Summary is a written material to review, check and evaluate a certain stage of study or work afterwards, through which we can comprehensively and systematically understand the previous study and work, so we should make a good summary and write a good summary. How to focus on the summary? The following is a summary of the personal work of five service consultants I collected for you, hoping to help you.
Summary of Personal Work of Service Consultant 5 1 In a blink of an eye, it has been one year since I came to xx4S Store. Looking back on this year, I have experienced a lot, from my unfamiliarity with the new environment to my adaptability and proficiency now, which are closely related to the enthusiastic teaching and help of my leaders and colleagues, and I quickly integrated into this new team.
As a service consultant, we should not only serve customers well, but also communicate customer requirements and specific problems of vehicles with our workshop brothers. Therefore, in this position, you must have professional knowledge and good communication skills. This can not only meet the requirements of customers, but also enable workshop technicians to find problems quickly and timely.
After this year's work, I also found myself with many shortcomings. First of all, I am lacking in service details. When I am in contact with customers, sometimes I can't provide the services that customers need, and even make customers feel distrust. Of course, this is also related to our environment and equipment, but the main reason is that my work at the front desk is not meticulous and serious enough. Secondly, there are some shortcomings in maintaining loyal customers. While the number of customers is increasing, there is also a certain loss, which shows that my customers' return visits are not in place and they can't feel our heartfelt concern for them. So I must cultivate and maintain a group of long-term and stable old customers, who will cooperate with us to develop new loyal customers. I will give these customers real care from my daily work. Of course, care is based on mutual benefit. Only in this way can we survive in prosperity and adversity, and let these customers follow us all the time and really care more about you than you do.
Now that we know our shortcomings, we should improve them. In the future work, I must make up for my disadvantages, continue to give play to my advantages, and truly foster strengths and avoid weaknesses:
1, always keep working enthusiasm, and welcome every day's work with a positive and beautiful attitude.
2. Ask more questions that colleagues don't understand.
3. In terms of customer maintenance, we should always adhere to the principle of customer first, and do a good job in customer return visits and appointments. Seize a large number of old customers and develop a number of high-quality new customers.
4. After-sales is a group. It is necessary to strengthen communication with workshops and accessories to give customers the most satisfactory efficiency.
The position of service consultant is the bridge between the customer and the workshop, and it is also the facade of the company. The importance of this position can be imagined. This puts a lot of pressure on me, but there is pressure to be motivated. I will continue to work hard, persevere, make myself by going up one flight of stairs, and give my superiors a satisfactory answer!
Personal work summary of service consultant. 20_ is about to leave quietly, and 20 _ has entered our field of vision. Looking back on this year's work, it is bittersweet on the whole. Looking back, I have been working for 1 year since I first joined the company. This year, the whole working state is on the right track, and I have a more comprehensive understanding of the anti-counterfeiting label industry. Successful customers are also accumulating over time. At the same time, every time I successfully cooperate with customers, it is an approval of my work and reflects my work value in this position. But on the whole, I still have a lot to improve myself. The follow are my shortcomings sum up this year:
First: communication skills are not available. I contact different customers every day, but when I communicate with them, my speech is not concise enough and complicated. The ability of language organization and expression needs to be improved.
Second: the follow-up service for customers who have cooperated is not in place. Seeing that the number of successful customers is increasing gradually, although there are few big customers, I am still doing my best to protect every customer with my heart, so as to achieve the goal of changing from an intentional customer to a real customer.
Third: customer reports are not well organized. For our industry, there is a peak season and a low season. In the low season or near the holiday, we should make a summary of greeting customers, but I am not good enough in this respect. Indeed, reports are the seeds of daily efforts. Over time, you need to manage them with your own heart, otherwise how can you bear the fruits of victory?
Fourth, the number of new customers is small. The successful customers I cooperated with this year mainly found customers through telephone sales, online customer service and other channels, but few customers were really found, which deserves my careful consideration. Part of the reason is that I never let go of any customer who has a strong intention to contact our company actively, so I spent most of my time contacting telemarketing customers, ignoring the intended customers I contacted.
Fifth, when you encounter professional or business knowledge that you don't understand, you are not good at taking the initiative to ask leaders, and you didn't turn what you don't understand into your own knowledge on the same day.
To sum up, the above points are my shortcomings in this year's work, and I will improve them in my future work. There is a saying: smart people don't fall down twice in the same place. Of course, everyone wants to be a smart person, so I won't make the same mistake again and try to do better. I hope the company leaders and colleagues will supervise me together. A person is not afraid of mistakes, but he just doesn't know how to correct them, and I will make mistakes to correct them and turn my shortcomings into my own advantages.
I also want to think about my work plan for the coming year before my annual leave, as follows:
First: write a work summary and work plan every day of the week. Weeks end, months end. In this way, you can work with a goal instead of working blindly. And clear up today's work ideas, work more smoothly. At the same time, look at the mistakes and incomprehension in the work, consult the company leaders and colleagues in time and make improvements. Think more with your head.
Second: make a good customer report every day. And divide customers A, B and C well, and make detailed and clear customer follow-up and the next follow-up plan. At the same time, when you come to the company every morning, you should first take a look at yesterday's customer report, and then communicate with today's customers by telephone with pertinence and purpose. Do a good job of summarizing A, B and C customers, and strive to turn A-level intended customers into real customers. Turn B-level customers into A-level customers, and so on.
Third, set yourself a goal every week: try to contact at least one customer with strong intentions every day and cooperate successfully with at least 6 customers every month. Constantly reflect and summarize every day.
Fourth, strengthen business knowledge and professional knowledge. When communicating with customers, talk less and listen more, accurately grasp the needs and requirements of customers for anti-counterfeiting labels, and put forward reasonable suggestions.
Fifth: follow up key customers every week, constantly explore new customers every day, and maintain old customers every half month. List key customers and big customers in the report, and devote corresponding time to good customer relations. If there are any signs, report to the leader in time.
I believe that through my efforts and welcoming every day with enthusiasm, I will finally see the rainbow. I believe that the company will be better next year and my performance will be more promising than this year. I also hope that the experience and lessons from this year's work practice, after a period of reflection, will enable me to make new progress and improvement in all aspects for a longer period of time after the year, so that my work can be better, more detailed and more perfect. I hope my business volume will reach a qualitative leap next year.
Personal work summary of service consultant 5 3 Become after-sales service technician of xx Electric Appliance Company. Since then, I have worked hard and accomplished anything. The work of the past year is summarized as follows:
1, learn the technology of this major well. No matter what job you are engaged in, professional skills will always be the foundation of your foothold. As after-sales technology, although the required technology is not necessarily as high as that of R&D personnel, the most basic thing is to understand. At least when customers ask questions, you can answer them immediately and help them solve the problems well. At first, I always said how the salary was so low, but now I think about it, I am relieved. Even if I earn 10 thousand a month there, what will you exchange it for? Before I came out, I was full of confidence, but after several contacts, I found myself too immature. Sometimes I want to go back and don't want to think about it. I can't go back in vain, I have to get something. Therefore, I think it is most important to learn technology well. First of all, it is based on development and sustainable development. Only by laying a solid infrastructure can we afford to build tall buildings in summer. But learning the technology of these industrial automation products is not so easy, very boring and involves a wide range. You must also have a desire for technology. Especially after-sales technology, we should not only know this product, but also know where it is used, what machinery, what system driver and so on. You can't learn these things in a day. To get a general understanding, we must experience some unknown darkness, study, work, explore and think. I believe that people in this field must have experienced some unknown darkness to achieve today's achievements. So I'm nothing, I'm just a grassroots, and I need to learn again.
2. Learn to communicate with others. In our work, dealing with people is essential, and having good communication skills may make you get twice the result with half the effort. Also, every time you go on a business trip to work on the spot, you should be mentally prepared, because the customer's mood is uncertain. After all, buying our products has caused him some losses, and he will vomit in your face at any time, so he has strong pressure resistance. At this time, I can only handle it carefully. I usually just say, "Don't worry, I will help you solve the problem as soon as possible." Also, when going out, be careful what you say, try to start from the customer's psychology, have a good attitude, and never contradict others, who are our gods. When communicating with customers, the technical requirements you are engaged in are also very high, and the most frequently asked questions in communication are technical questions; Sometimes I will struggle with some technical problems that I don't understand. If the answer is "hmm, ah, oh", it will be troublesome; Don't answer such questions directly, start from what you know and try to move to other places, as long as you can help him solve the problem anyway; Otherwise, customers will doubt your people, and at the same time, it will also cause losses to the company's image. The most terrible thing is that he suddenly said,' Are you going to do it?' In that case, his self-esteem will be greatly affected. Therefore, when communicating with others, you either don't want to solve the problem quickly on the spot and then leave, or try to talk nonsense to others as little as possible.
3. Prepare beforehand and summarize afterwards. When you receive a call from a customer, you must first look at the disintegration and see if you can solve it by phone. If you want to go to the site, then analyze what caused the failure, and then know from the analysis that you should probably prepare components and tools. As the saying goes, "success is for those who are prepared." After completing the task, make a summary and write down the situation on the spot, such as: what machinery is our machine used in, what parameters are used, input and output voltage and current, etc. Finally, the reasons for the failure are analyzed. This is a better way to improve technology, which is also required by the company.
There is also that the scene of business trip is not as beautiful as others say, and a person's journey is always so lonely; I also have to endure loneliness, boredom, disassembling machine tools and repairing frequency converters, fearing being dirty, suffering and tired. These are the basic requirements for after-sales technicians. If you can resist, you can resist bravely, but you can't just put it aside; After all, there is a company behind it and so many partners to support it! It is said that after-sales service is a marketing process and the beginning of re-marketing. I think I will try my best to maintain the brand image of the company and strive for the interests of the company.
Summary of Personal Work of Service Consultant In 5 4 20xx, I officially changed from the post of project manager to the post of consultant. Although the leading implementation project is not large, I have completed several pre-sales support work without any mistakes through my usual accumulation and the guidance of my predecessors. Now I summarize several pre-sales support as follows:
1, YC customer: This is the first time to go to the customer for pre-sales communication with colleagues in the sales department after job hopping. The protagonist of this communication is the sales manager. After this communication, I opened my eyes and completely changed my impression of my colleagues in Mingyuan Sales Department. Working in the executive department before, I need to have a deep understanding of business background and product details. But how to grasp the limited communication with customers and vividly show the highlights of our system to customers has higher comprehensive requirements for people:
1) Interpersonal communication skills: infer the customer's concerns, positions and choice tendencies from the customer's words;
2) Speech ability: through the speech, let the customer's thinking constantly think with himself;
3) Think from the customer's point of view and formulate targeted solutions;
4) Ability to improvise: Not all communication will be smooth sailing, and you need to be modest in the face of customers' cross-examination;
5) Grasp the right of suggestion in time: Apart from the speaking ability of the sales manager, the highlight of this communication is to give us reasonable suggestions in time when customers have no idea about informatization construction, which is the finishing touch;
2.RS cost: This is the first time to show our cost system to customers. Because the previous understanding of the cost system is deeper than other subsystems, the effect of this demonstration is not bad:
1) The demonstration system must be based on the business background and combined with our system to explain, otherwise the main skeleton is not clear;
2) When talking about the highlights of each module of the system, it needs to be supported by actual cases in time;
3) After the lecture series, we can help customers to summarize the "several highlights" of our system in time;
4) When giving a speech to customers, we should pay attention to the sense of speech, give full play to the place where customers "open their eyes" in time, and record afterwards, because this is probably the breakthrough point that customers are interested in;
3.ZZ Cost: The theme of this exchange is to explain the structural model of our system to customers in the form of PPT. Due to the unreasonable agenda and location of the meeting, the effect of this exchange was somewhat discounted. But as far as the part I am responsible for is concerned, the effect is not bad;
1) Before this communication, I did my homework, not only sorted out the highlights, but also prepared the implementation guarantee of "1+3+5";
2) He Laoshi, the client, is obsessed with speeches and pays great attention to the style of speeches;
3) Disadvantages: insufficient introduction to the company's service system. What are the characteristics of Abu? Need further communication with customer service department.
4) Change control: there are both change control in the implementation process and prior control;
4.RH cost and sales communication: The background of this communication is that RHxx Company wants to go to the cost system, and Rhxx Company of RH has already used our cost and sales system, so I want to take this opportunity to learn about the use of our system from Zhuhai Company and decide whether to go to the system. And this communication is invalid for the following reasons:
1) My mental state is too bad to improvise well;
2) I am well prepared, but the starting point is not consistent with my colleagues in the sales department;
3)RH Zhuhai Company is very dissatisfied with our service in ZS area. In the process of communication, the IT director of Zhuhai Company, the client, became a thorn in the side.
4) This communication didn't solve all the doubts of Zhuhai Company, which led to its suggestion to extend the inspection period and even introduce competitors at last;
5) According to my own understanding, there is no good solution to the business difficulties put forward by customers, so we need to consult our predecessors to see if there are any good suggestions;
Through the above four communications, I think the following points need to be paid attention to:
1, every communication process is a learning process, which needs to be taken seriously and summarized;
2, thick accumulation, pay attention to the usual accumulation;
3. It is important to learn theoretical knowledge, but it is also important to learn and understand the business model and application status of benchmarking;
4. It is very important to cooperate with the sales department during the exercise;
Personal work summary of service consultant 5 Course consultant is a course salesman, who provides professional course system explanation to consulting customers, formulates personalized and professional learning courses according to customer needs, and finally realizes course sales. According to the actual situation of students, arrange courses reasonably to achieve students' expected learning goals. Learning consultants visit students face-to-face and by telephone once a week to understand and track their classes, and talk by telephone once a week to create learning opportunities and supervision for students. The following is the relevant information, I hope it will help you.
After four years of college life, when I was about to graduate, I chose the early education center as a course consultant. When I first entered the center for job hunting, I was attracted by the warm atmosphere like home. Every employee welcomed me into this big family with a cordial smile, and it was because of these that I chose this career without hesitation.
Through professional training and telephone communication practice, I also have a certain understanding of early education knowledge and further realize the professionalism and importance of early education work. We are an international early education center, which will provide medical-based training and appropriate environmental stimulation for infants' growth according to their developmental characteristics, strive to cultivate healthy, intelligent, naive and curious children, cultivate each child's study habits and learning ability, and at the same time publicize advanced parenting concepts to parents and provide scientific parenting help, which is also a place that every employee is proud of. When the parents of the member are happy to get the baby's promotion notice, we are also happy for him.
And my work is slowly getting on track. Recalling the first time I received customers and introduced the central environment, there was a little excitement and trembling in my voice. Through repeated practice, my communication ability and communication skills have been greatly improved. Now, I have my own members. Seeing the progress of the members' babies after passing the course training, I am also happy for my parents and affirm my work. What I am most proud of is that many parents have helped me recommend our early education courses to my friends because they agree with professional courses and my enthusiastic working attitude.
During our work in the center, we held many large-scale parent-child activities. What my colleagues and I did was to arrange and preside over every activity, which exercised my ability in all aspects. Every time I see parents and children playing games and competitions together, I feel a lot. Every parent is great, and they are all paying a lot of sweat and hard work for their children's growth. What impressed me the most was the "father's oath" at the birthday party. Several baby fathers stood in a row and swore loudly: "I will work hard to fight for the baby and mother and give them happiness." . . . . . "
The early education center is a healthy and happy training ground for children, a professional communication platform for parents and a warm family for every employee. I will continue to study and grow in this home.
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