A full working life, inadvertently passed. What achievements are worth sharing in retrospect? We should review and sort out, and write a work summary. So how do you write it? The following is a summary of the personal work of the staff of the customer service center of the passenger station that I helped you sort out. I hope it helps you.
Looking back on the past six months, I feel deeply about my work, with both gains and shortcomings. The harvest is under the correct guidance of leaders, and our service has been recognized by departments at all levels and highly praised by passengers. Customer service hotline has become the home phone number of the vast number of passengers, bringing convenience to passengers and improving the reputation of the main station.
This also constantly requires you to be proficient in your own work, be kind and thoughtful, provide services based on the needs of passengers, constantly improve the service methods to achieve passenger satisfaction, and enhance the visibility of the customer service center. The number of passenger consultations is increasing, and telephone consultation is convenient for thousands of households. Telephone booking has the business of purchasing tickets and delivering tickets in the central city, so that passengers can buy tickets without leaving home and enjoy value-added services, which greatly facilitates passengers. Although we don't face the passengers, have no eye contact or body language, we serve the passengers with sincere words and touch them. At the same time, we also know the importance of telephone posts. The information we provide is closely related to the economic benefits of the station. We must maintain a rigorous work style and be careless. Especially in the severe situation of many units operating in the passenger transport center, I forced myself to strengthen my literacy to adapt to the changing environment and contribute to the development of the station. At the same time, its own shortcomings need to be further improved.
Strengthen information collection at work, constantly expand the scope of consultation, and provide services for passengers more conveniently.
Analyze the problems existing in passenger service, so as to carry out the work in the future, correct the problems and continuously improve the service skills.
Second, we should be good at sorting out passengers' complaints, sum up experience and strengthen the improvement of emergency response capability.
There are many kinds of complaints from passengers, including overcharging passengers for not sending them to their destinations during the station service, and passengers being stolen during the trip. In short, one's own interests have been violated, which involves many problems. This makes me feel that we need to master more knowledge, such as laws and regulations, passenger regulations, station rules and regulations, etc., and we need to accumulate ordinary experience. When we encounter a complaint, we should first be calm, stand on the passenger's side and think fairly. In fact, the problems reflected by passengers are also the problems of our service. Only by constantly absorbing the opinions of passengers can our service be continuously improved. Only by studying constantly at work can we better solve problems, safeguard the interests of passengers, win a good reputation and continuously improve the image of the station.
Third, to get rid of ideological inertia, innovative service awareness needs to be strengthened.
If an enterprise wants to develop, it must constantly introduce new products and occupy the initiative in the market. Then our products are services. Only by continuous innovation, personalization and differentiation can we attract passengers to open SMS platforms and establish long-term customer relationships with passengers. When the station starts a new class, we can send information to let passengers know the station dynamics at the first time. In rainy and snowy weather, passengers can add clothes to keep warm and enhance their friendship with passengers. I think the relationship with passengers should be based on concern, so it's time for passengers to take a bus.
The above points are my shortcomings and the direction of the next step. I will form a harmonious working atmosphere of mutual care, mutual learning and mutual help with my colleagues in the customer service center, do everything around me well, and strive to be an excellent employee at the station.
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