4S shop customer service staff year-end personal work summary and plan model essay selection Part I
Time is always busy in the past. However, I learned a lot, and I learned a lot in the 4s shop. Let's sum up my work and study. Please criticize and correct any mistakes. 2065438+One month in 2009, I entered Xinxiang Store and took the post of automobile after-sales. With the care and guidance of leaders and the care and help of comrades around me, I have made great progress in my thoughts and work. Looking back on my work since I joined the company, I mainly have the following gains and experiences:
First, under the strict requirements of the environment, get to know the work and learn more about yourself.
After I joined the company, I found that my understanding of after-sales service was only superficial, and there were many things I hadn't thought of before. Therefore, my first step is to position myself and understand my work. I feel that a person's ideological understanding, work attitude and work standards are often influenced by the working environment. My ignorance from the beginning to my familiarity now cannot be separated from the help of my superiors and colleagues in the department. If I can sum up the work of our department in recent years, it will be in six words, namely: strict, nervous and busy. Strict work requirements, tense study atmosphere and busy work rhythm. From vagueness to clarity, I fully realized the importance of my work. At work, I was deeply infected by the high standards and strict requirements of the leaders, the positive work enthusiasm and enterprising learning attitude of my colleagues around me, and the tense and efficient work rhythm. I am fully aware that as a member of this group, I can't "discredit" this group at the beginning and drag it into the water. On this basis, I want to integrate into the "study hard and work hard" created by everyone as soon as possible. Under the influence of this environment, I try to get familiar with my work in the shortest time. In the realization of this idea, my work level has also been continuously improved. I always remind myself to keep a good mental state, always set a higher working standard, always safeguard the overall interests and do every job well. This is also an important guarantee that I can better complete my work tasks during this period.
Second, in diligent study, the quality has been improved.
It should be said that the past year was a year of hard work. Because my time in the automobile industry is relatively short, I must make more efforts to do the same standard work well. Through the study, I have made a leap in my post, whether it is car service reception or business knowledge learning. This further verifies the profound truth that "as long as you pay, you will definitely get a return".
Third, seek breakthroughs and innovations in familiarity and make progress in work.
Looking back on the busy work in the past year, from the initial ignorance to the current familiarity, from the young people who have just left the university gate to the quasi-professional people now, from the understanding of colleagues in the department to the close cooperation between them, every big move in the work is a kind of exercise and test for themselves. I will ask myself to be serious, meticulous and meticulous in several tasks such as after-sales car service process.
In a word, the after-sales service of automobiles is still a growing department and a good place to exercise people. I was fortunate to grow up with it. It made me an inexperienced person deeply realize the essence of myself and my work, that is, mutual cooperation. A person can be brilliant, but I can't do anything without the help of others. At work, I learned a lot about work and the truth of being a man. Although I feel very busy and tired, I have also experienced the feeling of happiness in suffering and gain from being tired. I think this will also lay a solid foundation for me to make new progress in my future work and study. I also know that my work is still unsatisfactory. For example, in the reception, it has not yet reached the requirements of Excellence; Sometimes work is too hasty, lack of in-depth and meticulous work style and so on. I will try my best to overcome my own shortcomings, correct my own shortcomings, strengthen my exercise, and contribute to the overall work of the company with excellent performance.
4S shop customer service staff year-end personal work summary and plan model essay selection Part II
As we all know, at present, so-and-so 4s stores are mushrooming, and people's consumption concepts are becoming more and more rational and mature, and their requirements are getting higher and higher. Half a year has passed in an instant. In the past six months, we have seen the cruelty of the market economy. As an automobile sales company, we are also experiencing the severe test of the market, but our after-sales department withstood the pressure and completed the tasks in the first half of the year with the joint efforts of company leaders and all cadres and employees.
The following is my analysis report on the performance of our department in the first half of 20 19:
I. After-sales operation of XXX
In 20 19 years, the year-end task of XXX after-sales is XXX. By the end of the month of 20 19, our actual output value was RMB, accounting for% of the annual plan, which was basically consistent with the forecast at the beginning of the year.
Among them, the total number of units entering the factory is so-and-so units, and the total working hours of the workshop are so-and-so yuan (machine maintenance: so-and-so yuan, sheet metal: so-and-so yuan, paint: so-and-so yuan). Our spare parts sales are so-and-so yuan, in which the material cost (excluding tax) is so-and-so yuan, and the gross profit of materials is so-and-so yuan, thus completing the annual spare parts task.
Second, property maintenance costs.
In order to strictly control the expenses, our after-sales department has formulated a set of complete property equipment maintenance system, regularly inspect all property equipment, find problems and solve them in time to avoid the problems from small to large, resulting in greater losses. Therefore, in the first half of the year, the maintenance cost of our after-sales property equipment was only RMB, which was due to Qi Xin's concerted efforts to make the property maintenance cost not exceed the standard, but also saved.
Third, the status of human resources
At present, many companies have problems such as high personnel mobility and human resource allocation. After my after-sales service, all the staff are XXX, including the manager and the staff (except the manager, the receptionist is XXX, the mechanic is XXX, the sheet metal spraying is XXX, and the warehouse keeper and cleaner are XXX). The above personnel do not include interns, but also after-sales service. I also face the problem of insufficient personnel in key positions. Therefore, in the second half of the year, we will continue to strengthen the training and leadership of employees in all aspects, and cultivate and explore new talents from within the enterprise to better serve the company.
Four. 20 19 Problems in the First Half of the Year and Work Plan for the Second Half of the Year.
1. Summarizing the work in the first half of the year, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, they sometimes cannot provide the services that customers need, and even make customers feel distrust. Therefore, we need to continue to strengthen the professional knowledge training for the receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level; In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.
2. In the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in the second half of the year, managers and employees need to strengthen their sense of responsibility for their work, so that employees can understand the current situation and future planning of the enterprise, as well as the market and future trends, so that employees can realize that their stable work is directly linked to the company's enterprise development, thus making employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. Front desk reception is the external window of after-sales service. The receptionist's every move represents the image of the after-sales department. Therefore, we will establish a good image for the after-sales department and even the enterprise, which will be recognized by customers, so that our enterprise can continue to grow and develop.
3. From the marketing strategy point of view, the after-sales department of XXX has some shortcomings in maintaining loyal customers in the first half of the year, and there is a certain loss when increasing customers. Therefore, in the second half of the year, we must cultivate and maintain a group of long-term and stable old customers who cooperate with us and develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we spend the good times and the bad times in the market, and let these customers follow us all the time and truly "care about you more than you".
4. Rationalize the price. The price level is also one of the important factors that affect customers' entering the factory. Provide customers with better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers, and then exceed customer expectations.
In the current market environment, all enterprises are in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As after-sales service, we should save on hospitality and daily necessities.
6. Strengthen 5s management, insist on regular maintenance of mechanical equipment, find damaged or abnormal equipment in time and carry out maintenance, so as to improve the overall operation efficiency of the workshop and reduce costs.
7. Facing the general manager's unannounced visit to our company, we should strive to build a united, harmonious and cohesive team. When something happens, everyone must think in one place and work hard in another. We will work together to find ways and take measures to solve problems and tide over difficulties.
Finally, please rest assured the leaders of the company that the after-sales department must ensure the work tasks throughout the year and strive to overfulfil the work tasks assigned by the company in a certain year.
4S shop customer service staff year-end personal work summary and plan model essay selection Part III
Combined with the overall operation of after-sales maintenance in 20 19 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 20 19
Turnover of after-sales department in 20 19 years: more than 10,000 yuan. Gross profit: 10000 yuan, average turnover of bicycles: 10000 yuan. 20 19 * * * A vehicle entered the factory, including a vehicle from Runbao. (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. 20 19 year work plan of after-sales service department
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 manifestations are based on the principles of fairness, justice and openness. Only team interests can guarantee the personal interests of training and assessment of after-sales maintenance institutions, 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.
4S shop customer service staff year-end personal work summary and plan model essay selection 4
The new year is coming. At this moment of bidding farewell to the old and welcoming the new, I reviewed my work this year. In fact, there are quite a lot of happy things and learned things. I am basically satisfied with my work in the past year.
Of course, there are still many places that need to be improved, which is indispensable.
I have been working as a receptionist for the past year. In recent months, I joined the network department and worked as a customer service in Taobao. I have been working as a customer service in the network department for several months. In these months, I have a new understanding of customer service. Before doing customer service, I always thought that the job of customer service was very simple, that is, sitting at the front desk to answer the phone and solve the after-sales problem. However, after several months of study and training in customer service, I deeply realized that customer service is a job of communication between people, and my skills and work have been greatly improved with the help of my colleagues. Thanks to my colleagues who have helped me.
As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. I insist on diligent study, strive to improve my level, strengthen my thinking ability, pay attention to integrating theory with practice and exercise myself with practice.
As a customer service staff, I always insist that doing everything well is not simple, and doing everything ordinary is extraordinary. As an ordinary person, I basically spend a lot of time doing small things, fearing that even small things can't be done well and can't be done in place. Most people disdain to do small things and details, only blindly believe that "the sky will fall for the people of Sri Lanka." I don't know that I can succeed in everything in my post, and it's not easy to do it well. There is no small thing in our work, and everything is worth doing. Even the most common one, don't perfunctory it. On the contrary, we should pay our enthusiasm and efforts, and pay more attention to how to do a good job and whether we have done our work wholeheartedly and dutifully.
As a customer service staff, don't put yourself on the opposite side of the customer at work. Don't quarrel with customers. Everything should be considered from the customer's point of view. You can't stand on the opposite side of the customer to solve the problem, otherwise the problem will never be solved. In fact, the attitude of customers towards us is a mirror of their words and deeds. We can't always find fault with the mirror, but we should reflect on what people in the mirror have not done well enough and what needs improvement. Every time we meet a difficult customer, we will think, how can there be such a person? After all, there are all kinds of people online, some are easy to talk, and some are hard to talk, so you must control your emotions when you meet someone who is hard to talk. However, every time we solve a problem for our customers, we will have a great sense of accomplishment in our hearts. In the process of dealing with the problem, customers certainly hope to solve the problem in time. If the problem cannot be solved in time, we should give the customer a deadline commitment. If there is a problem during this period, we should contact and communicate with the customer in time to satisfy the customer. For example, the following conversation:
"Hello, the counter is genuine Giordano 146-0 1 round black disc multifunctional men's watch. Is there a discount on this watch? "
"Hello, we are doing activities now. 450 yuan is less than 90 yuan, and we will give you coupons for 20 yuan. It's a good deal to buy now. "
"How to use your store discount coupons, home page has a 60% discount. Where did you get this 60% discount? Are you paying for the freight? "
"This coupon for 20 yuan can be deducted the next time you buy our watch. The 40% discount for the whole audience written on our homepage was marked on our store's table after the market price was discounted, that is, 450 Yuan You see. If your order meets the requirements of 450 yuan MINUS 90 yuan, you can also deduct 90 yuan, which means that you can buy this watch when you stay in 360 yuan, and the freight is also borne by us. "
"Ok, how long will it take to send it to Binzhou, Shandong?"
"We send it to the courier company by ems or SF Express, which usually takes 3-4 days."
"Well, I'll take it."
We often meet customers who like to get to the bottom of things. However, at this time, it is necessary to have enough patience and enthusiasm, give careful replies, and let customers have a sense of trust. Don't let customers think you are perfunctory. Even if you are unhappy at that time, you must never show impatience with customers. Even if the final transaction is unsuccessful, we should believe that good service can bring more customers. Why not?
In our work, we must follow the working concept of "customer first, service first" and give detailed answers to customers' inquiries; 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 the superiors, and strive to reply to customers in the shortest time; Register in detail the problems raised by customers and whether they are solved, solve them in time when problems are found, and put an end to things forgotten by mistake.
All of the above are what I have learned in my work, which may just touch the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!