Customer service work plan 1 (1) work focus
1. Strengthen staff training, strictly implement it and improve service level.
Cooperate with all managers in the mall to do a good job in training new store employees to ensure that the new store business will enter a normal track before the peak season.
2. Strengthen system construction and improve management level.
Work with all managers to sort out the systematic company rules and regulations, apply them to new stores and modify and improve them according to the actual operation of new stores to ensure normal business.
3. Save energy and consumption, save expenses and reduce operating costs.
Work together with all employees to pay attention to energy saving and consumption reduction, save unnecessary expenses, ensure the completion of the specified total turnover every month, strive for excess award and innovation award, and improve the company's turnover and employee salary.
4. When the peak season of the workplace comes, adjust the focus of work, constantly strengthen the communication between the kitchen and the floor, track and solve the opinions and complaints of the guests in time, and improve the service quality.
5. Communicate with the management personnel, and jointly do a good job in employee birthday parties, holiday activities and various entertainment projects, so that employees can feel the warmth of home and improve the cohesion of the team. Always remember that employees are our most important customers.
6. Organize management personnel to communicate regularly to solve the difficulties encountered in work and life, unify management thoughts and opinions, and constantly improve work tacit understanding and management efficiency.
7. Seriously finish other work arranged by the leaders on time.
(2) Work that needs to be followed up.
1, the regular meeting mode needs to be strengthened and consolidated, so that all personnel can master it skillfully through continuous drills.
2. Establish a systematic reward and punishment mechanism, so that internal employees can clearly understand the basis of rewards and punishments and take them orally, which is conducive to fairness.
3. Explore, summarize and sort out the training scheme of home system with all managers.
4. The training of new employees should be of high standards and strict requirements, and all the service knowledge and skills that should be understood should be mastered within the specified time, so as to improve the training effect and track the training results.
5. The handover between managers is not smooth enough, which will lead to the delay of work. This situation can be improved by strengthening communication and using handover books.
6. Work with all managers to improve the service details and leave a deep impression on the service.
Customer Service Work Plan II In the brand-new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:
1, consciously abide by the company's various management systems;
2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;
3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of photoshop and coreldraw software;
4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;
5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the excellent team of Ruihe Property. Ruihe's cultural concept and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!
Customer service work plan 3 The new year is about to begin. According to the present situation of customer service department, the 20xx work plan of customer service department is formulated.
First, keep learning, strengthen the construction of employees' own quality team and improve management level. Do all the work in a down-to-earth manner.
(1) In view of the importance of customer service department, it should not only undertake the management of medical guidance. It is also necessary to manage the consulting work, so all departments are required to train new employees in addition to completing the tasks assigned by the hospital. Familiar with the civilized terms formulated by our hospital.
2) Patrol the outpatient hall, inpatient hall and corridor from time to time every day to understand and deal with new things and work in time.
Second, under the leadership of the hospital, do a good job in all aspects to ensure that no major disputes and accidents occur and reduce the occurrence of complaints.
(1) Do a good job of customer return visit, understand customer needs, constantly improve the work, and do every detail to meet and satisfy customer needs. Strengthen communication with patients and their families.
(2) Do a good job of coordination between outpatient department and inpatient department, communicate with doctors to reduce contradictions and conflicts between departments, and be kind. Grow together.
(3) Do a good job of communication between inpatient department and patients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive for better hospital service!
(4) Continue to do a good job (establish a quality service supervision system), and open the box for 1 1 "listening box" for 1 3 times every week to keep abreast of the voices, opinions and suggestions of patients and their families. Make our quality service work better.
(5) Continue to keep friendly contact with township hospitals, and keep abreast of the external evaluation of our hospital's medical level, service quality and medical ethics.
(6) Keep in touch with social supervisors and listen carefully to their opinions and suggestions on the medical level, service quality and medical ethics of our hospital. In order to find and solve problems in time.
(7) Collect the good deeds of the hospital, publicize and praise in time, and improve the healthy atmosphere of the hospital.
(8) Continue to quit smoking and create a smoke-free hospital.
(9) Cooperate with the leaders of the institute to carry out the civilization creation activities of "striving to be civilized people and building an ecological city".
(10) Respond and handle the service complaints of patients' families in time, try to satisfy the patients' families and reduce the occurrence of medical disputes and accidents.
20xx years are coming, and we will meet it with confidence. The new year means new opportunities and challenges. The customer department firmly believes that under the wise decision and operation of hospital leaders, the hospital's tomorrow will be better!
The end of customer service work plan 4 20xx years does not mean the end of the work for us, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. The company's sales in xx can be said to be very good, basically completing the sales task set by the company in 2007. However, in the final work, the delivery of the first phase was not very smooth because of the tight time and the lag of the project. At the same time, it has a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before, and has a certain impact on the sales of houses and shops in the next three phases.
At the same time, due to the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, and investors are becoming more and more cautious. In addition, the large-scale wave of price reduction has brought great difficulties to our sales work in 20xx. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness and strengthen our service concept. From my personal point of view, I should obey the arrangement of the company, be strict with myself, and meet the work of 20xx through the following aspects.
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, "God has closed all the doors, and he will leave you a window."
We have failed, we have suffered, we have been confused, we have envied ... Most importantly, I have been struggling.
Looking back on the past, brilliant achievements; Looking ahead, there is a long way to go. I believe that with the company's reform and continuous progress, even if we face a more severe test in 20xx, as long as all colleagues in our company can unite, put aside selfish ideas from top to bottom and correct their mentality, I believe that with our joint efforts, we can achieve more brilliant results in 20xx.
Customer service work plan 5 The new year has begun, and the customer service department will also face some brand-new environments and tests. According to my understanding of the company these days, I made the following work plan:
1. Terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service and complete the training seriously and effectively;
Step 2 collect receipt information
Pay attention to the collection of the basic information of the receipt, and try to fill it out as well as possible, especially some important items, which must be filled out in a standardized way;
document
Establish customer files by using unified professional management software classification;
3. Statistical analysis of data
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions;
4. Customer relationship maintenance
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time and make every effort to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance relations with customers.
5. Customer complaint handling
Respond in a timely manner according to the complaint information fed back by customers. Customer-oriented, improve the processing flow and operating procedures.
Because it is the first time to participate in the customer service work in the clothing industry, I haven't done much work in just five days after I entered the company, but I also found many shortcomings. I will try to make the customer service work better.
At work, I also encountered some problems and difficulties:
1. I am not very clear about some specific requirements in my work, resulting in my own work not knowing how to carry out smoothly, and I am worried that I am doing useless work and wasting the company's resources;
2. I am not very clear about personnel, which will delay some colleagues' precious time;
3. I need a telephone, and I hope I can have one to communicate with my colleagues easily; working face
Due to my lack of experience in clothing customer service, and in order to do a good job in customer service efficiently, I hope the relevant leaders and colleagues of the company will give some suggestions and help on the above issues, so that the customer service work can be well connected.
Customer service work plan 6 1. Make monthly work plan, weekly work plan and daily workload. Make at least 30 phone calls every day and visit at least 20 customers every week, so that potential customers can change from quantitative to qualitative. Call back in the morning to make an appointment with customers, and arrange to visit customers in the afternoon, which takes a long time. Considering that XX is a vast city with a large population and heavy traffic, it is best to choose the same or similar place to receive customers when making an appointment.
2. Before meeting the customer, you should know more about the customer's main business and potential demand. It is best to understand the personal hobbies of decision makers, prepare some topics of interest to each other, and provide targeted solutions for customers.
3. Collect more engineering information from the bidding network or other channels for the reference of the engineering contractor, and put forward suggestions for the engineering contractor to cooperate with the technical and commercial project operation of the engineering contractor.
4, make records every day, in case you forget important matters, important unfinished items marked.
5. Fill in the project tracking table and follow up according to the project progress: preliminary design, bidding, deepening design, stocking implementation, acceptance, etc. , and complete each stage of the work.
6. Focus on the follow-up of pre-design projects, pay a return visit to customers at least once a week, cooperate with engineering contractors to do the owner's work when necessary, and pay a return visit to projects tracked in other stages at least once every two weeks. The engineer's bidding date and the important date of the project progress should be kept in mind, and the return visit should be tracked in time.
7. Actively strive to participate in the project drawings and scheme design at the initial stage of design, and solve the design work of this major for engineers.
8. In the bidding process, the corresponding business documents should be sorted out two days in advance and delivered to the engineer by express delivery or express delivery to prevent omissions and mistakes.
9. After bidding, pay a return visit to customers in time and ask about the bidding results. After winning the bid, take the initiative to ask for deepening the design, help engineers undertake all or part of the design work, and prepare the drawings (equipment installation drawings and pipeline drawings) needed for construction.
10. Strive to sign the supply contract with the engineer as soon as possible, collect the advance payment, arrange the stocking in advance, respond to the engineer's demand with the fastest supply time, and strive for early payment.
1 1. After the goods arrive at the site and the equipment is installed in the project, apply to the technical department to arrange debugging personnel to go to the site for debugging.
12. Prepare the acceptance documents in advance and collect the money in time after acceptance to ensure a good capital turnover rate.
Customer service work plan 7 (1) creates a "service image" and a weekly work plan. Strictly implement the company's rules and regulations and use civilized language when communicating with customers; Integrity-based, not easily promised to customers, promised things must be done and done well; Don't ignore the details; Pay strict attention to clothes, appearance, gestures, etc.
(2) Change the service concept from "I want to serve" to "I want to serve". Seriously study the company's various institutional processes and business processes related to investment promotion, so as to respond to all kinds of questions raised by customers at any time, and give them the most suitable investment promotion plan according to the different situations of different merchants with the attitude of "learning more, communicating more and taking the initiative".
(3) Enhance the sense of responsibility and service, and make a weekly work plan. Take the initiative to do the work to the point and implement it, reduce the service limitations, learn more if you don't understand, cooperate with colleagues and report to the leaders, so as to better complete the work, at the same time enhance the team cooperation ability and better serve customers.
The above is my customer service work plan for the first week of February 20xx, and there may be many unclear places. I hope leaders and colleagues will give me more support and help. Looking back on 20xx and looking forward to 20xx, in the new year, I will work harder, seriously and responsibly in this position, strive to win more profits for the company and establish a glorious image of the company in the eyes of customers.
Customer service work plan 8 has been coming to the talent network for almost a year in a blink of an eye. Before doing Taobao, I was responsible for the collection of text information on the talent network. Because the talent network didn't work, I was in a state of confusion and depression for a while. Actually, I'm glad that we have Taobao now. Of course the talent network will not give up. After all, it is the boss's hard work.
Taobao is not as easy as I thought, but the difference between Taobao and HR.com is that as long as we pay, we can see the return. Even if the return is not proportional to the effort, I still have great expectations and confidence in the future development of Taobao.
In order to make achievements in the next work, it is very important to make a reasonable work plan. The following is my work plan.
1. Think more at ordinary times to understand the psychological needs of customers.
2. Use your spare time to learn some Taobao promotion skills and marketing methods.
3. When customers want to consult some commodity information, they should use civilized language, treat customers politely, convey a harmonious chat atmosphere, and let customers feel the sincerity of the seller.
If you encounter problems or have good suggestions and ideas at work, you'd better record them.
Of course, the above points are far from enough. I will pay more attention to observation and action in my future work.
The first half of customer service work plan 9 has passed. Looking back on the work in the past six months, I am deeply touched. Over the past six months, with the care and support of leaders at all levels in the company and the active efforts of all staff in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.
First, improve service quality and standardize butler service.
Since the launch of "One-to-One Butler Service" in 20xx 10, no matter what problems you encounter in your daily work, you can not shirk them. 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 the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, the on-site simulation and daily inspection such as "smile, greetings and norms" were carried out. We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the 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 community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.
Third, strengthen training and improve business level.
Professional knowledge is very important for property management personnel. Lack of 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 is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving 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 help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, 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. The company also regularly trains its employees in this field. Mainly combined with the "Regulations on the Property Management of Residential Areas in XX City", "Measures for the Management of Residential Properties in XX Industrial Park", "Measures for the Management of Residential Interior Decoration" and other relevant legal knowledge, the problems encountered in practice are solved legally, and it is clear that property management is not always guaranteed, nor is the property management company responsible for everything. The company also selected some classic cases for discussion, analysis and research. We need to constantly learn and accumulate experience in our work.
Our work plan for the second half of the year is:
1. Follow up the situation reflected by the owner in the satisfaction survey in the first half of 20xx, so as to improve the occupancy rate in 20xx.
Two, continue to standardize the work process, earnestly implement the responsibilities of each position.
Customer service work plan 10 First of all, standardize behavior and enhance image.
1. An employee of the management office is applying for a position.
2. According to the reception requirements of the customer service center, show courtesy, smile and take the initiative to greet the owners and visitors.
3. Analyze the requirements put forward by the owners and visitors in order to provide better service.
4. Timely and effectively handle and pay a return visit to the owner's repair service and complaints, and make records carefully.
Second, standardize services.
1. Write all the work logs carefully, and make clear the documents and records.
2. Establish a maintenance checklist, and record the shift work of various forms.
The customer service team holds a weekly meeting every Monday morning. On the basis of the employee's work report, Xiao Ku reviews and summarizes the tasks completed in the previous stage, arranges new tasks, publicizes the provisions of the regular meeting of the center, puts forward clear requirements, reports to the supervisor in time and asks for instructions.
4. Establish and improve the file management system, classify and archive all kinds of documents collected, and have a retrieval catalogue. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.
Third, the housing management is thorough and meticulous.
When dealing with the problems of on-site maintenance and public * * * area maintenance, the number of on-site maintenance services in half a year is as high as 740, and that in public * * * area is 752. There are few technicians for community maintenance, which requires technicians to have comprehensive skills, and also undertakes night maintenance and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.
Fourth, the management and maintenance of houses.
1. For the house being renovated, strictly follow the house decoration regulations, urge the householder to decorate according to the regulations, implement ab card management for decoration application and decoration personnel, and put an end to violations.
2. As for the leakage of the renovated owner's house in the residential area, the management office adopts a peaceful way to help the residents solve the problem. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.
Verb (abbreviation for verb) Maintenance of daily facilities.
Kali maintains the patrol system, daily facilities and equipment in public areas, and promptly informs the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.
Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.
Distance supervisors guide the cleaning work in residential areas, formulate standard operation supervision procedures, implement the district responsibility system, set personnel, posts and work contents, and regularly check weekly, which effectively mobilize their enthusiasm, promote internal harmonious competition and improve the environmental quality of residential areas.
Seven, greening work.
Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.
Eight, publicity and cultural work
Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management. Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents. Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, I was praised by the residents. I helped the owner to contact housekeeping services such as hourly workers and paid services such as household appliances and household appliances. Provide an entertainment environment for owners to play the piano and sing songs, and close the relationship with residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "Spring Festival Song and Dance Evening".
Nine, the main experience and harvest
After working for two months, I have completed some work and achieved certain results. To sum up, I have the following experiences and gains.
(1) Only by putting yourself in a correct position and trying to get familiar with the basic business can we adapt to the new job as soon as possible;
(2) Only by actively integrating into the collective and handling all aspects of the relationship can we maintain it in the new environment.
Maintain a good working condition;
(3) Only by adhering to the principle of implementing the system and careful management can we perform the duties of the regional manager;
(4) Only by establishing service consciousness and strengthening communication and coordination can we do our job well.
X. Existing shortcomings
Due to less work practice and lack of relevant work experience, our work has the following shortcomings.
(1) I don't know enough about the contents of the agreement on property management service fees, especially some previous charges.
XI。 What's the next step
In view of the shortcomings in the work, in order to do a good job in the new year, the following aspects should be highlighted.
(1) Actively communicate and coordinate with relevant leaders of maternity protection and customs to further straighten out the relationship;
(2) Strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency;
(3) Manage the cost of consumables and save the company's cost;
(4) Do everything possible to train employees' etiquette and operational knowledge, and strive to become a cleaning team with high comprehensive quality;
(5) Do a good job in cleaning logistics in the area under its jurisdiction.
To sum up, with the full support of the company's leaders, the strong cooperation of various departments and the joint efforts of employees, our department has made certain achievements, but it has not fully met the company's requirements, and there is still a long way to go before the advanced standards of property management. We will definitely strengthen our study in the future, under the direct leadership of the manager of the property management company, provide standardized, fast and effective services for the owners, do a good job in reception, and create beautiful and comfortable rooms for the owners. I am confident that in my future work, I will constantly improve and innovate, do a good job in various management work, constantly sum up experiences and lessons, and keep making progress. In the coming new year, I will become a real propagandist, shaper and executor of++brand. I am determined to devote more time and enthusiasm to my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere together, create more surprises and transcendence, give full play to the team spirit, take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, sneak into the owner's heart and work hard in the footsteps of the new year! Hefeng Real Estate, "Come on! ! ! "。