Summary is a kind of written material that reviews, analyzes and evaluates a certain period, a certain project or a certain work after it has come to an end or been completely completed, so as to learn lessons and some regular knowledge. It can help us straighten out the knowledge structure, highlight the key points and break through the difficulties. It's time to write a summary. So what is the format of the summary? The following is a summary of the factory customer service work I compiled for you for your reference, hoping to help friends in need.
Summary of factory customer service work 1 Time flies. I have been working in XXX service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.
Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to an X-worker with job responsibilities, and from being unfamiliar with customer service to being familiar with it.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.
The following is my main work in the past year.
1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, XX households delivered to the park, XX households handled the handover procedures, 7 households handled the decoration procedures, and XX households stayed in the owner;
2, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;
3. Making, sending and filing letters and documents. At present, X copies of annual work contact list and XX copies of rectification notice are sent; Warm reminder XX copies; X copies of departmental meeting minutes, and more than XX copies of big release notes.
In the process of completing the above work, I learned a lot and grew a lot.
1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night.
On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well.
The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;
I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In the work and life of _ _, I deeply realized that the details can not be ignored and careless; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;
3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day, which was just completed two days ago, is the first scheme I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.
In the brand-new 20xx year, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects.
1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;
2. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of basic software;
3. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;
4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join this lovely and excellent team as soon as I graduate from school. The cultural concept of XX and the working atmosphere of Housekeeping Department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!
Summary of factory customer service 2 By chance, I worked in Taobao customer service for half a year, and I didn't know it. I feel that time passes very quickly. I sit for a day, a week, a month. Sometimes I feel good and have nothing to do, but I feel so bored. But I learned a lot, and the people I met were interesting, because the buyers came from all corners of the country.
On the first day of work, Want Want hung up, but no one talked to me, read the information repeatedly, and became familiar with the products, but it seems that there is no way to deeply remember them, and there is still no way to start when encountering problems.
In the process of doing customer service, I often encounter customers' questions about whether this product can be discounted, whether it can be mailed, and so on. I also shop online myself and want to buy something affordable. I can understand this, so I can understand the feelings of customers, but my position is different now. I am no longer a shopper, but a seller. Of course, I can make a deal without discount, and I want to make a deal without discount. Of course, I won't agree to such a question. Once you give in, customers will think there is still room for counter-offer. Therefore, I think we should tell each other in good faith and euphemistically, and we can't give in. Please forgive me for telling each other that all our precious prices are sold at real prices. For the problems in delivery and the troubles brought to customers, we should apologize, admit our mistakes and pretend to be pitiful in front of customers. Most people will be soft-hearted. I have experienced it personally, but customers basically understand it and will be very satisfied after receiving the goods.
Later, we gradually became familiar with some fabrics. It's the first time to know so many fabrics. We never knew the word fabric before buying clothes. We bought it when it looked good, and we never thought about why the price difference of the same clothes was so great. Now I finally know what fabric is good, what fabric is breathable and elastic, and the price is different. Now we have a general understanding of the clothes in the shop and know which ones are smaller. When I was a customer service worker, I found it very fulfilling to sell a dress. Later, I slowly sold more clothes with skillful tone and method. Communicating with guests is an exercise in people's brain power, adaptability and speaking ability, and also an exercise in people's patience. We should take every customer seriously and let every guest return home with a full load.
Summary of factory customer service 3 1. Know your customers.
Customers who shop online will have a little idea of taking advantage of small things, and of course I will.
There are generally three situations when customers come to buy your things.
First of all, the buyer began to bargain with you and asked if you could lower the price of this Dongdong and give me a discount. Customers all want to buy good quality and cheap baby. Merchants generally don't lower the set price unless they do activities on holidays, because some merchants have really low profits, and the customer service said once or twice that customers don't care about the price, then they will think of other discounts. That is, since we can't make a counter-offer, how about sending it to me for free? In fact, this is also a counter-offer. The problem of postage varies from family to family, the price given by the courier company is different, and the nature of the products of the merchants is different, so it is more expensive to ask the merchants to be free of charge than to bargain. What's more, I want the seller to give me a small gift. Since we can't make a counter-offer or waive the bill, we can just give you a small gift as a souvenir! Sellers usually do this, because the cost is not very high, and the customers who give small gifts are also happy. People always want to take advantage of a little to comfort themselves.
Online shopping is not as tangible as it is in reality. People have to keep an eye on it, and it is understandable what customers want. If you think of yourself as a buyer, you know what you will ask your customers. We are still in the service industry, so we must be patient and enthusiastic. Customer satisfaction is our greatest pursuit, and what customers care about is what we will try our best to do, so as to make sales better.
Second, understand the goods.
To do a good job in customer service, the most important thing is to understand the nature of the goods you want to sell, so that you can successfully complete the sales work when the buyer intends to buy the goods. If you don't know the goods, then when the buyer asks about the goods, you will have a stagnant reply, and the speed of replying information will change, which will easily affect the buyer's desire to buy. Also, you must answer the questions put forward by customers truthfully, and don't deliberately praise your products, because once customers receive the goods and introduce them, they will feel lost, and it is very likely that they will give you a medium or bad review, which will not be worth the candle. If the buyer doubts the quality of the goods, you can suggest the buyer to refer to the evaluation information, because it is more objective, and it is really good for everyone to say yes, which is one of the best ways for you to promote sales.
Third, after-sales service.
This is also very important, we should do a good job in quality control and return. Because you're facing God.
Seize the old customers, build a customer base, get twice the result with half the effort.
Work summary can be marked for regular customers, and can be discounted or mailed for free next time, because it can drive new customers. General customers will introduce good things to friends or colleagues, or buy clothes, for example. Colleagues think clothes look good and ask where they bought them. Then a new order will come. Therefore, when talking about Want Want, we should be careful and sincerely serve our customers, so that customers can truly feel the treatment of God.
To do a good job in online store sales, you must master skills, which can't be done simply. You should study more and be good at summing up, so that your work will be smoother and smoother.
I just made a simple summary of these two months and will make persistent efforts in the future. Come on!
Summary of customer service work in no.4 factory. First of all, my name is X, and I am a pre-seller. Time flies. In the intense and fulfilling work every day, I have been in this company for almost half a year in a blink of an eye. It's an honor to meet you. With the enthusiastic guidance and help of my colleagues and leaders, I learned how to become a qualified pre-sales staff, but there are often some unexpected problems in actual operation, and at this time we need everyone's cooperation to solve them.
The follow is my summary over that past few month:
I think a qualified customer service should first warmly receive every customer, learn good language communication and other terms, and let customers feel respected. At the same time, as a customer service, we must know enough about the goods in our store, so as to provide customers with more suggestions, answer their questions quickly, let them accept your products, and finally reach a deal. We often meet some customers who are picky about the products we sell, so we will inevitably quarrel with them. But considering that our purpose is to conclude a deal, not to win, it is absolutely impossible to quarrel with our customers.
This problem will only lead customers not to buy our products. Even if we get angry sometimes, we can't affect the mood of our customers. The supervisor reminds us at every meeting, and I keep it in mind, so be patient when communicating with customers. In fact, some customers still quite understand. No matter whether they encounter problems with the goods or delay in returning their messages, we will understand our difficulties as long as we apologize to our customers and explain why there are so many consultants at present. Of course, we are only a few such customers, so we should always remind ourselves that customers are God, let customers feel our enthusiasm and respect, and try our best to meet their requirements.
Secondly, don't communicate with customers in a cold tone. When talking to customers, we should keep smiling even when facing the computer, because customers can feel this between our lines. A smile is a sign of confidence.
The following is a summary of the past few months. Generally speaking, I am also very concerned about my work.
I'm not very satisfied, because I make many mistakes in every after-sales problem. I hope that I will work harder to do every step in the future and receive every customer more carefully and enthusiastically. This is a necessary job for customer service, and I also thank our lovely supervisor _ _ for always treating me.
Because of care and care, I came to a good company to know you, and I will be an excellent pre-sales customer service in XXX. Come on!
;