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）：
Customer service staff training plan 1
(I) continue to strengthen customer service level and service quality, and the satisfaction rate of the owner reaches 85%.
(ii) further increase the level of property fees and ensure that the rate of collection is about 80%.
(3) strengthen the training work of the department and ensure that the customer service staff's business level has improved significantly.
(4) improve customer service system and process, and implement institutionalized management.
(5) work closely with all departments, timely and properly handle the owners' disputes and opinions and recommendations.
(6) to strengthen the management of cleaning and cleaning, to ensure the inspection and assessment, and to constantly improve the quality of service.
Looking back 11 years, the work is full of hardships and frustrations, but has harvested growth and achievements, and looking forward to next year, we are welcomed by opportunities and challenges. To this end, the staff of the customer service department will continue to unite and work together to achieve the departmental goals in next year's work, contributing to the development of the company.
1. Take the team's internal construction and work discipline.
2. Summary of regular thoughts and exchanges.
3. Set up manager mailbox, understand the staff recommendation, and better serve the owner.
4. Improve the management system, and draw up operational standards according to the working standard.
5. Personnel recruitment and training.
6. The acceptance data and field study of buildings.
7. Preparation and implementation of the delivery work.
8. The management of the vacant units and the sales of the agency.
9. Improve the owner's file.
10. Collection and payment of fees.
11. Deal with the owner's complaint and follow-up work, and establish a return visit system.
12. Organize learning and training to improve the staff's working level and service quality.
13. Visit regularly, solicit opinions from the owners, and continuously improve service quality.
14. Organizing community cultural activities and owners' fellowship activities.
15. Responsible for checking in and checking rooms, rooms and renovations.
16. Sign property service contract, decoration agreement and other instruments.
17. Other paid services shall be carried out according to the requirements of the owner.
18. Supervise and inspect the service quality of each department and rectify the unqualified service in time.
19. Regular service quality assessment will be held regularly to improve service quality.
20. Other work assigned by the leader
Customer service staff training plan 2
1. Get up early (1 hour)
Stick to getting up at 8am every day and going online at 9:00 on time. The old saying is that it is morning. The early bird catches the worm. In the morning, you must prepare a nutritious and delicious breakfast for yourself. The body is the money of the revolution, and don't harm your body for the sake of taobao night and day.
After eating, you can continue to do ten minutes of exercise, which is a lasting battle for taobao. Because the online shop customer service has to be equal to the work each day, can't say that the morning business is not good enough to be able to get up later, so long time will develop a habit of sleeping. After that, you don't want to get up. What is the most lack of taobao, what is most needed, do you understand? Time.
2. Organize and check the store (1 hour)
Every day spent at least half an hour's time to check the online store of the self, see more, see more, look at the store what is insufficient, what need to modify the use a window is full. Not full will push it full, isn't it remains to be on the baby, put it on, if there is any missed did not take the delivery order and no payment of the buyer, the initiative to destroy a torture by somebody else. There are also waiting evaluation, the evaluation of the attention, these jobs seem very small, when you are busy, you will reduce the burden to you, and then will not be busy
The online shop customer service plan 3, browse more, see more, more appearance (1 hour)
Every day spent at least one and a half to see taobao community, learning how to learn, exchange their ideas, attentively reply tao friend posts, learn the somebody else essence placard is how to write, refer to, what is there inside the community activities must immediately sign up for that sentiment is always you store the main force in the hot, this man, as long as a famous, that is not the same! You'll find all the good things. Ha ha!
4. Original posts (2 1/2 hours)
It's best to stick to at least one original post every day. Don't be too much, but you must be good. Your post quality is not good, it is not your fault and after all the elite post is limited, this time did not choose you, as long as you have the heart, insist on writing, next time must be your turn! The flow of the essence is tens of thousands of, one but your post to add essence, your shop wants to be popular a few days, long term this, the next millionaire is you
5. Learning from peers (1 hour)
How do you look at the shops of your peers and see how they do it, compare the stores of your own, make up your own, and find out the corresponding adjustments made in the place where the shop is not sufficient
Online shop customer service plan 6, actively seek customers (2 1/2 hours)
This is the principle of the wide spread network mentioned in the last post. The customer is not waiting for the door, want advocate to seek, and want to have to the sex to look for, this point in front have detailed account, no longer repeat. Taobao is also a must-visit place, where there are a lot of people to buy things, if there is a purchase of your business related products you know what to do!
Online shop customer service plan 7, advertising time (2 hours)
Do bigger and stronger to taobao, taobao alone is not enough, must walk the mountains, on the outside looking for more clients, to each big BBS, search engine baidu Google to publicize, let your advertising blossoming, time grew to effect is quite obvious, and this is a once in a lifetime, this will lay a solid foundation for future business for you!
Online shop customer service plan 8, gang, group (1 hour)
So many gangs, groups, and sometimes the ego seems to be giddiness, no matter how bad it is, your gang is more. The range of activities has also widened. Publicity is more natural.
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