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Telephone customer service self-evaluation 1
Time flies. I have been in the company for more than a year. When I first arrived, everything there was new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is to constantly understand various challenges in the ordinary and constantly look for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, we should treat users sincerely, treat users as relatives or friends, and sincerely provide users with practical and effective suggestions and help, which is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, sometimes at work, I am impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a duty, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, always be aggressive and work hard when encountering complicated and trivial things; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever the company wants to start a new business, I always have a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, we will solve them aggressively and steadily, and for the problems that we can't solve, we will report to our superiors aggressively and try to give customers an answer as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Studying hard and learning their work experience and skills is not only good for their own work, but also helpful for coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Be able to complete the tasks assigned by the leaders seriously and enterprising.
Thirdly, smile service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we will give a smile in time and get an expectation. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and polite service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and their jobs can insist on and permanently have the graceful, quiet and elegant smile service.
At the same time, I also have some superficial views on how to overcome the work:
First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1. Try to understand the customer's needs and take the initiative to help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to handle what situations are suitable to be expressed in what language, knowing the necessary relationship handling, or having rich handling experience, the necessary personality strength and a good first impression can give customers trust.
4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.
5. The appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm, initiative, timely service for customers, regardless of personal gains and losses.
Second, handling customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint information, discuss the solution and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
Three. Matters needing attention in handling customer complaints and complaints
1. Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2. Have a better attitude
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
Hurry up
Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.
Step 4 speak appropriately
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5. A little higher level
Customers expect themselves and their problems to be taken seriously after making complaints and complaints, and often the level of personnel handling these problems will affect customers' desire to solve problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6. There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1. Listen carefully to every word of the customer.
2. Apologize fully and let the customer know that you have understood his question.
3. Collect accident information to find the most suitable solution.
4. Put forward effective solutions.
5. Ask customers' opinions.
6. Tracking service.
7. Put yourself in the customer's shoes.
These are just my superficial views as a newcomer. I must try my best to do better in my work, learn from my predecessors, do a good job with all my colleagues and meet new challenges together.
Telephone customer service self-evaluation II
One year's customer service work ended in busyness. In fact, I am looking forward to this full working state. Customer service is a test of my willpower. I hope I can do it well. Of course, I am not only responsible for myself, I should always have a stable mentality. As a matter of fact, I have planned my work for a long time. Although it is not a long year, it is definitely more secure to have a plan. At present, I very much hope that I can perfect these basic things. Many times, I am very demanding of myself. I was infinitely optimistic about myself before, and this year's evaluation of telephone customer service work.
I. Commercial aspects
Do one thing, love one thing, absolutely no problem At work, it is very necessary for me to expect that I have a security. I think no matter what the problem is, there should be a proper attitude. I know this very well when I call customer service. I think it is the best policy to solve problems in my work. I have been reviewing my work for a year, and I think this is a very simple state. Improve these things at work. In terms of business, I have been working hard for a year and dare not encounter any neglect. I think my business will improve only if I strengthen my ideological construction and study in a stable working condition for a long time. I have always expected myself to be more than just a telephone customer service. I also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.
Second, keep learning.
It is not easy to learn how to do a good job. Although I have enough customer service experience, after all, I have been in an enterprising working state in recent years, and I can see where I still need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope I can grow up at work. In fact, it gives me a very good learning environment. In the past year, I also learned from others. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these materials.
Third, shortcomings
I understand these simple materials with an open mind Although there are some shortcomings, I can always correct them. I expect to have a good state at work, which can be study. In the past year, I felt that I was impatient on the phone, and because of these problems in communication, I mainly brought some personal emotions into myself. I will correct these shortcomings.
Self-evaluation of telephone customer service 3
Over the past 20__ years, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts of the employees of all departments, our customer service department has earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, attentively completed all the work assigned by the leaders, handled the formalities in time, provided good services, and made every effort to supervise and urge the proper handling of business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.
By 20__, 65438+February, 65438+September, 3 12 households had gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.
The following is the completion and analysis of important tasks:
I. Daily reception work
Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.
Second, the information release work
This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent by the information group transmitter, so that the notices were sent in time, in detail, clearly expressed and accurately used, and the relevant explanations were made with the help of the notice materials.
Third, the owner missed the project complaint handling work.
18 years ago, 20__, * * 86 copies of maintenance contact sheets for missing projects were issued, and 28 copies were returned by the engineering department of the development company, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.
Four, the basement flooding accident treatment work
On August 4, 20__, the basement was flooded, causing property losses to 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. Afterwards, we participated in the negotiation with the owner attentively, and distributed the replacement items and offset the compensation.
Verb (abbreviation of verb) Family service opinion survey
While completing their daily work, our employees go into the owners' homes attentively, collect opinions and suggestions from various customers on the property management process, and constantly improve the service quality and service level of property management in residential quarters in the new century.
By the end of 20__, 12 and 19, our department had visited 38 households in the household survey of community owners and issued 38 property service opinions. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.
Six, establish and improve the owner file work
3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.
Seven, to assist government departments to complete the work.
Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.
Handled the certificate of social household registration change for the owner of 10.
VIII. Training and learning
Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.
Department employees are led by a team with insufficient ideological understanding and no vitality into a team full of expectations for the company, the development of the industry and their own growth; Train departmental staff from a blank knowledge of property management to a team with necessary common sense of property management.
The shortcomings, problems and difficulties found in the work are evaluated as follows:
1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.
Second, the owner's follow-up and feedback on various missing projects are not timely enough;
Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.
Fourth, customer service is under great pressure, and the physical quality and self-psychological adjustment potential of employees need to be continuously improved.
Five, customer service information is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software, improve work efficiency and simplify work difficulty.
Sixth, the construction of spiritual civilization in the community, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not yet been organized.
Future work direction and thinking:
On the basis of doing a good job of charging and daily work, our department will continue to strengthen the training and guidance of employees, further clarify the responsibility system, strengthen the work discipline and service norms of the department, and do all the work in time according to the objectives, budget and work plan.
First, further refine and clarify the work scope and information of department employees;
Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;
Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;
Fourth, strengthen the follow-up of information work to make the information smooth and accurate.
Five, through the department's daily work arrangement and psychological debugging skills learning, create an atmosphere of exercising at work and growing up in exercise, so that the employees of the department have a sense of accomplishment and a sense of accomplishment that is nervous but will not feel too much pressure.
Six, study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.
Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, carry out and do a good job in various paid services.
To sum up, in the past 20 years, with the full support of the company's leaders, the strong cooperation of various departments and the joint efforts of employees, although necessary achievements have been made, they have not fully met the company's requirements, and there is still a distance from advanced property management standards. We must strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, Shandong Province and Linyi Municipal Government on property management and the temporary management regulations of the new century residential quarter, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.
Self-evaluation of telephone customer service 4
I majored in broadcasting in college. I want to find a job in a TV station after graduation, but the conditions there are too harsh, and my skills and qualifications can't meet the requirements. As a result, of course, I can't find a job in the TV station. From then on, I want to be a radio announcer. My most self-satisfied sound quality is confidence, but I still failed. Finally, I had to work as a customer service staff in a telecommunications company.
The most important thing for telecom customer service staff is not to meet directly at the customer's home, but to work by telephone, where my sound quality has been fully exerted.
Over the past year, under the correct leadership and care of the company's party Committee, I have earnestly studied and firmly established the concept of honor and disgrace with the information of' eight honors and eight disgraces'. In accordance with the working ideas determined by the Party Committee of the Bureau, we should take smiling service as our responsibility, take customer satisfaction as our purpose, base ourselves on our duties, love our jobs and be dedicated to our work, and do a good job in telecom grassroots customer service. Now I evaluate my work for the whole year:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist on' it's not easy to do simple things well'. I take everything seriously in my work. Whenever I encounter complicated trivial matters, I always strive to make progress. When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Second, study hard and keep pace with the times.
Theory is the forerunner of action. As a telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a duty and a realm. Over the past year, I have been studying hard to improve my theoretical level, strengthen my thinking ability, pay attention to integrating theory with practice and exercise myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is more important than application. 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. In the three years since I came to the company, I have paid attention to transforming theory into my own scientific way of thinking, into a correct grasp of practical work, into a way of thinking to guide work, studying new situations, solving new problems, taking a new path, overcoming old-fashioned thinking, refraining from' empiricism' and expanding thinking.
2, pay attention to overcome the ideological' laziness'. Adhere to the system and carry out theoretical study as planned. First of all, don't regard theoretical study as a' soft indicator' and an extra burden, and consciously participate in the concentrated study of party classes every quarter; Secondly, according to the self-study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to 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 future work, I will continue to carry forward my past work style. I will continue to work hard, adhere to the relationship with customers in my work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service.
That's the job. I love my job. I already love my job very much. I will continue to work hard in the future and do my best for the development of the company!
Self-evaluation of telephone customer service 5
Engaged in customer service for nearly seven years, and wrote many evaluations in seven cycles of spring, summer, autumn and winter. Feeling evaluation is like a post station, which can calm down and sort out the tired emotions, burn perfect expectations and recuperate for the next trip. No matter how ordinary the customer service work is, we can always understand all kinds of challenges, constantly look for the benefits and value of the work, and always tell ourselves: do what is worth doing, go our own way and let others talk. The following is my personal job evaluation report:
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking and touching your nose and crying, it means that you are already 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 giving users practical and effective suggestions and help are one of the prerequisites for happy work. Then, when you bring suggestions to users, you should listen carefully to users' problems rather than pay attention to their attitudes, so that you can continue to remain calm, analyze and guide them carefully, extinguish users' emotional anger and avoid users complaining more because of service attitudes.
In addition, in general traffic management, I always seek a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in others' shoes and feel that you are growing up in mistakes. As long as a person responds bravely with the necessary heart and courage and bears the consequences caused by his own mistakes, there will be no difficulties. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to escape from depression for a long time because of the mistakes you have made. It is the most rational choice to focus on work and life. At the same time, it is also a lubricant to deal with the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a simple atmosphere, stabilize the mood of employees and maintain a sustained and good service attitude.
Of course, while constantly implementing our own experience and ideas and achieving necessary 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. In the process of doing my best to do my job well, I will have a deep personality for the team. I was moved by such a story before:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed, "Look, what is that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still tightly hugged. So calm, so tragic-so, I began to work hard for it: a cohesive team should be like an "ant ball", which can quickly curl up when it is in danger, produce amazing strength and finally get out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users and are not surprised by the eccentricity of complainants. Wow, a lot of harassment to users.
Fortunately, our call center itself is a dynamic and energetic team, and everyone in it has participated in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, the public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice, so we should be cautious to avoid going beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there are several such complaints, but all of them are near misses, which eventually become experiences to forge our potential and enrich our customer service career.
Five self-evaluations of telephone customer service;
★ Five essays on customer service self-evaluation.
★ Last five customer service year-end self-evaluations.
★ Customer service self-evaluation five articles with 500 words
★ Five customer service self-evaluations at the end of the year are more than 800 words.
★ Five summaries of personal work of telephone customer service.
★ Five articles on self-evaluation of service posts
★ Five self-evaluation templates for telemarketing.
★ Customer service staff self-evaluation 500 words.
★ Evaluation summary of telephone customer service work
★ Five self-evaluations of the latest front desk work.
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