Telemarketing Week Summary It has been more than five months since online registration, listening, writing, interview, second interview and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From being an independent individual to becoming a member of the customer service center of xx Bank Telephone Bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing calls and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day. Here, our team members, team leaders and students work together to make cases, find out our shortcomings from one case to another, strengthen our standard speech skills, and make us comfortable in facing all kinds of difficult customers. Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper.
Here, we hold a big group meeting before going to work every day, and the leaders of the building will praise the outstanding students in all aspects and encourage the students who have made progress. Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking xx center like a big family.
Here, we will record our work speeches every day and record the bits and pieces of our work. More importantly, here, under the influence of the corporate culture of xx Bank, Telephone Bank and xx Center, we constantly improve our comprehensive quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
First, based on their own duties, love their jobs and dedication.
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 take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff in xx Center of telephone banking, I deeply realize that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice.
Use theory to guide practice in work, and study for the purpose of application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought.
Insist on learning business knowledge according to the system and plan. First of all, don't take learning business knowledge as an extra burden, but consciously learn updated business knowledge and CCB's corporate culture. Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service.
Make the following plans:
First, effectively complete the outbound task.
In the daily foreign xx, learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in each area, and make efficient foreign calls. For example, for personal loan collection in xx area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in xx area. For example, the customers on xx line are slow to understand and reflect, so we need to slow down our speaking speed to cooperate with our customers when making outbound calls. Realize the combination of quantity, quality and benefit.
Second, strengthen self-study and improve professional level.
Proficient in "one-stop conversation", able to blurt out when solving customer problems. Strengthening the practice of knowledge base search and being familiar with the tree structure of knowledge base will help us to use knowledge base efficiently. Constantly consolidate the business knowledge learned and answer customers' questions accurately and completely.
Third, enhance the awareness of active service and maintain a good attitude.
Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have.
Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
Summary of Telemarketing Week: Up to now, I have sent six orders in X months, which has completed my initial task goal. Here, thank you for your help. Without their help, the list would not have been won so smoothly.
After doing telemarketing for half a year, I also summed up a little experience:
1, first determine the users of the product.
Before communicating with customers, we should fully understand customers, because I don't think we can make a phone call just to make a phone call, but to make a phone call. Focus on different content for different customers, just like everyone's mentality is different. Most of my generation are proud. Their vanity doesn't allow them to admit their defects in some aspects in front of others, so they are very exclusive to health care products, or they are very healthy and don't need them at all. At this moment, as the biggest consumers, we should start from our parents, and all virtues should put filial piety first, so as to move people with emotion.
2. Secondly, there must be correct decision makers.
It takes a lot of effort to find a real decision-maker at work. Don't reveal your identity when you are not sure whether the person answering the phone is the decision maker. You can ask who has the right to decide and give your phone number and name. At this time, I need my speaking skills. For a lot of people, they will tell you something enthusiastically when they are not very busy. If they are busy with their work, they will be violent, so it is not easy to go too far.
Thirdly, we should have a positive attitude and correct words.
Although I will be questioned or even insulted at ordinary times, I understand that I must bear the pressure and adjust my personal emotional changes. I must keep a very enthusiastic and positive attitude at work every day and impress each other with your enthusiasm.
4. For the target customers
For the intended customers, it is necessary to track them in a timely and lasting manner. At present, 30 of my clients are interested in this. I think what I'm doing now is to get to know these people, know the reasons why they wander, and take them down from the root cause.
But after long-term training, I think we should make a choice.
For the nail house, if you dare to give up, maybe one person's time can be exchanged for two customers. At the same time, don't be discouraged, keep a clear head, and you can't sell it, not necessarily forever.
Plan:
In the next time, we will continue to maintain the daily telephone volume. In the coming last week, my plan is to look forward to a new breakthrough, exercise my eloquence and learn from others. Strive to fully achieve the goal.
The work of telemarketing for a week has been summed up quickly, and I have been doing telemarketing in the customer service department for half a year before I know it. Looking back now, it's just like when I applied for the customer service department of our company yesterday, but during this time, I learned a lot and matured a lot.
Many people may think that the work of customer service department is very simple and boring, and it is defined as after-sales service. In fact, the customer service staff of xx also need to know a lot of knowledge, such as nutrition, xx and communication skills. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
Every customer service telemarketer must pay regular health visits to new and old customers in Yi Ming. Facing the repetitive work every day, our telemarketers should do their jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about.
Compared with telephone call back, answering the 400 hotline made me more patient, and in character, it also made me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible.
When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The xx market is getting bigger and bigger, more and more customers choose xx, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. Therefore, we use our spare time to study related books and consult related maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only guidance, but also complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and communicate with each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.