Customer service monthly summary report 1
Over the past year, with the correct leadership and care and help of the company's Party Committee, we have learned from Scientific Outlook on Development, taking service with a smile as our own responsibility, taking customer satisfaction as our purpose, standing on our own duties and being loyal to our duties, and doing a solid job in telecom grassroots customer service. My work for the whole year is summarized as follows:
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.
Theory is the forerunner of action. As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, 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 more important than 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. In the three years since I came to the company, I have paid attention to transforming theory into my own scientific thinking method, into a correct grasp of practical work, into a way of thinking to guide my work, actively studying new situations, solving new problems, taking a new path, overcoming old thinking, quitting "empiricism" and expanding my thinking.
2. Pay attention to overcoming "laziness" in thought. Adhere to the system and carry out theoretical study as planned. First of all, don't regard theoretical study as a "soft indicator" and an extra burden, and consciously participate in the concentrated study of party classes every quarter; 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 my future work, I will continue to carry forward my past work style. I will continue to work hard, keep a good relationship with customers at work, solve customers' difficulties with my new service, and let me solve customers' problems with my new service.
That's how it works. I love my job. I already love my job very much. I will continue to work hard in the future and make my own efforts for the development of the company!
Customer service monthly summary report 2
Under the leadership of the general manager, led by the general manager _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ My belief is "as long as I can do my job well, I can do it." The main work of _ _ months is reported as follows:
First, always remember (1) that customer satisfaction comes first before going to work every day; (2) The customer is always right; (3) If the customer is wrong, still remember that the customer is always right.
Second, we should step up the tracking of the vehicle's driving position and customize the service so that guests can always give an accurate answer at the first time whenever and wherever they check the location of the goods, and we are not disappointed.
Third, in order that the goods can reach customers on time, check the transit situation of the goods in time and try not to let customers call to urge the goods.
Fourth, report the damage of the goods in time, so that the courier company can know the situation of the goods for the first time.
5. Check the inventory in the warehouse during commuting time.
6. Every phone call is related to our performance. Make phone records and record customer information.
Looking back on the previous work, I feel that there are gains and losses, and the shortcomings are mainly manifested in the following aspects: First, in the work, the working methods are simple, not comprehensive and meticulous, and not calm enough. Secondly, the ability to answer customers' calls needs to be further improved. In addition to these shortcomings, the next step needs to be overcome and improved. Therefore, in the next step, I will learn management and work experience from leaders and other colleagues with an open mind, learn good working methods, study hard and improve my own quality. It is necessary to further study relevant theoretical knowledge, combine practical experience, effectively complete various task indicators, be handy in work, and have the ability to control the overall situation. Strengthen professionalism and sense of responsibility. Caring and caring for colleagues, we are a strong group, and we can certainly do better. I can do it. Backstage should have the most basic qualities: strong professionalism and sense of responsibility.
Please criticize and correct the above report, welcome to give me more valuable opinions on my work, and take this opportunity to express my sincere thanks to the leaders who have been caring, supporting and helping me.
Customer service monthly summary report 3
Customer satisfaction is the most important criterion to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.
The customer's return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, what the customer might not have expected was something he encountered in the process of using or directly encountered when accepting the company's services. He can give feedback to the company, and we will also study and save the feedback from customers, so as to improve customer satisfaction, and the ultimate goal is to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.
Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.
Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so we can pass good service.
Service, high-quality products and planned customer return visits to improve customer satisfaction. The goal of an enterprise can be "zero complaints, no complaints".
In the past three months, I have taken smiling service as my responsibility, customer satisfaction as my purpose, based on my job, loved my job and done a good job in customer service. My work for the whole year is summarized as follows:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. I insist on diligent study, strive to improve my professional level, strengthen my thinking ability, pay attention to integrating theory with practice and exercise myself with practice. It has contributed to the success of the company's comprehensive informatization.
Second, 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 cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
In my work, I strictly follow the working concept of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is my summary of the whole year's work, but I know there are still some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success. The next step is to overcome and improve.
Customer service monthly summary report 4
I have been working in the customer service department for several months. I think a person can overcome his own shortcomings, constantly surpass himself and realize his ideals and the value of life only through constant efforts and constant struggle. In the future, I hope I can constantly improve and achieve myself.
At present, my work content is mainly the daily form submission and power collection business. Although I always feel uncomfortable and make mistakes when receiving electricity in the early stage, under the leadership of the manager, our whole department has been strict with itself with high standards, constantly learning, striving for it, strengthening its own quality and self-cultivation, improving its own ability and doing a good job in customer service. At work, I sometimes leave many unfinished places, but I will faithfully perform my duties in the future work, constantly check and reflect on myself, keep forging ahead, and devote myself wholeheartedly to various work practices. My belief is that "work is just a form." If you concentrate on improving your ability, you can do any job. " In the past few months, I have summed up what I have learned and felt as a customer service specialist:
First, always remember (1) that customer satisfaction comes first before going to work every day; (2) The customer is always right; (3) If the customer is wrong, still remember that the customer is always right.
Second, be sure to answer the guests accurately in the first time, and don't feel disappointed.
Third, we must report customer complaints or things that damage the company's image as soon as possible, and we should love our brand as much as our eyes.
Fourth, every phone call is related to our performance, so we should keep phone records and customer information.
Looking back on the previous work, I feel that there are gains and losses, and the shortcomings are mainly manifested in the following aspects: First, in the work, the working methods are simple, not comprehensive and meticulous, and not calm enough. Secondly, the ability to answer customers' calls needs to be further improved. In addition to these shortcomings, the next step needs to be overcome and improved. Therefore, in the next step, I will learn management and work experience from other colleagues with an open mind, learn good working methods, study hard and improve my own quality. It is necessary to further study relevant theoretical knowledge, combine practical experience, effectively complete various task indicators, be handy in work, and have the ability to control the overall situation. Strengthen professionalism and sense of responsibility. Caring and caring for colleagues, we will always be a strong group, and we can certainly do better. I believe I can achieve the most basic qualities in business office work: a strong sense of professionalism and responsibility.
In addition, I also need to pay attention to overcoming "laziness" in my mind. Insist on learning business knowledge according to the system and plan. First of all, learning business knowledge is not regarded as an extra burden, but consciously learning updated business knowledge and Evergrande'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. Pay attention to integrating theory with practice. Use theory to guide practice in work, and study for the purpose of 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. We should also strengthen our own study and improve our professional level. Proficient in "one-stop conversation", able to blurt out when solving customer problems. Of course, it is also very important to strengthen the practice of knowledge base search and be familiar with the tree structure of knowledge base to help us use knowledge base efficiently. Generally speaking, I must constantly consolidate my business knowledge and answer customers' questions accurately and completely. Enhance the awareness of active service and maintain a good attitude. 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.
I believe that there is no difference in work size, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so many people describe us as high-minded and low-minded. However, personally, I think my self-motivation is very strong, and my biggest feature is my strong learning ability and sincerity to people. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to summarize, analyze and induce in time and professionally, and finally complete my promotion and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself. Be a careful person at work.
At present, under the guidance and care of the company leaders, I am gradually familiar with the work situation. Through careful observation and attention, reflection and summary, I absorb the essence, extract the dross, and constantly sum up experience in my work. Seize and discover the bright spots in everyone's work, learn and improve themselves, and hope to sublimate themselves in the future.
Customer service monthly summary report 5
Time passed quickly, and I was busy in my intense and orderly work. June has passed. Although the work is complicated, my main work is divided into three sections. The work in June is summarized as follows:
1, new signing business
The first period of work I am responsible for is the new contract business, which is also a relatively heavy one. According to the data in June of this section, I summarize the new contract work as follows:
1. Error rate of new contract records: In June, the error rate of new contract problems was successfully controlled to 0, which means that the quality of the policy has improved and the professional skills of the staff have also improved. One more thing, with the vigorous implementation of e-insurance, many salesmen use e-insurance to directly enter the underwriting, and then return the information to the company for scanning. Thereby effectively reducing the occurrence of new contract record problems. However, with the wide application of electronic security, some new problems have emerged. Due to the convenience of electronic insurance entry, there are often salesmen who make mistakes in information entry because of carelessness, and need to withdraw part of it within the hesitation period, resubmit it or surrender it. Therefore, there will be more duplicate data in the system, which will have a great impact on the actual arrival rate, underwriting rate and surrender rate during the period. In addition, many business partners do not pay enough attention to the requirements of birthday documents because of the fast underwriting time of e-Bao Tong. It is often because the birthday is approaching that the signing of the bill is unsuccessful. Therefore, it is necessary to strengthen the training and publicity of electronic insurance application and underwriting knowledge.
2. Physical examination rate and physical examination positive rate: The physical examination rate of this month is lower than that of previous months, mainly because the salesman chose standard insurance when choosing the insured customers, and also chose insurance without physical examination when choosing the insurance types, so most physical examination documents were sent to over-age customers, but at the same time the physical examination positive rate was too high. There were three physical examinations in June, and the physical examination results of three people all had abnormal values. The positive rate of physical examination is as high as 100%.
3. Notice issuance and write-back: According to the policy cost management method, a penalty is required for issuing a reminder, but there are still many phenomena of not saving money after handing in documents. In addition, the notice of resale was not timely, which led to the invalidation of the advance receipt policy and the inability to transfer funds, which also greatly affected the advance receipt rate of China Branch. Even after the re-investment of the policy, it has seriously affected the underwriting time limit of the policy.
Second, the claims business:
In June, the total number of * * * claims was 7, except for 1, which was confirmed by the surveyor to be insured in spite of illness and refused to pay. The remaining cases have been paid. Within half an hour after the system sign-in, the completion rate of counter sign-in cases reached 100%. The return visit rate also reached 100%.
Three. Complaint:
Complaints 1 started in June, 20 _ _ _, all of which were caused by misleading sales of banking services. In view of this phenomenon, it is necessary to strengthen the quality management of sales personnel, especially to improve the sales training and effective quality management of sales personnel in the banking industry.
Insufficient personal work and improvement measures
For a customer service staff, there are many customers with different personalities and different problems every day. Although the business has gradually become familiar with the work for many years, it lacks reasonable and effective planning for the work. Service system is the core of the company's top ten systems at this stage. As a customer service staff, service is also the most basic work. We should not only serve customers well, but also serve the field team well. In the past, the field staff lacked patience and the team lacked training in various skills, resulting in a waste of resources. I haven't done field work myself, and I haven't carried out the actual sales process. A lot of things are on paper, and in the end I feel very shallow. Training skills are relatively weak, there is no actual teaching experience, and there is no accurate grasp of the team members' ideas. But I can do better in service and do things carefully. Look at problems from the standpoint of business teams and help them solve practical problems. Even smiling at a job can make the on-site team have a good mood to go out for an exhibition. I will constantly improve my shortcomings in my future work. Let yourself form good habits and do your work more competently and meticulously. Put the service spirit in place and implement it to every detail.
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