Model essay on customer service staff's work experience 1
After-sales customer service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales customer service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance. I have been engaged in after-sales customer service for several years. The following is a summary of my personal work.
First, the initial after-sales period
When our products are sold, people will be sent to the site for installation service. This seemingly simple work has its importance. According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway.
After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.
In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company has arranged and has rules and regulations, so it must be installed and debugged as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy now. "
Second, the after-sales period
After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve. After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".
In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of the product itself, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales customer service staff should not only solve the problem, but also reflect the problem in time. When the production management knows this situation, they should make timely adjustments, find out the reasons, and strengthen the inspection of products before leaving the factory! Make sure that the similar situation will not happen again!
Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, we value a person's quality more when everyone's level is different! A person's quality directly affects the company's image.
After the instrument is installed, it will be debugged and used. Be sure to communicate with users as much as possible before use, and explain some problems that may be encountered in the construction process and how to deal with them! What should I pay attention to when using the instrument? What are the factors that affect the site? People, things and equipment must come down from each other in an orderly way.
Third, the after-sales end.
Give the equipment to the user intact, let the user be familiar with the product enough, and then let the other party sign and check the bill! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective, and it is right to choose our products! At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise.
After-sales customer service is a connecting link. On the one hand, we should contact the lowest level, on the other hand, we should also contact the middle level and even the top level. Our service status will not change, we just need to communicate with each other from different angles and images!
Model essay on customer service personnel's work experience II
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 problems, customers certainly expect to solve them in time. For problems that cannot be solved in time, users should be given a deadline commitment. If there are problems during this period, they should contact and communicate with customers in time to satisfy them.
If service work is a hard job, let's devote ourselves to this kind of "hardship" to exercise ourselves. "Jade must be cut and polished." 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!
In a blink of an eye, I have been working in the customer service department for a 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 problems, customers certainly expect to solve them in time. For problems that cannot be solved in time, users should be given a deadline commitment. If there are problems during this period, they should contact and communicate with customers in time to satisfy them.
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!
Model essay on customer service staff's work experience 3
Taobao's customer service is similar to that of employees in physical stores. It's definitely better to have someone to explain and solve the problem to customers than the vending machine business.
1, basic process of customer service:
Familiar with the product: understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently. Article number, size, warehouse inventory, color, capacity and other information.
2. Receiving customers:
As a customer service guide, it is best to be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: the price of baby is very low, and it is not good to bargain again. If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store. Greeting, customer consultation and answer, negotiation, delivery and arrival time, etc. If necessary, call.
3. Cash on delivery order processing:
Many buyers don't know the meaning of cash on delivery and choose cash on delivery directly. When they receive the goods, they will think that the price is more expensive than that on the website, so they will think that your store is cheating him and refusing the order. If you just refuse the order, you only need to pay more for the courier, but if the customer thinks you are cheating him, you may lose a group of customers. Therefore, for customer service, when seeing the cash on delivery order, you need to contact the buyer immediately and tell him that the price of cash on delivery is slightly more expensive. By the way, you can confirm with the customer whether the customer needs information. If the buyer agrees to cash on delivery, you can write the invoice, otherwise you need to place a new order. Ask the customer service to call the customer to confirm that although the phone bill is a little expensive, it turns out that the rejection rate has become very low.
4. Customer evaluation:
Remember to write a comment to the customer after the transaction is completed. This is an opportunity to advertise to the store for free.
In the process of bad reviews, many friends were made to cry by this credibility. Bad reviews are not the devil, they are not terrible, and the terrible thing is not to deal with them. If you find bad reviews, communicate with customers quickly and see what causes them. Customers don't give you bad reviews for no reason. Understand the situation first, then solve the problem. Ordinary customers will give you a revised evaluation. For some buyers who get improper benefits from malicious comments, customer service should pay attention to collecting information so as to collect evidence for subsequent complaints.
5. Learning experience:
Don't worry when there are many people, reply one by one, record the difficult questions and inform them to wait, and deal with them when there are few people.
Most of the problems are bargaining, urging delivery, asking the arrival time and checking logistics information. These questions are answered quickly and most customers can explain them clearly. If customers are angry, call them and explain why. Say a few words of apology, be sincere, and it is generally difficult to say anything more. Finally, remember to propose solutions for customers to adopt.
We must be enthusiastic about after-sales problems. If you meet unreasonable customers, don't be impulsive. Think of a good way to deal with them when you calm down. Since the customer comes to you to find a way to solve the problem so that they don't feel cheated psychologically, when making a phone call, let the customer say something first, even if he doesn't listen to a word. Need to explain clearly, apologize again, and then propose a solution for negotiation.
Model essay on customer service staff's work experience 4
I have worked in the company's after-sales customer service department for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed various tasks arranged by leaders, and my business level and working ability were also improved. The work, experience and future efforts in the past 20__ years are reported as follows:
First, establish a global concept and do a good job.
I think the overall situation of after-sales customer service work is to "establish a corporate image and maximize customer satisfaction and loyalty to the company's products." Protecting the interests of customers to the maximum extent is an important part of improving the core competitiveness of our products. Do a good job in after-sales customer service, and at the same time, in order to feedback the bad situation of the product in the process of use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:
1. With the cooperation of the after-sales customer service department, the leaders and colleagues of all branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, thus realizing the timeliness of service contact and coordination.
2. With the active cooperation of the after-sales customer service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales customer service files were improved.
3. Under the guidance of the leaders of the after-sales customer service department and the active cooperation of colleagues in various departments, the monthly report of after-sales customer service work was drafted and a smooth information platform was established.
4. Analyze and summarize the monthly report of after-sales product quality, report it to department leaders and quality control departments, deal with customer problems in time, improve product performance and improve product quality.
5. Provide technical support for after-sales personnel of each branch and solve customer problems.
6. Seriously complete other tasks assigned by the leaders.
Second, be good at professional skills and be diligent in on-site observation.
The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales customer service personnel. After-sales personnel can not only solve individual equipment failures, but also consider problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I actively study and participate in the debugging of new products to improve my professional skills. During the company's third customer training course, I studied with customers and after-sales customer service staff of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.
Third, being good at communication is better than assisting coordination.
After-sales customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operations, and not all operations are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.
In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales customer service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales customer service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.
Fourth, improve the shortcomings and look forward to the future.
I worked in the after-sales customer service department for one year. I have done some work, learned a lot of knowledge and improved a lot of abilities. There are still many shortcomings and problems that need to be studied and improved:
1) new technologies and new products are not mastered enough, so it is necessary to strengthen theoretical and practical study and participate in the project site more.
2) Go to the after-sales customer service site to understand the customer's needs, fundamentally solve the customer's problems, and further improve the after-sales customer service files.
3) Cooperate with the leaders of the after-sales customer service department to strengthen the professional skills training of the after-sales customer service personnel of each branch.
4) The awareness of work innovation is not strong, so we need to study more and go to the after-sales customer service site to improve our working ability.
In my future work, I will carry forward my advantages, overcome my shortcomings, and do all the work well with a down-to-earth and conscientious spirit.
Model essay on the work experience of customer service personnel 5
The first half of 20__ year is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, he experienced major events such as the China Lunar New Year and the change of company leaders. Customer service in the first half of 20 _ _ mainly includes the following points:
First, the arrangement of return visit information
After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.
Second, supervision and improvement.
Supervise customer service personnel to input and count various documents to improve work performance. With regard to the improvement of decoration technology, compared with the numerous decoration events in _ _ _ _ _ _ _ _ _
Third, the handling of complaints and return visits
On 20 _ _-20 _ _, there were 406 complaints from the owners, of which 37 1 piece had been handled and 35 pieces were to be handled. Among them, there were 47 complaints/kloc-0 in the first half of _ _ _ year. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, avoiding repeated complaints from the owners and expanding the problems, which has played a certain role in improving the satisfaction of the owners. There are 254 rectification sheets, 248 of which have been processed, including 50 rectification sheets in the first half of _ _ _, with a return visit rate of 98%.
Fourth, the late sporadic delivery, decoration work in an orderly way.
By the end of _ _ _, 444 households had signed up for occupation in each community, of which 36 households had signed up for occupation in the first half of _ _ _, and 943 pairs of passes had been decorated 159 households, of which 39 households had been decorated in the first half of _ _ _ _ and 249 pairs of passes.
Five, the property fee work gradually on the right track, the cost indicators completed on schedule.
There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99. 55%。 All pool fees were also collected as scheduled, and 73 households were owners who did not pay public utilities in advance. Except for local owners, the pool utilities are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department must go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.
Sixth, customer satisfaction.
In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we made a survey on the satisfaction of the owners in the community, and sorted out the opinions and suggestions of the small owners. And answer them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard; We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In April, we also launched the Customer Care Month to provide voluntary services for small electrical appliances maintenance, cleaning or moving furniture in the owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.
Seven, there are shortcomings
1, some employees lack professional knowledge and skills;
2. Some processes are too repetitive and complicated;
3. The responsibilities of various departments are chaotic;
Eight, _ _ work direction in the second half of the year.
1. Develop and strengthen various community cultural activities;
2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.
3. Strengthen the internal and external training of employees and improve the overall service level.
4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.
Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. However, some things can't be solved by our property customer service.