12345 operator's work summary Fan 20XX is coming to an end, and another year's work is coming to an end. Looking back carefully, it has been a year and a half since I came to the reception desk and the telephone class, and now I can face the problem independently and decisively. During this period, I grew a lot, but I also saw my own shortcomings. Summarized as follows:
Over the past year, my business skills have been greatly improved, and I can finish my daily work independently. At the same time, I can also work hard to complete other tasks assigned by the leaders, actively participate in various training and study organized by stations and departments, actively leave the station after work, and carry out "trinity" publicity and marketing on the shifts at the main station.
At work, my colleagues are all my teachers. My colleague, Sister X's capable work style and flexible service skills, Sister X's calm and elegant temperament and patient and meticulous answers, Xiao Hu's skillful business knowledge and humorous sunshine mentality, Sister X's optimistic attitude of being eager to learn and cheerful, and Sister X's serious and rigorous attitude have all influenced me unconsciously, making me keep learning and making progress. I know I still have many shortcomings, but I am confident that I will do better.
Although this year's efforts have made some progress, there are still many shortcomings, and the following points need to be improved: First, the work mentality is not stable enough. When I met individual passengers calling, I had a bad tone and no patience when answering questions. Second, there is a lack of summary in the work. Unable to sort out and summarize in time after work, lack of work goals. Third, the work is not passionate enough. Work lacks passion, complacency and creativity. Be able to finish the task seriously, but lack the initiative to undertake new work.
In view of my own shortcomings in my work, I will continue to improve in my future work and do the following: First, I will adjust my mentality and strengthen my patience. In the future work, we should properly adjust our mentality, think from the passenger's point of view, find the most suitable working method, smile with heart, serve sincerely, truly treat passengers as friends, and try our best to answer every passenger's inquiry phone. Second, pay attention to details and strengthen communication. Pay attention to service details, standardize service terms, and publicize that the main station is fully in place. Strengthen communication with colleagues, find out your own shortcomings in time and learn from work experience. Third, summarize in time and accumulate continuously. Analyze the problems in work in time, constantly correct them, be good at sorting out, sum up experience and strengthen the ability to deal with problems. Learn from the good working methods of colleagues around you, learn from each other's strengths, and constantly improve their work to create conditions for future work. Fourth, improve the awareness of active service, take the initiative to undertake work tasks, give good ideas for your department and actively participate in various activities.
I remember the day when I first came for an interview, XX said to me: "The job of operators is to rely on persistence, which seems simple, but it is not easy to insist on doing every little thing best every day." I have always kept this sentence in mind, and I will work harder in the future, with this zero-point mentality and down-to-earth attitude.
Finally, I would like to thank every leader and colleague in the customer service center for your guidance and help during this time. I will go all out to work every day in the future. Come on!
12345 summary of operator's work 12345 in order to improve the handling efficiency and quality of the public service hotline, our unit always takes serving the people wholeheartedly as the purpose, adheres to the working principle of "the interests of the masses are no small matter", attaches great importance to the work of the 12345 public service hotline, and seriously accepts calls from the masses. With the help of unit leaders and the close cooperation of various departments, According to the notice requirements of the preparatory meeting of the Bureau of Landscape Architecture, the work of 12345 citizen service hotline since 20XX is summarized as follows.
First, attach great importance to it and pay close attention to implementation.
According to the requirements of our bureau on handling 12345 mayor's hotline seriously, the leaders of our unit attach great importance to this work. The specific method is to convene a meeting to set up a working group on 12345 citizen service hotline. The main leader of the unit is the group leader, and the leaders and hotline staff in charge of the group are determined. The main leaders of all departments are the first responsible person of the hotline and participate in the hotline work. Where the complaint hotline of the unit is involved, the main leaders of the unit shall personally examine and approve it. After the leaders in charge personally handle it, the hotline staff will submit the handling results to the bureau office within the prescribed time limit.
In the process of handling, it is inevitable to encounter doubts and difficulties. The main leaders of this unit specially held a leadership meeting to discuss and study, and gave the complainant a satisfactory answer.
Second, handle it carefully and pay attention to practical results.
In strict accordance with the spirit of the notice issued by our bureau and with a high sense of responsibility and responsibility to the unit and the broad masses of the people, our unit seriously accepts calls from the masses 12345, insists on handling the hotline on the same day, and promptly replies and pays a return visit to the hotline. The staff promptly urged and coordinated to solve problems, and strived to do every link of the work well to satisfy the masses.
Since 20XX, our unit has handled 37 public service hotlines 12345, with a handling rate of 100%, a return visit rate of 100% and a satisfaction rate of over 95%. The public hotline in paragraph * * 12345 is 16, and most of the complaints are about the damage of sports equipment, street lamps, temporary maintenance and closure of public toilets, etc. The staff of our unit will repair the problem in time, and contact the street lamp office to coordinate the handling when problems are found. * * *, the complaint hotline is that the leaf garbage is not cleaned in time, and the staff will send someone to deal with it as soon as they receive the complaint call; * * * Due to problems in operation, we received complaints from operators, among which * * was due to the problem of renting booths. The main leaders and leaders in charge of the unit actively organized meetings and exchanges with operators, patiently explained, and finally gave operators a satisfactory answer. * * Because I just took over the business, I received complaints from business owners about the tax problems in shopping malls. I consulted State Taxation Administration of The People's Republic of China * * Branch for many times. After repeated explanations by the leaders, the tax authorities publicized the national tax law. Up to now, the tax payment of business owners is normal; In addition, the complaint hotline has nothing to do with the jurisdiction of the unit On the one hand, actively help coordinate relevant departments. On the other hand, after asking for instructions from the leaders, the hotline staff also submitted it to the bureau office to explain the situation.
Three. Existing problems and future work plan
In the past three years, although the handling of our unit 12345 citizen service hotline has been greatly improved and promoted, there are still some shortcomings in handling the work, such as the importance attached to the hotline work needs to be further improved, and individual difficult questions and problems that are difficult to communicate with the public cannot be answered at the first time.
In the future work, the leaders and staff of our unit will further improve their understanding of the 12345 public hotline, correct their working attitude, enhance their service awareness, adjust the work progress, ensure that the problems are implemented more comprehensively and with higher quality, improve the satisfaction of the hotline citizens, make this work truly managed by the leaders and departments, and ensure the smooth development of the 12345 public service hotline.
12345 summary of operator's work Fan Wensan worked as an operator for more than four years unconsciously. From ignorance of work at the beginning to being handy now, I have experienced different psychological processes from curiosity to familiarity, from enthusiasm to confusion, from irritability to calmness. After working for more than four years, I was deeply moved by the work of the telephone operator. As soon as I set foot on the post of telephone operator, I firmly believed that I could do this job well. It is also because I think this job is too simple, and I think I can do this job easily. But I don't know what I'm doing is simple, but it's really difficult to do it well. It can be said that I haven't left work on time since my first day at work. Although I sent the information the user wanted from the phone, my heart was full of a sense of accomplishment. But with the passage of time, the accumulated business repeats "hello", "sorry" and "thank you" hundreds of times every day, and that kind of passion becomes dull and the novelty no longer exists. After a while, I saw the operators who were praised frequently and the excellent operators around me. I was very moved and wanted to change. So I strengthened my study and humbly asked my colleagues. Finally, with the help of my colleagues and my own efforts, my service has been improved and my efforts have been rewarded.
After four years of work, I think that to be a good operator, we must do the following:
First of all, we should adjust our mentality, adhere to the principle of customer first, and treat every customer with a kind and thoughtful service concept. Let users come with doubts and get explanations. At this time, a heartfelt "thank you" from customers can make us extremely happy, and this kind of happiness is also the motivation to receive every user. Only in this virtuous circle can we really do a good job.
Secondly, we should have enough patience and good temper. Because some customers are difficult to communicate, sometimes it is difficult to communicate invisibly because customers are not strong in expression. Some customers even yell at each other as soon as they get through the phone, so we should have enough patience and temper, serve attentively and talk with a smile, and believe that the other party feels that you are serving attentively, which can promote the solution of the problem.
Again, be careful 12 points. Because carelessness will bring a lot of trouble to others.
Fourth, the terms of service should be standardized. We can't talk casually as usual. It may be difficult to say those service terms naturally at first, but after a long time, we can say that context naturally.
Fifth, study business technology hard, enhance communication skills and skills, master various businesses and related regulations within the scope of transfer, and constantly strengthen their own learning.
Sixth, actively cooperate with colleagues, be modest and courteous, take the overall situation into account, prioritize and ensure key points.
Finally, we must do a good job of reflection. After every day's work, summarize what you neglected in the day's work and remind yourself that you must not make the same mistake tomorrow.
Although the operator's work is hard, I think as long as we can always do the above points in our work, we can make the operator work well and truly become a happy and qualified xxxx operator.
I recommend it carefully.