Mall customer service new year work plan

1. Improve service quality in an all-round way and implement “characterized service”. In terms of service quality improvement, the employee reward and punishment assessment system was implemented, standard management was carried out, a positive and negative positive and negative incentive mechanism was established, a breakthrough point was found in the work, and the wrong practice of the second punishment of the employees of the commodity department was resolutely banned. Grasping the site discipline is now basically on the right track, should focus on sales skills and commodity knowledge, improve marketing levels, which will help improve the overall service level. This year's service tenet and standards, as well as Guofang Parkson's image in the eyes of customers, changing service concepts and customer needs, is what we have to do. Guofang Baisheng has long been the leader in Lanzhou's peers. The cruelty of a shopping mall, like a battlefield, is like a retreat. If you want to develop, you must have the concept and measures of leading opponents. Therefore, if enterprises want to be in an invincible position in the fierce market competition, they must put commodity brands, service brands and corporate brands on an important work schedule, upgrade, maintain and develop, and gradually form a well-known and unique "characteristic" of Jincheng. The "service" strategy is necessary. Therefore, in the fourth quarter of XX--the first quarter of XX, Lanzhou took the lead in advocating and implementing "characterized service", and the special service card was displayed, showing that our Guofang Parkson has a unique service quality and service grade. According to the different formats, different services are provided, supermarkets - "No Interference Service", Commodity Department to the 4th Floor Commodity Department "Branding Service, Friends Service" 5th Floor Commodity Department - &mdash
"Friendly Service", the 6th Floor Commodity Department - "Skills Service", shows the society that we are pursuing high quality and high quality services. To achieve the most perfect service beyond the expectations of customers.

2. The company's service skills project competition service office hosted the service skill competition area of ​​the company's 6th sports meeting, including knowledge contest, situational practice simulation, full-time fire drill, job response, instant answer, and enrich the employee's amateur culture through competition. Life; for the purpose of training for the position of the post, to improve the quality of employees in various positions in the form of education and fun; to fully upgrade the company's staff service awareness and service level with professional quality requirements. Demonstrate the company's service level,

3. Contact and communication with relevant government departments. Strengthen communication and communication with consumer associations and competent industrial and commercial offices in provinces, cities and districts, and maintain good cooperative relations with them, keep abreast of the development of the retail industry, and establish good reputation.

4, customer complaints reception and handling, comprehensive maintenance of Guofang Baisheng reputation. In the third quarter of XX, the problems in the complaints and the implementation of the three-level management system were not in place, and other reasons caused the escalation of complaints. In the fourth quarter, we will use the departmental regular meeting, the foreman communication meeting, etc. to conduct the company on the floor management staff. Return and exchange regulations, complaint handling techniques and boutique case analysis training, focusing on standardizing the form of reception and standardizing services as the main work objectives, standardization of complaints, standardization of reception etiquette, standardization of reception procedures, standardization of processing results, floor reception and records Standardize, do the reception together, deal with the end, and always measure our management level with customer satisfaction, consider and deal with problems from the standpoint of consumers, in order to win more repeat customers. Because the current market is "customer satisfaction is a win-win situation."

5. Strengthen the comprehensive quality improvement of the internal staff of the department and improve the company's five service systems. Resolutely implement the chairman's proposal in the fourth quarter meeting to maintain the stable development of the head office. Drive the guiding ideology of the overall improvement of the branch, strengthen communication between departments, and eliminate the misunderstandings in management. On-site inspection is not simply to find problems, but to propose improvement measures and methods for the problems that arise, and to give guidance to the department in a timely manner. The internal training content of the service office in the fourth quarter is basic knowledge training on commodity knowledge, elimination knowledge and market information familiarity. The training means adopts the form of discussion to make the training interesting and vivid. The results of the discussion will be distributed to the branch department in writing, and the relevant personnel will be organized to learn to achieve the goal of simultaneous promotion of the three stores.

The company's five major service systems personnel management, commodity management, environmental management, promotion management, customer management, of which the personnel management provisions are more detailed, but the other four management specific standards are still relatively empty, so in the fourth quarter, the Ministry Improve product management, environmental management, promotion management, and customer management standards in light of current conditions.

6. Follow-up of daily behavioral norms of frontline management cadres. Fully assist the Group Supervision Committee to follow up the daily behavioral norms of the first-line middle management cadres in the daily work, take the company's services as the purpose, aim at the management norms, insist on innovation in the work, and find problems in time. Leading the leadership. The department will never be short-sighted, strictly enforce the law, work hard to make progress, lead by example, act in accordance with the rules, work together in unity, and complete the tasks and tasks assigned by the higher authorities on time.

In the late September of xxxx, I was emotional at work and could not strictly demand myself. With the help of the leaders and colleagues, the work mentality was adjusted in a timely manner, the current bad situation was changed, and the whole work was devoted. Treat your work with the right attitude. Attitude determines everything and sincerely creates excellence. My colleagues and I will continue to work hard to create a "characteristic service" of Guofang Parkson, and create a service with true feelings!