Management Measures for Foreign Residents of the Company's Customer Service Department

First, the general

The first one is to promote the development of customer service business of Jinpeng Communication Industry Co., Ltd., strengthen the self-discipline and scientific management of the channel system of the customer service department, and standardize the work behavior of expatriates. The customer service department of Guangzhou Jinpeng Communication Industry Co., Ltd. is in Guangzhou Jinpeng. "Management Regulations for Human Resources Management of Communications Industry Co., Ltd." and "Management Rules for Expatriates of Customer Service Department of Guangzhou Jinpeng Communication Industry Co., Ltd."

Article 2 The Articles of Association shall apply to all expatriates of the Customer Service Department, including those who recruit and engage in customer service work of Jinpeng Communication Industrial Co., Ltd. locally.

Article 3 The Customer Service Department will conduct quantitative assessments on the basis of the completion of the duties stipulated by the expatriate personnel in accordance with the provisions of the Articles of Association, according to the “Performance Appraisal System for the Outposts of the Customer Service Department of Guangzhou Jinpeng Communication Industry Co., Ltd.” Jiahua will make corresponding and appropriate post adjustments.

Second, the assignment of job responsibilities

Article 1 Planning, maintenance and optimization of the after-sales network.

Article 2 Coordinate the relationship between operators, agents, authorized sites and manufacturers.

Article 3 Collect and feedback market information, including information such as product quality tracking and competitor market operations.

Article 4 Guide the operation of the training site, spare parts operation, technical support, etc.

Article 5 Handling complaints and coping with crisis events in complaints of vicious incidents.

Third, the specific work guidance of expatriates

Work attitude

1. The expatriate is the personnel arrangement established by Jinpeng Company to better carry out the local customer service work. Its duty is to carry out the work related to Jinpeng PHS after-sales customer service on behalf of the customer service department within a certain area. The expatriate is the personnel arrangement set up by Jinpeng Company to better carry out the local customer service work. Its duty is to carry out the related work of Jinpeng terminal products after-sales customer service on behalf of the customer service department, representing Jinpeng Company. image of. Any words and deeds of the expatriates will be closely related to the company's image. Therefore, expatriates must strictly demand themselves, and must not make any work that is sloppy, disobeying the company's work arrangements, negatively touching the company's work tasks, engaging in part-time conflicts with the company's interests, etc. Acts, or disseminate such complaints as the complaints that harm the interests of the company.

2. Expatriates must maintain good supervision and management of the operation status of the stations in each city. The communication tools of the expatriates must be kept open during the specified working hours. It is easy for the site to quickly respond to the assignment when there is important information, and the company can also communicate any instructions in time. Avoid major events or missed best processing times due to poor feedback.

3. Expatriates are far away from the headquarters to carry out the after-sales work of our company throughout the country, and one of the important means for the company to conduct effective supervision and management is to dispatch the work week report. The work weekly report is a reflection of the specific work content and arrangement plan of the expatriates. In order to give the headquarters a certain rational guidance for the work plan, each expatriate should attach great importance to it, fill in the work weekly report seriously and responsibly, and request to report by mail or fax before 1 noon every Monday. Give the channel engineer and copy the channel manager, and the channel will give appropriate guidance and supervision according to the work report of the expatriate.

4. Due to the special nature of the work of expatriates, the company gives appropriate subsidies in many aspects. The expatriate mailed the documents for the travel assistance last month to the company for reimbursement within the prescribed time of each month. Because the company's finance has a prescribed time to accept the reimbursement, therefore, the expatriate must send the relevant reimbursement certificate of the previous month in time before the 10th of the next month. In addition, the travel expenses submitted by the expatriate must be the travel expenses incurred by the headquarters. If the assignment is found to be fraudulent, it will be punished in the reimbursement and assessment.

Authorized station operation management

1. The authorized station represents the Jinpeng enterprise to carry out local after-sales service work, which directly determines the image of the customer to Jinpeng Company, and the service attitude is an important part of customer service. Usually, many service complaints are caused by the user's dissatisfaction with the service attitude of the authorized station. Therefore, the service attitude management and training of the authorized station will directly affect the after-sales quality of our company, and the expatriate should pay high attention. Appropriately and periodically understand and train the service attitude of the authorized site.

2. The maintenance work order is an important basis for the settlement of labor costs between the headquarters and the authorized station. The expatriate must guide the service station to correctly fill in and timely mail it, so as to reduce the workload during return visits and accounting, and improve the efficiency of settlement work. At the same time, the site should be periodically communicated to the settlement of labor costs, and the education site should not be faked to ensure that the interests of the company are not damaged. At the same time, if the site is found to be fraudulent, it should collect valid evidence from the site and report it to the company, and educate the station.

3. During the normal operation of the authorized service station, an appropriate amount of spare parts should be applied for, and the sales machine cannot be borrowed from the bureau as a after-sales turnaround, and it is not allowed to disassemble the machine to obtain repair spare parts without the company's permission. If there is a protest against the facts, the expatriate should report it to the channel engineer in time. Authorized stations may not return un-applied spare parts to the factory, and expatriates should periodically perform spare parts training for authorized stations.

Relationship processing

1. Relationship with operators: Due to the special nature of the PHS sales market, expatriates must attach great importance to the relationship with operators, maintain good business relations with them, and keep abreast of the operators' after-sales service. Evaluation and requirements, timely response to appropriate countermeasures and feedback.

2. Relationship with the authorization point: Handling the relationship with the authorized station is the key to carrying out the local customer service work. The expatriate must coordinate the relationship with the authorized station so that the communication channels between the authorized station and the expatriate are kept open and timely. Avoid the problem of after-sales problems caused by the inability of the authorized station to contact or not coordinate with the expatriate.

3. Relationship with the sales department: After-sales work is for sales, therefore, the work of expatriates is closely related to market sales. Expatriates must always maintain close communication with local sales personnel, and obtain the necessary sales information from the sales staff every week. This information is the distribution of the customer service department's service network, the number of spare parts applied, and the failure rate of the model. And other important basis. At the same time, this information should also be provided to local sales personnel to make the necessary improvements.

Promotion support

The quality of the maintenance of the authorized station is directly related to the reputation of Jinpeng. The expatriate must maintain close contact with the customer service technical department, obtain relevant technical information and technical support, plan technical training and guidance for the maintenance personnel of the authorized station, improve the maintenance technical level of the local authorized station, and ensure maintenance. quality. Avoid complaints from the authorized station about technical issues due to the lack of technical support from the expatriates.

Information feedback

1. Feedback on quality issues: Feedback from expatriates on quality issues should be in place in time to avoid passive after-sales work.

2. Relevant information feedback: If the authorized station of the dispatch manager is responsible for the change of relevant information or the communication information of the dispatcher itself, the person in charge of the channel should be notified in time. In order to avoid the loss of information feedback, the company will lose.

3, the bureau failure machine inventory information feedback: the expatriate should report the number of the company's faulty machine inventory in the responsible area in the monthly work month report, to avoid causing a large backlog. Avoiding the best time for problem solving due to the fact that expatriates did not report such faulty machine inventory information in the area in time, the company suffered greater losses.

Emergency handling

If there are complaints involving technical supervision bureaus, consumer associations, and news media, such as major departments, expatriates must take the initiative to actively follow up and report in a timely manner. , put the solution in place. Avoid the omission of work, the company's products appear in the technical supervision bureau, consumer associations and news media exposure events.

Performance

1, standby machine control

The standby machine is an important factor in determining the size of the company's after-sales input costs. The dispatcher should consciously apply for a spare machine to solve the problem, and quickly turn these spare machines to achieve more efficient use. At the same time, pay attention to the lease period and return it in time.

2. Responsible for regional new quantity control

The renewal of regional issues is another important factor in determining the size of the company's after-sales input costs. Therefore, expatriates in each region should maintain monitoring status for the operation of each site, and appropriately guide them to reduce the operation of the site. Non-standard after-sales service did not solve the problem in time to solve the problem.

Third, the assignment of personnel for the optimization of expatriate positions

In order to balance the needs of personnel in the expatriate and headquarters, rationally allocate labor, avoid the shortage of manpower in some places, and the shortage of personnel in other positions. At the same time, in order to improve the efficiency of each position, the position of expatriate personnel is optimized. The number of personnel will be allocated based on geographical conditions and sales. In addition, in order to more effectively maintain the enthusiasm of expatriates for their jobs, and further promote the scientific management of expatriates, expatriates implement a regular job rotation system. If the assignment has been in the same area for a long time, the monthly assessment score is less than 60 points or other reasons and it is not suitable for staying in the original area, the headquarters will consider moving it away from the original area of ​​responsibility.

The above three rules are followed:

1) The assignment is not more than half a year in a certain area, and no major mistakes are not adjusted. Each quarter is ranked according to the average score of the performance evaluation. The ranking result is used as the basis for adjustment.

2) The national regional post adjustment shall be carried out once every six months; if the monthly performance appraisal score is less than 60 points, the post adjustment shall be made accordingly; in the same region for one year, the regional adjustment shall be carried out in principle.

3) The areas with large sales volume are mainly managed by an expatriate and channel assistant; the areas with moderate sales volume are managed by one expatriate; several areas with small sales volume are managed by one assignment.

The specific content is as follows:

1. The above provisions apply: all expatriates

2. Division of expatriates:

One type - expatriate customer manager

Class 2 - Expatriate Spare Parts Manager

Three types - expatriate technicians

3. Regional division principle:

One type of area—a region with a sales volume of 200,000 or a sales machine of more than 100,000 in the region and sold mainly for high failure rate models

Class 2 area - an area with sales between 100,000 and 200,000

Three types of areas - areas with sales of less than 100,000

4. Assignment principle:

One type of area - managed by an expatriate, and the channel assistants focus on assistance

Class 2 area - managed by an expatriate

Three types of areas - one expatriate manages multiple adjacent three types of areas

Note: The establishment of the one-stop area, because the one-stop function has largely replaced the daily work of the assignment, the distribution of expatriates is divided according to the three types of regional principles.

5. Regular post rotation period for expatriates: once every six months

In the implementation process specified above, the transfer of work in the post adjustment of expatriates must be carried out in strict accordance with the “Expatriate Transfer or Separation Work Transfer Regulations”!