Customer service department personnel personal annual work plan

The rapidity of the light, a blink of an eye, I believe that we are full of expectations for the upcoming work life! At this moment we need to start making a plan. But in the end what kind of plan is suitable for you? The following is my carefully organized customer service personnel personal annual work plan, I hope to help you.

Customer service department personnel personal annual work plan 1

As a network customer service, I first have to figure out their own positioning, my work is the object of the customer, the customer to buy satisfaction and return is the thing I want to see the most, so that my work plan is also basically for the customer to carry out, in order to improve their own performance, we must learn to seize the center of gravity of the work. I think I'm still enough in terms of work ability, my main thing is to strengthen their own work attitude and way, which is also my next work direction.

First, the customer to give enough understanding

I will often be in the mood of the customer anxious and disturbed, talking nonsense, but also to follow the mess, I also stood in the consumer's point of view to think about, in their own purchase of things, encountered a problem, surely the first time is anxious, and then can not be customers have a negative, disgruntled when ignored. Dissatisfaction ignored, the customer is our customer service God, what is customer service, customer service customer service is the staff for customer service, we should be to become their purchase of goods the most trustworthy people, so they sometimes produce dissatisfaction to have enough understanding, know how to think differently.

Second, the customer to give enough patience

Because this is the network of shopping, customers in the selection of goods, there is no way to directly understand the goods, so there will be a lot of questions about the goods, such as what kind of material is this thing, how long is the use of the life of the use of the process need to pay attention to what and so on. Our customer service has become the center point between the customer and the goods, to have enough patience to guide customers to shop, select the most suitable for the customer's goods, which is not only for the customer to consider, but also for their own consideration, once the customer did not pick their favorite goods, the last is not to return the goods, but also in disguise to increase their own workload, which is redundant, as long as the customer for the first time have As long as the customer has the intention to buy the first time, the perfect solution, you can save a lot of things.

Three, put high on their own requirements

As a network customer service, I summarized my past chat with customers, I found that I still have a lot of shortcomings, there is a lot of room for improvement, I have to put high on their own requirements.

1, on the existing . Commodities for a comprehensive understanding, so that they can make themselves in the face of customer questions, to cope with the time, save time, you can more quickly complete the communication with customers.

2, the use of some commodities, I want to provide the most accurate technical support, for example, in the customer to buy computers or cell phones, to be able to tell them how to carry out the authenticity check, the new and old machine check and so on.

3, the tone of communication with customers, to be improved, here can be more to colleagues to ask for advice, absorb their own useful things, you can make their own this customer service work, complete better, more efficient.

Customer service personnel personal annual work plan 2

According to the company in the new year's strategic objectives and work deployment, ___ District in 20xx work plan will be closely around the "service quality improvement year" to carry out the work, the main work plan are:

A comprehensive implementation of standardized management

On the basis of the original Revision of the departmental workbook, standardize the workflow, according to the strict implementation of the work system, to increase the implementation of the system, so that the management of the work can be based on. And standardized management, sound archives, will be standardized form records as the focus of the work, to achieve a comprehensive, detailed and documented.

Second, the implementation of performance appraisal work, improve the quality of service work

Performance appraisal indicators as a standard, the implementation of the target management system of responsibility, clear responsibilities at all levels of work, the responsibility of the person, through the inspection, assessment, and really achieve the rewards of diligence and punishment of laziness, to enhance the enthusiasm of the staff to work, and to promote the work of the completion of the effective.

Three, strengthen the training and assessment system

According to the company's training policy, the development of training programs to improve service awareness, business level. Targeted post quality education, promote staff love and dedication, service consciousness and other comprehensive quality improvement. Employees from the service consciousness, etiquette and manners, business knowledge, coping skills, communication skills, self-discipline and other aspects of the repeated strengthening of training, and check the implementation of the actual work, to improve the level of management services and quality of service, improve the overall quality of the workforce, for the development of the company's reserve of human resources.

Four, combined with the actual district to establish a strict security system

Starting from the system specification, the responsibility to the person, and standardize the supervision of the implementation of the performance appraisal to strengthen the team construction, to increase the publicity of security knowledge of the district residents, to open the situation of the joint defense **** governance.

Fifth, improve the daily management, carry out the work of the people, improve the satisfaction of the residents

to the system to regulate the management of the daily work, improve the district building, fire, public **** facilities and equipment maintenance, so that residents are satisfied with the vigorously carry out the housekeeping cleaning, garden maintenance, water and electricity repair and other paid services in the owners of the quality of services provided.

Six, according to the company's annual integrated plan, to carry out community cultural activities, create a harmonious community

According to the annual work plan, the focus of the recent phase of work is:

1, according to the operation center issued by the "equipment / facilities specification management system", "elevator safety management procedures", "work plan management system

2, according to the "performance appraisal system" in the daily work assessment standards to organize training and learning of employees in various departments, clear job requirements.

3, the development of vehicle parking fees feasibility of the program.

4, with the operation center "warm community life silhouette" and other community cultural activities, the organization of the relevant departments to do a good job in preparation.

5, according to the departmental plan to complete the month's training.

First, continue to learn, continue to grow

A real customer service workers have been learning, have been making progress, although the contact customer service work has been half a year, customer service work at the beginning of the time I was completely new, this half-year, although some progress, but it is still not enough! In order to come to the work or to continue to develop their own, I am a front-line e-commerce customer service, I usually work more, sometimes at the same time with a lot of customers on the phone, customer service workers are still relatively high requirements.

Second, the complaint processing

In the third quarter of the work to strengthen their own learning, in terms of customer complaints to be more efficient in dealing with, to do a fast bearing the role of the first two quarters of the complaint this piece of work is still not good enough, which is my personal ability to the problem, because of the complaint of too much, the feedback is also more, the usual work did not take care of. Usually work did not care, not be able to deal with in a timely manner led to part of the customer's dissatisfaction, in the third quarter I have to do this is in the aspect of hard work.

Third, order care

The first two quarters of the holiday season is always a single case, it is this case customer service workers are most likely to appear on the work of the master, such as order processing is not timely enough to order the withdrawal of these issues are easy to appear in the peak of the emergence of a number of contingencies, the first two quarters of the work of this case many times. Work on many occasions in this situation, so in the next three quarters of work I am not allowed to allow themselves to appear this situation again.

Do a good job of ushering in the peak period of preparation, improve their customer service capabilities is the key, to avoid some unnecessary order disputes, save time, do not spend too much time on a single order, to make their own work comprehensive, expanding, and do a good job after-sales work.

Customer service personnel personal annual work plan 4

(a) to create a "service image". Strict implementation of the company's rules and regulations, the use of civilized language in communication with customers; integrity-based, not easy to promise customers, things must be done, done; not to ignore the details of the problem; dress, instrumentation, gestures, etc. need to pay strict attention to,

(b) change the concept of service, the "I want to serve" change into "I want to serve", "I want to serve". "I want to serve. Seriously study the company and the quality of a variety of system processes and business processes, in order to cope with customers at any time on the quality of a variety of issues, with "more learning, more communication, proactive" attitude, in-depth to the quality of the receipt of complaints, communication with customers, customer complaints, such as the immediate handling of the work of the various work, and at the same time, to provide customers with the quality of the three packages dealt with (< / p>

) Provide quality three packages to deal with (package repair, package replacement, package refund)

(C) to enhance the sense of responsibility, enhance the sense of service, team awareness. Proactively work to the point, down to earth, reduce the service time limit, when receiving customer quality complaints, should be dealt with immediately to reduce the customer due to the quality of our quality problems, resulting in a sense of complaint, try to minimize unnecessary losses for the customer and the company to bring greater benefits, and at the same time be sure to close the customer within three days of the quality of the complaint problem. Always adhere to ask if you don't know, don't understand the attitude of learning more, more cooperation with colleagues, more reports with the leadership of the work situation, to better fulfill the job, but also to enhance the team's ability to work together, to better serve the customer.

(d) each received customer complaints according to the customer quality complaint processing regulations, should be immediately reacted to the relevant production department (responsible department), at the same time and fill in the customer complaint processing report, for quality complaints, the development of corrective and preventive measures. Weekly statistical analysis of customer complaints, in order to facilitate better statistics on the quality of the problem. At the end of each month, the customer complaints will be reported in the form of a monthly report to the supervisor, and sent to the relevant departments.

I, marketing planning and value-added business management

(a) Combined with the brand strategy to expand the scale of the user

In 20xx, the company's user development will be further combined with the brand strategy of the provincial company, to achieve the "scale of the development of the user, the scale of the benefits of the extension of the" goal. The goal. Increase brand segregation and supplemented by the corresponding service standards for user development and maintenance, the focus of the work is still concentrated on the "Global Link", "Dynamic Zone" users of the rapid development of the "Shenzhouxing" user scale expansion, at the same time, in the process of the development of the three major brands will be to take specific measures to avoid the brand to eat each other.

(2) Expanding the number of value-added business users and the proportion of their income

In 20xx, the company's value-added business work centered on the three business development goals to carry out, and the quantity and quality of the value-added business to achieve new development. Continuing to expand the scale of value-added business users and increase the proportion of value-added business income is the primary goal of next year's value-added business development; increase the scale of the users of SMS, MMS and MMS ringtones and the use of the next year's focus on increasing revenue.

Drawing on the experience of value-added business promotion and marketing in 20xx, the work of value-added business in 2008 will be carried out in the form of focusing on promotion and even distribution, i.e., to formulate and implement value-added business marketing cases with a tempo, a purpose and an effect to be promoted. In terms of promotion, we will combine the experience marketing platform to carry out user experience marketing and increase the business publicity.

20xx year the company will be in-depth market research, analysis, based on the development of various types of effective marketing programs, to further increase the penetration of business in urban and rural markets; to strengthen the planning and use of cost and expense management, the rational allocation of resources, looking for customers and revenue to enhance the market share of space. The branch will also make a reasonable allocation of resources to look for space to increase the market share of customers and revenue. The company will also strengthen the supervision and control of the implementation of all marketing programs, the implementation of marketing programs will be data tracking and summarization, in particular, the implementation of closed-loop management of the marketing program, so that the effect of the marketing program is really down to earth.

Second, strengthen the management of arrears, control the growth of arrears

Further increase the supervision of the collection of arrears, the management of arrears of users and the daily production and operation activities of the organic combination of the implementation of the full, comprehensive, the whole process of management. We will continue to improve the management mechanism of user fee arrears and do a good job in the basic work of user fee arrears management, and the main measures include: implementation of the implementation rules for the management of credit users, strict validation of the user's creditworthiness, and actively and steadily implement the pre-payment of telephone bills. Based on the "Management Measures for the Assessment of Outstanding Fees", we have strengthened the management of outstanding fees in the Business Department, collected outstanding fees through multiple channels and means, and increased the incentives for collecting outstanding fees to enhance the motivation of the personnel who collect outstanding fees. In addition, to further improve the management system of the various channels, the agency point owed fees.

Three, enhance the construction and integration of marketing channels

(a) further increase the channel marketing service capacity, optimize the existing channel construction, to ensure the channel efficiency, so that the rural channel and the electronic channel to become an advantage. Through the analysis of the channel business volume, channel value assessment; at the same time, the strict implementation of the "Huangnan Branch social channel management approach" to strengthen the management of social channels to accelerate the construction and integration of channels.

(b) In accordance with the unified arrangement of the provincial company to complete the second phase, the third phase of the construction of rural channels, and effectively achieve "a township (town) a store, a village, a village one person, a village one point" way to achieve the village-level channel coverage, and to further increase the construction of rural marketing service channels, improve the rural market development model.

(C) to strengthen communication with the agency, fully improve the enthusiasm of the agency. 20xx branch channel administrator plan will be quarterly direct communication with the agency, to take the phone communication, regular business training and other ways to improve the level of service of the agency. The company has also developed a social channel assessment method to improve the motivation of the agency.

Fourth, strengthen the group customer management, promote the group information construction

20xx year the company will "promote the group information construction, enhance the group customer development ability" as the goal, the quantity and quality of the combination of development and continuation of the solid promotion of mobile terminals as the carrier of the mobile information and industry application solutions.

Fifth, centralized management, layered services to enhance customer service level

The company will be in the year ___ adhere to the high-end customers, strengthen layered services, extend the service connotation. Specific customer service work plan from the following aspects:

Group customers, VIP customers and photographic customers layered development and maintenance is still the focus of customer work in 20xx. Based on the tariff opportunity of brand differentiation, the promotion and implementation of industry information solutions as a highlight, and the exploration of personalized services differentiated from competitors as a means to maintain customers, attract customers, and develop customers.

(I) refine the management, strengthen the daily maintenance work

1. Network maintenance pattern

Maintenance of network maintenance personnel in each county branch is the main maintenance personnel responsible for base stations, transmission, power supply, air-conditioning and other equipment comprehensive maintenance. I hope that the leadership of the county branch network maintenance as a focus of work, strong support for the work of the local network maintenance staff, to do a good job of coordination, such as: daily power outages in a timely manner to the base station power generation, do a good job of reasonable allocation of personnel so that the network maintenance staff to generate power and deal with day-to-day network failures, and so on.

2. Network indicators

20xx year I will increase the maintenance of the company, the construction of the project to strictly control the quality of unqualified and the existence of hidden dangers of the base station does not enter the network. At the same time, the focus of the network will be shifted to the network infrastructure maintenance work, engineering construction should be fine, engineering quality should be excellent, do not bring pressure to the maintenance work, increase the maintenance personnel network optimization ability to enhance the construction of a powerful optimization team, so that the network resources to achieve the optimal allocation, to ensure that the end of the year the successful completion of the KPI indicators.

3. operation plan

Maintenance work is done from day-to-day work, so it should be strictly in accordance with the maintenance plan issued by the provincial company, quality and quantity on time to complete. And the base station operation plan issued to the business department, easy to find fault hidden trouble in time to solve.

4. Network inspection

20xx year I branch maintenance personnel monthly inspection of base stations, 08 years still to strengthen the network inspection work. For the worst cell and the high rate of dropped calls to test the cell, reasonable adjustment of the base station antenna azimuth and pitch angle, modify the wireless parameters; test the power of the base station, to ensure that the carrier frequency work in a normal state.

5. Assessment system

(1) The staff of the engine room should be implemented indicators decomposed to the individual, the responsibility for the implementation of the individual, the assessment of the implementation of the individual.

(2) the business department should be the base station outage power generation timely rate, the number of base station downtime, failure to reflect the timely rate and accuracy of the implementation of each business department.

6. Equipment room management system

Strictly implement the rules and regulations issued by the provincial company: in and out of the equipment room registration system, fault reporting system, spare parts system, instrumentation tools management system.

(2) Strengthen the network optimization efforts

In the face of market competition pressure, the network maintenance department should actively adapt to market demand, establish a rapid response mechanism to improve customer satisfaction.

1. Strengthen call analysis, timely adjustment of network resources to achieve resource utilization.

Strengthen the data analysis of interconnection traffic and inter-network settlement, and grasp the market dynamics of competitors and other carriers by analyzing the connection rate of incoming and outgoing traffic between different carriers. According to the change of voice services, timely adjustment of network resources to achieve the utilization of resources.

2. Strengthen network optimization by taking the improvement of customer satisfaction as the source of driving force for network quality improvement.

Strengthen the inspection and supervision of the handling of user complaints to effectively reduce the repetition of network quality complaints, especially for group customers and high-end customers to prioritize the handling of network complaints, and improve the satisfaction of large customers with the quality of our network services.

Strengthen network optimization to provide users with good network services. Expand the capacity of some congested marginal networks and individual base stations. Reduce the time limit for handling failures, and regularly test the network to adjust the network structure in a timely manner. Meanwhile, optimization means are adopted to reduce the proportion of worst cells as soon as possible. Data network optimization should solve the network bottleneck through reasonable configuration of data channels and other measures to improve the download speed of GPRS network.

Customer service personnel personal annual work plan6

First, the guiding ideology

Closely around the completion of the second level of hospitals this goal, in order to improve the quality of medical care, optimize medical services, strengthen the construction of the Department, to achieve a new breakthrough in the development of the Department.

Second, the work of the goal

Against the second level of hospital accreditation standards, to find their own shortcomings, the entire Department of rectification, successfully passed the second level of hospital accreditation.

Third, the implementation of the steps

(a) publicity launch phase (April 15, 20xx - May 15, 20xx)

comprehensive deployment of the start of the cardiology department of the second level of hospital work.

1, in-depth publicity, organization and mobilization, firmly establish the "Hospital Xing I glory, hospital decline I shame" sense of ownership, the use of a variety of means of publicity, activities, etc., to create a "everyone cares about, everyone supports, everyone participates in, everyone contributes to "The company's website is a good source of information about the company's activities.

2, set up to create a second-class hospital section leading group, responsible for the creation of this section.

Leading group

Leader: xx

Deputy leader: xx

Members: xx

3, according to the third-level hospital accreditation standards for the development of the "creation of a third-level hospital work implementation program", clear objectives and tasks at all stages.

(B) the implementation of the standard phase (March 20xx-October 20xx)

1, learning standards, self-examination and self-correction (April-May 20xx)

The Department seriously study, eat the content of the "second-level hospital accreditation standards", comprehensively and objectively analyze their own status quo

2, rectification and implementation, focusing on breakthroughs (June 20xx-July 15)

In accordance with the feasibility of the previous phase of the plan, the division of labor to implement, strengthen communication, and conscientiously improve the hospital's efforts to focus on the special hard indicators of breakthroughs in the construction of human resources, discipline construction, research and teaching, and strive for new breakthroughs, the working groups Regular supervision and inspection, timely detection of problems, supervise the relevant departments and divisions to rectify the situation. During this period, you can go to a hospital with experience in creating hospitals to learn advanced experience, and invite experts in hospital management to guide the creation of hospitals.

3, self-testing and self-assessment, checking for deficiencies (July 15, 20xx-August 30, 20xx)

The creation of the leading group to organize the relevant experts in strict accordance with the "Shanghai three hospitals assessment standards" for a comprehensive self-assessment, article by article, item by item assessment, the shortcomings continue to rectify, improve and improve, and strive to meet the indicators of the three hospitals. The hospital is a three-stage hospital, and it is a three-stage hospital.

To ensure that the inspection information is smooth, well prepared to meet the city expert review team field review.

Fourth, the implementation of the requirements

(a) to raise awareness and strengthen mobilization

Through the creation of tertiary hospital activities, to strengthen the connotation of our hospital construction, to enhance the comprehensive strength of the hospital, for the development of hospitals and workers is more significant, the members of the department should attach great importance to fully understand the importance of our hospital to create a secondary hospital, The members of the department should attach great importance to fully understand the importance, urgency and arduousness of our hospital to create a second-class hospital, set up a working group, strengthen organizational leadership, clear division of responsibilities, with full enthusiasm, positive attitude, solid work, to ensure that the second-class hospital accreditation successfully passed.

(2) careful arrangements, strict self-examination and self-assessment

In accordance with the overall arrangements for the review of the implementation of the program, integrated planning, and seriously organize the study and training of the "second level of hospital accreditation standards" and strictly against the accreditation standards for the organization of the self-check, on the self-check of the problems found in the work of the objective treatment, timely rectification.

The creation of the second level of hospitals is a heavy task, time is tight, the entire staff to seize the historic opportunity to rise to the challenge, focus on breakthroughs, and strive to achieve the upper level of standards in one fell swoop. The whole department employees in their respective roles, according to the decomposition of the objectives and tasks, to complete the various stages of work. The creation of poor work, failed to complete the creation of the task in a timely manner, should be held responsible for the responsibility of the responsible person; in the creation of outstanding achievements in the work, the section will be recognized and rewarded.