First, the content of the internship
Position: Logistics Customer Service
Internship time: July 20XX 10 to August 25th 20XX.
Internship location: XX Logistics Information Technology Co., Ltd.
Practice purpose: To understand the logistics market in Changsha and the process of learning logistics work, to exercise their language communication skills, to cultivate team spirit, to organically combine theory with practice, and to further learn and understand the connotation and extension of logistics from practice.
Responsibilities: Understand the customer's problems and solve the problems encountered by customers.
Company Profile: XX Logistics Technology Co., Ltd. was established in 1995. It is a high-tech enterprise that spans the two fields of e-commerce and modern logistics, and focuses on the construction of public information service system in logistics industry and the development of Internet value-added services. It is also the only leading enterprise specializing in public logistics service system in Hunan Province. At present, the main products developed by the company are: Tianjiao Logistics Electronic Business Card Network, Tianjiao Logistics Credit Service Network, VOIP network telephone system and many other services. So far, it has undertaken the important task of information construction of logistics industry in Hunan Province. The corporate culture of the company is the core value of advocating customer-centered and result-oriented; Create a cultural atmosphere of respect, learning, integration and happiness. The company will also plan the talent demand or employees' personal career, design various courses or sign agreements with relevant domestic training companies to train employees regularly. The company feels that employees who enter Tianjiao Company must be elite talents in the industry after leaving Tianjiao Company. Tianjiao Company's excellent manager training plan is a part of the company's corporate culture, and it cooperates with famous domestic management teams.
The training company signed a directional training agreement, which provided effective management support for the company's development and also provided the source power for the company's development. Create the first brand of logistics service in China!
Second, the process of internship
I have a few days of pre-job training on my first day in the company. Because the company has many products, we have a lot to learn and understand thoroughly. We still have to operate some systems skillfully. Basically, I can't go to work on time, and I have to recite something when I meet in the dormitory. In addition to these business studies, there is also to learn to speak, learn to keep a good voice, and make drugs that satisfy customers.
When working formally, I still feel a little overwhelmed, so I still have a lot to learn. However, you still need to consult your predecessors if you don't understand. At first, I felt very nervous, afraid to speak, and there were many colloquial words. Moreover, because I am not very familiar with professional knowledge and the system operation is not skilled, many customers are dissatisfied this time, which will reduce customer satisfaction. However, after a period of training, I have gradually become familiar with the responsibilities of this position and will also solve some problems raised by customers. In this internship, the main contents are as follows:
1. Call back: According to the file, we will provide customers with telephone tracking service regularly. Ask about the use of products, evaluate the performance of our products and the attitude of promoters, and make records and statistics on the reasonable use of some products. Be fully prepared before returning the call, be targeted, don't ramble, be concise and to the point, and report the potential service consumption demand to the leader in time.
2. Customer consultation and complaint handling
When the customer calls to inquire about the related maintenance business, please note down the customer's work address, unit and contact telephone number for future contact. In this process, we should listen carefully to customers' opinions and make records. After listening to the opinions, we should give an immediate reply. If we can't deal with it immediately, we should first pay tribute to our customers, apologize and clearly point out the time for our next reply. When dealing with complaints, don't be subjective, but deal with them calmly.
Third, the harvest of internship
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