What Is a Customer Service Plan?

Service: That is, we are working. Through labor, let customers get what they want, and thus realize self-worth.

Customer Service

Service: That is, we are working. Through labor, let customers get what they want, and thus realize self-worth.

Then, the so-called customer service is that we help customers through labor and reflect their own value, or to get benefits. Customer service includes external (business-to-customer) and internal (logistics departments in some units and other departments). Generally speaking, customer service refers to external customer service.

Chinese name

Customer Service

Service

Is that we are working

By

Labor helps customers and reflects their own value

Including

External and internal (

Customer service, in short, is customer service work (accepting customer inquiries and helping customers answer questions), or refers to the organization responsible for customer service work.

In general, customer service includes the following aspects:

1. Opinion processing;

2. Data management;

3.

I. Introduction and Greetings

1. Greeting: "Hello, welcome to call the customer service hotline, customer service representative is so happy to serve you, may I help you!"

2. The customer greeted the customer representative: "Miss (sir), hello." The customer representative should politely respond: "Hello, what can I do for you.

3. When the customer's name is known, the customer representative should use the customer s last name plus Mr./Miss to respond politely during the following call. Do not be indifferent and ignore the customer s name.

4. When encountering a silent call: Customer representative: "Hello! What can I do for you" pause for 5 seconds or silent, "Hello, what can I do for you" Stop for 5 seconds, the other party does not respond, then Say, "Sorry, there is no sound on your phone. Please call again and see you again!" Stop again for 5 seconds and hang up.

You ca nt say, "Hey, talk! I'll hang up without talking!"

Can't hear

4. (Because the user is using the handsfree) Can't hear clearly: Customer representative: "Sorry, your voice is too low, please pick up the microphone to speak"

Do nt say, "Hey, louder!"

When the customer's voice is unclear: When the customer representative keeps his volume unchanged: "I'm sorry! Please speak louder, okay" If you still can't hear clearly, the customer representative: "Sorry! Your phone voice is too Young, please hang up with a different phone, okay, "and then hang up in 5 seconds.

Can't hang up directly

When the phone noise is too loud to hear: The customer representative: "Sorry, your phone noise is too loud to hear, please call again and thank you, goodbye!" Stop for 5 seconds and hang up.

Can't hang up directly

When a customer speaks a dialect and the customer representative does not understand: The customer representative: "I'm sorry, please speak Mandarin, thank you!" When the customer continues to speak in dialect, but not Mandarin, the customer representative: "Sorry, please find one to speak People from Mandarin come, thank you! ".

Can't hang up directly

When a customer speaks a dialect, and the customer can understand the Mandarin of the customer representative: The customer representative should continue to maintain the expression of Mandarin on the basis of understanding the dialect used by the customer.

Cannot be converted into client's dialect

When a customer complains that the customer representative's voice is low or inaudible: The customer representative: "Sorry, (slightly increase the volume), may I help you?"

Can't hang up directly

Agent- agent or agent

Refers to the general name of the call center answering customer calls, translated as: agents or agents. There are also titles for similar staff, but none of them are generic. For example: Operator-(telephone) operator Attendant-operator Representative-business representative or commissioner (general name) Customer service representative (CSR) -Technical support representative (TSR)-Telemarketer-Telemarketing representative or commissioner

Agent callback button- call agent button

Refers to an Internet-based call center feature that enables a customer to press an online conversation if he wants to communicate with a company's personnel when he browses a company's website.

Agent logon / logoff- agent login or logout

Refers to a procedure to alert the availability of ACD system agents. When the agents start to work, they will log in to the system, and they will log out of the system after work. In some systems, the agent can only log in or log out by operating only one function key, but some systems require entering a code.

Agent performance report

A report obtained from ACD, showing the working status information of each agent, mainly including login and logout time or duration, online duration, idle duration, and unreadiness duration.

Agent sign on / sign off- agent sign in or sign out

Refers to a function of the ACD system. It is completed by the agent using his employee password to log in at the workstation. The data checked in and out by the agent is collected and sorted, no matter which workstation he or she is sitting in. No matter how many stations he or she occupies at the same time, incoming calls can be accessed through a certain route.

As the tertiary industry, the service industry is the product of a large division of labor in the society. The level of service reflects the degree of civilization to a certain extent. Therefore, improving service levels cannot be seen as a means for businesses to pursue profits.

Its importance can be considered from the following aspects:

First of all, from the perspective of economics, modern market competition no longer requires blindly fighting price wars, and service wars account for an increasing proportion.

Secondly, from the perspective of consumers, services can create value for customers. The customer is the greatest pursuer of value (the value of the customer is a comparison of what the customer receives versus what is paid). The service industry gains value by improving the comprehensive service level of its own brand, image, and employee quality, and reducing the time, cost, physical strength, and energy of customers. For example, through the service of door-to-door to reduce the time and energy of the customer to go out, so that he can use these saved time and energy to do other work (and gain), so that customers get greater value.

Thirdly, from the perspective of the service industry itself, by improving the service level of a certain business, customers can make themselves their first choice for consumption, thereby benefiting themselves. In other words, by improving the service level, businesses can also create value for themselves and win more repeat customers.

In short, through the improvement of service levels, it is not only consumers who benefit, but not just merchants. We should also look at this issue from the perspective of the entire society. The improvement of service level will inevitably lead to the improvement of the civilization of the whole society.

1. Ensure customer satisfaction

Think about it in other places, whether you can accept it under the same service.

2. Exceed customer expectations

As a service industry, it is necessary to walk in front of customers all the time, and think of what customers cannot think of, and create value for customers with novel services.

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The core value of the customer service center is to establish a perfect customer service system to provide customers with perfect quality services, maintain and continuously improve customer satisfaction with the enterprise, enhance the brand awareness and reputation of the enterprise, and increase the repeat purchase rate of customers. Create a steady stream of business opportunities for enterprises. The specific functions of the customer service department are as follows:

Step one: identify possible measures to reduce costs

The main business of the customer service center is to deal with customers. Therefore, basically all cost control measures are directly or indirectly related to customers, and the final result of cost control is also reflected in dealing with customers. In this sense, cost control is mainly manifested in three aspects:

(1) Reduce telephone processing time (including average talk time and post-processing time, etc.)

(2) Reduce the cost of other resources related to telephone services (human resources, systems, and other resources can be shared on each call, we usually calculate the cost of each call)

(3) Reduce the number of service customers (including the number of customers entering the customer service center through various methods)

These three aspects are the basic starting points for customer service centers to reduce operating costs. When analyzing cost control measures, we must start from these three aspects. Of course, only knowing these three aspects is not enough, and further detailed analysis should be done. When analyzing specific cost control measures, sometimes necessary tools are used, such as fishbone diagrams. Subdivide step by step, find out every possible measure as much as possible. Figure 14-2 is an example of a possible measure analysis.

After these possible measures have been identified, it is necessary to analyze what is feasible and what is not. This can usually be done by setting up a group to do a possibility analysis. The members of this group can be front-line service representatives, team leaders, or other function managers. These people must have open and creative thinking skills. Through the work of this group, a list of actions can be finally formed.

Step 2: Sort out these measures and identify what is important and start working immediately

After the first step is completed, the list formed in the first step is used to screen out the measures that can be taken and the final action plan is listed. This action plan must be analyzed according to the following points:

(1) Responsible person (who is responsible and who is involved in the implementation process?)

(2) The ultimate impact of spending cuts (how much will you ultimately save?)

(3) When and how long will it be implemented (Is it a long-term cost control plan, or a medium-term, short-term?)

(4) the complexity of implementation (people, systems and processes must be considered)

(5) Cost of realization (need no new investment or reinvestment?)

(6) Impact on customer service quality (how big is the impact on customers? How much impact will customers have on service expectations)

(7) Impact on service representatives (morale?)

(8) What other potential impacts?

Step three: implement as planned

Once you have a plan, follow it. At the beginning of implementing the plan, we must pay attention to communicating with the entire department, so that everyone understands the benefits this plan brings to the customer service center, so that everyone thinks this is positive and can achieve results.