Center Customer Service Work Plan 1
First, the establishment of customer service center network, the establishment of customer information electronic do
Center Customer Service Work Plan 1
First, the establishment of customer service center network, the establishment of customer information electronic documents.
Second, departments and developers issue customer information questionnaires and establish vip health records after screening.
Three. Vip customer member
1, vip card drilling customer:
The annual payment is 20 1x yuan for high-end customers and 38,000 yuan for customers.
2.vip gold card customers:
Annual score 18000 points.
3.vip ordinary card customers:
The annual collection is divided into 3000 points.
The customer service department of the hospital will adjust the customer category according to the accumulated effective consumption of vip customers.
IV. vip Diamond Card Gold Card Customer Fixed Service
1, drive a health service car to pick up and drop off hospitalized vip customers.
2. Gold card:
Vip Channel Service of Diamond Card All vip customers can show their VIP cards directly at the VIP channel sign facing the Gold Diamond Card at the counter. After explaining their purpose, the customer service staff will assist in all formalities, so that customers can feel at home and enjoy the distinguished feeling.
3, free of experts and ordinary registration fees.
4. Warm service:
Vip customers will receive a greeting call from the bed care doctor three days after discharge, and send holiday wishes or telephone wishes through SMS every major festival, so that vip customers can always feel the attention and concern of the hospital, thus enhancing their sense of identity and satisfaction with the hospital.
5, information express:
Send the latest hospital medical services, the latest medical information and preventive health care knowledge to customers in time.
6. Physical examination:
Health consultation and birthday wishes:
Vip customers can enjoy the annual physical examination, call the hospital service hotline for health consultation at any time, and get birthday gifts that are changed irregularly by the hospital on the corresponding birthday.
7.vip salon service hospital holds a VIP salon association every year according to the overall needs of high-end customers. Friendship Association can choose different themes according to the characteristics of customers, such as new medical service promotion meeting, reception, sports meeting, travel, movie viewing and concert, which embodies the concept of creating value for customers.
8. One-on-one service for exclusive customer service representatives In order to make the VIP who drilled the card feel the special attention of the hospital, we will establish health records for them and their families, formulate personalized diet and exercise plans, implement exclusive family health care doctors, and visit them once every two weeks to provide them with medical services such as health care and medical consultation. note:
High-end customers charge a membership fee of 2000 yuan per year.
Verb (abbreviation of verb) VIP card terms of service
The validity period of vip is consistent with the customer's annual points and annual membership fees, that is, as long as the customer's annual points are valid or the expected annual membership fees are valid, they can continue to enjoy VIP services. If the points are invalid or the annual membership fee is terminated, the VIP service will be terminated accordingly.
Distribution method of intransitive verb drilling card
The hospital organizes exclusive service representatives of drilling cards to visit customers and present drilling cards, and the exclusive service representatives strictly register relevant information.
Seven. Vip customer service details
1, vip customer data collection and archiving
1 List the clients who need follow-up service three days after discharge, and urge the bed nurse to carry out telephone greeting service.
Every two working days, you can query vip customers in the vip customer query system and check the collected data again. After determining the level, mark the ordinary card category of diamond card gold card in vip customer file. And make the corresponding follow-up service induction and division.
3. Create a data file for each vip customer and number it. Data cards are filed in the order of card numbers, and the corresponding filing list is established.
Before 30th of each month, count vip customers who will celebrate their birthdays next month, and make scientific and orderly statistics and filing. And make corresponding updates and adjustments at any time.
5. Keep the electronic information of vip customers. According to vip customer category, vip customer birthday order, vip customer serial number and other types, the electronic document list of vip customers is established for easy query.
Vip customer service project implementation
The validity period of 1.vip service is the same as that of the VIP card of the customer.
2. List the birthday information of vip customers every time, and vip customers call or send messages to wish them a happy birthday.
3. Send newspapers and periodicals to all vip customers twice a year;
? Customer service news, health news.
4. The time for the customer to enjoy the annual physical examination is decided by the customer, but the customer needs to inform the relevant personnel of the hospital customer service department three days in advance, and the staff will review the latest status of the customer at that time and feed back the customer's situation to the corresponding pre-insurance department in time so as to prepare for the connection.
5, open a service hotline, health consultation at any time.
Center customer service work plan 2
Starting from unity, Vientiane will be renewed. The new year is about to begin. According to the present situation of customer service department, the annual work plan of customer service department is formulated.
First, keep learning and training. Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.
(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.
(2) The head of the department strengthens the supervision and management of the players, and inspects the personnel on duty in various subjects irregularly every day, and implements and puts forward criticisms. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.
(3) Develop a training plan and conduct a series of skills training for employees on a regular basis. Time deployment
January:
All customer service staff will be tested, requiring all departments to master and remember the situation of all departments in the hospital and the situation of outpatient experts and doctors.
February:
Strengthen the service concept of the staff of the customer service center, learn to "serve with heart and care with emotion" to achieve exciting service, and raise the service of our hospital to a new level. Learn "communication skills with customers" to strengthen the communication ability between employees and patients.
March and April:
Strengthen marketing management for the members of the department team and strive for a lecture on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.
May and June:
Etiquette training and etiquette test will be given to the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.
Second, under the leadership of the hospital, do a good job assigned by the superior to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.
(1) Do a good job in customer return visits, understand customer needs, constantly improve our work, and do every detail to meet and satisfy customer needs and growth. Please strengthen the communication between the planning department and the consultation center.
(2) Do a good job in the coordination of outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.
(3) Do a good job in communication with inpatients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive to do better hospital services.
(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps: standing at attention, resting, stopping rotation, standing across, squatting and saluting. Please ask the hospital security department for training.
Suggestion:
1. The hospital conducts 5s management training for all staff.
2, can carry out outdoor development training, strengthen the comprehensive quality of employees.
2008 is coming to an end, and we will meet it with confidence. The new year means new opportunities and challenges. Today's flowers are better than in the past, and it is expected that tomorrow's flowers will be redder. Our department firmly believes that under the wise decision-making and operation of hospital leaders, the hospital's tomorrow will be better.
Center Customer Service Work Plan 3
I. Work objectives:
1, to have a good performance, we must strengthen the study of product knowledge and Taobao customer service, broaden our horizons, enrich our knowledge, and combine product knowledge with Taobao customer service skills in a variety of forms.
2. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.
3. Be very familiar with our baby, so as to communicate with customers well and answer their questions.
4. Be diligent and careful, and get into the habit of taking notes.
5. Be clear about all aspects of online store operation and management (baby editing, removal, picture beautification, store decoration, logistics, etc.). ).
6, for old customers, as well as regular customers, protect contact at any time, when time and conditions permit, festivals can send blessings.
7. While having old customers, we should constantly develop new customers through various channels.
Second, the self-goal:
1. Be a person ahead of time, be practical, be responsible for your work and make a little progress every day.
2. Only when you have good communication with colleagues, have a sense of teamwork, communicate more and discuss more, can you continuously increase your business skills.
3, execution, enhance the ability to complete the task with good quality and quantity.
4. Develop a good habit of being diligent in study and good at thinking.
5. self-confidence is also very important. Only by having a healthy, optimistic and positive work attitude can we complete the task better.
Third, the principle of target adjustment:
Adhere to the general direction and change the small direction appropriately.
Finally, the plan is good, but more importantly, it lies in its concrete practice and results. Any goal, just saying no, will fail. However, the reality is unknown and changeable, and the written target plan may encounter problems at any time, which requires a clear head. In fact, there is a mountain peak in everyone's heart, carved with ideals, beliefs, pursuits and ambitions; There is a forest in everyone's heart, bearing the harvest, fragrance, frustration and tempering.
If a person wants to succeed, he must show courage, work hard, struggle and struggle. Success, don't believe in tears; Success, not believing in decadence; Success doesn't believe in fantasy. In the future, you have to work hard on your own!
Center Customer Service Work Plan 4
Modern enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. As a newly established working group in the call center, the customer service department of 800 call center has made a series of achievements and found a series of problems with the support and help of everyone. In order to better carry out the next stage of work and successfully overcome the sales fault after the year, the following scheme is formulated according to the relevant regulations of the department:
First, clear the guiding ideology.
With the aim of improving service quality and customer satisfaction as the standard.
As the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition, with more stable customers and more development potential in the market. Therefore, it is necessary to establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.
Second, set goals.
Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.
The first is the short-term goal:
Consolidate and maintain existing customer relationships.
Two. Discover new customers (potential customers and potential demands).
Goal one can be achieved in the following ways:
1. Communicate with old customers by phone and letter, collect feedback information from customers, and get to know the latest tourism trends of customers.
2. Select customer groups regularly, and conduct targeted home visits and promotions.
Goal two can be achieved in the following ways:
1. Record the customer's basic information and consultation content when accepting the customer's phone call, list it as our potential customer, and develop it into an existing customer in due course.
2. When receiving visiting customers, record their basic information and tourism trends in detail to provide new customers.
Chapter 5 Work Plan for Customer Service of the Center
I. Personal work this year
With the support and promotion of company leaders, I was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. I am very grateful to General Manager Liu for his strong support and affirmation of my work, and let me enter the working state as soon as possible.
20xx from March to April, the main work focused on the replacement of the previous customer contract and the explanation and confirmation of the customer after the first apartment change.
May-June-July, 20xx was mainly responsible for determining the store area price and developing the store sales.
20xx from August to September, the main work focus is the replacement of the second phase contract and the sales of affiliated shops.
20xx 10 did some preparatory work before handing over the house and found out the internal works of the house.
20xx11-65438+February is mainly about the delivery of the first phase customers.
The above is part of the phased work I have participated in. In addition to the above work, I am mainly responsible for daily work:
1. In the sales process, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by General Manager Shi and Minister Zhao of the engineering department. Thank you here.
2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed.
3. Complete some work temporarily arranged by General Manager Liu.
Second, problems at work.
Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:
1, the work is generally not detailed enough.
Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work to future work and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. We must pay attention to every detail in the future.
2. Don't look for a job.
What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.
3. The work is not rigorous enough.
Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
Center Customer Service Work Plan 6
(A) shaping the "service image". Strictly implement the company's rules and regulations and use civilized language when communicating with customers; Honesty-based, not easily promised to customers, things must be done and done well; Don't ignore the details; Pay strict attention to clothes, appearance, gestures, etc.
(2) Change the service concept from "I want to serve" to "I want to serve". Seriously study the company's various system processes and business processes related to quality, so as to respond to various quality problems raised by customers at any time. With the attitude of "learn more, communicate more and take the initiative to attack", we go deep into the work of accepting quality complaints, communicating with customers and handling customer complaints immediately, and at the same time provide customers with three guarantees of quality (repair, replacement and return).
(3) Enhance the sense of responsibility, service and team. Take the initiative to carry out the work to the point and reduce service efficiency. When receiving customer quality complaints, we should deal with them immediately, reduce customer complaints caused by our quality problems, minimize unnecessary losses and bring greater benefits to customers and the company. At the same time, we must close customer quality complaints within three days. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperate with colleagues, report to leaders, better complete your job, and at the same time enhance teamwork ability and better serve customers.
(4) Every time you receive a customer complaint, you should immediately report it to the relevant production department (responsible department) in accordance with the Regulations on Handling Customer Quality Complaints, and fill in the Report on Handling Customer Complaints at the same time, and formulate corrective and preventive measures for quality complaints. Make statistical analysis of customer complaints every week in order to better count quality problems. At the end of each month, customer complaints will be reported to the superior leaders in the form of monthly reports and sent to relevant departments.
Center Customer Service Work Plan 7
First, keep a service attitude and smile.
Attitude is very important for the receptionist's job. If we make a small mistake in attitude, it is likely to have a great impact on the hotel, which is something we should take very seriously. Therefore, in the next stage, we must first maintain our service attitude, constantly test our attitude at ordinary times, always reflect on ourselves and sum up ourselves. At work, always smile, giving people a good feeling. Adjust your mentality and take every step.
Second, pay close attention to service etiquette and establish an image.
Working at the front desk, we need to pay attention to etiquette. The front desk also represents the image of the whole hotel, and my every move symbolizes the taste and grade of the hotel. Our front desk staff know this very well, so I will pay more attention to my service etiquette in the next period of time, and also set up a better front desk image for myself and lay a good foundation for the image of the hotel.
Third, persist in correcting shortcomings and establish self-confidence.
In my usual work, there are some shortcomings, for example, I am still immature in communication. Sometimes when dealing with problems, thinking is not perfect, things are relatively simple, and there is no very complete thinking mechanism. This is what I lack, and it is also a stage that I will try to correct in the next period of time. In fact, the image of the front desk is mostly external, but many of them are also based on personal temperament. Only by building up your self-confidence, your personal charm will be more abundant, and you can give more people a comfortable and beautiful feeling.