客服部工作职责

客服部工作职责 客户服务 (一)岗位职责与 规范 编程规范下载gsp规范下载钢格栅规范下载警徽规范下载建设厅规范下载 目的:使客服代表明确自己的岗位职责和所要认真执行的规范与制度，以使其工作在一定的制度和规范下顺利完成。 第一条 服务宗旨 服务与质量并存，解客户之忧，树公司诚信品牌。 第二条 服务对象 已有的、正在成为的客户以及潜在的目标客户。 第三条 服务信念 热情——以饱满的热情对待本职工作、对待客户及同事。 敬业——对工作竭尽全力、尽职尽责，使敬业成为职业习惯。 勤勉——对于本职工作应勤恳、努力、负责、恪尽职守。 创新——全心投入，不断优化和创新工作 方法 快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载 及内容以提高效率。 服从——应服从上级领导的指示及工作安排，按时完成本职工作。 第四条 客服人员的素质要求 (1) 经验:具有客服工作经验，了解客户需求，熟悉企业运作方式和服务途径; (2) 职业素养:有涵养，有礼貌，有较高较全面的知识，学习能力强，快速接受新产品知识; (3) 交际能力:语言表达能力强，对人知道何时、何地、面对何种情况、适合用何种语言表达，懂得一定的关系处理，具有一定的人格魅力，第一印象好，能给客户信任感; (4) 应变能力:头脑灵活，现场应变能力强，能够主动掌控话 题 快递公司问题件快递公司问题件货款处理关于圆的周长面积重点题型关于解方程组的题及答案关于南海问题 并恰当解决问题; (5) 窗口形象:形象好，气质佳，外表整洁大方，言行举止得体; (6) 工作态度:态度热情，积极主动，能及时为客户服务，不计较个人得失，有奉献精神。 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 第五条 客服代表岗位职责 (1) 负责所有经营区域客户的咨询、查询解答; (2) 负责产品介绍及客户使用问题等服务; (3) 负责客户电话回访、跟进及处理客户投诉等问题; (4) 负责做好工作日志、周报、月报，及时反馈信息的统计、分析和汇报; (5) 完成上级安排的其他工作任务。 第六条 岗位规范 (1) 客服代表要时刻保持良好的精神状态和仪容仪表，工作认真、有耐心、责任心强; (2) 接听客户电话要热情，运用专业术语，认真解答客户提出的疑问，同时对自己的企业有信心，不对客户做夸大其词的承诺; (3) 熟练掌握公司的产品和服务项目，并全面了解客户的详细情况，严格按公司相关规定及时为客户解决问题; (4) 客服代表代表公司的形象，明确客户投诉的真正原因及想要得到的解决 方案 气瓶 现场处置方案 .pdf气瓶 现场处置方案 .doc见习基地管理方案.doc关于群访事件的化解方案建筑工地扬尘治理专项方案下载 ，注意语言沟通的技巧，不得与客户发生争执，不得做有损公司利益的事情; (5) 客服代表接到客户的投诉或抱怨时，要主动向客户致歉并妥善处理，并视情节轻重上报公司; (6) 客服代表根据每天的工作情况，把客户反馈的不同情况以工作日志的形式进行详细的登记，特殊客户情况需向部门组长(或本中心负责人)汇报，并每月上报 工作总结 关于社区教育工作总结关于年中工作总结关于校园安全工作总结关于校园安全工作总结关于意识形态工作总结 ; (7) 严格遵守公司和职场的各项规章制度，按时出勤上下班，工作时间不得从事任何与工作无关的事情，如有发现按公司管理规定处罚。 (二)工作内容与工作流程 目的: 明确工作内容及工作流程是服务工作的保障，而客服代表在流程中要做的，就是不断去发掘与收集客户对产品的评价与建议，在提高客户满意度与忠诚度的同时，促成二次交易机会，使产品的销售延续不断。 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 第一条 电话客服 (1) 被动接听 1.工作目的及内容 负责接听客户电话，分析客户使用情况、需求和反馈意见，协调相关部门为客户及时提供优质的服务。同时对工作过程中发现的问题提出改进意见。 2.工作细则 详细解答客户的咨询、疑问; 分析并及时给予答复，过后作相关信息记录，如客户的相关资料等; 若下班时间无法及时答复，次日须对留言客户进行回访解答相关问题，促成交易; 若客户需求非客服部提供的服务范围，则向顾客说明并礼貌结束通话。 3.接入电话内容操作程序请参考如下内容 您好～***客服部，请问有什么可以帮忙的吗,请问您贵姓, 若客户尚对本公司产品存在疑虑，需作详细解答，消除客户疑虑，促成交易。 (2) 主动回访 1.工作目的及内容 定期回访、了解用户对产品的满意度、对服务的满意度，做好客户关怀，培养客户对公司、对我们产品的认可与信任。通过周到、满意的客户服务，使客户愿意续费使用并积极宣传我们的产品。 2.工作细则 电话接通后，请客服代表先核实客户的身份; 核对身份无误后，请客服代表报读公司、部门及工号; 询问客户是否方便接听电话; 告知客户其反映的问题已有答复，为客户提供该解决方案; poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 客户对提供的解决方案表示接受，请客服代表礼貌结束通话; 客户对解决方案表示不接受，应尽可能地取得顾客的理解和支持，如遇难缠顾客，在不违背公司服务原则的前提下，换时间换客服代表再次致电解释; 如果客户提出新需求，且需求已有解决方案，请直接为客户提供该解决方案; 客户需求无法得出任何反馈信息，属于客服部提供的服务范围，收集客户的意见，在原有的个案基础上建立跟进个案，发给组长等相关负责人跟进。同时向客户表示，一有答复将立即知会客户，礼貌结束通话; 3.呼出电话内容操作程序请参考如下内容 您好～请问您是*先生/*小姐吗, 这里是***服务中心客服部，我的工号是010，请问您现在方便接听电话吗, 您曾经在**日致电我们反映了**情况，关于这个问题，我们已经有跟进结果了，***。 请问您对这个问题是否已经清楚了, 如果日后有任何问题，欢迎随时致电服务部，我的工号是**，再见～ 我们将尽快跟进及反映您的问题，在获得答复后，将第一时间知会您。 第二条 网络在线客服 1、解答客户通过在线即时通讯聊天工具提出的相关问题; 2、促使顾客达成交易、解答售前售后相关问题 3、收集客户反馈的意见/建议等; (三)客服礼仪 (1) 电话礼仪 1.电话铃响，迅速接听，首先“自报家门”; 2.迅速给出答案，回答、拒绝或转其他同事; 3.适当记录细节; 4.拨通前先打好腹稿; 5.迅速切入主题; poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 6.使用电话敬语; 7.等对方挂断后再挂电话; 8.同事不在时帮助接听电话，并留言记录; 9.电话时间控制在3分钟以内，最长不超过5分钟。 电话礼仪与客户沟通要点: 重要的第一声: 当我们打电话给某人或单位时，若一接通，就能听到对方亲切、优美的招呼声，心里一定会很愉快，使双方对话能顺利展开，对该单位有了较好的印象。在电话中只要稍微注意一下自己的行为就会给对方留下完全不同的印象。同样说:“你好，这里是**公司”。但声音清晰、悦耳、吐字清脆，给对方留下好的印象，对方对其所在单位也会有好印象。因此要记住，接电话时，应有“我代表单位形象”的意识。 要有喜悦的心情: 打电话时我们要保持良好的心情，这样即使对方看不见你，但是从欢快的语调中也会被你感染，给对方留下极佳的印象，由于面部表情会影响声音的变化，所以即使在电话中，也要抱着“对方看着我”的心态去应对。 端正的姿态与清晰明朗的声音: 打电话过程中绝对不能吸烟、喝茶、吃零食，即使是懒散的姿势对方也能够“听”得出来。如果你打电话的时候，弯着腰躺在椅子上，对方听你的声音就是懒散的，无精打采的;若坐姿端正，身体挺直，所发出的声音也会亲切悦耳，充满活力。因此打电话时，即使看不见对方，也要当作对方就在眼前，尽可能注意自己的姿势。 最好养成用左手拿话筒的习惯，右手空出来后随时都可将对方所讲的话或重要事项记下来，尽量站着听电话，即使采取坐姿，也要伸直上身，如此有助于语调的提高，精神集中，更能展现你高雅的神韵。通话时，如遇到不礼貌者也应该稳定情绪，稍安勿躁，以礼相待。 声音要温雅有礼，以恳切之话语表达。口与话筒间，应保持适当距离，适度控制音量，以免听不清楚、滋生误会。或因声音粗大，让人误解为盛气凌人。 迅速准确的接听: poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 现代工作人员业务繁忙，桌上往往会有两三部电话，听到电话铃声，应准确迅速地拿起听筒，接听电话，以长途电话为优先，最好在三声之内接听。电话铃声响一声大约3秒种，若长时间无人接电话，或让对方久等是很不礼貌的，对方在等待时心里会十分急躁，你的单位会给他留下不好的印象。即便电话离自己很远，听到电话铃声后，附近没有其他人，我们应该用最快的速度拿起听筒，这样的态度是每个人都应该拥有的，这样的习惯是每个办公室工作人员都应该养成的。如果电话铃响了五声才拿起话筒，应该先向对方道歉，若电话响了许久，接起电话只是“喂”了一声，对方会十分不满，会给对方留下恶劣的印象。 认真清楚的记录: 随时牢记“5WIH”技巧，所谓“5WIH”是指: When 何时Who 何人 Where 何地 What 何事 Why 为什么 HOW 如何进行 这些资料都是十分重要的，对打电话、接电话具有相同的重要性，电话记录既要简洁又要完备，有赖于“5WIH”技巧。 有效电话沟通: 上班时间打来的电话几乎都与工作有关，公司的每个电话都十分重要，不可敷衍，即使对方要找的人不在，切忌粗率答复:“他不在”将电话挂断。接电话时也要尽可能问清事由，避免误事。方查询本部门其它单位电话号码时，应迅即查告，不能说不知道。 我们首先应确认对方身份、了解对方来电的目的，如自己无法处理，也应认真记录下来，委婉地探求对方来电目的，就可不误事而且赢得对方的好感。 对对方提出的问题应耐心倾听，表示意见时，应让他能适度地畅所欲言，除非不得已，否则不要插嘴;期间可以通过提问来探究对方的需求与问题，注重倾听与理解建立亲和力是有效电话沟通的关键。 接到责难或批评性的电话时，应委婉解说，并向其表示歉意或谢意，不可与发话人争辩。 电话交谈事项，应注意正确性，将事项完整地交待清楚，以增加对方认同。 如遇需要查寻数据或另行联系之查催案件，应先估计可能耗用时间之长短，若查阅或查催时间较长，最好不让对方久候，应改用另行回话之方式，并尽早回话。以电话索取书表时，应即录案把握时效，尽快地寄达。 挂电话前的礼貌: 要结束电话交谈时，一般应当由打电话的一方提出，然后彼此客气地道别，应有明确的结束语，说一声“谢谢，再见”，再轻轻挂上电话，不可只管自己讲完就挂断电话。 (2) 办公室礼仪 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 1.分清哪里是公共的区域，哪里是个人的空间; 2.在办公室中要保持工位整洁、美观大方，避免陈列过多的私人物品; 3.在和他人进行电话沟通，或者是面对面沟通时，说话的音量应控制在彼此都能够听到为好，避免打扰他人的工作; 4.应该尽量避免在自己的工位上进餐，实在不可避免时，要抓紧时间，就餐完毕之后应迅速通风，保持工作区域的空气新鲜。 态度: 第一条 “礼貌”是员工对同事、客户的最基本态度;对同事要面带微笑，“请”字当头，“谢”不离口，“您”字挂嘴边;是公司接通电话时的必用语。 第二条 “精神”是员工必须保持的风貌;面对繁忙的业务活动，始终要展示姿态优美、意气风发、活力旺盛、信心十足的良好精神风貌。 第三条 “忠诚”是员工对企业必备的品质;有事必报，有错必改，不拉帮结派，不阳奉阴违，以企业的事业为己任，与企业同呼吸共命运。 第四条 “团结”是员工克服困难的法宝;同事间互助友爱，排忧解难，同心协力为创造企业内外和谐的环境而献计献策。 “协作”是员工正常工作的前提;业务配合，经营合作，管理协调， 第五条 一切以公务为出发点，以公事为重，不设置障碍，不扯皮、推诿，相互体谅。 第六条 “沟通”是员工增进理解的手段;企业员工的相互沟通是企业信息灵敏、反应迅捷的前提之一，加强与同事、客户的联络，可促使企业经济效益取得事半功倍的效果。 第七条 “效率”是员工按劳取酬的根本;提高工作效率，用最小的成本取得最大的经济效益、社会效益，是企业追求的终极目标，也是员工获得丰厚回报的基础。 第八条 “尽责”是员工为企业服务的准则;无论是经营业务还是内部管理，都应以公司制度为本，按岗位职责行事，依运转规程操作，发扬求是精神，把工作落到实处。 第九条 “威信”是员工体现综合素质的尺码;一切处以公心，一切服从大局，一切源于实践，一切心系基层，以赢得他人信赖和尊敬。 仪表举止: 第一条仪态 在办公室工作，服饰应以体现简约为主～ 第二条 举止 每天上班应以最佳的精神面貌出现于工作场合，工作时间内排除一切个人情poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 绪，以积极向上、热情乐观的工作态度示人; 上班坐姿要端正，切忌出现“趴、躺、歪”等不雅体态，站立要双手下垂或双手轻握放于体前; 部门之间、上下级之间、同事之间工作接触首先要点头微笑，相互致意后谈工作;到其他部门办事要先敲门，得到允许后方可进入;进出时脚步要轻，动作温和，切忌莽撞、粗鲁或不请自入; 对人要友善、和蔼;谈话要音量适中，以对方能听清为准，不得大声喧哗、嬉闹、争吵。 同事相处: 同事之间相处一切以工作为出发点，发扬团结协作精神、友爱互助态度;工作时切忌闲聊是非，更不可蜚短流长、挑拨离间破坏同事关系; 在请求同事协助工作时，应尽量使用敬语和谢语;若自行操作有专人管理的办公设备或进入特殊要求的场所，应事先征得同意，按专业操作规程工作; 工作时间应坚守岗位，不得扎堆闲聊，影响工作。 与会工作: 准时参加会议，并积极做好各项准备工作; 开会时应仔细倾听别人发言，并认真做好文字记录;切忌交头接耳，随意走动;举手起立发言，语言统一用普通话，发言时声音响亮，条理清楚，最好理出提纲，重点突出，简明扼要; 开会时不要吸烟，以免影响他人; 开会时应将通讯工具调至震动或关机。 (3) 接待来宾礼仪 接待来访者要平等待人，而不论其是否有求于自己。回答来访者提出的问题要心平气和，面带笑容。绝不能粗声大气，或者以拳头砸桌子来加重语气。 1.对光临公司的客户都应主动热情招呼入座，问明来意后，直接回答其问题，或请客户饮茶(水)稍候，以让有关人员接待;若相关人员不在或不便接待，应向客户委婉解释原因并请客户留言以便稍后处理; 2.如与客户初次见面，应视需要奉送名片，此时应将名片阅读方向面朝客户一方，用双手捏住名片的边缘以恭敬的姿态递给对方;接客户名片时应以双手承poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 接，并以专注神态认真阅视后当面妥善收好并言谢;若与领导一并接待或拜访客户时，则应在领导与客户交接名片后再视需要与客户交换名片; 3.回答客人的咨询和提问时应保持微笑的面容，以耐心、热情的态度予以专业解答; 4.任何员工在接待来访客户时不能谈私事或请客户帮私忙，更不能对客户有超越职权范围的承诺和显露出对公司和其他人的不满; 5.任何情况下都不能与客户发生争吵冲突。 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor