Model essay on customer service work 100 1
Time flies, in a blink of an eye, I have been in xx company for three months.
Model essay on customer service work 100 1
Time flies, in a blink of an eye, I have been in xx company for three months. Looking back on these three months, I am not only deeply touched, but now I will summarize my work in these three months as follows:
Because I have no experience in logistics before, I am worried that I can't integrate into customer service. However, from the first day I entered the company, the company has always emphasized the corporate culture of "Qi Xin working together and aiming high", the relaxed and harmonious working atmosphere, and the patient guidance of manager Shi and colleagues in the customer service department, which enabled me to adapt to the working environment of the company in a short time and become familiar with the whole operation process of the company. In the work of customer service department, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, learning from my colleagues with an open mind, learning from their many good work habits and accumulating experience in my work. The company pays attention to time limit and commitment, so our customer service should conform to the spirit of the company, be polite and courteous, and be very careful when accepting, tracking, inquiring and confirming the receipt. I will also strengthen my business knowledge, constantly improve and enrich myself, hoping to be independent as soon as possible and make more contributions to the company. But I have also made some mistakes in my work, so I will consider all kinds of problems more comprehensively to prevent similar mistakes from happening. I would like to thank manager Shi and my colleagues for reminding and correcting my mistakes in my work in time.
After becoming a full member of Xie Yuan, I have a deeper understanding of customer service, and have relatively improved in dealing with problems and emergencies. First of all, I think "carefulness" is the most important thing in customer service. For example, at the time of acceptance, it is necessary to obtain product information and customer requirements as detailed as possible; When registering and inquiring with the operation department, we should know the actual situation of goods in transit and arrival as much as possible, and have the ability to speculate and judge the follow-up situation based on this information, and answer customers' inquiries in a short way to satisfy customers.
Find out the problems, causes and solutions in the work, and constantly improve and improve. So it is very important to pay attention to the details of logistics work. Second, don't be subjective. If there are any anomalies that are inconsistent with the past, we should observe them calmly, do not blindly deal with them, and conscientiously implement them. Instead of emphasizing "self-centeredness", we emphasize "the overall interest is supreme" and carry forward the spirit of "someone is responsible for my obedience and no one is responsible for my responsibility" in our work. For example, when accepting, replying to customers and accepting instructions from leaders, don't rely on subjective imagination, step by step and take simple things seriously. I remember a saying called "simple things, you can't stop when success comes". For logistics, success means punctuality, correctness and efficiency. Third, be brave in taking responsibility. Work is to be a man before doing things, personality determines fate, attitude determines everything, and communication solves everything. If you have a problem, you should be brave enough to bear it. For example, there is a mistake in losing the bill, or the things on duty at the weekend are not handled properly. It's okay to say "I'm sorry, I lost it" or "I'm on duty", otherwise it's not good for everyone to bear it together. Don't pass the buck when something goes wrong. Tell me about the situation and reasons at that time. Let's learn from it and avoid making the same mistake next time. Maybe the leader will praise him for being honest and a good employee. This will also ensure peace and unity among all departments. Fourth, don't get emotional. When something "gets in the way" occurs at work, what unhappy things appear in life should not be emotional and should not affect work or others. Treat colleagues and leaders as friends and express your thoughts and suggestions. Because you will deal with unexpected things at any time, logistics work should have a normal heart, a kind heart, whether what you say will hurt others, whether there will be contradictions and so on. , to increase the sense of collective honor and enhance collective cohesion.
Finally, regular or irregular internal and external training. The enterprise's strategy is changing, and the ability to implement it is also changing. Therefore, it is necessary to communicate with employees in work and life, communicate with employees ideologically, conduct business training for employees (such as master taking apprentices), and conduct all-round quality training. Such as aviation common sense training, internal experience exchange, external study tour, logistics management training and so on. The advantage is that the company has high-quality talents to adapt to the current development and changes, while employees better enrich themselves, better complete their work and pay more.
Model essay on customer service summary 100 2
Since joining the company for one month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.
In fact, speaking skills are also needed, especially Taobao customer service speaking skills are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.
First, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust. Even if we are angry offline, we can't bring our emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements.
Second, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction.
Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.
Fourth, promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.
Model essay on customer service summary 100 3
Time flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that telephone customer service work is to constantly accept various challenges in the ordinary and constantly look for the meaning and value of work. An excellent telephone customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment.
First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in telephone customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, sometimes at work, I am impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a telephone customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a telephone customer service staff, I always think 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.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; 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. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
Third, smile service-one of the basic qualities of telephone customer service
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As a telephone customer service staff, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
These are just my superficial views as a newcomer. I will try to do better in my 20xx years of work, learn from my predecessors, do a good job with all my colleagues and face new challenges together.
Model essay on customer service summary 100 4
The work of Xx years is drawing to a close. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service. The following is a summary of my work in the past year:
The company manager's office continues to pay equal attention to business development and housekeeping, realize the management mode of * * *, and lead all customer service staff to unite and forge ahead. Customer service management has made some achievements, and the level of customer service has also been fundamentally improved. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects.
First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.
Mainly from the "internal quality, external image", by paying attention to the quality of the company's personnel in various positions, we can further improve customer satisfaction and establish a good external image of the company.
An excellent team must have a service team with excellent quality and technology. Our department has made great efforts to improve the system, and continuously increased the service assessment by strengthening the implementation of the system, so as to further improve the comprehensive quality of customer service personnel.
In view of the nonstandard service etiquette of some tellers in our company, the customer service department of our company pays great attention to the service norms of all customer service personnel, and has done some intensive training for customer service personnel from the aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.
In June xx, the Head Office held a national qualification examination for counter personnel, and all the staff of our department took part in it. Nine people passed the examination, with a certificate-holding rate of 70%. The national systematic examination for counter personnel has strengthened the professional knowledge learning of customer service personnel and improved the service quality of customer service departments.
Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.
In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.
Third, service-oriented, promote sales, and combine daily business processing with service work.
According to the document spirit of the parent company, our company has launched the "1+n" service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities. In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.
Four, starting from the service itself, "all for customers", and constantly innovate the service content.
In order to further build the company's vip customer service system and provide value-added services for vip customers, the branch launched an activity to provide preferential services to vip customers in the whole region. Through the development of this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.
Model essay on customer service summary 100 5
How time flies! It's almost three months in the blink of an eye. Looking back on the past two months, I really have mixed feelings.
Too many to sum up. Now, I briefly summarize as follows: E-commerce is my major, and I have always had a strong interest and hobby in e-commerce, especially online marketing. When I first entered the company, the order quantity of seat covers was very small. With the attention of the company, the support of the development department and the instructions of the supervisor, I focused on the decoration and art design of the store, the editing and modification of goods, the price adjustment, especially a lot of publicity and promotion, and finally won it on the 20 th day after I came in.
I have been telling myself to vigorously promote stores, so that our stores and products can stand out from a large number of Taobao stores and competitors and be searched by others, so I have done a lot of work, such as making links to other stores, collecting blogs, posting by Weibo, keeping diaries and other promotions, and those promotions are all fruitful. We use the platform of through train promotion, taobao guest promotion and distribution to make our sales more and more objective. With the participation of taobao guest and distributors, our team has grown. We have changed from a few people to a big sales team. Relying on their strength, we received more orders, and now they are beginning to have orders.
It is a gratifying phenomenon to watch the order volume of our store increase gradually. As long as we sum up more and find a better way to promote it, it will definitely sell better. And taking more orders and creating more profits for the company is my main goal in the future.
Guangzhou Fuzhixiang Company specializes in the production and operation of car seat covers, with a monthly output of 654.38+10,000 sets and an annual output of more than 654.38+10,000 sets. Products are exported to Europe, the United States, Malaysia and China. Now the company has newly developed a brand (Tiananxiang) and is looking for taobao guest to help promote it. The commission is 3%-5%, which is stable and reliable, because the price of each seat cover of a single product is 100-600.
Responsibilities of the supervisor:
1, improve the rules and regulations of the customer service hall and implement the reward and punishment system.
2. Supervise and inspect the daily management affairs of the customer service hall.
3. Collect and review daily complaint records, check report forms and maintenance items, and follow up.
4. Responsible for arranging, guiding, supervising and evaluating the work of employees in the customer service hall.
5. Accept the complaints of operators that the receptionist and manager can't handle, and put them on record, and do a good job of returning to the operators after handling the complaints.
6. The illegal operation or behavior of the staff in the customer service hall should be stopped in time or handled according to the regulations, and important events should be reported to the community director.
7. Arrange managers to issue various payment notices to operators in time, and urge subordinates to complete the statistics of the collection rate of various expenses.
8. Be responsible for the statistics and analysis of the service quality of the front desk, managers and clerks on a regular basis, and put forward the rectification plan.
9. Make a training plan and implement the training for the staff in the customer service hall.
Work contents and standards:
1, memorize the rules, regulations and workflow of the customer service hall.
2, improve the customer service hall rules and regulations and workflow, supervise the implementation of the system and process and make relevant records.
3. Make overall arrangements for the work of all the staff in the customer service hall, supervise the quality of work according to the job responsibilities and work contents, prevent violations, report major situations to the community director, and closely cooperate with the community director to handle matters.
4. Collect complaint record forms, inspection report forms, maintenance demand forms and other related work forms every day, carefully review the contents recorded in each form according to the relevant regulations of the customer service hall, classify them according to the actual situation, and implement them as soon as possible.
5. Arrange the manager to issue various payment notices to the operators, and the manager must issue the payment instructions in place to avoid the payment delay caused by the payment instructions not being delivered in time or the payment errors; Pay attention to the collection of fees after the payment bill is issued. After the payment deadline, urge subordinates to complete the collection statistics of various expenses, complete the collection statistics within one day after the standard deadline, summarize the business households that have not paid the fees, and arrange management personnel to make a reminder within two days.
6. Formulate detailed punishment measures and evaluate them through assessment, year-end work quality and service quality. , reward or punishment. At the end of each month, make statistics on the service quality of the front desk, managers and clerks, form an analysis summary report and relevant rectification plans, and report them to the community director.
7. Formulate and implement the training plan for all employees in the customer service hall, arrange regular training every week and month, make an evaluation report on the training situation, and report it to the community director at the end of the month.
8. Preside over the customer service hall meeting at 3pm every Saturday to summarize and arrange the work; And submit a written weekly summary and weekly work plan to the community director.