Summary of telephone customer service work
Snowflakes bring winter information and send away a full and busy year. Time is always so fast. In the blink of an eye, _ _ years passed silently! Over the past year, thanks to the strong support and help of company leaders and colleagues, the customer service work has progressed smoothly.
Now briefly summarized as follows:
20__ years is an unforgettable year for me. The information of my work has not changed much, and the focus is 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 warm and inspirational messages 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, after extensive collection and study of the service regulations of other companies, the work order and service norms have been improved.
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 the lack of self-awareness and the necessity of continuous self-improvement. In terms of business skills, after more than two years of open-minded 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 of 20__ years has been on the right track and achieved necessary results, there are still some shortcomings, mainly lack of enterprising and optimistic attitude, insufficient focus on customer learning and service, a necessary gap compared with experienced colleagues, and no substantial improvement in business skills. In my future work, I will conscientiously sum up my experience, overcome my shortcomings and strive to do better.
For my career, 20__ years has been a fruitful year. After Haibei's training and development 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 _ _ _ _, I will devote myself to the new year's work with efforts and vitality, strive to improve my knowledge beyond what I already have, strive to enhance my potential value, and make greater progress.
Summary of telephone customer service II
One year's customer service work ended in busyness. In fact, I am looking forward to this full working state. Customer service is a test of my willpower. I hope I can do it well. Of course, I am not only responsible for myself, I should always have a stable mentality. As a matter of fact, I have planned my work for a long time. Although it is not a long year, it is definitely more secure to have a plan. At the moment, I really hope I can improve these basic things. Many times, I am very demanding of myself. I used to be infinitely optimistic about myself, but this year I summed up the telephone customer service work.
I. Commercial aspects
Do one thing, love one thing, absolutely no problem At work, it is very necessary for me to expect that I have a security. I think no matter what the problem is, there should be a proper attitude. I know this very well when I call customer service. I think it is the best policy to solve problems in my work. I have been reviewing my work for a year, and I think this is a very simple state. Improve these things at work. In terms of business, I have been working hard for a year and dare not encounter any neglect. I think my business will improve only if I strengthen my ideological construction and study in a stable working condition for a long time. I have always expected myself to be more than just a telephone customer service. I also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.
Second, keep learning.
It is not easy to learn how to do a good job. Although I have enough customer service experience, after all, I have been in an enterprising working state in recent years, and I can see where I still need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope I can grow up at work. In fact, it gives me a very good learning environment. In the past year, I also learned from others. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these materials.
Third, shortcomings
I understand these simple materials with an open mind Although there are some shortcomings, I can always correct them. I expect to have a good state at work, which can be study. In the past year, I felt that I was impatient on the phone and had problems in communication, mainly bringing some personal emotions into myself. I will correct these shortcomings.
Summary of telephone customer service work 3
On my first day here, our supervisor gave me a simple training on rules and regulations, talked a lot about rules and regulations, and the new employee handbook. We read it again and again. At first, I felt very painful. Why are there so many rules? But after slowly integrating into this group, I found what an excellent enterprise this is, with complete rules and regulations that can restrain every employee's words and deeds and make us do our best.
Just entering a new job, it is inevitable that you will not adapt to the change of this role. Because I have some drawing experience before, I will also help the supervisor to do some art design in my spare time when uploading new products. At first, in this small team, each of us had several jobs. Although I don't accomplish many tasks every day, I will enrich myself every day. After all, this is a brand-new job and a brand-new beginning. We need to learn a lot. Only by continuous learning can we do better and complete the work entrusted to us by the leaders. This requires us to have 100% enthusiasm and passion. In my opinion, as long as we have enough enthusiasm for our work, we can overcome the biggest difficulty.
During this month, I not only learned a lot about _ _, but also improved my artistic foundation. When you put a skill on hold for a long time, it will degenerate, but if you often bring it back for exercise and review, it will naturally become more and more refined. Now I am no longer the little girl who needs more than an hour for the last product. Now I can finish putting a brand product on the shelves in _ days, and then gradually improve the pictures and information of the product. Although I can't do it with ease, I can do it easily.
Thank you very much for giving me such an opportunity to exercise myself. Here, I not only learned to discipline myself with rules, but also got a lot of exercise and learned a lot of things that I can't usually learn. I think, I will continue to maintain my enthusiasm for this job, continue to study hard, unite with my lovely colleagues, and strive to do a good job in our website, so that our avant-garde road will become more and more famous throughout the country. I think I'm not the only one who thinks so, and my colleagues will certainly have this ambition, so let's work together for our common dream.
Come on, our tomorrow will be better and the road to _ _ will be brighter and brighter.
Summary of telephone customer service work 4
Unconsciously, I have been working in the call center for more than three months. From accepting customer reports, service consultation and complaints, to communicating with customers, directly answering or registering customer needs, transmitting information to relevant departments according to service responsibilities and time limit requirements, and rationally allocating resources to solve customer problems satisfactorily, I have seen my growth in this quarter's tempering. The work of customer service representatives is the communication channel between enterprises and customers. How to master and use service skills has become the top priority of quality service and an important part of customer service.
Although the earphone is small, it is connected with the needs of customers and the infinite expectations of our customers; At the other end, responsibility and mission are tied together with the company's sincerity and sincerity to customers. Whenever I help customers solve a difficult problem and smile, whenever I solve a problem for customers and get their sincere thanks, I deeply feel the value of being a customer service representative. Customer service is not only a smiling service, but also a timely answer. Must be internalized in the heart and externalized in the line. So I actively participated in various knowledge contests organized by the company and learned about myself through the contests. Strive to master service skills and constantly enrich service connotation.
With the split and the increase of telephone traffic, in order to ensure the telephone connection rate and the normal operation of the call center, the incoming and outgoing calls are completed. Thank the leader for giving me the opportunity to be a comprehensive information officer in the call center. My job is no longer just to answer customers' calls, except to call the first-line calls in time according to the connection rate, schedule and attendance to ensure the call center connection rate. For the problems that the first-line agents can't solve, I need to handle the second-line processing, work order circulation and reminder in time, and be responsible for tracking and feeding back the work order processing results to ensure the timeliness of work order processing and customer satisfaction.
While dealing with the work order, I also need to collect and sort out the customer's common questions, hot issues and difficult questions, and formulate a unified explanation and answer caliber to ensure the accuracy of the front-line customer service representatives' answers. At the same time, it is also necessary to sort out the information related to telephone service within the company, maintain and update the center knowledge base in real time, ensure that front-line customer service representatives can quickly find relevant business knowledge when answering online, reduce the time for customers to wait online or need help when transferring, be responsible for the correct and timely answering rate, and collect and feedback the opinions and suggestions of front-line customer service representatives on new services and policies of the call center to ensure smooth and efficient information transmission in the center.
In addition, I will assist Teacher _ to make statistical analysis of the business and traffic data of the call center, and make daily, weekly and monthly reports, so that the superior leaders and relevant managers can grasp the relevant data of the call center operation and management in time. Do a good job of daily on-site inspection, handle and solve the problems found in the inspection in time, make inspection records, assist the call center supervisor in on-site management, and ensure that the call center is clean and orderly.
With the increase in the number of people in the call center. As an old customer service, it is my bounden duty to help new customers get familiar with their work as soon as possible. Many new customers, like me, were familiar with insurance business knowledge before coming here to work. So, while instructing how to receive newspapers and how to receive consultation, I took the initiative to tell them some cases I encountered when dealing with problems at ordinary times, and discussed and summarized them. When they asked me about the problems I encountered in my work, I also told them all my work experience in the past year without reservation and taught them how to deal with and solve the problems.
The third quarter has passed, and the fourth quarter has just begun. There is still a long way to go, there are still many places where we are not as good as others, and there are still many things to learn. Since I have chosen this job, I will make unremitting efforts, work hard with all my colleagues, study hard, and strive to improve my cultural quality and various work skills, so as to make the greatest contribution to the development of the company. I believe that as long as I am diligent and willing to contribute in my work, I will certainly make extraordinary achievements in this ordinary post.
Summary of telephone customer service work 5
Although I haven't worked in _ _ _ for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with the work content that I have never even thought about before. All this is a challenge, a promotion and a growth for myself.
Looking back on the work of 10, I was mainly responsible for two aspects:
The first is the update of website content.
The second is _ _ customer service, because these two contents are not well completed, so I am not very satisfied with my performance.
Here is a detailed explanation of the completion of this work:
First, the network work content
1. Update the news of Shenyang Campus of _ _ website, including school news, exam information and new information, so that people who browse our website can see our students at a glance and master our daily news, study, English exam and related knowledge.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu know the relevant information about _ _ English school, and master the latest views and needs of _ _ English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion.
5. Put advertisements on training websites, classified advertisements, foreign language training, study abroad forums, Shenyang local forums, Baidu Post Bar and other places.
6. Write an article on English public welfare activities-high school construction.
7. IELTS score guarantee plan _ _ Write a new paragraph about the English website.
Second, the customer service consulting situation
Among the many visitors in the school, one way to visit is to interview students through online consultation, which is directly related to whether the customer service can consult effectively, so it also has higher requirements for my work. Besides organizing websites, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of _ _ customer service work, mainly because of the following problems:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.
In view of the above problems, I plan to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.
2. Strengthen the publicity of _ _ English on the website, and add _ _ customer service links on the page of the article as much as possible to improve the click-through rate.
3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
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