The company's departments issued out of the VIP card customer's personal data for computerized archiving, to ensure that the customer's information data is not leaked. Before the fifteenth of each month to the departments to hand over the customer consumption records for computer entry, to the end of the year to summarize the convenience of customer consumption according to the appropriate gift to review the customer.
2, the development of customer promotional programs, customer feedback policy.
At present, the first floor of the VIP card integral activities and gift feedback.
3, to understand the basic information of the customer and the enterprise's relevant data.
Master the company's VIP customers basic information such as: name, surname, contact number, birthday, work unit. For my store consumption of old customers on their birthdays to telephone or bring the company produced cards (or other small gifts) to congratulate the door. Understand the actual situation within the enterprise itself for easy reference.
4, customer contact, regular visits, customer service.
To
The telephone or door-to-door visit way to maintain the relationship between the customer in the company, every festival by phone or SMS on behalf of the company to congratulate the happy holidays. Every half a month as noted in the departments provided in the department of consumption of the first three customers
and important customers, to make telephone appointments for home visits and send the company to develop the appropriate gifts. To provide accurate, rapid, cordial, thoughtful service to customers, do a good job "asked, responded to the voice, send the voice" three services.
5, related to customer promotional programs, customer feedback policy timely notification of customers.
With the actual situation of each department to do some promotional programs, by phone or SMS to tell the way to convey to new and old customers. According to the customer's consumption record by phone to tell the guests to return the appropriate gift, such as the guests inconvenience, you can send gifts to the door.
6, the establishment of customer return visit information, convey customer comments and suggestions.
The
on-site visits, telephone visits and door-to-door visits to the customer information for the archives (card number, name, surname, contact phone number, unit, visit location, visit time, customer comments and suggestions) and the customer's comments and suggestions, report
the higher-ups or the relevant departments responsible for the report
especially significant changes need to be explored in the regular weekly meeting of the company to be discussed at the conference! One to the adoption of the implementation of the departments in the next, and if necessary, the guests' opinions and suggestions after the results, with a phone call
tell the guests.
7, coordination of customers, dealing with customer complaints.
Set up a "customer-centered service concept", bearing in mind that "the user is always right" service principle
principle, our duty is to make customers satisfied. Department in the case of guest complaints, emergency with the department of customer complaints processing, and record the content of the complaint. Try to the shortest possible time to deal with the results of the reply to the guests, if necessary
To gift VIP card or send fruit plate to solve the problem. To deal with can not meet the customer's case, directly report to the general manager, the general manager to give the treatment program.
8, with the company's external public relations activities.
On behalf of the company to participate in the community of some of the meetings, and other can represent the meeting, and the content of the meeting conveyed to the general manager and the relevant departments. Actively cooperate with the company's external publicity activities.
Part II: customer service personnel duties
A: after-sales personnel should have the conditions
After-sales service work is a comprehensive skill requirements are quite high, by the after-sales service personnel requirements are also quite high, must have the following conditions:
1, engaged in the line of work for at least five years of experience, preferably engaged in technical work or sales work A few years of experience, know the current market situation, understand customer needs, and understand some of the business operations and service channels.
2, more personal cultivation, have a high level of knowledge, such as bachelor's degree or above, familiar with the product knowledge, and have the use of sales products, machinery, devices, equipment knowledge.
3, good personal communication skills, good verbal skills, polite to people, know when and where to face what kind of situation is suitable for what kind of language expression, know a certain relationship processing, or dealing with experienced, with a certain personality power, a good first impression can give customers trust.
4, flexible, on-site adaptability, able to go to the scene to solve the problem immediately using on-site conditions.
5, neat and generous appearance, speech and demeanor, corporate ambassadors and product spokespersons of the demeanor, not necessarily to look good and beautiful, but at least to stand up to the audience, don't come out of the crooked nose twisted mouth slanting clothes, blowing his beard and eyes, damaging the image of the enterprise.
6, good work attitude, enthusiasm, proactive, timely customer service, regardless of personal gain or loss, dedication.
Second, the procedures for handling customer complaints and grievances:
1, the establishment of customer opinion form (or complaint registration form) and other forms.
Received customer complaints or complaints of information, recorded on the form, such as company name, address, telephone number, and the reason; and timely delivery of the form to the hands of after-sales service personnel, the record of people to sign to confirm, such as office clerks, receptionists or salesmen.
2, after-sales service personnel received the information that by phone, fax or to the customer location for face-to-face communication, detailed understanding of the complaint or complaint content, such as the problem of computer name, specifications, date of manufacture, production batch number, when to use, the problem of the performance of the situation in the use of this brand before the use of what brands, how the situation, how the recent use of the situation and so on.
3, analyze the information of these problems, and explain to the customer and explain the work, the provisions of communication and consultation with customers.
4, will handle the situation to the leadership report, the service personnel to put forward their own views on processing, apply for approval of the leadership, to reply to the customer in a timely manner.
5, the customer confirms the processing program, sign the processing agreement.
6, the agreement will be fed back to the relevant departments of the enterprise for implementation, such as the need to compensate for the oil, notify the warehouse management shipments, such as the need to send small gifts, notify the market management personnel to send out, etc..
7, tracking the implementation of the results until the customer response is satisfactory.
Third, the method of handling customer complaints and grievances:
1, confirm the problem
Carefully and patiently listen to the complainant, and listen to the record, in the process of the other side of the statement to determine the cause of the problem, to seize the key factors.
Try to understand the whole process of the complaint or grievance, and if you can't hear it clearly, use a tactful tone of voice to make detailed inquiries, and be careful not to use offensive language, such as "please tell me more" or "please wait, I'm not sure..."
This is the first time that we've heard of a complaint or grievance, and it's not the first time that we've heard of a complaint or grievance. ..."
Repeat the problem to the customer as you understand it, and let the customer confirm it. After understanding the problem, ask for the customer's opinion, such as how they think it is appropriate to deal with, what are your requirements and so on.
2, analyze the problem
In the absence of their own grasp of the situation, the scene do not jump to conclusions, to make judgments, and do not make light commitments.
It is best to consult the problem with peer service personnel, or report to the business leadership, *** with analyzing the problem.
The severity of the problem, to what extent
You have the problem to what extent is it necessary to go to other places for further understanding, such as listening to the agent's statement, whether it should go to the specific user, such as car repair store there to understand.
If the customer's problem is unreasonable, or not based on facts, how to make the customer realize this
In addition to financial compensation, the complainant has any other requirements when solving the problem. For example, some agents will put forward promotions, the opening of a branch to help the other requirements.
3, mutual consultation
In consultation with peer service personnel or with the company's leadership, to get a clear opinion, by the service personnel in the field is responsible for negotiation with the customer negotiation, negotiation, to consider the following issues before.
Assisted with the conclusion, the next step is to make the appropriate disposition, the conclusion of the report to the leadership of the company and the leadership agreed to clear and direct notification of the customer, and in the future work to track the implementation of the results of the treatment program involves
and other departments within the company, the relevant information to reach the implementation of the department, such as the customer should be allowed to compensate for the oil, to notify the warehouse and shipment of oil, and the customer should be allowed to pay for the oil.
In the case that the customer requires special packaging of oil or other identification mark,
The corresponding production department should be notified of the implementation of these programs by the relevant departments, the after-sales service will be sure to supervise and track until the customer reflects the satisfaction.
Fourth, the method of handling customer complaints and complaints of the seven points:
1, a little more patience
In the actual handling, to patiently listen to customer complaints, do not easily interrupt the customer's account, but also do not criticize the customer's shortcomings, but to encourage the customer to talk to go down to let them vent their dissatisfaction, when patiently listening to the customer's complaints and complaints when they get venting satisfaction after the customer's complaints. After they get the satisfaction of venting, they will be able to listen more naturally to the service personnel to explain and apologize.
2, attitude better
Customer
Customer complaints or complaints is to show that customers are not satisfied with the products and services of the enterprise, from the psychological point of view, they will feel that the enterprise treats him poorly, therefore, if the attitude is not friendly in the process of dealing with them will make them feel and
emotions are very poor, and deterioration of the relationship with the customer on the other hand, if the service staff sincere attitude, courteous and warm, will be able to listen to service personnel explain and apologize. attitude is sincere, polite and enthusiastic, will reduce the customer's resistance to the integration of emotions. As the saying goes: "angry people do not hit the smiling face of the people", the attitude of modesty and friendliness, will prompt the customer to calm the heart
mood, rational and service personnel to negotiate a solution to the problem.
3, action faster
The action of handling complaints and complaints fast, one can let the customer feel respect, two
that the enterprise to solve the problem of the sincerity of the three to prevent the customer in time to prevent the negative pollution of the enterprise to cause greater harm, four can be the loss of sincerity to the least, such as parking fees, downtime costs, etc., generally received customer complaints or complaints
information, that is, to the customer's complaint or complaint
, the customer's complaint or complaint
information.
Information, that is, to the customer phone or fax and other ways to understand the specifics, and then in the enterprise internal consultation to deal with the program, it is best to give customers the same day to answer.
4, a little decent language
The customer
The customer
dissatisfaction with the enterprise, in venting dissatisfaction with the verbal statement may be too much, if the service personnel with the tit-for-tat, is bound to deteriorate the relationship between each other in the process of explaining the problem, the wording is also very attentive to the reasonable,
decent and generous, do not open their mouths and said "How do you use will not be" "you do not know the most basic skills" and so on the language of hurt people's self-esteem, try to use polite language to communicate with customers, even if the customer exists in an unreasonable place
Party, do not be too impulsive, or else, it will only make customers Disappointment and quickly leave.
5, compensation a little more
Customers complained or complained, to a large extent, because they
use the enterprise's products, they are damaged, therefore, the customer holds or complaints, often hope to get compensation, this compensation may be material such as replacement of the product, the return of the product, or a gift of oil to use, and so on, but also may be
spiritual, such as Apology, etc., in compensation, the company believes that there are invoices for compensation in order to locate the customer, should try to compensate a little more, sometimes material and spiritual compensation at the same time, a little more compensation (of course, this point
have to be in accordance with the provisions of the company), the customer to get additional gains, they will understand the sincerity of the enterprise and the enterprise to re-establish the confidence of the company.
6, a little higher level
Customers put forward
complaints and complaints after the hope that their own and the problem to be taken seriously, and often deal with these issues the level of personnel will affect the customer's expectations of solving the problem of the mood. If the high-level leaders can personally go to the customer to deal with or personally give
telephone condolences, will dissolve many customers' grievances and dissatisfaction, easier to cooperate with the service staff to deal with the problem. Therefore, when dealing with complaints and grievances, if conditions permit, should be as high as possible to deal with the problem of the level of service personnel,
such as the leadership of the enterprise to come forward (or service personnel serving as a department head) or to hire well-known people to assist.
7, more ways
Many companies deal with customer complaints and complaints as a result, is to give them condolences, apologies or compensation for oil, gifts, etc., in fact, there are many ways to solve the problem, in addition to the means described above, customers can be invited to visit the success of the operation or the absence of this issue of the customer, or invite them to participate in the internal seminars, or to give them incentives and so on.
V: six steps to calm customer dissatisfaction
1, let the customer vent.
You know, the customer's anger is like an inflated balloon, when you give the customer to vent, he has no anger. After all, the customer's intention is to express his feelings and get his problems solved.
The best thing you can do when a customer is venting is to keep your mouth shut and listen carefully. Of course, don't let the customer feel that you are perfunctory. To keep the emotional connection. Listen carefully to the words of the customer, the customer encountered problems to judge clearly.
2. Apologize fully and let the customer know that you have understood his problem.
Apologize does not mean you did something wrong. The customer's right or wrong does not matter, the important thing is how we should solve the problem without letting him spread. We do not want to spend a lot of time like some companies to figure out who is right and who is wrong, this is not good for themselves or others. When the constant rise of the computer is not for a small right or wrong issue, lost the mainland market
Article III: customer service consulting positions of the job responsibilities
First, to comply with the rules and regulations of the hospital;
Second, effective listening skills;
Third, to raise sensible questions to ask the clinic;
Fourth, to show a positive, optimistic attitude, to establish a healthy mindset of medical staff;
Third, to raise wise questions to ask the clinic;
Fourth, show positive, optimistic attitude, to establish a healthy mindset of medical staff. Healthy mindset of medical staff;
v. Effective control and scheduling of patient appointments;
vi. Knowledge of various specialties and telephone consultation skills;
vii. Establish and maintain a friendly relationship and trust with customers;
viii, understandable language that conveys the character of the department or hospital brand image you are trying to create.
9.