如何做好服务工作

如何做好服务工作 从细节入手，从客户感知出发，提升服务便捷性 随着移动客户规模的高速增长，一季度开门红促销优惠的力度不断加大，到营业厅办理业务的客户量也随之增多。营业厅台席少、人员不足、客户排队等候时间长等成为影响客户对移动服务感知的瓶颈问题。市区分公司按照公司客服中心工作，转变服务观念，深入推进客户导向服务管理体系建设，增强服务支撑能力，优化服务考核体系, 提高客户关系管理水平, 加强投诉和营业厅两个主要触点的服务水平，努力改善客户全过程服务感知的提升。 主要从以下几个方面进行服务提升: 一、强化营业厅基础服务能力建设，提升服务能力 1、多种服务督察模式，助力服务质量提升 市区分公司每周至厅实地检查并现场写出通知单，结合服务视频监控、业务素质拨测督察模式，全方位、多纬度做好服务督导提升工作，有效提升人员服务的规范性和自觉性。 2、转变工作思路，增强服务提升指导 从“重检查”到“重指导”转变工作思路，加大营业厅现场检查的指导力度。在做好营业厅各层面人员有效沟通的基础上，根据神秘客户暗访、明查、客户满意度调查等成绩对营业厅服务状况进行分析，找出服务优劣势项目，制定个性化的服务质量提升。同时，通过“互动式服务培训”、“情景模拟课堂”、专项提升培训、驻地辅导等培训模式，提高服务人员的主动服务和主动营销意识。 3、利用经分支撑，促进营业厅服务量化管理 the departments focus on Office, actively carry out visits construction problem-solving public policy advocacy, and properly handle various types of petition cases, a total of 289 reception process petition cases and 2132 (times). Attach great importance to safety educationstrengthening the work of letters and calls and security, closer links between the Government and the masses. In order to do the work of letters and calls, and to solve problems for people, our Government Affairs Hall reception of letters and calls into established municipal government reception day system and leadership standing reception of letters and calls system, take advantage of the Government Affairs Hall 有效利用经分中的服务数据与实际服务工作相结合，对排队等候、故障维修时限、服务便捷、短信评价满意率等指标进行重点监控，通过经分数据深入量化分析影响客户感知的短板，准确定位影响客户感知波动的关键因素。营业厅使无形服务向有形化转变，切实提高客户感知和客户满意度，对优化流程、人员岗位合理配置、内部管理等方面有针对性地进行改进和提升， 4、服务过程有形化，固化人员服务行为 利用服务工具“三主动”、“六定模式”、各岗位服务流程等管理工具将整个服务流程进行化、统一化，并形成服务流程脚本让无形的服务转化成有形的流程，通过有形化的服务管理模式最大限度的提升营业员的规范化服务，提升使营业员服务技能，提高工作效率的目的。 存在主要问题 一、基础服务尚不扎实 1、基层服务管理人员服务管理意识淡化，服务不规范行为、业务解答出错频繁出现，严重影响了营业厅服务质量。 2、服务支撑工作不明确，解决流程长，致使影响服务的深层次问题长期存在而得不到根本解决。对于营业厅在服务方面的分析、提升培训、短板改善服务提升方面的指导意见与建议做的很不到位。 3、在营销活动较多时，现场监督、引导分流等方面的管理不能the departments focus on Office, actively carry out visits construction problem-solving public policy advocacy, and properly handle various types of petition cases, a total of 289 reception process petition cases and 2132 (times). Attach great importance to safety educationstrengthening the work of letters and calls and security, closer links between the Government and the masses. In order to do the work of letters and calls, and to solve problems for people, our Government Affairs Hall reception of letters and calls into established municipal government reception day system and leadership standing reception of letters and calls system, take advantage of the Government Affairs Hall 及时跟进，导致营业厅服务水平不能保持，且出现排队等候时间超时 现象等问题。 4、营业厅信息宣传重点不突出，宣传规范执行不到位，宣传内 容不易于客户接受。 the departments focus on Office, actively carry out visits construction problem-solving public policy advocacy, and properly handle various types of petition cases, a total of 289 reception process petition cases and 2132 (times). Attach great importance to safety educationstrengthening the work of letters and calls and security, closer links between the Government and the masses. In order to do the work of letters and calls, and to solve problems for people, our Government Affairs Hall reception of letters and calls into established municipal government reception day system and leadership standing reception of letters and calls system, take advantage of the Government Affairs Hall