Model essay on personal work summary of mobile phone operator (1)
The most important thing for mobile customer service staff is not to meet directly at the customer's home, but to work by telephone, and my sound quality has been fully exerted here.
Over the past year, with the correct leadership and care and help of the company's Party Committee, I have studied Scientific Outlook on Development, and done a good job in mobile grassroots customer service in a down-to-earth manner in accordance with the working ideas determined by the Bureau's Party Committee, with smile service as my responsibility and customer satisfaction as my purpose. My work for the whole year is summarized as follows:
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters. 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 mobile customer service staff, I deeply understand 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 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 thinking method, into a correct grasp of practical work, into a way of thinking to guide work, actively studying new situations, solving new problems, taking a new path, overcoming old thinking, quitting "empiricism" and expanding my thinking.
2. Pay attention to overcoming "laziness" in thought. 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 your own 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, 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, keep a good relationship with customers at work, solve customers' difficulties with the best service and let me solve customers' problems with the best service.
That's how it works. 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!
Model essay on personal work summary of mobile phone operator (2)
Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than a year. Over the past 20 years, under the correct leadership of leaders at all levels in the company and the solidarity, cooperation and care of colleagues, I have successfully completed all the tasks this year, and have further improved my professional quality and ideological and political aspects. In order to better promote this work, I will 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 everything will be fine as long as we start, but the result is 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 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.
I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others, in order to keep up with everyone's pace and create better performance for the company.
In 20 years, I will give full play to my advantages, improve my shortcomings, broaden my thinking, be pragmatic and do my best to do my job well. To this end, I will plan my work for one year as follows:
The first is to strengthen overall planning.
According to the annual work requirements of the company's leaders, make specific plans for the work in the second half of the year, clarify the content, time limit and goals to be achieved, strengthen coordination among departments, organically combine all work, clarify work ideas, improve work efficiency and enhance work effectiveness.
Second, strengthen the construction of work style.
Always maintain a good mental state, and carry forward the work style of hard work, advancing despite difficulties, striving for perfection, being rigorous and meticulous, and being proactive.
Everyone says that if you want to do a good job, you must first love it. In this year and a half of work, I found that I like this job more and more. In my future work, I believe I will abide by every rule and system of the company, make a good work plan for the operator, implement every work flow and remember every standard clause. Be strict with yourself: there is no best, only better.
I clearly know that I still have a long way to go to become an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!
Model essay on personal work summary of mobile phone operator (3)
Time flies, I have been working in the logistics service 10086 office for half a year. Remember when I first arrived, I was ignorant and only had a simple and superficial understanding of the operator's work? Answer the phone, with the deepening of training and the increasingly skilled skills, I found that the seemingly simple process of answering the phone actually included communication skills, etiquette, work attitude, responsibility and a "thank you" from the customer, which made me understand the job from cognition to understanding.
The work of operators looks glamorous, but it is not. Remember the first day at work, I observed that the senior telephone operator answered the phone so smoothly, fluently and politely, and a huge exclamation mark flashed in my mind? You can still answer the phone like this! I secretly made up my mind that I must master this skill. Only by working hard can I be comfortable in my work and face it easily. From the aspects of traffic etiquette, service scope, standard records, etc. After mastering the basic content, I tried to answer the phone. I was nervous and hesitant at that time, but with my constant efforts and the constant encouragement and support of my colleagues, my nervousness and fear became less and less. While I became more proficient in answering the phone, I became more and more confident.
In the face of the subsequent operator skill competition, I am full of confidence, actively familiar with the campus environment and carefully prepared. At the same time, signs of complacency have begun to breed. After the examination of written test and practical operation, I clearly found that I still have a big gap from an excellent telephone operator, and I also got my biggest problem? Can't use basic skills flexibly. Once again, I calmed down and began to practice from the basis of telephone work, firmly believing that I could achieve excellent results in the next skill competition.
Our department is the logistics window for all teachers and students. As an operator, his own words may become the focus of attention. "There are no small things in my work" and "prepare for a rainy day" are my tips in my work. I believe that through my own efforts, I will definitely contribute to the brand building of the department.
Model essay on personal work summary of mobile phone operator (4)
The year 20xx is coming to an end. During this year, under the correct guidance of the station leader and the section chief, I learned a lot of knowledge and accumulated some work experience. With the support and mutual help of my colleagues, I have been constantly exploring and discovering problems in my work, improving and perfecting, and constantly improving my work efficiency.
Looking back on this busy year, I have paid and gained. Now I will summarize my work in 20XX as follows:
First, in the first half of the year, under the guidance of the four-word policy of "integration, learning, change and promotion" put forward by General Manager Zhang, both departmental work and personal work are changing. First of all, sort out work ideas and sum up experience. As the leader of the team culture group, I didn't have a clue at first. I can't find the key points in my work, whether it's blackboard newspaper, departmental information or passenger forum. After a period of exploration, I sorted out my work ideas and slowly found the direction of my work. Secondly, I study tirelessly. As an operator, I know the importance of business knowledge. Whenever a passenger asks questions, I will provide the information he needs accurately, and I will be familiar with the relevant laws and regulations and the rules and regulations of the station. Third, adjust mentality and change work attitude. In the face of telephone consultation, I sometimes feel depressed. Can change the working attitude in time, and maintain a good attitude to serve passengers through resolving with the section chief and colleagues. Finally, improving myself, as a group leader, is an exercise of my comprehensive ability, that is, blackboard newspaper design, blog management and monthly guest forum, which has made me experience a full and happy growth process.
Second, the work in the second half of the year is done according to the "five noes" put forward by General Manager Zhang at the semi-annual debriefing meeting. The proposal of "five noes" awakened me, who was still in a stagnant state in the first half of the year, and made me deeply reflect on my past work. First of all, in personal work, as an operator, you need not only a soft voice and kind tone, but also good business knowledge, strong communication skills and flexibility in handling special events. I also know that the knowledge of daily work can't meet the needs of tourists now, but I don't want to spend more time learning more. Always want to rely on others, a little "takenism." Moreover, in the work, you can only manage yourself, be strict with yourself and not others, ignoring the requirements for service quality.
Through the adjustment of personnel in this department, I re-examined the importance of operator work and cooperation among colleagues. Work should not be sloppy, colleagues should remind each other, standardize service terms, and always pay attention to service attitude. Secondly, team culture construction. There is no good management method for blog management, just asking everyone to write blindly, coping with updates, not seeking quality, and not playing its real role. As a group leader, I feel deeply ashamed, because blog is a window for publicity, a platform for everyone to explain their own ideological trends, and a garden for learning and drawing lessons from working methods. Without a theme, there is no meaning. After understanding this importance, communicate with Director Wang to determine the theme of the blog, focusing on the dribs and drabs in the work, so that everyone can learn to observe the people and things in the work and exercise their writing and summing-up skills. Later, under the reminder of Director Wang, the recent activities of the station and various departments were posted on blogs, WeChat and QQ, so that more passengers could pay attention to the changes of our station and understand the diversity of our services.
Moreover, as a correspondent, I have been a little lazy in recent months, and I have written fewer manuscripts than in the first half of the year, and I have neglected to observe the dynamics of the department. Some good things are not written in time, giving full play to its timeliness. At the correspondent summary meeting, I also realized the gap between myself and excellent correspondents. I will complete the communication manuscript with good quality and quantity in my future work as a correspondent, and at the same time study the materials sent by the distribution group seriously to improve my writing level, so that I am not afraid of difficulties when I think of writing.
The above is my work in the past year. In order to make progress in all work next year, the plan is as follows: 1. Do a good job, standardize the workflow, provide civilized service, correct attitude, and increase the publicity of online ticket purchase and WeChat ticket purchase. Integrate our "three ones" and "four more" working methods into our daily work. 2. On the basis of holding the passenger symposium on time every month, change the form, so that passengers can truly realize that we really want to do a good job in service. 3. Supervise the update of department blog and QQ. 4. Collect articles written by colleagues and recommend them to the editor-in-chief to enrich our Dexinfang. 5. Actively participate in various activities organized by stations and departments, and cooperate with the work assigned by leaders in time.
The new year is coming, I will change the status quo with practical actions, go to work with an empty cup mentality and serve passengers with gratitude. I believe that with the joint efforts of everyone, our station and department will get better and better.
Model essay on personal work summary of mobile phone operator (5)
Another year of work is coming to an end. Looking back carefully, it's been a year and a half since I came to the front desk and the telephone class. From a timid primary school student who knows nothing, I can face problems independently and decisively now. During this period, I grew a lot and 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 learning organized by the station and departments, and actively walk out of the station after work to publicize the shifts of the marketing terminal. At work, my colleagues around me are all my teachers. My colleague Liu Jie's capable work style and flexible service skills, Wang Jie's calm and elegant temperament and patient and meticulous answers, Xiao Hu's skillful business knowledge and humorous sunshine mentality, Li Na's optimistic attitude of being eager to learn and cheerful, jie feng's earnest and meticulous attitude, etc., 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 some progress has been made in this year's efforts, 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 the shortcomings in our own work, we will continue to improve in the future work and do the following:
First, adjust mentality and strengthen 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 to the job interview, Li said to me, "The work at the station is expensive and seemingly simple, but it is not easy to insist on doing every little thing well 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.