Customer service year-end personal work summary 20 19-20 19 customer service work ended in a busy schedule. In fact, I really hope that this rich working state and customer service work can test my willpower. I hope to do this well, of course, not only because I am responsible for myself, but also because I have to have a stable mentality in many cases. In fact, I have been planning my work very much these days. Although a year is not a long time, it is certainly more secure to have a plan. Now I really hope I can perfect these basic things. Many times, I am very demanding of myself. I used to be infinitely optimistic about myself, but this year I summed up the telephone customer service work.
I. Commercial aspects
Do one thing, love one thing, absolutely no problem I hope I can have security at work. These are all very necessary. I think no matter what the problem is, we should have a correct attitude. I know this very well when I call customer service. I think it is the best way to solve the problem only when I meet it at work. I've been reviewing my work for a year, and I think it's a very relaxed state. Improve these things at work. In terms of business, I have been working hard for a year and dare not encounter any neglect. I think my business will improve only if I strengthen my ideological construction and study in a stable working condition for a long time. I always hope that I am not just a telephone customer service, but also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.
Second, keep learning.
It is not easy to learn how to do a good job. Although I have enough experience in customer service, I have been working actively in recent years, and I can see where I need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope to grow up in my work. In fact, it gives me a very good learning environment. I have been actively learning from others for a year. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these contents.
Third, shortcomings
I accept these simple contents with an open mind. Although there are some shortcomings, I can always correct them. I hope to have a good state at work, which can be study. In the past year, I felt that I was impatient on the phone, and because of these problems in communication, I mainly brought some personal emotions into myself. I will correct these shortcomings.
Customer service year-end personal work summary 20 19 20 19 I didn't expect it to pass so soon, which was very unexpected for me personally. As a telephone customer service, our work is actually very boring, and we cycle back and forth between answering and making phone calls every day. I used to think that working hours were long. But at work, through the study and guidance of the leaders, I gradually learned how to face the work and how to look at it. Now it seems that my work is no longer so monotonous, although I still feel bored sometimes, but behind the boredom, I also see interesting growth!
As a telephone customer service, I used to think that my job was just to answer questions for customers. But after facing all kinds of customers, I completely changed my mind. My work this year is summarized as follows:
I. Personal situation
Ideologically: As a customer service employee of xx, I am consistent with the company in concept-"Insist on providing the best service to customers!" In the work training and study, constantly improve their ideological awareness, learn the company's philosophy, and correct the shortcomings in the work. Enthusiastic and kind-hearted, take the initiative to help colleagues, be serious and responsible for their own work, and have a strong sense of responsibility.
Work: Try to finish your own work, learn to improve yourself in time if you don't understand, give priority to customers when answering questions, give priority to appease customers' emotions, and solve problems for customers as quickly as possible. Learn from your work, record and reflect on your colleagues and yourself to prevent problems from happening next time.
Interpersonal communication: make friends in the company, improve interpersonal relationship, strengthen communication between colleagues, help each other, learn from each other's experience, and strive to improve work ability. As a customer service, I always have to communicate with all kinds of customers, sometimes I feel helpless and sad, but we always comfort and help each other to make the work go smoothly.
Second, the work situation
At work, I am strict with myself from the beginning, not to make mistakes in my work, and always solve problems for customers after I have made all the preparations. Although there is no problem, it is difficult to improve my grades and I am always criticized. After reviewing myself again, I changed my working style and started my humanized work. When communicating with customers, I should give more consideration to their situation and make them feel more convenient. Gradually, I also like this feeling and try to do my work better.
Third, shortcomings in the work.
At present, my biggest deficiency is that I don't know enough about the company's products. In front of many professional clients, I may not know as much as my clients, which is really shameful. In order to prevent this kind of mistake from happening again, I want to learn more about product knowledge, and the only way to improve myself is to reserve. I believe this can also effectively enhance the company's image!
Fourth, summary.
The year's work is over. To tell the truth, the work of customer service is relatively simple, but only by finding fun in the work can we find our goal and move on! In the next year, I will also work hard towards my goal!
Customer service year-end personal work summary 20 19 III. During my service as customer service in the shopping mall, I earnestly completed the tasks assigned by the leaders and actively answered customers' questions. Now I will make a personal summary of my work in the past 20 19.
I. Work aspects
As a customer service staff in shopping malls, there are many opportunities to deal with consumers. Over the past year, I have received every customer seriously and answered their inquiries seriously. I also actively completed the work assigned by the leaders. As a customer service, I know it is very important to do a good job. I always smile at work. Whether I answer the phone or ask questions from customers, I always answer politely. Sometimes there are customer descriptions. At the same time, some customers sometimes have a bad temper, or have some after-sales problems, which may be the problem of the merchants, but they come to our customer service. I also try my best to express it euphemistically, hoping that they will go to the merchants to deal with it, but at the same time I will try my best to help them. In this position, I know how to handle problems in a polite and friendly way, so we can do a good job. Customer service requires us to have a good attitude to deal with problems. At the same time, there are certain requirements for our customer service communication ability. In the past year, I have never been complained about the customer service work in the mall. At the same time, in the eyes of some customers who often come to the mall, I am an excellent customer service and often chat with me. Of course, when I have something, they will let me do it first.
Second, study.
During my customer service, I dealt with the above problems, and at the same time actively studied and learned as much as possible about all the business of the mall. But at the same time, some enterprises quit and some new enterprises entered. I try my best to get to know them, their products and their employees. Through this study, I can better answer customers' questions, instead of finding a floor plan of a shopping mall and sending it to customers. At the same time, after work, I will also know something about our shopping mall. Some new changes are also positive adaptations. If I know more, I can work better and answer customers' questions faster.
The work of customer service may seem simple to some people, but in fact I really do customer service in our shopping mall. I find that I have a lot to learn. In the past year, I learned a lot, but I also found myself with some shortcomings. I need to improve in the future, seriously improve, so that I can do better in my job and make greater progress. I also look forward to new tasks and new opportunities waiting for me in the coming year. Of course, my own ability should also be constantly improved.
Customer service year-end personal work summary 2065 438+09 2065 438+09 work is over. Combined with this year, my customer service department has done all the work to ensure the normal operation of the company. These are very critical in this year's work. I know I should keep improving in my life, and everything should be very orderly. The customer service department constantly absorbs past experience and unites with other departments. According to the company's instructions, it is very important to complete internal indicators, manage internal personnel and supervise work tasks in real time to ensure that departments can do these things well. This is also a summary of this year's work:
I. Department Management
Do a good job in daily communication, improve various indicators, constantly improve some basic things in work and life, and maintain a beautiful working environment in the department. Customer service personnel must work according to the rules and define their responsibilities. Customer service needs patience. In this regard, every customer service staff needs to realize that it is necessary to make relevant management statistics on a regular basis and evaluate the performance of each employee. It is very important to make the employees of the whole department have a sense of tension, implement every rule and system of the company, and ensure the real overall work quality of the customer service department. Over the past year, the customer service department has become a United and powerful organization, and everyone is very clear about their responsibilities and what they should do. As the work consciousness of customer service, everyone is obviously in place.
Second, the daily work flow
Every day's work tasks are conveyed in place, absolutely obey the arrangement of the company, and always be absolutely psychologically prepared. Daily work includes publishing advertising information, dealing with users' work problems, receiving users' feedback, clarifying various rules and regulations, and doing everything according to company rules. In the process of work, all customer service personnel are fully capable of reducing work mistakes, improving the temporary adaptability of the overall customer service personnel and conducting regular assessment. It seems simple, but it is actually necessary. This year's work is a good exercise for the customer service department. There are also some problems in the work, but are the employees in the whole department United? This can be overcome. The customer service department has made enough dedication for the company, and its daily work is positive. The overall working capacity is rising linearly. Everyone has a good working attitude.
Third, the shortcomings of the work.
Work is not sooner or later, and many times there will be some problems in the work. This situation has also occurred in the department this year, and the overall work efficiency is still lacking, which will still have a certain impact on future work. I think these are inevitable. I believe it is enough to do these things well in my work. Correcting work efficiency is not strictly in place in the next work.
Customer service year-end personal work summary 20 19 five fleeting years, unconsciously came to the company for half a year, when busy is the end of recent years. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
Participate in talking about Want Want's after-sales at work and deal with various after-sales handover issues. In the past 20 19, I learned a lot, and also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. 10 handled the highest handover data in our group, with more than 9,800 handover data handled in the month of Double Eleven. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the work experience this year is summarized as follows:
1. Create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.
2. Learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
3. Be familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
4. Finish the work effectively.
Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it. The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.
In the new year, I will learn from the past lessons, actively participate in the company's training, constantly enrich myself, and strive to complete the tasks assigned by the leaders. After reading the company's annual plan, I also realized the responsibilities of all our employees in the new year, but I believe that my team will definitely do better. In the new year, Tmall Store and Taobao Store are merged into one, and the company's requirements for employees are more stringent. In this atmosphere, I will also try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company.
In the new year, we also hope that the company can provide more training opportunities, let us better understand the company's various work processes, and then bring more benefits to the company.