客服人员工作培训计划8正式版.docx

客服人员工作培训计划8正式版.docx

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客服人员工作培训计划8正式版

客服人员工作培训计划8正式版

Makingacomprehensiveplanfromthetargetrequirementsandcontent,andcarryingoutactivitiestocompleteacertainitem,aretheguaranteeofsmoothimplementation.

客服人员工作培训计划8正式版

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此计划资料适用于对某个事项从目标要求、工作内容、方式方法及工作步骤等做出全面、具体而又明确安排的计划类文书，目的为完成某事项而进行的活动而制定，是能否顺利和成功实施的重要保障和依据。

文档可以直接使用，也可根据实际需要修订后使用。

　　规划工作计划目标

　　在大客服意识指导下来看客服部的工作，可以将我们的主要工作目标分为两个阶段：

短期目标和长期目标。

　　首先是短期目标：

　　1，巩固并维护现有客户关系，发现新客户（潜在客户、潜在需求）。

完成目标I可以通过以下途径：

　　1，定期选择客户群，进行有针对性的上门回访及促销。

　　2，通过电话和信函与老客户沟通，收集客户的反馈信息及了解客户最新的出游动向。

　　完成目标II可以通过以下途径：

　　1，在接待来访客户时详细记录来访客户的基本资料及出游动向，提供新客户来源。

　　2，在受理客户来电咨询时记录下客户的基本资料和咨询内容，列为我们的潜在客户，在适当的时机将其发展为既有客户。

要完成以上工作肯定要有必备的条件，目前阶段客服工作应具备的条件包括：

　　1.丰富的专业知识。

要服务好客户，必须精通业务知识，只有业务熟练的客服人员才能给客户以良好的第一印象，才能让客户放心。

　　2.完备的客户资料。

拥有了完备的客户资料可以让我们更清楚应该为谁服务。

　　3.对客服工作清醒的认识及饱满的热情。

　　而长期目标则涉及到对客服职能的定位：

　　客服部门是春秋的服务窗口，是直接接触客户的部门，但是客服部门又不等同于普通的门店或800咨询热线。

客服部门承担着为客户服务的直接任务，服务的标准是什么?

谁来制定?

如何评估?

（因为服务工作的不可量化性，因此客服工作的评估很难借助第三方实现）责任同样落到了客服部门本身。

这就对客服部门提出了一个更高的要求，即：

既要制定服务标准、规范、流程以及信息传递模式（这个标准是有针对性的，具体的，可量化评估的）同时又肩负着监督检查，考核落实，评估改进的责任。

　　延伸阅读（英语版）：

　　Customerservicestafftrainingplan1

　　（I）continuetostrengthencustomerservicelevelandservicequality,andthesatisfactionrateoftheownerreaches85%.

　　（ii）furtherincreasethelevelofpropertyfeesandensurethattherateofcollectionisabout80%.

　　（3）strengthenthetrainingworkofthedepartmentandensurethatthecustomerservicestaff'sbusinesslevelhasimprovedsignificantly.

　　（4）improvecustomerservicesystemandprocess,andimplementinstitutionalizedmanagement.

　　（5）workcloselywithalldepartments,timelyandproperlyhandletheowners'disputesandopinionsandrecommendations.

　　（6）tostrengthenthemanagementofcleaningandcleaning,toensuretheinspectionandassessment,andtoconstantlyimprovethequalityofservice.

　　Lookingback11years,theworkisfullofhardshipsandfrustrations,buthasharvestedgrowthandachievements,andlookingforwardtonextyear,wearewelcomedbyopportunitiesandchallenges.Tothisend,thestaffofthecustomerservicedepartmentwillcontinuetouniteandworktogethertoachievethedepartmentalgoalsinnextyear'swork,contributingtothedevelopmentofthecompany.

　　1.Taketheteam'sinternalconstructionandworkdiscipline.

　　2.Summaryofregularthoughtsandexchanges.

　　3.Setupmanagermailbox,understandthestaffrecommendation,andbetterservetheowner.

　　4.Improvethemanagementsystem,anddrawupoperationalstandardsaccordingtotheworkingstandard.

　　5.Personnelrecruitmentandtraining.

　　6.Theacceptancedataandfieldstudyofbuildings.

　　7.Preparationandimplementationofthedeliverywork.

　　8.Themanagementofthevacantunitsandthesalesoftheagency.

　　9.Improvetheowner'sfile.

　　10.Collectionandpaymentoffees.

　　11.Dealwiththeowner'scomplaintandfollow-upwork,andestablishareturnvisitsystem.

　　12.Organizelearningandtrainingtoimprovethestaff'sworkinglevelandservicequality.

　　13.Visitregularly,solicitopinionsfromtheowners,andcontinuouslyimproveservicequality.

　　14.Organizingcommunityculturalactivitiesandowners'fellowshipactivities.

　　15.Responsibleforcheckinginandcheckingrooms,roomsandrenovations.

　　16.Signpropertyservicecontract,decorationagreementandotherinstruments.

　　17.Otherpaidservicesshallbecarriedoutaccordingtotherequirementsoftheowner.

　　18.Superviseandinspecttheservicequalityofeachdepartmentandrectifytheunqualifiedserviceintime.

　　19.Regularservicequalityassessmentwillbeheldregularlytoimproveservicequality.

　　20.Otherworkassignedbytheleader

　　Customerservicestafftrainingplan2

　　1.Getupearly（1hour）

　　Sticktogettingupat8ameverydayandgoingonlineat9:

00ontime.Theoldsayingisthatitismorning.Theearlybirdcatchestheworm.Inthemorning,youmustprepareanutritiousanddeliciousbreakfastforyourself.Thebodyisthemoneyoftherevolution,anddon'tharmyourbodyforthesakeoftaobaonightandday.

　　Aftereating,youcancontinuetodotenminutesofexercise,whichisalastingbattlefortaobao.Becausetheonlineshopcustomerservicehastobeequaltotheworkeachday,can'tsaythatthemorningbusinessisnotgoodenoughtobeabletogetuplater,solongtimewilldevelopahabitofsleeping.Afterthat,youdon'twanttogetup.Whatisthemostlackoftaobao,whatismostneeded,doyouunderstand?

Time.

　　2.Organizeandcheckthestore（1hour）

　　Everydayspentatleasthalfanhour'stimetochecktheonlinestoreoftheself,seemore,seemore,lookatthestorewhatisinsufficient,whatneedtomodifytheuseawindowisfull.Notfullwillpushitfull,isn'titremainstobeonthebaby,putiton,ifthereisanymisseddidnottakethedeliveryorderandnopaymentofthebuyer,theinitiativetodestroyatorturebysomebodyelse.Therearealsowaitingevaluation,theevaluationoftheattention,thesejobsseemverysmall,whenyouarebusy,youwillreducetheburdentoyou,andthenwillnotbebusy

　　Theonlineshopcustomerserviceplan3,browsemore,seemore,moreappearance（1hour）

　　Everydayspentatleastoneandahalftoseetaobaocommunity,learninghowtolearn,exchangetheirideas,attentivelyreplytaofriendposts,learnthesomebodyelseessenceplacardishowtowrite,referto,whatisthereinsidethecommunityactivitiesmustimmediatelysignupforthatsentimentisalwaysyoustorethemainforceinthehot,thisman,aslongasafamous,thatisnotthesame!

You'llfindallthegoodthings.Haha!

　　4.Originalposts（21/2hours）

　　It'sbesttosticktoatleastoneoriginalposteveryday.Don'tbetoomuch,butyoumustbegood.Yourpostqualityisnotgood,itisnotyourfaultandafteralltheelitepostislimited,thistimedidnotchooseyou,aslongasyouhavetheheart,insistonwriting,nexttimemustbeyourturn!

Theflowoftheessenceistensofthousandsof,onebutyourposttoaddessence,yourshopwantstobepopularafewdays,longtermthis,thenextmillionaireisyou

　　5.Learningfrompeers（1hour）

　　Howdoyoulookattheshopsofyourpeersandseehowtheydoit,comparethestoresofyourown,makeupyourown,andfindoutthecorrespondingadjustmentsmadeintheplacewheretheshopisnotsufficient

　　Onlineshopcustomerserviceplan6,activelyseekcustomers（21/2hours）

　　Thisistheprincipleofthewidespreadnetworkmentionedinthelastpost.Thecustomerisnotwaitingforthedoor,wantadvocatetoseek,andwanttohavetothesextolookfor,thispointinfronthavedetailedaccount,nolongerrepeat.Taobaoisalsoamust-visitplace,wheretherearealotofpeopletobuythings,ifthereisapurchaseofyourbusinessrelatedproductsyouknowwhattodo!

　　Onlineshopcustomerserviceplan7,advertisingtime（2hours）

　　Dobiggerandstrongertotaobao,taobaoaloneisnotenough,mustwalkthemountains,ontheoutsidelookingformoreclients,toeachbigBBS,searchenginebaiduGoogletopublicize,letyouradvertisingblossoming,timegrewtoeffectisquiteobvious,andthisisaonceinalifetime,thiswilllayasolidfoundationforfuturebusinessforyou!

　　Onlineshopcustomerserviceplan8,gang,group（1hour）

　　Somanygangs,groups,andsometimestheegoseemstobegiddiness,nomatterhowbaditis,yourgangismore.Therangeofactivitieshasalsowidened.Publicityismorenatural.

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