I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. 20xx years, based on the service concept that communication starts from the heart,
Each of our service personnel is based on the interests of customers, thinking about what customers think and anxious about what customers are anxious about, providing customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards, and helping customers win points. We try our best to serve our customers.
Based on the work indicators of our mobile company and the service principle of "people-oriented", we have broken down the data at the beginning of the year to "customer satisfaction" at the end of the year, and implemented differentiated services such as on-site service and home service for major customers and important customers. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of "service and commerce", we always adhere to the corporate mission of "creating an infinite communication world and being the pillar of the information society" and constantly enhance the employees' "sense of crisis, urgency, mission and responsibility", which not only comprehensively improves the service quality, but also makes our center make great progress in the construction of corporate civilization.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a huge role in the promotion of new business in XX years and comprehensively promoting the incremental income of new business. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time.
It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers.
Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain continuous service, the key customer center established a rapid response mechanism for customer complaints in XX, taking customer value as the scale and starting with strengthening complaint management.
First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling. Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Verb (abbreviation for verb) daily homework
Account manager is the main provider of key customer service for group customers and individuals, and also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In the daily work of XX years, we will focus on systematic training on the service and business of account managers, comprehensively optimize the marketing system, and realize the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.
In 20xx, I will help lead the overall innovation of service mode and increase the market share of new business. Assist leaders to comprehensively improve customer service and enhance service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".