Minister Xu of menstrual management department and general manager Lou went to work for three days after the interview respectively. During the three-day probation period, my job is to manage all employees of the customer service department as the customer service department supervisor, handle the daily affairs of the customer service department, and assist the floor supervisor and the manager on duty to maintain the normal operation of the shopping mall. After several days of work and observation, I have a certain understanding of the daily work of the customer service department, and I have also learned a lot of practical experience that I have never been exposed to before. According to my study and work experience, I will now report the actual operation of the customer service department of our shopping mall as follows:
First, the main work of the customer service department at present
1, vip membership card processing, registration, distribution, input system archive.
2. Receive customer complaints (front desk complaints and telephone complaints).
3. Input and play information on the display screen of the mall gate.
4. Daily mail sending and receiving.
5. Other transactions in the store.
6. Daily work in the studio.
Second, the existing working conditions of the customer service department
After the preliminary recruitment, the staffing of the customer service department I took over was normal, with 4 people in the front desk service department, 2 people in the studio and 6 people in * * *, all of which implemented the normal morning and evening shift system in the mall. At present, the advantages and characteristics of the operation of the customer service department are as follows:
1, the handover of new and old employees is normal, and there is no situation that employees unfamiliar with business work independently and are skilled in business.
2. The staff of the customer service department has a smooth connection with all floors and departments, and their work has a tacit understanding.
3. Floor management is in place, effectively assisting the front desk management of customer service department.
4. The front desk work of the customer service department is meticulous and accurate, including daily mail sending and receiving, employee placing orders, and mall fault maintenance and handling.
5. The work in the studio is progressing smoothly.
Third, the problems and deficiencies found in the main work of the customer service department at present
1, the front desk simplifies the process of receiving customer complaints.
The existing complaint process: complaint at the front desk → telephone complaint to the floor supervisor → directly transfer the complaint to the floor supervisor and all counters to handle it by themselves. This treatment method is easy to cause the workload of the floor supervisor to be too heavy and lead to management confusion. On the one hand, the customer service supervisor is idle, and on the other hand, the floor supervisor is at a loss. As far as the current shopping mall traffic is concerned, this handling method can really save a lot of manpower and material resources, and can also improve the complaint handling time. However, with the improvement of sales performance in shopping malls, the flow of people will increase, which will inevitably lead to management confusion, which will lead to unclear division of powers and responsibilities between departments. In particular, my shopping mall is about to open new clothes, and similar situations are likely to occur.
2. Missing work record
There is no work record at the front desk, and there is no evidence to check the work done by the front desk staff. There is only a handwritten vip customer register at the front desk to input member information into the computer system and an email register, but there are no customer complaint records, telephone reception records, lost and missing persons and other work records. The studio only has daily broadcast records, but there are no daily temporary broadcast records (advertisements, promotional information, missing persons, moving cars, lost things, etc.). ). This way of working leads to employees' low work enthusiasm, and the work they should do is often delayed and shirked. If there is no evidence to check the work mistakes, employees will pass the buck and cannot be held accountable. In addition, the lack of work records makes it difficult for the customer service supervisor to manage the employee's job responsibilities normally and improve the management quality, which is also a reason why the customer service supervisor in our shopping mall is seriously drained and the work cannot be carried out for a long time.
3. The customer service staff has poor attendance discipline.
The customer service staff has poor attendance, and two people leave their posts for more than half an hour without authorization three times in two days. They all use physical discomfort as an excuse, but they don't call in sick. If it is not checked by the supervisor, it will not be reported truthfully. There is no shift schedule in the whole department, and employees change shifts at will without reporting to the supervisor for approval, shielding each other.
4. The office cost is too high, and the consumption of office supplies exceeds the department's pre-loss. If the studio applies for pens and paper many times, the consumption of front desk tape is large.
5. Transfer of related functions of customer service department
The functions of customer complaint handling authority, commodity exchange, invoice issuance and group purchase in the customer service department are delegated by other departments, which leads to the idleness, idleness and lazy thinking of the customer service staff.
6. There is no subsequent customer loyalty training.
The customer service department has no follow-up service for vip members, and the front desk service personnel are not clear about the rights of members. After simply establishing customer files, there is no follow-up service, customer maintenance and return visit.
Fourth, put forward some suggestions for the problems found.
1. Require the head of customer service department to strengthen attendance management, ensure employees' attendance, strictly manage during work, strictly investigate employees' on-the-job discipline, make a standardized shift registration form every week, and rectify the department's work discipline.
2. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, change the original simple process and standardize the work process. The purpose is to increase passenger flow in the future and avoid confusion and unclear rights and responsibilities.
3. Work record books, complaint records, telephone complaint records, e-mail receiving and sending records, temporary broadcast manuscript records and other service records at the front desk should be made to facilitate the leadership inspection work and the management of the employee supervisor.
4. Establish a customer follow-up service system, cultivate and maintain the fixed consumer groups in the shopping mall, and establish customers' loyalty to the shopping mall, especially provide follow-up services for vip members, such as regular customer calls, notices of large-scale promotional activities, warm reminders of point redemption, etc., in order to cooperate with the work of the marketing department and the planning department.
5. Strictly control office costs. For example, office supplies with high consumption can be replaced by old ones. After filling out the application, use the used office supplies to get a new one. For example, you need to register an outside call.
6. Customer service-related businesses can be appropriately shared, such as billing, returning goods and other rights and responsibilities, provided that the customer service supervisor has good execution, otherwise it is easy to cause confusion due to poor management.
Because of my limited post-trial time, I am not very familiar with the operation of the whole shopping mall and my observation is not thorough enough. The problems I see are superficial and rough, and some measures are not considered comprehensively, which may not really reflect the whole picture of the customer service department. I hope that the leaders will criticize and correct me and give guidance. In addition, as far as the current passenger flow and management system of shopping malls are concerned, the areas that need to be improved are not very prominent. Considering that the reloading and opening of our shopping mall will expand its operation, the existing management can't cope with the scale of the shopping mall in the future, so it is imperative to strengthen management during the transformation period.
I don't know if I can stay here as a customer service supervisor after the probation period. However, during the three-day probation period, I did very well. Although I don't know much about the customer service department, I still know it. I hope the company can see my potential and let me continue my present job. I believe I have the ability to be an excellent customer service supervisor. I will work hard and make my greatest contribution to the development of the company!