Hello, leaders and colleagues! My name is mm, and I come from mmm Post Office 1 1 185 Customer Service Center. First of all, I sincerely thank the provincial bureau for giving me this opportunity to learn and communicate, and thank leaders at all levels for their training over the years. The topic of my report is: caring for customers and sincere service. I was born in a family of post and telecommunications workers and grew up in the arms of my mother's green military uniform. "Wearing a green military uniform" was my childhood dream. 1August, 997, after graduating from Shanxi Post School, I walked into the door of Changzhi Post and Telecommunications as I wished, and became a postman gloriously. For nine years, I have been engaged in postal express delivery, collection, delivery and postal etiquette. In April of 200 1 year, I was transferred to 65438+. It has formed an indissoluble bond with the synchronous development of1185. In the past nine years, I have witnessed the ups and downs experienced by our enterprise under the leadership of the provincial bureau, and personally felt the pulse of Shanxi postal people's unity and forge ahead, innovative management and being the first. For nine years, I have been paying attention to customers, serving sincerely and loving my line. I put my infinite love for postal service and sincerity for users into customer service, and strive to practice the glorious mission of green messenger in my ordinary job. For six years in a row, he was rated as "advanced producer" by the Municipal Bureau, "Star of Postal Service" by the Municipal Bureau twice, and "Top Ten Star of Postal Service" by the whole province twice. In 2003, he took the post of team leader. As we all know,1185 customer service center is the external window for postal enterprises to provide users with all-round services, and plays an important role in "serving people's lives and supporting enterprise operations". As an operator of 1 1 185, he has to answer hundreds of calls every day and face all kinds of personalities every day. Our words and deeds not only reflect personal qualities, but also represent the image of the whole postal enterprise. I often think about a problem. As an operator, how can we spend more time on ordinary posts and make users wait less and worry less? Therefore, I insist on going to work early, getting off work late and working overtime, with no regrets. I have done everything I promised to my users, and I will never break my word. I remember one afternoon last summer, an aunt surnamed Li called and said that the specific medicine she bought for treating cancer had been delivered from other places for several days and had not yet received it. I looked at my watch, there are still a few minutes to go off work. In order not to worry my aunt, I immediately contacted the express delivery office. It turned out that the express mail could not be delivered normally many times because the address was unknown. But at this time, the courier has already left work, so I quickly dialed. Have it delivered by express first thing tomorrow morning. Hearing this, the old man said, "son, this medicine has a short validity period and has been delayed for a long time." I'm afraid it will fail, and I'm sick ... "At this time, I thought, what should I do if my mother encounters this situation? I immediately asked the old man's address, ran to the courier office to get the medicine, and rode my bike straight to menstruation's home. It suddenly rained heavily on the way, heartless. After this incident, I realized that when customers came to me for help, they trusted me and the postal service. As long as they can maintain the good reputation of the postal service and satisfy users, it's worthwhile to be tired again. As we all know, every summer is the season when colleges and universities in China mail admission notices. At the end, a student called and said: I saw on the Internet that he was admitted to a university in Beijing, but the notice has not been received. Please check it as soon as possible. Putting down the phone, I got in touch with the courier of the courier office and learned that there was no notice from him these days. Maybe the school hasn't sent it yet. The students were even more anxious when they heard this: "Impossible, school will start soon, and I haven't gone through any formalities yet. The notice must have been sent. Please help me find it again! " But I'm off work at this time, and I still have to pick up the children. But when I thought of the anxious look of the student expecting to be informed, I gritted my teeth and immediately called my lover and handed over the matter of picking up the child to him. I quickly went to the courier office with Master Wang. Express delivery just imported this afternoon. However, large and small packages are filled with thousands of emails from all over the country, so we can only look for them one by one, and time is running out. Finally found the student's admission notice on 10 in the afternoon. I was ecstatic and hurried back to the center to answer the candidates. In 2004, after Changzhi won the title of "Top Ten Charming Cities in China", I was deeply encouraged and determined to add luster to the charming city with my sincere service. We must turn 1 1 185 customer service center into a "charming window" of a "charming city". After studying with colleagues, I put forward a brand-new service concept of "family service is at the post, and love is always at the information desk", and carried out the empathy of "if I were a user", which further deepened the connotation of service. Usually, it's my treat. Record users' information and postal needs at any time. In my service consciousness, there has never been the concept of "internal duty" or "external duty". In addition to completing my job, I often handle other "foreign affairs" for the masses. For example, when customers call for services unrelated to postal services, such as housekeeping service, looking for a nanny and asking for directions, I try my best to make use of the information resources owned by the center and try my best to provide them with some help and services within my power. Relieve their worries. In life, we often hear such a sigh: the current social mood is indifferent and there is a lack of trust between people. I have encountered similar problems in the process of serving customers. But I firmly believe that as long as I impress customers with a sincere heart and take the initiative to resolve indifference, I will be able to build a bridge of mutual understanding and win the trust of customers. Once, a new telephone operator was impatient when accepting customer complaints. The words were a little extreme and we had a fight. As soon as I knew, I called the customer, patiently explained the reasons, stabilized the customer's mood, and apologized to him on behalf of the center. However, after a few minutes, the contradiction remained unresolved. In the face of customers' incomprehension and successive disobedience, I asked the customer's address with the patience of a postal worker and offered a face-to-face apology. After I put the phone down, I hurried to the etiquette center to buy a bunch of flowers. I took a taxi with the new operator to apologize at the customer's house. Embarrassed, the customer offered his seat to pour water and gave us many good suggestions to improve the service. Since I became a team leader, I have always adhered to the monitor system and went out early and returned late with my sisters. At work, I talk to them more, think more and help them do more. On my calendar, this is never normal. There has never been a complete Golden Week, and there are few opportunities to reunite with relatives. In order to make everyone have a happy Spring Festival, I always take my own class on New Year's Eve and New Year's Day. To tell the truth, no one wants to have a comfortable job, a stable income, and be a good wife and mother with peace of mind, but out of love for postal services and pursuit of life ideals, I am duty-bound to shoulder this responsibility. On New Year's Eve this year, just as I was packing my things to get off work, I received a phone call from a young man who was working in Guangdong to go home for the New Year, saying that he wanted to book a return ticket for the second day of junior high school. At that time, it was already past eight o'clock in the evening, and it was the time for family reunion. I remembered the crackling firecrackers outside the window. In order to reassure the young man for the New Year, I restarted the computer network and inquired about the tickets from Changzhi to Guangzhou. Fortunately, I have a ticket, so please inform him to confirm the booking. I said happily, "I'll get the ticket now." I said, "It's cold outside. It's not easy for you to come all the way back for the New Year. Stay at home and spend more time with your relatives. I will send it to you. " The family couldn't believe that the New Year's Eve could send him a plane ticket and invited me to stay for dinner again and again. I smiled and said, "No, my family is still waiting for me to go back for dinner." Over the past few years, I have devoted myself to customer service and neglected to take care of my relatives and children all the year round. At first, my lover didn't understand, and often said, "You are a woman's house. Just live in peace. Why make yourself so nervous!" However, I persuaded my lover and gained understanding and support. Later, my lover changed from a life partner to a career confidant. She not only suggested my work, but also took the initiative to undertake all the housework. She also promoted postal services to colleagues and friends around her at every opportunity and became a volunteer propagandist of our post office. My daughter has been in kindergarten for three years, and I have only been there a few times. One afternoon in March this year, my wife was on a business trip and couldn't pick up the children. When I got to the kindergarten after work, I saw my daughter lying on the windowsill looking around. The child cried as soon as he saw me: "Mom, why are you here?" Did I disobey again? " I was so sad that I couldn't help crying on my daughter's little face. I owe my children so much! Over the years, my sisters and I have set up a rainbow of contact between users and postal services by telephone on the three-foot platform, and set up a bridge of communication between users and postal services. We travel through time and space along radio waves, turning strangeness into familiarity, serving customers with sincerity and exchanging trust with sincerity. My customer service center 1 165438 has become. A "window of charm" facing the world. I will follow the example of "Love Post Road", take the trust of customers as the driving force for progress, and do a good job of service with honor as the spur, so as to add luster to the paving of Shanxi Post's "Road of Harmony", "Road of Heart to Heart" and "Road of Civilization" and contribute my youth and wisdom! Thank you!
Please accept it, thank you!