status: The seller does not agree with the agreement and is waiting for the buyer to modify it. Notify the buyer to modify the refund agreement as required.

Status after the buyer returns the item, current refund status: The buyer has returned the item and is waiting for the seller to confirm receipt. After confirming receipt of the goods, send it to the finance department to confirm the refund

3. After-sales registration. After-sales customer registration is carried out in the E-Dianbao system. Customer-after-sales registration is recorded according to the actual situation. The registration categories include problem source, customer rating, handler, problem type, processing status and processing result.

(3) Evaluation processing

Evaluation processing can be contacted and changed through Aliwangwang, phone, text message and email.

Telephone contact is the best way of communication.

Processing process for medium and negative reviews:

After the medium and negative reviews appear, copy the evaluation content into the Taobao remarks column and note your name, and turn the flag purple. Register the information related to the evaluation into the negative evaluation processing form.

Analyze the buyer’s needs, requirements, and attitudes based on the buyer’s evaluation content.

If the buyer is dissatisfied with the clothes, they can return or exchange them as long as the clothes are brand new and will not affect secondary sales. If the buyer has a bad attitude, you can apply to your supervisor for free returns and exchanges to minimize postage expenses; if the clothes affect secondary sales (worn or washed), you can help him apply for VIP, give him a gift or free shipping for his next purchase, etc.

After contacting, please note the contact date, processing progress and customer service in the remarks column. Terms for negative reviews:

Seller: Hello, is this Ms. XX (Mr.)? Buyer: Yes

Seller: I am XXXX (online store name) from Taobao. , you purchased XX product from us before, do you still have any impression? Buyer: I remember it, yes

Seller: Haha, first of all, thank you for purchasing our product. I saw the evaluation you gave us today, and I will do some after-sales service for you. Are you worried about our products or dissatisfied with our services? (Find out where the problem occurs)

Conclusion of negative reviews

Seller: Thank you . Evaluations are very important to us. Could you please modify them for us? We will definitely give you a preferential price next time you visit.

Buyer: I will not modify the evaluation

Seller: Contact our customer service after you go online, and we will teach you how to modify it. Buyer: OK

Seller: Thank you very much!

Use Want Want to leave a message to the buyer to modify the evaluation. If you still don’t know how to operate, you can communicate by phone.

(4) Customer maintenance

Develop potential loyal buyers

1. Taobao gives all sellers a valuable asset. That is, when users become your buyers, Taobao cannot take back these buyers. They will become your own assets, and the quality of your maintenance will directly affect whether they will continue to purchase your items in the future.

2. The sales generated by loyal buyers can usually reach a certain proportion. Therefore, for buyers who have purchased your items before, in addition to doing a good job in the first transaction, they must also do a good job in subsequent maintenance to make them become your loyal customers.

3. Regularly send targeted emails and popular messages to buyers that are of interest to them. Be careful not to post too frequently, otherwise it may be regarded as spam. In addition, the items promoted must be attractive!

4. Set loyal buyers as your VIP buyer group. Develop corresponding preferential policies in the store, such as allowing them to enjoy discounts on new products, etc.

5. Visit customers regularly and care about them by calling, asking for help or emailing. Establish good customer relationships with them and also get good opinions and suggestions from them.

4. How to write the work plan of the after-sales department

1. Guiding ideology

1. As the main channel for subsequent communication with customers , the customer service department plays an important role, including collecting customer data, monitoring service products, and maintaining customer relationships, which are all customer service tasks. With the purpose of "customer-centered" and the goal of "customer satisfaction", we strive to provide good customer service; establish a quality service image, improve the level of after-sales service management, establish a professional team, and improve after-sales service to a new level. height and level.

2. Focusing on the company’s annual production and sales target of xx million units in 20xx, we need good service support. We need to build a young, knowledgeable and professional team that can endure hardships and are full of energy. We need a set of management tools to manage this The effective management system and assessment system of the team should give full play to the advantages of service personnel on the front line of the market, collect advanced technical information and potential customer demand information in the industry, and provide timely feedback on external quality information and rationalization of multiple mentions. It is recommended to create a good "window" image and firmly establish the concept of "service marketing".

2. The overall work idea of ??the department

In accordance with the requirements of work objectives and the principles of quantification, quantification and assessment:

1. Extend service functions and do A full range of services including pre-sales, sales, after-sales and information feedback.

2. Shorten the service process, avoid multi-head services, and achieve one-stop service of "just dial the call and provide service to the end".

3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.

4. Based on product sales and distribution areas, gradually increase the number of patrol service personnel and shorten the service arrival time.

5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen users’ confidence in purchasing again.

6. Conscientious implementation of the company's policies is a must for after-sales work. Past results must be maintained. Any contradictions discovered during the operation of the service system shall be subject to the company's goals.

7. Build the quality of the service system, resolutely implement service-related management systems, establish detailed indicators for the work of internal and external service personnel, and add monthly work summaries, service process records, etc. in addition to the existing assessment content. , implement internal training.

3. Work objectives

1. The customer return visit rate during the warranty period is 100.

2. The service satisfaction rate is above 98%.

3. The accuracy rate of accessories shipment is above 98%.

IV. Personnel requirements

1. Improvement of staffing; with the development of customer service work, department staffing needs to be improved.

2. Improve the internal customer service process, management training, and related management systems; including a description of the main contents of the customer service department; customer service center employee codes; customer service job responsibilities; return visit system; formulation and development of customer complaint/complaint system implementation.

5. Customer information management

1. Management of customer information: Customer information requires detailed registration of each customer’s complete information by region, and daily maintenance work is done, and the sales department Maintain good communication, and make timely changes to customer addresses, phone numbers, person in charge, etc.; information about parts suppliers must be accurate to facilitate the after-sales work of the company and customers.

2. User information management: All after-sales receipts returned by customers are entered into the system to facilitate search, statistics, and analysis.

3. Product quality information management: Collect customer feedback on various product complaints, do a good job of classifying, sorting, and analyzing them, and submit them to the relevant departments of the company for processing in a timely manner.

4. Accessories quality information management: After-sales warehouses should do a good job in feedback of accessory quality information, focusing on important parts such as: motors, controllers, rear axles, differentials, frames, front shock absorbers, etc. Monitor the data of rim welding, etc., classify, organize and analyze abnormal information in a timely manner and report it to the quality inspection department to prevent batch accidents.

6. Strengthen customer training and monitoring work

1. Tour service personnel will evaluate the after-sales capabilities of dealers with low maintenance skills or newly developed dealers in their responsible areas, and conduct on-site Provide technical guidance or regularly organize training in the company to improve maintenance skills and enhance product expertise; communicate with customers in a timely manner and explain in detail the company's new products and technologies.

2. For customers who do good after-sales service; guide and help customers to establish independent after-sales service stores to independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.

3. Strengthen the supervision and inspection of customer after-sales service work. If it does not comply with the company's regulations, corrective guidance must be provided. If serious violations are discovered, it must be reported to the customer service department in a timely manner. According to the relevant provisions of the "Dealer Contract" Take appropriate sanctions.

7. Complaint Management

Customer complaints that arise during the service process should be reported to superior leaders in a timely manner and the actual situation should be recorded in detail. And organize it and submit it to superior leaders in a timely manner for processing; and strictly follow the customer complaint handling process. Respond to and assist various departments in handling complaints. When the incident is handled, organize the complaint form and various handling documents and file them for record.

8. Customer Service Staff Training

With the continuous application of new technologies, shortened product update cycles and increased customer expectations, the quality and combat effectiveness of customer service personnel must be improved accordingly. Training work has put forward higher requirements. To this end, the following work plan has been made:

1. Increase the frequency of training work, divided into regular and irregular training and assessment;

2. Pay attention to the combination of theory and practical work Training should focus on the combination of basic product knowledge and practical operations when receiving customers, especially the assessment of actual reception capabilities. Touring service personnel focus on training in operational skills, routine troubleshooting capabilities and communication skills to improve the overall combat effectiveness of employees.

9. Team building

Adhere to the principles of fairness, impartiality and openness, and insist that only by benefiting the team can we ensure personal benefits, create a learning atmosphere, and enhance employee service concepts and personal Skills; conduct professional ethics, service concept, and ownership awareness training; shape employees’ work attitude towards service, pay attention to the exploration of details, and encourage employees to take the initiative to improve their own quality

10. Improve weaknesses

1. Daily and weekly reports, information sharing

The results of return visits and customer feedback will be sent to relevant departments in written form every week to facilitate timely understanding of customer dynamics. Use the weekly quality meeting time to comprehensively summarize customer opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures by category, and focus on checking the implementation of rectification measures.

2. All departments cooperate in a multi-faceted manner to reduce customer complaints

When receiving customer complaints or discovering dissatisfaction during the company’s internal return visit, the customer service department will notify the customer in writing. Notify relevant departments and personnel. And a dedicated person from the customer service department will contact the customer again based on the department's resolution to confirm customer satisfaction.

5. How to write the work plan of the after-sales department

1. Organize customer information and establish customer files

Customers send cars to the factory After completing the relevant procedures or negotiations for repair and maintenance or coming to the company for consultation or negotiation on automobile technical services, the business department should tabulate the customer's relevant information within two days, create a file, and put it into a file bag. Information about the customer includes: customer name, address, phone number, date of repair or visit, vehicle model, number, type, repair and maintenance items, maintenance period, next maintenance period, and the service the customer hopes to receive. Company repair and maintenance records.

2. Research the customer’s needs based on the customer’s file information

Based on the customer’s file information, the business staff researches the customer’s needs for automobile maintenance and related services and finds out “ The content of the "next time" service, such as notifying customers of scheduled maintenance, notifying customers to participate in the company's social activities, informing customers of the company's preferential activities, notifying customers to enter the factory for repairs or free testing on time, etc.

3. Contact customers by phone or letter, and provide tracking services

Business personnel contact customers by phone to provide customers with the following services:

(1) Inquiry Customers’ car usage and opinions on our company’s services;

(2) Ask customers if they have any new service needs in the near future that require our company’s services;

(3) Inform relevant parties Car usage knowledge and precautions;

(4) Introduce the various services the company has recently provided to customers, especially new service content;

(5) Introduce the company’s recent services Various preferential social activities arranged for customers, such as free testing week, preferential service month, car application new knowledge party, etc., the content, date, and address must be clearly stated;

　(6) Consulting services;

(7) Visit customers.

After-sales service work regulations

1. The after-sales service work is completed by the tracking salesperson designated by the head of the business department.

2. The tracking salesperson will establish the corresponding customer file within two days after the customer's vehicle is sent to the site for repair or after the customer completes the interview and consultation at the company. For the content of customer files, please refer to Article 2, Paragraph 1 of these Regulations.

3. While tracking the salesperson to establish customer files, they will study the potential needs of customers and design and formulate targeted call content and communication time for the "next" service.

4. The tracking salesperson should take the initiative to contact the customer by phone within three days to one week after the customer picks up the car and leaves the factory or has a business interview or consultation to provide the first after-sales follow-up service and discuss topics of interest to the customer. communicate with it. When talking on the phone, the salesperson should take the initiative to ask customers who have come to our company for maintenance and repairs about their vehicle usage, and solicit customers' opinions on our company's services to show our company's sincere concern for customers and its pursuit of perfection in service. Record the key points of customer conversations, especially the customer's requirements, wishes or complaints. They must be recorded clearly and handled in a timely manner. Those who can reply in person or at the time should try their best to reply; if they cannot reply in person or at the time, they should study it as soon as possible after the call and find a solution; if the problem still cannot be solved, they should report it to the business manager within two days and ask for instructions on the solution. And inform the customer on the day when the solution is obtained, and be sure to give the customer a satisfactory answer.

5. Within 7 days of the first week after the "sale", the business tracker should contact the customer by phone for the second tracking service. The content of the call should still be based on topics that the customer is interested in. The content should avoid duplication, be targeted, and still reflect the company's sincere concern for the customer.

6. After the company decides to carry out customer networking activities, preferential service activities, and free service activities, the business tracker should notify the customer by phone two weeks in advance, and then within two days as the situation requires Send notification letters to customers.

7. For every follow-up service call, including the consultation call or complaint call made by the customer to the company, the handling salesperson must make a record of the call, register it in the form (attached), and record the telephone number Records are kept in files and telephone registration forms are archived and saved.

8. Every tracking service letter sent out, including notices, invitations, and reply letters, must be registered in the form (attached) and archived.

9. When the designated tracking salesperson is not on duty, the business manager will temporarily assign other personnel from the department to temporarily act as his/her agent.

10. The business supervisor is responsible for supervising and inspecting the after-sales service work; and conducting a summary of the department’s after-sales service work every month, and a summary at the end of each year; summaries and summaries are conducted in the form of department work meetings, and are conducted by the business department The supervisor shall submit a summary or summary written report and keep it on file.

11. This system uses the following four forms: "Customer File Basic Information Form", "Following Service Telephone Record Form", "Following Service Telephone Registration Form", "Following Service Letter Registration Form".