Internship purpose:
It is to pave the way for me to adapt to the working environment after graduation, understand the types of talents needed by society, and exercise my adaptability, perseverance, patience, learning ability and communication ability.
Internship content:
The main job of Unicom 100 10 customer service call center is to answer every Unicom user's phone, answer users' questions, help users handle business and solve problems. Undertake all Unicom users in Guangxi. Telephone. No matter what the phone content is, it should be displayed to customers with the best service attitude. Before I officially became a customer service representative to answer the phone, the company arranged for me to conduct business training for half a month. The main content of the training is how to answer the phone call of customer service center 100 10, handle business, answer the questions of Unicom users and handle business. China Unicom has 2g, 3g, broadband, smart and other mobile phone services, and its business scope is relatively wide. The training process is a painful process. It may take half a year to fully absorb and digest the knowledge of the school. I will master it in half a month, and the pressure is beyond my imagination and acceptance. Many colleagues who are also training have left one after another. Persistence is victory!
Half a month is very short. Fortunately, I persisted in the training process. 20xx started answering the phone in June, 65438+ 10 month. My first call was still impressive. O: hello! Internship customer service representative 825 is at your service. what can I do for you? On the other end of the phone: I can't connect to the broadband. What happened? I was in such a hurry that my mind went blank. The master was next to me, and the instructor said, "What do you suggest if I can't connect first?" ? First check whether there is any arrears and ask if there is any attempt to plug in the network cable. This solution can be found in the broadband service fault consultation solution in the system knowledge base. My voice was still shaking when I answered it. After hanging up the phone, my heart was pounding and I couldn't calm down for a long time. It turns out that whether you can do every job well has an unforgettable and arduous process. Unfamiliar business and unskilled system operation make me flustered, like ants on hot bricks. I once again thought of giving up. I am glad that I have persisted to the stage where I can write an internship report and seal it. From 20 calls a day in the previous 8 hours to 100 now, I have calculated that the company requires each full-time employee to make more than 3,000 calls a month, with an average of 20 calls per hour and one call every three minutes. I never thought I could answer so many calls eight hours a day, so I can. I received a complaint call for the first time: Are you in charge of that shop assistant? I said, if you have any comments or requirements, we can feed your records back to the relevant departments for your verification and handling. He said: I went to the business hall to pay the phone bill. When I first entered, the clerk of WeChat official account for 1 12 was chatting. Ignoring me, I smoked two cigarettes at the door and then went back to pay the phone bill. The clerk was still chatting, so I wrote down the number and asked her to help me pay the phone bill. She said: I took the bus for ten minutes and didn't help me pay, so I went back. Bad attitude. I snickered for a long time and recorded my uncle's situation. This is my job. I meet different people, different questions, different things and different voices every day. Although the other party just heard my voice and never met each other, it is incredible to leave a sound impression on the other party. Being able to hear different voices and feel different things and things is like going to different places and seeing many strange things. I feel the same. Of course, there are also a lot of harassing phone calls, and you will also hear a lot of ugly words, such as: Why did my phone bill cost 10 yesterday, and today there is only 5 yuan left? How did you buckle it? In the face of users' queries, I said: The deducted fee is the function fee of caller ID, 5 yuan. If you have any questions, please call 100 10. See you later. Miss, what time do you get off work tonight? I invite you to dinner. I really hope that so many people invite me to dinner every day, which can save a lot of food expenses. Faced with such an invitation, I can only say: I'm very sorry, sir. If you don't need any other business consultation, please turn your phone to automatic voice. If you need help, please select manual input again. Thank you for calling. Goodbye!
Internship results:
In March of 20xx, I successfully passed the formal examination of the company and gained solid business knowledge. Many questions can be answered quickly without asking the master himself. Daily telephone calls are more than 100, and the typing speed is greatly improved, with 63 words per minute. The system required by the business can also be skillfully operated quickly, and more importantly, my ability to withstand pressure has been greatly improved, which makes me very complacent. Originally, there were no dumbest people, only the laziest people, and my efforts would always bear fruit.
Practical experience:
In this internship, I learned a lot, learned a lot, and learned a lot. Work is not like school. You can squint when you are sleepy, eat bread secretly when you are hungry, play qq on your mobile phone when you are bored, sleep in for two days a week or go out to play on holidays. You can get up every morning and walk into the classroom. However, although there is only one word difference between going to work and attending classes, the content is quite different. The only thing in common is that we all need to study. Every company will have its own rules and regulations, which you should abide by. You violated the penalty of being fined. This makes me understand that you didn't study hard and didn't go to school.
Study this lesson of life well, and you will learn it in the process of work. Let you never forget it. I learned this lesson. I should be responsible for my work, smile at my colleagues, be open-minded, ask questions if I don't understand, be decisive in the face of problems, be patient in answering users' questions, be skillful in speaking and be serious in my work. Just out of the campus, we still have a lot of immature question marks on our faces, and our minds are still simple and our thoughts are still naive. When looking for an internship unit, we have seen what competition is, what reality is when interviewing, and what society is when working. Everyone will have such a process, from immature innocence to facing reality. We also know the talents that society needs. In order to adapt, we should study. We should keep learning and climbing like snails, get to know ourselves and society at work, and we will graduate soon. Internship is the last class in the university, and the experience we get from it is also very unusual. Keep trying!