Article 1:
Engaged in customer service for nearly seven years, and wrote a lot of summaries in seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and rest 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:
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 work as a monitor in the past two years, I have been constantly exploring in an attempt to find another flavor that can dissolve and melt the phenomenon caused by front desk users. Is it spicy? Taste, this is the emotional management of operators. 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 their service attitude, a more effective way is to communicate with employees before punishment. The best 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. So there is no need to suppress and escape for a long time for the mistakes you have made. Is the scenery long? For work and life, this is the most rational choice and the best 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 was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; ? Look, what is that? A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. ? That's an ant ball. ? An old man said; ? Ants are very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. ? Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic? So, I began to work hard for this: a cohesive team should be able to curl up together quickly, produce amazing strength, and finally get out of danger? Ant ball? With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users and eccentricity of complainants. Wow, what can we do to prevent a lot of harassment of users?
Fortunately, our call center itself is a passionate and energetic team, and everyone in it is here? He who does not advance loses ground. Actively participate in the construction of this team with the support of motivation. With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. What is this? The sky is falling and someone is carrying it? Practical sense. In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Article 2:
How time flies! I worked in China Telecom for a year before I realized it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.
Many people don't know about customer service, and feel 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.
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist? Is it not easy to do simple things well? . Whenever I encounter trivial things, I always try my best to do them. 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.
Theory is the forerunner of action. As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
Thirdly, I realized the importance of details in my work and life.
What are the details? Small? And it often makes people feel cumbersome and busy. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm;
Fourth, 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.
Fortunately, I can join the lovely and excellent team of China Telecom Customer Service Department. The cultural concept of telecom and the working atmosphere of customer service department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!
Article 3:
Time flies, and a year flies. Looking back on the coming 20xx years, there are leaders' care and instructions, colleagues' support and help, joy and relief after overcoming difficulties, and no regrets after disappointment and hesitation. Although I am still an assistant employee who has been engaged in banking for just two years, through hard work, my performance this year has increased from more than 10,000 personal deposits at the beginning of the year to more than 10,000 personal deposits at present, with a net increase of more than 10,000 personal deposits, making me the first in savings collection of branches. Now I will summarize my work in the past year as follows:
I. Strengthening study and improving my own quality Over the past year, I have been able to study banking knowledge seriously and constantly improve my theoretical quality and professional ability. In the process of learning, I gradually summed up a learning method that suits my own characteristics, that is, comparative learning. Compared with other colleagues, what I personally lack is what I need to learn; Compared with other branches, our weakness is exactly what I need to strengthen; Compared with other banks, what is different from us is what I need to explore.
Second, explore and innovate to find new market growth points. Only by constantly developing high-quality customers, expanding business and increasing deposits can efficiency be improved. I used my personal social network to establish contact with the demolition company. Through the demolition of the company, I got a large number of customers with savings potential. Then go to visit each other, it is inevitable to be rejected, coldly, and even abused. Fortunately, in this way, on the basis of marketing to maintain individual customers and help customers manage their finances, I have also tapped many new customers and attracted many new deposits.
3. Be loyal and persistent, and do your duty for the development of the branch. When I was a student, the bank was an unknown workplace. After graduation, I was very lucky to get this ideal job. However, it is not an easy task to become a qualified bank employee, and it is bound to require continuous learning and training. After working for more than a year, I am still not a regular employee of the bank, which makes my family very worried. They even found me a better way out. To be honest, I have hesitated and resisted whether to stick to my ideals or to be considerate of my family's feelings. But after rational thinking, I resolutely decided to stay in the branch, continue to work hard, practice my initial imagination with my achievements, and dispel my family's concerns.
In the new year, I set new goals for myself. In order to make myself a qualified bank employee as soon as possible, I will focus on the following aspects to exercise myself and improve myself.
First, business. Constantly update your bank knowledge base, not only be familiar with traditional business, but also grasp emerging business in time; Need to have a higher theoretical level and the ability to skillfully operate specific businesses; We should not only learn the professional knowledge within the scope of our duties, but also take the initiative to understand the relevant knowledge in other fields such as bank loans, deposits and settlement.
Second, quality. Cultivate a strong sense of responsibility and service, and take every customer seriously. Self-discipline, decent style, integrity, and consciously safeguard the good image of bank staff.
Third, the psychological aspect. Constantly temper, rationally face setbacks and failures, and take a mature and steady mental state as your growth goal.
My performance target for next year is that my personal savings will reach 1 100 million. I will continue to explore, innovate, do my duty and go all out, and make my own contribution to the development of the branch.
Article 4:
Looking back on the customer service department of property management company for 20 years, it can be said that various management functions have been further developed and continuously improved. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff.
Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:
First, deepen the implementation of the company's rules and regulations and customer service system.
On the basis of the preliminary improvement of various rules and regulations in 20** years, the focus of 20** years is to deepen implementation. For this reason, the customer service department has deepened its knowledge and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.
Two, integrate theory with practice, and actively carry out the training of customer service personnel.
Make use of the regular meeting time of customer service department every Friday to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".
Third, the daily maintenance processing
According to the workload statistics of each weekend, "Daily Reception" has received more than ten kinds of maintenance. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report. Four. Collection of property fees in xx community
According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in xx and xx communities. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.
Verb (abbreviation of verb) collection of energy fee
At the same time, the quarterly meter reading charge of household water meters in xx District was completed as scheduled, and the new task issued by the company-the first meter reading charge of household water meters in XX District was completed.
VI. Commercial Lease Work in xx District
We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.
Seven. Take back some buildings
In X month, the repossession of x# and x# was completed; At the same time, complete the repossession of some relocated buildings (X #- 1 Unit 2) in xx District.
Eight, "Love is the Yushu Earthquake in Qinghai" organized fund-raising activities.
After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to hold a fund-raising activity in the community to "dedicate a love for the people in the disaster area", which was completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.
Nine, during the festival, the park decoration and layout.
Actively complete the decoration and layout work in the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival that attracts young people's attention), and bought Christmas trees and various decorations in the lobby of xx Gate and xx District of the community.
X. Owners' Symposium
On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company, and put forward reasonable suggestions.
In a word, on the basis of 20** years of work, we are full of confidence and hope for 20** years. In the new year, we firmly believe that as long as we work hard, strive for progress and actively explore, we will be able to complete all the work indicators issued by the company with "our efforts".
Article 5:
Time flies, and I have been working in Greentown Green Bamboo Garden Service Center for one year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.
Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.
Many people don't know about customer service, and feel 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. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into 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. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.
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. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Only by summing up our work that day can I deeply understand 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. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process 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; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;
I realized the importance of details in my work and life. What are the details? Small? Often despised or even ignored, it often makes people feel cumbersome and have no time to take care of it. In the work and life of Greentown, I deeply realized that the details can not be ignored or 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;
In the new year of 20 1x, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen my work in the following aspects.
4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;
5. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;
6. 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;
7. 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.
Fortunately, I just graduated from school and can join the lovely and excellent team of Greentown Green Bamboo Garden. The cultural concept of Greentown and the working atmosphere of Housekeeping Department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work! Thank you, my work is finished!