Summary of telephone department's work

Summary is to analyze and study the relevant situations in a certain stage, and make instructive experience, methods and written materials of conclusions, which can effectively exercise our language organization ability, so we should make a good summary and write a good summary. Have you figured out how to write a summary? The following is a summary of the work of the telephone department I collected for you. I welcome you to learn from it and hope it will help you. Job summary of telephone department 1

Job responsibilities of telephone department: responsible for outreach and coordination related to vacation and telephone business. Mainly reflected in: member service, hotel service, hotel expansion, dealer specification, dae cooperation and so on.

1. Member services

1. Cooperate with various departments * * * and complete the formulation of the content and process of Pengda Holiday Rights Member Handbook. The formulation of the membership handbook takes the essence of a hundred schools of thought and combines the best of vacations in the world. From the perspective of members, it fully integrates the ideas and concepts of marketing, service and process, and also fully embodies Peng Daren's vacation values and aesthetics.

2. Participate in the formulation of information of Pengda holiday members such as the Sales Contract for Pengda Holiday Products and the Off-take Contract for Pengda Holiday Rights.

3. Formulation of relevant specification documents:

1) Telephone Reception Etiquette of CPE

2) Language about Situation Specification

3) Collection of Customer Service Situation Telephone Problems

4) Telephone Call Back of Owners and Members

5) Question and Answer Record of Hotel (Apartment) Room Discretionary Operation Agreement- Design of relevant forms and documents for cpe members:

application form for CPE members' holiday exchange

application form for entrusted rental of CPE holiday rights

change form of CPE members' registration information

application form for weekly storage of CPE

design of CPE visitor card format

4. Training:

1) training in Rushan, study in Shanghai, Weihai Dawu and Wuzhen

2) the second training and feedback of the hotel's main management service personnel: customer service telephone answering specifications, member reception and service flow, introduction of dae and cpe, etc.

3) internal training and communication: find and solve problems once a week.

3) 1 times of series training on telephone answering etiquette and telephone marketing in the holiday network.

5. Warm service for members:

The improvement of warm service for members and the implementation of details are mainly reflected in:

1) Responsible for vacation consultation, hotel reservation, itinerary design, complaint handling and value-added services for members.

2) Timely implementation of scheduled air tickets;

3) SMS service: the first time after signing the contract, when receiving the membership information, after sending the membership information, birthday wishes, and reminding customers to save the week.

4) mail service: electronic birthday cards and weekly reminders.

5) Complaint service: Based on the service principle of attitude first, timely handling, reasonable guidance, minimizing major issues and minimizing minor issues, we pursue the service principle of win-win for Pengda, customers and distributors, and build an effective communication bridge between marketing and service, which is reflected in the flexible handling of various complaints in terms of serving customers in a reasonable, reasonable and timely manner.

6. Booking service

1. Booking work for holiday members.

a. Holiday reservation of hotels in the holiday member system, temporary reservation of dealers, assistance reservation of related customers, order change, order cancellation, etc.

b. Reservations, changes and cancellations of hotels joined by holiday members.

C. Reservations related to dae System Hotel as a holiday member.

2) Reservation of hotels in CPE system.

a. Join the hotel to book the Pengda Direct Hotel (change, cancellation, etc.).

b, Pengda members make reservations to join the hotel (change, cancellation, etc.).

c, joining hotels to book joining hotels (change, cancellation, etc.).

2. Hotel services

1. Formulation of relevant service processes:

1. Formulation of "Procedures and Specifications for Hotel Reception of Holiday Members".

2) the formulation of "management regulations on standard terms for answering telephone calls at hotel front desk".

3) Formulation of One of the Standard Terms for Reception of Telephone in Hotel Front Desk.

4) Formulation of Standard Terminology for Telephone Reception at Hotel Front Desk (Part II).

5) The formulation of "Member Service Evaluation Form" in Chinese and English gives customers a full say, and at the same time provides more substantive reference for our services.

2. Timely communication and coordination on customer reservation and feedback information.

3. communicate effectively with hotels and resorts in Pengda and cpe system, improve and standardize the service process and reception standards of members, and supervise the implementation and effect of various holiday member management systems.

3. Hotel development

1. The telephone department officially took over the hotel development work from September 2xx, and the original expansion plan was: one hotel per week. Up to now, 16 hotels have joined the cooperation. And formulated standardized documents and processes:

1) Design of various opening remarks (to meet the needs of different star-rated hotels and different levels of customers)

2) Different time periods, different hotels, Follow-up words for different positions

3) SMS blessing

4) email greeting

5) various versions of cooperation agreement

6) constantly updated hotel list

7) exquisite PPT

2. The standby list of hotels has reached thousands, and more than 5 hotels (resorts) have been contacted, and telephone communication and resorts have been conducted many times.

3. There are many ways to join the hotel: cooperation time, cooperation mode and flexible partners:

a. Cooperation time: 1 year, 3 years and 1 years.

b, cooperation mode: simple exchange of standard rooms, coexistence of various room types, refinement of replacement ratio, etc.

c, partners: single hotel (resort), group joining, network platform cooperation: established strategic cooperative relationship with Changyou 51, arsa, etc.

d, hotels (resorts) with good communication that can't cooperate temporarily for various reasons have also established the foundation of long-term cooperation, which is derived from future agreement cooperation hotels.

IV. Dealer specification

1. Cooperate with the establishment of a series of procedures and systems for dealers to join and follow up the negotiations of dealers. Knowing the hardships of dealer cooperation and negotiation, the hard-won signing of dealers' customers, and the illegal operation of sales staff in the process of dealer sales, we adopt flexible treatment methods such as "support, encouragement, cooperation, supervision, standardization, restraint and warning" in the cooperation with dealers. So as to form a one-stop supervision and standardized service process before, during and after sale. See more work summary of telephone department in 2xx years, work summary of community neighborhood committee in 2xx years, work summary of construction company in 2xx years, work summary of highway maintenance in 2xx years, work summary of old-age service center, greening work summary and work plan, annual work summary and work plan of Xinhua Bookstore, production work summary of oil production brigade

2. Daily contact work of dealers.

a, establish and supervise the implementation of a series of contact letters for different dealers at different times and with different problems.

b. Establishment of refund statement and refund application.

c, establish customer complaint files, and promptly urge all dealers to handle and improve them in time.

d, the establishment of rules and statements on invoice issues.

e, formulation, collation and analysis of daily, weekly and monthly reports of dealers.

f, inviting customers to consult on activities, consulting members' questions, handling complaints from various members, refunding and other matters.

g. timely review, record and standardize each set of contracts of the distributor.

v. cooperation with dae

trip to Shanghai in January and June: communication, study, training and in-depth cooperation on various operational processes of dae.

2. signing and supervising the implementation of the tripartite specification agreement among Pengda, dae and distributors.

3. The weekly deposit, supplementary deposit and adjustment of dae, and the weekly deposit of members in dae, etc.

4. Reservation, change, cancellation, etc. of dae member Pengda Direct Hotel.

VI. Other aspects

1. Formulation of the expansion plan and process of property right hotels.

2. hotel (resort) joining process and related forms.

3. Dealer joining process and application form.

4. act as general assistant, and provide various temporary outreach services.

communicate, learn, hand over, improve and cooperate with various distributors and timeshare cooperation units in various operation processes.

although the work of the department is trivial and complicated, the telephone department always focuses on one center and two basic working guidelines: "taking vacation as the center, taking member service and hotel joining as the basic points".

Looking back on the ` 2xx that is about to die, I can remember my hesitation, struggle, persistence and persistence, and my devotion to Dai Yue day and night. Now, along the way, when everything is a thing of the past, I ask myself: I am worthy of my heart and cpe! The telephone department and cpe depend on each other, * * * grow together, * * * experience wind, frost, rain and snow together. A voice shouted at the bottom of my heart: Today the telephone department is proud of cpe, and tomorrow cpe will be proud of the telephone department! ! !

the coming year of CPE telephone department will be a year of great ambition, and even more so. Every year, the flowers are similar, and the people are different. Now, the focus of the telephone department in 2xx is simply summarized as follows:

1. Taking vacation as the center.

1) always pay attention to the international and domestic macroeconomic situation, the future of the tourism and holiday industry and the development trend of the holiday platform.

2) swot analysis of various holiday network platforms, and reference of member services and extended services of each platform.

3) Pay attention to the future development of cpe and telephone department, so as to look at holidays, services and marketing from the unique perspective of telephone department.

2. Join the hotel with one hand.

1) formulation and implementation of hotel joining plan: make long, medium and short-term plans and specific policies for hotel joining in a planned and step-by-step manner. Organize and launch a series of joining development plans according to the tourism and holiday characteristics of major, medium and small cities.

2) The flexibility of hotel joining mode and the exploration of innovative cooperation mode.

3) renewal and long-term cooperation negotiation with cooperative hotels.

4) Check, analyze and summarize the hotel statement in time.

5) Establish the implementation plan of multi-channel cooperative hotels, and lay a variety of cooperative networks of cpe hotel alliance.

3. Pay attention to member services.

1) discuss and cooperate with various tourism systems related to members' vacations, so as to provide all-round and multi-channel value-added services for holiday members.

2) Prepare detailed membership service system process and work standard details.

3) establish a member service quality evaluation system, and comprehensively supervise and manage the member service process, service quality and service results.

4) Regularly playing, analyzing, language and specification of service details of answering service calls.

5) Improve customer demand analysis, and develop feasible solutions to improve customer satisfaction.

6) the launch of CPE wonderful holiday.

7) timely communicate with the directly operated hotels and affiliated hotels, collect and sort out the feedback information of members, and urge the hotels to carry out effective rectification, so as to truly provide higher quality services for holiday members.

4. Department construction

1) Establishment, training and assessment of holiday member service team, and training of reserve force and telephone talents.

2) daily management, training and operation of customer service department.

3) Formulate and improve the management system of customer service department, standardize and improve job responsibilities, and optimize the customer service process.

4) control the quality of customer service and improve customer satisfaction.

5) Relevant preparations for the opening of Tangshan Store: personnel recruitment plan, training plan, work plan, etc.

6) Training plan, reward and promotion plan for telephone personnel.

7) arrangement of specification documents of telephone department, production of slides, etc. Summary of the work of the telephone department 2

2xx is a year of connecting the past with the future, a year of accumulation, a year of self-reliance, self-improvement and hard struggle, and a year of frequent good news. In the era when the Internet is prevalent, and the holiday industry is competing for hegemony today, it has created a legend of the holiday industry with millet and rifle under extremely difficult background conditions, thus achieving an immortal journey ...

The telephone department has spent more than a year with * * *, and looking back on the 365 days and nights that have passed, I feel a lot in my heart.

The telephone department will briefly summarize the 2xx Pengda holiday trip as follows:

Responsibilities of the telephone department: responsible for outreach and coordination related to holiday and telephone business. Mainly reflected in: member service, hotel service, hotel expansion, dealer specification, dae cooperation and so on.

1. Member services

1. Cooperate with various departments * * * and complete the formulation of the content and process of Pengda Holiday Rights Member Handbook. The formulation of the membership handbook takes the essence of a hundred schools of thought and combines the best of vacations in the world. From the perspective of members, it fully integrates the ideas and concepts of marketing, service and process, and also fully embodies Peng Daren's vacation values and aesthetics.

2. Participate in the formulation of information of Pengda holiday members such as the Sales Contract for Pengda Holiday Products and the Off-take Contract for Pengda Holiday Rights.

3. Formulation of relevant specification documents:

1) Telephone Reception Etiquette

2) Language about Situation Specification

3) Collection of Customer Service Situation Telephone Problems

4) Telephone Call Back of Owners and Members

5) Q&A Record of Hotel (Apartment) Room Discretionary Operation Agreement-Milk Design of relevant forms and documents for members:

application form for member vacation exchange

application form for entrusted rental of vacation rights

application form for change of member registration information

application form for weekly storage

design of format of weekly storage card

4. Training: