Customer Service Employment Application Summary 1
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 packages customers in the store are paying attention, 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.
Customer service confirmation application summary 2
Worked on October 27th, 2020/KLOC-0 -65438. According to the needs of the company, I am currently working as a customer service post, responsible for following up orders from European and American customers. For more than three months, with the help of company leaders and colleagues, I have a better understanding and mastery of my work content and scope. Now my work is briefly as follows:
1. Be proficient in operating sap and erp systems, and ensure the accuracy and timeliness of data entry;
2. Have a certain understanding of the company's products and be able to follow up the progress of the list in time according to the urgency of the list;
3. Be able to report the problem orders and completed orders to the sales staff in time to ensure accurate and timely delivery;
4. Urge the payment regularly to ensure the recovery of the payment.
5. Be able to find problems in time and put forward suggestions to solve them, and report to the leaders in the weekly report.
Of course, I also made some minor mistakes and problems in my work, and the department leaders corrected me in time, which also promoted the maturity of my work. Generally speaking, I think I still have the following shortcomings and deficiencies:
1. Limited work experience, lack of foresight and creativity, and a certain gap with the company's requirements;
2. The product professional knowledge is not deep enough, so it is necessary to strengthen the study;
3. Thinking about problems is sometimes not comprehensive enough, and you need to learn from leaders and colleagues.
In short, I will be more strict with myself in my future work. While doing my job well, I keep learning and accumulating, constantly asking questions and solving problems, constantly improving myself, making the work faster and better, creating better benefits for the company and reflecting my self-worth. Here, I propose to become a regular employee in the company. I asked the leadership for approval.
Customer service confirmation application summary 3
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.
Customer Service Confirmation Application Summary 4
In 2000, Tianjin Mobile Company consolidated and enhanced its competitive advantage, maintained its leading position in the regional industry, accelerated the development of Benxi Mobile, improved its service level to key customers, overcame various difficulties and unfavorable factors, maintained a steady improvement in business development and business income, and made gratifying achievements in all work.
I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. From 20 to 2008, in line with the service concept that communication starts from the heart, each of our service personnel started from the interests of customers, thought about what customers thought and were anxious, and provided all kinds of communication services for customers, stopped carefully, replenished cards for free, and replaced stk large-capacity cards for free to help customers win points. We try our best to do our best for our customers.
Combined with the work indicators of our mobile company and based on the service principle of "people-oriented", we have implemented differentiated services such as on-site service and family service for major customers and important customers from the data at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of "leading in service and leading in business", we have always adhered to the corporate mission of "creating an infinite communication world and being the pillar of the information society", constantly enhancing employees' "sense of crisis, urgency, mission and responsibility" and comprehensively improving service quality, so that our center has made great progress in corporate civilization construction.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin cooperation of all outbound personnel-outbound personnel have played a huge role in promoting new business and comprehensively promoting incremental income of new business. When outbound team members do market research, social investigation, service care and tap potential customers, their service quality represents the service image of our company, so we train outbound team members to master the company's indicators and business, standardize service terms, and cooperate closely with them professionally and flexibly. So that they can clearly and clearly deliver the information to the target customers at the first time. The work summary of the mobile company is a bridge directly connecting customers and the company, so the service quality of the outbound personnel directly affects the customer's outbound personnel to further cultivate potential and competitive business, focusing on strengthening the potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain the leading position in service, the key customer center has established a rapid response mechanism for customer complaints based on customer value and strengthened complaint management.
First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling. Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Verb (abbreviation for verb) daily homework
Account manager is the main provider of customer service for group customers and individuals, and it is also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In our daily work from to, we paid attention to systematically training the service and business of account managers, comprehensively optimizing the marketing system and optimizing the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.
Customer service confirmation application summary 5
It's been more than two months since I arrived in Xinfu in a blink of an eye, 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. The new wealth gave me the opportunity to exercise my eloquence and let me know how to communicate well with others.
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 new rich 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 my stay in Xinfu. I can't just go out to work and study, but also need to create value for the company. Although I came to Xinfu Service Center on May 20 10/4, in order to further improve my quality and professional level, I made the following voluntary commitments:
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 Xinfu 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 Xinfu Property", use honorifics to 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!
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