Company customer service summary time flies, time flies. In a blink of an eye, I have been a customer service worker for almost a year. There have been joys and sorrows, successes and failures this year. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.
The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.
Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.
When making the goods in/out report, we should pay attention to the following points:
First of all, we should find the customer service headquarters receipt, Shenzhou delivery list, inventory delivery list, Shenzhou computer customer service maintenance list, sales warranty list and other corresponding documents. Carefully check whether the file information is consistent with the data information recorded during your own inventory. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.
Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers, so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.
Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write down your name and date, and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check.
Fourth, it should be noted that after the transmission, you should immediately take away the corresponding account books on the Goods in and out Report, China Customer Service Maintenance Sheet, Sales Warranty Sheet and other documents. Our company has five spare parts account books, namely: good spare parts inventory account, spare parts current account, man-made bad spare parts account, man-made bad spare parts account and in-transit account. In addition, the spare parts sent to you by the headquarters are not charged or you have not received the spare parts sent by the headquarters, so you should pay special attention to the account. But keep this clip. After receiving the spare parts and "Shenzhou delivery list" sent by the headquarters, the payment shall be made immediately.
When you receive the goods from the service station, you should pay attention to:
First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.
Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.
Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.
Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.
Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to accept customer consultation and machine inquiry in our daily work. Be sure to ensure its accuracy, timeliness and consistency.
Gas station application for spare parts distribution and safety precautions;
First, the customer service of the branch must take good care of the remaining amount of its own inventory, apply for spare parts in time, and ensure that the commonly used spare parts are sufficient in case there is no spare parts distribution when the service station is in urgent need.
Second, the customer service of the branch company counts the physical objects at least within one week, and keeps reconciliation with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.
Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.
Fourth, the branch customer service should not only pay attention to the company's property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work.
Precautions for exception handling:
Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and providing caring services to users.
There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.
In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, and whether you can do it well or not, you should try your best to do it. It is not only a test of one's own ability, but also an increasing confidence.
Summary of the company's customer service work in a blink of an eye, xx has passed and ushered in a brand-new 20xx year. The experience in xx pharmaceutical company in the past year has been more rewarding. Looking back on xx, I just entered the company and still don't know much about all aspects. This year, I have achievements, failures, happiness and helplessness, but after all this, I finally got something. Working in the company has also improved me a lot, both in terms of conditions and individuals.
Through running-in this year, I have a clear goal for my future development. Xx is an extraordinary year. Now this extraordinary year has passed. I also want to sum up myself. The end of the summary means a new beginning. This time I am divided into three parts: business, customer service and 20xx plan.
First, the achievements and shortcomings of customer service in xx years.
1 and xx have just entered the company, and the company has carried out a brand-new reform on the customer service model. The company changed passive marketing into active marketing, taking customer service as the center and sprinting for xx. Build a brand-new service center. Before I entered the company, my first task was to establish a perfect service center. One month after I joined the company, I set up a company in strict accordance with company regulations. Xx is also the first qualified service center.
There are also many difficulties in the process of establishing a service center. Because I am not familiar with the city of xx, the work progress is a bit slow. I also missed the information I bought. But I know the importance of the service center. Poor service center construction will affect future work. The choice of location is also very cautious. It is because of my work attitude that I have been stable in the old service center. Of course, when I built the second service center, I also had some shortcomings, because I didn't pay much attention to the details of my relaxation requirements, which led to the failure of the second service center in xx. Here I also realize that the detail lies in the quality, that is, I relaxed a little when I set up the second service center. But the result is completely different.
2. Staffing. The recruitment of service center personnel is a key point. The staff of the service center directly affects the sales of the service center. Although we are a treatment institution, we should not only have good professional skills, but also have good communication skills in the selection of personnel. And a responsible attitude. It is not difficult for me to recruit employees in xx. At first, many people didn't understand our working methods. I also have many concerns about the company. Through long-term recruitment, I also successfully recruited excellent employees, such as Fang, Luo and Wen Chunlan. But I walked a lot, which worried me for a while. The newly trained employees will leave immediately. Maybe I didn't take care of many places at work. The intangible losses caused to the company. It shows that my management also has great problems. It also made me understand that the iron battalion is a mobile soldier. Only by strengthening their own abilities. In order to bring more good employees to the company.
3, xx years, because I just took office and the personnel just came in. Professional knowledge is also very scarce. Although the company organized a large-scale training within one year, it was too slow to absorb new recruits, and it was groping while working and learning. This has also led to many treatment mistakes for patients. It also caused many obstacles to work. I also find that my own knowledge is very lacking. During this year, I made an in-depth study of my major. Speed up your study. Lay a solid foundation for 20xx. Through self-study, affect the enthusiasm of employees. As long as we pay, there will be returns. We treated dozens of patients throughout the year. Get the patient's approval. There are not only professional studies. We should also learn patient management and communication. There is also research on promotional activities. 20xx is a year of study for our xx employees. A perfect year for the service center. This year has passed. This year's service center has become a clenched fist with great strength.
4, promotional activities, why do I list promotions separately, because this year. Promotional activities bring us too much joy and hard work. Carry out reform in the company. The implementation of brand-new sales model. When the patient leaves the service center, find the patient actively. What we do is to face too many challenges. When we stand on the road, in the shopping mall, at the station, in front of the drugstore. Facing the crowd in the past, we have a strange vision for our life in the noisy city. Only a group of people like us finally changed people's understanding of us. From strangeness to awe, from awe to worship. People can't be serious. I was shocked by it like never before. It is also through their own efforts to prove themselves.
Second, the achievements and shortcomings of xx's business work throughout the year
1, the commercial terminal of xx, xx, I have the most contact with xx. This is also my main task. An enterprise is our foundation and the communication between people. Long-term work. The terminal is a work that our products directly translate into performance. Terminal is the most basic and important link, and the quality of a terminal directly leads to whether you can stand in this market. Now I also realize the importance of the terminal. While building a service center, I also actively visited various pharmacies. Establish a terminal information table, understand each pharmacy and investigate each pharmacy's attitude towards our products. Through a series of work. I learned a lot of questions. A lot of it is about the distribution of gifts. Many pharmacies are reluctant to buy our products. Some of them are resistant. Extremely bad attitude, no service center for a long time. Many patients can't get all-round treatment after buying medicine.
Many people question the efficacy of bright nails, and many pharmacies can't sell them. Plus fake, imitation bright nail. The impact on the market is quite serious. To tell the truth, after I learned these things, my heart was shaken. But I believe that as long as you do it yourself, there will always be some gains, and the pay and return must be proportional. During this year, I kept visiting various pharmacies and bought gifts with my own money. Make friends with them sincerely. After this year's efforts, many pharmacies have recognized it. The price maintenance is also very good, and the card laying is in full swing. Of course, these are not enough. I paid a heavy price for several commercial inspections. I need to study, and I am further improving everything.
2. Development of commercial units. I talked about the four divisions of xx. They are Weimin Medicine, Shuanghe Medicine, Kanger Medicine and Tongan Medicine. The negotiations of these pharmaceutical companies have also hit a wall, mostly because of the supply price, which makes my price negotiation extremely difficult. And the control of supply has also caused great obstacles to me. What I hear most is "We can get the goods without you anyway". Maybe it's my own unfamiliarity and ignorance in all aspects that makes me don't know what to say. This is also my weakest aspect.
Three. 20xx year plan
1, 20xx, I think, is a year of our harvest in xx, because the seeds of xx have been sown and watered. Of course, there must be improvement, because the company's policies are changing. I can't measure this year by the standard of xx years. There must be breakthroughs and innovations. The plan I set for myself this year, first of all, I want to improve the terminal, and the terminal is definitely the top priority. If you want to make a breakthrough, you must start with the terminal. Because I think only the terminal can determine the development of business and customer service, and it is also the most basic work.
2. For the development of commercial companies, 20xx needs to increase commercial units to ensure commercial repayment.
3, the construction of service center, from the new site to the second service center, earnestly.
4. The staff of the service center learn and improve their self-awareness, thus improving the cure rate of the service center. Ensure the benign development of word of mouth.
5. Promotion activities should continue and have higher requirements to reflect its value.
As far as my summary of the whole year is concerned, there are many details that may not be written. But summing up means improving, starting from a new beginning, and having a new understanding of what you should do next and what you have done badly and inadequately. I hope the leader will criticize you severely and spur you. By the way, I wish Loctite employees a happy New Year and smooth work.
The summary of the company's customer service work shows that the fluttering snowflakes have brought the message of winter and sent away a full and busy xx year. Time is always so fast, in the blink of an eye, xx years passed silently! Over the past year, with the strong support and help of company leaders and colleagues, the customer service work has progressed smoothly. Now briefly summarized as follows:
Xx is an unforgettable year for me. My job content hasn't changed much, and the focus is still on communication with customers and data collection. However, I made some adjustments in my work ideas and methods, felt the pressure, and at the same time incorporated the joy of harvest.
Under the leadership of the department manager, all the work was gradually standardized and the planned maintenance tasks were successfully completed. As a customer service staff, I pay attention to combining action with communication this year. After the installation and maintenance, I made a telephone call back, listened carefully to the opinions and suggestions of customers, and established an electronic file for customers in time. The company sends a warm and inspirational message every month, which enhances the company's service image and is well received by customers.
Although the customer service work is trivial, in this process, through extensive collection and study of other companies' service regulations, some progress has been made in work organization and service norms. After strict examination and control of Sambo parts and effective monthly accounting, the total amount of Sambo parts this year is controlled within 20,000 yuan, which is lower than last year. With the joint efforts of everyone, the total fees have increased and the economic indicators set at the beginning of the year have been successfully completed.
In the process of communicating with customers, making cultural walls and making effective use of network information platform, I have exercised my language communication ability and written expression ability, and at the same time fully realized my lack of knowledge and needed to constantly improve myself. In terms of business ability, after more than two years of humble study, I have a full understanding of some products and accessories, and many of them are still not very clear. In my future work, I need to study hard and consult with an open mind.
Although the work in xx years has been on the right track, and some achievements have been made, there are still some shortcomings, mainly the lack of positive and optimistic attitude, lack of dedication to study and customer service, a certain gap compared with experienced colleagues, and no substantial improvement in business ability. In my future work, I will conscientiously sum up my experience, overcome my shortcomings and strive to do better.
Xx was a very rewarding year in my career. Through shell training and expanding training, I have a clearer understanding of the team and a more accurate analysis of myself. Time always goes round and round, but the years have settled down. In xx, I will devote my efforts and passion to the work in the new year, strive to improve my knowledge beyond what I already have, strive to enhance my potential value and make greater progress.