Customer Service Department Work Plan

General enterprises or property companies have “customer service centers”, and their job functions should be to serve customers, communicate up and down, in large-scale properties such as “Longhu Community”, “Customer Service Center” is the central department , including service acceptance and service release. , organization settlement, return visits and other service processes.

Due to the particularity of our higher education property, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive approach, change the segmentation, adjust vertical control, save resource allocation, simplify service programs, and improve customer service. The head office improved its performance and became bigger and stronger. The following is the working idea.

1. Establish an online communication channel for the customer service center.

Nowadays, more and more customers like to query and exchange information online. Setting up the telephone and mailbox of the customer service center under the website of the Logistics Headquarters is conducive to convenient communication with customers, meeting customer needs and improving service quality.

Second, establish a customer service platform

Establish a customer supervision committee. A customer supervision committee is established by the board of supervisors and the owners' committee. Exercising or obligating to exercise the supervision function of logistics services.

Establish a quality inspection system. Change the internal quality of the property to internal audit for the internal audit of each center. .

Do a good job in customer service front desk service.

1. Customer reception. Coordinate the handling of customer reception and problem reflection.

2. Service and information transfer. Including vertical-implementation from customer to head office, horizontal-implementation between the interior of the property, between the customer service center and the various centers, between the customer service center and the relevant departments within the school, and other information consultation.

3. Tracking and returning of related logistics services.

4. 24-hour service call.

. Coordinate the handling of customer complaints.

Do a good job in customer reception day activities, and actively collect and process customer opinions.

Create a customer profile. Including family areas, teaching areas, and student communities.

Do a good job in the exchange of advice boxes, newspapers and blackboards, and tips.

Third, continue to do a good quality inspection and management of the property management center, part of the office work and customer service, continue to do a good job with the energy center to effectively repair customer service.

Fourth, institution building

Established the Logistics Headquarters Customer Service Center.

At present, the customer service department is affiliated to the energy center, and the office is in the property management center. The functions of the property system service work can be extended and effective. However, the extension of customer service can be extended to the scope of the head office, providing institutional support for the logistics service industry of our school. The establishment of a customer service center under the head office facilitates comprehensive coordination of services.

Staffing is at least two people.

To do a good job in customer service, only one manager can't do it. To change the abnormal state of the previous customer service department, the college students came and went. The human resources are not less than the two people's establishment. The staff should have a bachelor's degree, which is conducive to the establishment and stable operation of the customer service organization framework, changing the status quo of the loss of the situation, and facilitating the establishment of standards and customer service.

V. Budgetary budget.

In the past years, the general office expenses of the Customer Service Department were paid by the Ministry of Power in the property management center. According to the current situation, some basic work will be carried out, and there will be expenditures in daily work. If there is no budget, there may be no funds. According to the principle of saving, the budget for the preparation of the funds is as follows:

The annual public expenditure for 500 yuan is 6000.00 yuan.

The customer service center is set according to the operational needs of modern enterprise services. This is the correctness of the establishment of the customer service department of the head office. With customer satisfaction, there may be a market, and with customer satisfaction, it is possible to establish a brand and customer payment. The content of the customer service center may have a cross-relationship with the head office and human resources department. However, the main service target of the customer service center is the customer, focusing on customer satisfaction, which is the business department rather than the management department . In the future, if the property service of Shuangfu Park can be successful, the customer service center can adopt the “Longhu Community” model.

The above work ideas are only used as the "cadre retreat" held by the customer service department for the head office, "quality, reform, development", and the ideas proposed are not necessarily implemented immediately. Practice is the sole criterion for testing truth. Customer service work should be gradually improved according to its own characteristics and continuously promoted. We are constantly exploring in our work. The purpose is to do a good job in logistics service and strive to make the company bigger and stronger.