Personal Work Plan for Telephone Customer Service 1 Being engaged in telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service.
Make the following plans:
First, effectively complete the outbound call task.
Learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in each area, and make efficient outgoing calls. For example, for personal loan collection in xx area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in xx area. For example, the customers on xx line are slow to understand and reflect, so we need to slow down our speaking speed to cooperate with our customers when making outbound calls. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level.
Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;
Third, enhance the awareness of active service and maintain a good attitude.
Fourth, constantly improve yourself.
Cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
Personal work plan for telephone customer service II. First, fully implement standardized management.
Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.
Two, the implementation of performance appraisal, improve service quality.
On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.
Third, strengthen the training and assessment system.
According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.
Fourth, establish a strict security system in the community.
Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge in residential areas, and open up the situation of joint defense.
Five, improve daily management, carry out convenience work, improve household satisfaction.
Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.
Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.
According to the annual work plan, the focus of work in February is:
1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.
2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.
3. Draw up a feasible scheme for charging temporary parking of vehicles.
4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.
5, according to the department plan to complete the training work of the month.
The work plan of telephone customer service for three people was mainly related to customer service and the promotion of xx in last year's work. As far as the customer service position I am mainly responsible for is concerned, my work has improved this year, but my work needs to be further improved and improved next year. Next year, we plan to start from the following aspects:
First, improve customer conversion rate.
1 to improve the quality of customer information. Improve communication skills with customers, judge customers' purchasing tendency and purchasing ability when communicating with customers, filter out customers who are insincere and have no potential purchasing ability, and keep potential customer information for sales;
2. Cooperate 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.
Second, answer customers' questions comprehensively.
Customers will wait for answers with all kinds of questions, especially as customer service, customers need to know 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.
Third, pay attention to improving their 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.
Fourth, avoid the obstacles of checklist information.
When accepting customer consultation, record the customer's company name and installation location. Among all clients consulted this year, the name of xx client company was completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to xx% to facilitate billing.
This year's work is drawing to a close, and next year's work will be carried out in an orderly way, and efforts will be made to become a professional network personnel with a better working attitude.
Personal work plan for telephone customer service 4 20xx years, my work plan for telephone customer service post:
First, deepen the systematic learning business and constantly improve the comprehensive quality.
After attending the training of Director xx, I further studied the responsibilities of telephone posts, became familiar with the work processes of various ministries, and further developed standardized services.
The second is to improve the service details and grasp the service focus.
We will provide enthusiastic service and patient answers, implement all complaints and replies, and strictly implement the "first inquiry responsibility system" and "one-stop" service to satisfy users and let users recognize our work.
Third, make joint efforts to solve the urgent needs of users in time.
Telephone customer service reception staff timely reflect the problems, and actively communicate with users, coordinate relevant departments to go to the scene many times, formulate measures, resolve contradictions, find out the reasons, and find ways to solve users' various water difficulties as soon as possible to avoid users' troubles in water use. When you meet users who don't understand, you should also explain patiently, publicize water supply laws and regulations, explain water supply knowledge, explain clearly what users don't understand, let their problems be dealt with, and try to satisfy users.
Personal Work Plan for Telephone Customer Service 5 Looking at the work of the customer service department, under the guidance of customer service awareness, we can divide our main work goals into two stages: short-term goals and long-term goals. Consolidate and maintain existing customer relationships and discover new customers (potential customers, potential needs).
First, goal one can be achieved through the following ways
1, regularly select customer groups and conduct targeted home visits and promotions;
2. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest travel trends of customers.
Second, goal two can be achieved through the following ways
1. Record the basic information and tourism trends of customers in detail when receiving visiting customers, and provide new customers;
2. Record the customer's basic information and consultation content when accepting the customer's phone call, list it as our potential customer, and develop it into an existing customer at an appropriate time.
Three, customer service work should have the conditions include
1, rich in professional knowledge. To serve customers well, you must be proficient in business knowledge. Only skilled customer service personnel can give customers a good first impression and reassure them.
2. Complete customer information. Having complete customer information can make us more aware of who we should serve;
3. Have a clear understanding of customer service and be full of enthusiasm.
Fourth, the long-term goal involves the positioning of customer service functions.
Customer service department is the service window in the Spring and Autumn Period, and it is the department that directly contacts customers, but it is different from ordinary stores or xxx consultation hotline. The customer service department undertakes the direct task of serving customers. What is the service standard? Who will succeed? How to evaluate? (Because the service work cannot be quantified, it is difficult to evaluate the customer service work with the help of a third party. The responsibility also falls on the customer service department itself. This puts forward higher requirements for the customer service department, that is, it is necessary to formulate service standards, norms, processes and information transmission methods (this standard is targeted, specific and quantifiable), and at the same time shoulder the responsibility of supervision and inspection, assessment and implementation, and evaluation and improvement.
Telephone customer service personal work plan time flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
Thirdly, smile service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
At the same time, I also have some superficial views on how to overcome the work:
1, do a good job in after-sales service and continuously improve the quality of after-sales service personnel: customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
(1) Try to understand customers' needs and actively help customers solve problems.
(2) Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
(3) Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what kind of situation is suitable to express in what language, knowing how to deal with certain relationships, or having rich handling experience, having certain personality strength, having a good first impression, and being able to give customers trust.
(4) Flexible mind, strong adaptability on site, and being able to use the site conditions to solve problems on site immediately.
2. Handling customer complaints and complaints:
(1) Establish a customer complaint form or complaint registration form: record customer complaints or complaints on the form, such as company name, address, telephone number, reasons, etc.; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
(2) Conduct face-to-face communication by telephone, fax or at the customer's location immediately, discuss the solution after knowing the complaint or complaint in detail, and reply to the customer in time.
(3) Follow up the implementation of the processing results until the customer responds with satisfaction.
Personal Work Plan for Telephone Customer Service 7. Thank you very much for giving me this opportunity to learn and grow in customer service. I also thank the company leaders and colleagues for their support and help in my work, so that I can integrate into the team building of the company. I hope to create a good working atmosphere and working environment with you. .
As the new year begins, customer service will also face some brand-new environments and tests. According to my understanding of the company these days, I made the following work plan:
I. Terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service, and complete the training seriously and effectively.
Second, collect small ticket information.
Pay attention to the collection of the basic information of the receipt, and fill it in as well as possible, especially some important items, which must be filled in in a standardized way.
Third, statistical analysis of data.
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions.
Fourth, the maintenance of customer sentiment.
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time, do our best to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance the relationship with customers.
Personal Work Plan for Telephone Customer Service 8 The New Year has begun, and February has arrived. The customer service department will also face some brand-new environments and tests. According to my understanding of the company these days, I made the following work plan:
I. Terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service, and complete the training seriously and effectively.
Second, collect small ticket information.
Pay attention to the collection of the basic information of the receipt, and try to fill it out as well as possible, especially some important items, which must be filled out in a standardized way.
Third, put on record
Use unified professional management software to establish customer files.
Fourth, statistical analysis of data.
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions.
Verb (abbreviation of verb) Customer relationship maintenance
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time and make every effort to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance relations with customers.
Six, customer complaint handling
Respond in a timely manner according to the complaint information fed back by customers. Customer-oriented, improve the processing flow and operating procedures.
Because it is the first time to participate in the customer service work in the clothing industry, I haven't done much work in just five days after I entered the company, but I also found many shortcomings. I will try to make the customer service work better.
At work, I also encountered some problems and difficulties:
1, I am not very clear about some specific requirements in my work, which leads to my own work not knowing how to carry out smoothly, and I am worried that I am doing useless work and wasting the company's resources;
2, the personnel is not very clear, it will delay the precious time of some colleagues;
3. I need a telephone, and I hope I can match one to communicate with my colleagues easily; working face
Due to my lack of experience in clothing customer service, and in order to do a good job in customer service efficiently, I hope the relevant leaders and colleagues of the company will give some suggestions and help on the above issues, so that the customer service work can be well connected.
Telephone Customer Service Personal Work Plan 9 In order to do my job well, I need to strengthen my work plan in the coming year as follows:
First of all, sort out customer data and establish customer files.
When a customer sends a car to the factory for maintenance or comes to the company for consultation or negotiation on automobile beauty matters, the business department shall sort out and tabulate the relevant information of the customer, establish a file and put it in the file bag within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company.
Second, according to customer files, study customer needs.
According to the customer files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of the "next step" service, such as informing customers of scheduled maintenance, participating in the company's social activities, informing customers of the company's preferential activities, entering the factory on time for maintenance or free testing, and so on.
Third, contact customers by phone and letter, and carry out tracking services.
Business personnel contact by telephone so that customers can get the following services:
1. Ask customers about their car use and their views on our service.
2. Ask customers if our company has any new service requirements in the near future.
3. Inform the relevant knowledge and precautions of automobile application.
4. Introduce all kinds of services provided by our company to customers recently, especially the new service contents.
5. Introduce all kinds of preferential networking activities arranged by our company for customers recently, such as free testing week, preferential service month, new knowledge party on automobile application, etc. The content, date and address should be clearly written.
Personal work plan for telephone customer service 10 20xx is coming to an end. Under the leadership of the company, Hongri Company has made new breakthroughs. When I first entered the company, I didn't even repair the engineering fence, and today the first phase of the project is delivered. It can be said that the company has undergone a qualitative change. In the past year, with the support of company leaders and colleagues in various departments, I have learned a lot, ability and knowledge. I will summarize my work in the past year as follows:
I. Personal work this year
In April this year, with the support and promotion of company leaders, I was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. I am very grateful to General Manager Liu for his strong support and affirmation of my work, and let me enter the working state as soon as possible.
From March to April of a certain year, the main work focuses on the replacement of the first-phase customer contract before filing and the explanation and confirmation of the customer after the first-phase apartment change.
May-June-July of a certain year, I was mainly responsible for determining the area price of shops and developing the sales of shops.
From August to September of a certain year, the main work focus was the replacement of the second phase contract and the sales of affiliated shops.
I did some preparatory work before handing over the house and found out the internal engineering of the house.
XXXX-65438+February is mainly to deliver the first phase of customers.
The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by the chief engineer Shi and Minister Zhao of the engineering department. Thank you here. 2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed. 3. Complete some work temporarily arranged by General Manager Liu.
Second, problems at work.
Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:
1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.
2. Don't look for a job. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.
3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
4. Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.
Three. Work plan for a certain year
The end of a certain year does not mean the end of our work, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. The company's sales in a certain year can be said to be very good, basically completing the sales tasks set by the company in a certain year. However, in the final work, due to the tight time and the lag of the project, the first phase of delivery was not very smooth. At the same time, it has had a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before. This will have a certain impact on the sales of houses and shops in the next three phases. At the same time, affected by the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, and investors are becoming more and more cautious. Coupled with a wide range of price reduction trends, it has brought great difficulties to our sales work in a certain year. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness, and strengthen our service concept. From my personal point of view, I will obey the company's arrangements and be strict with myself, and meet the work in a certain year according to the following points.
1, adjust mentality and build confidence. We should believe that the difficulties should be temporary. If there is winter, then spring will not be too far away from us.
2. Improve service awareness and service ability, do a good job in customer maintenance, and maintain the brand image of the company as much as possible.
3. Persist, change your adaptability and improve yourself. We can't change the environment, but we can adapt ourselves to it.
Looking back on the past, brilliant achievements; Looking ahead, there is a long way to go. I believe that with the company's reform and continuous progress, even if it faces a more severe test in a certain year, as long as all colleagues in the company can unite, abandon selfish distractions and correct their mentality, I believe that with the concerted efforts of everyone's Qi Xin, we will certainly achieve more brilliant results in a certain year.