Model essay on customer service work experience sharing 1
Being engaged in telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth. The following is a summary of telephone customer service:
It's been a year since I registered online, participated in listening, writing, interview, re-examination and training. This year, I experienced a transition from a college student who just left campus to an office worker. From an independent individual to becoming a member of the customer service center of _ _ Bank, Telephone Bank.
And from this year's work, I summed up the following points:
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 try your best to do it whenever you encounter complicated trivial matters. When colleagues encounter difficulties and need to take over, they can put down their rest time without complaint, make a good work plan, resolutely obey the arrangement and devote themselves to their work.
Second, study hard and keep pace with the times.
I remember a lesson given by Director Shi to our new employees, saying that "choosing CCB means choosing continuous learning". As a customer service staff of telephone banking center, I deeply realize that business learning is not only a task, but also a duty and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking potential, 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 application. Under the guidance of theory, we will constantly improve the potential of analyzing and solving problems and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take learning business knowledge as an extra burden, but consciously learn updated business knowledge and CCB's corporate culture. Secondly, according to the self-study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time optics, 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 the future work, I will continue to work hard to maintain a good relationship with customers in my work, solve customers' difficulties with my services, and let me solve customers' problems with my services. Make the following plans:
1, effectively complete the outbound task. Learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in each area, and make efficient outgoing calls. For example, for personal loan collection in _ _ area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in _ _. For example, the customers in line _ _ are slow to understand and reflect the potential, so we need to slow down when making outbound calls to cooperate with customers. Realize the combination of quantity, quality and benefit.
2. Strengthen self-study and improve business level. Proficient in "one-stop conversation", able to blurt out when solving customer problems. Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently. Constantly consolidate the business knowledge learned and answer customers' questions accurately and completely.
3. Enhance the awareness of active service and maintain a good attitude.
4. Constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
Model essay on customer service work experience sharing II
"One year's good scenery must be remembered, especially when it is orange and green", which is another year's harvest season. First of all, I would like to thank all the leaders for their careful cultivation over the past year, and thank all my colleagues for their help and concern, which has enabled me to make continuous progress and growth in the customer service family of Bank of Communications. Here I want to sum up my work in the past 20 years.
First, be loyal to your duties and sincerely overcome difficulties.
20__ is my second year in _ _ company. With the increase in the number of _ _ _ _ customers, the increase in marketing activities, the increase in bank interest rates and other factors, the demand for the customer center of Bank of Communications is increasing, and the daily telephone traffic of _ _ _ _ customers has doubled compared with last year. Due to the shortage of telephone operators' human resources, work needs, personnel deployment and other reasons, the customer service traffic of Bank of Communications remains high, and the connection rate continues to decline. Faced with this situation, I deeply realize that as an ordinary customer service representative of Bank of Communications, I should always maintain a conscientious attitude, never give up when the company is in trouble, and dare to accept challenges.
Second, be willing to contribute and promote the flowering of happiness.
It is with this dream that I am not afraid of hardship and fatigue, and I am willing to contribute my own strength to the customer service of Bank of Communications as a support. With my own skilled experience in connection, the output of connection has increased from 50-60 to 80-90 a day, and I have achieved good results in the output of Bank of Communications Financial Services Center for three consecutive months, with the satisfaction rate of transfer evaluation as high as 99.0%. When sharing these experiences, I often tell you that "two more and two less" is actually less effort, less rest, more patience and less impatience in peacetime work, so as to achieve a win-win situation of output and satisfaction.
As customer service staff, our wish is actually the customer's recognition of our service and the satisfactory solution of customer's problems. I still remember a story with a client this year, which happened on National Day. At that time, a middle-aged gentleman called us for help, saying that he was in a hurry to transfer a sum of money in _ _, and could not install the certificate through online banking download. He was worried about this guest at that time. After patient appeasement, communication and analysis, it was found that the customer did not install the U shield installation program before downloading the online banking certificate, which made it impossible to install it. After understanding the situation, after patient and repeated explanations, the customer's impatience calmed down, and finally the online banking transfer operation was successfully completed. The big stone in the customer's heart was finally put down. At this moment, I won the praise of customers, and my heart was flattered and warm.
Third, carry forward the past into the future and sail on the sails of dreams.
For 20 years, I actively participated in the "Youth Exchange" organized by _ _ _, which added a lot of color to the activities of the company's Youth League Committee. I also thank the center for giving me a big stage to show my hobbies and expertise, and enriching amateur cultural exchanges between colleagues.
In 20__ years, I will continue to advance towards my dream. I passed the adult college entrance examination in my spare time, and now I am studying computer science as an undergraduate, constantly improving my cultural level. I hope I can approach the IT department of the company with my own professional knowledge, strive to become a qualified IT technician, and make a good career transition from service personnel to support personnel.
Customer service work experience sharing model essay 3
20__ years will soon pass. With the support and help of company leaders and colleagues, I kept learning theoretical knowledge, summed up my work experience, strengthened my self-cultivation, strived to improve my overall quality, strictly abided by various rules and regulations, and fulfilled all the duties of my post. My work this year is summarized as follows:
First, the work attitude:
I love my job, can treat every job correctly and seriously, and have a high sense of professionalism and ownership, abide by labor discipline, make effective use of working hours, and ensure that the work can be completed on time.
Second, the business ability:
Do more and learn more: I just arrived in the company, and this job is a new challenge for me. But in order to get started as soon as possible, I am not afraid of trouble. I asked my leaders, learned from my colleagues and explored my own practices. Be familiar with the work done in a short time, make clear the procedure and direction of the work, improve the working ability, form a clear working idea in the specific work, be able to carry out the work smoothly, and finish the work skillfully and successfully. Communicate with other sales staff frequently, analyze the market situation, existing problems and solutions, so as to improve together.
Thirdly, in order to improve our service level, I personally think we should provide more humanized services.
Reservations should be polite, polite, modest, concise, neat, generous, considerate and considerate when speaking and answering the phone, and develop the habit of using "hello", "please wait a moment", "please rest assured" and "have a nice trip", giving people a sense of intimacy and spring breeze. Every phone call, every confirmation, every quotation and every explanation should be full of sincerity and enthusiasm to show our service attitude, express our confidence and show our strength. Reply to emails and faxes, literally clean, clear and beautiful, concise, accurate, distinctive and standardized in format. In order to win each other's goodwill, in exchange for each other's trust and cooperation
We know that the company's interests are above everything else, and we will enhance employees' sense of ownership. Everyone will make efforts to increase income and reduce expenditure. Understand a simple truth, the company and employees share the same fate, the company's development can not be separated from everyone's support, and everyone's interests are reflected through the company's growth. In the tourist season, everyone's efforts have also been rewarded, which has strengthened our determination to work harder and achieve better results.
Looking back on my work in the past year, I have successfully completed my work. It is the cultivation of the company, the care and education of the leaders, the support and help of my colleagues, the tolerance of my shortcomings and mistakes, and the teaching of me to be a man and do things that have made me who I am today. In the future, I will cherish, study hard, work hard, faithfully fulfill the purpose of being a man and doing things, and do my part for the development of the company on the stage given by leaders and colleagues. In the future work, I will work harder and "make further progress".
Model essay on customer service work experience sharing 4
Time flies, it has been half a year since I came to the company unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
My job involves talking about after-sales and dealing with all kinds of after-sales handover problems. I have learned a lot this year, and accumulated some skills of answering and communicating by telephone, which can be effectively completed for many jobs. The handover data processed in 10 was in our group, and the handover data processed in the month of Double Eleven reached more than 9,800. Usually, I can do my job dutifully, which can be regarded as living up to the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will summarize my work experience this year as follows:
1. Create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers with the word _ _ most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, euphemistically use polite words and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.
2. Learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also an excellent platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, let customers feel that we attach great importance to her opinions, and we are also trying to meet her requirements, so that customers can have an excellent shopping experience and bring more potential business opportunities.
3. Be familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
4. Finish the work effectively.
_ _ is one of our communication tools with customers. Pay attention to the speed of reply when communicating with customers on _ _. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we set up various phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater.
The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will also take the time to understand the rules of the activity, so that I can be sure.
The company also organized various trainings. In my spare time in the middle of the year, I applied for a pre-sales position to study. Although the charging time is not long, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through _ _ before the sale, communication with _ _ also requires a lot of skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but letting customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.
Customer service work experience sharing model essay 5
Time always flies, and the new year is about to begin. In the past year, as the head of the customer service department, I led the staff of our department to successfully complete various tasks for 20 years. Here, I would like to express my gratitude to all the staff in the customer service department who have always supported my work. Summarize this year's work.
First, the work review.
The work of customer service department in 20__ was a busy and hard year, and many houses were delivered, but there were many different gains for each of us. Many people don't understand customer service work, and think it is simple, monotonous or even boring, just answering the phone and taking notes. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.
The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
Second, the main work content.
According to the requirements, archive and manage the owner's files, and track the updates and changes in time. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.
Accept all aspects of information, including the owner, decoration unit, real estate company, construction unit and other information, notify relevant departments and personnel to deal with it while making records, track the handling process, and pay a return visit after completion. Data input and file arrangement. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports. Replacement and use of old and new forms. Complete other tasks assigned by superior leaders. Do a good job in the revenue and expenditure of the management office.
Third, work experience.
I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In _ _ property, I deeply realized the true meaning of professional and smiling service.
The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that details can't be ignored and sloppy. Whether it is every line of the notice, every punctuation, or the refinement of service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it. Details bring benefits and details bring success. Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors.
Fourth, the work plan for next year.
Consciously abide by the company's various management systems. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
I am very lucky to join the excellent team of _ _ Property, and the cultural concept and working atmosphere of _ _ have unconsciously infected and promoted me. Let me learn in my work and grow in my study. Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!
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