Summary of the work of the customer service team leader in the supermarket has been in XXX supermarket for n years in a blink of an eye. During this period, with the help of department leaders and colleagues, I learned a lot of knowledge, accumulated some work experience, and realized the ups and downs in my work. With my correct daily work attitude and accumulated work experience, I am honored to be the head of xxXX Group. My work is summarized as follows:
First, clear job responsibilities and correct work attitude.
As a team leader, we must first handle and coordinate the relationship with all parties. First of all, the relationship between customers and shopping malls: through their own and colleagues' work, we can timely and effectively solve and deal with all kinds of reasonable or unreasonable requirements put forward by customers, so that the bad factors and accidents brought to shopping malls will disappear in the bud as soon as possible. At the same time, by saying goodbye, introducing products and after-sales service, customers can feel the best service. The second is to play and become a bridge between superiors and subordinates, and coordinate the relationship between employees and departments. Effectively change the working attitude of employees, so that the relevant tasks of the department can be effectively passed on to employees, and ensure the normal development of work within the jurisdiction. At work, I made more reports and discussions. At the same time, in their own jobs, do their best, take responsibility, work wholeheartedly and creatively. Take the initiative to devote yourself to everyone's work.
Second, do a good job in daily affairs management.
1, do a good morning meeting: morning is the beginning of a new day. 1. Summarize the previous day's work, timely report the sales situation, timely convey the tasks assigned by superiors, arrange the work of the day and emphasize the matters needing attention, and carry out some meaningful and interesting pre-shift activities to effectively improve.
The work passion of employees makes every employee devote himself to his work with full mental state.
2. Implement inspection: On-site inspection is an important part of on-site management. Meet the requirements of on-site service management in shopping malls, and conduct on-site inspections at least eight times a day. During on-site inspections, employees' behavior, posture, dress language, etc. should be checked. In the inspection, it is found that employees' violations of discipline and discipline are corrected and guided in time, and attention is paid to strengthening employees' conscious awareness of compliance to ensure that the team leader is the same whether he is in the store or not. Handle all kinds of emergencies on site in time.
Check the appearance of the goods during on-site inspection to ensure that there are no dirty and defective products. The inspection on the adjustment of commodity display has been strengthened, so that all cabinets in the area can be filled with commodities with a strong sense of hierarchy, and certain color matching and outstanding sales of key commodities can be achieved. Through all kinds of effective merchandise display, the atmosphere of the store is created, the attention of customers is attracted, and the shopping desire of customers is stimulated.
3. Seriously record other work records, such as customer complaint handling records, carefully record the reasons, processes and results of complaint handling, and make a record book, and discuss with employees at the morning meeting to prevent similar situations from happening again. Timely record the inspection of consigned goods: conduct irregular spot checks on the warehousing, account books, receipts, review sheets, filing of counters, physical inventory, etc. of consigned goods, and accurately record the results of spot checks. If it is not standardized, it shall be ordered to rectify within a time limit.
4. Earnestly record the attendance of employees' performance: arrange the replacement of employees in strict accordance with the attendance management system of shopping malls and departments to ensure the smooth progress of the group's work. Record employees' rewards and punishments in time and evaluate employees' performance.
5. Do inventory work patiently and carefully: inventory is the embodiment of one month's work, and register the monthly inventory data to ensure that the monthly accounts are consistent.
6. Handling of after-sales complaints: As the site manager, I will face all kinds of after-sales complaints every day. At the beginning, the after-sales processing ability of mobile phones and digital products was poor and they didn't know enough about the products. After a period of time, with the help of the leaders and my own study, I learned and mastered the relevant laws and regulations on after-sales treatment, so that I would not panic when I met something. At the same time, I have mastered the common fault causes and treatment methods of some mobile phones and digital products, so as to give customers a convincing and satisfactory explanation when dealing with them.
When dealing with some difficult after-sales problems that are beyond my authority, I will actively negotiate and communicate with the department manager and the quality control department, and make serious efforts to solve every after-sales complaint so that every customer can return with satisfaction.
After handling every after-sales service, I will carefully summarize and deeply realize that the after-sales problem is not a trouble for us, but an opportunity for customers to re-recognize and understand the mall. Moreover, we can also find out the shortcomings and deficiencies in our work through various complaints, and find out solutions and strive to improve. In order to avoid making the same mistake again. At the same time, let our actual behavior make customers deeply feel the quality service of Chongbai, establish the image of Chongbai quality service, and make Chongbai a shopping habit of customers.
8. Only by understanding the market dynamics can we know ourselves and ourselves. Communicate with customers at work, understand customers' needs, satisfy customers and create a warm and comfortable shopping environment for customers. Pay attention to the dynamic information of surrounding markets at any time, so as to feed back to the department for immediate adjustment. To achieve people without me, people without me, people without me, let shopping malls take the lead in seizing business opportunities.
Third, ensure the quality of goods and improve the quality of services.
1. The quality of goods is the foundation of a shopping mall. I cooperate with the team leader to grasp the quality of business.
Quality control, carefully check the quality work before each cabinet is put on the shelves, conduct spot checks on each cabinet at work regularly, and contact the manufacturer to return the unqualified goods in time.
2. Improve service quality: In the fierce market competition, the service quality of shopping malls is related to the rise and fall of a shopping mall, so it is urgent to strengthen the work of uniting service quality. Use the morning meeting time at work to strengthen employees' service awareness and improve service level. Last year, in the examination of "Staff Service Code" held in the shopping mall, the passing rate of this department reached more than 95%, and the work of the group was improved through hard work. And in 2006, it won the honorary title of "employee's small family".
Fourth, do a good job in training.
1. Cooperate with departments to strengthen staff training and improve their own quality. I used the time of morning meeting and off-duty meeting to train the staff on display knowledge, color matching and commodity placement. And study the May Day sales rules with employees, and won many awards in the shopping mall selection.
2. Strengthen the Group's memorization of fire-fighting knowledge, and provide special training for employees against theft and fraud under the guidance of the security department, so that employees can always sound the alarm, and there have been no cases of theft and fraud since the opening of the Group.
2. Pay close attention to the training of new employees. Due to the lack of new employees in all aspects, my department and I use our spare time to help new employees get familiar with the relevant service regulations of the mall, analyze their sales skills with employees, and find out their shortcomings. And give full play to the potential of new employees, so that new employees can become qualified salespeople in shopping malls as soon as possible. For some employees who make mistakes in their work, I try to communicate with them as much as possible and analyze the causes of the problems. Adjust your mentality in time, so that you can find your own shortcomings in your work, get out of the shadow of mistakes quickly, and adapt to the normal work of shopping malls.
In short, during this period of work, I also encountered some difficulties and doubts, but with the help of department leaders and colleagues, they were all solved one by one. In my future work, I still need to strengthen and improve in many aspects. I will study harder and improve my professional knowledge, improve my management level and change my work efficiency, unite my colleagues more actively, set an example first, learn from more and better leaders and colleagues, and actively assist all departments to complete various tasks and implement various indicators. I believe that through my continuous learning and improvement, I will better adapt to my present job and contribute my greatest light and heat to a bright tomorrow.