In fact, it is not easy to do a good job in customer service. Besides our own services, we should also accumulate some experience and better understand our work. Here I bring you a concise summary of customer service work, I hope you like it!
Customer service work summary concise version 1 customer service is to maintain every customer. In my opinion, the customer service department is the heart of the company, and the quality and professional knowledge level of the customer service specialist directly affect the actions and interests of the whole company. As a customer service specialist, the first thing you should have is the stability of service consciousness and mentality. Customer service is to serve every customer with your heart and make yourself satisfied. If you don't put the customer's needs first, then he is not a qualified customer service specialist. Therefore, as a customer service specialist, I want to put the quality of service in the first place and firmly believe that I can't do it. Only when I can't think of it, will the stage have how big my heart is! Simple things, repetitive things, repetitive things, happy things, happy things, do it every day!
If you want to do your job well and become a professional customer service specialist, it is not enough to have a strong sense of service and mentality and communication, but also to have a sense of responsibility, a sense of responsibility, and more consideration for customers, so as to do better and live a more fulfilling and meaningful life!
Learning is endless, don't be satisfied with the status quo, keep making progress and learning, and success will always belong to those who are prepared! I hope to continue to work hard in the company, keep learning and improve myself, because now it is a highly competitive society! Learn more while you are still young. Nowadays, with the rapid development of the world, the speed of knowledge updating is accelerating. If people want to adapt to the changing world, they must live and study hard and have a lifelong learning attitude. You will never learn! In order to better develop the company's business, the following are my own thoughts and experiences on how to do a good job in customer service:
1, affirm yourself.
The most important part of customer service is customer service personnel. Customer service personnel should accept themselves, affirm themselves and like themselves. If you don't even like yourself, but expect the business owner to like you, it's really hard for the business owner. Feng Liangnu, the king of Hong Kong sales, put it well: "The secret weapon of salesman's success is to like yourself with your love."
2. Develop good habits.
Some people are used to calling customers at least 10 times a day to understand their needs, while others can't call them three times a day. Some people set the time for getting off work at 9 pm, while others want to go home at 5: 30. Some people arrange tomorrow's schedule every night, while others never know what to do this morning ... People unconsciously create or hinder themselves while forming habits. This is the power of habit. Everyone is a slave to habit, and a good habit will benefit you for life. If you are a customer service worker, ask yourself what "success habits" you have.
3. Work purposefully.
Collect more information about new customers every day. As a customer service department, we should give priority to active service and make a good service plan. Before serving customers, we should know what customers need, the form of service, the degree of acceptance and so on. , and provide targeted services.
Summary of Customer Service Work Concise Edition 2 It has been half a year since I joined the company in July, 2000. Looking back on the past six months, I have paid a lot, but I have gained more. In the past six months, with the help of my colleagues, I have made great progress in my work, but at the same time, I have exposed many shortcomings. Now I summarize my work in 20__ years from four aspects, hoping to improve my own shortcomings while maintaining a good side in 20__ years.
I. Main Work Completed
As after-sales customer service personnel, the main job is to serve customers and solve all after-sales problems for customers. After half a year's study, the command function of various models of products has been mastered skillfully, and common problems can also be solved skillfully. The praise of marketing QQ is also increasing steadily, with 5438 in June and 53 in February. While completing my own work, I also contacted the work of other stations, such as the inspection of rework machine and the input of the system. And help other colleagues when they have something to ask for leave.
Second, shortcomings in the work.
Communication skills and problem-solving skills need to be improved. We should strengthen self-management, be neither arrogant nor impetuous at work, take customers as the center, constantly improve the quality of service, ensure that every call we receive is enthusiastic, listen carefully to customers' information, maintain a polite attitude and improve the quality of work. When you encounter complaints and feedback, you should clearly record all the requirements of customers, grasp the center of the problem, try to avoid talking about unimportant things, and make records so as to contact customers in the future.
Three. Work suggestion
As after-sales customer service of products, we are directly faced with products and customers, so in terms of products, we must be familiar with all its functions. It is suggested that the product manager can take the time to train us on new product functions when releasing new products.
As customer service staff, we are always ready to answer customers' calls, so we need a quiet working environment. This half year may be because the company is renovating and the office environment is very noisy. I hope that the new 20 years will have a good office environment and greatly improve work efficiency.
Fourth, the work plan for next year
20__ years, I hope to be fully qualified for my present job and be familiar with the work of other stations, so as to be familiar with all the work of the after-sales department.
A person's life is always inseparable from work. Although I am busy now, I am very happy and satisfied. Although I am still an ordinary employee now, I hope I can give full play to my own light and enthusiasm in the company, truly exert my potential, keep learning and making progress, and grow together with the company!
The above is a summary of my year's work, and my achievements are minimal. I will seriously correct the existing shortcomings and seriously serve customers.
Customer satisfaction is the most important criterion to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.
Customer return visit is mainly a survey of customer satisfaction. At that time, in the process of trading, customers may not have thought of all kinds of situations, all of which were encountered during the use or directly when receiving company services. He can give feedback to the company, and our feedback to customers will also be studied and preserved, so as to improve customer satisfaction, and the ultimate goal is to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.
Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because the psychology and behavior of consumers are difficult for the company to determine, and the company can improve the service quality through efforts, which can only improve customer satisfaction, but not customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.
Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of an enterprise can be "zero complaints, no complaints".
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. I insist on diligent study, strive to improve my professional level, strengthen and pay attention to integrating theory with practice, and exercise myself with practice. Contribute to the company's comprehensive information online.
Second, based on their own duties.
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 cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
In my work, I strictly follow the working concept of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is my summary of the whole year's work, but I know there are still some shortcomings. First, there is a lack of work and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success. The next step is to overcome and improve.
Because last year's performance was not very good, I found some reasons. The biggest problem is that my work is not in place. In order to improve this situation, I set a goal of _ _ years in combination with the actual situation.
I. Work objectives
1, if the sales target is to have good performance, we must strengthen the study of product knowledge and Taobao customer service, broaden our horizons, enrich our knowledge, and adopt diversified forms to combine product knowledge with Taobao customer service skills.
2. Have a good psychological orientation, understand the nature of their work, have a good attitude towards customers, have good communication skills and have certain negotiation skills.
3. Be very familiar with our baby, so as to communicate with customers well and answer their questions.
4. Be diligent and careful, and get into the habit of taking notes.
5. Be clear about all aspects of online store operation and management (baby editing, removal, picture beautification, logistics, etc.). ).
6, for old customers, as well as regular customers, always protect contact, in the case of time and conditions, you can send blessings.
7. While having old customers, we should constantly develop new customers through various channels.
Second, the goal of self
1. Be a person ahead of time, be practical, be responsible for your work and make a little progress every day.
2. Only when you have good communication with colleagues, have a sense of teamwork, communicate more and discuss more, can you continuously increase your business skills.
3, execution, enhance the ability to complete the task with good quality and quantity.
4. Develop a good habit of being diligent in study and good at thinking.
5. self-confidence is also very important. Only by having an optimistic and positive work attitude can we complete the task better.
Principle of goal adjustment: stick to the general direction and change the small direction appropriately.
Finally, the plan is good, but more importantly, it lies in its concrete practice and results. Any goal, just saying no, will fail. However, the reality is unknown and changeable, and the written target plan may encounter problems at any time, which requires a clear head. In fact, there is a mountain peak in everyone's heart, which embodies ideals, beliefs, pursuits and ambitions; There is a forest in everyone's heart, bearing the harvest, fragrance, frustration and tempering. If a person wants to succeed, he must show courage, work hard, struggle and struggle. Success, don't believe in tears; Success, not believing in decadence; Success doesn't believe in fantasy. In the future, you have to work hard on your own!
The Concise Edition of Customer Service Work Summary has been supported and helped by company leaders and colleagues for x months in the customer service department of property management company in 20 years. By participating in post responsibility training, I learned the basic knowledge of property, and improved my service awareness and skills. In the daily reception work, go through the formalities for the owner in time, do a good job in business services such as repair service, complaint and return visit, and actively complete all the work assigned by the leaders. This year's work is summarized as follows:
First, induction training and business learning.
1. In terms of induction training,
After entering the company, I first learned the company's "people-oriented" management concept and humanistic culture in a short time by studying the employee handbook and attending the employee induction training. Second, the company's red and yellow line system training let me know that I must strictly abide by the company's rules and regulations, and always remind me to have a high sense of responsibility, abide by the company's discipline, and improve work efficiency. The third is service awareness training. We adhere to the company's service tenet of "serving you wholeheartedly", strictly implement the service concept of "owner first, service first" and strive to improve service quality.
2. Business knowledge learning.
At work, it is particularly important to master the service process and carefully study the relevant laws and regulations and the contents of various agreements formulated by the company. First, master the service process of check-in procedures, secondary decoration of houses and parking spaces; The second is to seriously study _ _ and other related.
Laws and regulations and various agreements signed by the company; The third is the comprehensive study of relative application systems within the business scope, mainly mastering the reform of property management system, using the reform of property management system to input owner information, and generating and exporting various reports. Master the operation of building intercom system, and be able to skillfully input access cards for owners to facilitate their access; Fourthly, I participated in the training and learning of common problems of water meters from manufacturers, which not only enhanced my business knowledge, but also improved the service quality.
Second, the daily reception and service work
The property front desk is mainly responsible for daily telephone, coordination, service, contact and daily procedures. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Handle _ _ parking spaces.
1, when the owner calls and visits, patiently answer, enthusiastically answer the owner's questions and complaints, make detailed records and timely feedback to relevant departments for timely handling, and follow up the handling situation.
2. When the weather turns cold, the property will timely release anti-freezing information to the owners who don't stay or use in winter through the SMS platform, and provide paid drainage services for the owners who need drainage.
3. In the survey of owners' satisfaction, questionnaires were distributed to _ _ owners and _ _ copies were recovered. In the questionnaire, the customer service and order dimensions of the community are analyzed.
Environmental protection, health and other aspects of the investigation. The satisfaction of the owners has reached above _ _%, which makes our work recognized by most owners.
Third, shortcomings in the work.
1, lack of study and experience, so that the service skills and service skills at work are not in place;
2, the lack of professional knowledge, so that some problems can not be solved in time.
Four. Future work plan
1, continue to strengthen the study of professional knowledge, service skills and service skills, and improve service quality;
2. Track the problems found by the owner of Building _ _ in the process of handover, occupancy, decoration procedures and decoration management in time, and feed back relevant information. At the same time, strive to do a good job in the construction of _ _.
In short, we will take service to the owners as the starting point and owner satisfaction as the foothold. Exercise at work, grow through exercise, provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.
In September, I worked as a customer service specialist. With the help of my manager and colleagues, I learned a lot at a deeper level.
(1) learned patience and tolerance. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers. Customers have different personalities, and their outlook on life, world outlook and values are also different, so I understand that serving customers means satisfying them according to their own preferences.
(2) I learned to put myself in others' shoes. Red star is the middleman and the old uncle. We should consider not only the interests of customers and manufacturers, but also our own interests. This is the best and most powerful way to maintain customers, retain merchants and promote Red Star. If you can put yourself in the other's shoes when you encounter customer complaints, you can balance your work mood and improve your own quality.
(3) Learn not to make promises easily, and do what you say. Customer service personnel should not easily promise anything to customers, which will make their work passive. However, customer service personnel must pay attention to their promises, and once they promise customers, they must try their best to do so. Especially in our Red Star, reputation is fundamental. The company stipulates that after receiving customer complaints, we will reply to customers within 24 hours and give them a satisfactory solution within 72 hours. This is the embodiment of credibility and the basic requirement for customer service.
(4) Learn to take responsibility. Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, which should include all the losses brought by the whole enterprise to customers. So in the customer service department, it can't be said that this is the responsibility of that department. All responsibilities need to be solved by customer service staff, and you need to be brave enough to take responsibility.
But at the same time, there are many shortcomings:
(1) It is also necessary to train all-round language expression skills. What I'm talking about here is not the basic skills of fluent Mandarin and moderate speaking speed in the process of communicating with customers, but the proper use of words, humility and self-confidence. Many times, we can't win what customers want, but we can still show our sincerity from our words.
(2) It is also necessary to enrich industry knowledge and experience. Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need solid professional knowledge and experience. You should not only be able to communicate with customers, but also become an expert in this service and be able to explain the questions raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As customers, what they want most is the help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience. I also need to learn from businessmen, from my predecessors who have gone right, and from books.