Section 1 Customer Service Management Position Design and Target Decomposition
First, customer service management position design
(A) General types of customer service management design examples
(B) Technical customer service management job design example
(C) Professional service-oriented customer service management post design example
(D) Small and medium-sized call center work design examples
(e) An example of work design of a large call center.
(6) What is the working design mode of the call center?
(7) Example of work design of outgoing call center
Second, the customer service target decomposition of each position
(A) customer management objectives
(B) customer relations objectives
(III) Work objectives of after-sales service posts
(D) Customer Complaint Post's work objectives
(V) Key Account Management Position Work Objectives
(VI) Work objectives of the customer information post
(7) Call Center Work Objectives
Section 2 Customer Service Management Work Items of Each Position
A, customer management job content
(1) Work schedule of the account director
(II) Work Schedule of Customer Service Manager
Second, the customer relations work details
(1) Customer Relationship Supervisor's Work List
(II) Work Schedule of Customer Relations Specialist
Iii. Details of after-sales service
(1) Work arrangement of after-sales service supervisor
(II) Work Schedule of After-sales Service Commissioner
IV. Details of Customer Complaint Work
(1) Customer Complaint Supervisor Work List
(2) Work schedule of the Customer Complaints Commissioner
Verb (abbreviation for verb) Important details of the job of customer management position.
(1) Work List of Key Account Executives
(II) Work Schedule of Key Account Development Specialist
VI. Details of Customer Information Work
(1) Work arrangement of customer information supervisor
(II) Work Arrangement of Customer Information Specialist
Seven, call center work details
(1) Work Schedule of Call Center Manager
(2) Work schedule of agent
(3) the work schedule of the agent
Chapter II Specific Implementation and Template of Customer Service Management Planning
The first section customer service standard formulation process and work execution
First, the formulation process and work refinement of customer service standards
(A) customer service standards development workflow
(2) Customer service standard system? control procedure
II. Tools and templates for formulating and implementing customer service standards
(A) customer service demand questionnaire
(2) The standard template of agency customer service
(3) Maintenance personnel customer service standard template
Section 2 Customer Service Process Design, Management Process and Work Execution
First, customer service process design and management process and work refinement.
(A) customer service process design and management workflow
(B) customer service process design and management control procedures
Second, customer service process design and management implementation tools and templates.
(A) customer service business process questionnaire
(2) seats? Customer service workflow template
(2) Maintenance personnel customer service workflow template
Section 3 Customer Service Staff Management Process and Work Execution
First, customer service personnel recruitment management process and work refinement
(A) customer service personnel recruitment workflow
(B) Customer service personnel recruitment control procedures
Second, customer service personnel training management process and work refinement
(A) customer service personnel training management workflow
(B) customer service personnel training management control procedures
Second, customer service personnel assessment management process and work refinement
(A) customer service personnel assessment management workflow
(2) Customer service personnel assessment management? programing control
Four, customer service personnel management execution tools and templates
(a) customer service personnel demand application form
(2) Customer service personnel job description
(3) Customer service personnel to apply for registration form
(four) customer service personnel training application form
(5) Customer service personnel training schedule
(VI) Feedback Form of Customer Service Training Effect
(seven) customer service personnel assessment form
(eight) performance appraisal results interview form
(9) employee performance improvement schedule
(10) Customer Service Staff Employment Notice Template
(eleven) customer service personnel training management system template
Section 4 Customer Service? Planning and implementation plan
A, customer service personnel training plan
Second, the customer service personnel assessment scheme
Third, the call center agent training plan
Fourth, the call center agent assessment program
Chapter III Specific implementation and template of customer information base construction and management
Section 1 Customer Information Collection Process and Work Execution
First, customer information management process and work refinement
(A) customer information management workflow
(B) Customer information collection workflow
(3) customer information processing workflow
(4) Customer information management control program
Second, the customer information survey process and work execution
(A) customer information survey workflow
(2) Customer information survey control procedures
Third, customer information management implementation tools and templates.
(1) Customer survey schedule
(2) Customer demand questionnaire
(3) Customer Purchase Record Form
(4) customer information data table
(five) customer address classification table
(VI) Table of Customer Distribution
(seven) regional customer analysis table
(eight) customer sales analysis table
(nine) customer credit analysis table
(10) Potential Customer Management Table
(1 1) Customer Increase and Decrease Analysis Table
(12) customer survey and analysis report
(XIII) Template of Customer Information Management System
(14) customer information security system template
(15) customer information statistics system template
Section 2 Customer File Management Process and Work Execution
First, customer file management process and work refinement
(A) customer file management workflow
(2) Customer file management control procedures
Second, the customer file management tools and templates
(a) customer information filing form
(two) the contents of the file registration form
(3) List of archived documents
(4) Document index table for future reference?
(five) the file storage schedule
(six) the application form for customer file borrowing
(seven) customer file lending registration form
(eight) the registration form for the destruction of customer files
(9) Customer File Management System Template
Section 3 Customer Information Processing Flow and Work Execution
First, the customer database construction process and work refinement
(A) customer database construction management process
(B) Customer database construction control procedures
Second, the network customer database construction execution tools and templates
(a) database system project review form
(two) the database system acceptance declaration form
(3) Application Form for Database System Maintenance
(4) Database requirement analysis report template
The fourth quarter customer information base construction and management plan
I. Customer Information Survey Implementation Plan
Second, the customer file management implementation plan
Third, the customer database management implementation plan
The fourth chapter is the concrete implementation and template of customer relationship management.
Section 1 Customer Reception Process and Work Execution
First, the customer reception process and work refinement
(A) customer reception workflow
(2) Customer reception control procedures
Second, the customer reception execution tools and templates
(a) customer visit registration form
(2) Customer Reception Application Form
(3) Customer reception schedule
(four) the reception banquet application form
(5) Customer Reception Record Form
(six) customer reception expense reimbursement form
(seven) customer reception work summary table
(eight) customer daily reception management regulations template
The second quarter customer return visit process and work execution
First, the customer return visit process and work refinement
(A) customer return visit workflow
(2) Customer return visit control program
Second, the customer return visit execution tools and templates
(1) Schedule of customer return visit
(2) Customer return visit record?
(3) Call back record
(4) Customer Return Visit Report Form
(V) Template of Customer Return Visit Management System
Section 3 Customer Relationship Maintenance Process and Work Execution
First, customer relationship maintenance process and work refinement
(A) customer relationship maintenance workflow
(B) Customer relationship maintenance control procedures
Second, customer relationship maintenance execution tools and templates
(1) Customer Status Record Form
(2) Customer Relationship Evaluation Form
(III) Customer Relationship Strengthening Table
(4) Customer relationship maintenance method template
Section IV Customer Proposal Management Process and Work? line
I. Customer Proposal Management Process and Work Refinement
(A) customer proposal management workflow
(II) Workflow of Customer Proposal Acceptance
(3) Customer Proposal Management Control Procedure
Second, customer proposal management execution tools and templates.
(1) Customer Proposal Form
(2) Customer Proposal Registration Form
(3) Customer Suggestion Evaluation Form
(four) report form of proposal results
(V) Template for Announcement of Customer Proposal Solicitation
(VI) Template of customer proposal thank-you letter
Section 5 Customer Relationship Management Scheme
I. Customer's Telephone Return Visit Scheme
Second, the customer visit reception scheme
Three. Customer gift management plan
Fourth, the customer relationship maintenance plan
Verb (abbreviation of verb) Customer proposal management scheme
Chapter V Specific Implementation and Template of Key Account Management
Section 1 Customer Classification Process and Work Execution
First, customer classification process and work refinement
(A) customer classification management workflow
(2) Customer classification management control procedures
Second, the customer scoring implementation tools and templates
(a) customer classification standard table
(2) List of registered major customers
(3) Customer Grade Declaration Form
(4) Customer Classification Table
Section 2 Key Account Management Process and Work Execution
First, the key account development process and work refinement
(A) Key account development workflow
(B) Key account development control procedures
Second, the key customer maintenance process and work refinement
(A) major customer maintenance workflow
(2) Key customer maintenance control procedures
Third, the key customer service management process and work refinement
(A) Key customer service management workflow
(B) Key customer service management control procedures
Four. Key Account Management Execution Tools and Templates
(1) important customer information registration form
(II) Key Account Development Record Form
(III) Key customer support schedule
(4) Questionnaire for Opinions of Major Customers
(V) Template of Detailed Rules for the Implementation of Key Account Management
Section III Key Account Management Scheme
I. Information Processing Scheme for Major Customers
Second, the key customer service management plan
Third, the organizational plan for receiving major customers.
Fourthly, the management scheme of key customer turnover.
Chapter VI Specific implementation and template of after-sales service management
The first section after-sales service planning process and work execution
First, after-sales service planning process and work refinement
(A) after-sales service program formulation workflow
(B) after-sales service planning control procedures
Second, the after-sales service plan implementation process and work refinement
(A) after-sales service program execution workflow
(2) After-sales service plan execution control program
Three, after-sales service plan formulation and implementation tools and templates
(a) after-sales service registration form
(2) List of returned products
(3) product maintenance report
(4) After-sales service management system template
Section 2 After-sales Service Quality Management Process and Work Execution
First, after-sales service quality management process and work refinement
(A) after-sales service quality management workflow
(B) after-sales service quality management control procedures
Second, after-sales service training management process and work refinement
(A) after-sales service training management workflow
(B) After-sales service training management control procedures
Third, after-sales service quality management implementation tools and templates
(A) after-sales service quality feedback form
(2) after-sales service quality questionnaire
(3) After-sales service training demand questionnaire
(four) after-sales service training effect evaluation table
Section III After-sales Service Commitment Management Process and Work Execution
First, after-sales service commitment management process and work refinement
(A) after-sales service commitment management workflow
(B) after-sales service commitment management control procedures
Second, after-sales service commitment management implementation tools and templates
(A) after-sales service commitment system template
(II) After-sales service commitment letter template
Section 4 Customer Satisfaction Management Process and Work Execution
First, customer satisfaction survey process and work refinement
(A) customer satisfaction survey workflow
(B) Customer satisfaction survey control procedures
Second, the customer satisfaction survey execution tools and templates
(A) customer satisfaction questionnaire
(2) Customer Satisfaction Evaluation Form
(3) Customer Satisfaction Survey Method Template
(4) Customer Satisfaction Evaluation System Template
(V) Customer Satisfaction Analysis Report Template
Section 5 After-sales Service Management Scheme
A, after-sales service management plan
Second, the customer satisfaction survey procedures
Three, after-sales service quality inspection plan
Four, after-sales service quality improvement plan
V. Improvement scheme of after-sales service system
Chapter VII Specific Implementation and Template of Customer Complaint Management
Section 1 Customer Complaint Acceptance Process and Work Execution
I. Customer Complaint Acceptance Process and Work Refinement
(A) customer complaint handling workflow
(2) Customer complaint acceptance control? order
Second, the customer complaint reception execution tools and templates
(1) Customer Complaint Registration Form
(2) Complaint acceptance statistics
(III) Template of Customer Complaint Acceptance Specification
Section 2 Customer Complaint Handling Process and Work Execution
I. Customer Complaint Handling Process and Work Refinement
(A) customer complaint handling workflow
(2) Customer complaint handling control procedures
Second, the customer complaint handling execution tools and templates
(1) Customer Complaint Record Form
(2) Customer complaint questionnaire
(3) Customer Complaint Handling Form
(four) the complaint handling notice
(5) Complaint handling tracking table
(6) Customer complaint statistics
(seven) the complaint handling summary table
(eight) customer complaint report
(9) Customer Complaint Management System Template
(10) Customer Complaint Handling Letter Template
(eleven) customer complaint letter template
Section 3 Customer Complaint Management Scheme
I. Customer Complaint Handling Scheme
Second, customers complain about the development plan.
Chapter VIII Specific Implementation and Template of Customer Credit Management
Section 1 Customer Credit Management Process and Work Execution
First, customer credit management process and work refinement
( 1)? Customer credit management workflow
(2) Customer credit management control procedures
Second, customer credit management implementation tools and templates
(a) customer credit information questionnaire
(2) Customer credit rating list
(3) customer credit change analysis table
(4) Customer Credit Rating Change Form
(5) Customer Credit Management Record Form
(VI) Customer Credit Management System Template
Section 2 Customer Credit Evaluation Process and Work Execution
First, customer credit evaluation process and work refinement
(A) customer credit evaluation workflow
(2) Customer credit evaluation control procedures
Second, the customer credit evaluation implementation tools and templates
(1) Customer Credit Evaluation Matrix
(2) List of Customer Credit Evaluation
(3) Customer credit rating table
(4) Customer credit line evaluation form
(5) Approval Form for Customer Credit Limit
(6) Customer credit rating evaluation method template
Section III Customer Credit Management Scheme
I. Implementation Plan of Customer Credit Survey
Second, the high credit risk customer evaluation scheme
Chapter 9 Detailed implementation and template of network customer service management
The first section network service platform construction management process and work execution
First, the structure? Management process and work refinement of network service platform
(A) the network service platform construction management process
(2) Management control procedures for network service platform construction
Two, the construction of network service platform management implementation tools and templates
(A) the network customer service analysis table
(II) Progress of service platform construction
(3) Service Platform Test Record Form
(4) Template of network service platform construction scheme
Section 2 Implementation Process and Work Execution of Network Customer Service
First, the implementation process and work refinement of online customer service
(A) the implementation process of online customer service
(2) Implement the control procedure of online customer service.
Second, tools and templates for online customer service
(A) online customer service quality checklist
(b) Template of online customer service communication specification
Chapter 10 Detailed implementation and template of customer service quality management
Section 1 Customer Service Quality Inspection and Evaluation Management Process and Work Execution
First, customer service quality inspection and evaluation process and work refinement
(A) customer service quality inspection workflow
(B) customer service quality assessment workflow
(three) customer service quality inspection and evaluation control procedures
Second, the customer service quality inspection execution tools and templates
(1) Customer Service Quality Checklist
(B) customer service quality standard specification template
(3) Template of standards and specifications for handling customer service problems
(four) customer service quality inspection system template
(V) Template of customer service quality evaluation system
The second quarter customer service quality improvement management process and work execution
First, customer service quality improvement process and work refinement
(A) customer service quality improvement workflow
(B) customer service quality improvement control procedures
Second, the implementation tools and templates for customer service quality improvement
(A) customer service quality improvement suggestions management standard template
(2) Customer service quality improvement scheme template
Chapter 11 Detailed implementation and template of call center management
Section 1 Call Center Planning Process and Work Execution
First, call center planning process and work refinement
(A) Call Center Planning and Management Process
(B) Call Center Planning Control Procedures
Second, call center planning implementation tools and templates
(a) call center customer area division table
(2) call center service level quantification table
(3) Statistical Table of Call Center Scale Elements
(four) the call center training plan approval form
(5) Call Center Emergency Plan Template
The second section outbound business management process and work execution
First, outbound business management process and work refinement
(A) outbound business management process
(2) outbound service control program
II. Tools and templates for outbound business management execution
(1) Schedule of overseas visits
(2) outbound business record table
(3) Outbound Phone Record Form
(4) Exhale etiquette template
The third quarter warehousing business management process and work execution
First, the warehousing business management process and work refinement
(1) Incoming business processing flow
(2) Call service control program
Second, the inbound consultation process and work refinement
(A) Call consultation process
(2) Call consultation control program
Third, inbound business management execution tools and templates.
(1) Purchase Business Record Form
(2) Call Consultation Record Form
(3) Summary of Consultation Matters
(4) Registration Form for Abnormal Interruption of Incoming Calls
(5) Call Center Management Method Template
The fourth quarter call center quality monitoring process and work execution
First, call center quality monitoring process and work refinement
(A) call center quality monitoring workflow
(2)? It is called the central quality monitoring program.
Second, the call center quality monitoring management execution tools and templates
(a) call service quality monitoring table
(2) Call Service Quality Evaluation Table
(3) call service quality calibration table
(4) Template of incoming call etiquette management regulations
(5) Call Center Quality Monitoring Standard Template