Operator's year-end personal work summary 20 19 (1) Some people say that time flies, and now I finally understand its true meaning. Unconsciously, I have been in this company for more than a year. Over the past xx years, under the correct leadership of the company's superior leaders and supervisors, and with the unity, cooperation and concern of my colleagues, I have successfully completed all the tasks this year, and my professional level, quality and ideological and political aspects have been further improved. In order to better promote the work of this post, I will now summarize and report my personal work in the past year as follows:
When I first entered the company, I have been learning service terms and practicing Mandarin nervously. It is said that details determine success or failure, and many people will ignore it disapprovingly. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. As a newcomer, I first thank my colleagues for their concern and care, which makes me more and more confident in my work.
However, we often think that 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 also pay attention to the following details and constantly improve ourselves in practice.
First, take the initiative to call.
Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the tasks specified by the company as soon as possible.
Second, the expression and tone are pleasant.
One of the basic characteristics of our work is that we don't meet customers and don't transmit information through voice, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a relaxed tone, and appropriate words, giving customers a pleasant feeling, making customers infected by our relaxed pleasure and making their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent company employee. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I will learn from small things and start from small things.
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.
Telephone Operator's Year-end Personal Work Summary 20 19 (2) From last month to this year, I worked as an telephone operator in a company. One year's work has given me a certain understanding of the work of the telephone operator. Now I will summarize my feelings and understanding of the operator's work as follows:
First, the basic quality requirements for operators
The basic skills an operator needs are good service spirit, good communication skills, fluent Mandarin, careful and meticulous work, good team spirit and sense of cooperation, strong discipline and good mentality.
Second, as an operator, you need certain skills.
(1) Learn to be patient and tolerant. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers. Customers' personalities are different, and their outlook on life, world outlook and values are different, so operators satisfy customers according to their own preferences.
(2) Don't promise easily, and keep your word. Operators should not easily promise anything to customers, which will make their work passive. But operators must pay attention to their promises, and once they promise their customers, they must try their best to do so. During the company's operation as an operator, the company stipulated that after receiving customer complaints, it must be handled within 48 hours, which is the embodiment of credibility and the basic requirement of being an operator.
(3) Be brave in taking responsibility. Operators often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Traffic is the service window of an enterprise, which should include all the losses brought by the whole enterprise to customers. So in the telephone department, it can't be said that this is the responsibility of that department. All the responsibilities need to be solved by the operators, and they need to be brave enough to take responsibility.
Third, as an operator, you need certain skills and qualities.
(1) Good language skills. In the process of communicating with customers, he is fluent in Mandarin, moderate in speech speed, appropriate in words, humble and confident.
(2) Rich industry knowledge and experience. Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need solid professional knowledge and experience. Not only can you communicate with customers and apologize, but you should also become an expert in this service and be able to explain the problems raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As a customer, what you want most is the help of the operator. Therefore, the operator should have rich industry knowledge and experience.
(3) To learn to put yourself in the other's shoes, we should consider both our customers and our own interests. This is the most powerful way to maintain and retain customers. When you encounter customer complaints, if you can put yourself in the other person's shoes, you can balance your work mood and improve your own quality.
Operator's Year-end Personal Work Summary 20 19 (3) When I first joined the xx platform, I was familiar with the operation and processing flow of the voice platform with my hard-working attitude, and also had a deeper understanding of the whole operation flow of xx equipment, which made me more handy in my work.
However, as a mass service window and an ordinary traffic representative, xx not only needs to know some simple technical and professional knowledge, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills.
In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach.
Zhang Ruimin, president of Haier, has a famous saying: under the same conditions, good service can win customers and "create" customers; Poor service will lose or "destroy" customers. Honesty is a kind of resource, a kind of capital and the soul of quality service. As an ordinary employee of the customer service center, I will look for the gap more carefully, learn from the advanced experience of other "satisfaction windows", learn from the strengths of others, make up for my own shortcomings, and let myself grow sturdily in the customer service center. With the banner of "building the window number of people's satisfaction" and the slogan of "your satisfaction is my pursuit", we adhere to the policy of "people-centered, market-oriented, and people's satisfaction as the purpose" to make the quality service work rich and colorful. Self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-oriented, and constantly improve the quality of service; Make sure to use 19 daily expressions of civilized service, such as "please", "hello", "what can I do for you", "what can I do for you" and "please wait a moment", and it is forbidden to use service "forbidden words"; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers. At the same time, pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills. At the same time, we should do a good job of "passing on, helping and guiding" new comrades and strive to make progress with everyone. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.
I actively participate in various service knowledge training organized by the organization, learn related services and communication skills through the Internet, and apply them to service work.
Operator's year-end personal work summary 20 19 (4) I have been an operator for one year. This year, there were pains and tiredness, laughter and emotion. There are gains and doubts, maturity and continuous exploration of the future of customer service.
I. Work experience
Over the past year, my progress has been straight up, slow but not slow, thin and solid. Because as an operator, I know to do basic skills well, keep smiling, behave appropriately and be patient. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the kpi assessment, I was rated as an excellent customer representative every month. In 20 19, he was sent to xx as an outstanding representative of affinity training, and was arranged for exchange study in 20 19. During this period, my suggestions were adopted by leaders for many times, and I was awarded as an outstanding employee in 20 19 due to my outstanding achievements. In terms of entertainment, I have a wide range of interests and love writing. It was adopted as a valuable advertisement in the "product advertisement solicitation" held in 10 last year. This year 10, I organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
Second, the nature of the work
When doing customer service, people say, "this is a thankless thing." Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable, unreasonable, and dialed the wrong number ... At first, the mood of every day will change with what they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think of it as a sign of immaturity. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value.
When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time.
I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and won the title of "excellent operator", which was recognized and praised by everyone.
Third, the work content
I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. When I used such heavy words as "I swear by my personality" in my client's words, I immediately said, "Sir, I believe you …" I wrote down his personal ID number in detail and told him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply.
When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes can not be accomplished by saying "Sir, I can understand your feelings", but by having a sense of responsibility and being good at analyzing, processing, judging and executing, so as to truly realize our wishes for customers and enhance our company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
Fourth, the work summary
To be a qualified operator, I think it is far from enough to do business well. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Knowing the psychology of customers makes me understand from experience that "I'm sorry" and "I'm really sorry" are less likely to arouse customers' resentment than "Sir, I'm sorry". "We will transfer to the business department, or we will transfer to the xx department (directly named department) to handle it for you" is more acceptable than "we will transfer to the relevant department to handle it for you", and users will feel that it is not perfunctory.
I often exchange experiences with colleagues in the customer service forum, tell our customer service stories and discuss our customer service future together, which is also meaningful for our enterprise. Personally, I think we should know more about it. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.
Operator's Year-end Personal Work Summary 20 19 (5) Time flies. I have been an operator for more than a year before I know it. From ignorance of work at the beginning to being handy now, I have experienced different psychological processes from curiosity to familiarity, from enthusiasm to confusion, from irritability to calmness. After more than a year's work, I am quite touched by the work of operators.
As soon as I set foot on the post of telephone operator, I firmly believed that I could do this job well, and I thought this job was too simple. I thought I could do this job easily, but it was really difficult to do it well. It can be said that I haven't left work on time since my first day at work.
Although I sent the information the user wanted from the phone, my heart was full of a sense of accomplishment. But with the passage of time, the accumulated business repeats "hello", "sorry" and "thank you" hundreds of times every day, and that kind of passion becomes dull and the novelty no longer exists. After a while, I saw the operators who were praised frequently and the excellent operators around me. I was very moved and wanted to change. So I strengthened my study and humbly asked my colleagues. Finally, with the help of my colleagues and my own efforts, my service has been improved and my efforts have been rewarded.
Through one year's work, I think to be a good operator, we must do the following:
1. We should adjust our mentality, adhere to the principle of customer first, and treat every customer with a kind and thoughtful service concept. Let users come with doubts and get explanations. At this time, a heartfelt "thank you" from customers can make us extremely happy, and this kind of happiness is also the motivation to receive every user. Only in this virtuous circle can we really do a good job.
2. Have enough patience and good temper. Because some customers are difficult to communicate, sometimes it is difficult to communicate invisibly because customers are not strong in expression. Some customers even yell at each other as soon as they get through the phone, so we should have enough patience and temper, serve attentively and talk with a smile, and believe that the other party feels that you are serving attentively, which can promote the solution of the problem.
3. Be careful 12 points. Because carelessness will bring a lot of trouble to others.
4. Terms of service should be standardized. We can't talk casually as usual. It may be difficult to say those service terms naturally at first, but after a long time, we can say that context naturally.
5. We should study business technology hard, enhance communication skills and skills, master various businesses and relevant regulations within the scope of transfer, and constantly strengthen our own learning.
6. Actively cooperate with colleagues, be modest and courteous, take the overall situation into consideration, prioritize and ensure key points.
7. Do a good job of reflection. After every day's work, summarize what you neglected in the day's work and remind yourself that you must not make the same mistake tomorrow.