Koala e-commerce customer service annual work summary 1
This year may be the most difficult year for me to enter the society, because I can say that my life experience or work experience is almost zero, but the company has never given up on me, but has given me more encouragement and support to learn to move forward. Just out of school, I immediately entered the company and society. The main reason for this maladjustment is that I don't know where to start working and live a life of fear all day. But with the help of the company, I slowly learned where to start, how to do e-commerce, and also had a new explanation on how to do it. Let's summarize this year's work:
First, productization
Familiar with the company's corporate culture and humanistic culture, the most important thing is to gradually get familiar with the products to be sold and the basic business processes, and understand what the company mainly does. Where is the market positioning? Where should our market target be invested? Who are the target market individuals and groups? These are all things I need to learn, to understand the company's product price, each product model, each product category, product composition and product performance, product advantages, and to understand the correlation between wall insulation and our products. How to make the product from the bottom to the surface and how to construct it, a series of problems are gradually known through the training of the company and the help of colleagues. Gradually know how to understand product knowledge more effectively, and comprehensively sort out the company's products through ecel, such as product price, category, model, corporate culture, products corresponding to models, English descriptions of various models, English translation of company products, etc. After doing this series of files, I have a new understanding of the products, which lays the foundation for publishing information on various websites in the future and saves time.
Second, the flexibility of product quotation.
After getting familiar with the performance of the product itself, in fact, the quotation seems simple. In fact, there is a lot of knowledge in it. I didn't know how to quote at first, but I was immediately stopped by the customer. I don't know how the price is composed, which is also related to my unfamiliarity with business. In this way, I always feel that I can't find anything to say to my clients. After the guidance of the company's technicians, I know how to quote, how to analyze the composition of the price, how to communicate with customers about the price and how the price fluctuates.
Third, the network and the market.
As e-commerce and online sales, how to find customers through the Internet and how to open the company's market is a headache. Now is an information age, but how to find potential customers through this platform is a very profound knowledge. It takes hard work, but if you are lucky, it is another matter. This job is a test of personal endurance and perseverance. First, I will talk about how to find them through the Internet.
Fourth, organizations that deal with customers at work.
Looking for business online, I think my work is faster and more orderly. I have developed a quotation document with pictures to make it easier to send it to customers. For customers, I concentrated the customers I contacted in the ecel document as a customer management system, and registered product analysis, different quotations, customer types and needs, customer sources and telephone numbers, and project information, because we are different from other industries in engineering. Maybe I haven't contacted you for a long time after this call, or I may contact you suddenly that day. This is also respect for customers. When I call again, I know which client this is, and so on. I think it is very important to file files for customers, just like the files of some agents, the prices agreed by agents and so on. Every agent's shipment, delivery price, freight and remittance should be registered well and be aware of it.
Verb (abbreviation of verb) the importance of cooperation with people inside the company
How the employees in the factory cooperate with the builders on the site is a very important thing. Attention should be paid to the links from contract-inventory list-production list-outbound list-logistics-consignee receipt. Pay attention to the quantity shipped, the model of production and shipment, deliver the goods to the consignee on time and with good quality, how many goods have been delivered, how many goods have been used for each project, and how many products have been used. Establish files and keep them in mind. For the customer in Shanxi, there was a problem in the connection between them, which finally made everyone very unhappy, so the process and process coordination need our attention.
Six, product market analysis
1, market demand analysis, there are not two companies making this product in our industry, but the market is not saturated yet. From the original tiles to the current imitation tiles, it should be a major change in the market. Because of the appearance of inferior tiles, the rise of thermal insulation, and the advocacy of national energy conservation, our products have provided better market competition opportunities, and the market is still very strong. How to open this market, all our employees, regardless of their own problems and
2. Competitors and price analysis. Now people in the market are familiar with this thing, that is, Jiu Nuo, skk, Nippon, Sino-German Wacker, Huashi and so on. So the market competition is quite fierce. Maybe other people's technology is not as mature as ours, but there are many conditions for competition. We have our advantages, but we also have disadvantages. For example, our price may be higher than others, the market relationship is not as mature as others, and the contacts are not as wide as others. The team is incomplete and there is a shortage of technicians. In fact, technicians should not only be proficient in technology, but also how to treat every customer into their circle, how to talk and how to establish relationships are all problems we should learn. I think they are all problems we should consider. Therefore, how to use their own advantages to resist the disadvantages of others and occupy the market is very important.
In a blink of an eye, the extraordinary 20 years for me are about to pass. Joining Jinan Kai Nuo New Building Materials Co., Ltd. is a process of growth and progress for me. From the very beginning, I learned completely unfamiliar working methods, working contents and working procedures. For the first time, I handled the customer's consulting questions independently, made quotations independently, and explained the application of this product to customers for the first time. These are all opportunities given to me by the company. The above is my summary of this year's work, which includes both affirmation and criticism. I hope I can do my work well for 20 years and serve the company with you.
Annual work summary of koala e-commerce customer service II
Thank you very much for giving me this opportunity to learn and grow in customer service. Thank the company leaders and colleagues for their support and help in my work, and let me integrate into the team building of the company. I hope to create a good working atmosphere and working environment with you.
20 years is coming to an end, and the customer service department will also face some brand-new environments and tests. According to my understanding of the company this year, I made the following work summary:
1, terminal training
Make a perfect and reasonable terminal training plan within the scope of customer service and complete the training seriously and effectively;
Step 2 collect receipt information
Pay attention to the collection of the basic information of the receipt, and try to fill it out as well as possible, especially some important items, which must be filled out in a standardized way;
3. Statistical analysis of data
Analyze and compare customer consumption information, timely feedback to relevant departments, and attach preliminary constructive opinions;
4. Customer relationship maintenance
Seek and create opportunities to strengthen communication with different types of customers in various forms, such as: customer satisfaction survey, interaction during festivals, basic color matching suggestions, senior private image consultants and so on. Grasp customer needs in time, do our best to meet customer needs, provide customers with high value-added services, improve customer satisfaction, and develop and enhance the relationship with customers.
5. Handling of customer complaints
Respond in a timely manner according to the complaint information fed back by customers. Customer-oriented, improve the processing flow and operating procedures.
Because it is the first time to participate in the customer service work in the clothing industry, I haven't done much work in just five days after I entered the company, but I also found many shortcomings. I will try to make the customer service work better.
At work, I also encountered some problems and difficulties:
1, I am not very clear about some specific requirements in my work, which leads to my own work not knowing how to carry out smoothly, and I am worried that I am doing useless work and wasting the company's resources;
2, the personnel is not very clear, it will delay the precious time of some colleagues;
3. I need a telephone, and I hope I can match one to communicate with my colleagues easily;
Due to my lack of experience in clothing customer service, and in order to do a good job in customer service efficiently, I hope that the relevant leaders and colleagues of the company will give some suggestions and help on the above issues in the next year, so that the customer service work can be well connected, thank you!
Annual work summary of koala e-commerce customer service 3
It has been more than four months since I entered Guilongtang. I have been working as a customer service consultant. During this period, I witnessed and participated in the development of the company and the improvement of the system. As an expensive dragon, I am sincerely proud. After four months of work experience, I have accumulated some knowledge and experience about customer service. The summary is as follows:
First, establish a global concept and do a good job.
Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. I think the overall situation of customer service work is to "establish corporate image, maximize customer satisfaction and loyalty to the company's products, and convey corporate cultural image." After I came to the company in July, I received a week's training, including the basic knowledge of drugs, traditional Chinese medicine, compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. Through training, I not only have a deep understanding of the company's products, but also greatly improve my personal ability. At the same time, I have a full understanding of the company's perfect training system and cultural atmosphere. Then I started to do customer service. One of the main tasks of customer service is to answer customers' calls and give professional and enthusiastic answers to customers' questions. The second is to pay a return visit to the customers who have purchased, understand the effect of medication, and provide professional guidance on medication methods. These two points of customer service seem simple, but as a department that directly communicates with customers, it is related to the transmission of corporate image, the satisfaction and loyalty of customers to the company's products, and has a great influence on the follow-up marketing of the company's products.
Second, be good at professional skills and be diligent in thinking and adapting.
With the continuous development of the sales industry, drug sales should also adapt to the sales ideas under the new situation. As a customer service staff, you should be diligent in thinking and resourceful when communicating directly with customers. Give professional answers to customers' drug problems, make correct responses to customers' complaints and other questions at the first time, make customers satisfied and maintain customers' satisfaction with the company's products. Customer service is the work of directly facing different insomnia customers, which requires professional knowledge level and flexible adaptability, and needs to sum up the problems encountered in time. While managing the existing insomnia data at hand, I summarized the knowledge about diabetes according to the fact that most insomnia patients have diabetes. According to the different medication history of insomnia patients in different periods, I summarized the relevant information of commonly used drugs for insomnia. There are also information about insomnia and depression, which are shared with colleagues to increase effective communication with customers. Whether a customer can communicate effectively is a yardstick to measure the professional level of customer service personnel, and it is also an effective means for service personnel to master application knowledge as soon as possible.
Third, be good at communication and improve the quality of work.
Customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. In today's society, a product often has problems due to improper use and operation, and it is often not the poor quality reflected by customers, especially Chinese medicine. If you don't continue to use drugs according to the course of treatment, it is difficult to reflect the effect of drugs. So at this time, we need to find out the crux of the problem, communicate with customers, standardize the use method, convey high-quality service attitude to customers, and avoid customers' distrust of products and even damage the corporate image. Customer service work is mainly embodied in the word communication. Communicating with customers can better understand customers' demand for products and communicate with colleagues, increase work experience and share experience, improve the overall level of the team and improve the quality of work.
Fourth, abide by the company system and actively participate in activities.
"There is no Fiona Fang without rules". Whether the rules and regulations of an enterprise are perfect or not is directly related to the image and cultural atmosphere of the enterprise, and this system needs to be effectively implemented by every individual member. During the four months of working in the company, as a customer service staff, I didn't ask for leave without reason, and I also finished my work well during the period. Actively participate in various activities organized by the company, such as outward bound training, Ditan exhibition and being on duty every Friday. During the activity, colleagues got to know each other better and the cooperation between teams was strengthened.
In the new year, customer service also needs new working ideas. The first thing is to do a good job, manage the existing customer information, and pay a return visit to the purchased customers regularly, so that they can feel the good effect of the drugs and the after-sales service of Guilong Pharmaceutical. We should also regularly visit other existing customers' information, track their insomnia, and convey Guilongtang's unique concept of treating insomnia to them at any time. Secondly, according to the company's promotion situation, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve your professional level, summarize the insomnia of different customers, and improve your knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with leaders and cooperate with colleagues, and my knowledge level and work level will be improved. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect service system can enterprises be invincible in the competition. In the new year, I hope that under the leadership of leaders and with the help of colleagues, I can go to by going up one flight of stairs and make contributions to the development of the company.
Annual work summary of koala e-commerce customer service 4
I have been a customer service worker in China Telecom for three years. In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the KPI assessment, I was rated as an excellent customer representative every month. In 2006, I was sent as an outstanding representative of affinity training. In 2006, I was arranged to go to 10000 for exchange study. During this period, my suggestion was adopted by the leaders many times. Because of his outstanding achievements, he was rated as an excellent employee in 2006. I have a wide interest in entertainment. Love writing. Last May, it was adopted as a valuable advertising slogan in the "Telecom Product Advertising Solicitation". In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
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