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Personal Work Summary of Customer Service Probation Period (1)
I officially worked in the customer service department on _ _ _ _ _ _, with a probation period of three months.
Time passed silently in a blink of an eye, and the probation period will be over in a blink of an eye. Looking back on the past three months, I can't help feeling a lot ... It was a precious experience in my life and left me with beautiful memories. Although there was no vigorous victory, it also experienced some extraordinary tests and tempering.
During this period of work and study, I have a relatively complete understanding of the same party circle; I have a clear understanding of the company's development process and management, as well as personal responsibilities. In the process of getting familiar with my work, I gradually understand the spirit of "dedication, exploration and transcendence" in the circle of Tongfang, and unite and cooperate, pioneering and innovating, which has added new vitality to the steady development of the circle of Tongfang. Under the careful care and guidance of leaders and colleagues, through their unremitting efforts, all aspects have made certain progress. Now I will make the following report on my work and study.
My work is mainly administrative management, expense management, material management and some daily work in the office. At work, I try my best to do my job well and improve work efficiency and quality. Because I have no work experience, I often have problems at the beginning. Thanks to the enthusiastic help of leaders and colleagues, I found the shortcomings in my work in time and corrected them seriously. I constantly summed up the experience and lessons in my work, and later became familiar with my daily work, and submitted various statements in time, thus achieving "active" work. After I went to Beijing for training in mid-April, I got a deeper understanding of my work, especially some details in my work, as well as issues raised by leaders and colleagues for discussion, and I also got a clear understanding. I need unity and cooperation among my colleagues in my work, which is very important and the deepest influence my colleagues have given me since I joined the company.
Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs the spirit of "transcendence". I believe our work will get better and better through hard work.
Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I would like to contribute all my strength to the vigorous development of the same circle of people.
Personal Work Summary of Customer Service during Probation Period (2)
In the past three months, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have started to formally take up my post. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal.
Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible.
The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices. Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other states, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what the situation is, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time. In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
Personal Work Summary of Customer Service during Probation Period (3)
In a flash, my probation period is coming to an end. Through these two months of study and work, I am familiar with the basic situation and related work of the company, understand the important work contents and responsibilities of the property management company, and have a specific understanding of the work of the property management company. In the next two months, with the care and guidance of the company leaders and the enthusiastic help of my colleagues, I quickly became familiar with the company environment and adapted to the new job. Now I will briefly summarize my work during the probation period as follows:
I. Strictly abide by the company's rules and regulations, earnestly study business knowledge, perform post responsibilities, and obey the arrangement of leaders. As a new employee of the company, I understand the company's brand-new business philosophy and management model, and clarify my post responsibilities.
Second, take the initiative to learn, adapt as soon as possible, quickly get familiar with the environment, actively consult with leaders and colleagues, basically master the relevant work content, workflow and working methods, and successfully complete all the work arranged by the leaders.
Third, do a good job in the front desk facade, tidy up the desktop files, wipe the glass desktop regularly, and keep the front desk clean and beautiful.
Fourth, do a good job in daily express delivery, deliver it quickly after signing for the express delivery, and make a good registration.
Fifth, do a good job in answering the phone, refuse to promote harassing calls, and transfer important calls to relevant departments in time. If no one answers, make a good registration and report to the relevant departments or personnel in time.
6. Strictly check the personnel entering and leaving the company. All non-company personnel, except those led by company personnel, must first ask their own purpose, respond politely, and then call the relevant internal personnel to allow entry before they can be released.
Seven, to assist other departments to do all the work entrusted by the temporary. In addition to the tasks that the front desk should complete, at the same time, as a customer service staff, I should also do the following:
First, for the handling of merchants' inquiries and complaints, we should be warm and thoughtful, polite and standardized, accept them patiently and carefully, and make corresponding records. If you encounter problems that you can't handle, you should first patiently comfort your customers, explain to them, stabilize their emotions, report to the superior leaders in time, and solve the problems.
Second, for the daily maintenance work of merchants, the name and telephone number of the maintainer should be registered after receiving the maintenance call, so that the maintenance department can follow up, fill in the warranty form quickly and hand it over to the relevant department, and file the maintenance form number after being confirmed by the industrial and commercial households.
Third, assist other employees in the customer department to complete other tasks entrusted by the leaders.
After the probation period is over, it will be a brand new beginning. As a member of Italy, I will do my best to do my job well and assist other departments to complete the entrusted tasks, study hard related knowledge, improve my working ability and fundamentally improve my shortcomings. Finally, thank the leader for giving me this opportunity. I will work hard in the future and constantly improve my ability and quality in all aspects in order to be a competent person and contribute to the development of the company!
Personal Work Summary of Customer Service during Probation Period (4)
In a blink of an eye, it's been more than two months, and all the bits and pieces of work here are vivid. It's really not easy for me to know nothing from the beginning and now I can handle some emergencies by myself!
In the early stage of coming here, I didn't understand the front desk work well, so I always made mistakes in my work and there were always many problems. There is nothing wrong with having a problem. The mistake is that you can't analyze the problem! Time goes by day, from not knowing what to do at first to taking the initiative to find something for others. This is my own progress, but also the progress of my life! I was right to come here. There are many choices in life. How to make the right choice, in fact, you just need to understand what you want this time. _ _ gave me the opportunity to practice my eloquence and let me know how to communicate well with people.
During my work here, I learned what procedures I need to go through to close the house and what to pay attention to in the process of closing the house. This is all a kind of learning! The receptionist at the front desk is actually very trained. For me who is careless, I really got a good exercise. Although there are still many problems in filing forms at the front desk, I have made great progress compared with the previous one. I want to pursue better and make better achievements, which is what the company needs all our employees to do!
Our supervisor always tells us that going to work is not about how much money we need, but about finding a sense of belonging and honor in our work!
Two weeks after I came, the supervisor asked us to start urging the property fee. I met the owner of Building 2 by chance. He kept asking me about the real estate license. At work, I always remember that every action I do now is to prepare for my future work. Although I was not very clear about handling the real estate license at first, I took the trouble to help him ask many places and try my best to let her know more about handling the real estate license! Later, she came to us and paid the property fee for three years at once. Although there are only more than 5,000 yuan, it is only natural to pay the property management fee, but I still feel that this is an affirmation of my work, and we have found a sense of honor here!
The above is what I learned during _ _. I can't just go out to work and study, but also need to create value for the company. Although I came to the _ _ service center on May 14, 20__, in order to further improve my quality and professional level, I voluntarily promised the following:
1. Wear work clothes according to company requirements. Work clothes should be neat and tidy, and work cards should be worn at work.
2. When answering the owner's phone, ring within 3 rings, pick up the phone and report clearly: "Hello, this is _ _ property. What can I do for you? " Listen carefully to the reason why the other party called. If you have anything to say or ask, write it down one by one and try to reply in detail. After the call, say to the owner in a calm tone, "Thank you, goodbye!" "
3. Call the owner. When answering the phone, take the initiative to greet the other party, "Hello, this is _ _ property", use honorifics, confirm the room number and the caller's name, explain clearly what to do, and say "Thank you, goodbye" after the call.
4. The owner went to the service center for help or complaint, stood up when he entered the door, and greeted the owner with a smile: "Hello, what can I do for you?" Listen carefully and patiently to the problems mentioned by the owner, register completely without omission, and deal with them in time to ensure the return visit rate of 100%. When the master left, he stood up and said, take your time and come again! "
If you can't voluntarily do the following punishment according to the above, you will be fined 100 yuan, clean the whole corridor and use the off-duty time!
Summary of Personal Work in Customer Service Probation Period V
Worked on October 30th, 20th _ _+65438/kloc-0, and it has been three months since then. During this period, the company leaders and colleagues gave me a lot of help in my work and life. In the early days of the company's customer service center, I had a higher understanding of the construction of customer service center and customer service through my daily work, and actively communicated with leaders and colleagues, so that I joined the _ _ _ _ securities group as soon as possible.
During the probation period, I was mainly responsible for completing the following tasks:
1. Because the customer service platform of the company's customer service center is in the development stage, I entered the company myself, and using my previous work experience, I first proposed the functional requirements of the customer service platform.
2. Be responsible for editing the quality inspection management measures of the company's customer service center, assisting in formulating the management measures of the company's customer service center and editing the standard terms of the company's customer service center, and improving the system construction of the company's customer service center.
3. Conduct spot checks and quality inspections on the traffic of the headquarters and the customer service center of the business department on a regular basis every month, summarize the problems existing in the traffic and send them to relevant staff to communicate the quality inspection problems, and submit the monthly quality inspection report of the customer service center at the same time, so as to improve the service level of the customer service center through this work.
4. In June 2000, after the agent system of the customer service platform of the customer service center went online, it began to answer customer consultation calls, which promoted the study of business knowledge and improved customer service awareness.
5. Organize the morning meeting of the customer service center staff every day, and learn the market information at that time, daily difficult business knowledge and new business knowledge, as well as the company's recent work tasks and priorities through the morning meeting.
6. According to the customer service center workflow, standard language and related work, train the relevant staff of Beijing Sales Department, understand the customer service center workflow through training, and improve service awareness.
7. After the seating system of the customer service platform of the headquarters and the business department is online, the business department will be guided to complete the return visit of new customers through the seating system, and the problem of outbound personnel of the business department will be solved in time.
8. According to the requirements of the company's leaders, in order to strengthen the business communication between the various departments of the company, we collect and sort out the difficult business of the day after the market closes every day, and send the summary of the difficult business to the leaders of the brokerage business department at headquarters and the customer service supervisors of each business department every week.
Through the completion of the above tasks, I found that I still need to improve in many aspects:
1. Strengthen the study of business knowledge. Through answering the customer's consultation calls, I found that I still need to strengthen the study of many business knowledge of the company, so as to improve the service level to customers.
2. Strengthen team communication and cooperation. After joining a new group, we must communicate with leaders and colleagues in the construction stage of the company's customer service center to ensure the development and completion of all work. In particular, according to the development goal of the company's customer service center, actively strengthen communication with the customer service supervisors of various business departments.
3. For the construction stage of the company's customer service center, we should use our previous work experience and knowledge of the operation and management of the customer service center to strengthen our innovation ability and find a road suitable for the construction of the company's customer service center.
After officially becoming a member of _ _ _ _ _ Securities, make serious improvements according to the shortcomings found during the probation period, actively complete the tasks assigned by the company leaders, and make your own efforts for the construction of the company's customer service center!
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