Customer service staff's work summary 1 In the past six months, our shortcoming is that we don't have a good grasp of employees. I need to strengthen communication to convince people, educate people, treat people with sincerity, treat people with affection, wake people up with wisdom, show people with words, make friends with heart, and retire with * * *. Be a benchmark, persevere and never fail, be a forward helmsman and lead the way.
In the past six months, it has been bitter and tiring, but it is reasonable that everything is difficult at the beginning. People's running-in, working thoughts, everything depends on themselves, because only when I cross the road can I clearly know how to let our team members go on. The summary of the detours I have gone through must be carried out by our team members. Improve the perfection of the work. Only when the foundation is laid can the building be built high, so the process is really important. In order not to make mistakes in their work, many enterprises rely on processes to avoid unnecessary losses. I also attach great importance to the process, and constantly need to modify the process to make it perfect.
Training work In order to improve the quality of employees and better cooperate with the work requirements and objectives given to us by the company leaders, I have conducted many trainings, but due to the high mobility of personnel, all the training results I have paid are in vain. Next, our training plan will be carried out in three aspects as before:
1, establish a good atmosphere and strengthen ideological and moral cultivation.
2. Improve service quality, strengthen work processes and methods, and train professional skills.
3. Improve employees' intuition of discipline, strengthen employees' understanding of the company and attach great importance to company management rewards and punishments.
A team is not our individual individualism, but needs everyone's wisdom and strength. Positive. If you are an adult before you become a talent, don't come in. If everyone's goals are not unified and selfish, our team will eventually achieve nothing. Everyone's goal is very important. It is precisely because we have the same goal that we are a team. We are still young and have a long way to go. In today's fierce social competition, each of us should be responsible for our actions today. I want to listen carefully to everyone's goals in the team, aim at my own team's goals, help to successfully complete the team's goals, and at the same time complete our goals. This is what I really need to do.
At present, the materials, personnel and work content of the case field have been basically stable. The usual job is to find problems, solve problems and solve problems in the bud of scientific management. I hope that every day will be better and better in the future. I hope more people will support and recognize us. I hope our work can be completed with excellent results. We are full of expectations for the next day, expecting it to be a beautiful memory of my life, worthy of my life and cheering for myself! Even if no one cheers for me, I will shout for myself! Come on! Come on!
Customer service staff work summary 2 As a hospital customer service staff, the daily work is extremely trivial, including consultation and triage, accompanying diagnosis, communication and coordination, telephone follow-up, and even sewing buttons for patients. Although these small things are very inconspicuous, if they are done well, patients will get great convenience, pleasure and comfort from them, and then increase their goodwill and trust in the hospital; Failure to do well will affect patients' evaluation of hospital service quality, and then destroy the overall service image of the hospital.
However, after working for a long time, on the one hand, some people disdain the customer service work, thinking that this work is neither technical nor economic, trivial, hard and worthless; On the other hand, without a strong sense of professionalism and responsibility, the passion of service personnel can easily be spent on daily chores, and passion is the most valuable service trait. Losing passion in service is like losing one's soul. After finding the biggest problem and gap that restricts the development of customer service, we focus on making a fuss about innovative ideas and systems.
First, establish new concepts and improve the professional pride and sense of responsibility of customer service personnel.
In fact, it is not easy to be a qualified service person. It requires various abilities such as communication, coordination and emotion, as well as various knowledge such as medicine, health care and marketing. Most importantly, like Nightingale, a pioneer in nursing, she has the courage to devote herself to her career and the spirit of serving patients wholeheartedly.
1. To serve patients, we must be the "golden key" in the hands of patients.
The "Golden Key" is the highest honor awarded by the international hotel industry to outstanding service personnel. It means omniscient and omnipotent, is the "green card" of customers, is the gold standard of service quality and personal reputation of service personnel, and the number of "golden keys" becomes the best annotation of hotel service level. Customer service staff is like a "golden key" given to patients by the hospital: patients come to see a doctor, and we are receptionists; Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the service, and we are the coordinator; For those with children, we are nurses, and for those visiting abroad, we are commentators. In short, this "golden key" is to do everything possible to meet the needs of patients, open their hearts with sincere dedication and sincere service, and win their trust. I remember a Mr. Qiu who didn't take a ct film in time after leaving the hospital because of something in the unit. The medic didn't know the situation and cleaned it up. A few days later, Mr. Qiu mentioned it to us. Although there is no hope, the feelings of regret are beyond words. He realized the patient's mood and difficulties, and we took the initiative to contact him. Later, with the full cooperation of the director, Mr. Qiu was very satisfied with reprinting the ct film for the patient.
2. To serve patients, it is necessary to be a hospital "walking dictionary" that patients can't test and ask.
As the first stop of hospital service, we have to contact thousands of people of different ages and personalities every day. How to make these questions varied and have different needs is the biggest test of customer service staff's patience and wisdom. We should not only be familiar with the history, culture, characteristic technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department, and even understand the medical characteristics of other hospitals in the provincial capital. When we meet their needs and win their trust and recognition through our decent speech and extensive knowledge in a very short time, they will tell us with their own medical choices that customer service is a bridge between patients and hospitals, and they trust and recognize hospitals. I remember we treated a patient with spinal stenosis. Because it's a new diagnosis, we recommend him to go to orthopedics for diagnosis. After the diagnosis, the patient didn't want to have surgery and wanted to see other hospitals, so he introduced the massage department and Chinese medicine department of our hospital. Finally, the patient chose massage therapy. After a period of time, the effect is remarkable and the patient is very satisfied. Another time, a patient from kidney calculi wanted to come to our hospital for lithotripsy. Although there is no gravel equipment in our hospital, according to the patient's personal needs, we introduced him to the two most famous hospitals in the city and the hospital closest to home, and the patients all recognized our serious and realistic attitude.
3. To serve patients, it is necessary to do a good job of "connecting bridge" to communicate the feelings between doctors and patients.
Because of the particularity of medical service and the asymmetry of doctor-patient information, patients can easily blame medical staff, and medical staff will be disappointed and wronged because of their incomprehension. So far, there is no special institution or course to train customer service personnel, and customer service training is different from medical and nursing knowledge training. In order to improve the effectiveness of customer service, we have made detailed provisions on training content, training time and assessment requirements.
Second, improve the management level and improve the effectiveness of customer service.
In order to standardize management and improve the professional level of customer service personnel, we have formulated and implemented internal post rotation, shift change and work log writing systems. Although the temporary difficulties, such as unfamiliar personnel and heavier tasks of managers, are caused by different job responsibilities, we believe that temporary difficulties will bring long-term benefits.
Third, improve the assessment criteria and improve the enthusiasm of customer service.
In order to break the same state of doing more and doing less, on the basis of improving job responsibilities and service processes, we have formulated an assessment method that takes into account financial goals, customer goals, management goals and personal learning and growth goals with reference to the internationally used balanced scorecard, and it is currently in the trial stage. Through the development of the activity of "Creating Double Trees", we found the gap in the process of summing up the work, found the value in the thinking of establishing coordinates, and was affirmed in the exploration of innovative work, which comprehensively improved the service consciousness, service ability, service image and ideological realm.
Summary of Customer Service Staff's Work 3 It has been more than a year since I joined the company at the beginning of 20xx. A year ago, I knew almost nothing about the job of telephone customer service and I didn't know much about the insurance industry. However, as a customer service specialist of China Life Insurance, I have been able to solve problems for customers and provide background support for front-line colleagues, all of which are inseparable from the enthusiastic help of leaders and colleagues.
From the time I first entered the company and was still in the induction training, I was worried from time to time whether I was qualified for this job. I'm afraid I can't fully familiarize myself with the company's business knowledge in a short time and provide satisfactory service to my customers. However, under the patient guidance of the training teacher, I also passed the business knowledge examination at a faster speed, and finally I will officially take the post of customer service and become a customer service specialist in China.
Everything is difficult at the beginning. I still remember the nervousness of receiving a phone call from a customer for the first time. However, no matter how nervous I was when I heard the phone ring, I got up the courage and pressed the answer key. After hearing the eager inquiries from customers, I understood my responsibility, ignored my nervousness and quickly searched for the information that customers needed. After a period of adaptation, I was able to overcome my nervousness and start working according to the normal scheduling time like other members of the group. Different from before, I need to switch constantly before morning shift, day shift, middle shift and night shift, but these have not brought me much trouble. In addition, during this period, it is also a great gain for me to get along well with my colleagues in the group and help each other learn from each other.
However, it is worth mentioning that although I have been in contact with customer service for nearly a year, I still have a lot to improve, and I still need to strengthen and improve my business ability through continuous learning. For example, in the process of high-intensity continuous contact with different customers, emotions will inevitably fluctuate, and facing a customer for a long time may also show impatience. Controlling emotions and maintaining a good service attitude are the most basic requirements for a customer service staff, so I will strengthen my cultivation and ability to control emotions in this respect in the future.
In the new year, self-improvement can be divided into two aspects. On the one hand, self-study and training can strengthen the study of insurance professional knowledge, so as to better serve as a bridge between companies and customers and play a communication role; On the other hand, in terms of working attitude, through more exchanges with old employees, I humbly ask and learn their experience and skills in providing services to customers, so as to improve my service quality and become an excellent customer service staff.
Customer service staff work summary 4. First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff in xx Center of telephone banking, I deeply realize that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services.
Customer service staff work summary 5 With the support of company leaders and departments, the customer service department has successfully completed all the work this year and achieved certain results. Looking back on our work in the past year, we have mainly done the following things:
One is refined management.
Shopping mall plays an important role in shopping mall business, which is not only related to the economic benefits and development of shopping mall companies, but also affects the realization of the functions and social benefits of shopping malls, and plays a positive role in ensuring social stability and people's livelihood. Therefore, in the management of shopping malls, we earnestly perform our duties, combine our respective jobs and division of labor, and learn relevant theories and regulations. With the deepening of the company's fine micro-management, a series of rules and regulations have been formulated, with posts to people, responsibilities to people, rewards and punishments to people. In the data management of shopping malls, strict implementation ensures the authenticity, consistency, correctness, timeliness and standardization of data, so that the management of shopping malls meets the requirements of superior companies.
Second, work standardization.
We adhere to the principle of seeking truth from facts, being prompt, timely, accurate and reasonable, attach great importance to the improvement of the quality of shopping malls and the work of disaster prevention and loss prevention, and pay attention to high standards and strict requirements in our work. First of all, start with grasping the investigation rate of the first scene. As long as you receive the report, no matter the size of the accident, no matter day or night, always insist on rushing to the first site, master the first-hand information, and strictly follow the fast payment process to provide customers with the convenience they can. Adhere to two-person survey, two-person loss assessment and limited payment to continuously improve service quality; Adhere to the 24-hour duty system, actively participate in the construction of three centers, and further improve the service level; Strengthen evaluation; Actively do a good job in disaster prevention and loss prevention, timely draw up the work plan for disaster prevention and loss prevention of major customers, the safety inspection methods for flood control in summer, and the safety inspection methods for fire prevention and explosion prevention in winter, always grasp them, intervene in advance, enhance the risk prevention ability, and receive good social effects. We pay close attention to the management of shopping malls, speed up the pace of shopping malls, strengthen team building, improve the service level, improve the service image, effectively squeeze out the water in shopping malls, achieve effective compensation reduction, and better complete the indicators of shopping malls.
Third, service standardization.
The market competition of shopping malls is nothing more than price competition, brand competition and service competition, and service competition plays a very important role in the market competition of shopping malls. As the customer service department, the service quality is directly related to the development and survival of the company. Therefore, our department puts the service of shopping malls in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details. For example, when customers come to handle business anytime and anywhere, we can provide thoughtful service; If you can do your business well once, you won't let your customers run twice. Every time a case is settled, the insured will be notified by telephone in time to collect the money. Over the past six months, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.
Achievement represents the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals. I sincerely wish our people's insurance business is thriving and our company is bigger and stronger.