Experience of customer service staff in 2020 company (1) In the initial training of newcomers, the marketing director of the company who trained us said: service is flawed and communication is omnipotent. The chairman also said: touching service first, perfect service second. We can't make customers completely agree with our service. In the process of serving customers, there will be all kinds of problems, which may make customers question our services, but I believe that through communication, customers will understand us and believe that we can provide them with the services she needs most.
In the customer service department, from the initial study to the independent operation list, I stumbled all the way. Just like a toddler, when I study with my teacher, I will fall down and make mistakes, and I don't know what to do. I didn't think there was any problem at that time, but when I went to operate independently, all the problems came, which was almost more difficult. Fortunately, with the help of my master and colleagues, I gradually learned such a problem.
In my understanding, as a good customer service, the work to be done is not only to complete the list operation at hand. We can form our loyal customers through different services and keep them through our own efforts. In this process, don't go to too much trouble and pass the buck. We should think from the customer's point of view, what kind of service they need, what kind of convenience our service can create for customers and what kind of benefits it will bring. What we need is innovation, our own characteristics and uniqueness, so that others can see our differences.
Thanks to the help of my master and colleagues, I grew up step by step. I believe that through unremitting efforts and further mastery of professional knowledge, I will definitely do this job well and make myself different.
I worked in customer service for half a year. Sometimes I feel very tired, sometimes I feel very happy. I am tired because I have to face some difficult customers, and I am happy because I can help customers solve their problems. In the six months of customer service, I learned a lot and saw some philosophy of life that I couldn't learn at school. I will leave here tomorrow, and I don't regret that I didn't adapt to this life because I felt too tired when I was particularly hard to find a job this year.
When I first came, I was transferred because there was a shortage of people at the outlets there. When I got there, I was called a genius. Think about where genius comes from, but don't know how to spend more time. It praises you like this. Can't you do it well? I must redouble my efforts. The boss will never say that his employees are good enough.
Be sure to smile in front of customers. Friends say you feel fake, but there is nothing you can do. If the customer is dissatisfied, the boss will be dissatisfied, and even more dissatisfied with you. If you are dissatisfied, your salary will be exploited. In fact, no matter how well you do in customer service, customers will still be dissatisfied with you in some things. With the above provisions, customers have customers' ideas, just as the ideas of sellers and consumers always stay in the picture of confrontation, there will be no intersection, and occasionally the intersection is blinded by sellers.
And the customer service is different from the seller. They only look at how much they sell, and customer service is after-sales service. To ensure that customers use the products, "Ask customer service if you have any questions" is thrown to customers by the seller. All quarrels are handled by customer service. The customer service front desk is under great pressure and responsibility, and it has to face customers outside. If you are accommodating, it is swearing and throwing things. I want to come in and relax. When the manager sees it, he will say, "Why can't you even solve this problem?" They are paid a small salary, and they are not only angry with customers, but sometimes they receive complaints. Alas, it's difficult. Now that I'm in this business, I can understand the difficulty of customer service. I don't usually want to talk about anything. If it's really to be solved, I don't want to quarrel with the front desk and go directly to the manager, because they are too difficult.
It might be a little messy. I decided to leave this time not because of anything else, but because I was unhappy, because of my boss. Maybe every boss is the same, maybe I will be the same when I become a boss myself, but at least I won't be like this. I won't always say that others are bad and let my mood control my actions. This is an immature performance. A person can't control his emotions, even if you achieve a high position, what can you do? This is because someone is protecting you. When you go out and break in?
When I close my pen, I solemnly make a small request: whether you choose me or not, dear leader, I hope you can accept my sincere thanks! I wish your company a prosperous career!
Experience of Customer Service Staff in 2020 Company (II) In a blink of an eye, I have worked in the customer service department for one year. In this year, I have a new understanding and experience of customer service.
Before entering the customer service work, I always thought that the customer service work was very simple, that is, sitting at the front desk to answer the phone and solve the after-sales problem. In this year's continuous study, I deeply realized that customer service is a job of communication between people.
Customer service personnel represent the window for users to communicate with the company. As a customer service staff, don't put yourself on the opposite side of the user at work. Apologize more to customers, which is not to belittle the company's image, but to show the image of the company's integrity. Everything should be considered from the user's point of view, not from the opposite of the user, otherwise the problem will never be solved.
In the process of dealing with the problem, customers certainly hope to solve the problem in time. If you can't solve the problem in time, you should give the user a deadline commitment. If there is a problem during this period, you should contact and communicate with the customer in time to satisfy the customer.
If service is a hard job, let's devote ourselves to this kind of hard work to exercise ourselves. One day, you will find that it makes us stronger, more tolerant, richer and more beautiful.
In fact, these are all my experiences at work, and I may just have touched the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!
My first job in society was to be a customer service center. Before that, I never thought that my life would have anything to do with my little ear tag, but now my closest working partner is it. Every time I put on ear tags, I will throw them all away, no matter sad, depressed or depressed, there are only self-confidence, happiness and full of energy. I think it has been four years, during which I have some work experience to share with you.
The first thing customer service should learn is to listen. China is vast in territory and abundant in resources, and the customers who call come from all corners of the country. It is inevitable that there will be language differences, and each customer's expression ability is different, so pay more attention to listening. Find information points from customers' words and phrases and provide customers with the help they need. Thirdly, the mastery of professional knowledge not only refers to the company's product information and functions, but also includes the information of the same industry and similar products and their advantages and disadvantages. Third, learn to put yourself in others' shoes. Please don't be depressed or even angry when you are unreasonably accused and abused by customers who are full of energy, sweet voice and sincere attitude.
As the saying goes: a mother gives birth to nine children, and nine children are different. Everyone has different temper and education level, so their expressions are different. You should put yourself in the customer's shoes and consider the problem from the customer's standpoint. If I were a client, would I be more angry than him, and would my language be more intense? In this way, your mind will be peaceful, your thinking will be clearer, and you can better serve your customers. Finally, the mastery and application of professional communication skills. Provide customers with high-quality and humanized help with the voice, speed and expression that are in line with customers.
In addition, more and more companies have opened customer value-added service systems. We can guide customers to self-service, and introduce preferential policies for VIP customers to improve the marketing awareness of customer service representatives.
Call center is a sunrise industry with greater development potential. Compared with the maturity of each product, customers are more inclined to be satisfied with the service, which shows the importance of customer service. Let's grow and mature with the call center.
Experience of customer service staff in 2020 (3) Time flies, time flies, and in a blink of an eye, I have been a customer service worker for almost a year. There have been joys and sorrows, successes and failures this year. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.
The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.
Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.
When making the goods in/out report, we should pay attention to the following points:
First of all, we should find the customer service headquarters receipt, xx invoice, inventory department invoice, xx computer customer service maintenance list, sales warranty list and other corresponding documents. Carefully check whether the file information is consistent with the data information recorded during your own inventory. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.
Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers, so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.
Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write down your name and date, and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check. Fourth, it should be noted that you should take the corresponding account books on the goods warehousing report, customer service maintenance sheet, sales warranty sheet and other documents immediately after transmission. Our company has five spare parts account books, which are good and bad parts inventory account, spare parts current account, bad parts account, bad parts account and in-transit account. In addition, the spare parts sent to you by the headquarters are not charged or you have not received the spare parts sent by the headquarters, so you should pay special attention to the account. But keep this clip. When you receive the spare parts and xx shipping documents from the head office, you should pay immediately.
When you receive the goods from the service station, you should pay attention to:
First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.
Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.
Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.
Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.
Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to accept customer consultation and machine inquiry in our daily work. Be sure to ensure its accuracy, timeliness and consistency.
Gas station application for spare parts distribution and safety precautions;
First, the customer service of the branch must take good care of the remaining amount of its own inventory, apply for spare parts in time, and ensure that the commonly used spare parts are sufficient in case there is no spare parts distribution when the service station is in urgent need.
Second, the customer service of the branch company counts the physical objects at least within one week, and keeps reconciliation with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.
Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.
Fourth, the customer service of the branch should not only pay attention to the company's property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work.
Precautions for exception handling:
Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and providing caring services to users.
There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.
In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, and whether you can do it well or not, you should try your best to do it. It is not only a test of one's own ability, but also an increasing confidence.
Experience of Customer Service Staff in 2020 Company (IV) The customer service department of every property company seems to be a bridge, bearing the communication and coordination between the property and the owners. The customer service department is like a window of the property management company, through which the owner can feel the service quality and personnel quality of the property management company. Because the customer service department has the most opportunities to deal with the owners, I have summed up some experiences in doing customer service well in practical work and continuous learning as follows:
First of all, be sincere. Treat every owner with a calm and sincere heart, and they will treat you with sincerity. The service tenet is "to care for people, so that services are everywhere!" . It is not a simple matter to care for every owner in every possible way. In addition to caring about property fees, we should also care about the life and mood of the owners. Every little thing of the master should be kept in mind. Solving small troubles in real life for the owner will bring you closer to the owner. Slowly, you will find that they will be more and more willing to communicate with you, and gradually you will become friends. Customer service is actually a very tedious job, you must clearly remember the owner and everything about you. As long as you are careful, you will definitely win the favor and trust of the owners.
Second, talk about principles. When you have a very good relationship with your host, don't forget the principle. Any property company has the minimum system and standards. Although we should try our best to meet the various needs of the owners, things that are detrimental to the interests of other owners or property companies will certainly not meet the owners. When it's time to talk about principles, we must stick to them. Treat all owners fairly and fairly, and standardize customer service management with unified standards and services.
Third, dedication. Every property customer service staff should feel that they are shouldering a responsibility. Property management concerns how many people live and work in peace and contentment. A good property management company can create a good living and office environment for the owners, and only with a good environment can we have a good mood. Therefore, every property manager should be enterprising and make a modest contribution to the better life of the community.
Fourth, norms. In order to provide high-quality and efficient service to the owners, it is necessary to standardize the workflow of the customer service department and have a unified solution to all kinds of problems, most of which are repair reports or complaints. Only norms can be professional. If you don't follow the process, it will inevitably lead to disorder and work efficiency will be greatly reduced. If the problem is not handled in time, it will cause the owner's dissatisfaction, and then affect the overall external image of the property company.
Fifth, professionalism. It seems that the customer service department just answers the phone and charges. However, a competent customer service staff must have comprehensive professional knowledge about property. You need to know a lot about other departments. You must master the basic principles and simple operating procedures of public facilities and equipment in the property area under your control. You can make your own preliminary judgment when you meet standard questions at ordinary times, which can reduce the burden on engineers, especially when you meet emergencies, which can play a temporary role in handling, organizing and assisting.
Sixth, cooperation. The functional departments of property companies generally include engineering department, security department, cleaning department and customer service department. It is very important to communicate and coordinate between departments in time, and some work needs mutual cooperation between departments. If security guards or cleaning personnel find that the equipment and facilities in public areas are damaged or abnormal, they should report to the engineering department in time, and engineers should take corresponding measures immediately to ensure that the facilities and equipment are in good condition and play their normal functions. Customer service personnel should promptly reflect the received information about the owner to the relevant departments, and do a good job of explanation and handling. Some jobs need the assistance of various departments, and it is very important to cooperate with them.
I feel that customer service is a window to open the mind of the owner. Of course, in addition to what I said above, there should be many places worth thinking and learning while doing a good job in customer service, which I need to sum up and learn in my future work.
Experience of Customer Service Staff in 2020 Company (5) For a customer service representative, it feels like a person who has learned to eat Chili. The only thing I feel the most in the whole process is 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 nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. 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.
Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. "Should pay more attention to the scenery", work in 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.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve.
First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.