Time flies, and our work is constantly updated and iterated. It's time to start writing a work plan. But how can we avoid a self-satisfied work plan? The following is the work plan of the conference customer service supervisor in the second half of the year that I collected for you (5 selected articles). Welcome to read the collection.

Work plan of conference customer service supervisor for the second half of the year 1 The busy first half of 20xx is coming to an end. Looking back on the work of the customer service department for half a year, I was deeply touched. Over the past six months, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. 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 statistics, since the beginning of this year, the number of calls received by the front desk has reached more than xxxx times, including more than xxxx times of daily repair by the owners and more than xxxx times of repair by the citizens. The average daily telephone volume is as high as xxxx, the average daily visits are xxxx, and the average daily return visits are xxxx.

While implementing the "first question responsibility system", we trained the front desk in xx. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of 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 park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads xxxx administrators to put the inspection first and the fees second. In this way, there is no pressure on xxxx administrators, and it is the same whether they charge or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, we began to reform, cancel xxxx administrators, set up full-time toll collectors, and directly link wages with the charging rate, establish an incentive mechanism, and dismiss xxxx administrators who are not suitable for the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first-stage rate is increased from xxxx% to xxxx%; The second stage is upgraded from xxxx% to xxxx%; The third stage is to upgrade from xxxx% to xxxx%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks 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.

Verb (abbreviation of verb) organizes activities and enriches community culture.

The most important thing of property management is to embody humanized management and carry out various rich and interesting community cultural activities, which is a bridge between property companies and owners. A few years ago, the property management company also organized a large number of community cultural activities, such as some parties, garden activities, short trips and various chess competitions. It has been recognized by all the owners, but combined with the actual operation of the property, the standard property fee of xxxx yuan/square meter can not even guarantee the daily management expenses, not to mention the need for a considerable amount of funds to organize these activities. In this case, we must overcome difficulties, broaden our thinking, think of many ways to make rational use of park resources and carry out paid activities.

According to the actual situation, we contacted some electrical appliances city, fitness equipment center, Yinglilai cake shop, preschool education center and other units to engage in activities in the park. These companies offer a complete plan, and park owners are also involved. Dealers not only distribute gifts, property companies also charge a certain fee to make up for the lack of property fees. Through repeated activities, it embodies the humanized property management of xxxx community. At the same time, it also improved the communication and exchange between the property management company and the owners, and increased a sum of income for the company. According to statistics, since March of 20xx, about xxxx yuan has been collected in cash and in kind through activities in the park.

Six, check the second phase of water meter installation, recover economic losses.

This year, the customer service department has been cooperating with the engineering department to investigate the households who have not installed water meters in the second phase. According to statistics, nearly xxxx households have not installed water meters and paid water charges since they moved in. We must hurry to install watches and try our best to recover the cost. Moreover, in the process of installation, we found new problems. Many cassette water meters need to be replaced with new batteries. Faced with this situation, our department sent a special person to be responsible for the screening of this xx building and the collection of water charges. With the cooperation of the engineering department, we have installed xxxx water meters so far and recovered the cost.

Seven. Work Plan of Customer Service Department in the Second Half of 20xx

1. Follow up the situation reflected by the owner in the satisfaction survey in the first half of 20xx, so as to improve the charging rate in 20xx.

2. Continue to standardize the workflow and earnestly implement the job responsibilities of each position.

3. Implement the basic code of conduct for employees' hospitality, and improve the quality and service level of employees.

4. According to the company's requirements, in the second half of 20xx, all the staff in the customer service department will be trained in professional quality and knowledge, and the assessment will be made in time.

5. Continue to implement the current property fee collection mechanism, and constantly improve it in practical work.

6. Complete the maintenance of xxxx balcony.

Work plan of conference customer service supervisor in the second half of the year. Insist on learning and training.

Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.

(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.

(2) The head of the department strengthens the supervision and management of the players, and inspects the personnel on duty in various subjects irregularly every day, and implements and puts forward criticisms. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.

(3) Develop a training plan and conduct a series of skills training for employees on a regular basis.

1 month: all the staff in the customer service department are tested, and all the staff are required to master and remember the situation of various departments in the hospital and the situation of outpatient experts and doctors.

February: Strengthen the service concept of the staff of the customer service center, learn to "serve with heart, care with love" to achieve wonderful service, and raise the service of our hospital to a new height! Learn "communication skills with customers" to strengthen the communication ability between employees and patients.

March and April: Strengthen marketing management for team members of departments and give lectures on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.

May and June: Conduct etiquette training and etiquette test for the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.

Second, under the leadership of the hospital, do a good job assigned by superiors to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.

(1) Do a good job in customer return visits, understand customer needs, constantly improve our work, and do every detail to meet and satisfy customer needs and growth. Please strengthen the communication between the planning department and the consultation center.

(2) Do a good job in the coordination of outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.

(3) Do a good job in communication with inpatients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive to do better hospital services!

(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps: standing at attention, resting, stopping rotation, standing across, squatting and saluting. Please ask the hospital security department for training.

Suggestion:

1. The hospital conducts 5s management training for all staff.

2, can carry out outdoor development training, strengthen the overall quality of employees!

Work plan of conference customer service supervisor for the second half of the year 3 1. Grasp sales volume, promote structure and strengthen cigarette sales.

1. We will continue to make a comprehensive work plan under the guiding ideology of "increasing the total volume and adjusting the structure", including not only a rigorous development and sales plan and a feasible visit plan in line with market changes, but also feasible detailed target measures. Through unremitting efforts, promote the comprehensive completion of sales tasks. We will break down the general task into months, lines and people. Implement ledger registration management, adhere to the task decomposition to the day, to the line, to the people, one day to register and one day to announce, and strive to achieve daily insurance, monthly insurance.

2, adhere to the leadership hanging point, department package point, continue to go deep into the grassroots, in-depth line, in-depth market, face-to-face exchanges and interviews with users, solve problems for users, provide better services, and ensure the completion of cigarette sales tasks.

3. Pay close attention to business norms, carry out sales work in strict accordance with the norms, and prohibit illegal operations;

4, adhere to the market-oriented, do a good job in publicity and market cultivation, do a good job in the cultivation of the main brand and the promotion of new brands, do a good job in the maintenance and upgrading of the main brand, increase the publicity and promotion of brands, effectively grasp the changes in cigarette sales structure, adjust the supply of goods, and meet the needs of the cigarette market as much as possible.

Two, grasp the monopoly, promote purification, standardize the cigarette business environment.

It is necessary to continue to follow the working ideas of keeping the soil responsible, fighting and preventing simultaneously, purifying the market and serving the sales, focusing on checking dens, blocking the inflow and cutting off the third tobacco market, and guiding the market and retail households to escort cigarette sales.

1. We should continue to do a good job in the supervision of the cigarette market, especially in key areas. The market purification rate should always be above 98%, and the market share should always be 100%. There is no public sale of "three non-"cigarettes in the market.

2, continue to strengthen and improve the illegal clues information network, continue to crack down on the production and sale of fake cigarettes network, curb the underground undercurrent.

3, continue to carry out the comprehensive improvement of the cigarette market, in the process of action, first of all, to clear the objectives and tasks, clear division of responsibilities, the implementation of action steps, the implementation of personnel and vehicles. During the operation, all participating departments should keep personnel and vehicles in place at all times to ensure that the strength is not reduced. Secondly, all departments should cooperate closely, carry out their duties, administer according to law, enforce the law in a civilized way, do not exceed the scope of their functions and powers, do not enforce the law rudely, and establish a good image of law enforcement. It is necessary to closely rely on the Municipal Bureau, closely contact with public security, industry and commerce and other functional departments, take the rectification action as an opportunity, resolutely crack down on all kinds of illegal and criminal activities of cigarettes, strive to maintain the order of the cigarette market, and promote the substantial improvement of the purification rate of the cigarette market.

4. Continue to deepen the combination of exclusive marketing to achieve the purpose of promotion through management, concentrate on market management and intensify market rectification. Pay attention to the combination of exclusive marketing, tap market potential, expand cigarette sales space, and promote the promotion of cigarette sales volume and structure.

5. Continue to strengthen the training of monopoly personnel, including the production of inquiry records and inspection records, cigarette identification, further improve the quality of monopoly personnel, set off the study of laws and regulations, raise the level of civilized law enforcement to a new climax, and build a high-quality monopoly law enforcement team.

Third, attach importance to education, strengthen the mechanism, and constantly improve the level of internal management.

Highlight the people-oriented work concept, constantly innovate in the system, mechanism and system, maximize the enthusiasm of all cadres and workers, and promote the all-round development of the work.

1, comprehensively strengthen self-construction, establish a good image, strengthen management, and strictly implement various management systems. Implement accountability at all levels. Strengthen work assessment and inspection, manage good people with the system, convince people with the system, conduct spot checks at any time, and resolutely deal with the problems found.

2, continue to strengthen the construction of the staff, the implementation of star dynamic management measures for employees, benefit wages are directly linked to work performance. Do a good job in the supervision and coordination of employees' business, insist on distributing learning materials to employees every month, guide and urge employees to make training records and learning experiences, and constantly improve the overall level of employees' overall quality service.

Work plan of conference customer service supervisor in the second half of the year.

Last year, the total number of customer inquiries was 1459, and the number of single inquiries was 42, with a customer conversion rate of 2.88%. Next year, we will improve the customer conversion rate from two aspects:

1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.

2, do a good job with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.

In order to do a good job in customer service, we need to answer customers' questions comprehensively.

Customers will communicate with 16 people with all kinds of questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.

While doing a good job in customer service, I will also focus on improving my online marketing ability.

First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive customers, the network department can receive customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive customers independently. This requires understanding the knowledge of the products promoted by the network department and the basic market situation of the products.

Second, avoid the obstacles of looking up information.

When receiving the customer's inquiry, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for .68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.

This year, I will work with a better attitude and strive to become a professional network personnel.

Work plan of conference service supervisor for the second half of the year V. Guiding ideology

I want to change my job role as a breakthrough and actively integrate into the new development of on-site management service department; Speed up the improvement of job skills based on intensive learning; Pay attention to observing rules and disciplines, and strive to ensure the good image of the department; Take efforts as the main direction and establish the professionalism of hard work; Take expanding hobbies as the pursuit, and constantly improve their comprehensive quality.

Second, the work objectives

In 20xx, we should fully cooperate with the on-site management department to improve the execution of the customer service department. The key to setting goals lies in implementation. In order to achieve the goal as scheduled, we should conscientiously do the following work:

1. Change ideas and define goals.

As the saying goes, "consciousness reacts on attitude" and "attitude determines everything", and the quality of mentality directly affects a person's attitude towards work. So I want to regard the customer service department as a new job and a new working environment. Facing the fierce competition in the department store industry, I want to change the concept of "part-time job" and insist that "work is for myself". Improve work efficiency and execution, and give full play to the role of posts in commercial building management. On the other hand, when thinking about problems and dealing with things, we must jump out of the previous way of thinking, straighten our position, establish a sense of service, effectively change our work roles, and actively integrate into the new development of the department.

2. Strengthen study and improve personal quality.

Learning is the mission of history and the requirement of the times. Choosing learning is choosing progress. We should learn from "books, teachers, colleagues and leaders", listen to everyone's guidance and education with an open mind, be good at learning, be diligent in thinking, learn by doing, clarify the operation of the work and the procedures for dealing with problems, and achieve the unity of discipline, procedures, contents, methods, applications, knowledge and action, and words and deeds.

3. Expand the field and realize personal value.

Combine self-worth with xx value. I firmly believe that as long as I make more contributions to xx, I can gain more respect and affirmation from xx and realize my self-worth better. Xx provides a broad development platform for our employees to show their talents. In my future work, I will seize the opportunity of development and creatively do my job with a vibrant mental state.

4. Strengthen customer service skills learning.

Job skills are the lifeline of employee development. To be a qualified employee, I think I must strengthen and improve my post technical level. To this end, I want to further improve the initiative and consciousness of work;

(1) For daily work, we should follow the quarterly, monthly and daily work plans formulated by the department, and strive to make targeted and planned inspections every day, and make patrol records at the same time. Even if problems are found, we should communicate with relevant departments to solve them. And cooperate with the monitor to do a good job of weekly and monthly summary report. The supervision and management of daily discipline, facilities, commodity quality and services must be carried out in strict accordance with the company's relevant rules and regulations, so as to be fair and just, not favoring one over another, and to be transparent in supervision and inspection, standardized in management and unified in implementation standards.

(2) To actively cooperate with the tasks assigned by the monitor. For the floor under your control, you should always communicate with the leaders and employees of the sales department, put forward reasonable suggestions and opinions, actively participate in the activities carried out on the floor, and make good reference.

(3) Reception and handling of customer complaints. Insist on continuing to learn from the handling experience of old employees, master the content of the new elimination method, and strive to communicate with floor management personnel on the company's return regulations, complaint handling skills, quality cases, etc. through departmental regular meetings or communication meetings and special training, and learn from each other. With the goal of standardizing its own reception forms and services, we will strive to standardize complaints, reception etiquette, reception procedures, processing results, reception and records.

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