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Summary of personal work of the director of the service quality supervision office


I have been the Director of the Service Quality Supervision and Inspection Office since mid-February this year.
I. Work in the past 10 months of the current year
This year, the service work under the strict requirements of the city company leaders, the service has been improved.
1. Actively cooperate with the work of Qiqi 1860 and seriously deal with the consultation and complaints of 1860. As of the end of November, the 1860 backstage staff of the city accepted a total of 520 consultation and complaints, all of which were handled in a timely manner. As of the end of the third quarter, there were only 2 complaints about leapfrogs, and the number of complaints from the provinces and municipalities was the least.
2. In accordance with the requirements of the provincial company's "leading service and business", seriously improve the service.
1) Organizing business and etiquette training
The improvement of business standards is the basis of service improvement. This year, I organized several business learning trainings and conducted examinations after training, which really played the purpose of training-improvement.
At the same time of business training, according to the requirements of provincial companies, the city's salespersons, key account managers, and salesmen were given etiquette training. The salesperson also conducted an operational demonstration test of the etiquette service, which achieved very good results, and the personnel quality has been significantly improved.
2) Adhere to the business knowledge test
We have been adhering to the “Weekly Test” exam throughout the city. The exam content is a business knowledge test. After the "weekly test" test, the overall business level of the salesperson has been significantly improved.
In the examination of the province's star-rated business staff organized by the provincial company this year, two salespersons in the city have obtained two-star salespersons, six salespersons have obtained one-star salespersons, and two account managers have obtained one-star account managers. Two 12580 information operators got the star attendant.
3. Strengthen inspection and requirements for service quality
During the year, various inspections and formal inspections were conducted on all units in the city. At any time, the deficiencies in the service work were found, and the rectification was immediately requested, and the city was informed that it was a warning. After inspection and request, the service has been significantly improved.
In the second quarter, the “mystery customers” hired by the provincial companies inspected the provinces and cities in the province, and the city’s own sales outlets and cooperative stores ranked second in the province.
In the special inspection of the services of various provinces and cities in the country in September this year, the business center of the downtown area was sampled, ranking first in the province and third in the country.
Second, the next year's work plan
Under the guidance of the provincial company's “leading service and leading business”, under the correct guidance of the company's leaders, we have made some progress in service this year, but the inspection feedback from the superior inspection agency indicates that we still have a certain standard service. gap. In response to various inspections and return visits to customer satisfaction, my plan for service improvement in the city is as follows:
1. Continue to strengthen training and requirements for salesperson etiquette services
The service quality supervision office will re-train the salesperson on the spot during the inspection. The director of the marketing department should also regularly organize the salesperson to watch the etiquette service specification CD and lead the staff to find the gap according to the standard. For the salesperson who fails to find out the specifications, the service quality supervision office shall handle the criticism, fines, and on-the-job training.
2. Strengthen business knowledge training and examination for salespersons
Business knowledge training is held once a quarter, and the city's salespersons are organized to participate in the post-training examinations. Those who fail to pass the examinations are not required to be trained. The service quality supervision office is responsible for organizing, and the training content and lecture teachers are provided by relevant personnel.
3. Strengthen the service inspection of the city
1) Monthly inspection of the frequency of each unit in the city at least once, inspections are divided into formal inspections and unconstrained unannounced visits. In the case of unannounced visits, people who are not known to the salesperson play the role of the customer to verify the service of the salesperson.
2) Carry out the “Daily One Question” activity. The latest business knowledge and content that should be mastered by the relevant departments of the marketing department will be placed in the folder specified in the 1P address. The directors of each department will arrange the staff to learn and ask for the actual mastery. .
3) Continue to adhere to the “Weekly Test” activity. The content of the test is the salesperson. The information rights of the secretarial resources network are strictly forbidden to copy the contents of the manual. The weekly test range for the whole month is announced at the beginning of each month. The test questions are placed on the IP address every Monday. The director picks up and organizes the employee test, and archives the test paper after reviewing it.
4) Implement the “one monthly test” system. After each inspection, the test papers will be taken, and the salesperson will be given an on-site examination. The contents of the examination are “one daily question” and “weekly test”, and 70% of the face is qualified, and three unqualified ones are waiting for training.
5) Implement the “Monthly Report” system. The city will be notified of the quality of service of each unit every month, and the city will be ranked according to the inspection and return visits to customers.
6) Carry out the “Every Quarterly Review” activity. Carry out the excellent service activities, and evaluate the “Advanced Units for Excellence in Service” in the whole quarter, and award the “Top 100 Excellent Service Units” to the top three units.
7) To carry out the “One Annual Competition” event, in order to improve the overall service level of the salesperson, organize a knowledge contest for the salespersons of the city in August-September of each year. The competition shall take the form of a combination of written examination and interview, and give material to the excellent salesperson. reward.
8) Implement the “one annual award” system, open a commendation award meeting every six months, and give material rewards to the top three units; at the end of the year, the year-end recognition awards meeting, for the whole year without any service complaints, no province throughout the year The unit and the 1860 service complaint unit of Qi City give commendation awards.

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