Personal summary template for customer service reception work 1
For a customer service specialist, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee.
I am a front-line employee, so I know the taste better. As a monitor, I have been exploring in my monitor work in recent years, trying to find another flavor, which can dissolve and melt the spicy taste brought by the front desk users, that is, the emotional management of operators. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service specialist only has skilled business knowledge and superb service skills. On the basis of the following two points, we should strive to continuously improve the professional psychological quality of a customer service specialist, learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
First, be honest with users.
As a relative or friend, it is one of the prerequisites for happy work to sincerely provide users with practical and effective suggestions and help. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
Second, humanized and systematic management.
In general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty.
As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Third, team cohesion
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2.
I was once moved by such a story: when the flood raged, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; Look, what is that? A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. That's an ant ball. An old man said; Ants are very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic!
So, I began to work hard for this: a cohesive team should be like an ant ball, which can quickly curl up together and produce amazing strength, and finally get out of danger when it comes to danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the eccentricity of complainants. Wow, how can we prevent a lot of harassment of users?
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of sailing against the current.
With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day.
As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor, and it is a sense of sureness that the sky is falling and someone is carrying it together. In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk.
Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service specialists. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, strive to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon myself and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change. In the next work, I will make a good work plan for the second half of 20__, and strive to do all the work better.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
Customer service reception work personal summary template 2
With the support of company leaders and departments, the customer service department has completed all the work for 20 years and achieved certain results. Looking back on my work in the past year, I have mainly done the following:
One is refined management.
Customer service plays an important role in shopping malls. Whether all transactions in the mall can be solved in time and customers can be served effectively determines customers' attitude towards the mall and its future development. Therefore, in customer service management, we conscientiously perform our duties, and learn relevant theories and regulations in combination with their respective jobs and division of labor. The Ministry has formulated a series of rules and regulations, with posts assigned to people, responsibilities assigned to people and rewards and punishments assigned to people.
Second, work standardization.
In handling disputes, we adhere to the principle of seeking truth from facts, "being prompt, timely, accurate and reasonable", and pay attention to high standards and strict requirements. First of all, start with grasping the investigation rate of the first scene. As long as you receive complaints or questions, regardless of time, always insist on rushing to the scene at the first time, grasp the first-hand information, and strictly follow the operating procedures of the mall to provide customers with the convenience they can.
Third, service standardization.
Service competition plays a very important role in the competition of major shopping malls. As the customer service department, the service quality is directly related to the development and survival of the company. So our department puts customer service in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details. For example, we can provide thoughtful service when customers come to consult anytime and anywhere; A business that can be done well once will not let customers run twice. Over the past year, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.
I left quietly in 20___, and my work level has improved with each passing day this year, which is gratifying and exciting. Yes, achievements represent the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals.
Customer service reception work personal summary template 3
"One year's good scenery must be remembered, especially when it is orange and green", which is another year's harvest season. First of all, I would like to thank all the leaders for their careful cultivation over the past year, and thank all my colleagues for their help and concern, which has enabled me to make continuous progress and growth in the customer service family of Bank of Communications. Here I want to sum up my work in _ _ _ _.
First, be loyal to your duties and sincerely overcome difficulties.
_ _ is my second year in _ _ company. With the increase in the number of _ _ _ _ customers, the increase in marketing activities, the increase in bank interest rates and other factors, the demand for the customer center of Bank of Communications is increasing, and the daily telephone traffic of _ _ _ _ customers has doubled compared with last year. Due to the shortage of telephone operators' human resources, work needs, personnel deployment and other reasons, the customer service traffic of Bank of Communications remains high, and the connection rate continues to decline. Faced with this situation, I deeply realize that as an ordinary customer service representative of Bank of Communications, I should always maintain a conscientious attitude, never give up when the company is in trouble, and dare to accept challenges.
Second, be willing to contribute and promote the flowering of happiness.
It is with this dream that I am not afraid of hardship and fatigue, and I am willing to contribute my own strength to the customer service of Bank of Communications as a support. With my own skilled experience in connection, the output of connection has increased from 50-60 to 80-90 a day, and I have achieved good results in the output of Bank of Communications Financial Services Center for three consecutive months, with the satisfaction rate of transfer evaluation as high as 99.0%. When sharing these experiences, I often tell you that "two more and two less" is actually less effort, less rest, more patience and less impatience in peacetime work, so as to achieve a win-win situation of output and satisfaction.
As customer service staff, our wish is actually the customer's recognition of our service and the satisfactory solution of customer's problems. I still remember a story with a client this year, which happened on National Day. At that time, a middle-aged gentleman called us for help, saying that he was in a hurry to transfer a sum of money in _ _ _, and could not install the certificate through online banking download. He was worried about this guest at that time. After patient appeasement, communication and analysis, it was found that the customer did not install the U shield installation program before downloading the online banking certificate, which made it impossible to install it. After understanding the situation, after patient and repeated explanations, the customer's impatience calmed down, and finally the online banking transfer operation was successfully completed. The big stone in the customer's heart was finally put down. At this moment, I won the praise of customers, and my heart was flattered and warm.
Third, carry forward the past into the future and sail on the sails of dreams.
In _ _ _ _, I actively participated in the "Youth Exchange" organized by _ _ _, which added a lot of color to the activities of the company's Youth League Committee. I also thank the center for giving me a big stage to display my hobbies and expertise, and enriching amateur cultural exchanges among colleagues.
In _ _ _ years, I will continue to advance towards my dream. I passed the adult college entrance examination in my spare time, and now I am studying computer science as an undergraduate, constantly improving my cultural level. I hope I can approach the IT department of the company with my own professional knowledge, strive to become a qualified IT technician, and make a good career transition from service personnel to support personnel.
Customer service reception work personal summary template 4
Unconsciously, I have been working in the call center for more than a year. 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 during this year'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 customer's needs, which is related to the customer's infinite expectation of our life in China; The other end is connected with the responsibility and mission of China Life, which is related to 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 of 955 19 and the increase of telephone volume, in order to ensure the telephone connection rate and the normal operation of the call center, 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 also assist Mr. Chen in 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 are like me. Before I came to work here, I was very familiar with the business knowledge of insurance. 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.
20__ has passed, 20__ has just begun, and the road ahead is still very long. There are still many places where we are not as good as others and there are still many things to learn. Since I chose this job, I will make unremitting efforts with my colleagues.
Work hard together, work hard, study hard, and strive to improve cultural quality and various work skills, and 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.
Customer service reception work personal summary template 5
I have been working as a customer service consultant for more than four months. During this period, I witnessed and participated in the development of the company and the improvement of the system. As a _ _ _ person, I am sincerely proud. After four months of work experience, I have accumulated some knowledge and experience about customer service. The summary is as follows:
First, establish a global concept and do a good job.
Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. I think the overall situation of customer service work is to "establish corporate image, maximize customer satisfaction and loyalty to the company's products, and convey corporate cultural image." After I came to the company in July, I learned about the training for about a week. The training materials include basic knowledge of drugs, basic knowledge of traditional Chinese medicine, basic knowledge of compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. After training, I not only have a deep understanding of the company's products, but also greatly improve my personal skills. At the same time, I fully understand the company's perfect training system and the company's cultural atmosphere. Then I started to do customer service. One of the main tasks of customer service is to answer customers' calls and give professional and enthusiastic answers to customers' questions. The second is to pay a return visit to the customers who have purchased, understand the effect of medication, and provide professional guidance on medication methods. These two points of customer service seem simple, but as a department that directly communicates with customers, it is related to the transmission of corporate image and the satisfaction and loyalty of customers to the company's products, which has a great influence on the follow-up marketing of the company's products.
Second, be good at professional skills and be diligent in thinking and adapting.
With the continuous development of the sales industry, drug sales should also adapt to the sales ideas under the new situation. As a customer service staff, you should be diligent in thinking and resourceful when communicating directly with customers. Give professional answers to customers' drug problems, make correct responses to customers' complaints and other questions at the first time, so as to satisfy customers and insist on customers' satisfaction with the company's products. Customer service is the work of directly dealing with different insomnia customers, which requires professional knowledge level and flexible adaptability, and needs to sum up the problems encountered in time. While managing the existing insomnia data, I summarized the relevant knowledge of diabetes according to the fact that most insomnia patients have diabetes. According to the different medication history of insomnia patients in different periods, I summarized the relevant information of commonly used drugs for insomnia. There are also information about insomnia and depression, which are shared with colleagues to increase effective communication with customers. Whether a customer can communicate effectively is a yardstick to measure the professional level of customer service personnel, and it is also an effective means for service personnel to master application knowledge as soon as possible.
Third, be good at communication and improve the quality of work.
Customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. In today's society, a product often has problems due to improper use and operation, and often has poor quality as reflected by customers, especially traditional Chinese medicine. If you don't continue to use drugs according to the course of treatment, it is difficult to reflect the effect of drugs. So at this time, we need to find out the crux of the problem, communicate with customers, standardize the use method, convey high-quality service attitude to customers, and avoid customers' distrust of products and even damage the corporate image. At this time, customer service mainly focuses on communication with customers, which can better understand customers' demand for products and communicate with colleagues, increase work experience, share experience, improve the overall level of the team and improve the quality of work.
Four. Abide by the company system and participate in activities.
"There is no Fiona Fang without rules". Whether the rules and regulations of an enterprise are perfect or not is directly related to the image and cultural atmosphere of the enterprise, and this system needs to be effectively implemented by every individual member. During the four months of working in the company, as a customer service staff, I didn't ask for leave without reason, and I also finished my work well during the period. Actively participate in various activities organized by the company, such as outward bound training, Ditan exhibition and being on duty every Friday. During the activity, colleagues got to know each other better and the cooperation between teams was strengthened.
In the new year, customer service also needs new working ideas. The first thing is to do a good job, manage the existing customer information, and pay a return visit to the purchased customers regularly, so that they can feel the good effect of the drugs and the after-sales service of Guilong Pharmaceutical. We should also regularly visit other existing customers' information, track their insomnia scenes, and convey Guilongtang's unique concept of treating insomnia to them at any time. Secondly, according to the company's promotion scene, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve self's professional level, summarize different insomnia scenes of customers, and improve self's knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with my leaders and cooperate with my colleagues in a friendly way, so as to improve my knowledge and work level. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect service system can an enterprise be in an invincible position in the competition. In the new year, I hope that under the leadership of the leaders and with the help of my colleagues, I can go up a storey still higher, make my own achievements and contribute to the development of the company.