Summary of Personal Probation Period of Customer Service Staff 1
Leaders:
Hello! Thank you very much for giving me the opportunity to work in your company. It is my great honor.
I am XXX, graduated from XXXX University, majoring in XXXX. 20XX started working in the E-commerce Department and is now a customer service specialist. The probation period of joining the company for several months is coming to an end. Since my work, I have made great progress and gained a lot in my thought, study and work under the careful training and teaching of the unit leaders and through my continuous efforts. During this period of work and study, I have a relatively complete understanding of the company; I have a clear understanding of the company's development process, management and personal responsibilities. In the process of getting familiar with the work, I gradually understood the company's core values, such as honesty, diligence, realism and innovation, which added new vitality to the company's steady development. The following is my self-evaluation during the probation period and a summary of my work performance.
At work, my main position is customer service specialist. At work, I try my best to do my job well and improve work efficiency and quality. In addition to doing my job well, during the preparation of Tmall's new store and the department's development of new products, I cooperated with the data specialist and used my own advantages to help him formulate a series of tables and summarize relevant data. Summarized the hot-selling products of the industry in the field of e-commerce (Taobao), and combined with its own products, optimized the title for the fourth time; On the platform of JD.COM, products are imported and so on. As pre-sales customer service, we should put customers first and try our best to meet customer requirements. During the period of learning product knowledge and mastering customer service related skills, it is with such a firm belief that I strictly demand myself, study hard and strive to become an expert. It laid a good foundation for the smooth development of my future work.
In learning, I am strict with myself, correct my work attitude and integrate theory with practice; So as to improve their strengths and ideological and cultural quality, including learning to develop good living habits in life, being rich and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and trustworthy, being ready to help others, having their own good working principles, and being able to live in harmony with colleagues.
Consciously abide by the company's rules and regulations and insist on participating in every training of the company. I ask for positive progress, care for the company's bricks and tiles, and always devote myself to study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.
During this period, although I learned some theoretical knowledge from school, the current situation can not meet the needs of work. In order to master the e-commerce industry and bathroom industry as soon as possible, I insist on coming to the company every day to learn the company's system and theoretical knowledge. During working hours, I will learn practical operation with my predecessors and help to do some small things. In the evening, I will discuss the work content with my predecessors and talk about the inconvenience of work, my dissatisfaction and my shortcomings. My seniors will give me support and spiritual encouragement at work. After a long period of training, overcoming and hard work, I will gradually become a qualified employee.
Although it is only a few months, the gains in the middle are indelible, which cannot be separated from the help of unit leaders and colleagues. I always believe that no matter how bright the match is, there is only light as big as a bean. But if you light a pile of matches with a match, it will burn very brightly. I hope to use my brilliant youth to ignite every guest and inspire my colleagues to contribute to our cause, forge ahead and create a better tomorrow. Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs a spirit of transcendence. I believe that we will do better and better through hard work.
Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I am willing to contribute all my strength to the vigorous development of the company.
Summary of customer service personnel's personal probation period II
20XX joined the company on April 30th, and it has been three months since then. During this period, the company leaders and colleagues gave me a lot of help in my work and life. In the initial stage of the company's customer service center, I learned a higher understanding of customer service center construction and customer service through my daily work, and actively communicated with leaders and colleagues in order to integrate into XX Securities as soon as possible.
During the probation period, I was mainly responsible for completing the following tasks:
1. Because the customer service platform of the company's customer service center is in the development stage, I entered the company myself, and first put forward the functional requirements of the customer service platform by using my previous work experience. 20xx65438+February 14 and 65438+February 22nd, I organized the staff of the customer service center and business department of the headquarters to test the customer service platform. At the same time, feedback the test results to the employees of Kim Jong Company in time, communicate with them to discuss the functional improvement of the customer service platform, and complete the functional improvement proposal and submit it to the employees of Kim Jong Company on May 15;
2. Be responsible for editing the quality inspection management measures of the company's customer service center, assisting in formulating the management measures of the company's customer service center and editing the standard terms of the company's customer service center, and improving the system construction of the company's customer service center;
3. Conduct spot checks and quality inspections on the traffic of the headquarters and the customer service center of the Division on a regular basis every month, summarize the problems existing in the traffic and send them to relevant staff to communicate the quality inspection problems, and submit the monthly quality inspection report of the customer service center at the same time, so as to improve the service level of the customer service center through this work;
4. After the agent system of the customer service platform of the customer service center went online in 20XX 65438+ 10, it began to answer customer consultation calls, which promoted the learning of business knowledge and improved its customer service awareness.
5. Organize the morning meeting of the staff of the customer service center every day, and get to know the market information at that time through the morning meeting, * * * learn the daily difficult business knowledge and new business knowledge, and understand the company's recent work tasks and priorities;
6. Train the relevant personnel of Beijing Sales Department according to the workflow, standard language and related work of the customer service center, understand the workflow of the customer service center through training, and improve service awareness;
7. After the seating system of the customer service platform of the headquarters and the business department goes online, the business department will be guided to complete the return visit of new customers through the seating system, and the problem of outbound personnel of the business department will be solved in time;
8. According to the requirements of the company's leaders, in order to strengthen the business communication between various departments of the company, the difficult business of the day is collected and sorted out after the market closes every day, and the difficult business is summarized and sent to the leaders of the brokerage business department at headquarters and the customer service supervisors of each business department every week.
Through the completion of the above tasks, I found that I still need to improve in many aspects:
1, strengthen the study of business knowledge. Through the process of constantly answering customer consultation calls, I found that I still need to strengthen my study of many business knowledge of the company, so as to improve my service level to customers;
2. Strengthen team communication and cooperation. After joining a new group, we must communicate with leaders and colleagues in the construction stage of the company's customer service center to ensure the development and completion of all work. In particular, according to the development goal of the company's customer service center, actively strengthen communication with the customer service supervisors of various business departments;
3. For the construction stage of the company's customer service center, we should use our previous work experience and knowledge of the operation and management of the customer service center to strengthen our innovation ability and find a road suitable for the construction of the company's customer service center.
After officially becoming a member of Dongxing Securities, I made serious improvements according to the shortcomings found during the probation period, and actively completed the tasks assigned by the company leaders, making my own efforts for the construction of the company's customer service center. Complete the online work of the agent system of the customer service platform in the headquarters and the customer service centers of all business departments on schedule, and seriously assist the online work of the customer service centers of all business departments of the company, and at the same time seriously assist the construction of the customer service center system of the company, strengthen the team building management of the customer service center you are responsible for in the future, and actively cooperate with leaders and colleagues to carry out various tasks.
Summary of Customer Service Staff's Personal Probation Work III
After resigning from my old unit, I am ready to start a new attempt. I want to do a lot of work, but I believe I can do better. After many interviews, I finally made a breakthrough in the interview. One company saw my talent in time and gave me a chance. I think I will try my best to realize my own value and realize my ideals and ambitions that I have never had before.
Minister Xu of menstrual management department and general manager Lou went to work for three days after the interview respectively. During the three-day probation period, my job is to manage all employees of the customer service department as the customer service department supervisor, handle the daily affairs of the customer service department, and assist the floor supervisor and the manager on duty to maintain the normal operation of the shopping mall. After several days of work and observation, I have a certain understanding of the daily work of the customer service department, and I have also learned a lot of practical experience that I have never been exposed to before. According to my study and work experience, I will now report the actual operation of the customer service department of our shopping mall as follows:
First, the main work of the customer service department at present
1, vip membership card processing, registration, distribution, input system archive.
2. Receive customer complaints (front desk complaints and telephone complaints).
3. Input and play information on the display screen of the mall gate.
4. Daily mail sending and receiving.
5. Other transactions in the store.
6. Daily work in the studio.
Second, the existing working conditions of the customer service department
After the preliminary recruitment, the staffing of the customer service department I took over was normal, with 4 people in the front desk service department, 2 people in the studio and 6 people in * * *, all of which implemented the normal morning and evening shift system in the mall. At present, the advantages and characteristics of the operation of the customer service department are as follows:
1, the handover of new and old employees is normal, and there is no situation that employees unfamiliar with business work independently and are skilled in business.
2. The staff of the customer service department has a smooth connection with all floors and departments, and their work has a tacit understanding.
3. Floor management is in place, effectively assisting the front desk management of customer service department.
4. The front desk work of the customer service department is meticulous and accurate, including daily mail sending and receiving, employee placing orders, and mall fault maintenance and handling.
5. The work in the studio is progressing smoothly.
Third, the problems and deficiencies found in the main work of the customer service department at present
1, the front desk simplifies the process of receiving customer complaints.
Existing complaint process: front desk complaint? Call the floor supervisor? Directly transfer the complaint to the floor supervisor and the counter for their own handling. This treatment method is easy to cause the workload of the floor supervisor to be too heavy and lead to management confusion. On the one hand, the customer service supervisor is idle, and on the other hand, the floor supervisor is at a loss. As far as the current shopping mall passenger flow is concerned, this handling method can really save a lot of manpower and material resources, and can also improve the complaint handling time. However, with the improvement of the sales performance of shopping malls, the passenger flow will increase, which will inevitably lead to management confusion, which will lead to the contradiction of unclear division of powers and responsibilities between departments. In particular, my shopping mall is about to open new clothes, and similar situations are likely to occur.
2. Missing work record
There is no work record at the front desk, and there is no evidence to check the work done by the front desk staff. There is only a handwritten vip customer register at the front desk to input member information into the computer system and an email register, but there are no customer complaint records, telephone reception records, lost and missing persons and other work records. The studio only has daily broadcast records, but there are no daily temporary broadcast records (advertisements, promotional information, missing persons, moving cars, lost things, etc.). ). This way of working leads to employees' low work enthusiasm, and the work they should do is often delayed and shirked. If there is no evidence to check the work mistakes, employees will pass the buck and cannot be held accountable. In addition, the lack of work records makes it difficult for the customer service supervisor to manage the employee's job responsibilities normally and improve the management quality, which is also a reason why the customer service supervisor in our shopping mall is seriously drained and the work cannot be carried out for a long time.
3. The customer service staff has poor attendance discipline.
The attendance rate of customer service staff is poor, and two people have left their posts for more than half an hour three times in two days. They all used physical discomfort as an excuse, but they didn't call in sick. If there is no supervisor's inspection, they will not report it truthfully. There is no shift schedule in the whole department, and employees change shifts at will without reporting to the supervisor for approval, shielding each other.
4. The office cost is too high, and the consumption of office supplies exceeds the department's pre-loss. If the studio applies for pens and paper many times, the consumption of front desk tape is large.
5. Transfer of related functions of customer service department
The functions of customer complaint handling authority, commodity exchange, invoice issuance and group purchase in the customer service department are delegated by other departments, which leads to the idleness, idleness and lazy thinking of the customer service staff.
6. There is no subsequent customer loyalty training.
The customer service department has no follow-up service for vip members, and the front desk service personnel are not clear about the rights of members. After simply establishing customer files, there is no follow-up service, customer maintenance and return visit.
Fourth, put forward some suggestions for the problems found.
1. Require the head of customer service department to strengthen attendance management, ensure employees' attendance, strictly manage during work, strictly investigate employees' on-the-job discipline, make a standardized shift registration form every week, and rectify the department's work discipline.
2. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, change the original simple process and standardize the work process. The purpose is to avoid confusion and unclear rights and responsibilities in order to increase passenger flow in the future.
3. Work record books, complaint records, telephone complaint records, e-mail receiving and sending records, temporary broadcast manuscript records and other service records at the front desk should be made to facilitate the leadership inspection work and the management of the employee supervisor.
4. Establish a customer follow-up service system, cultivate and maintain the fixed consumer groups in the shopping mall, and establish customers' loyalty to the shopping mall, especially provide follow-up services for vip members, such as regular customer calls, notices of large-scale promotional activities, warm reminders of point redemption, etc., in order to cooperate with the work of the marketing department and the planning department.
5. Strictly control office costs. For example, office supplies with high consumption can be replaced by old ones. After filling out the application, use the used office supplies to get a new one. For example, you need to register an outside call.
6. Customer service-related businesses can be appropriately shared, such as billing, returning goods and other rights and responsibilities, provided that the customer service supervisor has good execution, otherwise it is easy to cause confusion due to poor management.
Because of my limited post-trial time, I am not very familiar with the operation of the whole shopping mall and my observation is not thorough enough. The problems I see are superficial and rough, and some measures are not considered comprehensively, which may not really reflect the whole picture of the customer service department. I hope that the leaders will criticize and correct me and give guidance. In addition, as far as the current passenger flow and management system of shopping malls are concerned, the areas that need to be improved are not very prominent. Considering that the reloading and opening of our shopping mall will expand its operation, the existing management can't cope with the scale of the shopping mall in the future, so it is imperative to strengthen management during the transformation period.
I don't know if I can stay here as a customer service supervisor after the probation period. However, during the three-day probation period, I did very well. Although I don't know much about the customer service department, I still know it. I hope the company can see my potential and let me continue my present job. I believe I have the ability to be an excellent customer service supervisor. I will work hard and make my contribution to the development of the company!
Summary of Personal Probation Period of Customer Service Staff IV
Leaders:
Hello! 20xx 65438 joined the company on February 28th. According to the needs of the company, I am currently working as a 400 telephone customer service post. For more than two months, with the help of company leaders and colleagues, I have a better understanding and mastery of my work content and scope. Now my work is briefly summarized as follows:
1. Understand the company profile and memorize product knowledge; Familiar with the customer service workflow of the company and the workflow of relevant departments;
2. Clarify the customer service behavior norms and customer service standard question and answer norms, and participate in customer service telephone skills and customer service standard language training; At the same time, self-study the relevant knowledge of pre-sale, sale and after-sales service;
3. Contact the winning bidder of the contract in Central Europe and South China sponsored by the company and record relevant information;
4, can timely reflect the winning information to the warehouse staff, to ensure accurate and timely delivery;
5. Track the after-sales service of the winners after delivery;
6. Be able to patiently and sincerely answer, inquire and feedback the information needed by customers;
7, can find problems in time and put forward suggestions to solve the problem, and reflect to the leaders in the daily newspaper.
Maybe everyone thinks that finding a job means finding the right person, but they don't think so. I
I think the work of customer service is a good exercise and training for me. Now is the era of service economy, and the requirements for customer service are becoming more and more strict. First of all, the customer service specialist represents the interests of customers internally and the image of the company externally. Customer service specialists need to have a sunny attitude, service awareness, service etiquette, pronunciation quality, business knowledge, service skills and adaptability, which is also the improvement of their own quality, cultivation and ability. It's not just a phone call, it's as simple as answering a phone call, and it requires skills and methods. I know I have always lacked the ability to communicate with people. What I need is to challenge myself and surpass myself. I think receiving customers is more interesting than doing ordinary technical work. I like dealing with people and communicating with them. Because I think it is a challenge for me to communicate with others, and I am eager to challenge. I like to let some angry people finally calm down their anger through me. My work philosophy is: do what I love and love what I do.
Because the customer service department of domestic marketing has just been established, many facilities and processes are still not perfect. For example, before we go to work, we need to know what customers usually encounter when they call, what are the common problems and what measures should be taken to solve them. All these require us to explore and summarize slowly in practice, but this can make me learn more. Of course, I also made some minor mistakes and problems in my work, and the department leaders corrected me in time, which also promoted the maturity of my work. Generally speaking, I think I still have the following shortcomings and deficiencies:
1, limited work experience, lack of foresight and creativity in work, need to enrich their own industry knowledge and experience;
2. The professional knowledge of products is not deep enough, so we need to strengthen our study;
3. Thinking about problems is sometimes not comprehensive enough, and you need to learn from leaders and colleagues.
At the same time, I think there are some problems in the company's customer service work:
1, there are conflicts and contradictions in the work of different departments;
2, often only solve the service bottleneck problem of individual links or specify the problem, can not fully mobilize all aspects of enterprise resources, all-round, from the source to solve the problem; Lack of long-term mechanism to serve bottleneck textiles;
3. Problems are often solved once and appear repeatedly.
I think customer service needs to be improved in the following aspects:
1. Quickly formulate corresponding processes and long-term mechanisms according to customer needs;
2. Let the relevant departments negotiate long-term support and cooperate with customer service, and customer service tracking will be faster and more effective;
3. Provide clear career development channels and prospects for customer service personnel, such as: adequate knowledge and skills training; Moderate job rotation and internal work expansion; Cultivate conscious internal managers.
It is said that the workplace is like a battlefield, but when I integrate into this group, I find that my colleagues here are very enthusiastic and the office atmosphere is very harmonious. I often have dinner, get together and travel together to enhance our friendship. This working environment makes me feel very relaxed and happy. This year, the company adopted the pca assessment system, which is conducive to promoting our hard work and study during the commitment period and improving work efficiency and quality. I think it's good.
Good policy. In a word, I am very grateful to Zhuoxian Industry for giving me this internship opportunity, which made me learn a lot and grow a lot, and made me understand that graduation does not mean unemployment and the termination of my studies, but a transition and sublimation. I will continue to surpass and progress in my future work and study, and advance and retreat with the company. I believe that my study in these two months will definitely accumulate and make my future work perfect.
Summary of Personal Probation Work of Customer Service Staff V
How time flies! In a blink of an eye, the year is coming to an end. I came to xx school on June 30th. Thank the leader for not abandoning me as a little boy who knows nothing and accepting me to work in the unit. This is my first job out of the "childish circle". Of course, the title of working here is indispensable? Marketing specialist, my junior college is majoring in mechatronics. At first, I was really willing to take this hard-won job, but I didn't want to do it well, because I didn't come into contact with the major of marketing, so I didn't know what to do While I am puzzled, the unit leaders have high hopes for my growth only by their enthusiasm for market work. They talked with me many times, which provided solid confidence and motivation for my work spirit. Think at your desk for half a year and make a brief summary.
Summarize the following points:
1. Start from scratch, actively learn professional knowledge about market operation, and strive to develop professional knowledge into the market;
2. Actively complete the related work arranged by the leader, so that if there are any problems in the work, seek solutions from the leader in time, ask if you don't understand, and strive to do the work well;
3. Work in line with the reality, investigate the market prospect and make corresponding market plans;
4. Analyze the market demand, find the key to the enrollment market, have a transparent understanding of the market, and make a market report every month;
5. While constantly learning knowledge and accumulating experience, my ability and professional level have been greatly improved;
6. Design job advertisements for the month of each month, such as advertising paper, amplitude modulation, photo advertisements, etc. , and actively put it into market operation;
7. For marketing activities, such as lectures and publicity outside the school, you can plan and implement marketing activities well;
8. "Know yourself and know yourself, and fight a hundred battles" to investigate the relevant trends of other local training peers, analyze the effects, and imitate them when feasible;
Second, the department work summary
On June 30th, xx, the marketing department of xx school was established. In nearly half a year's time, the marketing work has been gradually carried out. From the marketing department with nothing, I gradually grew up in the unit and did it.
To achieve "market research first, then report, then plan, then implement, and finally summarize and refine", now all the necessary information can be taken out to meet the assessment of the headquarters.
In terms of unit performance, we can know that our marketing department is not doing well, because the enrollment performance this year is basically the same as last year. For some local small computer training institutions, the geographical advantages and school teachers are all below us, and the competitors only have to reduce the project tuition fees, which has brought a certain impact to our market. It is inevitable to gain a foothold in the local market.
Let me sum up the work of our department.
1. Department construction: the department has just started, and the market system is not yet complete, but there is a serious shortage of personnel to carry out the market;
2. Training of departmental personnel: After more than half a year's polishing, I have participated in the training of market business norms and market operation norms arranged by the headquarters for many times, and basically mastered the market enrollment work, but my business skills and professionalism need to be strengthened. Due to the shortage of manpower, heavy tasks and insufficient professional skills training.
3. Department work data analysis: It is very insufficient to analyze the market data at work, because market enrollment is our job. If a student signs up, we still don't know how he knows that our school has related training programs;
4. Departmental work: there is no clear goal and detailed plan for work, and market people are far from forming the habit of writing work summaries and plans;
5. departmental innovation: the development of new business is not enough, the business growth is small, and the business ability needs to be improved;
6. Reorganize the brand information of the internal market of the unit to meet the assessment of the headquarters;
7. The completion of the above work can not be separated from the strong support and help of colleagues in the unit, and I would like to express my heartfelt thanks here.