Next Work Plan for Customer Service
Customer Service 1 Next Work Plan
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. Consolidate and maintain existing customer relationships and discover new customers (potential customers, potential needs).
First, goal one can be achieved through the following ways
1, regularly select customer groups and conduct targeted home visits and promotions;
2. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest travel trends of customers.
Second, goal two can be achieved through the following ways
1. Record the basic information and tourism trends of customers in detail when receiving visiting customers, and provide new customers;
2. Record the customer's basic information and consultation content when accepting the customer's phone call, list it as our potential customer, and develop it into an existing customer at an appropriate time.
Three, customer service work should have the conditions include
1, rich in professional knowledge. To serve customers well, you must be proficient in business knowledge. Only skilled customer service personnel can give customers a good first impression and reassure them.
2. Complete customer information. Having complete customer information can make us more aware of who we should serve;
3. Have a clear understanding of customer service and be full of enthusiasm.
Fourth, the long-term goal involves the positioning of customer service functions.
The customer service department is the service window in the Spring and Autumn Period, and it is the department that directly contacts customers, but the customer service department is different from ordinary stores or _ _ _ hotlines. The customer service department undertakes the direct task of serving customers. What is the service standard? Who will succeed? How to evaluate? (Because the service work cannot be quantified, it is difficult to evaluate the customer service work with the help of a third party. The responsibility also falls on the customer service department itself. This puts forward higher requirements for the customer service department, that is, it is necessary to formulate service standards, norms, processes and information transmission methods (this standard is targeted, specific and quantifiable), and at the same time shoulder the responsibility of supervision and inspection, assessment and implementation, and evaluation and improvement.
Next Work Plan for Customer Service II
I. Personal work this year
_ _ With the support and promotion of company leaders, I was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. Thank you very much for your strong support and affirmation of my work, and let me enter the working state as soon as possible.
From March to April, 20 _ _ _, the main work focuses on the replacement of the first-phase customer contract before filing and the explanation and confirmation of the customer after the first-phase apartment change.
May-June-July, 20__, mainly responsible for determining the regional price of shops and developing the sales of shops.
From August to September, 20 _ _, the main work focus was on the replacement of the second phase contract and the sales of affiliated shops.
In June, 20__, 10, I did some preparatory work before handing over the house and found out the internal works of the house.
20__ _11-65438+February is mainly the delivery of the first phase customers.
The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by the chief engineer Shi and Minister Zhao of the engineering department. Thank you here. 2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed. 3. Complete some work temporarily arranged by General Manager Liu.
Second, problems at work.
Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:
1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.
2. Don't look for a job. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.
3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
Next Work Plan of Customer Service 3
Planning is like a bridge, connecting where we are now and where you want to go. Similarly, planning is a bridge between goals and objectives, and also a bridge between goals and actions. Without a plan, achieving goals may often be empty talk. Planning is very important to life. If your plan fails, you are doomed to fail. Life without a plan is chaotic, seemingly busy but empty.
Plan is the umbrella of action.
The future is not reality, and things in the future are rarely certain. Just like sailing, you don't know whether there will be a storm during the voyage. Even the weather forecast sometimes goes wrong. The uncertainty of the future and the changes of various situations make planning more important. Why do you see it?
Some people say that the situation will change anyway and the future is uncertain. What's the use of making plans now? Isn't this a waste of effort? This is a mediocre opinion. If there is no plan, once the situation changes, you will be caught off guard and will definitely fail.
In the process of planning, we must make some preliminary predictions about the future and analyze what may happen and what changes may occur. Make an action plan after making an accurate prediction. Once the future changes, you can take it easy. If you are a stockholder, you must do some analysis on the stock market, which stocks may rise and which stocks may fall. I will buy as much as I rise and throw as much as I fall. As long as you do some planning, you can operate freely and make a stable profit.
Even if all the future situations are certain, you still have to make a plan. You must choose the best way to achieve a certain goal, so as to make your behavior more efficient and achieve the goal more smoothly. Once the situation is determined, it doesn't mean that you have only one way to go, and often you will face many choices. For example, if you travel from Shanghai to Beijing, the weather conditions will remain unchanged, and the bus tickets, train tickets and plane tickets will remain unchanged. What kind of transportation do you choose? The flight time is short, but the price is too expensive; Cars and trains are slower, but cheaper. Do you want time or price? You must think it over and make a plan.
From the perspective of economics, people always pursue the maximization of utility, that is, every penny is spent well, and the greater the utility, the better. To this end, it is more necessary to make a plan.
Plan to save your costs and expenses.
Any financial expert must also be a person with a plan. Enterprise accounting carries out cost accounting, balance sheet, income statement, etc. Accounting provided by enterprises becomes the basis for managers to plan, so it is very important to ensure that every expenditure is planned. Managers without plans are usually in a difficult situation, spending money where they shouldn't, but not where they should.
The head of a family must be a man with a plan, and all kinds of family expenses should be carefully calculated. Don't spend all your money on a whim and then rely on borrowing to maintain it.
If everything is within the scope of the plan, you can easily get it done. In addition, in the process of achieving the goal, all kinds of losses caused by no plan can not be ignored, such as precious time and other direct economic losses.
Don't say you don't have time to make plans.
The fast-paced modern life has made people's pace at least twice as fast as before. During the day, or on the way to work, or shuttling between various departments of the unit, or sitting in front of the computer to understand the market outside, or processing a lot of documents, or answering the phone that never stops ... Busy and tense work makes you have no time to make plans. In the evening, I went home to prepare dinner. After dinner, I spent a rare leisure time on the sofa with my family, and then dragged my tired body to wash and sleep.
A happy and warm family life makes you reluctant to spend time making plans. It's hard to go to the weekend, take your family or go shopping and enjoy the city life; Or go out for an outing, let out some fresh air and get some air. Time flies, but there is still no time.
Busy work, heavy pressure and responsibility make life chaotic and disorganized, and everything goes on, monotonous and boring. This kind of life can never be wonderful. Do you want to change? If you set aside a little time to make a plan, your life will be greatly improved
A planned life is orderly even if it is tense; No matter how busy the planned work is, it will become substantial and efficient; Even if the planned life is difficult, you can deal with it calmly. Planning makes your thinking clear and can produce twice the result with half the effort.
Planning is necessary for everyone. Don't say you don't have time to make plans. If you change your lifestyle and set aside time for planning, you will not only win time for work and family reunion, but also win time for planning, which will surprise you. Just try it.
Next Work Plan of Customer Service 4
As the company enters the new year, the overall work goal of the management office has changed from laying a good foundation to perfecting the system and developing in depth. At the same time, in view of the shortcomings in this year's work, we must further improve our work, raise the awareness of forward-looking service and timely reporting, improve file management, and make customer service work deeper and more detailed. Our department should strictly follow the company's rules and regulations, encourage employees to improve their work enthusiasm, actively cooperate and coordinate the work of various departments, and give full play to our role in the management office. The work plan is formulated as follows:
First, deepen the implementation of internal construction of customer service department and exchange ideas.
1, pay close attention to the internal construction of the team.
The team is like a machine, and each customer service employee is like a screw on this machine. When this machine is running, no problem can occur in any link, so internal construction becomes the key.
Clear the common goal, tell every customer service about the company's development policy, development goal and development plan, so that every customer service work is full of enthusiasm and motivation. At the same time, the salary increase plan and position promotion plan of customer service are clear, which makes every customer service feel that they have made a difference and have a bright future.
Formulate rules and regulations, improve various disciplines and reward and punishment systems, stop violations of rules and regulations in time, and give certain punishment measures according to the actual situation according to the reward and punishment system to avoid the breeding and spread of bad atmosphere and illegal acts.
Maintain regular communication. After work, the person in charge of customer service department should keep regular communication with every customer service, communicate more, be good at listening to their voices, care more about them, help them in time and let them devote themselves to their work. At work, customer service staff will make mistakes of one kind or another, which requires them to master the degree of criticism, which is conducive to the development of the work on the one hand, and makes them realize the seriousness of the mistakes on the other hand, thus achieving positive benefits.
2. Strengthen the exchange of ideas within the department.
Due to the needs of property management in the early stage of the management office, the work mobility of customer service staff is relatively large, and the daily work content is different, and there will be more or less doubts and gains in daily work. Therefore, an ideological exchange meeting is held once a week, and through the exchange of ideas between customer service personnel, the purpose of touching thoughts, raising awareness, helping each other, strengthening unity and improving together can be achieved.
Second, strengthen training and improve service level.
1, do a good job in etiquette training and standardize gfd.
Customer service department is not only the brain of the whole management office, but also the department directly facing customers. Whether the gfd of customer service staff is appropriate and the etiquette is standardized becomes the first impression of customers when evaluating the property quality. Some customers can still pay attention to their gfd and etiquette at the beginning of their work, but after working for a period of time, they will ignore or despise the importance of gfd and etiquette. Therefore, it is necessary to strengthen the training of gfd and etiquette for customer service personnel, make a weekly training plan, and improve the attention of customer service personnel.
2, do a good job in professional knowledge training, improve professional skills.
Most of the customer service staff have no working experience in property management and don't know much about the property industry itself. Therefore, they need to be trained in professional knowledge, including property management laws and regulations, current Nanjing Property Management Regulations, Ministry of Construction 195 order, etc., so as to lay a good foundation for the later management, so as to be well-founded and work according to laws.
3, strengthen the training of each type of work workflow and job responsibilities.
Job responsibilities and workflow are the basic systems for implementing standardized management, so it is very important to strengthen the training of job responsibilities and workflow. With the opening of the remaining three villa model houses and the increase of new personnel, the old employees have made more or less work mistakes in the past six months. Next year, our department will further improve the existing work flow chart and job responsibility specification, sum up work experience and problems in work, and draw up a systematic, standardized, standardized and targeted training plan, so that job responsibilities and work processes will be deeply rooted in the hearts of the people.
Next Work Plan of Customer Service 5
I am the customer service staff of Taobao shop. Because the performance of online stores was not very good last year, I found some reasons. The big problem is that my work is not in place. In order to improve this situation, I made a work plan for next year according to the actual situation.
I. Work objectives
1, if the sales target is to have good performance, we must strengthen the study of product knowledge and Taobao customer service, broaden our horizons, enrich our knowledge, and adopt diversified forms to combine product knowledge with Taobao customer service skills.
2. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.
3. Be very familiar with our baby, so as to communicate with customers well and answer their questions.
4. Be diligent and careful, and get into the habit of taking notes.
5. Be clear about all aspects of online store operation and management (baby editing, removal, picture beautification, store decoration, logistics, etc.). ).
6, for old customers, as well as regular customers, protect contact at any time, when time and conditions permit, festivals can send blessings.
7. While having old customers, we should constantly develop new customers through various channels.
Second, the goal of self
1. Be a person ahead of time, be practical, be responsible for your work and make a little progress every day.
2. Only when you have good communication with colleagues, have a sense of teamwork, communicate more and discuss more, can you continuously increase your business skills.
3, execution, enhance the ability to complete the task with good quality and quantity.
4. Develop a good habit of being diligent in study and good at thinking.
5. self-confidence is also very important. Only by having a healthy, optimistic and positive work attitude can we complete the task better.
Principle of goal adjustment: stick to the general direction and change the small direction appropriately.
Finally, the plan is good, but more importantly, it lies in its concrete practice and results. Any goal, just saying no, will fail. However, the reality is unknown and changeable, and the written target plan may encounter problems at any time, which requires a clear head. In fact, there is a mountain peak in everyone's heart, carved with ideals, beliefs, pursuits and ambitions; There is a forest in everyone's heart, bearing the harvest, fragrance, frustration and tempering. If a person wants to succeed, he must show courage, work hard, struggle and struggle. Success, don't believe in tears; Success, not believing in decadence; Success doesn't believe in fantasy. In the future, you have to work hard on your own!
A wise man said, "Even if God closes all the doors, he will leave you a window."
We may have experienced failure, pain and confusion, but it doesn't matter ... The most important thing is that I have been struggling and believe that the future will be better.
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