20xx Year-end Personal Summary Report of Operators in 2022 (5 selected articles) Under the correct leadership of company leaders, the guidance of superior leaders and the joint efforts of colleagues, I take service with a smile as my responsibility, take customer satisfaction as my purpose, stand on my own duty, be loyal to my duties and do a good job in grassroots service. My work for the whole year is summarized as follows:
1, ideological aspect
Optimistic, actively participate in political study, adhere to the Four Cardinal Principles, support the Party's principles and policies, consciously abide by various laws and regulations, resolutely abide by the company's rules and regulations, and actively participate in various collective activities and competitions organized by the company.
2. study.
Be strict with yourself and learn theoretical knowledge and business knowledge. The theory of keeping pace with the times is the forerunner of action. As a basic service personnel of Netcom, I deeply realized 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.
1, pay attention to overcoming the "laziness" in thinking and insist on theoretical study according to the system and plan. First of all, theoretical study is not regarded as a "soft indicator" and an extra burden. Secondly, according to your own study plan, insist on self-study, correctly handle the contradiction between work and study, and don't neglect study because of busy work, and don't relax study because of heavy tasks. In my usual work, I seriously study all kinds of new policies and new knowledge, fully understand their spirit and keep it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect.
2. Pay attention to integrating theory with practice, and use theory to guide and solve practice in work. The purpose of learning is to apply. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work. Actively participate in all kinds of service knowledge training organized by the organization, learn relevant services and communication skills through the Internet, and apply them to service work.
Step 3 work
Although I am an ordinary operator, I know that my every move, words and deeds represent the image of the enterprise. 10060 is the window of the company's external service and the representative of the corporate image. From the moment I took up my post, I made up my mind: I must be a qualified and excellent xx operator. Study hard and strive to be an expert.
Although I was insulted and harassed by customers for no reason at work, I backed out, but when I think of the sentence "Let the world listen to smile", I have courage and confidence. I once again silently dedicated my love, sincerity, care and patience, and answered questions for customers again and again, guided operations and started businesses, with gentle greetings, patient and meticulous answers and rigorous and thoughtful services. We want to make our telephone operators who only hear their voices but don't see their people become the bridge between enterprises and users, and also become the forefront for enterprises to understand and face users.
Through my own efforts and the help of my leading colleagues, my business has been greatly improved. Can accurately and professionally handle customer calls, provide services such as customer business consultation, business acceptance, complaint handling, suggestion acceptance, etc., and master the basic skills and skills in the work very skillfully. In this more than a year, I have been constantly improving myself, helping the operators of the new company to make progress together, and being responsible for training and guiding their business and work to improve them.
Over the past year, under the careful training and teaching of the unit leaders, with the help of my colleagues and through my own continuous efforts, I have made great progress and gained a lot in my thoughts, studies and work. I hope to use my brilliant youth to ignite the passion of everyone around me and inspire my colleagues to contribute, forge ahead, make contributions and create a career together.
Operator's year-end personal summary report in 2022 (5 selected articles) Part II? Time flies, the years have passed, and a period of work has ended. During this period, I believe everyone faces many challenges and gains a lot of growth. Let's sum up our past achievements into a job. 20xx 10, our station has moved into the passenger center for more than a year. This is a year when I stood up to meet the challenge, put pressure on myself and dared to break through. Under the correct leadership of the station leader, all departments help each other and actively cooperate with each other, focusing on improving service, taking safety production as the basis, always aiming at "serving passengers and satisfying them", working in the front line and serving passengers, and truly achieving "you are satisfied, I am happy." The work in 20xx years is summarized as follows:
? First, the publicity work is really effective.
? 1, continue to carry out the "trinity" publicity activities, enter schools, communities, shopping malls and places where people gather, and vigorously promote convenient services such as public transportation, travel, online ticket purchase, UnionPay card purchase and ticket purchase at various sales outlets.
? 2. For the disadvantaged groups, preferential activities such as X discount for student tickets and xx discount for senior citizen cards were launched, and the joint government launched a love rescue operation for the poor people, which won unanimous praise from passengers.
? Second, study and train, establish a pair of people, and create a working and learning atmosphere that is better than learning, catching up, helping and surpassing.
? 1. The staff of the whole station were trained in etiquette and business skills, and a responsible team with strong internal quality and good external image was truly built.
? 2. (Ticket Department) Go out to study and learn from the scriptures. Boshan and his party have gained a lot. First, they have deepened employees' understanding of insurance and strengthened their awareness of self-protection, thus greatly increasing the sales of insurance and better serving passengers.
? Third, strong implementation and strict assessment.
? No rules, no Fiona Fang. Based on the company's rules and regulations and the staff's code of conduct, an inspection, supervision and assessment team was established to put an end to the uncivilized and imprecise behaviors of employees one by one, which laid a solid foundation for the harmonious and stable development of the main station, and the humanized management model won our affirmation.
? Fourth, everyone is standing, and standing is for everyone.
? Since moving into the new station, facing the changes in the environment and the unfair means of competitors, we are of one mind and serve the passengers with actions. In particular, the station leader often works with us late, and his words and deeds affect every one of us. We believe that the difficulties are temporary and tomorrow will always belong to us.
? I feel very happy to work in such an environment, and I feel very happy to have leaders and colleagues who care about me so much. Xx, XX, xx, 20xx, it's exactly x months since I came to the customer service center. In these X months, I have lived a full and happy life. Thank you very much for your concern and help. As a new employee, I will learn from you very seriously and strive to become a qualified operator as soon as possible.
? Self-defect:
? 1, poor language organization ability.
? 2. The language is not professional enough, and the words are not professional enough.
? 3. Lack of site knowledge in other provinces.
? The above is my annual work summary when I was engaged in traffic work. In view of the above shortcomings, I will observe the workflow of old employees, listen to the telephone recordings of old employees and learn language skills in my future work. Look at the map after work and get familiar with other provinces' sites, so as to better answer passengers' inquiries, provide passengers with transfer suggestions faster and do their work better.
The year-end personal summary report of operators in 2022 (5 selected articles) Part III? It's almost a year since I entered xx. I have been working as an operator. During this period, I witnessed and participated in the development of the company and the improvement of the system. As an expensive dragon, I am sincerely proud. XXXX years of work experience, let me accumulate some knowledge and experience about customer service. The summary is as follows:
? First, abide by the rules and regulations and use the system to help development.
? As the saying goes, there is no Fiona Fang without rules. Undoubtedly, in the daily work of the information center, we must first abide by every rule and system, implement every workflow, and remember every standard clause. This is not only beneficial to my work, but also to my own improvement and development, and it also allows me to adapt to the new environment and new working atmosphere as soon as possible.
? Second, the language is standardized and there is sincerity to help the service.
? One of the basic characteristics of this job as an operator is that he doesn't meet customers and conveys information through voice, so facial expression, tone and intonation are more important. Although I am a new operator, I know that my every move, words and deeds represent the image of xx company. Therefore, on the phone, we should be calm, relaxed and use proper words, so as to give passengers a pleasant feeling, let customers be infected by our frankness and pleasure, and let our service be deeply rooted in people's hearts.
? Third, there is no end to learning, and knowledge helps growth.
? As the saying goes, "Candle is the light, and learning is the reason". Only by continuous learning and continuous learning can we make faster progress and growth. This is the truth that "learning is endless". Only by constantly learning and mastering the major can we make up for the shortcomings and calmly deal with various challenges. Only by continuous learning can we have a solid theoretical foundation, be able to distinguish the authenticity of things, improve our self-cultivation, become an excellent operator and make more contributions to the enterprise.
? Fourth, gather strength and forge ahead in unity.
? Unity is strength, which is the motto of many enterprises so far. Together, all difficulties can be solved. If a team is not United, it is a mess. Just like our information center, we share the experience and methods found in our daily work with other colleagues in the form of weekly meetings, analyze and discuss typical cases with you, make progress together, and unite and help each other.
? Generally speaking, I haven't been able to put my position and mentality right this year because I haven't been in contact with the operator industry for a long time. In the past X years, I have a strong adaptability to the community work, but I haven't paid enough attention to the daily norms. In my future work, I need to further correct my attitude, be strict with myself and complete all the work arranged by the leaders.
? This year, when I answered the customer's phone, I began to hesitate. Later, I was able to answer it fluently, which made me understand that the service of the information center is not only manifested in action, but also a polite greeting and a sincere apology can make customers feel my positive problem-solving attitude and quality service. Don't treat your work with the mentality of migrant workers. As long as you work hard, start from bit by bit and grow up with the enterprise with passion, you will achieve your career.
2022 year-end personal summary report of operators (5 selected articles) Chapter IV? Some people say that time flies, and now I finally understand the true meaning of this sentence. Unconsciously, I have been in this company for more than X years. In 20xx, under the correct leadership of the company's superior leaders and supervisors, and with the unity, cooperation and concern of my colleagues, I successfully completed all the tasks this year, and my professional level, quality and ideological and political aspects have been further improved. In order to better promote the work of this post, I will now summarize and report my personal work in the past year as follows:
? When I first entered the company, I have been learning service terms and practicing Mandarin nervously. It is said that details determine success or failure, and many people will ignore it disapprovingly. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. As a newcomer, I first thank my colleagues for their concern and care, which makes me more and more confident in my work.
? However, we often think that as long as we start and get everything ready, everything will be fine, but the result is always not as good as we imagined. Usually, several colleagues work together, and they all think it's ok and there will be no problem. At the beginning, I was more or less nervous. When I was nervous, I sometimes forgot the protagonist. Fortunately, I adjusted myself in time. Later, after talking with new colleagues and consulting with old colleagues, I realized that most of my colleagues had had such a transitional period and were more or less nervous. Therefore, I think there is nothing we can't do well as long as we adjust our mentality. I will never allow myself to do such a simple thing well, I believe I can do it! Later, every time I sat in front of my mobile phone, I would take a deep breath and adjust my mind. More times, I feel that everything is used to it and the working procedure is natural. I believe this will not affect my future work. I believe that I will always adhere to the principles of the company, strengthen my study in my future work and try my best to do my own work.
? As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.
? First, take the initiative to call. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the tasks specified by the company as soon as possible.
? Second, the expression and tone are pleasant. One of the basic characteristics of our work is that we don't meet customers and don't transmit information through voice, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a relaxed tone, and appropriate words, giving customers a pleasant feeling, making customers infected by our relaxed pleasure and making their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent company employee. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I will learn from small things and start from small things.
Chapter 5 of the year-end personal summary report of operators in 2022 (5 selected articles)? Under the care of leaders and colleagues, I have always adhered to the service policy of "high quality, convenience, standardization and speed" and conscientiously implemented the service concept of "starting from customer needs and finally satisfying customers". When I first joined xx, I became familiar with the operation and process of the voice platform through my own efforts, and I worked with ease. The work of operators this year is summarized as follows:
? First, carry out learning.
? With the rapid development of the times, users have higher and higher requirements for power supply enterprises. Only by improving the quality of telephone operators can we meet the demand of quality service. The leaders of the central branch participated in team training for many times, and the business training was firm every Friday morning, mainly including system operation, power accounting, power metering, business development, legal knowledge training and political study. Sometimes we will discuss the difficulties encountered in our work. Recently, the xx power supply service hotline officially extended to the county level. In order to straighten out the business process, I used my off-duty time to go to xx power supply company for on-site study, and the master explained the on-site problems, which made me have a deeper understanding of the distribution network in xx county and improved my business knowledge. I also collected a solution of xx common metering device.
? Second, sincere service.
? At present, the problems of telephone charges and internet traffic that citizens are generally concerned about have caused customers' complaints. Treat them with enthusiasm, warmth, care, patience and perseverance, and don't use tone to appease customers to express empathy and let them hang up with satisfaction. With the enhancement of users' awareness of rights protection, higher requirements are put forward for our services. The bad weather caused a large-scale power outage of the line gate, which brought inconvenience to customers. The incoming calls were full of complaints and abuse, but they always adhered to the policy of "eight years unchanged", listened carefully and patiently explained that the reason for the customer's power outage was a natural disaster. They were doing their best to repair and try to resume power transmission as soon as possible. In summer, the call center is full every day, and everyone's wish is to facilitate thousands of households.
? Third, establish an image brand
? Xx power supply service hotline is a smiling window and a bridge and link between power supply enterprises and society. Provide 24-hour business inquiry, business development and other value-added services, strengthen knowledge, shape their own image, and enhance their ability to deal with emergencies.
? Fourth, there are shortcomings.
? Over the past year, through efforts to improve the professional level, but the weight is still insufficient. You should know more about quality service at ordinary times and don't be shy to ask questions. In the future work, we should have dedication, experience and absorb the essence, and hope that our service will win the satisfaction of customers.