Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was 53 customer service. I'm not very satisfied with my performance, because I didn't finish these two things well. Here is a detailed explanation of the completion of this work:
First, the network work content
1. Update the news of a website in Shenyang campus, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master our daily news, learn English exams and study abroad.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu to know the relevant information of an English school and master the latest views and needs of everyone on English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.
6. Write an article about English public welfare activities-high school construction.
7. Write a new section of English website-IELTS score guarantee plan.
Second, 53 customer service consultation
Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of 53 customer service work, mainly because of the following problems:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.
In view of the above problems, I plan to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.
2. Strengthen the publicity of XXX English on the website, and increase 53 customer service links as much as possible on the webpage where articles are published to improve the click rate.
3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Summary of bank telephone customer service II. It has been _ months since I joined the company. During the _ months in this company, watching the company change day by day and watching myself grow day by day, my life is so full of hope. Every day, there are endless problems that constantly hone us and make us strong. Soon the new year will come, and new challenges will follow. I hope my team and I will be stronger and play more roles next year. I really want to find a quiet environment, have a cup of tea, listen to a song, quietly count my harvest this year, and then think about next year!
I. Personal summary
I started my work in _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ The first week after I arrived, I followed Chilong to Oba for execution. At that time, I really felt like an idiot and could do nothing! After I came back, I worked hard to sort out the problems I encountered in Oubana for four days, put forward the problems I felt unreasonable, and told the company that someone needed to give us some systematic training!
Soon, all the efforts finally paid off. The company organized training, and the detailed operation from the online store to the system made me understand why the system can dock with the online store and how to dock! The question I asked before could have been solved like that. At the same time, we finally have a real department: customer service center.
When I was in the customer service center, because I was a new employee, my daily job was to learn the test system from others. Although there is no test task, I ask myself to test every function every day. I know that the exam is not only an exam, but also a kind of learning! _ months ago, I didn't have a client to implement it. During this time, besides testing the system, I also learned to make various operation videos by myself. No one asked me to do this, but I know I will do these things. For the same purpose, the video I made may not help others, but it will definitely help me!
_ At the beginning of the month, the first customer was finally implemented. Thank you very, very much for this customer, thanks to his tolerance and guidance, I finally completed this customer, and let me understand that execution is really not a very easy job! In the whole implementation process, I learned not only the skills of software, but also the analysis of software system and the arrangement of functional documents!
The follow-up execution started smoothly, but due to my impatience and long-term execution in different places, my mood was not stable. When implementing for _ customers, I was too eager to go back and didn't pay attention to the customer's affairs, which led to poor implementation quality. Although these customers still used the system in the end, my working attitude left a very bad impression on them, which I have been telling myself since then!
Second, my harvest.
1. In the implementation process, the professionalism of skills affects the trust of customers, and trust represents the cooperation of customers;
2, after the implementation of the process to deal with the problem attitude, affect the customer's opinion of you, be sure to take the initiative to deal with the problem, maybe we can't solve the customer's problem, but we can get involved to help them think of other ways, and then make things difficult for customers will be grateful to you, and I am very grateful to _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.
3. In the process of implementation, we should dare to tell our customers the good operation process, and suggest them to plan out the process, so as to lay a good foundation for their future development and get better suggestions in the discussion with our customers. This is also very grateful _ _;
4. In the process of implementation, it is very valuable for the future development of the company and the improvement of the system to regularly sort out and collect various problems;
As an implementer, I understand that I am only an implementer, and I am responsible for the implementation and training of products. I will be more professional, sincere, modest, serious and have good work habits for customers, customer service, business and product departments in the future. At the same time, I am very grateful to those who have helped me.
Summary of bank telephone customer service III. Being engaged in telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth. The following is a summary of telephone customer service:
It has been more than five months since I registered online, participated in 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 an independent individual to becoming a member of the call center of xx Bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing 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 make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with 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 every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage 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 speech every day, and record every bit of our work; More importantly, here, under the influence of xx corporate culture, we constantly improve our comprehensive quality and self-improvement, which makes me feel a little lazy 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 on doing simple things well, not simple. 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 given by Director Shi to our new employees, which said: 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. In work, theory is used to guide solving practice, and the purpose of learning is 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 ideological inertia. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and 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 nailing, 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 new services, and let me solve customers' problems with new services. Make the following plans:
First, effectively complete the power-off 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. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level. Proficient in one mouthful, able to blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the knowledge learned and answer customer 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.