4s shop customer service summary model essay 1
Combined with the overall operation of XXXX after-sales maintenance, the after-sales department basically realized the work plan drawn up at the beginning of the year. Customer recognition is an incentive to our work, while criticism and suggestions are the direction of work improvement. In order to better complete the work, sum up experience, foster strengths and avoid weaknesses, the work of the after-sales service department is summarized as follows:
I. Main work of XXXX after-sales service department: Turnover of XXXX after-sales service department: more than XX million yuan. Gross profit: 10,000 yuan, and the average turnover of bicycles: XX yuan. XxXX vehicles entered the factory in xxxx year, including Runbao XX vehicles. (The specific data can be based on the actual situation of the department. )
Second, shortcomings.
The after-sales service department has been established for a short time, with many new members, imperfect system and lack of on-site practical experience. We should persist in strengthening field practice, cultivate and upgrade various professional levels in practice, strive for the initiative in work, improve the sense of responsibility and professionalism, strengthen work efficiency and improve work quality.
It is necessary to establish a true "master" thought, think in one place, make efforts in one place, and actively serve all the work of the company. For the company's better development, better service to the car to contribute their meager strength.
Three. XXXX after-sales service department work plan
Identify and focus on serving loyal customers. With the increase of the number of people in the jurisdiction, it is important to improve customer satisfaction and reduce the loss of customers, especially loyal customers. In order to ensure the better, faster and stronger development of our company, the work plan of after-sales maintenance service department is as follows:
(A), refined customer management
1, according to the number of customer returns and the quality of customers as the evaluation index of customer loyalty, find out our loyal customers as our key maintenance objects;
2. Through the return visit and analysis of lost customers, find out the internal reasons and improvement measures of customer loss;
3. Give priority to inform our loyal customers in various activities organized by the company, so that customers can get special treatment and increase their sense of dependence and belonging to franchise stores.
(2), renewal rate and appointment rate
The increase in the number of stops leads to a long waiting time for customers during the peak maintenance period and the workshop is overloaded. It is necessary to make reasonable arrangements by making an appointment to reduce the waiting time of customers.
(3) Enjoy resources and enjoy healthy competition.
Share resources with other stores in terms of customers, claims, spare parts, etc., promote healthy competition, and reduce customer loss and waste of resources; Form an information platform for spare parts and technology interaction to improve the overall combat effectiveness;
(4), personnel training
With the continuous application of new vehicle technology, the shortening of replacement cycle and the improvement of customer expectations, the quality and combat effectiveness of personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:
1, increase the frequency of training work, and divide it into regular and irregular training assessment;
2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation, especially the assessment of actual reception capacity. Maintenance technicians pay attention to the training of operation skills and daily troubleshooting ability to improve the overall combat effectiveness of employees.
(5) Increase maintenance personnel.
With the increase of ownership and the frequency of returning to the factory, the number of maintenance personnel should be appropriately increased while strengthening management and improving work efficiency and assessing per capita output value.
(vi) Team building
1, the objectives and forms of expression are based on the principles of fairness, justice and openness. Only by maximizing the interests of the team can the interests of individuals be maximized. Organize training and assessment for this after-sales maintenance to create a learning atmosphere and enhance the service concept and personal skills of employees; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.
2. The implementation means and measures are that all training and assessment materials are included in employees' personal files, team consciousness is directly linked to employees' personal income, and priority is given to going out for training, title promotion and welfare treatment with strong team consciousness.
4s shop customer service work summary model essay 2
Time flies, walk in? It's been months, so we should sum up our work progress.
Thank you first? People give me enough tolerance, care and help; I would also like to thank the leaders for their "all rivers run into the sea". Your insistence on me gives me no reason to back down and not work hard. Looking forward to working with your partners to build invincible warships and working with your firm pioneers?
Are you online? My experience must be precious, and I really feel my growth and maturity. Of course, because the edges and corners are too sharp, there are many shortcomings and methods in doing things, which inadvertently hurt and hurt some partners. I sincerely thank all my colleagues here? My dearest friend, my fellow traveler said sorry, I hope you can understand.
The following is my work report during this period:
First, through learning and accumulation? And then what? Have a deeper understanding of what you are doing.
? The faster you make progress, the more things you do, and the greater your contribution to the country and society. This is my understanding. I come from a remote rural area and know who we serve. "Migrant workers" have a bad working environment and a hard life, but China society lacks organizations, especially enterprises, to help this huge group and seek their welfare. Through working and studying in ..., I deeply realize what a noble cause we are engaged in!
Perhaps from the beginning to now, we have not received enough recognition and understanding, and our achievements are not enough to make us proud. But we are glad to see that more and more young people who are interested in serving migrant workers have joined our ranks, and many things we have done have been recognized by the government and more and more institutions? Especially the support and understanding of the vast number of migrant workers, I am proud to be engaged in such a profession.
Of course. As a developing enterprise, there are still many imperfections; The system is imperfect, and the lack of market development ability and departmental coordination ability still puzzles us, which is far from the construction of the target team. We need innovation and even revolution to improve ourselves, which may cost a lot and require courage.
Second, seriously study the work function and further improve the work ability.
During my stay in the Planning Department and the Ministry of Commerce, I was mainly engaged in media reception, issuing cards, distributing posters, and sorting out opinions on website adjustment during the meeting. I have always maintained a high enthusiasm in my work, and I have been encouraged and helped by many partners, and I have achieved certain results. After the forum, the participating media rushed to report. Through in-depth contact with migrant workers in the process of issuing cards, we have a deeper understanding and cognition of the objects we serve, sum up some methods, and try our best to publicize "?" Brand; In the process of sorting out the opinions of the website, I exchanged discussions with many colleagues, gained a deeper understanding of the company, and put forward some immature suggestions, which laid some foundation for the present work and learned a lot of methods and reasons.
Of course, I am also aware of my own shortcomings; I am inexperienced in activity planning, poor in computer skills and thoughtless in doing things, so I am reading a lot of books, listening to a lot of lectures in my spare time, constantly reflecting on my progress, improving my working methods and improving my ability. The horsepower can only be known when it is far away, and it can only be seen when it is cold. I believe that through constant adjustment and study, I can be more competent for future work and get enough recognition and understanding; I will also strive to improve and try to put forward some mature plans at an appropriate time to contribute to the development and construction of the company.
XX years? Personally, this is a crucial year. I will try my best to overcome my own shortcomings, improve my comprehensive quality and devote myself to my work with greater enthusiasm. I firmly believe in "?" This harmonious banner will fly high in the north and south of the motherland, expecting something and peace? Jump on the trend together!
4s shop customer service work summary model essay 3
Time flies, time flies, and I have been a customer service worker for almost a year. There have been joys and sorrows, successes and failures this year. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.
The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.
Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. Every day, according to the changes of spare parts and broken parts, make the xxx library report of the previous day.
Do "xxx library report" should pay attention to the following points:
First of all, we should find the corresponding documents such as xx receipt, xx list, xx warehouse receipt, xx customer service maintenance list and xx warranty list. Carefully verify whether the file information is consistent with the data information recorded during the self-inspection. If it is inconsistent, review it carefully immediately. When problems are found, report to relevant leaders in time, and solve the problems in the first time, leaving no future trouble.
Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.
Thirdly, it should be noted that the summation formula is used to verify the statistical data, so as to ensure the correctness of the data. Be sure to write your name and date when you finish the "goods in and out report", and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check. Fourth, it should be noted that after transmission, you should immediately take away the corresponding account books on xx report, xx service maintenance sheet, xx warranty sheet and other documents. Our company has five spare parts account books, namely xx account, xx account, xx account, xx account and xx account. In addition, you should pay attention to your personality when making accounts. When the spare parts sent to you by the headquarters have not been charged or you have not received the spare parts sent by the headquarters, you will not charge them first. But keep this clip. After receiving the spare parts and "Shenzhou delivery list" sent by the headquarters, the payment shall be made immediately.
When you receive the goods from the service station, you should pay attention to:
First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.
Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.
Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.
Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.
Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to understand customer consultation and machine inquiry in our daily work. We must ensure its accuracy, timeliness and consistency.
Gas station application for spare parts distribution and safety precautions;
First, the customer service of the branch must keep the surplus of its own inventory, apply for spare parts in time, and ensure that there are enough common spare parts in case there are no spare parts to distribute when the service station is in urgent need.
Second, the customer service of the branch company counts the physical objects at least within one week and reconciles with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.
Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.
Fourth, the customer service of the branch should not only pay attention to the company's property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work.
Precautions for exception handling:
Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and bringing intimate service to users.
There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.
In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, whether you can do it well or not, and do it with your own potential. It is not only a test of one's own potential, but also an increasing confidence.
4s shop customer service work summary model essay 4
Time is too thin and fingers are too narrow. In a flash, 20xx years passed. When I first came to the company, I may not have changed from the role of a student at once, and I am a little uncomfortable, but I am getting used to this rhythm. I have joined the customer service department of Hengli Company for more than half a year. In the past year, with the care, guidance and tolerance of leaders and colleagues, I have made some achievements in my work through my unremitting efforts, but there are still some shortcomings.
The customer service department is the bridge and information center of the management office, which plays a role in contacting the inside and outside, so colleagues in various departments should live in harmony, because the service level and quality of customer service personnel and the support of various departments at work directly affect the overall work of the customer service department, so the boss's requirements for each customer service personnel are quite strict, careful and professional. It is not enough to learn to do boring and monotonous work vividly, so the boss has done a good job in all aspects of training new employees, even the most basic ones. Personally, I just came to the company for training for a month and transferred back to Shaoguan. I felt that I had just learned the most basic fur of customer service staff, but I was later asked to go back to the company for another month. It was unnecessary at that time, but I felt a little behind when I came down.
At work, I will encounter problems that I don't understand at any time. Colleagues who are asked are very willing to teach and will not put on the airs of old employees. This is a relief for new employees. Of course, I will also meet some very tricky customers at work. As a customer service staff, I should first treat customers sincerely, treat customers as friends, sincerely provide practical and effective suggestions and help to customers, and listen carefully to their questions when giving advice to customers. Only in this way can we remain calm, carefully analyze and guide them, and put out the emotional anger of customers. To deal with such problems, we should not only master the basic skills of customer service staff, but also learn to improvise to avoid customers complaining more because of service attitude problems, so we should accumulate more experience in our work.
Seriously, sometimes I don't notice some details in my work. Maybe it's because I'm not careful, skilled or professional. In my work, sometimes mistakes are inevitable. I will try my best to overcome these shortcomings and hope to do better in the future.
Looking back on xx years, the company overfulfilled its tasks with a little shortage of staff. It's a little hard for me to start a job, but I have gained growth and achievements. Thank you very much for giving me such a platform. Looking forward to next year, we are facing opportunities and challenges. To this end, I will continue to unite and cooperate with Qixin in next year's work to achieve departmental goals and contribute to the development of the company.
20xx is a brand-new year and a year of self-challenge. I will try my best to correct the shortcomings of the past year, do a good job in the new year and contribute to the development of the company. Here, I would like to express my gratitude to my colleagues who have always supported my work. Thank colleagues for their tolerance and patience, and thank the boss for his teaching at work and care in life. Without the company's training, I wouldn't have made progress now, although the progress is not obvious. The growth and progress of the working ability of some employees in the company. Being a colleague gives me some sense of accomplishment and is also a spur to me. Continuous learning can make continuous progress. Every job my boss gives me is an opportunity for me to learn, and I will try my best to finish it. Time is always a cycle from year to year, but time records all the advantages and disadvantages. In the new year, I will put all the experience I have accumulated in my old job into my new year's work. I will work harder to carry out my own work, strengthen the cohesion of the department, and strive for greater progress in the new year's work.
4s shop customer service work summary model essay 5
Time flies, it has been a year since I came to the company unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. The following is a summary of my work this year.
First of all, the delivery problem.
When our products are sold, people will be sent to the site for installation service. This seemingly simple work has its importance. According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, and contact the customer half a day in advance to discuss how to receive the goods, so as to make arrangements in advance and ensure that the customer can make time adjustments during this period.
Because time is precious to everyone, other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.
Second, the site installation
After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. You can communicate with the person in charge during the period. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.
In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company has arranged and has rules and regulations, so it must be installed and debugged as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy now. "
Third, the installation and debugging
After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve. After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".
In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of the product itself, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management department knows this situation.
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