Customer service work summary report 1
Time flies, time flies, the annual ring of time is about to carve the last tooth marks at the end of 20x years. Looking back on the work in the past year, with the support and help of company leaders and colleagues, I have basically completed my job and made some progress through my own efforts. Now I will make the following summary report on my work.
First, the gains from work.
1. Make customer file forms and manage customer files.
During my customer service, due to frequent use of customer information, it is particularly important to file customers. During the period, the Customer Contact List of Nabit South District was made according to the location of the customer terminal hospital (according to the customer's name, telephone number, office telephone number, billing unit, consignee, consignee's telephone number, invoice receiver's address, invoice receiver's telephone number, products made by customers, terminal hospital made by customers, and filing management was carried out by customers in South District 126).
2. Familiar with the workflow of customer service department.
I was at a loss when I first came into contact with customer service during the customer service period. Through my own hard study and practice and the passage of time, I gradually became familiar with the workflow. During this period, I not only mastered the workflow of customer service, but also discussed and solved the problems found in the work with the customer service supervisor in time, and reported the problems that could not be solved to the superior in time.
3. Be familiar with the basic information of customers.
During my customer service, I got a preliminary understanding of customer information and clearly knew the monthly demand of some customers' products through communication with customers. During the communication with customers, we found the changes of customer information, captured certain customer needs, and timely fed back the information to the sales department.
4. Their comprehensive quality has been improved.
During my customer service, I serve customers by answering their questions, feeding back the information they need and solving their needs. During the period, I repeatedly denied and reflected on my work efficiency and mentality as a customer service staff.
The work of customer service staff is extremely complicated and disorderly. When things are in the middle, people often forget what to do. In order to avoid similar situations, it is necessary to do a good job memo, so that the customer service work can be orderly. Such work habits help to improve one's work efficiency. Customer service personnel need to meet customers' needs on a regular basis during their service to customers. However, due to some objective conditions, it is sometimes difficult to meet the needs of all customers. This requires us not to make promises easily, and the promised things must be solved in time and effectively. Paying attention to the timeliness of solving things has greatly improved their sense of responsibility.
Because the work of customer service staff involves many departments of the company, there will be some mistakes or mistakes caused by human factors more or less. It is necessary to admit mistakes and correct them in a timely and effective manner, stop losses to the greatest extent, and let mistakes stop at themselves rather than mutual accusations between colleagues. Dare to take responsibility, don't care too much about personal psychological gains and losses, which is of great help to improve your psychological quality.
Customer service work summary report II
Cosmetics are generally used by women, so in general, we should pay more attention to women's psychology. Such as freckles, acne, stretch marks, wrinkles and scars. Of course, there are some whitening, exquisite pores and so on.
If a customer enters your chat box and starts typing. Then this sale is the real beginning. First of all, speak tactfully. Because women are more delicate, they should be kind and not blunt in language. Because there is no sound when typing, it is easy to feel arrogant and so on if you only let customers understand what you mean between the lines.
It is best if the chat box can record the channels for customers to find websites. Many customers come through related keywords, such as what to use for freckle removal and how to remove stretch marks. Through these keywords, you can probably guess some information about the customer, such as age, purchase intention and so on. Stretch marks are all owned by people who have given birth to children, and their ages can be roughly guessed. Secondly, the purchase intention, how to remove these two keywords through stretch marks and stretch marks, I think the latter has a greater purchase intention.
Proactively communicate with customers. When customers come to see your products, they don't know at first. Of course, you don't know the relevant information of customers. Only by taking the initiative to ask can we close the distance, such as how old are you? How long has it been? Have you ever been treated with other products before? Wait, try to use some modal particles. Everyone on Taobao will use pro. Then according to the customer's information analysis, why use other products is not effective or ineffective, and so on. Then I began to introduce the advantages of my product. What's the effect? Wait a minute. After communicating with customers, sales are already in the middle.
Many customers will not place an order immediately, but will consider it. You can't relax at this time, because it shows that there is still a strong purchase intention, otherwise the customer will definitely close the chat box and leave at this time. At this time, it is a psychological offensive. Talk about the effect of the product after use and the evaluation of some customers, and then talk about the after-sales service of your own products. After-sales service is a concern of many people.
If the customer is still considering it, you can tell the customer your QQ, Ali Want Want and other contact information, so that the customer can contact you after considering it. This is also to avoid the loss of customers to the greatest extent.
If you finally buy it, you must remember to say some greetings, which will deepen the relationship with customers and make them more professional and formal. For example, I wish you a speedy recovery and achieve the desired results as soon as possible.
Customer service work summary report 3
First, adhere to the overall concept and do a good job.
No matter what job you are engaged in, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service work is to "adhere to the corporate image and make customers satisfied and loyal to the company's products." Restricting and safeguarding the interests of customers is the main component of improving the core competitiveness of our company's products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.
Second, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than quality problems reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.
Third, skilled in professional skills and diligent in on-site inspection.
With the continuous development of the electronics industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in on-site inspection, think independently, communicate with colleagues more, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.
Fourth, the level of common sense skills and practical proficiency.
In my past work, I have learned something. Attitude is very important at work. Be enthusiastic in your work, and keep smiling in the sunshine, so as to bring people closer and communicate with customers. Especially after-sales service.
Positive thinking and peaceful mentality can promote the improvement of work and the smooth progress of work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.
Customer service work summary report 4
At the end of the year and the beginning of the year, a new year began and our work came to an end. Looking back on the past year, although we didn't make any big mistakes in our work, there are still many problems that can't be handled in place and some small details in our work are not perfect. Our group is organized by Master Wang to hold regular group meetings to sum up problems and correct them in time. Here is a summary of the problems encountered in the last year and the areas that need improvement, hoping to bring some help to other colleagues:
1, language communication ability:
(1) When talking with users, be careful, be rigorous, pay attention to art, and use the word "please" more often to make the tone more gentle; Try to use "sorry" instead of "sorry" when apologizing to users, which is more sincere; When users call to greet us and say "hello", try not to say "hello" again, but "what help do you need" instead; If you need to invite users to speak, you can use "please speak" instead of "you say"; Don't say abbreviations to users, speak in a complete and standardized way, and don't appear words such as "omission of insurance, investment promotion, agriculture, industry and commerce", or some sick sentences and inverted sentences. Speak at an appropriate speed. In case of old people or users with poor hearing, you should raise the volume and slow down the speech.
(2) When the user's electric card has problems and needs to be repaired, you should apologize to the user first. When introducing outlets, you can specify "Wait a moment, I'll help you find the nearest outlet", and explain the reasons for this phenomenon to users, reminding users to insert cards and send electricity as long as possible in the future to avoid this situation, so that users can feel that we are responsible for our work, so as to understand and cooperate with our work and reduce unnecessary disputes; When you receive a phone call from a user asking about power failure due to a fault, you should apologize to the user first and state that "it is our responsibility to ensure that you use electricity." If there is a fault, we will deal with it immediately, restore power supply as soon as possible, and reduce the inconvenience caused by power failure "; Because all banks' 24-hour electricity purchase outlets use' all-in-one-card' and have different names, so don't generalize when replying to users, it can be said to be' bank transaction card'.
(3) When answering the phone, be careful, pay attention to every word said by the user, comprehensively analyze the problems reflected by the user, find out the key, distinguish the responsible department that caused the incident, and solve the user's problems as soon as possible; Make it clear to users, don't ask users to do anything in a commanding tone, and don't casually promise or answer some uncertain questions and demands of users. Don't talk for too long so as not to bore users, put yourself in their shoes. Take the initiative when talking to users, don't just rely on experience, talk too casually, and pay attention to leave room for yourself when replying to users.
2. Business and problem handling:
(1) Newly-built residential area, asking about temporary electricity consumption:
It can be explained as follows: because the overall project of the residential area is not completed, developers can't wait until all the projects are completed before selling commercial houses, so they can only complete one and sell one. During this period, he didn't have the conditions to turn to formal power supply, so he temporarily used construction electricity to supply electricity to residents. Project completion does not refer to the completion of the whole building, but refers to the overall completion of residential projects, including gas, water supply and drainage, electricity, residential ancillary facilities and so on. The completion report is stamped with the completion opinions and official seals of the relevant units, and the complete coverage is considered as the real completion, and the relevant procedures can be handled in the power company.
(2) About the card refund meter:
It can be explained as follows: in the case of the overall removal of the electric card or the confusion of the electric card of the corridor light, a refund can generally be handled, and other cases will not be handled in principle, but users can directly contact the corresponding local outlets for inquiry if there are special reasons.
(3) About Shijingshan School Table:
If you meet a user in Shijingshan District who wants to check the electricity meter, you can explain: Because the school electricity meter department works during administrative hours from Monday to Friday, if the user applies for maintenance in the morning, it can usually be arranged on the same day, so you can explain it clearly to the user to avoid misunderstanding. This kind of work in other urban areas can't be arranged on the same day. If the user fails to handle the request after several days of maintenance, you can ask the user to contact the card meter calibration department of each company directly to make an appointment.
(4) When the user reports that the switch in the electric meter can't be turned off, be sure to check the power for the user. Regardless of the new meter or the old meter, the switch will automatically trip at zero point, and the switch will not be closed without inputting electricity. However, this situation is normal, so please buy electricity. If it is verified that this is not the case, please turn off all electrical appliances and leakage switches in the room and try again. Because household appliances and wires are easy to cause short circuits, the switch in the electric meter will trip or not turn off. Only by disconnecting the faulty line and closing the in-table switch can we accurately judge whether the in-table switch is faulty. But remember not to let the user try to plug in the socket, because the short circuit of the line may cause ignition, which will be dangerous.
(5) About the scope of planned maintenance power outage:
It can be explained as follows: because the power company's lines are complicated, whether it includes the user's area can not be determined for you immediately. We release relevant information to the public for the reference of nearby residents only. As a reminder, you can confirm it with the real estate unit, because since you live in this community, as a property or property right unit, you have the responsibility and obligation to ensure the use of public facilities such as coal, electricity, water and gas.
Customer service work summary report 5
At the end of August, I came to Jiele Automatic Door. After several days of training, I have the necessary knowledge and understanding of this job. At this moment, I will summarize my feelings and understanding of this job as follows:
1. Basic skills and quality requirements required by customer service personnel: The basic skills required by customer service personnel need to have good service spirit, good communication potential, careful and meticulous work, good team spirit and sense of cooperation, discipline and good mentality.
2. As a customer service staff, you need the necessary skills; Learn patience and tolerance. Patience and tolerance is a magic weapon to deal with unreasonable customers, and it is also a virtue, which requires tolerance and understanding of customers.
We must know and be familiar with the functions of the products operated by the company.
Here are some of my thoughts:
Let's see, I've been in the company for almost two months. In retrospect, although I felt unprecedented pressure during this period, I have been trying to adapt to this pressure. Although I have put it down before, I still have to do my best after thinking deeply. Now that I'm here, there's nothing wrong with being wronged. If I can't stand this injustice, I don't have to leave home at all. I just stay at home and rely on my parents every day. Although I will make mistakes at the moment, as long as I am here every day. This is the harvest.
In fact, I may be unfamiliar, so there will be more mistakes, and I have never been exposed to this thing before, but I always believe that as long as I have the heart to learn to contact and really integrate into this business, there will always be gains.
Customer service is actually a complicated and simple job. Simply put, it is to serve customers and think for them. Of course, this must ensure that it does not harm the interests of the company.
If you want to be a good customer service, the first thing is to have a good attitude, just like some time ago, I always felt that I might be fired. I am so poor that I always make mistakes and have no self-confidence. There are more and more opportunities to make mistakes in the later period, and even the most basic services are not done well, which makes it impossible for technicians to construct on the site. That's because I didn't communicate with my customers in advance. However, as the saying goes: people are not sages, in fact, the most important thing is that they have not set their minds properly and learned from their mistakes. If you make a mistake once, try not to make it again, and reflect on why, where and why you made it, so that you won't make such a mistake next time. Since I took over the dispatching post, I don't know how many mistakes I made, and I was scolded a lot after every mistake. I thought about letting myself go before, because I felt too wronged and too wronged, and I gradually felt so stressed. Think about what my colleagues said before, and now I really should listen to it. This job is really difficult to do.
However, some colleagues have praised me, saying that I can do anything, which is really good, but unfortunately I will still make many mistakes. I wonder what will happen next. Now that I'm still working in the company, I'm trying to do my best in automation. Because I have learned my lesson, as Xie Li said, it doesn't matter even if I make the first mistake. If I make a second mistake, it's my own problem. If I make a mistake, I should raise it in time and don't solve it privately. It was because there was no timely feedback when there was a problem that it led to the previous thing.
At this moment, I will work hard, study hard, try not to make mistakes, treat every customer seriously, and strive to satisfy every customer, as well as the leaders and colleagues.
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