1 telephone customer service work, quickly summed up the years. Unconsciously, I have been working in Yi Ming Dairy for one year, and have been engaged in customer return visits and baby-care hotline consultation in the customer service department. Looking back now, it's like when I applied for the customer service department of our company yesterday, but during this time, I learned a lot and matured a lot.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. In fact, the customer service staff in the infant dairy industry also need to know a lot of knowledge, such as nutrition, baby care, communication skills and so on. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
It is a must for every customer service nutritionist to pay regular health visits to old and new customers in Yi Ming. Facing the repetitive work every day, we nutritionists should do our own jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about and give customers the most cutting-edge information, such as hand, foot and mouth disease, according to the different months and seasons of the baby. The latest parenting information and the fastest information trends, give special feeding guidance.
Compared with telephone call back, answering the 400 hotline has made me more patient, and in character, it has also let me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.
I remember one time, still fresh in my memory, when a male client called and answered the phone, it was a fierce "barrage". Companies do activities in the local area, and there will be gifts when they buy a certain number of products. At that time, the sales staff informed that the gifts were temporarily distributed, and an iou was given, which will be replenished later. But when I came back, I saw my friend also participated in the activity, but he was able to get the gift, so the male customer went to the supermarket without asking about the situation. In the process of communication, he kept repeating how noisy he was when he went to the supermarket, and how he would damage Yi Ming's reputation if he didn't get the gift right away. I have always stressed the need to use force against the shopping guide, and I have repeatedly confirmed who answered the phone here.
The more customers talk, the more excited they are, and their emotions are out of control. They said that if they didn't receive gifts again, they would come to the company to find trouble, and the end would be the same as the shopping guide. Because I was worried and angry, my voice became stiff and louder. I can't say anything I brew. I have been trying to persuade him not to go to the shopping guide, and the other party simply doesn't listen to the explanation. On the other end of the phone, I was confused by the point. Not only did I suffer indignities, but I didn't appease my customers. Afterwards, under the leadership's prompt and guidance, I realized that the incident was not handled properly, which made me realize that the most basic condition as a customer service staff is to handle all kinds of complaints from customers calmly and rationally.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible. When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The market in Yi Ming is getting bigger and bigger, more and more customers choose Yi Ming, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. So, we used our spare time to study baby feeding, baby growth and early education, pregnant mommy books, and consult relevant maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only the guidance of feeding knowledge, but also the complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and communicate with each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.
Summing up less than half a year's telephone customer service work, I have a deeper understanding of the work. Work is to complete the corresponding work in a certain position in the organization. If you can create great value in that position, you are an excellent employee.
After two months of customer service and two months of telephone call back, I feel that I have gradually improved my ability to establish relationships with strangers. I am very grateful for these changes brought about by my work. In particular, some customers said that they like chatting with me and like my voice very much. I feel very satisfied and it feels good to be liked by others. At first, I didn't know how to communicate with customers, and I didn't know how to establish a good relationship with customers quickly. But after two months, I began to understand how to establish a sunny and enthusiastic customer service image with my own voice, and gradually learned some communication skills with customers. For example, when giving advice to customers, you can't deny their work and behavior, which will easily lead to their resistance. It's best to praise them at the right time, so it's easy to get them to talk. Once they broke through their psychological defense, everything became easy to say. In addition, customer service must not sell products to customers as obviously as sales, otherwise there will be resistance, and this sales promotion will end in failure. The ideal state is to make friends with customers. When they completely trust themselves, they will ask us to buy products when needed. Therefore, the role of customer service should be to maintain a good relationship between the company and customers, solve problems for customers, and constantly improve customer loyalty to products.
In my present position, besides learning to deal with customers, I also slowly applied some basic knowledge of data processing to my work, which made me feel very happy. But at work, I have to learn to cooperate with the team. I must learn to communicate with my colleagues, accurately understand their needs, and define the completion time of my work, so as to ensure that my work is effective, otherwise it will delay my colleagues' work and reduce my work efficiency.
I like my colleagues very much. Everyone is young, cheerful and easy to get along with. But I think people with red personality have a shortcoming, that is, they don't pay attention to controlling their working hours, and their work efficiency is not very high. It is a pleasure to have a relationship with such a colleague, but it is easy for me to pay less attention to the results, which I should pay attention to.
3 telephone customer service work summary these three years, there are pains and tiredness, laughter and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the KPI assessment, he was rated as an excellent customer representative every month. In 2006, as an outstanding representative, I was sent to * * for affinity training. In 2006, I was arranged to go to ** 10000 for exchange study, during which my suggestions were adopted by the leaders many times. Because of his outstanding achievements, he was rated as an outstanding employee of 20XX. I have a wide range of interests in entertainment. Love writing. Last May, a valuable advertising slogan was adopted in the solicitation of telecom product advertisements. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable and unreasonable. At the beginning of dialing the wrong number, the mood of every day will change with the things they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. * * So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone.
I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? Strictly abiding by > rules and regulations is our guideline, but at this time, the interests of users may also be harmed. In the customer's words, with such a heavy word guaranteed by my personality, I immediately said: Sir, I believe you … and wrote down his personal ID number in detail, telling him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers and companies >; When rules and regulations conflict, are we more concerned about users or afraid to take some responsibilities without harming the interests of the company? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes is by no means a statement of "Sir, I can understand your feelings", but a sense of responsibility and good judgment and execution are needed to truly realize customers' wishes and enhance the company's service quality and service image.
This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
4 telephone customer service work summary Although I haven't worked in xx for a long time, I have learned a lot of new knowledge and technology, and I have contacted the work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.
Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was 53 customer service. I'm not very satisfied with my performance, because I didn't finish these two things well. Here is a detailed explanation of the completion of this work:
First, the network work content
1. Update the news of Shenyang Campus on xx website, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master the daily news of our school, and learn relevant knowledge about English exams and studying abroad.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote xx English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu know the relevant information about xx English school, and master the latest views and needs of xx English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.
6. Write an article about the construction of xx English public welfare activities high school.
7. Write the related content of IELTS score guarantee plan, a new column of xx English website.
Second, 53 customer service consultation
Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of 53 customer service work, mainly because of the following problems:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.
In view of the above problems, I plan to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.
2. Strengthen the publicity of xx English on the website, and increase 53 customer service links on the page of the article as much as possible to improve the click rate.
3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Summary of telephone customer service work It has been more than five months since online registration, listening, written examination, interview, second interview and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From an independent individual, to become a member of the customer service center of * * bank telephone bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting before going to work every day, and the leaders of the building will praise the outstanding students in all aspects and encourage the students who have made progress.
Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of the corporate culture of banks, telephones and banking centers, we constantly improve our overall quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service. Make the following plans:
First, effectively complete the power-off task. In the daily exhalation, learn to summarize the characteristics of various places, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient exhalation. For example, when collecting personal loans in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in * * area; For example, customers in line * * are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;
Third, enhance the awareness of active service and maintain a good attitude;
Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.