1, attendance and duty arrangement;
2. Formulate departmental rules and regulations and supervise their implementation.
3. Responsible for the performance appraisal of department employees;
4. Daily meetings;
5. Training to improve service level;
6. Formulate the work objectives and plans of the customer service department;
7. Supervise the work of employees in the department and report to the superior supervisor;
8. Inspection and tracking of complaint records;
9. Summarize complaints, summarize and form handling documents, and take preventive measures to improve the quality of services or products.
10, satisfaction survey method copy
1 1. Horizontal and vertical communication, cooperation and docking of company departments.
Customer service is the company's window:
1, pay attention to service attitude, terminology
2. Establish the company's external image.
3. Provide company information in a positive way.
Maintain customers:
1, do a good job in customer file management.
2. Visit customers regularly for in-depth development.
3. Maintain high-quality potential customers and develop them into customers.
4. Inform customers of preferential activities in time.
5. Every return visit will bring useful or beneficial information to customers, so that customers are willing to accept employees' return visits.
Handling of complaints:
1. Customer service should listen to customers' opinions if they have complaints.
A. Unclear facts: show understanding and clarify facts.
B, our service is deficient: apologize, make up in time, and deal with it as soon as possible.
2. Determine customer satisfaction
3, regularly report the service quality table and business statements.
Satisfaction Survey: Find out the key factors that affect customer satisfaction through survey activities, so as to prescribe the right medicine and formulate effective customer satisfaction strategies in the process of improving customer satisfaction.
1, set up a complaint suggestion system where customers can express their opinions. Complaint telephone number; message board
2. Satisfaction questionnaire (questionnaire): list all the factors that may affect customer satisfaction, then rank them from the most important to the least important, and finally select several factors that enterprises are most concerned about, so that respondents can help judge the importance of these factors; Divided into: highly satisfied, generally satisfied, no opinion, partially dissatisfied, extremely dissatisfied.
3. As a customer experience, better understand the service of the enterprise, and tap the shortcomings.
4. In-depth investigation and in-depth interview on a certain issue.
Job responsibilities 4: Job responsibilities of the customer service supervisor.
1. Formulate the objectives and plans of the Customer Complaint Department, and break them down for implementation.
2. Be responsible for supervising and inspecting the implementation of various management functions of the Customer Complaints Department.
3. Be responsible for training the employees of Customer Complaints Department to improve their professional quality and service level.
4. Be responsible for arranging the scheduling, attendance and performance appraisal of employees in the Customer Complaints Department.
5. Be responsible for the training and learning of the customer complaint department.
6. Be responsible for the contact and cooperation between the customer complaint department and other departments.
7, responsible for collecting after-sales service laws and regulations and related policies.
8. Be responsible for formulating the prescribed standards for stores to accept customer complaints, and supervise the implementation.
9. According to relevant laws and regulations, be responsible for formulating after-sales service (return) standards for all kinds of goods in the store, and be responsible for supervising the implementation of the standards.
10, responsible for receiving and properly solving customers' complaints about our goods and services through various means (such as visiting, calling, writing letters, etc.).
1 1, responsible for coordinating and solving customer complaints conveyed by industry and commerce, consumer associations and other departments.
12. Be responsible for regularly analyzing and summarizing the acceptance of customer complaints in the store, and feeding them back to the superior leaders and departments, so as to find problems and solve them.
Job responsibilities of customer service supervisor 2 1. Fully understand the customer's needs and shopping mentality, let each customer buy the goods they need mainly through online chat and telephone sales, and use relevant software to handle subsequent orders in time and accurately;
2. Effectively provide customers with professional services such as product introduction, ordering consultation, process guidance and after-sales support, and handle emergencies reasonably;
3. Be customer-centric and make every customer's purchase easy and enjoyable;
4. Provide customers with high-level after-sales service, solve customers' problems and requirements in time with a good attitude, provide after-sales service and independently solve general complaints and evaluation problems;
5. Respond to customers' messages, maintain the information of goods on the shelves, and ensure the normal operation of the store;
6. Summarize and sort out the growing customer needs and problems, make customer service reports regularly, assist other departments and management to deal with related problems, properly handle service failures and customer complaints, and control the tracking and analysis of customer satisfaction;
7. Lead the customer service team to do daily network marketing and customer service work, and lead the team to achieve the goal;
8. Complete the on-site management of customer service, and put forward the optimization and improvement scheme for the problems in the work;
9. Train, guide and manage customer service team members, and formulate reasonable customer service processes and management systems;
10, tracking, feedback and managing the work progress and mentality of customer service staff.
Responsibilities of the customer service supervisor. Responsible for assisting the department manager to organize the department staff to carry out daily work according to the department work requirements to ensure the quality of the company's service work.
2. Be responsible for the controlled distribution and management of service-related documents.
3. Be responsible for organizing the reception and handling of the owner's complaints, keeping work records, understanding the authenticity of the incident, coordinating the follow-up and handling of the incident by various departments and regions, and finally understanding the complainant's satisfaction with the incident handling in a closed loop.
Iv. Organize department personnel to classify, summarize and count the opinions, complaints and suggestions of the owners, report the analysis to the company once a week, and notify relevant departments and regions to implement improvement measures once a month.
Verb (abbreviation for verb) organizes customer visits in various regions. Responsible for organizing regional community cultural activities, service quality evaluation and customer survey and measurement.
Six, responsible for the work inspection of each position in the department, responsible for organizing the training of department employees, and conducting case training once a week.
Seven, responsible for the supervision and inspection of the implementation of the logo in this area.
Eight, responsible for checking the accuracy of the department's computer customer information, to ensure the normal operation of the computer system and access system.
Nine, supervision and inspection of the implementation of quality planning activities, responsible for organizing, coordinating and implementing the new site construction work.
10. Regularly publicize the laws and standards related to property management to the owners/tenants, and guide the owners to solve the complaints legally and reasonably.
Eleven, the application and popularization of data statistics, organize inspection and supervision of preventive and corrective measures.
Twelve, complete other work delivered by the department.
Customer service supervisor responsibilities 4 responsibilities 1: customer service supervisor responsibilities 1. Formulate the work objectives and plans of the customer complaint department, and break them down for implementation.
2. Be responsible for supervising and inspecting the implementation of various management functions of the Customer Complaints Department.
3. Be responsible for training the employees of Customer Complaints Department to improve their professional quality and service level.
4. Be responsible for arranging the scheduling, attendance and performance appraisal of employees in the Customer Complaints Department.
5. Be responsible for the training and learning of the customer complaint department.
6. Be responsible for the contact and cooperation between the customer complaint department and other departments.
7, responsible for collecting after-sales service laws and regulations and related policies.
8. Be responsible for formulating the prescribed standards for stores to accept customer complaints, and supervise the implementation.
9. According to relevant laws and regulations, be responsible for formulating after-sales service (return) standards for all kinds of goods in the store, and be responsible for supervising the implementation of the standards.
10, responsible for receiving and properly solving customers' complaints about our goods and services through various means (such as visiting, calling, writing letters, etc.).
Responsibility 2: Responsibility of customer service supervisor 1. Fully understand customer needs and shopping mentality, mainly through online chat and telephone sales to let each customer buy the goods they need, and use relevant software to timely and accurately handle subsequent orders;
2. Effectively provide customers with professional services such as product introduction, ordering consultation, process guidance and after-sales support, and handle emergencies reasonably;
3. Be customer-centric and make every customer's purchase easy and enjoyable;
4. Provide customers with high-level after-sales service, solve customers' problems and requirements in a timely manner with a good attitude, provide after-sales service and independently solve general complaints and evaluation problems;
5. Respond to customers' messages, maintain the information of goods on the shelves, and ensure the normal operation of the online store;
6. Summarize and sort out the growing customer needs and problems, make customer service reports regularly, assist other departments and management to deal with related problems, properly handle service failures and customer complaints, and control the tracking and analysis of customer satisfaction;
7. Lead the customer service team to do daily network marketing and customer service work, and lead the team to achieve the goal;
8. Complete the on-site management of customer service, and put forward the optimization and improvement scheme for the problems in the work;
9. Train, guide and manage customer service team members, and formulate reasonable customer service processes and management systems;
10, tracking, feedback and managing the work progress and mentality of customer service staff.
Responsibilities of Customer Service Supervisor 5 Dear leaders and colleagues,
Hello everyone!
Thank you very much for giving me a chance to show myself. This competition is a rare opportunity for me personally, which will help me improve my personal quality. No matter what the result is, I will work harder to repay the company's love for me.
Let me introduce myself. My name is xxx, xx years old, with a bachelor's degree. I am in charge of xxxx building now. Since I left school on June 1 1 in XX, I have stepped into the melting pot of society, worked as a security guard, a security monitor, opened my own shop, worked as a small boss and a customer service clerk. No matter where I work, I work hard with full enthusiasm and positive attitude, and make continuous progress in my efforts. On February 28th this year, I was lucky enough to join the big family of Century Jinyuan. In the early stage of Wangjiangyuan, I renovated Lanjiangyuan and Yongjiangyuan successively, and now I am the director of the second and third floors of Lanjiangyuan. "It takes ten years to sharpen a sword", but today I am standing in front of you in ten months-competing for the position of the head of the customer service department of the property company, hoping that my little spark can stir everyone's hearts.
If I am lucky enough to be recognized by the company, I will work hard in the following aspects:
I. Three major tasks
Through the previous customer satisfaction questionnaire, it can be clearly seen that in all the projects of property management, the importance of safety management is still the biggest in the minds of owners. Therefore, we have three clear tasks: 1, safety first: the "zero" goal of safety accidents is the standard for our daily progress; 2. Personalized service: people have no me, people have my advantages, and people are better than me; 3. Build an excellent team: further strengthen the organic combination of institutionalized constraints and humanized management.
Second, three innovations.
1, concept innovation 2, management innovation 3, service innovation
Innovation is the wisdom and soul of an enterprise; Innovation is the source of enterprise's survival and development. Carry out three major innovations of "concept, management and service", enhance the overall competitiveness of Jinyuan Property, and transform the spiritual motivation of serving owners and customers into the material motivation of strengthening the company's strength.
Third, two improvements.
Namely: improve customer satisfaction and property fee collection rate. Customer satisfaction is the starting point and fundamental purpose of all our work, and it is also the guarantee for collecting various management fees. I believe that as long as we persevere, as long as we work hard, with our thoughtful service, with our sincere smile, with our down-to-earth work, the improvement of customer satisfaction and the improvement of the collection rate of property fees will inevitably become inevitable.
These are some of my thoughts on the work of customer service supervisor, which are very superficial. Please also point out the shortcomings and give me some valuable opinions. I would appreciate it.
The result of the competition is really important, but it is more important to make progress and grow in participation. No matter when and where, I am willing to be a responsible person, never give up my study and hard work, never give up this upward state, and never give up my enthusiasm and confidence in my bones. Because I am convinced that responsibility will lead to success!
My competitive speech is over, thank you!
Job responsibilities of customer service supervisor 6 The direct supervisor of the customer service supervisor in the shopping mall is the customer service manager in the shopping mall. To be a good customer service supervisor in shopping malls, we must first clarify the job responsibilities of the customer service supervisor in shopping malls. The job responsibility of the customer service supervisor in the shopping mall is to summarize the work of the customer service supervisor in the shopping mall. The following introduces the specific responsibilities of the customer service supervisor in the mall.
First, daily check the etiquette and clothing of the clerk;
Second, check the customer service workflow of employees to ensure the quality of service;
Third, do a good job in customer complaints and front desk reception;
Fourth, set an example to advocate the business philosophy of "customer first" and put an end to disputes between employees and customers;
5. Coordinate with government departments to ensure a good external environment of the mall;
Sixth, do a good job in recruiting members and visiting major customers;
Seven, strict management of trolleys and shopping bags sales;
Eight, guide the standardization of customer gift distribution, storage and return/exchange;
Nine, make the staff schedule, strictly control the personnel cost;
Ten, responsible for arranging staff professional knowledge training and performance appraisal;
Eleven, responsible for arranging the distribution and tracking of the mall newsletter, to ensure the implementation of various promotional activities in the mall;
12. Guide the work of the delivery office according to the company's specifications and obey the work assignment of the store manager.
Responsibilities of Customer Service Supervisor 7 Responsibilities 1: Responsibilities of Customer Service Supervisor before sales.
1, Taobao pre-sale consultation, answer online buyers' questions, guide users to purchase online smoothly, and facilitate transactions;
2, typing speed is fast, and have a certain understanding and understanding of Taobao. Familiar with Taobao's trading operation.
3. Agile and flexible in thinking, patient and able to put yourself in the customer's shoes.
4. Have Taobao customer service experience, especially clothing shopping guide.
5. Able to handle simple after-sales problems independently.
Responsibility 2: the responsibility of the pre-sales customer service supervisor.
1. Carry out research on external dialing, realize customer return visit, collect, update and mine customer information;
2. Need to handle a large number of customer calls and provide pre-sales support and customer service for telemarketing activities;
3, according to the standard for effective information statistics, input, customer information management, accurate input research information;
4. According to the company's arrangement, complete the publicity and implementation of the company's customer feedback and other service activities;
Responsibility 3: the responsibility of the pre-sales customer service supervisor.
1. Solve the pre-sales consulting service of products by telephone, online chat tool, fax and email. Understand customer needs, accurately record customer information and file it;
2. Recommend suitable products for different customers, guide customers to purchase smoothly on the website, and facilitate the transaction;
3. Deal with all kinds of problems before and during the sale patiently and meticulously;
4. Handle orders and provide pre-sale and mid-sale services, and manage the daily life of the store;
5. Organize daily, weekly and monthly sales data, and timely summarize and report;
6. Investigate and understand customer needs, analyze and summarize customer needs and report to department heads;
7. Communicate with other team members in time to ensure the smooth and transparent internal information, improve work efficiency and be able to complete tasks independently;
8. Implement online activities and assist departments to complete other marketing tasks;
9. Other matters arranged by the boss.
Responsibility 4: the responsibility of the pre-sales customer service supervisor.
1. Communicate with customers through Want Want, answer customers' questions, guide and identify potential customers, provide online product consultation and sales, and guide customers to place orders online, so as to better promote sales and promote orders;
2. Correct service attitude, guide customers to get favorable comments and improve store evaluation;
3. Handle daily simple pre-sales problems independently;
4. Timely follow up whether the order was placed successfully and follow up;
5. Respond to customers' questions, try to use appropriate expressions according to the actual situation, and create a harmonious shopping atmosphere;
6. Answer customers' questions accurately, avoid answering irrelevant questions, constantly guide customers to buy, and quickly facilitate transactions;
7. The typing speed shall not be less than 80 words/minute;
8. Give priority to buyers who buy goods. For buyers who are hesitant and unable to attack for a long time, cleverly increase their desire to buy, send in-store promotions or small favors to promote transactions;
9. After the transaction, sometimes we will check the delivery address with the buyer, guide the buyer to receive praise again, remind the buyer to pick it up at the store, and look forward to the next cooperation;
10. Customers who fail to reply in time or close the deal actively communicate with the buyers and strive for marketing opportunities again. For offline buyers, clever news promotes secondary marketing;
1 1. Use Want Want expression reasonably. Sometimes one expression can stand up to one sentence, understand the customer's needs, ask the customer's demand points, make targeted marketing introductions, and do what you like. Don't pester the customer with a question, don't explain too much, let the customer be merciless, learn to guide, and don't involve the after-sales problem too much in the pre-sales process;