Career planning is the main way for customer service personnel to make progress in their careers. The following is my carefully recommended model essay on customer service career planning, hoping to help you.
Career Planning of Customer Service 1 Last year's work was mainly related to customer service and B2B promotion. As far as the customer service position I am mainly responsible for is concerned, my work has been improved this year, but my work needs to be further improved next year. Next year, we plan to start from the following aspects;
First, improve customer conversion rate.
1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.
2, do a good job with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.
Second, answer customers' questions comprehensively.
Customers will communicate with XX people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.
Third, pay attention to improving your online marketing ability.
First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive customers, the network department can receive customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as Q-switch, LED photodynamic, CO2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.
Fourth, avoid the obstacles of checking information.
When receiving the customer's inquiry, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.
When recruiting students on campus, banks are the most concerned institutions for college students, and the competition for bank interviews is fierce. What are the skills of bank interview? What are the common questions in bank interviews? What qualities do banks pay most attention to when recruiting college students? This is a series of articles about bank interviews, hoping to help college students who want to work in banks and excel in bank recruitment.
What qualities do banks pay most attention to when recruiting college students? This is related to the position of the bank in campus recruitment. Judging from the current situation of campus recruitment, the positions of banks in campus recruitment are mainly: front desk teller or customer service position, which all have a common feature: service position. So when interviewing, the following three qualities are the most important for banks:
1, compressive strength
An ordinary bank teller has to handle more than 100 transactions a day. China Industrial and Commercial Bank and other large state-owned banks receive more customers. More than 30% of these customers may be impolite and disrespectful, or even complained by customers. Therefore, as a teller or customer service staff, you must be able to withstand pressure.
2. Good at communication
Operating a lot of business every day may also have a marketing task, that is, selling the bank's wealth management products to customers. Therefore, applicants for banks must be good at communicating with others and have certain interpersonal skills.
Step 3 pay attention to the image
Banks usually judge a book by its cover, because tellers represent the image of the bank. For example, we go to the bank to handle affairs ourselves. Sometimes the bad image and impoliteness of tellers will also affect our recognition of this bank. Therefore, you must pay attention to your appearance when applying for a position in a bank, and you must wear formal clothes for the interview.
In addition, be polite to the interviewer during the interview. Banks are service industries and attach great importance to this.
Of course, the above three items are generally concerned about the characteristics of bank recruitment, and different banks will have their own priorities when recruiting. College students who want to enter the bank can directly observe the work of tellers by going to the bank to handle business, and understand the job requirements of this position more intuitively.
Job seekers will encounter all kinds of questions from recruiters during the interview? Among them, the issue of career planning has been paid more and more attention by enterprise HR. Many clients who came to Xiangyang for career consultation recently reported that they were often asked by interviewers how to plan their career during job interviews. What kind of answer will be appreciated by HR?
When HR asked: Why did you choose to come to our company? What is your career plan for the next five years?
Methods and strategies:
Behind this problem is the job seeker's understanding of job hunting motivation and his long-term career development. At this point, the information to be passed to HR is:
1, you are prepared, because you have a career plan for yourself, so your job search and resume are the result of some thinking, not the result of blindly investing in Shanghai.
2. Show your advantages and show that you are the best candidate for this job.
3. You have a good career plan and clearly know the plans and plans for the next three to five years, which shows that you are a stable employee who meets the requirements of the enterprise.
Answer:
I hope that from now on, I can settle down in the position I applied for in five years. Through continuous efforts, I'd better be promoted several times. I hope I can become a training assistant, a training supervisor, a training manager and even an excellent training expert in the industry. In the next five years, I hope to find a company that is willing to invest in each other for a period of time, whether it is upward promotion or horizontal transfer within the enterprise. I hope my joining will bring greater commercial value to the company, and I also hope to further enhance my professional ability on the platform of the enterprise.
Effect and analysis:
Sincere expression and clear positioning of yourself make HR feel that you are the best candidate for training assistant, and at the same time fully show that she is very clear about her career positioning and development path, which will make you stand out from many applicants and successfully get this offer.
Career planning of customer service Part 3 Customer service is the most direct image of an enterprise. Customer service is the front-line staff who are in close contact with customers. Making a good customer service work plan is the basis to ensure customer satisfaction.
Time is busy, spent in the busy, the new year has passed more than a month, with the arrival of the Spring Festival, our work has come to an end. Looking back on the past year, we bid farewell to last year's perfection in our work and ushered in a new year. Some small details in our work are still not perfect. We sum up the problems and correct them in time. Continue to carry forward the good aspects and summarize the problems encountered in the last year and the areas that need improvement as follows, hoping to bring some help to other colleagues:
1, language communication ability:
(1) When talking with users, be careful, be rigorous, pay attention to art, and use the word "please" more often to make the tone more gentle; Try to use "sorry" instead of "sorry" when apologizing to users, which is more sincere; When users call to greet us and say "hello", try not to say "hello" again, but "what help do you need" instead; If you need to invite users to speak, you can use "please speak" instead of "you say"; Don't say abbreviations to users, speak in a complete and standardized way, and don't appear words such as "omission of insurance, investment promotion, agriculture, industry and commerce", or some sick sentences and inverted sentences. Speak at an appropriate speed. In case of old people or users with poor hearing, you should raise the volume and slow down the speech. During the call, you should be kind and euphemistic, the timbre should be soft and pleasant, the pronunciation should be accurate, the language should be concise and not wordy, you should keep smiling during the call, and your voice should be friendly. It is forbidden to use a questioning tone.
(2) When answering the phone, you must be careful, pay attention to every word said by the user, comprehensively analyze the problems reflected by the user, find out the key, distinguish the responsible department that caused the incident, and solve the user's problems as soon as possible; Make it clear to users, don't ask users to do anything in a commanding tone, and don't casually promise or answer some uncertain questions and demands of users. Don't talk for too long so as not to bore users, put yourself in their shoes. When talking to users, take the initiative, don't just rely on experience, talk too casually, and pay attention to answering users accurately.
2. Unilaterally affected by science and technology:
(1) Since the assessment of the dispatching work order has started, the attendant should record the address in detail and accurately, and the contents should be concise and to the point, such as "Please check", "Electrician has checked", "Please contact first" and "Strong request". There is no need to fill in it, but it is important to indicate it. General maintenance orders should be filled in a unified format as far as possible, which can save our thinking time and facilitate the management of long-term value. Don't type wrong words and ill sentences, and try to hang them up after filling them out.
(2) Employees should maintain high work enthusiasm, make more use of their spare time to learn professional knowledge, consult modestly at ordinary times, cooperate with each other, and unite and cooperate. For the usual problems or important information, we should record and summarize them in time to improve our professional level. Control your emotions at work and ensure the quality of your work every day. Abide by work discipline and don't do anything unrelated to work. Correct service attitude, change our service from passive to active, improve service awareness, and look at the problem from the standpoint of users.
The above aspects are the problems and shortcomings I usually encounter when answering the phone. Through the teacher's strict supervision and careful teaching, I gradually mastered the relevant business knowledge and had a profound understanding. Only by mastering the knowledge can I explain the service to users more clearly. In terms of dialogue with users, we have also changed many faults, such as spoken English, tone and intonation, dialogue skills and so on. , more and more standardized. Although I have made some progress on 95598, I still have a long way to go to answer every call perfectly. No matter in business or service, we should learn from other excellent teachers and excellent team leaders, be the vanguard and improve our own quality. Master relevant knowledge.
In the new year, we hope to have more on-site business practices. Learning will enable us to have a deeper grasp and deepen our business. In terms of communication language with users, we will continue to be strict with ourselves with high standards, provide users with standardized, thoughtful, enthusiastic and efficient services, and ask relevant leaders to supervise and guide us.
Customer service career planning. Now junior customer service, especially agents, recruit some little girls who graduated from high schools and technical secondary schools, and then receive closed training. Wage is the minimum standard set by the state. But the intensity of going to work is great. In fact, like factory assembly line workers, they all have to run to the toilet.
High intensity for 8-9 hours every day. But this job is much more tiring than the assembly line, because it's only physical fatigue, customer service is under pressure from customers and companies, and it's also very tiring mentally, and it's also bad for your health to face the computer every day.
If you haven't decided what to do in the future, then I suggest that the junior customer service can only be done for one year, because this position is simple and repetitive, but the pressure is great, and you can master some tricks in one year. If your personal need is to find a stable job, then I suggest you can do it with peace of mind. It is inevitable that customer service should be taken seriously. Although the current treatment is not satisfactory, the society will definitely improve in the future.
According to Maslow's basic hierarchy of needs, people's needs are divided into five categories according to the pyramid:
Physiological needs-safety needs-social needs-respect-self-transcendence.
Physiological needs: breathing, water, food, sleep, physiological balance, secretion and sexual safety needs: personal safety, health protection, resource ownership, property ownership, moral protection, job security and family security. Social needs: friendship, love and sexual intimacy are respected: self-esteem, self-confidence, achievement, respect for others and respect by others.
Self-transcendence: morality, creativity, consciousness, problem-solving ability, fairness and ability to accept reality need to be promoted from low to high like a ladder, but this order is not completely fixed, it can be changed, and there are various exceptions. Generally speaking, when a certain level of demand is relatively satisfied, it will develop to a higher level, and the pursuit of higher-level demand will become the driving force of behavior.
Accordingly, the demand for basic satisfaction is no longer an incentive force. The five needs can be divided into two levels, among which physiological needs, safety needs and emotional needs belong to the lower level and can be met by external conditions; The need for respect and self-realization is an advanced need, which can be met by internal factors. A person's need for respect and self-realization is endless.
At the same time, a person may have several needs, but there is always one demand that plays a leading and decisive role in behavior in each period. Any kind of demand will not disappear because of the development of higher-level demand. The needs at all levels are interdependent and overlapping. After the development of high-level demand, low-level demand still exists, but its influence on behavior is greatly reduced. Maslow and other behavioral psychologists believe that the demand level of most people in a country is directly related to the level of economic development, scientific and technological development, culture and people's education. In underdeveloped countries, the proportion of people with physiological needs and safety needs is large, and the proportion of people with advanced needs is small; In developed countries, the situation is just the opposite.
A widely circulated story of fishermen and tourists: On a sunny afternoon, a tourist saw a fisherman sleeping leisurely by the sea. The tourists were very excited and asked the fisherman why he didn't go out to sea but slept at home. The fisherman said he caught two fish.
Tourists want to know why they don't play anymore. The fisherman asked them why they should play more. Tourists say that after earning money, they can play around, buy a yacht and lie on it to enjoy the beautiful sunshine in spring. The fisherman said strangely, didn't I just enjoy it? You woke me up. The values of life determine your work status. In order to survive (physiological needs), we have to work to make money. For the sake of our house and health (security needs), we have to find a good job, get promotion opportunities or start our own business to earn more money.
Friendship and love (social needs) need time and a good social image. We need to face up to the fact that at this stage of development in China, it is difficult for most people to surpass the fourth floor all their lives. According to everyone's life needs, in this process, it is necessary to set appropriate short-term, medium-term and long-term goals, and whether the goal setting can be divorced from real life. For example, like the fisherman above, as long as he meets the first three basic needs and spends his life comfortably, he doesn't want to work hard and make a living for fame and fortune. Some people must get ahead, because they pursue the needs of four or five floors, so they have made great efforts and energy. Some people pursue spiritual needs, and material fame and fortune don't matter, so they go to become monks and practice.
Don't believe that some inducement and professional training can help you achieve your goal. The purpose of training is not to help you meet your needs, but to boost morale, improve efficiency and make money for the enterprise. Some training, especially closed training, is a bad way to make you agree with each other's values, so that you can work hard and be exploited. As a result, a few years later, you find yourself still standing still, and your work, life and treatment have not improved. What enterprises need is obedient ox, preferably employees who eat grass and milk.
If you find yourself standing still for several years, it is entirely due to your lack of planning for your career. You're waiting for a promotion, you're waiting for a chance to get rich, and to put it bluntly, you're waiting for a pie to fall from the sky. Opportunities are fair to everyone, as small as a salary increase, they are all equal opportunities, but others seize them and you let them go. In fact, as long as you make some changes and make your own career plans, your work, life and income can be greatly improved, such as:
I plan to be a supervisor from an ordinary employee within one year and get more pay. What should I do?
1. Need to pay more time and energy, try to do what others can't do, and do what others can't do.
2. Take the initiative to do something instead of waiting for the arrangement.
3. Take the initiative to arrange some work, or take the initiative to ask your superiors to arrange some work to show your leadership.
4. Care for colleagues and deal with interpersonal relationships.
5. Strive for appropriate training opportunities, or take some training yourself to improve your working ability. When you try to do this, and you don't become a supervisor as planned after one year, first of all, you should review whether you are not doing well, if so, modify your career plan and continue your efforts. If it's not because of you, it's because the company leaders are crony and just treat you like a cow, then you should choose to leave without hesitation. Of course, this should be analyzed objectively, not the wrong judgment caused by your temporary emotions. Believe in yourself, gold will always shine, and whatever you do will be recognized wherever you are. In career planning, active work and self-improvement are the means of your success, just like going up stairs. You have to take a step by yourself to stand up. Waiting for someone to push or pull, you will hit the steps and fall.
Some people are always complaining, not looking for problems from themselves. Frequent job hopping still leads to nothing. They always think it's a problem of enterprises or others. They are unlucky, others are lucky.
In career planning, the purpose of constantly improving one's own value is to meet the needs of physiology, safety and socialization, and also to be respected and surpass oneself one day. From the third level, communication takes time, so your work should be easier and easier, because you are skilled, because you have been promoted to a senior position, you have the energy and time to meet the needs of social interaction and have time to do something that is respected.
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