Summary of customer service after loan 1
I joined the shopping mall on xx, XX and started my new work and study process. In these four mo
Summary of customer service after loan 1
I joined the shopping mall on xx, XX and started my new work and study process. In these four months, I have gained a lot and felt a lot. The work at this stage is summarized as follows:
I. Functional work
At this stage, the customer service supervision department has two main functions. One is to continue to do a good job in the service desk, and the other is to initially take over, learn and carry out supervision. As a member of the customer service supervision department, my work mainly focuses on these two aspects.
1, service desk work
There are many work processes and skills in the service desk, and the principles are relatively strong. In this stage of work, I learned the operation of various systems at the service desk and the process of dealing with problems. Now I can do all the work of the service desk independently, and I have done careful thinking and research on the work of the service desk. I think the work of the service desk should be refined and expanded, and the service fields and functions should be further expanded in combination with the competitiveness of our commercial building. The specific content will be detailed in the 20xx work plan.
2. Learn the work content of the shopping mall.
At the beginning of August, the company arranged for me to go to Kaiyuan to inspect the basic problems of supervision work. I spent two days observing the supervision of Kaiyuan in detail, and got a basic understanding of their work contents, methods and scope. On August 3rd, I began to prepare the preparatory materials for the supervision department. This task is very stressful for me, because I just arrived at the mall and know nothing about it. With the encouragement and support of Manager Zheng, and with the help of my colleagues in the network and shopping malls, I completed the planning scheme for the establishment of the supervision department on August 6th. In this process, I learned a lot and broadened my horizons greatly.
On August 8, 20xx, the company's competitiveness building activities began. During this period, Manager Zheng took me to practice in various departments, inspected and studied in the store, and slowly began to work in the store. Although very confused, but very substantial. Because I can come into contact with some new things every day, the gains are accumulated in my mind bit by bit, and I gradually have a recognition and affirmation of xx from my heart. And I have a vague but realistic goal for myself, study hard all kinds of knowledge in shopping malls, and promote the better development of xx with my own strength.
3, preliminary involvement in the shopping mall work stage.
After a period of study and application of the competitive construction scheme, with the joint efforts of all employees, the store environment has changed obviously. In order to investigate workers' understanding and implementation of service competitiveness, I assisted Manager Zheng to have an in-depth discussion with employee representatives. During the discussion, the employees raised various problems and situations, and I summarized and recorded them one by one to seek solutions and ways. The process of solving problems is a learning process. At this stage, I have a deep understanding of employees, companies, customers and customers, which points out a way for my future work.
My goal and direction are gradually clear, and I know how I will work in the future. Later, under the leadership and guidance of Manager Zheng, he went deep into every corner of the shopping mall, seriously investigated and dealt with some illegal acts with backward implementation, and consolidated and extended the training content of competitiveness building. To a certain extent, I have seriously strengthened the style and discipline of shopping malls and laid a good foundation for future work.
4, self-work development stage
/kloc-in September of 0/6, the customer service supervision department was established. Under the leadership of Manager Yin, I started the tasks and work assigned by the company with expectations and visions, and fought side by side with four other colleagues at the service desk. During this period, we work around the correction of labor discipline and basic behavior of employees in the store. After the busy celebration and National Day, we planned and organized the "xx Shopping Mall Service Improvement Month" activity. Under the coordination of company leaders, the rectification month finally became a rectification activity, and the implementation period was adjusted immediately with the rectification situation. This activity strengthened the maintenance and implementation of the requirements and commitments in the competitive construction stage, and strictly investigated the bad atmosphere and habitual behavior in the store in view of the inspection and rectification.
The service rectification plan requires all departments to write a summary of their own service rectification activities on June 25th 1 1.25, and requires each employee to write a summary of their own feelings or service rectification activities on June 25th 1.65438. In the personal summary of employees, 99% of employees agree with this rectification activity, and about 60% of employees think that there are still many blind spots in the previous rectification, which need to be further refined and strengthened. About 80% employees have a deep understanding of service and service creation from awareness of behavior to their own requirements. 20%-30% employees compare their performance with their colleagues during the rectification period, analyze their performance on the basis of the comparison, and finally make a vision plan for their plans in the next service rectification process and express their determination. About 60% employees carefully reviewed and audited their service commitments, during which they described the application of these commitments in detail, improved their knowledge and understanding of service creation schemes, and urged and checked the application of these measures in their daily inspections.
Summary of post-loan customer service II
At the beginning of 20xx, I was honored to be a member of the customer service center. From the day I entered the customer service center, I regarded it as my home. Every employee in the center is a relative, and I know their personalities and interests like the back of my hand. The following is a summary of personal annual work of telephone customer service.
In the past two years, I have embodied my love in the smallest details of my life and integrated my true feelings into every link of my work. From the perspective of love, mutual understanding and sincere treatment have won the respect and recognition of employees. This is the greatest wealth in my life! I am proud to be the friendliest team in the company, and I am proud to be a member of an excellent team!
First, pay attention to the service concept and team culture construction of the customer service center, and strive to build a cohesive and effective learning team.
The so-called team is simply understood as a group of people in a specific range, but should be a group where everyone works together for the same goal and voice. Whether this group is United, cohesive, learning from each other and sharing knowledge determines the combat effectiveness of the team and is one of the key factors affecting the development of a unit or department.
I know very well that even the best manager's personal ability is limited, and everyone's wisdom is unlimited. How to design the internal culture of the customer service center, inspire every employee to love and work hard, and build a cohesive and fighting learning team, so that every employee has a sense of belonging and professional pride. This is my pursuit and goal since the establishment of the customer service center.
X is the most difficult factor in company team building. There is a big age difference among employees in the center of the company, the employment methods are not uniform, the wages are low, the work is cumbersome and stressful, and the personal quality requirements are high. It is common to be wronged at work. "The customer service center is a firewall operator and a fire extinguisher." This is the real writing of daily work. As usual, it is called "the customer service center is the center for gathering contradictions and overcoming difficulties at home." This is the case. How to relieve the pressure of employees in this situation?
Management is an idea, a service and an artistic inspiration. It is closely related to daily management and team building. The incentive work of customer service center includes human resource management. Sex also has its particularity. As we all know, the development of any unit is inseparable from the creativity and enthusiasm of all employees. Although material incentives are still an important indicator to measure employees' own value, in fact, under certain circumstances, the role of spiritual incentives exceeds the significance of material incentives to a certain extent. I think, with motivation, expectation, sprint and sense of identity, there will be a sense of belonging. Based on this concept, we will take incentive measures in the daily management of X. Facing all employees, I pay attention to every employee's progress bit by bit, flexibly use a satisfied smile, an approving look and a positive word, so that employees can "serve warmly and make progress every day", attach importance to employees' appreciation, shape their accumulation bit by bit, form a team, and ensure the continuous improvement of the overall service level of the center and the smooth completion of various goals.
I often warn and encourage my colleagues: facing the market and customers, it must be the best to stand up and represent Suizhou Telecom!
The second is to refine the quantitative performance indicators of basic management and create a fair, just and open assessment atmosphere.
Benchmarking should be oriented, management should be refined, indicators should be quantified and evaluation should be fair. This is my simple summary of the daily management of the customer service center.
Boldly implement the positive-oriented performance appraisal spirit of the branch, divide the work according to the actual situation of the center, formulate job responsibilities respectively, set performance appraisal indicators for each employee, set high-quality services, and put forward specific requirements and standards for each employee while refining and quantifying the work tasks, so that each employee can bear the responsibilities accordingly, objectively evaluate others, mobilize the enthusiasm of employees to the maximum extent, and create a positive and competitive atmosphere.
How to prevent employees from losing control of their self-emotion in the process of service and having a negative impact? Stimulating employees' enthusiasm for work and study, and enhancing employees' post identity and loyalty to enterprises are practical problems that I often think about and need to solve.
Summary of customer service after loan 3
Time flies, and before you know it, it will be the end of the year. It takes a lot of time and energy for a new customer to make a transaction, but it is different for an old customer. Because they know our services and products, as long as they are satisfied, they don't need to ask more, so they will go shopping by themselves.
Therefore, maintaining old customers is our important task. Taobao's constant revision in recent years has also provided many new functions for sellers, and also noticed the importance of maintaining old customers, so it specially launched software for sellers to use, so that sellers can easily use Taobao tools to contact buyers and increase their feelings with buyers.
First of all, Want Want sends a message.
Ali Want Want is not only a tool for buyers and sellers to contact and exchange problems, but also one of the important tools for buyers and sellers to contact their feelings. With Alibaba Want Want, buyers can be added as contacts in groups, and messages can also be sent to buyers in groups. If there are new products or promotional activities, Alibaba Want Want's mass sending function can quickly notify buyers.
Second, send messages in the station.
It is also a way to contact the buyer by informing the buyer of the update of the store at any time through the letter in the station. The letter in the station is similar to Taobao's email function. We can send blessings on special festivals or buyers' birthdays through letters in the station, which will make buyers feel our goodwill, not only enhance the feelings between sellers and buyers, but also make buyers always support our store. If both buyers and sellers are unwilling to go further, they may only be able to maintain a pure business relationship. But if we are enthusiastic, we will try to get close to the buyer and make friends with the buyer, then I believe that the two sides will not be limited to business relations, and the buyer will always support us.
Third, Ali online shop version.
Ali Online Shop Edition is a good assistant for sellers. Sellers above Samsung can apply to open Ali online shop version. Compared with the regular version, the online shop version has many functions that can help sellers better manage their stores, organize their treasures and contact buyers. Through the customer page, you can check the purchase quantity and amount of the buyer, which helps the seller to contact the buyer. Cheek can be set as the buyer's preferential amount, etc. And you can also check the buyer's transaction, transaction ratio and amount.
Fourth, SMS.
Mobile phone is a communication tool used by most people, and it also has the function of mass sending. We can generally accumulate the phone numbers of buyers, record the names, preferences and birthdays of each buyer, and then send a blessing message on the buyer's birthday, or send a message to the buyer according to the buyer's preferences when the buyer purchases for the second time.
I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.
Summary of customer service after loan 4
As soon as I set foot on the post of telephone customer service, I firmly believed that I could do this job well. Maybe I think this job is too simple and I think I can do it well, but I don't realize that what I do is simple, but it is really difficult to do it well. Over time, the accumulated business repeats "hello", "sorry" and "thank you" hundreds of times every day. The original vitality has been dull, and the novelty no longer exists. After a year like this, I was moved by colleagues who were often praised and excellent customer service staff around me, so I strengthened my study and humbly asked my colleagues. Finally, with the help of my colleagues and my own efforts, my service has been improved and my efforts have been rewarded.
After this year's work, I think to do a good job in telephone customer service, we must do the following:
First of all, we should adjust our mentality, adhere to the principle of customer first, and treat every customer with a kind and thoughtful service concept. Let users come with doubts and get explanations. At this time, a heartfelt "thank you" from customers will give us great joy, and this joy is also the motivation to receive every user. Only in this virtuous circle can we really do a good job.
Secondly, we should have enough patience and good temper. Because some customers are difficult to communicate, sometimes because customers' expressive ability is not strong, it is difficult to communicate invisibly. Some customers even yell at each other as soon as they get through the phone, so we should have enough patience and temper, serve with heart and talk with a smile. I believe that the other party thinks that you are serving with heart and can promote the solution of the problem.
Again, be careful 12 points. Because if you are not careful, you will bring a lot of trouble to others and yourself.
Fourth, the terms of service should be standardized. We can't talk casually as usual. It may be difficult to say those service terms naturally at first, but after a long time, we can say that context naturally.
Fifth, study business technology hard, enhance communication skills and skills, master various businesses and related regulations within the scope of transfer, and constantly strengthen their own learning.
Sixth, actively cooperate with colleagues, be modest and courteous, take the overall situation into account, prioritize and ensure key points.
Finally, we must do a good job of reflection. At the end of each day's work, summarize what I neglected in the day's work and remind myself that I can't make the same mistake tomorrow.
Although the telephone customer service work is hard, I think that as long as we can always do the above points in our work, we can make our work handy and truly become a happy and qualified telephone customer service.
Summary of customer service after loan 5
As a Taobao customer service, I am busy this year. In this year, I also finished my work well and learned a lot of work skills, which can be said to be very good. The new year's work is about to begin, and I am ready to meet the new year's work. Now make a summary of my work this year and make a reflection at the same time, so that I can make greater progress in my work in the new year.
I. Work completion
This year, * * * received X customers, of which x% reached the order. The busiest time this year is three periods, Taobao 6 18, Double Eleven and Double Twelve, during which I can be said to be in a hurry to finish my work. I am always busy from morning till night, feeling very tired, but I also finish my daily work well. In fact, I think Taobao customer service should be the most tiring and difficult work in customer service, because we need to know all the information of the goods in the store in order to solve the customer's problems. Fortunately, I rarely fail to answer this year, which can be said to be a good completion of my task this year.
Second, the work performance
At work, you will inevitably meet some unreasonable customers or customers who are very difficult to talk to. You should first adjust your emotions and don't bring them to work. This will not only solve the problem, but also lead to fierce contradictions with customers. No matter what attitude the customer has, I always communicate with the customer with a good attitude. Although I can't control my emotions sometimes, I can keep a good attitude, and I can't talk back no matter what the customer says. In this respect, I think I have done quite well, at least in my own opinion. Although there will be customer dissatisfaction, there is no way.
Third, New Year's resolutions.
In the new year, I still maintain a good working attitude and actively learn some new things, some communication skills with customers and some knowledge about work. Be familiar with all the goods in the store and recommend suitable goods according to customers' needs, which can effectively improve customer satisfaction and reduce many disputes. There are also many problems in our work this year. In the new year, I will strive to improve my working ability and make myself an excellent customer service. There is still a gap compared with others, so we must work harder in the new year. I believe I can make progress in the new year.
Summary of customer service after loan 6
First of all, thank you very much for trusting me and giving me a chance to realize my self-worth. I have been working very hard since I started working as a customer service clerk last month. Here, I will summarize my work during my tenure as Customer Service Specialist as follows:
I. Job responsibilities:
1, do a good job in answering the phone and receiving visitors from the customer service department.
2. Assist other departments to do some civilian work, as follows:
(1) Salary callback and training callback;
(2) Filing, transmission, return and storage of documents;
(3) Collect monthly meeting data, summarize and tabulate;
Second, the problems encountered:
In this nearly a month's work, I am not clear about many actual work processes of the company. Customer service department: I don't know much about the company's business and products, and I don't know much about the information of each district. If you ask about the address information of nearby branches, you can't answer them. Because the data of monthly meetings are obtained from many people in various branches, besides the untimely uploading of data, there will also be personnel errors and changes, which will lead to frequent data changes and seriously affect work efficiency; The company's oa system is still in the stage of learning and exploration, and its understanding is not deep enough. ,
Third, how to improve:
Understand the company's related workflow, and ask the experienced leaders and colleagues for advice in time if you don't understand the problems, so as to learn from them. Give yourself more opportunities to exercise, accumulate new experience in your work, and let yourself grow rapidly in your future work. I also hope that the relevant personnel of each division can upload the data needed for the monthly meeting in time and accurately, and complete the work assigned by the superior efficiently!
Four. Goal:
The focus of May's work is to be familiar with the company's relevant information and processes, mainly from erp and online access to resource information to learn. Finish all the work independently. The other is to cultivate competition consciousness and innovative ideas: competition consciousness is the driving force to promote individuals to study hard and consciously improve their professional quality, and it is the driving force to break the outlook on life of being content with the status quo, resigned to fate and relying on others. We should always maintain a positive and enthusiastic attitude, and "diligence can make up for the shortcomings" is the compensation between personality and ability; "Practice makes perfect" means to improve one's ability through activities.
Please criticize and correct me in your future work. I will do a good job every day with my own practical actions and strive to grow into a useful talent for the company.
Summary of customer service after loan 7
Days pass faster and faster, especially after I come to xx Real Estate Company for probation, I can't wait to break one day into two. But this is impossible, so I can only cherish every day spent in the probation period. Now, I have finished my six-month probation. Facing the past six months, I have no regrets. I only have a lot of nostalgia. So I'll write a summary of this probation period and become a full member with the leader.
Since I missed it, that means I still have expectations. This is indeed the case. I look forward to the day when I come to work in the company every day. I look forward to the excitement and excitement after each work. I look forward to the day when I discuss the plan with my colleagues and work overtime. These days have given me the motivation to live and the courage to face difficulties and challenges. Can't this prove my love and loyalty to this job?
During the probation period, my job is to be responsible for some work of the company's front desk customer service. Although this job is not complicated, I like it very much. The first thing to do when you come to the company every day is to remember your responsibilities. First of all, clean up the post area at the front desk, distribute the documents of various departments, and tidy up all the things of the company. Then stand on your post again and greet customers who come to consult questions and handle business with a good attitude and warm smile. Facing their questions, I want to answer them professionally and serve them patiently. Give them the best experience and feelings.
In addition, our customer service not only receives customers, but also makes xx return calls and sales calls every day. Faced with the requirements of this task, I also completed it wholeheartedly during the probation period. Although the performance has not yet reached the standard, every time I finish a performance, I feel a sense of accomplishment.
Maybe my ability is not as strong as other interns, maybe my experience is not as much as my predecessors, maybe I am not good enough and witty enough, but I think this is only temporary, and time will change all this. And I believe that as long as I am willing to work hard and make progress, then these are not problems. I just lack a platform and an opportunity. And the company happens to be my platform and opportunity, so I hope the leader can give me the opportunity to become a full member, so that I can realize my dream, self-worth and self-breakthrough. I have confidence, perseverance and patience. I will stick to it. I believe my future in the company will be bright.