客服人员工作培训计划8正式版.docx
- 文档编号:5299424
- 上传时间:2023-05-08
- 格式:DOCX
- 页数:5
- 大小:18.26KB
客服人员工作培训计划8正式版.docx
《客服人员工作培训计划8正式版.docx》由会员分享,可在线阅读,更多相关《客服人员工作培训计划8正式版.docx(5页珍藏版)》请在冰点文库上搜索。
客服人员工作培训计划8正式版
客服人员工作培训计划8正式版
Makingacomprehensiveplanfromthetargetrequirementsandcontent,andcarryingoutactivitiestocompleteacertainitem,aretheguaranteeofsmoothimplementation.
客服人员工作培训计划8正式版
下载提示:
此计划资料适用于对某个事项从目标要求、工作内容、方式方法及工作步骤等做出全面、具体而又明确安排的计划类文书,目的为完成某事项而进行的活动而制定,是能否顺利和成功实施的重要保障和依据。
文档可以直接使用,也可根据实际需要修订后使用。
规划工作计划目标
在大客服意识指导下来看客服部的工作,可以将我们的主要工作目标分为两个阶段:
短期目标和长期目标。
首先是短期目标:
1,巩固并维护现有客户关系,发现新客户(潜在客户、潜在需求)。
完成目标I可以通过以下途径:
1,定期选择客户群,进行有针对性的上门回访及促销。
2,通过电话和信函与老客户沟通,收集客户的反馈信息及了解客户最新的出游动向。
完成目标II可以通过以下途径:
1,在接待来访客户时详细记录来访客户的基本资料及出游动向,提供新客户来源。
2,在受理客户来电咨询时记录下客户的基本资料和咨询内容,列为我们的潜在客户,在适当的时机将其发展为既有客户。
要完成以上工作肯定要有必备的条件,目前阶段客服工作应具备的条件包括:
1.丰富的专业知识。
要服务好客户,必须精通业务知识,只有业务熟练的客服人员才能给客户以良好的第一印象,才能让客户放心。
2.完备的客户资料。
拥有了完备的客户资料可以让我们更清楚应该为谁服务。
3.对客服工作清醒的认识及饱满的热情。
而长期目标则涉及到对客服职能的定位:
客服部门是春秋的服务窗口,是直接接触客户的部门,但是客服部门又不等同于普通的门店或800咨询热线。
客服部门承担着为客户服务的直接任务,服务的标准是什么?
谁来制定?
如何评估?
(因为服务工作的不可量化性,因此客服工作的评估很难借助第三方实现)责任同样落到了客服部门本身。
这就对客服部门提出了一个更高的要求,即:
既要制定服务标准、规范、流程以及信息传递模式(这个标准是有针对性的,具体的,可量化评估的)同时又肩负着监督检查,考核落实,评估改进的责任。
延伸阅读(英语版):
Customerservicestafftrainingplan1
(I)continuetostrengthencustomerservicelevelandservicequality,andthesatisfactionrateoftheownerreaches85%.
(ii)furtherincreasethelevelofpropertyfeesandensurethattherateofcollectionisabout80%.
(3)strengthenthetrainingworkofthedepartmentandensurethatthecustomerservicestaff'sbusinesslevelhasimprovedsignificantly.
(4)improvecustomerservicesystemandprocess,andimplementinstitutionalizedmanagement.
(5)workcloselywithalldepartments,timelyandproperlyhandletheowners'disputesandopinionsandrecommendations.
(6)tostrengthenthemanagementofcleaningandcleaning,toensuretheinspectionandassessment,andtoconstantlyimprovethequalityofservice.
Lookingback11years,theworkisfullofhardshipsandfrustrations,buthasharvestedgrowthandachievements,andlookingforwardtonextyear,wearewelcomedbyopportunitiesandchallenges.Tothisend,thestaffofthecustomerservicedepartmentwillcontinuetouniteandworktogethertoachievethedepartmentalgoalsinnextyear'swork,contributingtothedevelopmentofthecompany.
1.Taketheteam'sinternalconstructionandworkdiscipline.
2.Summaryofregularthoughtsandexchanges.
3.Setupmanagermailbox,understandthestaffrecommendation,andbetterservetheowner.
4.Improvethemanagementsystem,anddrawupoperationalstandardsaccordingtotheworkingstandard.
5.Personnelrecruitmentandtraining.
6.Theacceptancedataandfieldstudyofbuildings.
7.Preparationandimplementationofthedeliverywork.
8.Themanagementofthevacantunitsandthesalesoftheagency.
9.Improvetheowner'sfile.
10.Collectionandpaymentoffees.
11.Dealwiththeowner'scomplaintandfollow-upwork,andestablishareturnvisitsystem.
12.Organizelearningandtrainingtoimprovethestaff'sworkinglevelandservicequality.
13.Visitregularly,solicitopinionsfromtheowners,andcontinuouslyimproveservicequality.
14.Organizingcommunityculturalactivitiesandowners'fellowshipactivities.
15.Responsibleforcheckinginandcheckingrooms,roomsandrenovations.
16.Signpropertyservicecontract,decorationagreementandotherinstruments.
17.Otherpaidservicesshallbecarriedoutaccordingtotherequirementsoftheowner.
18.Superviseandinspecttheservicequalityofeachdepartmentandrectifytheunqualifiedserviceintime.
19.Regularservicequalityassessmentwillbeheldregularlytoimproveservicequality.
20.Otherworkassignedbytheleader
Customerservicestafftrainingplan2
1.Getupearly(1hour)
Sticktogettingupat8ameverydayandgoingonlineat9:
00ontime.Theoldsayingisthatitismorning.Theearlybirdcatchestheworm.Inthemorning,youmustprepareanutritiousanddeliciousbreakfastforyourself.Thebodyisthemoneyoftherevolution,anddon'tharmyourbodyforthesakeoftaobaonightandday.
Aftereating,youcancontinuetodotenminutesofexercise,whichisalastingbattlefortaobao.Becausetheonlineshopcustomerservicehastobeequaltotheworkeachday,can'tsaythatthemorningbusinessisnotgoodenoughtobeabletogetuplater,solongtimewilldevelopahabitofsleeping.Afterthat,youdon'twanttogetup.Whatisthemostlackoftaobao,whatismostneeded,doyouunderstand?
Time.
2.Organizeandcheckthestore(1hour)
Everydayspentatleasthalfanhour'stimetochecktheonlinestoreoftheself,seemore,seemore,lookatthestorewhatisinsufficient,whatneedtomodifytheuseawindowisfull.Notfullwillpushitfull,isn'titremainstobeonthebaby,putiton,ifthereisanymisseddidnottakethedeliveryorderandnopaymentofthebuyer,theinitiativetodestroyatorturebysomebodyelse.Therearealsowaitingevaluation,theevaluationoftheattention,thesejobsseemverysmall,whenyouarebusy,youwillreducetheburdentoyou,andthenwillnotbebusy
Theonlineshopcustomerserviceplan3,browsemore,seemore,moreappearance(1hour)
Everydayspentatleastoneandahalftoseetaobaocommunity,learninghowtolearn,exchangetheirideas,attentivelyreplytaofriendposts,learnthesomebodyelseessenceplacardishowtowrite,referto,whatisthereinsidethecommunityactivitiesmustimmediatelysignupforthatsentimentisalwaysyoustorethemainforceinthehot,thisman,aslongasafamous,thatisnotthesame!
You'llfindallthegoodthings.Haha!
4.Originalposts(21/2hours)
It'sbesttosticktoatleastoneoriginalposteveryday.Don'tbetoomuch,butyoumustbegood.Yourpostqualityisnotgood,itisnotyourfaultandafteralltheelitepostislimited,thistimedidnotchooseyou,aslongasyouhavetheheart,insistonwriting,nexttimemustbeyourturn!
Theflowoftheessenceistensofthousandsof,onebutyourposttoaddessence,yourshopwantstobepopularafewdays,longtermthis,thenextmillionaireisyou
5.Learningfrompeers(1hour)
Howdoyoulookattheshopsofyourpeersandseehowtheydoit,comparethestoresofyourown,makeupyourown,andfindoutthecorrespondingadjustmentsmadeintheplacewheretheshopisnotsufficient
Onlineshopcustomerserviceplan6,activelyseekcustomers(21/2hours)
Thisistheprincipleofthewidespreadnetworkmentionedinthelastpost.Thecustomerisnotwaitingforthedoor,wantadvocatetoseek,andwanttohavetothesextolookfor,thispointinfronthavedetailedaccount,nolongerrepeat.Taobaoisalsoamust-visitplace,wheretherearealotofpeopletobuythings,ifthereisapurchaseofyourbusinessrelatedproductsyouknowwhattodo!
Onlineshopcustomerserviceplan7,advertisingtime(2hours)
Dobiggerandstrongertotaobao,taobaoaloneisnotenough,mustwalkthemountains,ontheoutsidelookingformoreclients,toeachbigBBS,searchenginebaiduGoogletopublicize,letyouradvertisingblossoming,timegrewtoeffectisquiteobvious,andthisisaonceinalifetime,thiswilllayasolidfoundationforfuturebusinessforyou!
Onlineshopcustomerserviceplan8,gang,group(1hour)
Somanygangs,groups,andsometimestheegoseemstobegiddiness,nomatterhowbaditis,yourgangismore.Therangeofactivitieshasalsowidened.Publicityismorenatural.
——此位置可填写公司或团队名字——
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 客服 人员 工作 培训 计划 正式版