Summary of the work of old service consultants 1
Time flies. I have been in the company for more than a year.
As a newcomer
Summary of the work of old service consultants 1
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 customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent 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 own 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 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, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following: study hard, and the theory of keeping pace with the times is the forerunner of action. As a 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 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. 3。 Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders. Three-smile service-one of the basic qualities of customer service in today's society, all service industries are advocating smile 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 customer service personnel, 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.
At the same time, I also have some superficial views on how to overcome it: First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel. Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1, try your best to understand customer needs and actively help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust. 4。 Flexible mind, strong field adaptability, able to use the field conditions to solve problems on the spot immediately.
5, the appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.
Summary of the work of old service consultants II
In a blink of an eye, I have been in the 4s shop for half a year. In the past six months, I have changed from a car rookie who doesn't even know what at and mt are to a salesman who knows the performance of cars. Everything starts from scratch. While learning professional knowledge, open up the market. When I encounter difficulties and problems in sales and specialty, I will consult my experienced colleagues in time to find a solution. Here, thank you very much for your help! I am also very grateful to the leaders for giving me a platform to show myself.
In the past six months, I not only learned the basic knowledge of cars, but also got a deeper understanding of my own brand, which made me deeply fall in love with my job and the cars I sold. In my opinion, only by loving my post can I do my job well.
In a short period of half a year, I understand that it is not enough to rely on your own love to do car sales. We should learn how to negotiate with customers and analyze their situation. These are things that I have never experienced as a new salesman, and our old salesmen often take me as a newcomer and learn negotiation experience in the negotiation process. I am very grateful to my colleagues for this. So, up to now, I have difficult customers to talk about, and I will learn from the negotiation skills of the old salesman to negotiate.
Nowadays, the competition in the xx automobile sales market is becoming increasingly fierce. All salespeople are faced with the coexistence of stability and tempering, hope and opportunity, success and failure, so a positive attitude is very important.
I should start every day from the first sight in the morning. Every morning, I will wake up from the cheerful and radical alarm, and then greet the day's work with a full of energy and happiness. If I have less experience than others, then I am more honest than others; If I don't have as many lists as others, then I am better than others. These have always been my working attitude. I believe that only in this way can we finish the work better.
First, there are shortcomings.
The understanding of the market is not deep enough, the mastery of professional knowledge is not sufficient, and there is also a lack of experience in communicating with customers.
In the sales work, some people are eager to clinch a deal, which not only affects the development of their sales business, but also hits their self-confidence. I think I will abandon these bad practices in my future work, actively learn and consult the business knowledge of old salesmen and improve my sales skills as soon as possible.
Two. 20xx work plan
In the process of the company's development, I think that to become a qualified salesperson, we must first adjust our thinking, unify our thoughts and goals with the company, and clarify the company's development direction, so as to fully integrate into the company's development and carry out our work in an orderly manner. The following is my work plan for 20xx:
1, continue to learn the basic knowledge of automobiles, and accurately grasp the market dynamics, the dynamics of various similar competitive brands and new models. Grasp the development direction of Jiaxing automobile industry in real time.
2. Establish a good cooperative relationship with customers and establish customer information cards every day. At the same time, customers must follow up their confidence in real time and visit their old customers regularly. At the same time, we can develop new customers on the basis of old customers. Let more people know and understand Roewe Automobile and experience it for themselves.
Understand the customer's information service, hobbies, family situation, etc. , tap the needs of customers, do a good job in customer relations, and keep abreast of information.
Development of key customers. Here I want to say: I will treat class C customers as O classes, so that I have one more O class than others, and one more O class will give me one more chance. Visit customers at least three times a week.
3. Work hard to complete the task. In the tasks stipulated by the company, we should put pressure on ourselves and set tasks for ourselves. We should not only strive to complete the company's tasks, but also complete the tasks we set for ourselves. I believe that only when there is pressure can there be motivation.
4. Do your daily work conscientiously, and never be lazy or opportunistic.
Learn more successful sales experience in your spare time, and finally use it for yourself.
6. Do it in your work, win without arrogance, lose with grace, don't be overjoyed, do your work step by step, and complete the task in a down-to-earth manner.
7. Conscience: No matter in selling or learning automobile products, abandon selfish, strong and lazy temperament, learn the strengths of others with a positive attitude, learn to be modest, and learn to get along more harmoniously with bosses, friends and colleagues.
Finally, I thank the company for giving me a platform to show my ability. I will strictly abide by my professional ethics and move forward in the direction of excellent employees. Persevere in the face of difficulties, take the essence and discard the dross, unite and cooperate with other colleagues in the company, and let team spirit overcome everything.
Summary of the work of old service consultants 3
This internship means that my college life is coming to an end. Through this internship, I can clearly see what I need and want. Looking back on the past six months, I didn't know how to start the work at first, I didn't know the maintenance items, I didn't know the price of accessories, I didn't know how to deal with the customer's car failure, and I didn't know how to deal with the customer's complaints. Fortunately, the leaders and colleagues are very enthusiastic to teach me, so that I can gradually get familiar with all the work. Let me integrate into the after-sales team.
First of all, during my six months as a service consultant, I learned a lot and experienced a lot. I met all kinds of people and learned how to get along with others, work with different people and do a good job. While exercising my communication skills, it also laid a foundation for my future development. With the deepening of working hours, I feel more and more adapted to the job of service consultant. I have grown up from a jittery intern. Although I have made many mistakes, I have been learning and improving. I believe that one day I will become an independent service consultant.
Secondly, I feel that engaging in practical work related to my major in practice not only enhances my professional application skills, but also exercises my ability to analyze and solve problems independently by using the basic theories I have learned. In the future, I will take these valuable experiences and go forward bravely in the journey of life to meet the challenges.
Finally, I sincerely thank the leaders for their support and guidance to my work, so that I have enough confidence to do this job well. I also sincerely thank my colleagues for their patient guidance and help, so that I can get familiar with the work flow and professional knowledge as soon as possible.
Work plan for the second half of the year:
1. Always keep working enthusiasm and welcome every day's work with a good attitude. Multi-directional colleagues
Ask questions you don't understand with humility. Let yourself become a professional automobile after-sales service personnel.
2. Customer first, firmly grasp a large number of old customers and develop a number of high-quality new customers.
3. After-sales is a group, strengthen communication with workshops and warehouses, and give customers the most satisfactory efficiency.
In a word, I believe that with the joint efforts of all of us, our company will go to by going up one flight of stairs and give a satisfactory answer to the superior leaders!
Summary of the work of old service consultants 4
First, learn:
I didn't touch real estate before I joined the company, and I didn't know much about real estate, or even knew nothing about it. When I first came to the company, I was not familiar with the new environment and new things. With the help of company leaders and colleagues, I quickly learned about the nature of the company and the real estate market. Through hard study, I understand the real connotation and responsibility of real estate consultant, and I deeply like this job, and I also realize that my choice is correct.
Second, the professional knowledge:
When you first arrive at the company, you should first train your professional knowledge. As this is the first time I have come into contact with this kind of knowledge, my understanding of it is a bit slow. However, under the explanation and guidance of the leaders, I gradually entered the role and understood how important these are to me, which is of great help to my future work.
At the same time, we also went to the xx business circle to practice and apply what we have learned. I really felt so tired at that time, but in retrospect, I feel that the biggest difficulty to overcome is myself. Although I was very tired and bitter at that time, I persisted.
Third, personal income.
In March this year, we began to go to the outreach website to learn how to receive customers, understand sales and the workflow of the outreach website. This is very strange to us. Through leadership, you can learn more about various work processes and other work contents, from unfamiliar to familiar.
In my usual work, my colleagues also gave me a lot of advice and help to solve problems in time. This seemingly simple job actually needs more care and patience.
In the future, I will strengthen my professional knowledge and skills, with real estate sales as the main direction. In addition, I will have a wide understanding of the dynamics of the whole real estate market and stay at the forefront of the market.
As the saying goes: "Customer is God", it is my unshirkable responsibility to receive visiting customers well and establish a good company image in customer psychology. The working environment here makes me very satisfied, and the care of the leaders and the continuous improvement of working conditions give me motivation to work. The friendship, care, cooperation and mutual assistance among colleagues give me a sense of comfort and sureness in my work.
So I will go all out to do my job well, so that I can gain more and become stronger at the same time. In short, although I have made some achievements and progress in the past six months, there is still a certain gap from the requirements of the leaders.
In the future, I will further strengthen my study, work hard, give full play to my personal advantages and complement each other, and be a qualified sales consultant, so that I can occupy a place in the increasingly fierce market competition and make due contributions to the company's further success!
Summary of the work of old service consultants 5
Combined with the overall operation of after-sales maintenance in 20xx years, 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 after-sales service department in 20xx:
Annual turnover of 20xx after-sales department: 1 over 10,000 yuan. Gross profit: 10,000 yuan, and the average turnover of bicycles: xx yuan. Xx vehicles entered the factory in 20Xx, including xx Runbao 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. Work plan of after-sales service department in 20xx year
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 automobile 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.
Generally speaking, the new year is full of challenges. In order to achieve the company's quality objectives, the after-sales service department is ready to meet the challenges and is confident to do better!
Summary of the work of old service consultants 6
20xx is a year of fierce competition in the automobile market. Facing the grim situation, at the beginning of the year, we determined the whole year as the "year of service governance" and put forward the business policy of "promoting sales with service and creating benefits with governance". We selected employees who have been engaged in service for many years to set up the customer service department, and established the branch's own customer return visit system and user complaint acceptance system. Each business department holds a regular service meeting once a week, and a regular service meeting at the department manager level every quarter in combination with the service requirements of the business representative office and the feedback of service scores, so as to strengthen the service awareness at the management level and take service work as the top priority. At the same time, in terms of internal governance, a governance service system in which front-line business departments serve customers and governance departments serve the front line has been established and improved. In the business department, the principle that serving customers and customers are God is emphasized. In the management department, the emphasis is on the awareness of service sales and after-sales front line. Form a governance mechanism of second-line service and first-line service for customers.
Personal annual work summary of automobile service consultant. Actively respond to the requirements of the headquarters, improve the service quality, strengthen the staff's service awareness, hold a regular service quality meeting once a week, summarize the service quality improvement actions last week, and make plans for this week to provide users with high-quality and high-priced services. And set up a service quality perspective to track the service quality, find the shortcomings in time, and put forward the next improvement plan. Among all the branches under the jurisdiction of the commercial representative office, the service score is always in the forefront, and the after-sales service has won the first place in the national network for many times. While strengthening the software fitness, we have carried out a series of rectification on the hardware facilities of the branch, established the rest area for maintenance users one after another, and took the lead in implementing the "turn-key" project for maintenance; In view of the surge in taxi sales, a taxi sales service team was set up in time, and a special taxi sales office was set up to improve the user rest area. According to the characteristics of the current market and the requirements of the brand department, a series of activities such as "Smile Service in March", "Smile as a Gift on May Day", "Cool in Summer", "Free Inspection on Campus in Autumn", "Free Clinic in Community" and "Warm in Winter" were carried out, which received great response from customers and the service awareness and quality of the branch company were obviously improved.
Track the opponent's dynamics
Enhance one's own competitive strength
Internal governance, please come in and go out. Standing still and building a car behind closed doors has long been unable to adapt to the current fierce competition in the auto market. By entrusting relevant professional companies, put forward brand-new schemes and suggestions on the site layout and management of the exhibition hall of the branch company; Organize the General Department and relevant business departments to conduct field visits to service stations with a certain scale in xx, especially the competitor's 4s station. Learn from them, learn from each other's strong points, and accumulate first-hand information for future work and business policy formulation.
Pay attention to team building
The branches are a whole. Only by giving full play to the enthusiasm of each member can we establish and improve a series of regular meetings such as weekly manager meeting and monthly business analysis meeting since the beginning of the year. At the regular meeting, the problems in marketing governance were widely discussed, which not only unified the understanding, but also clarified the objectives.
Summary of the work of old service consultants 7
Time flies like water. Unconsciously, 20xx years have passed by half. Looking back on the work in the past six months, with the support and help of the company's leaders and colleagues, we have earnestly completed all the work according to the company's requirements.
Through this period of study and work, the previous working mode has been improved and the working mode has changed greatly. Now let me briefly summarize my work in the past six months:
First, conscientiously complete daily work and strive to improve their own abilities.
As a sales and service consultant of the company, I am deeply aware of my heavy responsibility. Therefore, on the basis of doing my daily work well, I constantly absorb new knowledge, strive to improve and enrich my knowledge structure, and miss my weak links; At the same time, learn from colleagues with high sales performance, improve their sales ability and lay a more solid foundation for future work. Strengthen self-study, speed up the pace of work, improve work efficiency, strive to be comprehensive and accurate, and avoid omissions and mistakes.
Two, dedication, solid work, not afraid of difficulties, enthusiastic service, play its due role in their posts.
Adhering to the concept of "honesty first, service first", the company is constantly improving and perfecting, but its knowledge, ability and experience are far from the requirements of the company, so it is necessary to strengthen its own learning and treat all work with a correct attitude. Actively improve their own quality, strive for initiative and responsibility, and strive to improve work efficiency and quality.
Third, the existing problems and the direction of future efforts.
There are some problems and deficiencies in the work, mainly in:
First, because I am not familiar with my own business, I can't work with ease, and my work efficiency needs to be further improved;
Second, some work is not meticulous enough, and some work is not well coordinated;
Third, my theoretical level can't keep up with the requirements of the company's work.
In the next work, we should seriously improve our business and work level and strive to contribute to the leap-forward development of the company's economy. When the new half year comes, it also means the beginning of new goals. I think I should try my best:
First, strengthen study, broaden knowledge, and strive to learn real estate professional knowledge and related work common sense;
Second, based on the principle of seeking truth from facts, we should conscientiously complete all the work, truly become an excellent real estate consultant that every customer likes, and strive to become an excellent sales consultant;
Third, build your own work style, unite as one, work hard and form a good working atmosphere. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.
Four, half a year summary
Looking back on the past six months, I need to be more active in the process of work; Thanks to the communication with leaders and predecessors, I really feel the care and expectation of leaders, and at the same time admire their profound knowledge and rich practical experience. At the same time, I sincerely hope that leaders and predecessors can guide me in my work and help me ideologically, and I will try my best to play my due role in the further development of the company.
Finally, I sincerely thank every leader and colleague around me again. With such good leaders and colleagues, I believe our company will be better tomorrow in such an excellent group!
In this hot land, we will gain infinite hope!