Personal year-end summary, administrative unit work summary, with year-end summary, semi-annual summary and quarterly summary as the most common and most used, then do you know how to write personal year-end summary of administrative units? Let's take a look at the personal year-end summary of the administrative unit with me.
Personal year-end summary of administrative units 1 After-sales administrative service is a job with high comprehensive skills, especially after-sales service personnel. The following is my personal summary of 20 years' work:
I. Daily work and business
1, it is necessary to understand the market situation, customer needs, and some enterprise operations and service channels;
2, personal accomplishment is more, have a higher level of knowledge, familiar with product knowledge, knowledge of machinery, devices and equipment used to sell products;
3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know a certain relationship, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust;
4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve problems immediately;
5. The appearance needs to be neat and generous, and the words and deeds should be decent. You don't have to be handsome and beautiful, but at least you have to be worthy of the audience. Don't twist your nose and mouth, blow your beard and stare, which will damage the company's image;
6. Good working attitude, enthusiasm, initiative, timely service for customers, regardless of personal gains and losses, dedication.
Second, handling customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. After receiving the information, the after-sales service personnel will conduct face-to-face communication by telephone, fax or at the customer's location to learn more about the complaint or the content of the complaint, such as the name, specifications, production date, production batch number, when to use it, the performance of the problem, what brand was used before using this brand, how it was used, and the recent use.
3. Analyze this information, explain and explain the work to customers, and stipulate communication and consultation with customers.
4. Report the handling situation to the leader, and the service personnel will put forward their own handling opinions. After applying for the approval of the leader, you should reply to the customer in time.
5. After the client confirms the treatment plan, sign the treatment agreement.
6. Feedback the agreement to the relevant departments of the enterprise for implementation. If you need to compensate for oil products, notify the warehouse to deliver them. If it is necessary to send small gifts, notify the market management personnel to distribute them.
7. Follow up the implementation of the processing results until the customer's reply is satisfactory.
Third, the specific methods of handling complaints
1. Confirm the problem
Listen carefully and patiently to the complainant, take notes while listening, judge the cause of the problem, and grasp the key factors in the other party's statement; Try to understand the whole process of complaint or appeal. If you can't hear clearly, ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please say it again in detail".
Step 2 analyze the problem
When you are not sure, don't draw conclusions and make judgments on the spot, and don't promise easily; It is best to discuss problems with service personnel in the same industry, or report to business leaders and analyze problems together.
Step 3 discuss with each other
After consulting peer service personnel or company leaders and obtaining clear opinions, the field service personnel are responsible for negotiating with customers. Before negotiation, the following questions should be considered.
As an after-sales supervisor, I need to constantly sum up my experience. The following is a summary of my work in handling customer complaints for 20__ years:
1, be patient
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. Instead, we should encourage customers to pour out their grievances and let them vent their grievances to the fullest. After patiently listening to customers' complaints and complaints and venting their satisfaction, you can naturally listen to the explanations and apologies of the service personnel.
2. Have a better attitude
Customers complain or complain that they are not satisfied with the products and services of the enterprise. Psychologically, they will feel that the company has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers. On the contrary, if the service personnel are sincere, polite and enthusiastic, it will reduce the mood of customer reconciliation. As the saying goes, "Angry people don't smile at people", a modest and friendly attitude will prompt customers to calm down and rationally negotiate with service personnel to solve problems.
3. hurry up.
Handling complaints and complaints quickly can make customers feel respected; Secondly, it can show the sincerity of enterprises to solve problems; Thirdly, it can prevent the negative pollution of customers from causing greater harm to enterprises in time; Fourth, it can minimize losses, such as parking fees and parking fees. Generally, you will receive complaints or complaints from customers, that is, you will know the specific content by phone or fax, and then negotiate solutions within the enterprise, and it is best to give customers a reply on the same day.
4. The language is appropriate.
Customers are dissatisfied with the company, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and don't say, "How can you use it?" "Do you know the most basic skills?" And other words that hurt people's self-esteem, try to communicate with customers in euphemistic language. Even if customers have unreasonable places, don't be too impulsive, otherwise they will only disappoint customers and leave soon.
5, a little more compensation
Customers complain or complain, to a large extent, because of the use of the company's Lv Hou, the interests are damaged. Therefore, customers often hope to get compensation after holding or complaining. This compensation may be material, such as replacing products, returning goods, giving away oil products, or spiritual, such as apologizing. When enterprises compensate, they think that customers can be located only by invoices, so they try to compensate as much as possible, sometimes both material and spiritual compensation.
6, the level is higher
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If the senior leaders can personally go to the customer's office or personally telephone condolences, it will resolve the grievances and dissatisfaction of many customers and make it easier to cooperate with service personnel to deal with problems. Therefore, when dealing with complaints and appeals, if conditions permit, try to improve the level of service personnel who deal with problems, such as the leaders of our enterprises, or hire celebrities to help.
7, a little more ways
Many enterprises deal with customers' complaints and complaints as a result, which is to give them condolences, apologize or compensate for oil products, send small gifts and so on. In fact, there are many ways to solve the problem. In addition to the above means, you can also invite customers to visit customers who have successfully operated or have no such problems, or invite them to participate in internal seminars, or reward them.
The above is a summary of my 20 years' work. I will continue to give full play to my advantages and do my job well.
Personal Year-end Summary of Administrative Units 2- Personal Work Summary of Administrative Units
Since the beginning of this year, with the cooperation and help of the correct leaders in the office and colleagues, through their own efforts, they have earnestly and responsibly completed various matters arranged by the office and leaders. Personal study and work in the past year are summarized as follows:
First, study.
Although I have accumulated some experience in secretarial work in recent years, my writing skills have been gradually improved, and my abilities in all aspects have been tempered in many ways with the guidance of office leaders and the help of colleagues, but there are still many gaps with the high standard requirements of the municipal party Committee office. To make up for these gaps, we must strengthen our own study, study again through study practice, and constantly improve our theoretical level and ability to analyze and solve problems. I know very well that as a secretary, if there is no solid theoretical foundation and correct theory to guide practical work, I can't do a good job as a secretary and I can't really become a qualified secretary.
Since the beginning of this year, I have actively participated in various learning activities organized by the office of the Municipal Party Committee. On the basis of earnestly completing the learning tasks, I also attach great importance to individual self-study. At the beginning of the year, I subscribed to practical writing, which deepened my study of Theory of Three Represents Theory and other laws and regulations, as well as advanced deeds such as xx, xx and xx. , earnestly grasp the spiritual essence, consciously put into action, unified to the major decisions of the municipal party committee. Insist on reading all kinds of articles every day, and take notes carefully, so as to achieve mastery through a comprehensive study, connect with reality, and draw inferences from others. Pay attention to the learning effect and apply what you have learned.
And according to the changing situation, pay attention to learning new knowledge, be familiar with new disciplines, strive to adapt to the requirements of the new situation and new tasks for their own work, and constantly broaden their knowledge horizons. At work, I have a strong sense of professionalism and responsibility, and a strong desire to do more and do better. Dare to face difficulties, can bear hardships and stand hard work, and work overtime without complaint. On X, this year, according to the arrangement of the municipal party committee office, I went to the prefectural party committee office to study information science for two months to further hone my personal ability.
Second, the commercial aspect.
As an administrator, I actively complete all the work assigned by the office and take the initiative to serve the leaders in charge. Since the beginning of this year, we have conscientiously completed the drafting and proofreading of speeches and various reports, notices, summaries, experience exchange materials and other materials assigned by office leaders, and timely sorted out all kinds of political and legal information; Timely handle and submit all kinds of petition cases assigned by leaders. Throughout the year, I followed the grassroots research under the leadership for 5 times and wrote valuable research. Obey the leadership and arrangement. According to the arrangement of the office, I participated in militia training this year. During the training, I always adhere to the spirit of being able to bear hardships and fight, and earnestly complete various training tasks. He was praised by Ake Prefecture Committee, Aksu Prefecture Administrative Office and Aksu Military Division, and awarded advanced individual medals.
Third, consciously abide by the rules and regulations of the office.
Since the beginning of this year, I have been strict with myself, consciously abide by the rules and regulations of the Municipal Party Committee Office, consciously do a good job, don't be late for work, don't leave early after work, sign in in time as required, especially when there is an emergency, go to other units to do things, go to the next unit for investigation and so on.
IV. Existing Problems and Plans
1. Although I usually strengthen my study, my study content is limited to my own counterpart business, and I don't know much about other aspects. So in the new year, I will further strengthen my study and better adapt to office work.
2. Be more careful, work more carefully, avoid unnecessary mistakes, and further improve the quality of writing.
3. Strengthen the training of various abilities, constantly improve their ability to handle affairs and run documents, and improve work efficiency.
Chapter II Summary of Personnel Work in Administrative Units
According to the department's work in 20xx years, combined with the company's current actual situation and future development trend, the management by objectives is fully implemented. The article summarizes the work in the past year from two aspects. For details, please refer to the personal work summary of the executive director of the company at the end of the year below.
Focus on the following aspects.
(1) Strengthen logistics service and supervision, and according to the actual situation of the company's work, modify and improve the relevant rules and regulations of logistics service to make it more in line with the actual needs of the company's work.
(2) Cooperate with the company's construction to promote the work, strengthen administrative management, timely announce the typical people and things that appear in the work, and further improve the quality of the work by "winning the reputation with the point and the face".
(3) Strengthen the management of human resources, improve the management of labor and personnel files and contracts, strictly control the company's labor and employment, do a good job in setting up posts on demand, and give full play to people's talents. Provide a reasonable basis for talent recruitment, salary evaluation and performance appraisal.
(4) Complete the daily recruitment and deployment of human resources.
5], strictly implement the company's rules and regulations. For example, attendance, employment and management after the completion of the dormitory.
[6], strict office management and office supplies management, and environmental sanitation management.
First, increase the development of internal manpower and talents, carry forward excellent corporate culture and corporate tradition, and infect people with excellent culture.
Being, completes the staff turnover rate control and labor relations, dispute prediction and processing records. It not only protects the legitimate rights and interests of employees, but also maintains the image and fundamental interests of the company.
suggestion
Administration, personnel and general affairs work is a very serious and important basic work for a growing company, and it also needs the cooperation of the whole company. There are many projects that can only be done well with the cooperation of various departments, so it needs the attention and support of company leaders. Whether to change ideas from top to bottom and the degree of support and cooperation provided by various departments are the key to the success or failure of the work of the General Affairs Department of Administration and Personnel.
Personal Year-end Summary of Administrative Units 3 Annual Work Summary of Administrative Individuals 1
In 20__ years, under the correct leadership of the company's leaders, our work revolves around the company's business policy, purpose and benefit objectives. The Administration Department closely focuses on the key work, closely follows the company's work deployment, and pays attention to the central hub role of the Administration Department, which connects the preceding with the following and coordinates all parties, and has made positive contributions to the successful completion of the company's annual objectives and tasks, as well as summing up experience, continuing to carry forward achievements and overcoming shortcomings. Now 20 _
I. Personnel management
According to the actual needs of the company's departmental posts, we should recruit a group of employees to each post reasonably, standardize the personnel files of each department and establish files, strictly review the files of all employees, fill in all incomplete information, and strengthen internal training management.
Second, administrative affairs.
1. Two factory inspections were conducted this year, mainly due to the small factory area and insufficient interview training for on-site employees, which made the factory inspection results need to be improved.
2. Do a good job of ISO re-certification to ensure that ISO certification is passed. Through this ISO certification, we realize that there are still many deficiencies in our management and the coverage of ISO is not comprehensive. In the coming year, the administrative department needs to strengthen the training of ISO management system in various departments.
3, logistics work to let employees use healthy food.
Third, the management and operation of the company.
1. Comply with the development of the market, formulate the corresponding management system according to the requirements of the company, improve the existing system of the company, make all the work have laws to follow and rules to follow, and communicate with all departments of the company in time in daily work.
2. Gradually improve the company's supervision mechanism. There is a saying that employees will not do what you ask, but only what you supervise. To this end, we will strengthen the supervision and management of employees this year.
3. Build a team with comprehensive business and high work enthusiasm. As managers, we should give full play to their subjective initiative and work enthusiasm, improve the overall quality of the team, and establish a new image of the company that is pioneering, innovative, pragmatic and efficient.
4. Do a good job in next year's work with high quality and high efficiency to ensure safe production and reduce safety accidents.
5, fully guide employees to take responsibility to understand the responsibility, to gradually clarify the responsibilities of various departments, and require everyone to take the initiative to take responsibility.
Fourth, the gains from work.
Understand the key points of work, complete the work assigned by the leaders, achieve "upload and release", get along well with colleagues, actively cooperate and assist other departments to complete the work; The adaptability to work has been gradually enhanced, and a lot of experience has been accumulated for later work.
Shortcomings in verb (abbreviation of verb) work:
In the past year, with the guidance of company leaders and the assistance of various departments, the administrative department has made certain achievements. Although we have made some achievements, there are still many shortcomings, mainly in the following aspects:
1. Because the work of the administrative department is always meticulous, we subjectively hope to finish every job, but due to the limited manpower and energy, we can't do everything perfectly.
2. I don't know enough about the work of various departments of the company, and I don't have a comprehensive understanding of the existing problems, so I didn't play a sufficient role as a staff assistant to the leadership decision.
3, grasp the system implementation is not enough, the company's affairs are more complicated, and the basic inspection is not in place, so there is a certain phenomenon of emphasizing system construction and neglecting system implementation.
Summary of administrative individual's annual work II
Looking back on 20 years, as an administrative clerk in the company, with the care and guidance of department leaders and the support and help of colleagues, I have diligently and practically completed my job and successfully completed all the tasks assigned by the leaders this year. The overall work this year is summarized and reported as follows:
First, due diligence, do a good job in administrative management:
According to the needs of work, make various forms and documents. And complete the printing, scanning and copying of documents arranged by various departments at any time. Upload and publish the notices and documents issued by the company in time. Organize foreign documents in time, register and mark the document number.
Two, carefully, to ensure that the file is perfect and orderly.
File management is a job that all employees of the group should attach great importance to. The Group specially organizes the file managers of various companies to study the file management of companies such as _ _ _ _ _ _ _ _, and conduct file management learning and training. Under the leadership of the director of the office, organize, bind and file the archives over the years according to the regulations, so as to standardize and standardize the archives management. Handle the handover procedures in time for the documents reported by various departments, file them on time, establish an account for consulting and borrowing, and do a good job in consulting and borrowing files. Be sure to be meticulous, ensure the integrity of files, and return them in time to prevent the company's files from being lost and damaged.
Third, strong support and good material management.
It's been a year since I took over the assets. From the initial unfamiliarity to the current proficiency, I strictly demand that I do a good job of warehousing every item. Buy what you need in time, follow the company's material management regulations, shop around for practical and practical items, and try to achieve zero inventory; Check the low-value consumables with the financial department on time every month, item by item, so as to make the details clear.
Fourth, complete the annual inspection of licenses in time to ensure the normal operation of all work.
In accordance with the provisions of the State Administration for Industry and Commerce, the organization code certificate and business license of _ _ _ _ and _ _ _ _ shall be inspected periodically. In July this year, the qualification examination of _ _ _ _ _ _ _ _ was mainly postponed.
Verb (abbreviation for verb) Completion of other work.
1. Do all kinds of assistance: actively participate in various activities and trainings organized by the group and the company, and assist the director of the office in preparing various activities and thank-you meetings of the company.
In the daily reception and telephone call in the office, I use civilized language to receive visitors kindly, warmly and politely. When I encounter related problems, I will try my best to answer those who come to consult or ask for help or convey them to relevant leaders in time to solve them and maintain the company's image.
The direction and working ideas of intransitive verbs next year;
On the basis of existing work, we should strengthen our study, accumulate experience, make up for our own shortcomings by using what we have learned, and further strengthen our awareness of learning, improve ourselves and show ourselves according to the development of the situation and the needs of our work.
20__ years will be a year for the project. When encountering difficulties, you will not bow your head, you will not be brave for a while, and you will prove your confidence and ability with actions. Treat all affairs with a more positive attitude, in which the main work focuses on: receiving and dispatching documents management, assets and materials management, work inspection and supervision, annual inspection of licenses and _ _ _ _ _ _ _ _ _ _ _ real estate development qualification application, cooperate with leaders to organize various activities and strengthen team building. Prudent mind, positive external decoration style, optimistic and cautious work life, generous and polite behavior, warm and sincere treatment of people.
The above is my work for the whole year and my outlook for next year. I believe that under the correct guidance of the leaders, I will meet the challenges in the coming year with a better attitude. Here, once again, I would like to thank all the leaders for their support to my work and my colleagues for their heartfelt help.