Corporate customer service internship experience (1) In a blink of an eye, I have been working in the customer service department for one year. In this year, I have a new understanding and experience of customer service.
Before entering the customer service work, I always thought that the customer service work was very simple, that is, sitting at the front desk to answer the phone and solve the after-sales problem. In this year's continuous study, I deeply realized that customer service is a job of communication between people.
Customer service personnel represent the window for users to communicate with the company. As a customer service staff, don't put yourself on the opposite side of the user at work. Apologize more to customers, which is not to belittle the company's image, but to show the image of the company's integrity. Everything should be considered from the user's point of view, not from the opposite of the user, otherwise the problem will never be solved.
In the process of dealing with the problem, customers certainly hope to solve the problem in time. If you can't solve the problem in time, you should give the user a deadline commitment. If there is a problem during this period, you should contact and communicate with the customer in time to satisfy the customer.
If service is a hard job, let's devote ourselves to this kind of hard work to exercise ourselves. One day, you will find that it makes us stronger, more tolerant, richer and more beautiful.
In fact, these are all my experiences at work, and I may just have touched the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!
My first job in society was to be a customer service center. I never thought that my life would have anything to do with my little earphone in the future, but now my closest working partner is it. Every time I put on headphones, any previous sadness, depression and depression will throw them out of the clouds, and some are just confident, happy and full of energy. I think it has been four years, during which I have some work experience to share with you.
The first thing customer service should learn is to listen. China is vast in territory and abundant in resources, and the customers who call come from all corners of the country. It is inevitable that there will be language differences, and each customer's expression ability is different, so pay more attention to listening. Find information points from customers' words and phrases and provide customers with the help they need. Thirdly, the mastery of professional knowledge not only refers to the company's product information and functions, but also includes the information of the same industry and similar products and their advantages and disadvantages. Third, learn to put yourself in others' shoes. Please don't be depressed or even angry when you are unreasonably accused and abused by customers who are full of energy, sweet voice and sincere attitude.
As the saying goes: a mother gives birth to nine children, and nine children are different. Everyone has different temper and education level, so their expressions are different. You should put yourself in the customer's shoes and consider the problem from the customer's standpoint. If I were a client, would I be more angry than him, and would my language be more intense? In this way, your mind will be peaceful, your thinking will be clearer, and you can better serve your customers. Finally, the mastery and application of professional communication skills. Provide customers with high-quality and humanized help with the voice, speed and expression that are in line with customers.
In addition, more and more companies have opened customer value-added service systems. We can guide customers to self-service, and introduce preferential policies for VIP customers to improve the marketing awareness of customer service representatives.
Call center is a sunrise industry with greater development potential. Compared with the maturity of each product, customers are more inclined to be satisfied with the service, which shows the importance of customer service. Let's grow and mature with the call center.
Enterprise customer service internship experience (2) In the first two months, my internship position was xx customer service, answering customer calls and providing business consultation, inquiry and handling.
I started the pre-job training the day after I entered xx. Training is undoubtedly hard and substantial. There is a ***xx colleague in our class who studies business with brothers and sisters of xx Company. Because there are many kinds of business in xx, we have a lot to learn and a lot of knowledge points to memorize. You also need to be proficient in operating several systems. Basically, I can't get off work on time, and even I have to remember and be skilled when I go back to the dormitory. Besides business study, another thing to learn is to speak and learn to keep a good voice. But my colleagues around me are working hard, because everyone believes that only by mastering the business skillfully can we solve the customer's problems, do our own work well and reflect the value of internship.
Through the training process of learning business, learning system operation, eavesdropping on brothers and sisters' phone calls and trying to make phone calls, I began to formally answer the phone.
I was very nervous when I first answered the customer's phone and said a lot. Moreover, because of my poor business knowledge, unskilled system operation and slow query speed, I have to ask my brothers and sisters for help with many problems, and even some customers hang up impatiently while waiting. At the same time, we also met customers who don't understand our work and company business. They vented their dissatisfaction with me and their satisfaction was relatively low.
At first, we were all afraid, not confident enough, afraid of making mistakes and relying on our brothers and sisters. When they encounter problems, they always turn to our brothers and sisters for help. After they help us solve the problem, they will tell us that when we encounter a problem, what we have to do is to think about it first, filter it out and come up with a solution instead of relying on it blindly. One day we will have to face these problems ourselves. See more, know more and be familiar with the business. Be sure to be accurate and confident when answering customers, so that customers can improve the credibility of your answers and ensure your sex.
In the next few weeks, I improved my customer service skills through continuous training, and grew up in such training, and my skills became more and more skilled, gradually reaching the standard that a customer service representative should reach.
In this summer internship training, we learned a lot that we can't usually learn in class, and gained a lot. Here, we learned to listen, keep good communication skills with customers, and put ourselves in the customer's shoes. During the call, we should keep interacting with customers, treat people with courtesy, and be anxious from the customer's point of view.
When customers are dissatisfied, we should appease them in time and try our best to help them solve their problems. I learned to speak in the incoming customer service post and to deal with all kinds of people I met in the wiring process; We learned to listen and talk, to solve problems in the process of listening, to help others, and to feel the happy mood after helping others hear that thank you.
Just when I was familiar with the work of inbound agent representatives, our class began to order takeout because of the company's scheduling, and I began to learn the skills of ordering takeout.
The content of outgoing call is actually telemarketing, which is a relatively new concept. It refers to the method of expanding customer base, improving customer satisfaction and maintaining customers in a planned, organized and efficient way through the use of telephone.
We call customers, conduct research visits, invite customers to participate in preferential activities, and help customers register their business. The initiative of going to electricity is much greater than that of incoming calls, but the pressure is also much greater. Because customers always have resistance to marketing, they will get angry almost every few minutes when they make outbound calls, because some people think you are bothering them, some people don't trust xx, and some people have bad personalities. When such different people refuse you, don't understand you, or even scold you, I will be depressed at first, but then I will adjust immediately, because as an outbound customer service representative, my service attitude must be good. As a service industry in contemporary society, no one will be willing to buy your products if the service attitude is not in place. Therefore, only when we face the work with a positive attitude, improve our communication skills, grasp the customer's psychology, and let customers feel their sincerity and experience preferential business, will customers handle preferential business with peace of mind and recognize my service.
Because of the research on incoming calls and outgoing calls, I became a double-qualified employee of the company. I usually make outgoing calls most of the time, and support incoming calls when the traffic is busy to ensure the number of calls. It's challenging for me to switch between two roles freely, and I also get a lot of exercise. Only by knowing what kind of help customers need can I grasp the psychology of customers and market products.
During these months of internship, with the care and support of the leaders, with the enthusiastic help of my colleagues, and through my continuous efforts, I quickly adapted to the environment and work. I am strict with myself in my study. With the strong pursuit of personal goals and knowledge, I have firmly mastered some professional knowledge, work and study. My work practice has improved my skills, and I can slowly grasp the psychology of different customers. My communication with customers is getting better and better, and the data such as handling volume and satisfaction are quite good. My superiors and colleagues in the company have affirmed my achievements.
At the same time, my own ideological understanding has also been greatly improved. This job has cultivated a strong sense of responsibility. Because of the negligence of employees, the company will be fined, individuals will be complained and the corporate image will be damaged. I will always be responsible for my customers, myself and the company image.