Sales Department Customer Service Supervisor Training Summary

The training of customer service supervisors of the company's wholly-owned business department organized by the customer service center of the brokerage business department has been successfully completed from April 9th ​​to April 11th. The participants are the lecturers of the brokerage business department and colleagues and invite the training company personnel. At the same time, every customer service supervisor of the company's business department. The training content is mainly for the company's XX year brokerage business department work plan, sales department customer service center establishment, company mid-station construction planning, agent system use, customer service center standard service skills, customer service supervisor experience sharing, Jinzheng company technical staff The functional use of the customer service center agent system was also explained, and the training company focused on how to create a corporate brand and how to improve service satisfaction.

The training started by the general manager of the brokerage business department. Mr. Zhao first publicized the relevant strategies of the company's China-Taiwan system and customer service center construction, improved the enthusiasm and initiative of the participants, and explained in detail the development trend of China's securities brokerage business. And analyzed the development model of domestic advanced brokerage brokerage business. Based on the domestic brokerage situation, this paper analyzes the development of our company's brokerage business, including market ranking, stock base trading volume, commission income, customer assets and quantity, marketing team building, etc., and analyzes the company brokerage for the domestic brokerage situation. The advantage of business competition. Mr. Zhao also introduced the strategic planning of the company's brokerage business, which emphasized the company's development strategy "one goal, two priorities, three constructions, four developments", and implemented the plan and the medium-sized service structure for the company's central Taiwan construction. The customer service supervisors of each sales department were introduced. Through the training of General Manager Zhao of the brokerage business department, all the customer service supervisors have fully realized the development prospects of the company and are full of confidence. The enthusiasm and initiative of everyone have been fully mobilized.

The head of the customer service center of the brokerage business department introduced the service plan of the company's customer service center. General Manager Li analyzed the development and role of the call center and explained it with real cases. At the same time, Mr. Li also explained the development history and current situation of the brokerage call center. Mr. Li focused on the development concept of the company's customer service center to explain to the customer service supervisors of the business departments, including the overall structure of the company's customer service center; the business model of decentralized and integrated labor services; and the return visit work. Combined with the current status of the company, Mr. Li also introduced the business division, job setting, and phased objectives of the headquarters and sales department. Finally, Mr. Li made a simple analysis of the current system of customer service centers. At the end of the training, Mr. Li placed high expectations on the headquarters and the sales department. He hoped that with the joint efforts of the headquarters and the sales department, he would explore the road of customer service innovation, improve customer service quality and enhance the company's competitiveness. After the introduction of Mr. Li's introduction to the company's customer service center, the participants clearly defined their respective responsibilities. Under the careful listening of the customer service supervisors of the sales department, they have a higher understanding of the team building of the customer service center.

The head of the customer relationship management department of the brokerage business department introduced the importance of the company's construction in the middle of the company and the marketing of customer relations. Mr. Cai first had a heated discussion and communication with the customer service supervisors of the sales departments in the current situation of the company. He also explained and answered the questions raised by the customer service supervisors of the sales department. Mr. Cai also introduced the company’s middle office to the customer service supervisors of the sales departments. Built plan. Secondly, Mr. Cai also shared various cases with customer service executives to share the process of customer relationship marketing and various management activities. The cordial communication between Mr. Cai and the head of the customer service and the deployment of the company's construction in the middle of the company have deeply attracted every customer service supervisor, not only because the construction of the company is related to the work of each customer service supervisor, but more importantly, everyone is on the company. The construction of the system has a clear understanding and saw the confidence of the company's leaders in the construction of China.

The brokerage business department gave a presentation on the company's website, trading channels, customer service standards, traffic processes, telephone service etiquette and skills, and voice skills. The brokerage business department gave a detailed introduction and demonstration of the company's new website. At the same time, it answered the patient department's customer service supervisor's questions and suggestions on the functions of the website part of the website. The brokerage department directed the company's super and professional version of the transaction. The common problems of software are shared and learned. At the same time, the common problems of the newly upgraded company's high-end mobile phone stock software are also explained. The brokerage department explains the customer service supervisors of each business department according to the telephone service etiquette and skills, and shares with you about Difficult complaint handling skills; the brokerage business department explained the professional customer service voice skills, combined with the case to let the sales department customer service supervisor truly feel the control of voice skills; the brokerage business department explained the current quality inspection rules of the company customer service center. At the same time, explain the customer service center traffic process.

The training also invited the customer service supervisors of the three sales departments to share the customer service experience. Liu Xuefeng, the customer service supervisor of Fuqing Sales Department, shared the work experience of the customers. The customer service director of Fuxing Road Sales Department shared the call center of the sales department. The experience of the early operation and the experience of the shareholders in the weekend open day, Chen Yingying, the sales department of Wenling North Road in Quanzhou shared the common problems of customer service, and shared experience sharing with the establishment of the call center of the sales department. Through the experience sharing of the customer service supervisor of the sales department, the customer service supervisors of other sales departments have learned a lot, and in the process of sharing, they all think of some practical cases in their work in the sales department, and they have positive help for the customer service work of the sales department in the future. .

The customer service center agent system developer certificate technicians also explained to the customer service supervisors of the sales department for the function of the agent system. Through the study of the functions of the agent system, the customer service supervisors of the sales departments can have a detailed understanding of the future work platform. The invited training company teachers also explained how to create a corporate brand and improve service satisfaction. It combines many interesting cases for analysis and effective combination with actual work.

The short three-day training time, the tight time and heavy task, all the participants are serious learning and active discussion. This training also provides a face-to-face communication and learning opportunity to learn from each other through communication and discussion. Fuzhou Branch also gave strong support and cooperation to the training of the customer service center of the brokerage business department. The customer service supervisors of each business department were arranged to visit the local ship administration museum to learn about the local culture while studying. I hope that through this training, the customer service supervisors of the sales departments will be helpful in the future work, and the heads of the sales departments can improve the satisfaction of the customer service work according to the training and increase the competitiveness of the company.