Time flies, and a period of work activities has come to an end. Looking back on my past work, I feel very fulfilled and gained a lot. It's time to write a work summary seriously. Are you still worried about writing a work summary? The following is a sample essay (selected 6 articles) of customer service work of logistics companies carefully arranged by me, for reference only. Let's have a look.
Summary of customer service work of logistics company 1 First of all, the first stage is also a necessary stage for all interns. At the beginning of entering the company, we were professionally trained by corporate tutors. Teachers from all over the country explained the geographical situation of their respective provinces and cities and the postal express service, mainly focusing on business knowledge.
Secondly, after two weeks of business training, I began to try to surf the Internet. The internship position is a receptionist, mainly responsible for the postal express collection business in Fujian, Hubei and Zhejiang provinces. Mainly through the system, the customer's mail demand is fed back to the PDA handheld terminal or mobile phone of the mail collector, so that we can understand the business process of postal express collection. Third, the post in the third stage is still the front desk agent, but it will be responsible for the postal express inquiry service in 20 post-launch provinces and cities such as Anhui, Gansu, Guangxi, Guizhou, Hainan, Heilongjiang, Hunan, Jilin, Jiangxi, Inner Mongolia, Ningxia, etc., and follow up to understand the postal express inquiry system, and feed back the customer's needs and mail problems in transit to relevant departments, so as to have a deeper understanding of the operation of mail in transit and customers' opinions and suggestions on postal services.
Fourthly, according to the task index and scope of responsibilities issued by the group company, we started the internal reform, that is, the mail inquiry business was assigned to the service hotline of1185, and it was mainly responsible for the national door-to-door pickup and complaint suggestions, so our inquiry group preferred the complaint business.
Fifth, after two weeks of business training, I began to complain, mainly responsible for complaints and suggestions from customers all over the country on postal express EMS. It is mainly to convey the customer's mail problems to the relevant responsible departments for verification and investigation through the information platform, and then sort out and check the information returned by the local express delivery department and reply to the customers, so as not only to understand the defects and deficiencies of postal express ems, but also to better exercise their processing ability and interpersonal communication ability and improve their psychological quality.
The harvest and experience of internship:
1, interpersonal communication is the basis of survival. Throughout the ages, human history can be said to be a history of interpersonal relationships. Man is a social animal, and his self-awareness and various functions are also the products of sociality. Only by being in the social environment and obtaining information through society can people constantly revise and develop. On the other hand, if you deprive him of the opportunity to communicate with others, this person will suffer great physical and mental harm and even become a mentally disabled person. Good interpersonal skills and good interpersonal relationships are necessary for people's survival and development, and are also indispensable for one's study, life and even work. It is no exaggeration to say that interpersonal communication is the foundation of a person's survival.
2. A good attitude escorts success. Mentality affects people's mood and will, and it determines people's working state and quality. At work, some employees often hold an attitude of having nothing to do with themselves and going their own way. The most common question they ask themselves is: What can the company do for me? How can I get the maximum benefit for myself? As everyone knows, this attitude and practice not only caused losses to the unit, but also stifled their initiative and creativity, which was of no benefit and far-reaching harm to the public and private. Buildings without foundations will soon collapse; Without a down-to-earth attitude, success will always be a daydream. Every employee should have a correct attitude, get rid of impetuousness, be diligent and dedicated, be down-to-earth and abandon excuses; Treat every task as a new beginning, a new experience and a door to success; Pay more attention to the work itself and the knowledge and experience that can be learned in the work. In fact, no matter what job, if you can hold a good attitude and really value it, it will definitely bring you everything you really want-happiness, happiness, success and glory.
Most people think that customer service is a very easy thing, that is, answering the phone. In fact, answering the phone is also a test, especially for those who have experienced the complaint group of the customer service center. Every day, we have to face customers' complaints, complaints and even abuse. No matter what problems you encounter, you should maintain the quality of service and do not hesitate to explain, apologize and propose correct solutions to customers. Therefore, a good attitude is also the premise and premise of our own development.
3. There is no end to learning. Before I came into contact with this industry, it always seemed that there was a veil between me and the call center. Even when I first arrived at the company, I didn't quite know my responsibilities. However, after more than one month's internship, we not only learned about the call center, but more importantly, we got a preliminary understanding of the collection, sorting, packaging, transportation, transit and logistics technologies we have learned, such as barcode technology and automatic sorting technology. However, I have learned more and more and encountered more and more problems. Whether it is an internship or a formal job later, I must correct my learning attitude. Learning is not a once-and-for-all thing. Like the call center, there are new notices every day, so that we can master them flexibly in case of emergency. So is life. We always have to leave a way out for ourselves, so as not to go to a dead end. Learning is a road, an attitude towards life, and a career that needs us to struggle all our lives.
Therefore, no matter we are still in school or at what stage of life, learning should be eternal. Only by constantly learning and constantly improving yourself can we achieve our life goals as a person and realize our own values better and more fully.
Problems found in practice and suggestions;
Question:
1, poor mail delivery quality happens from time to time. The delivery quality includes the collection, transportation and delivery quality of mail. The quality of collection refers to the timely, accurate and high-quality collection of mail by mail collectors according to the requirements of customers. Mail transportation refers to the whole process of mail transportation, including centralized sorting, packaging and sealing, transportation and other links. And delivery is the process of mail reaching its destination and delivering it to the recipient. At present, the quality problems of postal delivery mainly include: the postman does not come to pick up the parcel in time; Poor service attitude; The traffic links are cumbersome; Mail delays occur from time to time; The transparency of mail tracking is low, and the intermediate transportation links cannot be tracked, or it is difficult to identify the responsible institution; Unable to deliver the goods on time; Feedback errors and appropriate information, etc.
2, information construction, poor information transparency. Regarding information transparency, the following are some common examples:
1). It should not be difficult for people with mailing experience to find that the information of mail in transit is invisible on EMS official website, which undoubtedly increases our consumers' doubts about mail security. 2). In addition, the sending and receiving information of the mail, that is, the weight and price of the mail, will not be displayed on the official website. 3). The information of the mail operator will not be displayed at all in every operation link, so it is impossible to better and strictly supervise every link of the mail in transit.
3. The service quality of staff needs to be improved. As a service industry, no matter its front-line staff or behind-the-scenes customer service operators, they should sincerely and dutifully provide quality services to customers with a heart of serving the people. At present, one of the problems faced by postal ems is the service quality of staff. According to the nature of work, postal staff can be divided into: receptionist, cashier, courier and hotline customer service. In addition, there are staff who are not in direct contact with customers. They constitute our postal service team and influence customers' evaluation of our service quality.
4. Express logistics is expensive. Domestic standard EMS: The basic cost of the first weight within 500g is 20 yuan, excluding the cost of packaging and single seal, and the continued weight varies from 4 yuan, 6 yuan, 10 yuan and 17 yuan according to different regions. This is much higher than the mailing cost of similar products.
Suggestion:
1. Improvement of mail delivery quality.
A, build a team-spirit courier team, strengthen personnel training, and improve the quality of all employees.
B, improve the mail supervision system, track the whole process of mail, strictly divide the responsibilities, and actively divide the lost and damaged mail into specific departments, without shirking or laissez-faire.
C, in strict accordance with the provisions of the "Postal Law", delivered to the home, delivered to the recipient's own hands, others to collect, to issue proof of identity, so as not to collect casually, not to refuse by address.
2. Improve information construction and increase information transparency.
First, improve the versatility of PDA handheld terminals and improve the PDA system.
B, set up a professional official website maintenance team to update the network information in real time and eliminate network faults.
C, improve the accuracy of information input, reduce false information and information inversion.
D, strengthen the transparency of e-mail tracking, facilitate customers to inquire by themselves, and reduce customers' doubts.
3. The service quality of staff needs to be improved.
A. Pay close attention to the education of professional ethics awareness of all employees, and adopt the training mode of "theoretical teaching+practical training+on-site supervision" to train salespeople and couriers in gfd, words and deeds, service concepts, etc. Starting with the basic quality of personal service image, the image of postal window operation and the image design of delivery personnel, every staff member can provide home service with dignified and generous appearance and civilized and standardized language.
B, professional skills training. Through various measures, employees are encouraged to participate in all kinds of on-the-job education and online learning, and window salespersons focus on business and etiquette training to effectively improve work efficiency.
C, improve the performance appraisal system, distinguish the division of responsibilities of employees, and enhance their sense of responsibility.
D. Establish an effective compensation mechanism for lost mail and damaged internal parts, so as to increase the mail safety of customers.
4. Reduce the logistics cost of express delivery
A, analyze the proportion of each cost and optimize the allocation of funds.
B, optimize the postal route, combine various modes of transportation, and improve transportation efficiency.
C. Reducing overlapping institutions and integrating services
D, adjust the proportion of employees and managers
E. Establish a "strategic partnership" among related enterprises to reduce the loading and unloading costs of air transportation.
Generally speaking, this internship not only enriches our life, but also makes us aware of the pressure of competition and the requirements of becoming an excellent employee. Although we only practiced in the call center of 1 1 183 for just over three months, we also got a certain understanding of such a huge enterprise as postal service, improved our working ability and found our own shortcomings. More importantly, we can make use of this form of internship. Analyzing an enterprise, from its development history, business model, business process, enterprise spirit and customer's evaluation of the enterprise, we can deeply find the problems existing in this enterprise and find solutions. For our college students who have just entered the workplace, it is a good opportunity to use what they have learned to show their abilities. Now that the internship period is over, having such internship experience is also a good reference for our future employment. I believe I can have a place in this increasingly competitive society. As long as I can integrate what I have learned into my life and work, I can become a winner in life. Thanks again to the instructor who has been helping me. Thank you!
Summary of customer service work of logistics company 2 Time flies, and XX's life at sea is coming to an end. First of all, thank you very much for giving me such an opportunity to enter the project engineering department of xx Huamao International Logistics Co., Ltd. as a customer service post.
This week is the seventh week of my employment. During this period, my leaders and colleagues gave me great help and support. Their enthusiasm and concern made me quickly integrate into the big family of China trade. For the previous six weeks, I made the following summary.
Understand and preliminarily master the use of shipping system and bulky system, be familiar with the links of booking space, printing space allocation receipt, delivering customs declaration documents, and the use of the company's hardware facilities.
Master and understand the requirements of major customers, such as casing and design. Therefore, under the guidance of leaders and sales, we can serve customers patiently, answer questions, reply to customers in time, modify sentences and pay attention to words, so that customers can feel our quality service.
Starting from the examination of the customs declaration, with the help of Manager Huang, I helped the customer to prepare the customs declaration documents and check the correctness of the documents. In the previous company, there was no such assessment. Although this kind of work is very complicated, I can learn a lot from the exam, such as HS classification and basic precautions, so as to better carry out the follow-up customs declaration work.
Accompany customers to inspect the cargo site in bulk cargo port. This is the first time I have studied in the port area since graduation, studying cargo hoisting and cooperating with customers to prepare cargo for shipment.
Although I just joined XX, I have learned new knowledge and new things that I have never been exposed to in my previous work. With the help of leaders and colleagues, I believe I can better devote myself to my future work, constantly master and enrich myself, and prepare for better service to customers.
Summary of customer service work of logistics company 3 This year ended in a hurry. I stayed in xx Logistics Company for another year, which is the most growing year since I worked. I can't do without the guidance and help of the company leaders and the experience of my colleagues. I've worked hard enough myself. I never regard this job as a way to make money, and earrings as a process to exercise and improve myself. Therefore, I cherish every day of working in xx Logistics Company and learn endlessly. I am good at learning things around me. I never get complacent after reaching a certain height, but I think it's enough. I can fully embody the correct working attitude of a logistics customer service staff. I'm going to have a wrap-up meeting this year.
First, keep learning and improve yourself.
The reason why I can have such excellent performance in this year's work and get such a high evaluation from the leaders is directly related to my strong interest in learning. I will take an active part in every training the company gives us and never miss it, because I know that the teacher in charge of training is definitely the best in the industry. As long as I can learn something from them more or less, I will earn it, which is no different from someone holding a pointer to urge you to go to school. Now that I am working, if I don't learn anything, I will stay where I am until I am replaced by someone better than you. And now it's so cruel Moreover, you can't just study your own customer service work. We should learn all about logistics extensively, so that we can better answer customers' questions and provide them with better services.
Second, correct work attitude and recognize work responsibilities.
What is the purpose of our customer service? We are the transit point of the whole logistics company and the communication bridge between the company and customers. Everything we say must be carefully thought through our brains, and we must never allow ourselves to make any mistakes, otherwise the losses you bring will be huge. Our job is to accept orders, accurately inform the target customers of logistics information, ensure that the goods arrive at the designated place, and be ready to deal with customers' questions, complaints and information feedback at any time.
We attach great importance to this link in the whole logistics distribution process and resolutely put an end to any individualism. There is no point in forcibly communicating and mediating with customers when problems cannot be solved. As a customer service staff, you should always know that you are not working alone, standardize your language and not bring any inconvenience to customers. We are the personnel who guarantee and cooperate with the normal work of all departments of the company. If there is serious individualism, you are eager to prove yourself and over-express your behavior, you must resolutely resist it. Always know what your job responsibilities are.
I won't be satisfied with my present performance. In the new year, I will make more progress and work harder to bring more benefits and convenience to the company. This is my goal for the coming year.
Summary of customer service work in logistics company 4 This year is my first year in the company. During this journey, I saw many different styles and gained many achievements. I also know that the elements a logistics customer needs are patience, enthusiasm and responsibility.
If you want to get customers' approval, don't try to cheat customers, because their hearts are fragile. Once they arrive in Shanghai, they will be hit. We can't give up any customer easily for temporary convenience. Customers are the customers we need to cherish and treat well, and need our protection and care. We do customer service, and there are two ways to receive calls from customers, one is to complain, and the other is to inquire about logistics. Now, with the application of big data, we have done a fixed-point tracking service for the circulation address of logistics, which can let customers know clearly where their parcels are, saving a lot of time, so the customers we receive at work are all angry customers because of the lost parcels.
Because our company is relatively large, customers need to inquire about a logistics express. Need to know the situation? You need to go through multiple thresholds. For example, making a phone call requires two or three transfers. In this process, many customers will be angry with this service. I have met several people. After all, every customer's personality is different. After all, I am not very happy to meet this problem. I'm always in a hurry, but I transport it in bulk. No matter how to prevent one or two product packages from being lost, it will have a very serious consequence, that is, our customers will have grievances, but it is not easy to gather logistics from all over the world in one place, and our customer service will become the angry object of these customers.
When I meet such customers, I will not argue with them, but will take the initiative to communicate with them to understand their situation, and then communicate with them in detail. After all, communication must be based on mutual information consistency, so as to ensure fairness and justice, reassure customers and reduce their worries. This is our job. A little more trust and tolerance for customers will get their consent and will not easily let them down. After all, now is an era of advanced information, and bad news travels thousands of miles. Once the problem is not solved, it will bring great losses and injuries. Therefore, what we do to our customers is to roll with the punches, rather than let the contradiction between us continue. Everything must have a beginning and an end, and you can't give up easily or throw it away at will. In the face of customers' questions, if you can't solve them, you can find your superiors. This is our task.
I always do my job well and do my task well with awe, and I will not give up my task easily. Giving up is abandoning customers. This is a question of mutual trust. Being kind to customers and giving them better answers will win their trust and deepen their relationship, which will help us to establish better channels and gain more recognition. People can't be satisfied easily, let alone give up easily. After all, there is still a long way to go, but we can't waste time at will.
Summary of customer service work of logistics company In the summer vacation of 5 xx, I participated in the summer internship activities carried out by Sichuan Shunfeng Communication Technology Co., Ltd. with several other students in our college. Through two months of internship, I deeply realized the difference between work life and life. Although it is an internship, it is also the first formal job in my life. Looking back now, a series of scenes at that time are still vivid.
First of all, several other students and I got an internship in the company at the end of June. Although I didn't know the specific position of the customer service representative at that time, I still had an expectation and surprise. After all, this is our first job that passed the interview. Next, together with the students who received the employment notice, we went to the location of Tianfu Xingu Company in XX High-tech Zone on June 29th for a field visit and interview. When everyone knows that the so-called customer service job is to answer the phone and accept customers' questions, it seems a bit lost. But later, except for a few students who didn't participate in the internship for special reasons, all the other students participated in the internship of the company.
Next, we conducted a 9-day business knowledge training, mainly introducing the basic development course, values and talents of SF Company. Understand the requirements of basic business norms for customer service; Learn and understand the company's business knowledge, such as: the acceptable range of the company, the price of all kinds of goods to be sent and received, and the timeliness of sending and receiving at different addresses; Practice and application of relevant standard terms and professional terms in customer service answering telephone calls; How to improve our communication ability with customers and how to deal with things that are difficult for us; Understand the specific operation mode of express delivery industry.
Finally, after a few days of internship, we started a formal internship, answering customers' calls from all over the country, just like the formal employees of the company. Of course, we only accept orders and related consulting work on the xxxx hotline 1. If a customer requests express mail to inquire or complain about the business, we will help him transfer to key 2, and colleagues who have inquiries will follow up. Of course, during the formal internship, we must also attend the company's daily morning meeting or company party to learn new business knowledge or make a small summary of the day's work. At the same time, we also participated in a series of trainings on the company's new business knowledge, such as the new ordering system launched by the company in late July. In addition, in order to make us have a comprehensive understanding of the express delivery industry, with the efforts of many parties, eight students who participated in the internship visited Zhongtian Chang, Chengdu, which is located in Cluster Bridge, XX District, on August 7 to enhance their understanding of the express delivery industry itself.
The internship ended on August 27th. On August 28th, the management of the company specially held a summary meeting for several interns. At the meeting, our intern teacher announced the data of our internship, and the company leaders also spoke highly of our excellent performance during the internship, and expressed the hope that we could stay in the company and continue to do part-time jobs. In addition, the company also sent us some small souvenirs and our own internship certification materials. At this point, the two-month internship officially ended.
Summary of customer service work of logistics company The six-month shipping life is coming to an end. First of all, thank you very much for giving me such an opportunity to enter the project engineering department of xx Huamao International Logistics Co., Ltd. as a customer service post.
This week is the seventh week of my employment. During this period, my leaders and colleagues gave me great help and support. Their enthusiasm and concern made me quickly integrate into the big family of China trade. For the previous six weeks, I made the following summary.
Understand and preliminarily master the use of shipping system and bulky system, be familiar with the links of booking space, printing space allocation receipt, delivering customs declaration documents, and the use of the company's hardware facilities.
Master and understand the requirements of major customers, such as casing and design. Therefore, under the guidance of leaders and sales, we can serve customers patiently, answer questions, reply to customers in time, modify sentences and pay attention to words, so that customers can feel our quality service.
With the help of Manager Huang, we helped our customers to complete the preparation of customs declaration documents and check the correctness of the documents. In the previous company, there was no such assessment. Although this kind of work is complicated, we can learn a lot from the exam, such as HS classification and basic precautions, so as to better carry out the follow-up customs declaration work.
Accompany customers to inspect the cargo site in bulk cargo port. This is the first time I have studied in the port area since graduation, studying cargo hoisting and cooperating with customers to prepare cargo for shipment.
Although I have just been employed for a month, I have learned new knowledge and new things that I have never been exposed to in my previous job. With the help of leaders and colleagues, I believe I can better devote myself to my future work, constantly master and enrich myself, and prepare for better service to customers.
;