Customer Service Center Customer Service Department
February 19, 2002
Request for instructions and reporting system
In the event of the following issues should be timely request for instructions and reports:
Working found in the political issues and loss of confidentiality issues;
Discovered major errors, accidents, serious violations of communications discipline issues;
Danger to the personal safety of communications equipment issues;
Beyond the scope of their duties outside the need to resolve issues;
To be resolved in the context of the work of the Department of the customer service center. Serious violation of communications discipline;
The problem of endangering the personal safety of communications equipment;
The problem that needs to be solved beyond the scope of their duties;
When the work of the user intentionally make things difficult, to the team leader, the team leader to solve;
Requests for instructions and reports should be carried out at all levels, and in case of emergencies can be carried out at all levels, but after the incident should be reported to the higher level.
Requests and reports should be timely, accurate, and according to the situation proposed to deal with the views of the superior instructions should be recorded in detail, and carefully implemented. If there is a difference of opinion can be put forward proposals, when the superior insists on the original intention should be implemented first, and then according to the principles of the organization to reflect upward.
Security and confidentiality system
Strictly adhere to the confidentiality of communications, under no circumstances will not disclose any information about the customer.
Strictly abide by the company's communication discipline, (fire, drug, leakage, theft, accident prevention) to do a good job of security.
Strictly forbidden to chat with customers, not allowed to bring non-staff into the server room, where outside personnel to enter the server room for business purposes, subject to the approval of the supervisor, and to fulfill the registration procedures. (Customer service system after the normal operation of the implementation)
Correct use of communications equipment, care of equipment room facilities, is strictly prohibited to put the cups of water and other easy to damage the equipment on the machine, in order to avoid failure.
Strictly prohibit the use of open flames in the communication site, because the work really need to use open flames, should be agreed by the security department of the company to take the necessary safety measures, can be used.
Strengthen the leadership of security, confidentiality, adhere to the regular inspection (power supply, electrical outlets, open fire hazards, document control implementation), fire fighting equipment, special custody found that the problem is resolved in a timely manner.
Keep the necessary items for work, put money in the locker and valuables lost at his own risk.
Communication site is strictly prohibited the use of purchased electric heating equipment cooking, hot water.
Customer service department meeting system
The handover meeting will be held when the business increase changes, superior instructions, customer suggestions and complaints and process, equipment changes in a timely manner with the next shift to explain clearly, and record clearly.
Shift meetings are held once a week. Participated by the shift manager, the director of the customer service department presided over, on the service, safety, style, training, attendance, etc. to evaluate the week's work, inform the business processing, and for the solution of special problems in case analysis, and summarize a unified response to the caliber of the message to each business representative.
The whole customer service department of the business representative meeting held on the Friday before the 25th of each month, presided over by the director of the customer service department, the director of the center to participate. The content of the meeting to inform the completion of the monthly work tasks, according to the quality control inspection of the situation of rewarding the good and punishing the bad. Report by the team on the month's work, and point out the existing problems in the work. Training and problem solving. Inform the next month's work plan and work objectives.
Timely submission of semi-annual and annual summary of the work, and put forward to improve the work of the views and measures, reasonable arrangements for the second half of the year and next year's work.
Customer Service Department duty system
Duty personnel on duty, first of all to dress uniformly, firmly at their posts, wearing a duty card, and secondly, to sit upright, full of spirit, concentration.
The duty officer should obey the command and dispatch, and seriously according to the business procedures, service standards and operational requirements to do.
When on duty must use standardized service language, from the tone of voice, tone, response to do: polite, friendly, concise, clear, patient, thoughtful.
Establish the "customer" as the center of the service concept, bearing in mind that "the customer is always right" principle of service, to achieve a quick response, respond to the good day clear day high.
Consciously abide by labor discipline, to perform the duties of the operator. It is strictly prohibited to make a lot of noise in the machine room, without the approval of the shift supervisor shall not be absent without leave.
Strictly implement the rules and regulations and security and confidentiality system to ensure that the customer's information and the owner's information is not leaked.
Strict shift handover procedures, conscientiously comply with the shift handover system.
Customer service department on-site standardization standards
Dress uniform, polite to others, sitting upright.
No loud noises in the server room, do not do things unrelated to work.
Monitors are located on the right side of the desktop, and headphones are hung on the right side of the desk.
The work surface is neat and tidy, and the notepad is placed in the same place.
Seats are neat and tidy, and should be returned in time after leaving the seat.
The items in the computer room should be placed in a vertical and horizontal line.
Anyone who enters or leaves the equipment room should not exceed the specified time limit, and the shift supervisor should be consulted if there is any special circumstance.
Field management system
1, follow the command of the shift manager.
2, standardize the use of service language, patiently answer the user's questions, seriously accept the user's business registration, business consulting, complaints and suggestions.
3, strictly in accordance with the provisions of the operation, can not do things on their own.
4, to comply with the communication discipline, labor discipline, confidentiality system.
5, into the machine room dress neatly, wearing a uniform position of the work badge.
6, sit upright, the desktop should be clean and hygienic, and items not related to business can not be brought into the computer room.
7, chairs, keyboards, computers can not be moved. The keyboard should be pushed into the drawer when you leave the station, and you can't scribble on the equipment.
Without the consent of the shift supervisor, you can't leave the station at will.
Working time can not read, can not chat with the adjacent station, can not hang up the phone; pagers, cell phones can not be brought into the room.
Customer service center of all microcomputers are not allowed to play games on the Internet without approval.
Not on duty personnel, not allowed to stay in the room, not to use the landline in the room.
No fruits and vegetables are allowed in the machine room.
Customer service center health management system <>
One, the working environment of the machine room heavy ground
Microcomputers in the machine room, desks, chairs, stationery and other items placed neatly without dust;
Doors and windows are bright, the floor is neat;
Employees on the machine in a neat and clean attire, sanitation, long hair should be bundled hair.
Keep the bulletin board and facilities in front of the big screen neat and clean.
Second, the management of the locker room
Keep the locker room quiet, close the door gently, speak softly;
Entering the workplace must be changed into their own lockers, not outside the locker and the top of the locker;
Dressed neatly, not wrinkled, not lack of mutilation, not pulling up the sleeves, painting light on duty;
Personal belongings are properly stored and strictly prevent loss. Prohibit indiscriminate use, lock the cabinet in time, or the consequences of their own.
Cleaning of the locker room every Monday by the day of the shift leader is responsible for the organization and implementation.
Three, the management of flowers and plants in the computer room
The day shift is responsible for watering.
2,Every Friday, the day shift is responsible for cleaning the foliage.
Customer Service Department Handover System
Arrive 10 minutes early and listen carefully to the shift manager's roll call.
After the roll-call and review, line up to enter the machine room.
Do a good job of pre-shift preparation, job handover should be concise, fast, do not allow gossip, and quickly enter the work state.
No one can leave the station without the receiver arriving.
Read the latest announcements carefully, and keep abreast of business changes and preferential policies.
The handover log should be clear about equipment conditions, problems, and personnel transfers.
Customer service department leave system compilation
Seriously implement the leave system, do not be late, do not leave early, no absenteeism, to ensure that the shift time punctual to the post.
In case of sick leave can not go to work, must ask for leave in advance. General leave of absence should be made in a day; special leave of absence should be made one hour before the shift; if you can't take leave of absence in advance, it should be approved by the management before it can take effect. Otherwise, it will be treated as absenteeism.
The leave of absence should be handled at each level, and it is not allowed to take leave of absence at any level and cross leave of absence. Leave approval authority: one day by the director of customer service approval; more than one day by the director of the customer service center approval.
Leave of absence must be handled by the person himself, not by others on behalf of the application, except sick leave.
Sick leave of one day, must be certified by the medical unit to take effect (except for emergency), emergency must be notified by phone before the shift (can be entrusted to others) shift manager. The sick leave certificate must be for a consecutive period of time, and the leave slip must be submitted to the shift manager on the first day after the sick leave expires.
In principle, the night shift is not allowed to take leave, if there is a special case, it must be submitted before twelve o'clock on the same day and approved by the management before it can take effect.
Holiday leave is not permitted, except in very special circumstances must be proposed two days in advance, approved by the management can take effect.
The person who is late for work for 20 minutes or more without leave before the shift; the person who is absent from duty for 20 minutes or more without authorization will be treated as a disciplinary case.
Official business and study outside, need to be approved by the director of the customer service center
Customer service shift system
Employees in the work period due to their own or other needs in the working time to deal with things personally can be allowed to change shifts.
Shift change must be agreed by both shift managers, fill in the shift change registration form.
No more than two shift changes per person per month. Continuous shift changes are not allowed, and the person who changes shifts and the person who returns shifts are not allowed to work consecutive shifts.
Shift change must adhere to the principle of the same type of work and technical and business level.
The two sides of the shift change must be clearly explained, if the explanation is not clear, resulting in missed shifts, empty shifts are treated as absenteeism, and according to the size of the responsibility of the assessment of the two parties.
No leave of absence is allowed for both shift change and shift return, otherwise it will be treated as absenteeism.
Shift supervisors must be aware of the situation of the personnel and must not authorize them at will.
The shift change and return must comply with the customer service center system.
Holiday shift personnel are not allowed to shift or leave.
The director of the customer service department's duties
Assist the director of the customer service center to grasp the management, the establishment of rules and regulations, improve the business process, the implementation of the guidelines and policies of the telecommunications services, the timely delivery of the latest spirit of the company and business notices, the implementation of the upper level of knowledge about the telecommunications business of various types of documents and the implementation of the management of various businesses, to maintain the normal order of the work of the customer service center. .
Responsible for the customer service department personnel scheduling and arrangements, responsible for the management of the team leader, guidance and supervision, responsible for the customer service department of the daily work of the organization and management, and on time to submit the customer safety services and other situation analysis report.
Implementation of the implementation of the business, monitoring management approach to master the operating system, problems in a timely manner and do a good job of registration.
Responsible for the coordination with the relevant departments, timely handling of customer service
Center emergencies and important complaints.
Responsible for the customer service department business knowledge of regular training and assessment, and archiving
To promote the business representatives of the business quality continue to improve, in order to meet
Satisfy customer needs as soon as possible.
Responsible for the summary statistics of the weekly acceptance of supervision, feedback, return visits, and the results will be reported in a timely manner.
Customer service department team leader responsibility system
Responsible for the business representatives of the business management and guidance; inspection, supervision of the implementation of staff duties; dealing with the work of the difficult problems, important events and emergencies, and timely report to the director of customer service department.
Conscientiously implement the rules and regulations, the correct implementation of the business tariff policy, strict business processes and processing time limits, to ensure that the customer service department and the completion of the assessment indicators.
Strict on-site management, fill out the duty log, monthly summary of the formation of service quality analysis report, 22 days before the Director of Customer Service.
The daily shift manager is responsible for the statistics of the day's work (system problems, difficulties in the summary, consulting, inquiries, active service workload daily, weekly report) to the director of customer service.
The group shift manager is responsible for the business representative of the ideological dynamics, found that the problem is reported in a timely manner, is responsible for the organization of business representatives to learn new business, regular training to ensure that each employee is familiar with the business knowledge, proficiency in the operating system.
Master the busy situation of each class, submitted to the director of the customer service department in a timely manner, and rationalize the arrangement of seats. Violation of the system, business procedures, labor discipline, the right to order the cessation of work, to grasp the situation on the spot and to the director of the proposed recommendations and treatment.
Each shift 10 minutes in advance to the post, the roll call review, the content of the brief and targeted.
To keep abreast of the system operation, to grasp the work order detention and each workstation back to the single situation, and timely urge the completion of the work.
Responsibilities of the customer service department quality inspector
Responsible for the customer service system service quality inspection, found that the problem is immediately corrected, in case of emergencies reported to the director in a timely manner.
Study the knowledge of telecommunication business seriously, and be patient to help answer the problems found in the inspection.
Monthly listening to each person not less than 1-5 times, including: service language, service attitude, tone of voice, the ability to summarize the customer's needs, the ability to receive the customer response.
Each person each time to check the situation, fill in the details of the service quality assessment form, and details of the contents of the monthly summary submitted to the assessment.
Weekly summary, according to the results of the inspection to develop a training program, can be full training, but also individual training. And submit to the director of the customer service department. And submit a quality control analysis report and training program.
In the roll call, comment on the inspection will be found with the general quality of service problems to the business representative (designated by the director of customer service) to do a detailed evaluation.
Responsibilities of the customer service department business representatives
Internally on behalf of the interests of customers, on behalf of the company's image, to fulfill the norms of the first system of responsibility.
Familiar with and master the knowledge of telecommunications business, and various business skills and related business processes.
Skillful in accepting the customer's various business service needs, for their own inability to deal with timely feedback to the team leader.
Provide accurate, prompt, friendly and considerate services to customers, and do a good job of "ask, answer and send" three services.
Familiarize with microcomputer operation skills, found that the machine and equipment operation abnormalities reported in a timely manner.
Establish the "customer-centered service concept", bearing in mind that "the user is always right" principle of service, our duty is to make customers satisfied.
Study hard, constantly summarize the actual experience of service work, improve their business quality and business skills.
Obeying the relevant rules and regulations, care for the collective.
The customer service process found in the process of timely feedback, and actively put forward ideas and suggestions for improvement.
Summarize system operation problems and submit them to the shift supervisor.
Complete the matters assigned by the leadership.
To represent the interests of customers internally and the image of the company externally, and to fulfill the standard requirements of the first-responsibility system.
Familiar with and master the knowledge of telecommunications business, and various business operation skills, and related business processes.
Skillful in accepting the customer's various business service needs, for their own inability to deal with timely feedback to the shift manager.
Provide customers with accurate, prompt, cordial and considerate service, and do a good job of "ask, answer and send" three sound service.
Skilled in microcomputer operation skills, found that the machine and equipment operation abnormalities reported to the shift manager in a timely manner.
Establish the "customer-centered service concept", bearing in mind that "the user is always right," the principle of service, our duty is to make customers satisfied.
Study hard, constantly summarize the actual experience of service work, improve their business quality and business skills.
Obeying the relevant rules and regulations, care for the collective.
The customer service process found in the process of timely feedback, and actively put forward ideas and suggestions for improvement.
Summarize system operation problems and submit them to the shift supervisor.
Complete the matters assigned by the leadership.
Employee Classification Rules
Junior Worker (189):
Be able to grasp the basic knowledge of telecommunication business and apply it correctly in practical work. Understand the basic principles of microcomputer, can be simple operation.
Familiar with the acceptance of business processes, within the time limit can accurately enter the user needs, and timely distribution. Master the system business query function, flexible use of the operating system, accurate number / name query and the 97 system business information query, to provide users with satisfactory service.
In the monthly assessment of Chinese character input 30 words per minute, business examination pass.
Intermediate Worker (180):
Mastering the knowledge of telecommunication business, understanding the basic telecommunication tariff policy,
Ability to correctly deal with the customer consultation, inquiry, complaint and general tariff disputes in the actual work.
Master the principle of microcomputer, familiar with the business acceptance process. She is able to answer and summarize customer needs in a timely and accurate manner, and can flexibly use the 97 billing system to accurately provide customers with correct verification data;
Subscribers' obstacle reports, customer suggestions and complaints can be accepted and entered according to the process. In the monthly assessment, the Chinese character input is 50 words per minute.
Three, senior (shift manager and 96123)
Full mastery of telecommunications tariff policy and business knowledge, understanding of the functions of the company's workstations. In the process of acceptance and reception of customers, timely resolution of the initial, intermediate seats encountered by the workplace can not answer the difficult questions; on the spot can not answer or involve the company's policy (will cause escalation) of the complaint; on the company's equipment operation or system operation problems caused by the complaint; on the cable and the line caused by the customer's large area of the complaint; on the unexpected or touch the interests of the company's events, to be analyzed carefully and summarized, and the information in the shortest possible time, and will be the most effective way of communication. And in the shortest possible time to report the information to the duty manager or supervisor. The complaints received by each workstation should be ensured within 60 minutes of distribution.
Quality inspection workstation, understand the business representatives of the seat allocation situation at the same time, the business representatives of the seat service tracking, can understand, summarize the business representatives of the business needs, service language and voice tone of the degree of standardization, and put forward the need for training; will be the customer on the Department of the criticism of the Department of the service is not satisfied with the summary of the timely analysis and assessment. In addition, familiar with the etiquette of service standards, professional language. The principle of microcomputer, system maintenance, 97 inquiries, tariff complaints can be skilled and flexible use. The company is able to summarize the market and customer needs in the consultation and complaint, and analyze the monthly service quality summary, and provide timely feedback to the business management department.
The day shift supervisor will summarize the key points of the day's inquiries and complaints, and the operation of the equipment, and summarize the work log to the director of the customer service department.
Working to understand the staff's thinking, attendance, and have a certain ability to organize and site management.
Division IV, return visit, editorial group
Return visit workstations in a timely manner to the responsible departments to deal with the results of the 72-hour return visit to the user, the rate of return visit to reach 100% (according to ISO9000 regulations: such as the contact information is incorrect or 3-5 times the contact can not be done to close the case). If the problem is still unresolved or caused by the company's service and other upgraded complaints, should be formed in writing feedback information to the director of customer service feedback.
Return to the workstation in a timely manner will be social advice, customer needs, focus on issues and staff information, the company's survey results are summarized (to the integrated business analysis team).
Return to the workstation every Monday before 18:00 will return to the customer satisfaction analysis and summary of the situation and reported to the director of customer service, the center of the service analysis of the regular meeting of six.
Business editorial workstation in strict accordance with the editorial process, timely offloading, adding and deleting all kinds of policies of the higher authorities, notices, documents and information, business, tariffs, the spirit of adjustment. And after receiving faxes and notification orders, the editorial team should organize the study, understand the spirit of the document, according to the customer's ability to understand, to make a concise unified publicity caliber, and by the issuance of documents confirmed by the department of the information database for the business representative of the customer's consultation with reference to the response.
Knowledge base maintenance process is as follows:
Receive the relevant department business notification form
Report to the director of the center to read
Study the spirit of the document to understand the business content
Collect the relevant business information
Recorded into the knowledge base
Downloaded documents to confirm the department
Confirmed in accordance with the ability of customers to understand the brief unified message Uniformity of presentation
The editorial team should record the starting and ending times of additions and deletions, keep the original information, and do a good job of catalog management.
The editorial team will establish a life column that integrates the specialties of business representatives such as literature, painting, and handicrafts while building a complete information base, business knowledge base, and encyclopedic knowledge base.
Summarize the needs of business representatives on the customer service system, establish and improve all kinds of business reports of the customer service center, and maintain the system functions in a timely manner.
Completing the matters assigned by the leadership, customer service department business representative duties.
Provide customers with satisfactory service, customer service department service standards.
Complete the matters assigned by the leadership, customer service department business representative duties.