One: Annual Work Summary The time for online customer service has passed in a blink of an eye. After this year's hard work and experience, I have some experience and understanding of my work. Reflecting on my past time, I found many problems that still exist now, which need me to correct and adjust in time.
Reflecting on one year's work experience, I have a new understanding of myself. As a customer service staff, it is not difficult to finish the work, but if I want to do it well, I may be much worse. In order to improve myself more smoothly in my future work and make progress in my work, I summarize my work this year as follows:
I. Personal situation
As a customer service staff, I have been familiar with the basic job requirements during the training period, but that's all. There is still a long way to go to become an excellent customer service. In this year's work, I mainly strengthened my in-depth understanding of the company's products. I have been asked by customers before, and I have recorded them very well. In this study, I try my best to understand these problems through my own understanding and go deeper.
This understanding not only made me understand how to answer customers' questions, but also deepened my understanding of the company's products, especially in manufacturing. After a thorough understanding of the samples, I am more confident in introducing and recommending them to customers. Thanks to the excellent strength of the company, we can have such a promotion!
From this year's work, I realized the practicality of the experience of my predecessors. Their accumulated experience can really play a very good role in my work. As a junior, I will continue to study hard and consult.
Second, the work situation
A year's work, there are good and bad situations. In the face of some angry customers, as customer service, we should appease the customers' emotions. To tell the truth, I'm really tired, and sometimes it's even hard to understand why customers are angry. However, after contact, I gradually got used to it and got to know some customers' ideas. With the guidance and help of colleagues and leaders, we can better solve customers' problems and resolve conflicts.
I met a grumpy customer not long ago, but I tried my best to explain and appease the customer, do a good job and finally satisfy the customer. This incident gave me great encouragement. Even for customers who are in trouble, as long as we work hard, things will be solved satisfactorily.
Third, summary.
In this year's work, in fact, most customers are easy to get along with, but we can't forget our work because customers are easy to get along with. In the future work, I will try my best to strengthen my professional ability and try my best to receive every customer who calls.
In the coming year, I will strive to develop in a better direction! I hope I can learn more communication skills from leaders and predecessors! Come on in the new year!
Chapter II: Online Customer Service Annual Work Summary Template Customer Service Department undertakes the main work of customer service of property companies, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.
Through a recent visit to the customer service department of our company, it is found that the customer service department of each project can complete the customer service work undertaken by the customer service department well. At the same time, there are also some problems, such as:
1, the low professional level and service quality of employees are mainly manifested in the immature methods and skills to deal with problems.
2. The management system and process of the department are not perfect enough, which affects the work efficiency of the department, the sense of responsibility and enthusiasm of employees.
At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.
1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.
2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.
3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.
4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.
5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.
There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.
Chapter 3: The annual work summary of online customer service in 20_ is coming to an end. In the past year, with the support of company leaders and colleagues in various departments, I have learned a lot, and my ability and knowledge have been greatly improved. I will summarize my work in the past year as follows:
I. Personal work this year
With the support and promotion of company leaders, I was appointed as the head of customer service department because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, because of limited personal ability, the initial work was not particularly smooth. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by General Manager Shi and Minister Zhao of the engineering department. Thank you here. Another daily job I am responsible for is to receive check-out customers and handle refund procedures.
Second, the problems existing in the work
Generally, the work is not done carefully enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work to future work and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. We must pay attention to every detail in the future. The work didn't find a way. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.
The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.
Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.
Chapter IV: Online Customer Service Annual Work Summary Template Since this year, I have taken smiling service as my responsibility, customer satisfaction as my purpose, based on my job, loved my job, and done a solid job in customer service. My work for the whole year is summarized as follows:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. I insist on diligent study, strive to improve my professional level, strengthen my thinking ability, pay attention to integrating theory with practice and exercise myself with practice. It has contributed to the success of the company's comprehensive informatization.
Second, 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 cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
At work, I strictly follow the working philosophy of customer first and service first, and give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. The above is my summary of the whole year's work, but I know there are still some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success.
The above is my summary of the whole year's work, but I know there are still some shortcomings.
First, lack of work experience and loopholes in actual work.
Second, there is not enough innovation in work.
Third, there is impatience at work, sometimes eager to achieve success.
The next step is to overcome and improve.
Chapter 5: template of annual work summary of online customer service. I joined the supermarket in 20xx 10 and started my new work and learning process. Over the past year, I have gained a lot and felt a lot. The work at this stage is summarized as follows:
At this stage, the customer service supervision department has two main functions. One is to continue to do a good job in the service desk, and the other is to initially take over, learn and carry out supervision. As a member of the customer service supervision department, my work mainly focuses on these two aspects.
1, service desk work
There are many work processes and skills in the service desk, and the principles are relatively strong. In this stage of work, I learned the operation of various systems at the service desk and the process of dealing with problems. Now I can perform all the work of the service desk independently, and I have done careful thinking and research on the work of the service desk. I think the work of the service desk should be refined and expanded, and the service fields and functions should be further expanded in combination with the competitiveness of our commercial building.
2, learning supermarket work content stage
At the beginning of X, the company arranged for me to go to xx to inspect the basic problems of supervision work. I spent two days observing xx's supervisors in detail, and got a basic understanding of their work contents, methods and scope. I began to prepare the materials for the supervision department on X, which was very stressful for me who just entered the supermarket and knew nothing about it. With the encouragement and support of manager X, and with the help of my colleagues in the network and the store, I completed the planning scheme for the establishment of the supervision department on X. In this process, I learned a lot and broadened my horizons greatly.
20xx 10 month, the company's competitiveness building activities began. During this period, Manager X took me to practice in various departments, inspected and studied in the store, and slowly began to work in the supermarket. Although very confused, but very substantial. Because I can come into contact with some new things every day, the gains are accumulated in my mind bit by bit, and I gradually have a recognition and affirmation of xx from my heart. And I have a vague but realistic goal for myself, to study all kinds of knowledge in the supermarket hard, and to promote the better development of xx with my own strength.
3, preliminary involvement in the supermarket work stage
After a period of study and application of the competitive construction scheme, with the joint efforts of all employees, the store environment has changed obviously. In order to investigate the employees' understanding and implementation of service competitiveness, I assisted Manager X to have an in-depth discussion with employee representatives. During the discussion, the employees raised various problems and situations, and I summarized and recorded them one by one to seek solutions and ways. The process of solving problems is a learning process. At this stage, I have a deep understanding of employees, companies, customers and customers, which points out a way for my future work.
My goal and direction are gradually clear, and I know how I will work in the future. Later, under the leadership and guidance of manager X, he went deep into every corner of the supermarket, severely investigated and dealt with some illegal acts that were backward in implementation, and consolidated and extended the training content of competitiveness construction. To a certain extent, I seriously strengthened the style and discipline of the shop and laid a good foundation for future work.