Model essay on customer service career planning (1)
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, as an outstanding representative, I was sent to * * for affinity training. In 2006, I was arranged to go to ** 10000 for exchange and 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. Held in May last year? Telecom product advertising highlights? Be adopted as a valuable advertising language. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
Customer service, they say? Is this a thankless thing? . Indeed, the things that customer service needs to deal with are sometimes so trivial. They are very busy every day, and they will meet all kinds of customers every day, polite, rude, grateful, angry, reasonable, unreasonable and with the wrong number? At the beginning, my mood will change with the things I meet and the customers I meet every day. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down and won? Excellent operator? The title has been recognized and praised by everyone.
I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? Strictly observing the rules and regulations is our principle, but at this time, the interests of users may also be harmed. In the customer's words? I swear on my personality? Such a heavy word, I immediately said: Sir, I believe you ...? And write down his personal ID number in detail, and inform him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called consideration for customers, sharing worries for customers and satisfying customers' wishes is by no means that sentence? I can understand how you feel, sir. It can be done, but it needs a sense of responsibility, good judgment and execution to analyze and deal with it, so as to truly realize our desire for customers and enhance our company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Understand customer psychology, let me know from experience? Excuse me. Really sorry? Than? Excuse me, sir? It is not easy to arouse customers' disgust, in a word? Shall we transfer it to the business department or to the * * department (directly named department) for you to handle? Than? We'll transfer it to the relevant departments to handle it for you? More acceptable, users will feel that it is not perfunctory.
I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.
Model essay on customer service career planning (2)
In the last year, my work was mainly related to customer service and B2B promotion. As far as the customer service position I am mainly responsible for is concerned, I have made some progress this year, but I need to further improve my work next year. Next year, we plan to start from the following aspects;
First, improve customer conversion rate.
1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.
2, do a good job with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.
Second, answer customers' questions comprehensively.
Customers will communicate with XX people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.
Third, pay attention to improving your online marketing ability.
First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive customers, the network department can receive customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as photon rejuvenation instrument, Q switch, LED photodynamic, CO2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.
Fourth, avoid the obstacles of checking information.
When receiving the customer's inquiry, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.
Model essay on customer service career planning (3)
Modern enterprises pay more and more attention to customer service, which is the trend and inevitable process of market economy development. As a newly established working group in the call center, the customer service department of 800 call center has made a series of achievements and found a series of problems with the support and help of everyone. In order to better carry out the next stage of work and successfully overcome the sales fault after the year, according to the relevant provisions of the Ministry, the following scheme is formulated:
First, clear the guiding ideology.
With the aim of improving service quality and customer satisfaction as the standard.
As the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition, with more stable customers and more development potential in the market. Therefore, it is necessary to establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.
Second, make work plan objectives.
Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.
The first is the short-term goal:
Consolidate and maintain existing customer relationships.
Two. Discover new customers (potential customers, potential needs).
Goal one can be achieved in the following ways:
1. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest tourism trends of customers.
2. Select customer groups regularly, and conduct targeted home visits and promotions.
Goal two can be achieved in the following ways:
1. When accepting the telephone consultation of customers, record the basic information and consultation contents of customers, list them as our potential customers, and develop them into existing customers in due course.
2. When receiving visiting customers, record their basic information and travel trends in detail, and provide new customers.