The days pass by silently in the blink of an eye, and our work has entered a new stage. In order to grow better at work, let us plan it carefully now. Want to learn how to plan but don’t know who to ask? The following are 6 customer service work plans that I have collected and compiled. Welcome to read and collect them. Customer service work plan 1
I have been working in customer service for nearly seven years. I have written many summaries during the seven cycles of spring, autumn, winter and summer. I feel that the summary is like a station where I can calm down and sort it out. The tired mood burns with beautiful hope, replenishing energy for the next journey. No matter how ordinary the customer service work is, I can always accept various challenges and constantly look for the meaning and value of my work. The following is my New Year's work plan.
(1) Responsible for the customer relationship management of the center, analyze customer information, such as loyal customers, ordinary customers, lost customers, design corresponding activities, and improve customer retention rate.
(2) Responsible for the appointment and tracking service operation of the center.
(3) Responsible for the summary and analysis of appointment and tracking information.
(4) Responsible for handling customer complaints encountered during appointment and follow-up.
(5) Responsible for the half-year training needs and plans of employees under your jurisdiction.
(6) Responsible for the continuous optimization of appointment and tracking workflow. Customer Service Work Plan Part 2
1. Standardize internal management and enhance employee responsibility and work efficiency
(1) After joining the **Customer Service Department, I found that the internal management of the department is relatively weak , mainly manifested in employees' weak sense of responsibility, insufficient work initiative, low work efficiency, and procrastination. In response to the above problems, I further improved the department responsibility system and clarified the responsibilities and work standards of department employees; strengthened communication with employees, organized multiple targeted trainings, and regularly commented on employees' work, which effectively motivated employees. work responsibility. At present, department employees are highly motivated to work. They have transformed from passive and conditional work to the current active and voluntary work attitude, thus promoting the development of various work in the department.
(2) Strictly focus on the service quality and level of customer service personnel and create a good service image.
The customer service department is the bridge and information center of the service center, and plays a role in connecting internal and external parties. The service level and service quality of the customer service staff directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on strengthening employee service management. Department employees conduct self-inspections and mutual inspections on clothing and etiquette before going to work every day, so that customer service personnel can maintain a good service image and strengthen customer service staff's language, etiquette, communication and Problem-solving skills training improves the service quality of customer service staff. The department has established a service philosophy of "thoughtfulness, patience, enthusiasm, and meticulousness" and implemented this philosophy into the service to the owners. In the service, the owners' matters are truly treated as their own.
(3) The successful completion of the first phase handover of ** has laid a solid foundation for the overall work of the customer service department. In mid-month **, **phase 1 was officially handed over and occupied. Our department is mainly responsible for the first phase. Distributing check-in information, signing contracts, handling owner disputes, etc. Accumulated processing (add this content yourself)
(4) Closely cooperate with various departments to do a good job in internal and external contact and coordination of the service center
The important function of the customer service department is to contact the service center Work with owners and other external parties, provide timely services to owners through feedback information, and deal with them cumulatively this year (add this content yourself)
2. Problems in department work
Although the department’s overall work has achieved Good results have been achieved, but there are still some problems. In order to further improve the work next year, the problems existing in this department are summarized as follows.
(1) The professional level and service quality of employees are low.
Judging from the work and practice of the department for half a year, the customer service staff's professional level is low and the service quality is not very high. Mainly manifested in the immaturity of problem-solving skills and methods, lack of experience in dealing with emergencies, and low professionalism in service.
(2) Department management systems and processes are not sound enough
Since the department has focused mainly on preparations for delivery in the past six months, it has neglected the system At present, the systems in terms of employee management, service standards, and operating procedures are not very sound. Therefore, the department's work efficiency, employee responsibility, and work enthusiasm are affected to a certain extent.
(3) Coordination and handling of problems are not timely and appropriate enough
Information feedback on complaint handling, owners’ opinions, suggestions, and owners’ help is not timely and comprehensive enough, and issues are not received in a timely manner Follow up and report, the way and methods of handling the problem are inadequate.
3. Key points of the 20xx work plan
(1) Continue to strengthen customer service levels and service quality, and the owner satisfaction rate reaches more than 96%.
(2) Strengthen the charging level of property service fees to ensure that the charging rate reaches more than 95% by the end of the year.
(3) Strengthen department training to ensure that the professional level of customer service staff is significantly improved.
(4) Improve the customer service system and process, and the department has basically realized institutionalized management.
(5) Closely cooperate with the work of various departments to promptly and properly handle owner disputes, opinions and suggestions.
(6) Strengthen cleaning outsourcing management, ensure inspection and assessment, and continuously improve service quality. Customer Service Work Plan 3
In 20xx, the department’s main work will be divided into three major areas:
1. Listing on the New Third Board - Striving to be listed on the New Third Board within 20xx
(New Third Board : Securities company agency share transfer system Bengbu High-tech Park Unlisted Co., Ltd. Share Quotation Transfer System mainly provides an equity transfer and financing platform for small-scale and fast-growing unlisted joint-stock companies (high-tech enterprises) in the High-tech Park. At the same time, companies cultivate listing resources for the main board, small and medium-sized enterprise board and GEM through directional capital increase in the national unified market, conduct transactions with high price-earning ratios and high premiums, and obtain generous returns, without knowing the whereabouts or use of the raised funds. Restriction; forming the market price of the company's stock in the market will help improve the company's credit level and the valuation level of the shares, and will also attract a lot of attention. It can also promote the company well in the national market and increase the company's visibility. It is conducive to business expansion and company development; it encourages listed companies to establish a complete legal person governance structure and a reasonable information disclosure system, use the power of the capital market to expand scale, become bigger and stronger, standardize operations, and achieve leapfrog development of enterprises.
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1. Contact, negotiation, demonstration, and signing (brokerage recommended listing quotation transfer agreement)
2. The company will be restructured according to the listing requirements
(1) Hire a securities company to serve as financial consultant for restructuring
(2) Certified public accountant to audit the company's financial situation
(3) Existing shareholders of the company serve as promoters of the new joint-stock company*** Sign the "Promoter Agreement"
(4) Apply to the Industrial and Commercial Administration Bureau for pre-approval of the name of a joint-stock company
(5) Cooperate with securities companies to prepare application materials for the establishment of a joint-stock company
(6) Issue capital verification report and evaluation report
(7) Convene the founding meeting, elect members of the board of directors and board of supervisors, adopt the company's articles of association, and the board of directors will apply for change registration to the industrial and commercial administration department
< p>(8) The industrial and commercial administration department records, issues a business license, and the joint-stock company is formally established3. Internal standardized operations—accounting, management
4. Internal audit of securities companies Acceptance and application for listing
(1) Apply to the park management committee for the qualification of a pilot enterprise for share quotation transfer;
(2) Cooperate with accounting firms and law firms (if any) Audit and due diligence;
(3) Cooperate with the due diligence of the recommended brokerage for quotation;
(4) The core team of the recommended brokerage for quotation will review the due diligence work papers in accordance with the requirements of the association
p>(5) Review the due diligence report and issue a core report;
(6) Cooperate with the recommended brokers to prepare application materials and submit recommended listings to the association for filing
Documents;
(7) Association registration confirmation;
(8) Centralized share registration;
(9) Disclosure of share quotation and transfer instructions; < /p>
(10) Officially listed on the Shenzhen Stock Exchange.
2. Network management - more standardized and improved
1. Website infrastructure - continue to expand functions, transform front-end and back-end programs, and add a video center
2. Enrichment of web page content - original soft articles, anchor text inside and outside the site, page layout, a large amount of information release
3. Online promotion - pre-selected keywords, expanded promotion through Baidu network alliance and external links, search Volume and competitive analysis (in November, Baidu included 82 pages from 12 pages);
4. Online investment promotion---expand the third-party Alibaba platform, improve online customer files, network and computer maintenance
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5. Incentive plan - Internet article incentives and investment incentives
Goal: Within 6-8 months, the network weight and ranking will reach a level commensurate with the current scale of the enterprise, and strive to surpass the company by the end of the year The network parameters are at the best level.
3. Administrative work-break through tradition and create new situations
1. Daily work-environmental protection, fire protection, safety, logistics, office supplies, issuance of documents, file management, seals Management, vehicle management, annual inspection of various certificates, and maintenance of printing, copying, and fax machines...
2. Trademarks-well-known trademarks and famous trademarks in 20xx
3. Patents and intellectual property rights - continue to apply for 20xx annual patents
4. Legal maintenance - rely on legal advisors to reduce and avoid disputes and safeguard corporate rights and interests
5. Review Certification - maintenance of various audits and declaration of the ninth phase of environmental labeling product government procurement list
6. Application of various projects - high-tech products (exterior walls) and other projects
7. Declaration of maintenance and progress of acquired projects
8. Others
Methods and measures: learn more, accumulate more, use your brain more, contact more, improve more; write more and write more Do, be sincere and dedicated customer service work plan part 4
According to the company’s strategic goals and work arrangements in the next year, the work plan of xx district in the second half of 20xx will be carried out closely around the "Service Quality Improvement Year" The main work plans are:
1. Fully implement standardized management.
Revise the work manuals of each department on the original basis, standardize the work process, strictly implement the work system, and increase the implementation of the system so that management work can be based on evidence. We will also standardize management and improve all kinds of files. We will focus on standardizing records in forms to ensure that they are comprehensive, detailed and well-documented.
2. Implement performance appraisal work and improve service quality
Based on performance appraisal indicators, implement a target management responsibility system, clarify work responsibilities at all levels, assign responsibilities to people, and pass inspections , assessment, truly reward diligence and punish laziness, improve employees' work enthusiasm, and promote the effective completion of work.
3. Strengthen the training and assessment system
According to the company’s training policy, formulate training plans to improve service awareness and business level. Carry out targeted job quality education to promote the improvement of employees' comprehensive qualities such as dedication to work and service awareness. Repeatedly strengthen training for employees in terms of service awareness, etiquette and courtesy, business knowledge, coping ability, communication ability, self-discipline, etc., and check and implement it in actual work, improve management service level and service quality, improve the overall quality of the employee team, and provide The company reserves human resources for development.
4. Establish a strict security system based on the actual situation of the community
Start with system specifications, assign responsibilities to people, standardize supervision and implementation, strengthen team building based on performance appraisal, and increase the supervision of residents in the community The publicity of security knowledge has opened up a situation of joint prevention and treatment.
5. Improve daily management, carry out convenience work, and improve resident satisfaction
Standardize daily work management with systems, and improve the maintenance of community buildings, fire protection, and public facilities and equipment , to satisfy residents, vigorously carry out paid services such as housekeeping cleaning, garden maintenance, water and electricity maintenance, and provide high-quality services to owners.
6. Carry out community cultural activities according to the company’s annual overall plan and create a harmonious community.
According to the work plan for the second half of the year, the focus of the current stage is:
1. According to the "Equipment/Facility Standard Management System" and "Elevator Safety Management Procedure" issued by the operation center ", "Work Plan Management System" and other system specifications, strictly implement them, rectify and improve them one by one, and implement them according to the implementation date.
2. Organize training and study for employees in each department according to the daily work assessment standards in the "Performance Appraisal System" to clarify job requirements.
3. Formulate a feasible plan for vehicle temporary parking charges.
4. Cooperate with the development of community cultural activities such as "Warm Community Life Silhouette" in the operation center, and organize relevant departments to make preparations.
5. Complete the monthly training work according to the department plan.
In the second half of 20xx, xx District will use a pragmatic work attitude and follow the company's overall work policy to complete various work tasks and assessment indicators with quality and quantity, and achieve great results in the year of service quality improvement. .
With the arrival of the second half of 20xx, the work plan of the customer service department will continue to adhere to the company's "customer first, polite hospitality" service concept and carry out good customer service work.
Through more than a year of fee collection work, my methods and techniques for collection work have been improved. In the customer service work in the second half of 20xx, fee collection will still be my priority. The main focus of the work. And implement the collection of fees through the following specific measures:
1. Refine and improve the collection of fees
① Establish and implement new measures for collection of fees
The first stage is to formulate a new reminder system. Allow tenants to adapt psychologically. Therefore, it has been relaxed to the extent that tenants who are in arrears for two months or more will be subject to power outages or shop closures with the approval of the company and depending on the seriousness of the case. This prevents merchants who often default on fees from developing the bad habit of defaulting on fees.
The second stage: After the adaptation period, the department began to implement the principle that the monthly fees of large arrears (tenants with arrears for the current month) should be paid in the same month, so as to prevent merchants from taking advantage of the situation.
The third stage: Our department will strictly implement the above measures for merchants, and plans to keep the monthly charging rate above 93% next year.
② Follow the procedures and implement the progress
After the new fee collection system is introduced, focus on implementation and strive to collect all the monthly fees in the same month. The first payment reminder will be held on the 5th of every month; the second communication and payment reminder will be held on the 10th of each month; the third communication and payment reminder will be held on the 15th of each month, and a blackout letter and a breach of contract letter will be distributed on the 15th. On the 20th, if the tenants are in arrears and have been approved by the company, they will be subject to a power outage or a power outage or sealing of the shop according to the seriousness of the case.
③ Put responsibility on people and give full play to subjective initiative
Continue to adopt the work guiding ideology of assigning responsibility to people, give full play to the subjective initiative of employees, communicate more with tenants, and solve tenants' operational problems in a timely manner Difficulties and problems encountered.
④ Categorize and focus on solutions
For anchor stores, functional stores and merchants with bad attitudes based on the arrears of different tenants, the department manager will take the lead in negotiating and solving them one by one to ensure The charging work is successfully completed.
The monthly charging rate in 20xx is expected to be as follows:
2. Strengthen communication with merchants and give full play to department functions
Strengthen communication with merchants and give full play to the department’s windows The function will still be one of the priorities of the customer service department in 20xx. In the work in 20xx, the customer service department will continue the service concept of "customer first, treat customers politely", promptly feedback the needs of merchants to various functional departments, and solve the emergencies of merchants in a timely manner. To this end, the customer service department continues to strengthen quarterly property service surveys and on-site customer service work.
3. Improve the internal work of the department
①Continue to strengthen employee training and cultivate reserve cadres for the company
Continue to strengthen the department’s business skills training in 20xx. Strengthen training for employees in three aspects.
The first is training on the actual operating procedures for merchants to enter and close their shops; the second is training on emergency response to on-site management; and the third is training on on-site supervision of renovated shops. The purpose of the training is to enable employees to grow as quickly as possible during the training and be able to stand on their own, laying a solid foundation for the company to cultivate reserve cadres.
② Strengthen department team building and enhance department cohesion.
Most of the work in modern enterprises is completed by various teams. For this reason, the working atmosphere and cohesion of the team have a profound impact on work performance. To mobilize the enthusiasm of department employees, in contemporary management, leaders are required to set an example, take the lead, and be able to play an exemplary role in the team.
In the management of employees, we should be people-oriented, praise more, discover more employees' strengths, arrange work according to each employee's own strengths, and give full play to the potential of employees, thereby improving the work efficiency of the team. Make the work of the customer service department run more smoothly, thereby enhancing the cohesion of the department.
In the second half of the year, I will uphold the company's principles and policies! Move towards a better tomorrow! Customer Service Work Plan Part 5
From registering online, participating in listening tests, written tests, interviews, It has been more than five months since I took the re-examination and participated in the training. I came to the big family of the customer service center unknowingly. In these five months, I experienced the change from a college student who just walked out of campus to an office worker. ; From an independent individual to becoming a member of the **Bank Telephone Banking Customer Service Center.
Here, we hold a pre-shift group meeting every morning. The team leader of each group will summarize some mistakes from yesterday’s outbound and inbound calls, and emphasize the following days that we should pay attention to today’s outbound calls. What problems? Here, our group members, group leaders and students make cases for each other, discover our shortcomings from each case, strengthen our standard speaking skills, and let us face all kinds of difficult situations. Customers can be at ease when dealing with customers; here, each of our groups discusses the design of each team's blackboard newspaper, and every student actively participates in the discussion. Everyone expresses their opinions, exchanges opinions with each other, and works together to complete the design and production of the blackboard newspaper; here, We hold a large group meeting before getting off work every day. The floor team leaders will praise students who have performed well in all aspects and encourage students who have made progress. Here, many good people and good things happen every day. Although these things are small, they are always What we feel from these little things is the warmth of a big family in our Telephone Banking Center; here, we will record our work remarks of the day every day and record every bit of our work; more importantly, in Here, under the influence of the corporate culture of **Bank Telephone Banking** Center, we continue to improve our own comprehensive quality and constantly improve ourselves... This tense and busy atmosphere makes me feel a little stressed, who is usually lazy. But the warmth, welcome, and smiles of the old seats and new students infected me and made me feel relaxed. Listening to the friendly and skillful words of the old employees, watching their skillful operations, and experiencing their seriousness and determination in their work, the impetuousness of youth has faded away, and they have gained a sense of maturity and stability.
The following points can be summarized from the work of the past few months:
1. Based on my own job and love my job
As a customer service staff, I always adhere to " Doing simple things well is not simple.” Take everything seriously at work, and whenever you encounter complicated and trivial matters, you always take the initiative and work hard to do it; when colleagues encounter difficulties and need to take over the shift, you can give up your rest time without complaint, make a good work plan, and resolutely Obey the company's arrangements and devote yourself to work;
2. Study diligently and keep pace with the times
I remember what Director Shi said in a class given to our new employees. There is a saying: "Choosing CCB means choosing to keep learning." As a customer service staff at the telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a state. Over the past few months, I have persisted in studying diligently, working hard to improve business knowledge, strengthen thinking skills, focus on integrating theory with practice, and use practice to exercise myself.
1. Pay attention to integrating theory with practice. Use theory to guide and solve practice at work. The purpose of learning is application. With the guidance of theory, the ability to analyze and solve problems has been continuously improved, and the principle, systematicity, predictability and creativity in work have been enhanced;
2. Pay attention to overcoming ideological "laziness". Adhere to the study of business knowledge according to the system and plan. First of all, do not regard the learning of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; secondly, adhere to personal self-study according to your own learning plan, carry forward the "nail" spirit, squeeze in time to learn, and correctly handle work and work. The contradiction between learning is not to neglect learning because of busy work, and not to relax learning because of heavy tasks.
In the future work, I will continue to work hard, maintain a good relationship with customers at work, use the best service to solve customers' difficulties, let me use the best service to resolve customer problems. Develop the following plan:
1. Complete outbound call tasks effectively. During daily outbound calls, learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient outbound calls.
For example, when collecting personal loans in ** area, the contact rate is generally higher when calling in the afternoon, so we need to make more agreed callbacks for ** customers; another example is the understanding and response ability of customers in ** Slow. We need to slow down our speaking speed when making outbound calls to match the customer. Achieve the combination of quantity, quality and efficiency;
2. Strengthen self-learning and improve business level. Be proficient in "speak clearly" and be able to blurt it out when solving customer problems; strengthen the practice of searching the knowledge base and be familiar with the tree structure of the knowledge base to help us use the knowledge base efficiently; constantly consolidate the business knowledge learned to be accurate and complete Respond to customer questions;
3. Enhance proactive service awareness and maintain a good attitude;
4. Continuously improve yourself and cultivate the professional psychological qualities that a customer service representative should possess. We must learn to do boring and monotonous work in an interesting way, and learn to treat work as a kind of enjoyment.