Time flies, time is slowly pushing forward, I believe we are full of expectations for the upcoming work life! Let's make a plan for the future work. But in the end what kind of plan is suitable for you? The following is I help you organize the hospital customer service work plan, for your reference, I hope to help friends in need.
Hospital customer service work plan 1From continuous learning, training, reduce the occurrence of complaints two points for their own work plan. A member of the restart, everything is renewed. According to the status quo of the Department of Customer Service, the Department of Customer Service work plan for the year.
First, continuous learning, training. Strengthen the construction of the staff's own quality team to improve their management level. To do a sentient doer ruthless management, do a good job of all work.
(1) In view of the importance of taking responsibility for the customer service department, not only to take responsibility for the management of the guide. But also to carry out management of the consulting center, so in addition to completing the tasks assigned by the hospital for the new employees to carry out a half-month training in the department. Familiarize yourself with the "Employee Handbook", "Employee Training Materials", "Section and post rules and regulations", "confidentiality system", etc., and pass the examination before being officially inducted.
(2) department bearer to strengthen the supervision and management of the team members, daily from time to time to carry out inspections of the situation of the staff on duty in each section, implement and put forward criticism. Provides that the head of each section team every hour interval on the 1st floor clinic ` team members, halls, corridors, etc. to carry out inspections, timely handling of the work.
(3) the development of training programs, regular staff to carry out a series of skills training. Time deployment is as follows: May: will be so the customer service department staff to carry out testing, the provisions of each section of the staff proficiency and familiarize themselves with the situation of the hospital departments and outpatient specialist doctors.
Reinforce the service concept of the customer service center staff, learning "service with heart, care with love" to do excited service, the hospital's service to enhance a new level! Learning "communication skills with customers" to strengthen the communication skills of employees and patients.
June: the department will be carried out on the team to strengthen marketing management, on a "hospital internal marketing" knowledge lecture. Let the customer service staff to deepen the understanding of the basic concept of marketing. Subsequently carried out "marketing practical skills lecture", so that customer service staff can better and more correct use of marketing skills. Etiquette training and etiquette testing will be conducted for the team members. The staff's speech, behavior, conduct and behavior should be carried out to correctly guide and establish a good brand image of the hospital.
Second, under the leadership of the hospital leadership, effectively do the work laid out by the higher authorities to ensure that the year no major disputes and accidents, reduce the incidence of complaints.
(1) Do a good job of customer return visits, understand the needs of customers, and constantly improve our work, to do a good job in every detail to achieve and meet the needs and growth of customers. Please strengthen communication between the Planning Department and the Consulting Center.
(2) do a good job of outpatient departments to coordinate the work, and doctors more exchanges and more communication to reduce the contradiction between departments and conflicts occur, to do peace ****. Growing together.
(3) do a good job of communication with the inpatient department patients, reduce the patient's misunderstanding of the medical staff, reduce the occurrence of complaints, and strive to make the hospital service better!
(4) according to the physical quality of the staff, you can ask the hospital leadership of all employees to carry out military training content for the upright, at ease, stopping between turns, straddle, squatting and standing up, salute, three major pace, and so on. The hospital security department can be asked to train.
Recommendations:
1, the hospital to carry out 5s management training for all employees.
2, can carry out outdoor development training to strengthen the overall quality of staff!
Hospital customer service work plan 2First, the establishment of customer service center network, the establishment of customer information electronic documents.
Second, the department and developers issued customer information questionnaires, screening to establish VIP health records.
Third, customer members
1, drill card customers: annual dues 20xx yuan high-end customers, annual set points 38000 yuan customers.
2, gold card customers: annual set points 18000 points.
3. Ordinary card customers: annual collection of 3000 points.
The hospital's customer service department will adjust the customer category based on the customer's cumulative effective consumption.
Fourth, the diamond card gold card customers fixed service projects
1, the opening of the health service car free transportation hospitalized customers.
2, gold card: diamond card VIP channel service where customers can directly at the counter to the "gold card diamond card VIP channel" sign at the card, explain the intention of the customer service staff to assist in all the formalities, so that customers feel at home, enjoy the feeling of dignity.
3, free of experts and ordinary registration fee.
4, warm service: customers will be discharged from the hospital three days after the bed doctor's greetings phone, every major holidays through text messages to send holiday blessings or telephone blessings, so that customers can always feel the importance of the hospital to its attention and concern, so as to enhance the customer's sense of identity and satisfaction with the hospital.
5, information express: timely and free of charge to customers to send the hospital's latest medical services, the latest medical information and preventive health care knowledge.
6, free medical checkups: health advice and birthday wishes: customers can enjoy free medical checkups every year, and can call the hospital service hotline for health advice at any time, but also in corresponding to the birthday of the hospital's birthday gift gifts will be replaced from time to time
7, VIP salon service hospitals in accordance with the overall needs of the high-end customer base, the annual organization of the Diamond Card VIP salon fellowship, fellowship can be selected according to the characteristics of the customers. Fellowship can choose different themes according to the characteristics of customers, new medical services promotion, cocktail parties, sports, tourism, movie viewing, concerts and other flexible and diversified forms of organization, reflecting the "create value for customers" concept.
8, proprietary customer service representatives "one-on-one service" in order to make the Diamond Card VIPs feel the hospital's special attention to its, for its and his family to establish a health plan, the development of a personalized diet and exercise plan, the implementation of proprietary family health care doctor, every two weeks to provide health care for their home. Medical Consultation. We provide health care, medical consultation and other medical services on behalf of specialists. Note: High-end customers receive annual membership fees of two thousand dollars
V. VIP card service period
Effective period of time and the customer's annual points and annual fees to maintain consistency that is, as long as the customer's annual points are valid or expected to pay the annual membership fee can continue to enjoy the VIP service. If the points are invalid or terminate the payment of annual dues, the VIP service will be terminated accordingly.
Sixth, the diamond card issuance
The hospital organization diamond card proprietary service representatives to visit customers and give the diamond card, proprietary service representatives will be strictly registered relevant information.
VII. Customer service details
Customer data collection and archiving
1 daily list of customers who need to be followed up three days after discharge and urge the doctor in charge of the bed to perform telephone greeting service.
2 Every two working days, you can inquire about the clients in the "Client Inquiry" system and check the collected data again. After determining the level, in the customer file marked "diamond card gold card ordinary card" category. And do a good job of follow-up services are summarized in the division.
3 for each customer to establish a data file and number, data card according to the card number sequential filing, and the establishment of the corresponding filing list.
4 before the 30th of each month, the statistics of the next month will be the birthday of the customer data, and scientific and orderly organization of statistical archives. And at any time to update the corresponding adjustment.
5 retain the customer electronic version of the information. According to the "customer category", "customer birthday order", "customer serial number" and other types of customer electronic document list, in order to facilitate the query.
VIII. Customer service program implementation
1. The service validity period is consistent with the validity period of the customer's VIP card.
2, every statistical information on the customer's birthday information, made a list of the customer's birthday in the phone or SMS blessing.
3. Send two free newspapers and magazines to all customers every year: "Customer Service Newspaper" and "Health News".
4, gold card diamond card customers enjoy the annual physical examination, the time is decided by the customer, but the customer needs to notify the hospital 3 days in advance of the customer service department of the relevant staff, the staff then review the customer's latest level status, and the customer's situation in a timely manner feedback to the appropriate pre-protection section, in order to make good preparations for the convergence.
5. Open a service hotline for health counseling at any time.