The summary report of supermarket management has been completed in the first three quarters of a year. With the unremitting efforts and persistence of all staff, the tasks in the first three quarters have been basically completed. Specifically divided into the following aspects.
1, improve service quality. First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, we will carry out construction in customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and implement in-store mutual inspection and departmental self-inspection. The service office will lead a team to conduct joint inspections two or three times a week, and issue inspection and rectification notices according to the results. Participants include service office staff, department foreman, supervisor and floor duty manager. Site management will be responsible step by step, and services will be managed at the company level. Department level of each commodity department? Monitoring level? Manager? Come on, employees. Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards of all staff and established service management files for all staff. For employees who violate discipline for more than 6 times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and improve the service quality in an all-round way, thus creating the best service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.
2. Receiving and handling customer complaints. This year, we have repeatedly trained floor managers in the form of regular departmental meetings or communication meetings, special training, etc., focusing on standardizing their own reception forms and services, standardizing complaints, reception etiquette, reception procedures, implementation of treatment results, floor reception and records, regular inspections by service offices, and penalties for irregular managers. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of floor managers to handle complaints has been improved. In the first three quarters of 20 years ago, the service office received 3,765,438+0 complaints of various types. The completion rate is quality in 224 cases, service in 9 cases, comprehensive 1 case, and emergency in 7 cases. In terms of emergency handling, we renewed the insurance agreement with the insurance company for the third party liability insurance premium of RMB 3,000.
3. The scope of personnel management inspection is comprehensive and institutionalized. Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.
4. In the five major supermarkets, the inspection system is strict, and it is proposed that the inspection focus should be on the floor. Does the manager on duty in the service room do it at the daily inspection site? Sanqin? Hands, legs and mouth. Feedback the problems found in time and communicate with departments, issue rectification notices, put forward rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time, but some problems can not be implemented, mainly hardware problems. We will follow up through on-the-spot inspection and notification, and put an end to the passive situation of talking but not doing. In the first three quarters of 20 years ago, the service office inspected the store and found that 5823 people violated the disciplines of various employees, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.
5. The business skills and professional level of the manager on duty. According to the shortage of duty manager's business, we have made a systematic training plan and trained commodity knowledge and professional knowledge on a regular basis. The manager on duty in our department is the trainer himself. We make use of our weaknesses and make up for them through training. For example, some comrades in our department don't know how to carry out their work, so I will arrange for them to speak. How to work effectively during office hours? , so as to further improve the business skills of the manager on duty and the level of handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters, the Service Office conducted nearly 20 internal trainings.
6, silver shop work. In the specific work, the service office cooperated in personnel recruitment and training according to the unified arrangement of the company. I taught the course of business service specification, which lasted more than 20 class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always deal with problems with customer satisfaction and provide customers with? As you wish? Service. We also have strict requirements for the duty managers of Baiyin Store Service Office, requiring them to manage according to the management level of the head office. Although there is still a gap between the management of the branch office and the head office, we are confident to grasp the management of the branch office.
7. Actively cooperate with the company to complete various tasks.
From participants, executors, planners to organizers, there are duty managers in service offices everywhere in the company's large-scale activities, who can complete all the work put forward by the company in a timely, comprehensive and quality-assured manner, and have achieved certain results, which have been recognized and affirmed by company leaders and human resources leaders. Summarizing the work of the service office in the first three quarters of 20_ years ago, although some achievements have been made and recognized by the leaders, the progress of the work is still slow, and there is still a certain distance between the professional quality of the personnel and the level of the manager on duty. Moreover, most departments are new employees, their professional quality is still relatively low, and their experience in handling customer complaints is relatively lacking. There is still a certain distance between them and large shopping centers in developed cities in terms of service quality. Special service? Play the service card, so that customers can not only enjoy the brand culture of Guofang Parkson, but also enjoy the service culture of Guofang Parkson.
How time flies for the summary report of supermarket management. The first half of _ passed unconsciously. However, I still clearly remember what a difficult process I went through when I first took office, and the pressure was unprecedented. I spent more labor and effort to overcome these problems than before. The company has arranged for me to take over as the counter manager of Kuankuo _x in the paddock, but I am a little hesitant in the face of fierce challenges. I don't know if I can shoulder this heavy responsibility. Seeing that the brand of the counter is complete, the popularity is high, and the staff are United, I thought I would know when I came. I put down my burden, devoted myself to my work, and tried my best to complete the tasks assigned by the company, so I worked hard for a month and then challenged for another month. After half a year, I am very happy and gratified to see more customers recognize our brand, which gives us a better development prospect and a bigger goal for the future.
I. Performance 65438+10-June The overall task was _ _ _ _, and 96% of the task was actually completed. After six months of unremitting efforts, the outstanding achievements are two months, February and April. At the same time, the task was overfulfilled by 24%, and the other months were around 40,000-56,000. In May, the shopping guide of the cabinet group left one person, but it did not affect sales. Although the task was not completed, we persisted. In June, the second-tier brands completed 96% of the sales tasks, and some of them were affected by the withdrawal of cabinets in May.
II. Promotion activities: A large-scale promotion activity was held in _ x years, from June 4th to June 6th.12, with a total task of 8000. But we have only finished more than 6,000, and the task is not ideal. I learned a lot from it. 1 Sending orders is not active, and some customers don't know that Yuanda Osman is doing activities. Store 2 didn't broadcast it often, so I gave three gifts.
Third, the company had a new checkout process in May, which was related to the problem of guaranteed bottom and over-guaranteed. I still don't understand it because I haven't been exposed to such accounts, but I know I will try my best to complete the promotion task arranged by the supermarket (the task is not excessive) and reduce the financial loss of the company. I will study hard for the questions I don't understand until I learn them.
After half a year's work, I know that to do a good job in cosmetics shopping guide, I must do the following. 1 Always keep a good working attitude. For example, if we lose customers at work, or if several customers fail to introduce products in succession, we are easily discouraged and in a bad mood. I only think that bad luck today will lead to inattention, and I will lose my enthusiasm and confidence when I meet my customers, which will affect my future sales. 2 Look at the face and the color, which varies from person to person. For example, students use different sales techniques. I find that such customers prefer branded products with strong trends and advertisements. When introducing second-line brands, it is more difficult and requires patience. You can briefly introduce the product first, and then tell him why students have acne and blackheads on their faces, and what problems should be paid attention to in normal nursing. He will think that we are more professional and can enhance his trust in us. When you face customers, don't just talk about products. Now there are more brands, more promoters and almost the same promotion language. Therefore, when introducing products, it is easy for customers to think that we are only promoting our own products, so that we can't gain the trust of customers quickly. In fact, customers will only listen to you if they trust you, so that they can accept your products. We can ask him how to take care of them at ordinary times to close the relationship, and then introduce the products in a targeted manner.
In our daily work, we will encounter many problems. For joint venture counters, there may be more problems. In June, due to too much supermarket management, I thought about leaving my job, and I was under great pressure to go to work every day. No matter how hard I tried, I still couldn't get approval, but Sister Liu's words gave me confidence. She told me that if there was a problem, I could solve it myself. If I can't solve it by myself, I will help you. If I can't solve it, the company will help you. Gave me great encouragement. I know I'm not alone. We are a family. They will help me and make me more confident to work hard. I remember a short message that inspired me a lot. I will share it with you. A must in the workplace. 1 Diligence is not lazy. 2. Find problems without making excuses. 3. Have a positive attitude. 4.
Summary report on supermarket management III. I joined the Department of Business Administration from _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I deeply feel that I am a terminal operator. The main responsibility is to maintain the orderly operation of the entire first floor site operation order. The specific daily work content mainly includes the standardized management of employees and after-sales service of goods.
Over the past six months, with the concern of leaders, the support and cooperation of colleagues and the joint efforts of employees, I have performed my duties well and successfully invited _ _ _ brand clothing into the market. Basically completed the tasks assigned by the leaders.
As the saying goes? Interlaced like a mountain? . How to be a good floor supervisor is still a brand-new topic for me. To this end, I will continue to study, enrich myself, do one line, love one line, specialize in one line, and read a book without words in one place. We should also learn from leaders, colleagues and employees with an open mind. Learn their professional knowledge, working methods, marketing skills and the art of dealing with people. And stick to it in daily life? See more, listen more, think more and do more. ? Through the organic combination of study and practice, gradually improve their theoretical and professional quality.
Pay attention to standardized management and improve the overall quality of employees. In recent years, the salespeople in counters have been frequently transferred, and new employees are not familiar with the discipline and business operation of shopping malls. I have strengthened supervision and law enforcement in my usual work. Especially the down jacket counter in the lobby on the first floor, most of the salespeople are temporary, and the personnel transfer is particularly diligent. These new employees are not disciplined, such as skipping work, eating and taking care of children. I improved the staff's sense of discipline from the initial reminder to the warning to the final fine. Make some new employees quickly enter the work role, develop good professional habits, and maintain the good image of the mall.
Strengthen on-site inspection to ensure good business order. The job of the floor supervisor is the scene, and the work content is very specific and trivial. This also requires a strong sense of responsibility to ensure that all kinds of specific trivial work are solved on the spot. Make business run orderly and provide customers with convenient and comfortable shopping space.
Adhere to fair, reasonable and flexible handling of commodity complaints. The problems existing in commodities should be based on rules. That is to maintain a good reputation among consumers and try to gain the understanding and support of agents. In the past six months, I have also handled several complaints, and basically all of them have been successfully resolved through consultation between customers and agents. Every time I successfully solve a complaint, my heart is full of sense of accomplishment, and my efforts have not been in vain.
Leading colleagues, 20xx years make me reluctant to part. In the past six months, I have shed hard sweat and tears. It is because I have experienced this little bit of sour and sweet that I keep growing and making progress. In the 20xx years of work, I will strengthen my business knowledge and further improve my field management and my own management level. Cooperate with the store managers to convey reasonable information and suggestions to the agents in time to improve the operation efficiency and image of the mall. I hope I will have a happy work in the future and find more happiness in my work!
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