Do customer service work, make a good work plan in the new year, and guide your work for one year. The following is the "22 after-sales customer service personal work plan model" compiled by me for everyone, for reference only, and you are welcome to read it. Model essay on personal work plan for after-sales customer service in 22 (1)

Last year's work was mainly about customer service and b2b promotion. As far as the customer service position I am mainly responsible for, my work has made progress this year, but my work needs to be further improved and improved next year. Next year, we plan to start from the following aspects;

1. Improve the customer conversion rate

1. Improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing inclination and purchasing ability, filter out customers who are insincere and have no potential purchasing ability, and keep potential customer information for sales.

2. Cooperate with sales. When paying a return visit to customers, for customers who are interested but have not made contact with sales, the customer information will be transmitted to the sales manager again with the return visit information, so as to give timely feedback and remind sales contact.

second, comprehensively answer customers' questions

customers will communicate with xx people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about through my own study and communication with relevant sales colleagues, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I don't think I know the market situation under the product line and can't deal with the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to connect with the corresponding product manager and give me some support at work.

Third, focus on improving your own online marketing ability

First of all, you need to start by receiving online customers. When the marketing department and back office colleagues have no time to receive the target customers, the network department can receive the target customers and help them explain the products. Especially when customers from the network come to the company to see the equipment, strive for the network department to receive the target customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market conditions of the products, such as photon rejuvenation instrument, Q-switched, led photodynamic, co2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 38 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.

fourth, avoid the obstacle of checking the information of the order

when receiving the consultation of the target customer, record the company name and installation place of the customer. Among all clients consulted this year, 993 clients' company names are fully recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate the billing.

This year's work is drawing to a close, and next year's work will be carried out in an orderly manner, with a better attitude to work, and strive to become a professional network personnel. Model essay on personal work plan for after-sales customer service in 22 (II) < P > I. Guiding ideology

1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product monitoring and customer relationship maintenance. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of excellent service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.

2. Around the company's goal of producing and selling xx million units a year in 2xx, we need good service support, build a young, knowledgeable and professional team full of hardships and vitality, and need an effective management system and assessment system to manage this team. We should give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, give timely feedback on external quality information and make more reasonable suggestions, and create a good "window".

Second, the overall work idea of the department

According to the requirements of work objectives and the principles of standardization, quantification and assessment:

1. Extend the service function to achieve all-round services of pre-sale, sale, after-sale and information feedback.

2. shorten the service process, avoid multi-head service, and realize the one-stop service of "incoming call can be connected as soon as it is dialed, and the service will be completed as soon as it is connected".

3. Strengthen team building, improve the overall quality of service personnel and improve the service image in an all-round way.

4. according to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.

5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen users' confidence in buying again.

6. It is necessary for after-sales work to conscientiously implement the company's policy. The previous achievements should be maintained, and the contradictions found in the operation of the service system should be based on the company's objectives.

7. Quality construction of service system, resolutely implement service-related management system, establish detailed indicators for the work of internal and external service personnel, supplement monthly work summary, service process records, etc. in addition to the existing assessment content, and implement internal training.

III. Work Objectives

1. During the warranty period, the customer return visit rate is 1%.

2. The service satisfaction rate is over 98%.

3. The shipping accuracy of parts is over 98%.

IV. Personnel requirements

1. Perfection of staffing; With the development of customer service, the staffing of the department needs to be improved.

2. Improve customer service internal processes, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center staff code; Customer service job responsibilities; Return visit system; Formulation and implementation of customer complaint/complaint system.

V. Customer information management

1. Customer information management: Customer information requires that the complete information of each customer be registered in detail by region, and daily maintenance work should be done, and good communication should be maintained with the sales department. If there are any changes to the customer's address, telephone number and person in charge, it should be changed in time; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.

2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.

3. product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.

4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, and do a good job of data monitoring for important parts such as motor, controller, rear axle, differential, frame, front shock absorber, rim welding, etc., and timely classify, sort out and analyze abnormal information and report it to quality inspection department to prevent batch accidents.

VI. Strengthen customer training and monitoring

1. Tour service personnel will evaluate the after-sales ability of newly developed dealers with low maintenance skills in their responsible areas, provide technical guidance on site or organize regular training in the company to improve maintenance skills and enhance product professional knowledge; Communicate with customers in time and explain in detail the company's new products and technologies.

2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.

3. Strengthen the supervision and inspection of customer's after-sales service. Correct and guide those who do not conform to the company's regulations, and report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the Dealer's Contract.

VII. Complaint management

Customer complaints arising in the service process should be reported to the superior leaders in time, and the actual situation should be recorded in detail. And arrange it in time and hand it over to the superior leader for processing; And strictly follow the customer complaint handling process. Should and assist all departments to handle complaints well, and when the incident is handled, sort out the complaint form and various handling documents for filing.

VIII. Customer service personnel training

With the continuous application of new technologies, the shortening of product renewal cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved accordingly, which puts forward higher requirements for training. To this end, the following work plans are made:

1. Increase the frequency of training work, which is divided into regular and irregular training assessments;

2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of basic product knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, routine troubleshooting ability and communication skills to improve the overall combat effectiveness of employees.

IX. Team building

Adhere to the principles of fairness, justice and openness, and insist that only team interests can ensure personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training in professional ethics, service concept and sense of ownership; Shaping the working attitude of employees' service, paying attention to the excavation of details, and prompting employees to actively improve their own quality

X. Perfecting weaknesses

1. Daily weekly report, sharing information * * *

Send the results of return visits and customer feedback to relevant departments in written form every week, so as to keep abreast of customer trends. Make use of the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of the rectification measures.

2. All departments cooperate in various ways to reduce customer complaints

When receiving customer complaints, or when customers are dissatisfied during the company's internal return visit, the customer service department will notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm the customer satisfaction. Model essay on personal work plan for after-sales customer service in 22 (III) < P > I. Overall after-sales goal < P > "Optimize management and develop steadily."

in 2xx, our achievements are obvious to all. Despite the coldness of xx's licensing policy, our after-sales performance still maintains a strong momentum. I believe that service is how to solve problems for customers in the most suitable way, so as to repay the activities. "If you want to do a good job, you must sharpen your tools first." In order to better face customer problems, we are required to proceed from reality and propose solutions to the problems, which will ultimately serve the management and management of the company. It is suggested that the work in the new year can start from the following aspects:

(1) Improve the after-sales team building. With a solid team, we can better face all kinds of problems brought by customers that need to be dealt with, clarify the responsibilities of various departments, eliminate the vague concept of management responsibilities, clearly divide the responsibilities of various departments and positions, and serve the whole.

(2) strengthen the daily management of after-sales service process. Service process is an important content of after-sales service, which is related to our business level, customer satisfaction and the external professionalism of 4S stores. On the whole, we should strictly implement the process, regard following the process as a behavior habit, set high standards, and change the after-sales service mode with behavior, and strive to change a new look. For workshop maintenance, besides technology, we should pay attention to communication with the front desk staff, especially pay attention to the communication of main problems in three stages: before maintenance, during maintenance and after maintenance completion, so as to concretize the problems and clarify the faults.

(3) Strengthen the training of business personnel and improve their technical level. The front desk should continue to strengthen the training of car pick-up process, but also strengthen the skills of car pick-up, especially for the solution and analysis of difficult problems. In order to serve the front desk, we can send personnel from accessories or workshops from time to time to exchange information or give knowledge lectures for

front desk personnel, aiming at common problems and breaking through them, and on the one hand, we can practice the business ability of employees, so as to promote internal cooperation and communication and make our internal communication smoother. For workshop technicians, through training and daily collective study, it is related to the overall external technical image of our 4S shop, the continuous improvement and renewal of automobile technology, and the spirit of keeping pace with the times if you don't advance against the current.

(4) focus on the supervision and management of workshop details. A good team can't do without effective supervision and management, especially to supervise the work links of the front desk and the maintenance workshop, ensure and realize the "6s" work requirements of the service station, pay attention to the possible situations in the coordination work, such as picking maintenance orders, insufficient cleaning of the car wash, uncooperative staff, etc., severely punish clearly, dare to reward and punish, and maintain service order and management norms. Pay attention to the principles of fairness, justice and openness in team building, adhere to the maximization of team interests, protect the maximization of individual interests, implement the system of combining assessment and encouragement, strive to create a strong working atmosphere, and enhance the cohesiveness and overall combat effectiveness of the department.

(5) promoting cooperation with the group or other company departments. With a more open mind and profit as the purpose, we will serve the overall situation and strive for cooperation among group companies, especially in terms of customer claims and spare parts, sharing resources with other brother companies to promote healthy competition. In addition, we will strengthen foreign exchanges, expand the promotion of insurance performance, open up the market, and rationally use waste to serve the overall combat effectiveness of the company.

second, after-sales business development goals

1. Personnel allocation.

2. output value plan

(1) business indicators.

1. realize the total after-sales turnover of 6 million. Among them, insurance claims are not less than 2.2 million, workshop maintenance and claims are not less than 3.8 million

2. Customer satisfaction CSI is at least 93% in the whole year.

3. The number of customers is 1,5.

4. Pick up cars 2 times a day and 65 cars a month. The average bicycle output value of maintenance is 8 yuan/set, and the average bicycle output value of insurance is 1,8 yuan/set.

5. The repair rate of vehicles is less than 2%.

6. Conduct the popular automobile lecture hall at least four times.

7. The pass rate of warranty claims shall not be less than 95%.

8. Study lectures on targeted professional and technical issues shall not be less than twice.

9. The annual purchase of pure parts is not less than 8,, and the basic inventory meets the standard requirements. Accessories marketing index reached 1,.

1. The sales of high-quality goods reached more than 3,, and the inventory of basic high-quality goods and accessories reached more than 1,.

(2) management indicators.

1) mainly to strengthen the training work of various departments. In addition to the training work carried out by each department,

basic internal training work can be provided across departments, which is conducive to communication and cooperation between departments. For example, parts or workshops can exchange common technical problems in parts or automobile maintenance with the front desk staff, or exchange various problems arising in the work, among which the front desk car pick-up staff will be trained in business skills for not less than four times. Professional and technical basic knowledge training is not less than 2 times, workshop maintenance technical training is not less than 6 times throughout the year, and the discussion on difficult technical problems is learned.