Annual Summary of Customer Service Department of 4s Store-Summary of Customer Service Work

Annual Summary of Customer Service Department of 4s Store-Summary of Customer Service Work

Summary refers to the analysis of the experience or situation in a certain stage of work, study or thought, and the written materials that make regular conclusions can make us think, so we should make a good summary and write a good summary. How to write a summary without becoming a mere formality? The following is the annual summary of customer service department of 4s shop-customer service work summary. Welcome to study and reference, I hope it will help you.

Annual Summary of Customer Service Department of 4s Store-Customer Service Work Summary 1 Work Summary:

I. Member clubs

1, there are few activities here, and the gifts are not novel and unique; 2. The number of members is small, mainly because there are not enough recommendations in the third quarter and the number of words is not enough to attract customers. In the fourth quarter, the number of membership cards increased; 3. In terms of renewal of membership fees and redemption of points, when there are few people, they can't be redeemed in time, and there are cases where customer points are not handed over to the customer service desk for timely entry.

Second, the sales return visit

For complaints, the improvement is not enough, and there is a lack of communication with customers. The problem with the certificate is usually that the customer is anxious to find it after urging, and it is also strange. The return visit was delayed after delivery, the appearance of the new car needed to be verified, and the reception enthusiasm was not enough.

Third, the process

Both the sales process and the after-sales process are repetitive projects. In order to insist on continuous inspection, the department manager did not pay attention to it and the improvement was not enough.

Fourth, customer service rest area

Poor hardware facilities and poor service awareness of personnel.

Verb (abbreviation of verb) CS score analysis table upload: the score was not uploaded within 24 hours after it was issued, which led to the delay in submission.

Work plan:

1. Member clubs: 1. Formulate reward and punishment methods for membership cards, and cooperate with various departments to encourage membership cards; 2. Plan member activities every quarter, invite member customers to participate in activities, and deepen the contact between customers; 3. SMS: send SMS to customers on birthdays, festivals, rain and snow; 4. Do a good job in redemption of membership points and gift delivery; 5. Always keep in touch with member customers and actively handle matters reflected by customers; 6, member information input, system registration, integral input in time.

Second, return visit:

1. Pay a return visit to the sales, and hand over the problems of the return visit to the department for handling within the filled improvement time, analyze the reasons for the complaint, and propose improvement measures. In addition, the vehicles sold by the company and secondary outlets will be paid a return visit by a special person who will be responsible for it.

Handle complaints.

2. After-sale return visit: According to the weaknesses of CSI return visit and the key improvement projects in the process, we will make a return visit and summarize the problems complained by customers during the return visit every day. At the same time, every complaint is reported to the after-sales manager and distributed to all small departments, and the department heads sign for it and handle it within a limited working day. At the same time, the complaint form will be submitted to the customer service department for filing, and the problem of weekly return visit will be analyzed, and then the key problems will be analyzed at the weekly quality appraisal meeting, and improvement measures will be taken to improve the department.

Third, the process: sort out the process, find out the key projects, improve the key projects, fill in the improvement measures by the department, complete the improvement projects within the specified time, and then the customer service will check and punish them.

Iv. Customer service interview: 1, survey the satisfaction of new car customers, and handle the things reflected by customers in time; 2. Inquire about key improvement projects for reserved customers, and formulate corresponding improvement measures through the opinions put forward by customers. At the same time, the customer service department will apply for a small gift for an interview to thank customers for their support and improve customer satisfaction. In addition, apply for special treatment plan for individual customers.

5. Standardized inspection: check in strict accordance with the flow chart, make a form for unqualified content and send it to all departments, fill in the improvement measures, make improvements within the improvement time, and supervise the improvement results.

Intransitive verb customer service lounge: some hardware has been replaced, and the service personnel should keep a daily work log (schedule: 8: 10-8: 15 to clean the tea cups in the lounge, 8:15 to 8: 45 for the morning meeting, 8: 45 to 9: 45 for the lounge and the boutique cabinet, 9. 14:00- 17:00 tea service in the rest area, 17: 00- 17: 30 clean the rest area, interspersed with the boutique department to collect and sell fine commodities. Job requirements: Say hello to customers; Wash the teacup within 3 minutes, and there must be no more than 3 cigarette butts in the ashtray; Put customers first and serve customers in time; When you leave the rest area, you should inform the department head or the front desk staff. According to the work log, do a good job in the rest area and boutique area, treat guests politely and pour tea in time.

Seven. Upload of CS score analysis table: the department manager uploads the score within 24 hours after it is distributed, and the content is filled in correctly.

8. Work Form: 1, and SSI manufacturer evaluation form will be completed within 15 next month; 2. Finish the work summary by the end of next month; 3. The membership assessment and membership reward and punishment form will be completed by the end of next month; 4. The membership report shall be made on the same day; 5, delivery photos daily statistics, weekly summary of washing, checking, sending; 6. Forms required by the Division shall be submitted within a limited time.

Nine. Matters needing communication: 1, make an appointment 15 minutes before delivery, and control the time at 8:30- 10:30 and13: 00-15: 30;

2. For the projects that need improvement, the responsible person shall fill in the improvement measures and time, and conduct inspection after the improvement time. 3. The Division issues customer complaints, calls customer complaints and handles them in time. 4. Call for consultation and handle it in time.

Annual Summary of Customer Service Department of 4s Store-Summary of Customer Service Work 2 The following is my work report during this period:

A, through the study and accumulation of XXX, deepen the understanding of XXX's career, the faster the progress, the more things to do, the greater the contribution to the country and society. This is my understanding. I come from a remote rural area and know well the harsh working environment and hard life of the "migrant workers" we serve. However, China society lacks organizations, especially enterprises, to provide help and benefits for this huge group. Through working and studying in ..., I deeply realize what a noble cause we are engaged in!

Perhaps from the beginning to now, we have not received enough recognition and understanding, and our achievements are not enough to make us proud. However, we are delighted to see that more and more young people who are interested in serving migrant workers have joined our ranks. Many things we have done have been recognized by the government and supported and understood by more and more institutions, especially the majority of migrant workers. I am proud to be engaged in such a profession.

Of course, as a developing enterprise, XXX still has many imperfections; The system is imperfect, and the lack of market development ability and departmental coordination ability still puzzles us, which is far from the construction of the target team. We need innovation and even revolution to improve ourselves, which may cost a lot and require courage.

Second, seriously study the work function and further improve the work ability.

During my stay in the Planning Department and the Ministry of Commerce, I was mainly engaged in media reception, issuing cards, distributing posters, and sorting out opinions on website adjustment during the meeting. I have always maintained a high enthusiasm in my work, and I have been encouraged and helped by many partners, and I have achieved certain results. After the forum, the participating media rushed to report. Through in-depth contact with migrant workers in the process of issuing cards, we have a deeper understanding and cognition of the objects we serve, sum up some methods, and try our best to publicize the "XXX" brand; In the process of sorting out the opinions of the website, I exchanged discussions with many colleagues, gained a deeper understanding of the company, and put forward some immature suggestions, which laid some foundation for the present work and learned a lot of methods and reasons.

Of course, I am also aware of my own shortcomings; I am inexperienced in activity planning, poor in computer skills and thoughtless in doing things, so I am reading a lot of books, listening to a lot of lectures in my spare time, constantly reflecting on my progress, improving my working methods and improving my ability. I believe that through constant adjustment and study, I can be more competent for my future work and get enough recognition and understanding; I will also strive to improve and try to put forward some mature plans at an appropriate time to contribute to the development and construction of the company.

Xx is a crucial year for XXX and myself. I will try my best to overcome my own shortcomings, improve my comprehensive quality and devote myself to my work with greater enthusiasm. I firmly believe that the harmonious banner of "XXX" will fly high in the north and south of the motherland, and I look forward to doing something to jump on the tide with XXX!

Annual Summary of Customer Service Department of 4s Store-Customer Service Work Summary 3 (1) is responsible for the customer relationship management of this center, analyzing customer information, such as loyal customers, ordinary customers and lost customers, and designing corresponding activities to improve customer retention rate.

(two) to be responsible for the reservation and tracking service operation of the center.

(three) responsible for the collection and analysis of reservation and tracking information.

(four) responsible for handling customer complaints encountered in the appointment and tracking.

(five) responsible for the half-year training needs and plans of employees under their jurisdiction.

(six) responsible for the continuous optimization of appointment and tracking workflow.

Job Description of Service Quality Tracker:

A return visit after 3 days is an important means to find the shortage of after-sales service center. The service quality tracker is the main person in charge of after-sales return visit tracking and information summary, completing the tracking task in time, obtaining the real feedback information from customers and improving customer satisfaction.

Responsibilities of service quality tracker:

(1) Timely sorting out and improving customer and vehicle maintenance files.

(2) Call back in time: Call back to the customer within 3 working days after the vehicle is delivered for maintenance, confirm the customer's satisfaction with the vehicle maintenance, record and feedback information to the stationmaster in time.

(3) Regular follow-up service: remind customers to maintain their vehicles regularly two weeks in advance and record them, and notify them again when the date approaches.

(4) Provide a list of regular home visits: select a certain percentage of customer lists for home visits.

(5) Summarize the tracking information on time.

(6) Communicate and coordinate the quality tracking results with relevant departments in time to eliminate customer complaints.

(seven) statistics and collation of customer files, scientific management.

Annual summary of customer service department of 4s shop-customer service work summary 4. Customer service work for nearly seven years, summed up many times in seven cycles of spring, summer, autumn and winter. It feels like a post station, which can calm down to sort out the tired mood, burn the beautiful hope and refresh the animals for the next trip. No matter how ordinary the customer service work is, I can always accept all kinds of challenges and keep looking for the meaning and value of my work. The following is my new year's work plan.

(1) is responsible for the customer relationship management of this center, analyzing customer information, such as loyal customers, general customers and lost customers, and designing corresponding activities to improve customer retention rate.

(two) to be responsible for the reservation and tracking service operation of the center.

(three) responsible for the collection and analysis of reservation and tracking information.

(four) responsible for handling customer complaints encountered in the appointment and tracking.

(five) responsible for the half-year training needs and plans of employees under their jurisdiction.

(six) responsible for the continuous optimization of appointment and tracking workflow.

XX is a crucial year for the company and myself. I will try my best to overcome my own shortcomings, improve my comprehensive quality and devote myself to my work with greater enthusiasm. I firmly believe that this harmonious banner will fly high in the north and south of the motherland, looking forward to doing something and peace? Jump on the trend together!

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