Personal Customer Service 20 18 Work Summary (1) Time flies, time flies, and a year has passed. Looking back at the application for the customer service position of the property management company of the Chamber of Commerce, it seems that this happened. Today, I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and I am more and more familiar with customer service work. This is a short and long year. The short thing is that time flies, and the long thing is to become an excellent customer service staff. There is still a long way to go.
To become a qualified and competent customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility. Of course, I have experienced all kinds of challenges and tempering in my work before I deeply realized this.
1. What have I learned?
1. Developed talents. Every time I try to finish every job, it is my support and affirmation. During the xx meeting, our customer service department worked overtime in these four or five days to do its own job, which reflected the unity spirit of our customer service center and everyone's work enthusiasm. At this time, fatigue is nothing.
2. Improve the psychological quality and hone the character. For people who are new to property management and have little experience, they will inevitably encounter all kinds of obstacles and difficulties in their work, but with the help of leaders and colleagues, they dare to face and challenge, and their character has further settled down. Dedication means that when you are at work, no matter how hard you work, you should do your job well and do your job duties well. Smile service means that when you face customers, no matter whether you are upset or unhappy, you should concentrate on your work and always smile, because you represent the image of the company. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place.
3. The importance of details. Here in xx Trade Center, I deeply realize that details can't be ignored and sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Don't underestimate or ignore details because of smallness.
Second, my main work in the past year
1. The first thing to do is to be familiar with all aspects of information, including decoration units, owners, construction units and other information, and notify relevant departments and personnel for processing while making records, and pay a return visit after completion.
2. Filing of merchants' information, files and keys, and handling of customers' decoration procedures and certificates.
3. The company sends a single letter to rectify the chaos in the passage, how to use the goods release form, large-scale decoration materials, small-scale engineering forms, warm tips, maintenance forms, etc. It should be familiar.
For next year, I will try my best to correct the shortcomings in my work in the past year and make continuous improvement:
1. Communicate and learn more with leaders and colleagues, learn from each other's strengths and improve their abilities in all aspects;
2. Improve your patience with work, pay more attention to details, further improve your personality, strengthen your sense of responsibility, and cultivate your enthusiasm for work;
3. Expand various work skills;
4. Strengthen the study of basic knowledge of property management, improve customer service reception process and etiquette, and improve customer service skills and psychology.
The company's cultural concept and working atmosphere unconsciously infected and promoted me. Through this summary, let me determine the direction of my efforts, challenge myself, surpass myself and make greater progress in my work in the new year!
Personal Customer Service Work Summary of 20 18 (2) Time flies. I have been in the company for more than a year. I still remember the patient guidance and help of department leaders and colleagues when I entered the company in early May last year. Now I am very grateful to the company for giving me this honor, and thank the company leaders and departments for their recognition. I learned a lot this year, and now I will summarize the customer service work this year as follows.
In the customer service department, I am mainly responsible for the customer return visit and maintenance of this piece of sales. My work includes:
A. Collating customer information: After the sales consultant submits the customer file to the customer service department, it accurately and timely enters customer information (including some personalized information of the customer, such as hobbies, occupation, family status, etc.).
B. Call back within seven days: extract the customer's contact information from the customer file, communicate with the customer by telephone and carefully record the results of each call back, reflect the customer's feedback or suggestions to the relevant departments, communicate and coordinate with the relevant departments, handle the opinions for the customers, follow up the complaints that cannot be solved on site in time, and reply to the customers as soon as possible.
C. 30-day telephone care: ask customers about their car use and mileage, remind customers to enter the factory as soon as possible, and remind customers who have not reached the first mileage.
D. Three-month first-guarantee reminder: first, remind the customer that it is time for the first-guarantee by SMS, then invite the customer back to the factory for the first-guarantee by phone, and so on.
In terms of understanding and feelings, the personal summary is as follows: As a customer service staff, we must have good quality, especially for customers who complain. First of all, we should calm the customers' emotions and make them feel that we represent them. We are the spokesmen of customers in 4S shopping malls, and we can't follow their emotions. To learn patience and tolerance, as the saying goes, it is a magic weapon to reach out and treat customers with smiling and friendly service when complaining about customers.
Personal promotion: lack of professional knowledge, learn more about car maintenance in the future, and be calm with customers who have questions on the phone.
20 18 is a crucial year for the company and myself. I will try my best to overcome my own shortcomings, improve my comprehensive quality and devote myself to my work with greater enthusiasm. I firmly believe that the power of horses is only known when you are far away, and the cold of old age can be seen and then withered. I believe that through constant adjustment and study, I can be more competent for my future work and get enough recognition and understanding; I will also strive to improve, strive to put forward some more mature programs at an appropriate time, and look forward to making a difference and jumping on the tide with the company!
Personal Work Summary of Customer Service in 20 18 (3) Time flies, and I have been working in xx Service Center for one year before I know it. Many people don't know about customer service, and think it's 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. Handle the procedures and certificates of the owner's house expropriation and decoration, and file the owner's information, files and keys; Among them, xx households are delivered to the park, XX households go through the formalities of delivery, X households go through the formalities of decoration, and X households stay 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, including xxx copies of current annual work contact form and xxx copies of rectification notice; Warm reminder xx copies; Xx copies of departmental meeting minutes and xxxx copies of large-scale article release instructions.
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.
Through this year's work and study, 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.
After this year's study, it 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; Etiquette such as reception etiquette and telephone etiquette has 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 my work and life, I deeply realized that the details should not be ignored and sloppy; 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. As for the next work, I will treat it seriously and responsibly, and try my best to do them better one by one.
In the new year of 20 19, 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 PHOTOSHOP and coreldraw 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.
Customer service personal work summary of 20 18 (4) I have been engaged in customer service for nearly seven years and have written many summaries in seven cycles of spring, summer, autumn and winter. It feels like a post station, where you can calm down and sort out your tired mood, burn good hopes and save your strength for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is my personal work summary report this year:
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2.
I recommend it carefully.