客服部工作流程（Customer service process）.docVIP

客服部工作流程（Customer service process） 1. data collection. In the companys day-to-day marketing work, the collection of customer information is a very important task, it is directly related to the companys marketing plan can be achieved. Customer service information collection, request the customer service commissioner to carefully extract customer information files every day, so as to pay attention to the development of these customers. 2. data arrangement. The customer information file from customer service specialist will be sent to customer service supervisor, arrange information collection by customer service supervisor, analyze and classify, assign special personnel to manage all kinds of data, and request daily update in time to avoid missing. 3. data processing. The customer service supervisor is assigned to the relevant customer service officer in accordance with the principle of balancing the number of customers and the ability to take care of the business. Customer service specialist should be in charge of communication with customer within one week, and make detailed record. Two. Make occasional visits to different types of customers Customer needs are constantly changing, through visits not only to understand the needs of different customers, marketing consulting, can also find their own lack of work, timely remedy and adjustment, to meet customer demand, improve customer satisfaction. Ways of call back: telephone communication, e-mail communication, short message service, etc. Return visit process From the customer file to visit the unified customer information, after finishing the statistical distribution to each customer service by phone (or email etc.) to communicate with customers and carefully recorded every customer return results fill in return record form (this table is the information carrier visit activities), the final analysis results return and write a summary report, final data archiving. Return content: 1. ask customers for their comments and