How to effectively carry out customer service management

How to effectively carry out customer service management
The customer is the key to affecting the survival of the hospital, the most strategic resource of the hospital, and the customer group that customer service should pay attention to. The following is the management of valid customer service management. I hope everyone will read it carefully!

. How to judge big customers?
1. History consumption is durable.
2. Cumulative consumption amount.
3. Cumulative consumption times.
4. Customer consumption frequency (with evaluation of week, month, quarter, etc.).
5. Cumulative consumer projects.
6. Cumulative “Old Belt and New” is introduced to the number and number of people.
7. Cumulative activity participation and activity performance contribution.
8. Customer complaint feedback suggestions and directions.
. Customer group classification
1. According to the customer’s basic information, the above historical performance data will refine the customer.
2. Customer management reference: 1-8 main aspects of the “one” to distinguish the value of each customer group, and the turnover and profit space that can be excavated.
3. Refined customer classification: big customers (VIP customers), major customers, ordinary customers, general customers, potential big customers.
4. Analysis lists the five most common needs and 5 major pain points of each customer group, and the customer service management is carried out in targeted.
. How to manage big customer service management?
1. Formulate big customer standards and screen out 20%of large customers.
2. Improve the basic information of large customers again, and statistical analysis of the consumption behavior of large customers.
3. Make demand analysis for large customers, develop beautiful projects, and tailor -made activity plans. Specific to each big customer.
4. Establish a risk management system for big customers to control the loss rate and re -saving cost of the big customers.
5. Discover and discover the needs of large customers. For large customers upgrade beautiful project management, optimize the combination of beauty projects, and meet diversity needs;
6. Maintain good communication with large customers, maintain a good sense of trust This is very important!
7. Big customer Huili management solution, regularly releases the feedback from big customers. These Huili cannot be enjoyed by other customers of our hospital, and it is not enjoyed by customers in other hospitals. The status of customers increases the stickiness of large customers.
8. Cultivate the loyalty of big customers and optimize the work for a long time.
4. Specific method steps
1. Segment the customer department work, and establish a large customer service team and evaluation mechanism.
2. Carry out the responsibility system for the management of large customer service, and implement it in detail to the customer service supervisor and the big customer service commissioner.
3. The hospital provides special policies and channels for large customer service to reduce communication and collaboration costs.
4. Analysis of the core data of large customers on a regular basis.
5. Customized activity plan for large customers.
6. Personalized service solutions for large customers.
7. Big customers return visits to follow -up plan.
8. Big customers refer to the Huili plan.
9. Interchange circles of big customer clubs and ladies.
. The key factor affecting the quality of the service management of the hospital of the hospital
1. The surgical effect.
2. Service quality, the feeling and Huili of big customers.
3. Exchanges and trust between hospitals, full -time customers and large customers and customers.
4. The impact and intervention of competitive peers.
5. The formulation of large customer standards, whether to effectively screen high -quality large customer groups at the beginning.
6. The management of big customers, whether there is a step -by -step large customer loss emergency strategy.
7. Is it consistent?
6. Factors affecting loyalty to big customers
1. Satisfied consultation experience.
2. Conflict between the concept of customer consumption and hospital operation.
3. Effective interactive communication.
4. Unique service, grasp the feeling and Huili.
5. The participation of customers in the plan design every time.
6. The relationship between the relationship between the customer and the hospital, the harmony and satisfaction of the front desk, customer, scene, doctor and other nodes.
7. Service innovation, innovation of beauty products, initiative and diversity!
8. The rhythm, cycle and strength of the service management of large customer service.
7. How to improve the loyalty of large customers?
1. Preferred: Big customers give priority to enjoying the experience of new product experience and invited experts for face -to -face consultation.
2. Professional: improve the level of large customer service management; customer service, site, doctor, business management.
3. Huili: In addition to the surgical effect, it is the customer’s consultation and Huili enjoyment. It is necessary to learn to give gifts!
4. Policy: The hospital considers the work of the management of big customers to formulate a reward plan for the “old belt” of the big customers.
5. Activity: Tailoring activities for big customers.
6. Morning: As much as possible, the person who is equivalent, serving big customers, can be packaged, and professional literacy must be excellent.
7. Experience: salon, courtyard celebration, noble club, etc.
8. Persistence: consistent, the big customer service management system does not often change because of personal preferences and personnel flow.
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