Customer service annual work summary Work in the company's after-sales service department for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed the tasks assigned by leaders, and my business level and working ability were also improved. The work of this year is summarized as follows:
First, establish a global concept and do a good job.
I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation of the product in the process of use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:
1. With the cooperation of the leaders and colleagues of the after-sales service department and branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, realizing the timeliness of service contact and coordination.
2. With the active cooperation of the after-sales service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales service files were improved.
3. Under the guidance of the leaders of the after-sales service department and the active cooperation of colleagues in various departments, the monthly after-sales service report was drafted and a smooth information platform was established.
4. Analyze and summarize the monthly report of after-sales product quality, report it to department leaders and quality control departments, deal with customer problems in time, improve product performance and improve product quality.
5. Provide technical support for after-sales personnel of each branch and solve customer problems.
6. Seriously complete other tasks assigned by the leaders.
Second, be good at professional skills and be diligent in on-site observation.
The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but also consider problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I actively study and participate in the debugging of new products to improve my professional skills.
During the company's third customer training course, I studied with customers and after-sales service personnel of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.
Third, being good at communication is better than assisting coordination.
After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operations, and not all operations are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.
In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.
Fourth, improve the shortcomings and look forward to the future.
I worked in the after-sales service department for one year, and did some work, learned a lot of knowledge and improved a lot of abilities. There are still many shortcomings and problems that need to be studied and improved:
1) new technologies and new products are not mastered enough, so it is necessary to strengthen theoretical and practical study and participate in the project site more.
2) Go to the after-sales service site to understand the customer's needs, fundamentally solve the customer's problems, and further improve the after-sales service files.
3) Cooperate with the leaders of after-sales service department to strengthen the professional skills training of after-sales service personnel in each branch.
4) The awareness of work innovation is not strong, so we need to study more and go to the after-sales service site to improve our working ability.
In my future work, I will carry forward my advantages, overcome my shortcomings, and do all the work well with a down-to-earth and conscientious spirit.
Customer service annual work summary 20xx years of work is very busy and full. Looking back on my past work, I have both the joy of success and the regret of loss, but more of an expectation for my future work. Now I will summarize my work in 20xx as follows:
First, adhere to the overall concept and do a good job.
No matter what job you are engaged in, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service is to "adhere to the corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the interests of customers is the main part of improving the core competitiveness of our products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.
Second, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than quality problems reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.
Third, skilled in professional skills and diligent in on-site inspection.
With the continuous development of the electronics industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in on-site inspection, think independently, communicate with colleagues more, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.
Fourth, the level of common sense skills and practical proficiency.
In my past work, I have learned something. Attitude is very important at work. Be enthusiastic in your work, and keep smiling in the sunshine, so as to bring people closer and communicate with customers. Especially after-sales service, positive thinking and peaceful mentality can promote the improvement of work and the smooth progress of work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.
Customer service annual work summary Telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth. In a blink of an eye, the customer service work in the past year is coming to an end, and the work in the past year is summarized as follows:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. 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 that Director Shi gave our new employees, saying that "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.
Use theory to guide practice in work, and study for the purpose of application. With theoretical guidance, the ability to analyze and solve problems has been continuously improved, and the principle, systematicness, foresight and creativity in the work have been enhanced.
2. Pay attention to overcoming "laziness" in thought.
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 "nails", 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 the best service, and let me solve customers' problems with the best service. Make the following plans:
1, effectively complete the outbound task.
In the daily xxx, 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 outbound 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. Realize the combination of quantity, quality and benefit.
2. Strengthen self-study and improve business level.
Proficient in "one-stop", can 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 business knowledge learned and answer customers' questions accurately and completely.
3. Constantly improve yourself.
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.