202 1 year-end telephone customer service summary report 1
As a telephone customer service, I used to think that my job was just to
202 1 year-end telephone customer service summary report 1
As a telephone customer service, I used to think that my job was just to answer questions for customers. But after facing all kinds of customers, I completely changed my mind. My work this year is summarized as follows:
I. Personal situation
Ideologically: as a customer service employee, I am consistent with the company in concept-"Insist on providing the best service to customers!" In the work training and study, constantly improve their ideological awareness, learn the company's philosophy, and correct the shortcomings in the work. Enthusiastic and kind-hearted, take the initiative to help colleagues, be serious and responsible for their own work, and have a strong sense of responsibility.
Work: Try to finish your own work, learn to improve yourself in time if you don't understand, give priority to customers when answering questions, give priority to appease customers' emotions, and solve problems for customers as quickly as possible. Learn from your work, record and reflect on your colleagues and yourself to prevent problems from happening next time.
Interpersonal communication: make friends in the company, improve interpersonal relationship, strengthen communication between colleagues, help each other, learn from each other's experience, and strive to improve work ability. As a customer service, I always have to communicate with all kinds of customers, sometimes I feel helpless and sad, but we always comfort and help each other to make the work go smoothly.
Second, the work situation
At work, I am strict with myself from the beginning, not to make mistakes in my work, and always solve problems for customers after I have made all the preparations. Although there is no problem, it is difficult to improve my grades and I am always criticized. After reviewing myself again, I changed my working style and started my humanized work. When communicating with customers, I should give more consideration to their situation and make them feel more convenient. Gradually, I also like this feeling and try to do my work better.
Third, shortcomings in the work.
At present, my biggest deficiency is that I don't know enough about the company's products. In front of many professional clients, I may not know as much as my clients, which is really shameful. In order to prevent this kind of mistake from happening again, I want to learn more about product knowledge, and the only way to improve myself is to reserve. I believe this can also effectively enhance the company's image!
Fourth, summary.
The year's work is over. To tell the truth, the work of customer service is relatively simple, but only by finding fun in the work can we find our goal and move on! In the next year, I will also work hard towards my goal!
202 1 year-end telephone customer service summary report 2
20-2000 is a thing of the past, and a new 20-2000 will come. During this year, I listened to the instructions of the leader, gained a lot of knowledge in the post of telephone customer service, and also accumulated some work experience in customer service, which made a new change. Thanks to my colleagues' help, I have been exploring and making many new discoveries. Looking back on this busy year, I summarized the telephone customer service work in 2000 as follows:
First, treat the work with heart.
Customer service is very hard. I not only have to work hard, but also face the difficulties of some customers. I have to adjust my work status before I can do a good job in customer service. Therefore, in order to work smoothly, I work hard, no matter what kind of customers I face, I will keep a good state to reply to them. When I make a phone call, I will carefully record the customer's problems and suggestions with a notebook and pen, sort out all the information and suggestions of the customer afterwards, and then hand them over to the leader for review. After every day's work, I will tidy up my day's work, sum up my work, reflect on my work, and tidy up my desk to facilitate my next day's work.
Second, good service attitude.
I am a telephone customer service, mainly to receive customers by telephone, answer customers' questions, help customers handle business and do a good job in follow-up service. I always smile when I answer the phone, and my voice is clear and accurate. I try to reply to my customers in standard Mandarin. When communicating with customers, I use your respectful name "you" to give them full respect. At the end of the call with the customer, I will conclude with "Thank you for your cooperation" and "Goodbye". In short, I will try my best to leave a good impression on our customers and try my best to serve our customers. Under the operation of such a good service attitude, my business is very smooth, and I have had good contact with many customers, attracting a lot of customer resources for the company.
Third, take personal responsibility.
I am a customer service person. Although I am a telephone customer service person, I don't have to face customers directly, but I am also the image of the company, so I have the courage to undertake my duties in my work. If I make mistakes in my work, I will report to my superiors and try my best to correct and solve the problems I have caused. I am very responsible for my work. As long as I find my mistake, I will never throw it to others. I will bear it myself, and I won't let the company take the fall for me. It is precisely because of this quality that I am getting better and better in my work. After correcting my mistakes, my work performed better.
In the coming new year, I want to work in a better state, win more high-quality customer resources for the company, and work with you to make the company grow and develop.
202 1 Year-end Telephone Customer Service Summary Report 3
Now-it's been a year since I came to work in the company. Looking back on this year-the company's telephone customer service work has many feelings, many gains and many places that need to be improved.
Now I will summarize my telephone customer service work this year as follows:
I. Work completed
As a telephone after-sales customer service, in addition to answering customers' calls about after-sales problems, I also take the initiative to call customers and ask them about their experience in using products, so as to get their praise.
I remember that my first month or two in the new company was spent on backrest and memorizing the company's product knowledge. Because only by memorizing the relevant knowledge of products can we better answer the problems encountered by customers, better show our professionalism and better serve customers. While mastering the company's product knowledge, you need to practice a few daily expressions to answer customers, and practice the tone and speed you need to master when answering the phone. Therefore, over the past year, through my constant practice and experience accumulation, I have been able to freely deal with all kinds of tricky questions raised by customers.
In the face of customers' various after-sales problems, the first thing I do is to calm his emotions first, and then help him solve the problems, and I want to track the subsequent development of things in real time. Only in this way can the risk of things be minimized, and the customer will not be disappointed with the brand image of our company and finally lose this customer. So my service attitude is good and my ability to solve problems is strong.
During this year, I answered a complaint phone and solved a complaint, which saved the company a loss of 10 thousand yuan and won the praise of customers. So this year's achievements are still quite impressive.
Second, it needs improvement.
Although I have achieved a lot, I still have a lot to do well in this whole year. For example, when I call a customer to pay a return visit, I haven't got the gist yet, and often the customer hangs up before I finish speaking. This is where I need to strengthen and improve in the coming year. For example, I am not flexible enough, slow to respond, and I don't handle things in time. These shortcomings require me to reflect and improve myself in the coming year.
One year has passed, no matter how many achievements I have made or how many failures I have made in the past year, I will pick myself up next spring and use all my motivation to meet the challenges at work in the new year.
202 1 year-end telephone customer service summary report 4
The busy year is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results. Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. This year's work is summarized as follows:
First, do a good job in etiquette training and standardize gfd
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.
Second, do a good job in professional knowledge training and improve professional skills.
In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with the relevant regulations, the problems encountered in practice are solved legally, and it is clear that property management is not always guaranteed, nor is the property management company responsible for everything after paying the property management fee. The company also takes some classic cases for discussion and analysis, and how much responsibility the property company bears when there is a dispute. We need to constantly learn and accumulate experience in our work. Follow up the situation reflected by the owner in the satisfaction survey to improve the occupancy rate. Continue to standardize various work processes and earnestly implement the responsibilities of each post.
Facing the new year, with the continuous improvement of our service quality and the increase of residential owners, the property will move towards a higher and stronger goal, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for us, the property management company and the service center!
202 1 Year-end Telephone Customer Service Summary Report 5
Time flies, before you know it, the company has been here for more than a year. I am engaged in customer return visit and hotline consultation in customer service department. Looking back, the customer service department of our company is still the same as yesterday, but during this time, I have learned a lot and matured a lot. The following is a summary of my work this year.
First, call back.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. Actually, it is not. -Customer service personnel in the industry also need to know a lot of knowledge. The process of doing this work will also affect their personality and improve their 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.
We regularly pay healthy return visits to new and old customers, which is something that every customer service employee must do every day. In view of the repetitive work every day, our customer service staff should do their own work well. We should have patience and sincere working attitude. In this information age, the market competition is fierce, and it is not surprising that competing companies will also give customers a call in return. Many customers may receive one or more return visits every day. How can we make them interested in our service?
We must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by the other party. 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.
Second, answer the hotline.
Compared with telephone call back and answering the hotline, it makes me more patient, and in character, it also makes me lose my previous anxiety and immaturity. Many times, I can't bear to vent my customers' emotions at first. Self-emotion will also be excited with the scolding or even swearing of customers, and sometimes it will raise your voice. I realize that as a customer service staff, the most basic condition 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 an optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we are not discouraged, we have not let go, and tempering is the most important driving force for success.
Third, the future work direction.
The market is getting bigger and bigger, and there are more and more customers, 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 from ourselves. Therefore, we use our spare time to study related books and consult related websites to enrich ourselves. Then customers call the hotline, seeking not only the guidance of feeding knowledge, but also the complaints and recommendations caused by future market information, products, activities and service attitudes. We will do better after continuous charging.
Our customer service department has the largest number of employees. 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.
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