What is a customer service management system?

Reprinted \x0d\ Customer Service Department management system and job responsibilities \x0d\x0d\ Request for instructions and report system \ x0d \ Ask for instructions and report in time when encountering the following problems: \x0d\ 1 Political problems and leaks found in the work; \x0d\ 2。 Found major mistakes and accidents, and seriously violated communication discipline; \x0d\ 3。 Endangering the personal safety of communication equipment; \x0d\ 4。 Problems that need to be solved beyond the scope of work; \x0d\ 5。 In case of user difficulties at work, you can ask the monitor for instructions, which will be solved by the monitor; \x0d\ 6。 The report should be carried out step by step. In case of emergency, it can be carried out by leaps and bounds, but it should be reported to the superior afterwards. \x0d\ 7。 The report should be timely and accurate, and put forward suggestions according to the situation. The instructions of superiors should be recorded in detail and carried out seriously. If you have different opinions, you can make suggestions. When the superior insists on the original intention, it should be implemented first, and then reflected upward according to the organizational principles. \x0d\\x0d\ security system \x0d\ 1. Keep the communication confidential, and don't disclose any information of customers under any circumstances. \x0d\ 2。 Strictly abide by the company's communication discipline and do a good job in safety (fire prevention, virus prevention, leakage prevention, theft prevention and accident prevention). \x0d\ 3。 Chatting with customers is strictly prohibited, and non-staff members are not allowed to enter the computer room. Any foreign personnel entering the computer room on business must be approved by their superiors and go through the registration formalities. (Implemented after the customer service system runs normally) \x0d\ 4. Use communication equipment correctly, take good care of the facilities in the computer room, and it is forbidden to put items that are easy to damage the equipment, such as water cups, on the machine to avoid failure. \x0d\ 5。 It is strictly forbidden to use open flames at the communication site. If it is really necessary to use an open flame for work, necessary safety measures shall be taken with the consent of the company's security department. \x0d\ 6。 Strengthen security leadership, adhere to regular inspection (power supply, sockets, hidden dangers of open flames, document control and implementation), and assign special personnel to keep fire-fighting equipment, and solve problems in time when found. \x0d\ 7。 Take care of the things necessary for work, put the money in the locker, and lose valuables at your own risk. \x0d\ 8。 It is forbidden to use self-purchased electric heating equipment for cooking and hot water at the communication site. \ x0d \ x0d \ conference system of customer service department \x0d\ 1. When the shift change meeting is not held, explain the business changes to the next shift in time according to the instructions of the superior, and clearly record the complaints, processes and equipment changes put forward by customers. \x0d\ 2。 The class meeting is held once a week. Attended by the monitor of each class, presided over by the director of customer service department, to comment on this week's service, safety, style, training, attendance and other work. , report the business handling, conduct case analysis on the solution of special difficult problems, summarize and unify the answers and convey them to business representatives. \x0d\ 3。 Hold a meeting of business representatives of the whole customer service department on Friday before 25th of each month, presided over by the director of customer service department and attended by the director of the center. The content of the meeting will inform the completion of the monthly work tasks, and reward the excellent and punish the poor according to the quality inspection. Each group reports the work of the month and points out the problems existing in the work. Business training and problem solving. Tell me the work plan and goals for next month. \x0d\ 4。 Timely submit half-year and annual work summaries, put forward suggestions and measures for improvement, and rationally arrange the work in the second half of the year and next year. \ x0d \ x0d \ duty system of customer service department \x0d\ 1. When on duty, the personnel on duty should first dressing the, stick to their posts, and wear a work permit, and then sit upright, full of energy and concentrate. \x0d\ 2。 The personnel on duty should obey the command and dispatch, and do well according to the requirements of various business processes, service specifications and operation specifications. \x0d\ 3。 When on duty, you must use standard service terms, and be polite, cordial, concise, clear, patient and thoughtful in tone, tone and response. \x0d\ 4。 Establish the service concept of "customer" as the center, keep in mind the service principle of "customer is always right", and make quick response and good response. \x0d\ 5。 Consciously abide by labor discipline and perform the duties of operators. It is forbidden to talk loudly in the computer room, and you are not allowed to leave without the approval of the shift supervisor. \x0d\ 6。 Strictly implement the rules and regulations and the security and confidentiality system to ensure that customer information and owner information are not leaked. \x0d\ 7, strict succession procedures, seriously abide by the succession system. \ x0d \ x0d \ customer service standardization standard \x0d\ 1. Dress in uniform, be polite to others and sit correctly. \x0d\ 2。 Please don't talk loudly or do anything unrelated to work in the computer room. \x0d\ 3。 The monitor is located on the right side of the table, and the earphone is hung on the right side of the table. \x0d\ 4。 The workbench is clean and tidy, and the notebooks are put in the same place. \x0d\ 5。 Seats should be neat and tidy, and should be returned in time after leaving the seats. \x0d\ 6。 The articles in the computer room need a line. \x0d\ 7, in and out of the computer room shall not exceed the prescribed time limit, if there are special circumstances need to ask the monitor. \ x0d \ x0d \ field management system \x0d\ 1, obey the monitor's command and scheduling. \x0d\ 2。 Standardize the use of service terms, patiently answer users' questions, and seriously accept users' industrial and commercial registration, business consultation and report suggestions. \x0d\ 3。 Strictly follow the rules, don't do it yourself. \x0d\ 4。 Abide by communication discipline, labor discipline and confidentiality system. \x0d\ 5。 Dressed neatly in the computer room. 1. Wear a uniform badge. \x0d\ 6。 Sit upright, keep the desktop clean and tidy, and items unrelated to business cannot be brought into the computer room. \x0d\ 7。 Chairs, keyboards and computers can't be moved at will. When leaving the desk, push the keyboard into the drawer, and don't scribble on the equipment. \x0d\ 8。 You can't leave Taiwan Province at will without the monitor's consent. \x0d\ 9。 You can't read books, chat with receptionists or hang up the phone privately during working hours; Pagers and mobile phones can't be brought into the computer room. \x0d\ 10。 All microcomputers in the customer service center are not allowed to play games online without approval. \x0d\ 1 1。 Off-duty personnel are not allowed to stay in the computer room or use the fixed telephone in the computer room casually. \x0d\ 12, melon and fruit peels and cores are not allowed to be brought into the computer room. \x0d\ x0d \ Customer Service Center Health Management System \ x0d \ 1. The working environment \x0d\ 1, computers, desks and chairs, stationery and other items in the computer room shall be arranged neatly and free from dust; \x0d\ 2。 Bright doors and windows, clean and tidy ground; \x0d\ 3。 Employees should be neatly dressed and hygienic on the computer, and their long hair should be tied up. \x0d\ 4。 Keep the publicity column and facilities in front of the big screen clean and tidy. \x0d\ II。 Management of locker room \x0d\ 1. Keep the dressing room quiet, close the door lightly and speak softly; \x0d\ 2。 When entering the workshop, you must put your laundry in your locker, not outside or at the top of the cabinet; \x0d\ 3。 Dress neatly, without wrinkles, flaws and sleeves, and wear plain clothes at work; \x0d\ 4。 Take good care of your personal belongings to prevent them from being lost. It is forbidden to take and use it indiscriminately, and lock the cabinet in time, otherwise the consequences will be at your own risk. \x0d\ 5。 On that day, the monitor is responsible for organizing and implementing the cleaning of the locker room every Monday. \x0d\ III。 Plant management in computer room \x0d\ 1. The day shift is responsible for watering. \x0d\ 2。 The day shift every Friday is responsible for cleaning the leaves. \ x0d \ x0d \ customer service shift duty \x0d\ 1, arrive at the post 10 minutes in advance, and listen carefully to the monitor's roll call. \x0d\ 2。 After roll call, they lined up to enter the computer room. \x0d\ 3。 Be prepared for the handover, the post handover should be concise and quick, no gossiping is allowed, and you should quickly enter the working state. \x0d\ 4。 The successor shall not leave Taiwan Province until he arrives at the machine. \x0d\ 5。 Read the latest notice carefully to keep abreast of business changes and preferential policies. \x0d\ 6。 The handover log shall clearly record the equipment, difficult problems and personnel handover. \x0d\\x0d\ Collection of leave system of customer service department \x0d\ 1. Earnestly implement the system of termination of leave, so as not to be late, leave early and be absent without reason, and ensure the punctuality of duty time. \x0d\ 2。 If you can't go to work on sick leave, you must ask for leave in advance. General leave should be put forward within one day; Special leave should be put forward one hour before class; If you can't ask for leave in advance, it will take effect after being approved by the management. Otherwise, it will be treated as absenteeism. \x0d\ III。 Leave for personal affairs should be handled step by step, and it is not allowed to skip and cross leave. Holiday approval authority: one day is approved by the director of customer service department; More than one day is approved by the director of the customer service center. \x0d\ IV。 Personal leave must be handled by yourself, and no one is allowed to take it, except sick leave. \x0d\ 5。 Sick leave can only take effect with the certificate of medical unit (except emergency), and the emergency must inform the monitor by phone before going to work (can be entrusted to others). The sick leave certificate must be continuous, and the leave slip must be given to the monitor on the first day after the sick leave expires. \x0d\ VI。 In principle, night shifts are not allowed to take time off. In case of special circumstances, it must be put forward before twelve o'clock on the same day, and it will take effect after being approved by the management. \x0d\ VII。 Holidays and holidays are not allowed, except in extremely special circumstances, which need to be put forward two days in advance and will take effect after being approved by the management. \x0d\ VIII。 Did not ask for leave before going to work, and was more than 20 minutes late; Those who leave their posts without permission for more than 20 minutes will be dealt with according to violation of discipline. \x0d\ IX。 It needs to be approved by the director of the business study abroad customer service center \x0d\ x0d \ shift change system of customer service department \ x0d \ i. Employees may be allowed to change shifts during working hours due to personal or other needs. \x0d\ 2。 The shift change must be approved by the squad leaders of both parties, and the shift change registration form should be filled in. \x0d\ III。 Each person shall not change shifts more than twice a month. Continuous shifts are not allowed, and those who shift or return to work are not allowed to work continuously. \x0d\ IV。 Shift change must adhere to the principle of the same type of work and the same level of technical business. \x0d\ 5。 Both parties must explain clearly. If the shift is missed or empty due to unclear explanation, it will be treated as absenteeism, and both parties will conduct assessment according to their responsibilities. \x0d\ VI。 No leave is allowed for shift change or return to work, otherwise it will be treated as absenteeism. \x0d\ VII。 The monitor must master the personnel situation and shall not approve it at will. \x0d\ VIII。 Shift change and return to work must comply with the policies of the customer service center. \x0d\ IX。 Personnel on duty during holidays are not allowed to shift or ask for leave. \ x0d \ x0d \ Responsibilities of the Director of Customer Service Department \x0d\ 1. Assist the director of the customer service center to grasp management, establish and improve various rules and regulations, improve business processes, implement various principles and policies of telecommunications services, timely convey the latest spirit and business notices of the company, implement various documents of superiors about telecommunications business knowledge, implement various business management, and maintain the normal working order of the customer service center. \x0d\ 2。 Responsible for the scheduling and arrangement of the customer service personnel, the management, guidance and supervision of the squad leader, the organization and management of the daily work of the customer service department, and submit the customer safety service analysis report on time. \x0d\ 3。 Carry out the development of various businesses, master the monitoring and management methods in the operating system, deal with problems in time and make registration. \x0d\ 4。 Responsible for coordinating with relevant departments to deal with emergencies \x0d\ important complaints in customer service in a timely manner. \x0d\ 5。 Be responsible for the regular training and assessment of customer service department's business knowledge, and file it \x0d\ to promote the continuous improvement of business quality of business representatives and meet customer needs as soon as possible. \x0d\ 6。 Responsible for summarizing the weekly acceptance, supervision, feedback and return visit, and reporting the results in time. \ x0d \ x0d \ customer service monitor responsibility system \x0d\ 1, responsible for business management and guidance of business representatives; Check and supervise the implementation of employees' job responsibilities; Handle difficult problems, important events and emergencies in the work, and report to the director of customer service department in time. \x0d\ 2。 Seriously implement various rules and regulations, correctly implement various business tariff policies, strictly implement business processes and processing time limits, and ensure that the customer service department and assessment indicators are completed. \x0d\ 3。 Strict on-site management, fill in the duty log carefully, summarize and form a service quality analysis report every month, and submit it to the director of customer service department before the 22nd. \x0d\ 4。 Every day, the shift supervisor is responsible for counting the work of the day (system problems and problem summary, daily report and weekly report of consultation, inquiry and active service) and handing it over to the director of customer service department. \x0d\ 5。 The shift supervisors of each group are responsible for the dynamic thinking of business representatives, report problems in time, organize business representatives to learn new business and conduct regular training to ensure that each employee is familiar with business knowledge and master the operating system. \x0d\ 6。 Grasp the busy and idle situation of each shift, submit it to the customer service director in time, and arrange the seats reasonably. In violation of the system, business rules and labor discipline, have the right to order to stop work, grasp the situation on the spot, put forward suggestions and handling opinions to the director. \x0d\ 7。 Each shift arrives at the post 10 minutes in advance, and carries out roll call comments, which are simple and targeted. \x0d\ 8。 Understand the operation of the system in time, grasp the detention of work orders and the reception of each station, and supervise the completion in time. \x0d\\x0d\ Responsibilities of quality inspector in customer service department \x0d\ 1. Responsible for the service quality inspection of customer service system, correct the problems immediately when found, and report the emergency to the director in time. \x0d\ 2。 Seriously study the telecom business knowledge and patiently help to answer the problems found in the inspection. \x0d\ 3。 Everyone should monitor 1-5 times a month at least, including terms of service, service attitude, tone of voice, ability to summarize customer needs and ability to deal with customers. \x0d\ 4。 Fill in everyone's inspection information in detail on the comprehensive evaluation form of service quality, and record the contents in detail, and summarize and submit the assessment every month. \x0d\ 5。 Summarize once a week, and make a training plan according to the inspection results, which can be carried out by all employees or individuals. Then give it to the customer service supervisor. And submit the quality inspection analysis report and training plan. \x0d\ 6。 When making a roll call, make a detailed comment on the service quality problems found in the inspection to the business representative (designated by the director of customer service department). \ x0d \ x0d \ Responsibilities of business representatives in customer service department \x0d\ 1. Represent the interests of customers internally and the image of the company externally, and fulfill the standard requirements of the first inquiry responsibility system. \x0d\ 2。 Familiar with and master telecom business knowledge, as well as various business operation skills and related business processes. \x0d\ 3。 Skillfully accept all kinds of business service requirements of customers, and give feedback to the monitor in time if they can't be handled. \x0d\ 4。 Provide customers with accurate, timely, cordial and thoughtful services, and do a good job of "asking, answering and sending". \x0d\ 5。 Familiar with microcomputer operation skills, timely report the abnormal operation of machinery and equipment. \x0d\ 6。 Establish a "customer-centered service concept" and keep in mind the service principle of "the customer is always right". Our duty is to satisfy our customers. \x0d\ 7。 Study hard, constantly sum up the practical experience of service work, and improve their professional quality and skills. \x0d\ 8。 Abide by relevant rules and regulations and cherish the collective. \x0d\ 9。 Timely feedback the problems found in the process of customer service, and actively put forward suggestions and suggestions for improvement. \x0d\ 10, summarize the system operation problems and submit them to the monitor in time. \x0d\ 1 1。 Complete the matters assigned by the leaders. \x0d\ 12。 Represent the interests of customers internally and the image of the company externally, and fulfill the standard requirements of the first inquiry responsibility system. \x0d\ 13。 Familiar with and master telecom business knowledge, business operation skills and related business processes. \x0d\ 14。 Skillfully accept all kinds of business service requirements of customers, and give timely feedback to the monitor if they can't handle them. \x0d\ 15。 Provide customers with accurate, rapid, cordial and thoughtful services, and do a good job of "asking, answering and sending". \x0d\ 16, master the skills of microcomputer operation, and report to the monitor in time if the machine and equipment are abnormal. \x0d\ 17。 Establish a "customer-centered service concept" and keep in mind the service principle of "the customer is always right". Our duty is to satisfy our customers. \x0d\ 18, study hard, constantly sum up practical experience in service work, and improve their professional quality and skills. \x0d\ 19。 Abide by relevant rules and regulations and cherish the collective. \x0d\ 20。 Timely feedback the problems found in the process of customer service, and actively put forward suggestions and suggestions for improvement. \x0d\ 2 1。 Summarize the system operation problems and submit them to the monitor in time. \x0d\ 22。 Complete the matters assigned by the leaders.