Telephone customer service is a convenient and quick way for customer service personnel to communicate and maintain with customers by telephone on behalf of the company. 1, the establishment of the company's customer files. \xd\\xd\ Computerized the personal data of VIP card customers distributed by various departments of the company to ensure that the customer's information will not be leaked. Before the 15th of each month, all departments should submit the customer consumption records for computer input, and the summary will be made at the end of the year to facilitate giving corresponding gifts to customers according to their consumption situation. \xd\\xd\ 2. Formulate customer promotion plan and customer feedback policy. \xd\\xd\ At present, VIP card integral activities and gift feedback on the first floor are the main activities. \xd\\xd\ 3. Understand the basic information of customers and relevant data of this enterprise. \xd\\xd\ Grasp the basic information of VIP customers of the company, such as name, surname, contact number, birthday, work unit, etc. Call or bring cards (or other small gifts) made by the company to congratulate the old customers who spend money in our store on their birthdays. Understand the actual situation of the enterprise itself for reference. \xd\\xd\ 4. Customer contact, regular return visit and customer service. \xd\\xd\ maintains the relationship between customers and the company by \xd\ telephone or door-to-door visit, and congratulates the company on behalf of the company by telephone or SMS during the solar term. Every half a month, according to the top three customers \xd\ and important customers who spend money in the department provided by each department, make a telephone appointment to pay a return visit and send it to the company to formulate corresponding gifts. Provide customers with accurate, rapid, cordial and thoughtful services, and do a good job of "asking, answering and sending" three services. \xd\\xd\ 5. Inform customers of the customer promotion plan and customer feedback policy in time. \xd\\xd\ Cooperate with the actual situation of each department to make some promotion plans, and tell and convey them to new and old customers by telephone or SMS. According to the customer's consumption records, tell the guests to give back the corresponding gifts by phone. If the guests are inconvenient, they can give gifts to their homes. \xd\\xd\ 6. Establish customer return visit materials and convey customers' opinions and suggestions. \xd\\xd\ Archive the customer information of \xd\ site return visit, telephone return visit and door-to-door visit (card number, name, surname, contact telephone number, company, return visit place, return visit time, customer opinions and suggestions) and report the customer's opinions and suggestions to \xd\ superior leaders or heads of relevant departments. Especially significant changes need to be made at the weekly meeting of the company. \xd\\xd\ 7. Coordinate customers and handle customer complaints. \xd\ xd \ Establish a "customer-centered service concept" and keep in mind that "users are always right". Our duty is to satisfy customers. In case of guest complaints, the department shall cooperate with the department to handle customer complaints in case of emergency, and record the complaints. Reply the result to the guest as soon as possible. If necessary, give a VIP \xd\ or a fruit tray to solve the problem. If the treatment can't satisfy the customer, report it directly to the general manager, who will give the treatment plan. \ xd \ xd \ 8. Cooperate with the company's external public relations activities. \xd\\xd\ represents the company in some community meetings and other representational meetings, and conveys the contents of the meetings to the general manager and relevant departments. Actively cooperate with the company's external publicity activities. \xd\\xd\ Part II: Responsibilities of customer service personnel \xd\\xd\ I: Requirements for after-sales personnel \xd\\xd\ After-sales service is a job with high comprehensive skills, and the requirements for after-sales service personnel are also quite high, so the following conditions must be met: \ xd \ \ xd. \ xd \ xd \ 2. I have a lot of personal accomplishment, a high level of knowledge, such as bachelor degree or above, familiarity with product knowledge, and knowledge of machinery, devices and equipment used to sell products. \xd\\xd\ 3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what kind of situation is suitable for expression in what language, knowing how to deal with certain relationships, or having rich experience in dealing with them, and having certain personality power, a good first impression can give customers trust. \xd\ \xd\ 4. Flexible mind, good on-site adaptability, able to go to the site and use the on-site conditions to solve problems immediately. \ xd \ xd \ 5. The appearance is neat and generous, the words and deeds are decent, and you have the demeanor of an ambassador of corporate image and a product spokesperson. You don't have to be beautiful, but at least you should be worthy of the audience. Don't be crooked when you appear, and blow your beard and stare at you, which will damage the corporate image. \ xd \ xd \ 6. Good working attitude, enthusiasm, initiative, timely service for customers, regardless of personal gains and losses, and dedication. \xd\\xd\ II. Procedures for handling customers' complaints and complaints: \xd\\xd\ 1. Establish customer complaint forms (or complaint registration forms) and other forms. \xd\\xd\ receives complaints or complaints from customers, and records them on the form, such as company name, address, telephone number and reasons; Pass the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman. \xd\\xd\ 2. After receiving the information, the after-sales service personnel will communicate face-to-face by telephone, fax or at the customer's location, and learn more about the contents of the complaint or complaint, such as the name, specifications, production date, production batch number, when to use it, the performance of the problem, what brand was used before using this brand, the status and the recent use status. \xd\\xd\ 3. Analyze these problem information, explain and explain the work to customers, and stipulate communication and consultation with customers. \xd\\xd\ 4. Report the handling situation to the leader, and the service personnel will put forward their own handling opinions. After applying for the approval of the leader, they should reply to the customer in time. \xd\\xd\ 5. After the customer confirms the solution, he signs the solution agreement. \xd\\xd\ 6. Feedback the agreement to the relevant departments of the enterprise for implementation. If it is necessary to compensate the oil products, notify the warehouse manager to deliver them. If it is necessary to send small gifts, notify the market management personnel to issue them. \xd\\xd\ 7. Follow up the implementation of the processing results until the customer's reply is satisfactory. \xd\\xd\ III. Ways to deal with customers' complaints and complaints: \ xd \ xd \ 1. Confirm the problem \xd\\xd\ Seriously and carefully, listen to the complainant patiently, take notes while listening, judge the cause of the problem in the other party's presentation, and grasp the key factors. \xd\\xd\ Try to understand the whole process of complaint or complaint. If you can't hear clearly, you should ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please tell me again in detail" or "Please wait a moment, I'm a little unclear?" \xd\\xd\ Repeat what you know to the customer for confirmation. After understanding the problem, ask customers for their opinions, such as how they think it is appropriate to deal with it, what requirements do you have, etc. \xd\\xd\ 2. Analyze the problem \xd\\xd\ When you are not sure, don't make a conclusion on the spot, make a judgment or lightly promise. \xd\\xd\ It is best to discuss the problem with the service personnel in the same industry, or report it to the enterprise leaders, and analyze the problem together. \ xd \ xd \ What is the severity of the problem? \ xd \ xd \ What is the degree of the problem you have mastered? Is it necessary to go to other places for further understanding? For example, after listening to the agent's statement, should you go to a specific user, such as a car repair shop? \xd\\xd\ If the questions asked by customers are unreasonable or have no factual basis, how to make customers realize this \xd\\xd\ When solving the problem, what other requirements do the complainers have besides asking for economic compensation, such as some agents will ask for promotion and help in opening branches. \xd\\xd\ 3. Mutual negotiation \xd\\xd\ After consulting with the service personnel in the same industry or with the company leaders, the service personnel on site will be responsible for negotiating with customers. Before negotiation, the following issues should be considered. \xd\\xd\ association \xd\ has made a conclusion, then it is necessary to make appropriate disposal. After reporting the conclusion to the company leader and obtaining the consent of the leader, it is necessary to inform the customer clearly and directly, and the results should be tracked and implemented in the future work. If the treatment plan involves \xd\ and other departments within the company, the relevant information should be transmitted to the executive department, such as allowing the customer to compensate the oil. If the customer requires the oil to be specially packaged or attached with other identification marks, \xd\ shall notify the corresponding production department, and the relevant department shall supervise and follow up the after-sales service until the customer is satisfied. \xd\\xd\ IV. Seven points of handling customer complaints and complaints: \ xd \ xd \ 1. Be more patient \xd\\xd\ In actual handling, listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. Instead, encourage customers to talk and let them enjoy themselves. \xd\xd\ 2. Have a better attitude \ xd \ xd \ customers complain or complain that they are not satisfied with the products and services of the enterprise. Psychologically, they will feel that the enterprise has treated him badly. Therefore, if they are not friendly in the process of handling, they will feel psychologically \ xd \ As the saying goes, "Angry people don't hit people with smiling faces", and a modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems. \xd\\xd\ 3. Act quickly \xd\\xd\ handles complaints and complaints quickly, which can make customers feel respected, secondly \xd\ indicates the sincerity of the enterprise to solve problems, thirdly, it can prevent the negative pollution of customers from causing greater harm to the enterprise in time, and fourthly, it can minimize the losses, such as parking fees and downtime fees. \xd\\xd\ 4. Use proper language \xd\ customers \xd\ are dissatisfied with the enterprise, and they may go too far in their speech statements to vent their dissatisfaction. If the service personnel are tit for tat, it will certainly worsen their relationship. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and \ xd \ decent and generous. Don't say "you can't use it" and "do you know the most basic skills" and other words that hurt your self-esteem. Try to communicate with customers in tactful language, even if the customers have unreasonable ways, don't be too impulsive, otherwise, they will only be disappointed and leave soon. \xd\xd\ 5. Make more compensation \ xd \ xd \ Customers complain or complain, to a great extent, because they \ xd \ adopt the Lv Hou made by this enterprise, and their interests are damaged. Therefore, after customers hold or complain, they often want compensation, which may be material such as replacing products, returning goods, or giving away oil products for use. If an enterprise thinks that customers can only be located by invoice compensation, it should try to compensate more, sometimes both material and spiritual compensation are carried out at the same time, and a little more compensation (of course, this is subject to the company's regulations), so that customers can get extra gains, and they will understand the sincerity of the enterprise and rebuild their confidence in the enterprise. . \xd\ xd \ 6. A little higher \ xd \ xd \ Customers hope that they and their problems will be taken seriously after making \ xd \ complaints and complaints. Often, the level of people who handle these problems will affect the customer's expectation of solving problems. If high-level leaders can personally go to the customer's office or personally call \xd\ to express their condolences, many customers' grievances and dissatisfaction will be resolved, and it will be easier for them to cooperate with service personnel to solve problems. Therefore, when handling complaints and complaints, if conditions permit, we should try our best to improve the level of service personnel who deal with problems, such as \xd\ the leaders of our enterprise come forward (or the service personnel serve as the leaders of a certain department) or hire celebrities to assist. \ xd \ xd \ 7. Take more measures \ xd \ xd \ The result of many enterprises' handling of customers' complaints and complaints is to give them condolences, apologize or compensate for oil products, give small gifts, etc. In fact, there are many ways to solve the problem. In addition to the above means, you can invite customers to visit customers who have successfully operated or have no such problems, or invite them to participate in internal enterprise seminars, or give them \xd\\xd\ five: six steps to calm customer dissatisfaction \xd\\xd\ 1. Let customers vent. \xd\\xd\ You know, the customer's anger is like an inflated balloon. When you vent it on the customer, he has no anger. After all, the original intention of the customer is to express his feelings and solve his problems. \xd\\xd\ When customers vent, your best way is to keep silent and listen carefully. Of course, don't let the customer feel that you are perfunctory. Keep emotional communication. Listen carefully to the customer's words and judge the problems that the customer encounters clearly. \xd\\xd\ 2. Fully apologize and let the customer know that you have understood his problem. \ xd \ xd \ apologizing doesn't mean that you have done anything wrong. It doesn't matter whether the customer is right or wrong, what matters is how we can solve the problem without letting it spread. Let's not spend a lot of time figuring out who is right and who is wrong, as some companies do, which is not good for ourselves or people. Wasn't the Hengsheng computer just for a little right or wrong problem?