1, set reasonable work goals.
According to the actual situation, you can set a single goal or a comprehensive goal. Personal goals, such as update rate and complaint rate
Wait; There is only one comprehensive goal, which is customer satisfaction.
2, according to the goal, formulate specific working methods.
Such as formulating service standards, service principles, personnel arrangements, etc.
3. Define the position of the customer service department in the company.
The purpose and value of customer service are different in different industries and companies, so pre-sale service, in-sale service,
The importance of after-sales service and service methods will be different. For example, Internet companies attach importance to after-sales service, and what customers need is service effect. Catering retail enterprises emphasize service in sales, and customers need the enjoyment of the consumption process.
It should be pointed out that:
1, control appropriate customer satisfaction.
Don't take customer satisfaction as the only focus of customer service work. Controlling appropriate customer satisfaction refers to investment.
Find the balance between output and output, and find the appropriate points of interest.
2. Pay attention to customer satisfaction survey.
Constantly understanding customer needs and meeting customer needs is a main channel to improve customer satisfaction, so we are familiar with customers.
Customer return visit and investigation are the key points to do customer service well.