Job responsibilities of customer service specialist in photo studio

Job responsibilities of customer service specialist in photo studio

Customer service specialist refers to the specialist who undertakes customer service work. That is, through telephone, email and other communication methods, answer and accept customers' questions and suggestions. I collected the job responsibilities of the customer service specialist in the studio for your reference!

Studio 1 Responsibilities of Customer Service Specialist. Customer information management-planning customer service work

1. Data collection. In the company's daily marketing work, collecting customer information is a very important job, which is directly related to whether the company's marketing plan can be realized. The collection of customer service information requires customer service specialists to carefully extract customer information files every day in order to pay attention to the development trends of these customers.

Operation in ERP system: Inquire about customer data information at each service stage (ordering customers, filming customers, film selection customers and delivery customers) to determine whether customers in each link receive services on time. If not, communicate in time.

2. data collation. The customer information files extracted by the customer service specialist are submitted to the customer service supervisor, who will sort out the information, analyze and classify it, and assign special personnel to manage all kinds of information, requiring timely updates every day to avoid omissions.

Order customers: classified according to the customer's order status (such as shooting attractions, order amount, payment status, etc.). ), and classified filing;

Dress selection customer: dress selection status, whether there are additional choices, payment status, etc.

Shooting client: shooting status, staff, external attractions, etc.

Film selection customers: film selection status, staff, film selection consumption information, etc.

Pick-up customers: pick-up status, pick-up personnel, etc.

3. Data processing. According to the principle of balancing the number of customers and giving consideration to business ability, the customer service supervisor assigns it to the relevant customer service specialists.

Second, call back (used with SMS function)-customer evaluation and information sending

The needs of customers are constantly changing. Through the return visit, we can not only understand the needs of different customers and market consultation, but also find out the shortcomings in our work, remedy and adjust in time, meet customer needs and improve customer satisfaction.

Extract the customer information that needs to be paid a unified return visit from the customer file, distribute it to the customer service specialist after statistics, and communicate with the customer by telephone (or email, etc.). ) and carefully record the results of each customer's return visit, fill in the return visit record form (this form is the information carrier of return visit activities), and finally analyze the results, write a return visit summary report, and file the final data.

Content of return visit:

1. Ask customers for their comments on our company, suggestions and opinions on products and services;

2. Special return visits can be made in specific periods (such as festivals, anniversaries and promotional activities).

3. Friendly remind customers to renew their cards or upgrade to other consumption cards.

Note: the return visit time should not be too long and the content should not be too much.

Return visit specifications and terms

Return visit specification: avoid three guarantees, that is, avoid disturbing customers when they are resting; We must ensure a return visit rate of 100% for member customers; Must ensure the complete record of return visit information; You must guarantee to complete the return visit within three days (it is best to make an appointment with the customer by phone at another convenient time).

Hello, this is XXX. Are you Mr/Ms XXX?

Sorry to bother you.

Communication: Thank you for accepting our XXX service project at XXX time. Are you satisfied with XXX service project?

Satisfied: Do you have any suggestions for our service?

Not satisfied/general: (Can you tell me what you are not satisfied with? /What should we improve?

End:

Satisfied: Thank you for your reply. If you need any help, you can contact us at any time. I wish you (happy driving/happy holidays). Goodbye!

Dissatisfied/General: Thank you very much for your reply. At this point, we really have not done enough. We will improve it soon. I hope everyone will supervise. I wish you (happy driving/happy holidays). Goodbye!

Third, member maintenance-VIP customer management

1. Maintenance and management of old customer information-sort and classify customer information in time and classify it according to certain conditions.

2. Introducer information maintenance management-Introducer information and introducer points or cashback information management.

3. Maintenance and management of member customers -VIP membership card issuance and recycling management.

4. Maintenance and management of integral information-management and statistics of integral data (points generated by self-consumption and points obtained by introducing customers).

Fourth, complaints and complaint handling

Improve the complaint handling mechanism, pay attention to the standardization and efficiency of customer complaint handling, form a closed-loop management process, so that complaints can be accepted immediately and get quick results, and there will be a return visit after handling; So that customer complaints can be effectively and satisfactorily resolved. Establish complaint filing data.

Three aspects of complaint handling:

1. Provide convenient channels for customer complaints;

2. Handle complaints quickly and effectively;

3. Make the most thorough analysis of the cause of the complaint.

The purpose of solving complaints is to save dissatisfied customers.

Complaint resolution strategy: short channel, low cost and fast.

Guidelines for handling customer complaints: act according to service standards; Do not conflict with customers;

Complaint handling process:

1, complaint acceptance

That is, initially fill in the relevant contents of the customer complaint registration form, such as complainant, complaint time, complaint content, etc.

2. Complaint judgment

After understanding the contents of customer complaints, it is necessary to judge whether the reasons for customer complaints are sufficient and whether the complaint requirements are reasonable. If the complaint cannot be established, you can reply to the customer in a euphemistic way to gain the customer's understanding and eliminate the misunderstanding; If the complaint is established, determine the responsible department of the complaint according to the customer complaint information, and ask the customer to give a certain time to investigate.

3. Investigate and analyze the causes of complaints.

It is necessary to find out the specific reasons of customer complaints and the specific responsible person of customer complaints. If it is a product quality problem, hand it over to the relevant person in charge for handling; If it is a service problem, the service specialist/supervisor will handle it.

4. Propose a treatment plan.

According to the actual situation, the department discussed and put forward different related solutions. The competent leader should check the complaint handling schemes one by one, choose the best solution, and give instructions in time.

5, the implementation of the treatment plan

The person directly responsible and the person in charge of the department shall be punished in accordance with the relevant provisions; Inform the customer, ask the customer to sign after confirming that the customer accepts the solution, and collect customer feedback as soon as possible.

6. Summarize the evaluation.

Summarize and comprehensively evaluate the complaint handling process, and the customer service supervisor will fill in the customer complaint classification statistics table, conduct data analysis and statistics, propose improvement countermeasures, continuously improve the business management of the enterprise, and improve the service quality and service level.

Skills to avoid conflicts with customers:

1, indisputable; No swearing; Don't be angry;

2, do not easily promise, do not lose words;

3. Do not shirk responsibility;

4. Don't improve your tone of voice.

Never say "no, I don't know, I can't wait" to customers.

6. Don't doubt the honest character of customers;

Attention should be paid to: respect customers' personality, treat customers wholeheartedly, listen attentively, analyze customers' practical problems from their perspective, and give customers certain autonomy. Invite customers to participate in * * * and choose the best solution, so that customers can feel that their opinions are respected and try to adjust their relationship with customers in a compensatory way.

Customer service management system

In order to standardize office management, create a civilized and clean office environment, maintain normal office order and improve office efficiency, this system is formulated:

1, office staff should strictly abide by the company's attendance system, go to work on time, get off work on time, ask for leave from the leader in advance if something happens, and arrange related work;

2. Do not leave your post or leave your post without permission;

You must dress appropriately during working hours and always maintain a good personal image;

4. During working hours, no shouting, laughing, playing games or eating in the office area; Don't use uncivilized language and body movements at any time;

5, office staff should strictly implement the health duty system, personal desks and chairs, equipment in daily life by the user to clean;

6. Office environment requirements: clean environment, orderly arrangement, easy cleaning and timely return;

7. Abide by the confidentiality discipline, and shall not disclose the relevant information of customers;

8. Office staff should be United and friendly, obey the work arrangement of the supervisor, and create a harmonious and progressive fighting team.

Management system for receiving complaints (customer complaints)

1. When you receive customer complaints, you should be polite, keep smiling and friendly, and avoid bringing personal emotions into your work.

2. Pay attention to the emotional changes of the complainant. If you are emotional, you should calm down first.

3. Find out the focus of the complainant's complaint and ask questions politely if you don't understand.

Don't jump to conclusions until you know what happened.

When the complainant has something he doesn't understand or mistakes, don't complain directly, but guide him to find the mistakes.

6. When receiving a complaint, you should make the complainant feel that you are helping him wholeheartedly and trying to solve the problem for him.

7. Take effective action immediately after knowing what happened.

The ultimate goal of the complainant is to solve the problem, so all factors related to people should be avoided as far as possible.

9. Don't promise easily.

10, complaints should be recorded in detail and reported to superior leaders.

1 1. After handling the complaint, the result must be fed back to the complainant in time.

Telephone return visit management system

1. Keep good gfd and full mental state at work, always smile and use standard polite expressions in customer service.

2. Pay attention to using polite language when answering the phone or making a phone call, listen carefully to the customer's questions or opinions and record them in the return visit record. Explain the customer's problems carefully and don't argue with the customer. If there is no explanation, it should be reported to the superior leader, and it cannot be explained at will.

3, the return visit time should be arranged reasonably, and the rhetoric should be unified.

4. The purpose of each return visit should be clear, whether it is a return visit to a service link or the whole process, register the return visit information, sort out and fill in the customer evaluation information form (customer return visit information form).

5. Make a comprehensive analysis of the opinions put forward by customers to various departments of the company, timely sort out the opinions, requirements, suggestions and complaints of customers and feed them back to relevant departments, and come up with improvement plans to further improve the service level.

6. If you can't reply to the customer's questions in time, you should inform the reply time and report it step by step in time to solve the problem.

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