Customer Service Department Management System<> and Job Responsibilities

Customer Service Center Customer Service Department

February 19, 2002

Instruction Reporting System

Request instructions and reports in a timely manner when encountering the following problems:

Political problems and leaks of confidentiality discovered during work;

Discovering major errors, accidents, and serious violations of communications Disciplinary issues;

Problems endangering the personal safety of communication equipment;

Problems that need to be solved beyond the scope of the job;

If users deliberately create difficulties at work, report to the squad leader Requests for instructions should be handled by the squad leader;

Requests for instructions should be reported step by step. In case of emergency, it can be done at a higher level, but reports should be reported to the superior afterwards.

Requests for instructions must be timely, accurate, and Put forward handling opinions based on the situation, record the instructions of superiors in detail, and implement them carefully. If you have different opinions, you can make suggestions. When superiors insist on their original intentions, they should be implemented first and then reflected upwards according to organizational principles.

Safety and confidentiality system< /p>

Strictly keep communication confidentiality and do not leak any customer information under any circumstances.

Strictly abide by company communication disciplines and ensure safety (fire prevention, virus prevention, leak prevention, theft prevention, and accident prevention) Work.

It is strictly forbidden to chat with customers, and non-staff members are not allowed to enter the computer room. Any external personnel entering the computer room for business must obtain approval from their superiors and complete registration procedures. (This will be implemented after the customer service system is in normal operation)< /p>

Use communication equipment correctly and take good care of the equipment room facilities. It is strictly forbidden to place water cups and other items that are easily damaged on the machine to avoid malfunctions.

It is strictly forbidden to use open flames at the communication site. If it is really necessary to use an open flame, it must be approved by the company's security department and take necessary safety measures before using it.

Strengthen the leadership of safety and confidentiality work, and insist on regular inspections (power supplies, sockets, open flame hazards, documents Control and execution), fire-fighting equipment should be kept by dedicated personnel and problems should be solved promptly.

Keep the necessary items for work, and those who put money in the locker or lose valuables are responsible for their own responsibility.

Communication is strictly prohibited on site. Use self-purchased electric heating equipment to cook rice and hot water.

Customer Service Department Meeting System

Handover meetings will be held from time to time to review changes in business, the spirit of superiors’ instructions, customer suggestions and complaints and procedures , the equipment changes will be explained clearly to the next shift in a timely manner and recorded clearly.

The shift meeting will be held once a week. It will be attended by the squad leader of each shift and presided over by the director of the customer service department to discuss service, safety, style, and training. Review the work of the week such as attendance, report on business processing, conduct case analysis on the resolution of special difficult problems, and summarize a unified reply caliber, which is communicated to each business representative.

Business of the entire customer service department The representative meeting is held on the Friday before the 25th of every month. It is chaired by the director of the customer service department and attended by the center director. The meeting content reports on the completion of the monthly work tasks, and rewards and punishments are given based on the quality inspection results. Each team reports on the work of the month and points out the progress of the work. Existing problems. Business training and troubleshooting. Inform next month's work plan and work goals.

Submit half-year and annual work summaries in a timely manner, and propose work improvements and measures, and make reasonable arrangements for the second half of the year and next year. The work.

Customer Service Department Duty System

When on-duty personnel are on duty, they must first dress uniformly, stick to their posts, and wear their job badges. Secondly, they must sit upright, be energetic, and concentrate.< /p>

Staff on duty must obey the command and dispatch, and conscientiously follow the requirements of various business procedures, service specifications and operating specifications.

When on duty, they must use standardized service terms, from tone, tone, Be polite, kind, concise, clear, patient and considerate in your responses.

Establish a "customer"-centered service concept, keep in mind the service principle of "the customer is always right", and respond quickly , respond well to Riqing Rigao.

Consciously abide by labor disciplines and perform operator duties. It is strictly forbidden to make loud noises in the machine room, and you are not allowed to leave your post without the approval of the shift leader.

Strictly Implement rules and regulations and security and confidentiality systems to ensure that customer information and machine owner information are not leaked.

Strict shift handover procedures and conscientiously abide by the shift handover system.

On-site standardized standards of the customer service department

Dress uniformly, treat others politely, and sit upright.

Do not make loud noises or do anything unrelated to work in the computer room.

The monitor is located on the right side of the table, and the headphones are hung on the right side of the machine.

The work surface is clean and tidy, and notepads are placed in the same place.

The seats are neat and should be returned to their positions promptly after leaving the seats.

There is a horizontal and vertical line for items in the computer room.

Entry and exit from the computer room must not exceed the specified time limit. If there are special circumstances, please ask the squad leader for instructions.

Onsite management system

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1. Follow the squad leader’s command and dispatch.

2. Standardize the use of service terms, patiently answer questions raised by users, and seriously accept users’ business registration, business consultation, and reporting suggestions.

3. Operate strictly in accordance with regulations and do not do things on your own.

4. Observe communication disciplines, labor disciplines, and confidentiality systems.

5. Dress neatly when entering the computer room 1. Wear your work badge in the same position.

6. Sit in an upright posture, the countertop must be clean and hygienic, and items unrelated to business cannot be brought into the computer room.

7. Chairs, keyboards, and computers cannot be used randomly. Move. When leaving the stage, the keyboard must be pushed into the drawer, and no scribbling on the equipment is allowed.

You cannot leave the stage at will without the consent of the monitor.

You cannot read or write during working hours. You are not allowed to make private calls while chatting at the stage; pagers and mobile phones are not allowed into the computer room.

All computers in the customer service center are not allowed to play games online without approval.

For those who are not on duty, You are not allowed to stay in the computer room, and you are not allowed to use the landline phone in the computer room.

There are no peels or cores in the computer room.

Hygiene Management System of Customer Service Center<>

1. The computer room is the most important working environment

The computers, tables, chairs, stationery and other items in the computer room are neatly arranged and dust-free;

The doors and windows are bright and the floor is clean;

< p>Employees dress neatly and hygienically on board, and long hair should be tied up.

Keep the bulletin board in front of the big screen and the facilities neat and clean.

2. Management of the locker room

Keep the locker room quiet, close the door softly, and speak softly;

When entering the workroom, you must change your clothes and put them in your own locker, and do not leave them outside or on the top of the locker;

< p> Dress neatly, not wrinkled, not mutilated, not rolled up sleeves, dress lightly when working;

Keep personal belongings properly to prevent loss. It is prohibited to use them indiscriminately, and lock the cabinet in time, otherwise you will be responsible for the consequences.

The cleaning of the locker room is organized and implemented every Monday by the shift leader on that day.

3. Management of flowers and plants in the machine room

The day shift is responsible for watering.

2. The day shifter who works every Friday is responsible for cleaning the leaves.

Customer Service Department Handover System

Arrive at work 10 minutes in advance and listen carefully to the squad leader's roll call. Comments.

After the roll call and comments are completed, queue up and enter the computer room.

Be prepared before the shift. The job handover should be concise and fast. No small talk is allowed, and you should get into work quickly.

The successor is not allowed to leave the machine before the successor arrives at the machine.

Read the latest announcements carefully to learn about business changes and preferential policies in a timely manner.

The handover log must record the equipment status , difficult problems, personnel transfer status, records are clear and clear.

Compilation of the leave request system of the customer service department

Essentially implement the leave request and cancellation system, so as not to be late, not leave early, and not be absent from work without reason. Make sure you arrive at work on time.

If you are unable to go to work if you are sick, you must ask for leave in advance. General leave must be submitted one day; special leave must be submitted one hour before work; if you cannot ask for leave in advance, it must be approved by the manager It will take effect only after it has been completed. Otherwise, it will be treated as absenteeism.

Applying for personal leave must be handled step by step, and skipping leave and cross-leave requests are not allowed. Vacation approval authority: one day is approved by the director of the customer service department; more than one day is approved by the director of the customer service center .

Personal leave must be applied for by the person in person and cannot be requested by others, except for sick leave.

Sick leave must be valid for one day only with a certificate from a medical unit (except for emergencies). Emergency leave must be Notify the squad leader by phone before work (you can entrust others to do so). The sick leave certificates must be consecutive and the leave note must be handed over to the squad leader on the first day after the sick leave expires.

In principle, no leave is allowed for night shifts. In special circumstances, It must be submitted before twelve o'clock on the day, and it will take effect after approval by the management.

Leave is not allowed on holidays. Except for extreme special circumstances, it must be submitted two days in advance, and it will not take effect until approval by the management.

Not asking for leave before class, late for two days

Those who are absent from duty for 20 minutes or more without authorization will be punished as a disciplinary violation.

Due to official business and going out to study, approval from the customer service center director is required

Customer Service Department Shift Change System

Employees may be allowed to change shifts during work due to personal or other needs to handle matters personally during working hours.

Shift changes must be approved by both shift leaders and the shift change registration form must be filled in.

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Each person must change shifts more than 2 times per month. Continuous shift changes are not allowed, and those who change shifts and those who return shifts are not allowed to have consecutive shifts.

Shift changes must adhere to the principle of equivalent work types and technical and professional levels. .

Both parties must clearly explain the shift change. If the explanation is unclear and the shift is missed, the unoccupied shift will be treated as absenteeism, and both parties will be assessed based on their responsibilities.

Neither shift change nor shift return is allowed. Asking for leave, otherwise it will be treated as absenteeism.

The shift leader must keep track of the personnel situation and may not approve it at will.

When changing shifts and returning to another shift, the customer service center's policies must be followed.

Holidays Personnel on duty are not allowed to change shifts or take leave.

Job Responsibilities of the Director of Customer Service Department

Assist the Director of the Customer Service Center in management, establish and complete various rules and regulations, improve business processes, and implement telecommunications services implement various policies and policies, timely convey the company's latest spirit and business notices, implement various documents from superiors on telecommunications business knowledge, and implement management of various businesses, and maintain the normal working order of the customer service center.

Responsible for the scheduling and arrangement of customer service department personnel, responsible for the management, guidance and supervision of squad leaders, responsible for the organization and management of the daily work of the customer service department, and submitting analysis reports on customer security services and other situations on time.

Implement various tasks To carry out business, master the monitoring and management methods of the operating system, handle problems promptly and register them.

Responsible for coordinating with relevant departments, and handling customer service issues in a timely manner

Incidents and important complaints.

Responsible for the regular training and assessment of the customer service department’s business knowledge, and archiving

to promote the continuous improvement of the business quality of business representatives and meet the requirements as soon as possible

Meet the needs of customers.

Responsible for summarizing weekly acceptance supervision, feedback, return visits, and reporting the results in a timely manner.

Customer Service Department Team Leader Responsibility System

Responsible for the business management and guidance of business representatives; inspecting and supervising the implementation of employee job responsibilities; handling difficult problems, important events and emergencies at work, and reporting them to the director of the customer service department in a timely manner.

Essentially implement various rules and regulations, correctly implement various business tariff policies, strictly enforce business processes and processing time limits, and ensure the completion of customer service department and assessment indicators.

Strict on-site management, carefully fill in the duty log, every month Summarize and form a service quality analysis report and submit it to the director of the customer service department before the 22nd.

The daily shift leader is responsible for statistics on the work situation of the day (system problems, problem summary, consultation, inquiry, active service workload daily report, weekly report) Leave it to the director of the customer service department.

The shift leader of each group is responsible for the business representatives’ ideological trends, reporting problems in a timely manner, and organizing business representatives to learn new business and provide regular training to ensure that each employee is familiar with business knowledge and is proficient in operations. system.

Know the busy status of each shift, submit it to the director of the customer service department in a timely manner, and arrange seats reasonably. For violations of various systems, business procedures, and labor disciplines, we have the right to order the work to stop, grasp the on-site situation and report it to the director Put forward suggestions and handling opinions.

Arrive at work 10 minutes early for each shift and conduct roll call comments. The content is concise and targeted.

Understand the operation of the system in a timely manner, and understand the detention of work orders and various matters. Check the status of work station return orders and urge completion in a timely manner.

Responsibilities of the quality inspector of the customer service department

Responsible for inspecting the service quality of the customer service system, correcting problems immediately if problems are discovered, and reporting emergencies to the director in a timely manner .

Study telecommunications business knowledge carefully, and patiently help answer questions found during inspections.

Monitoring should be no less than 1-5 times per person per month, including: service terms, service Attitude, tone of voice, ability to summarize customer needs, ability to respond to customers, etc.

Fill in the comprehensive evaluation form for service quality in detail for each person's inspection, record the content in detail, and summarize it monthly Submit it for assessment.

A weekly summary will be made, and a training plan will be developed based on the inspection results. It can be training for all employees or individual training. It will be submitted to the director of the customer service department. A quality inspection analysis report and training plan will also be submitted.

Training plan.

During roll call and comment, the common service quality problems discovered during the inspection will be explained in detail to the business representative (designated by the director of the customer service department).

Customer Service Responsibilities of departmental business representatives

Represent customer interests internally, represent the company's image externally, and fulfill the regulatory requirements of the first-inquiry responsibility system.

Be familiar with and master telecommunications business knowledge and various business operations Skills and related business processes.

Proficient in accepting various business service needs of customers, and giving timely feedback to the squad leader on matters that cannot be handled by oneself.

Providing customers with accurate, rapid, cordial and thoughtful services Service, do a good job of "asking, answering, and sending" three-tone service.

Proficient in computer operation skills, and reporting abnormalities in the operation of machines and equipment in a timely manner.

Establish a "customer-friendly" service "centered service concept" and keeping in mind the service principle of "the user is always right", our duty is to satisfy customers.

Study hard, constantly summarize the actual experience of service work, and improve our business quality and Business skills.

Abide by relevant rules and regulations and care about the collective.

Promptly provide feedback on problems discovered during customer service and actively provide suggestions and suggestions for improvement.

< p>Summarize system operation problems and submit them to the squad leader in a timely manner.

Complete matters assigned by leaders.

Represent customer interests internally, represent the company's image externally, and fulfill the regulatory requirements of the first-question responsibility system .

Be familiar with and master telecommunications business knowledge, various business operation skills, and related business processes.

Proficiently accept various business service needs of customers, and promptly respond to problems that cannot be handled by yourself. Feedback squad leader.

Provide customers with accurate, rapid, cordial and thoughtful services, and do a three-tone service of "asking, answering, and sending".

Proficient in computer operation skills , report any abnormal operation of machines and equipment to the squad leader in a timely manner.

Establish a "customer-centered service concept" and keep in mind the service principle of "the user is always right". Our duty is to satisfy customers.

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Study hard, constantly summarize practical experience in service work, and improve your business quality and skills.

Abide by relevant rules and regulations, and care about the collective.

For customers Provide timely feedback on problems discovered during the service process and actively put forward suggestions and suggestions for improvement.

Summarize system operation problems and submit them to the squad leader in a timely manner.

Complete matters assigned by the leader.

Employee level classification rules

Junior worker (189):

Be able to master basic telecommunications business knowledge and apply it correctly in actual work. Understand the basic principles of microcomputers and be able to Simple operation and use.

Be familiar with the acceptance business process, accurately input user needs within the time limit, and dispatch in time. Master the system business query function, flexibly use the operating system, accurate number/name query and 97 system business Information query to provide users with satisfactory services.

In the monthly assessment, the Chinese character input is 30 words per minute, and the business examination is passed.

Intermediate worker (180):

Master telecommunications business knowledge, understand basic telecommunications tariff policies,

be able to correctly handle user inquiries, inquiries, complaints and general tariff disputes in actual work.

Master the principles of microcomputers , Familiar with the business acceptance process. Can answer and summarize customer needs in a timely and accurate manner, and be able to flexibly use the 97 billing system to accurately provide customers with correct verification data;

Report user obstacles, customer suggestions and Complaints can be accepted and entered according to the process. In the monthly assessment, Chinese characters are entered at 50 words per minute.

Third, senior workers (squad leader and 96123)

Fully understand the telecommunications tariff policy and Business knowledge, understand the functions of the company's workstation. In the process of accepting and receiving customers, promptly solve difficult problems encountered by junior and intermediate agents that cannot be answered by this workstation; if they cannot answer on the spot or involve company policies (which will cause Complaints about the company's equipment operation or system operation problems; complaints about cables and lines causing large-scale complaints from customers; emergencies or events that affect the company's interests must be carefully analyzed, summarized in a timely manner, and reported in the shortest possible time Report the information to the duty manager or supervisor within 60 minutes. Complaint forms accepted by each station must be distributed within 60 minutes.

Quality inspection station, while understanding the seat allocation of business representatives

, conduct service tracking for business representatives, be able to understand and summarize the business needs of business representatives, the standardization of service terms and voice tone, and propose training needs; timely analyze and summarize the criticism and suggestions of customers who are dissatisfied with our service Included in the assessment. In addition, be familiar with etiquette service standards and professional terminology. Be proficient in computer principles, system maintenance, 97 inquiries, and tariff complaints and use them flexibly. Be able to summarize market and customer needs in consultations and complaints, and prepare monthly reports Conduct a summary analysis of service quality and provide timely feedback to the business department.

The daily shift leader promptly summarizes the day's consultations, key points, difficult issues, and equipment operation conditions, and summarizes the work log and reports to the director of the customer service department.< /p>

At work, we must understand employees’ ideological trends and attendance status, and have certain organizational and on-site management capabilities.

Four. Return visits, interviewing and editing teams

Return visits to workers We will promptly return the processing results of each responsible department to the user within 72 hours, with a return visit rate of 100% (according to ISO9000 regulations: if the contact information is incorrect or cannot be contacted after 3-5 times, the case can be closed). If the problem is still not resolved If complaints about company services or other upgrades are resolved or caused, feedback information should be written in writing and reported back to the director of the customer service department.

Return visits to work stations should promptly report social suggestions, customer needs, focus issues and employee information, and company investigations The results are summarized (submitted to the comprehensive business analysis team).

The return visit station will analyze and summarize the customer satisfaction status before 18:00 every Monday and submit a copy to the customer service director. The center service analysis meeting will be held on Saturday

The business acquisition and editing station must strictly follow the acquisition and editing process, uninstall in time, add and delete various policies, notices, documents and information, business, and tariffs of the superior department in a timely manner. And after receiving faxes and After the notification, the editing team must organize study, thoroughly understand the spirit of the document, and make a concise and unified propaganda statement based on the customer's understanding ability. After confirmation by the department that issued the document, it will be compiled into the information database for business representatives to consult with customers. Please refer to the reply.

The knowledge base maintenance process is as follows:

Receive business notices from relevant departments

Report to the center director for review

Study documents Mentally understand the business content

Collect relevant business information

Enter it into the knowledge base

Issuing the document to the department for confirmation

Be concise and to the point according to the customer's understanding ability Unify the caliber

The procurement and editing team should record the start and end times of additions and deletions, retain the original information, and do a good job in directory management.

The procurement and editing team is building a complete information database, business knowledge base, and encyclopedia At the same time as the knowledge base, establish a life column that integrates the specialties of business representatives such as literature, painting, and handicrafts.

Summarize the needs of business representatives for the customer service system, establish and improve various business reports of the customer service center, and provide The system can be maintained in a timely manner.

Complete the matters assigned by the leader, the responsibility of the customer service department business representative.

Provide customers with satisfactory services, the standards of the customer service department.