Personal Customer Service Annual Work Summary Customer Service Department undertakes the main work of customer service of property companies, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.
Through a recent visit to the customer service department of our company, it is found that the customer service department of each project can complete the customer service work undertaken by the customer service department well. At the same time, there are also some problems, such as:
1, the low professional level and service quality of employees are mainly manifested in the immature methods and skills to deal with problems.
2. The management system and process of the department are not perfect enough, which affects the work efficiency of the department, the sense of responsibility and enthusiasm of employees.
At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.
1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.
2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.
3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.
4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.
5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.
There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.
Personal customer service worker's annual work summary II Although I haven't worked in xx for a long time, I have learned a lot of new knowledge and technology and come into contact with the work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for himself.
Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was 53 customer service. I'm not very satisfied with my performance, because I didn't finish these two things well. Here is a detailed explanation of the completion of this work:
First, the network work content
1. Update the news of Shenyang Campus on xx website, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master the daily news of our school, and learn relevant knowledge about English exams and studying abroad.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote xx English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu know the relevant information about xx English school, and master the latest views and needs of xx English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.
6. Write an article about the construction of xx English public welfare activities high school.
7. Write the related content of IELTS score guarantee plan, a new column of xx English website.
Second, 53 customer service consultation
Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well.
Three, through this month, I am not very satisfied with the completion of 53 customer service work, mainly the following problems:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.
Four, in view of the above problems, in the next month's work, I plan to improve from several aspects:
1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.
2. Strengthen the publicity of xx English on the website, and increase 53 customer service links on the page of the article as much as possible to improve the click rate.
3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Customer service personal annual work summary 3 is here. We hold a pre-shift group meeting every morning. The leader of each group will sum up some mistakes from yesterday's outgoing calls and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day. Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper.
Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, we are constantly improving our comprehensive quality and perfecting ourselves under the influence of the corporate culture of * * Bank Telephone Banking Center. This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist 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 take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm.
Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service. Make the following plans:
1, effectively complete the outbound task. In the daily exhalation, learn to summarize the characteristics of various places, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient exhalation. For example, when collecting personal loans in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in * * area; For example, customers in line * * are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Realize the combination of quantity, quality and benefit.
2. Strengthen self-study and improve business level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned and answer customers' questions accurately and completely.
3. Enhance the awareness of active service and maintain a good attitude.
4. Constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.