Customer service self-evaluation 1
I am fortunate to be a member of the warm family of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Although the study time in this position is only four months, I have benefited a lot from it and am deeply impressed. The following is my evaluation of the work in the past year:
Ideologically: on the one hand, strengthen political belief, strive to improve ideological awareness, and establish a customer-centered service ideology. Through study and practice, I further realize the importance of "customer-centered" in CCB.
During the training period, I learned the service concept of "customer-centered" from the class of provincial leaders, but my understanding at that time only stayed in theory, and I didn't experience it personally. When I arrived at the counter, I found that this was not an empty slogan. In the financial industry with unprecedented fierce competition, only by firmly establishing the customer-centered idea, serving customers wholeheartedly and creating more convenience and wealth for customers, especially in this era of unprecedented fierce competition in the financial industry, only by firmly establishing the "customer-centered" concept and effectively serving customers can we be invincible in the competition.
In business, I have also gained a lot. I was no stranger to banks when I was at school, but my understanding at that time stayed at the economic theory and macro level, and I didn't know much about the specific business of banks. When I came to the counter, I found that the bank didn't only handle deposit and withdrawal business as I knew before. There are still many businesses I don't know, and I still have a lot to learn. With the help of my colleagues, I am basically familiar with the operation process of the savings counter, and I have also achieved a relatively skilled operation of the dcc operating system for personal financial services. I can work as a cashier independently, undertake corresponding responsibilities and obligations, and understand the comprehensive evaluation of performance management and the corresponding incentive and restraint methods.
I also use my spare time to seriously study other related financial business knowledge and open up learning space. With my love of literature and more practice on weekdays, I have the necessary skills of writing evaluation, investigation and statistical analysis, and can timely analyze the market demand, products and channels, customer suggestions and other issues found in customer service, and try my best to solve problems and difficulties in the best way.
In short, in this internship, I not only learned a lot of knowledge that I didn't have in books, but also determined my study and exercise goals, corrected my work attitude, tested my work enthusiasm and patience, and strengthened my work determination. At the same time, in the contact with pedestrians, the CCB spirit of "teamwork, dedication and innovation" inspired me, and the work style of "honesty and affinity, rigor and standardization, seeking truth and being pragmatic and striving for progress" was deeply left in my mind.
During this time, I also feel that my differences in many aspects have improved and improved, laying a good foundation for studying accounting and account manager positions in the future. A good beginning is half the battle. I believe that in the process of the next internship exercise plan, I will work hard to learn more knowledge with greater enthusiasm and complete the grassroots exercise work with good quality and quantity.
Self-evaluation of customer service II
The year of 20__ was a year in which the customer service department deepened its service and comprehensively improved its comprehensive business skills. Under the leadership of department leaders, Qi Xin, each team of customer service department, worked together and cooperated with each other. With the goal of "providing high-quality service and improving business level", the customer reception office has done a good job in visiting reception and actively coordinated and solved various complaints and consultation problems reflected by users, and the service work has achieved necessary results. 1——1February, the customer reception desk learned about 65 1 questions reflected by users, and made more than 365,438 telephone inquiries, with a complaint handling rate of 100% and a customer satisfaction rate of over 98%. The work evaluation for 20 1_ year is as follows:
First, deepen the systematic learning business and constantly improve the comprehensive quality.
In April this year, after attending the training and study of _ _ _, the customer service receptionist further developed standardized services on the basis of strengthening the study of the responsibilities of the original water supply service reception post and being familiar with the work processes of various ministries; And make sure to master the common problems and business knowledge of water supply issued by customer service department, further strengthen the comprehensive business level, in order to deal with all kinds of inquiries from users, solve problems reflected by users in time, and lay a good foundation for improving the company's customer service level.
The second is to improve the service details and grasp the service focus.
According to the actual situation in the work, the customer reception desk constantly improves the service details, further refines the "Statistical Table of Complaints Records of the Month" and various service records, which is convenient for reference at any time and makes the work run more orderly; Visit registered users in time every month in order to master the work completion scene. Since September, in order to further improve work efficiency and prevent buck passing, the customer service department has strengthened the use of "work contact sheet", signed the problems reflected by users with the report, and tracked the implementation in time. For the "three-come" users, the receptionist always provides warm service and patient answers, responds to all complaints one by one, strictly implements the "first inquiry responsibility system" and "one-stop" service, and expresses satisfaction and recognition for our work.
Third, make joint efforts to solve the urgent needs of users in time.
In daily work, the customer reception desk often receives information about water supply reported by the mayor's hotline office and newspaper network. In this special situation, the customer service receptionist promptly reflected the problems, actively communicated with the users, coordinated the relevant departments to go to the scene many times, formulated measures, resolved contradictions, found out the reasons, and tried to solve the users' various water difficulties as soon as possible to prevent users from causing trouble with water. When encountering users who don't understand, the service staff will patiently explain, publicize the water supply laws and regulations, explain the water supply knowledge, and explain clearly what users don't understand, so that their problems can be dealt with and users can be satisfied as much as possible. On one occasion, an owner came to the reception room angrily and shouted to reflect the problem. The receptionist _ _ asked why, and began to call to implement it. Because the situation involved is complicated, the boss couldn't wait to implement it step by step, so he lost his temper. When the receptionist explained further patiently, she threw everything on her desk on the floor. _ _ In order to ease the atmosphere and users' emotions, Comrade tried to hold back his inner grievances and apologized to users. Although she couldn't be calm for a long time afterwards, she adjusted her mind in time to continue her work for the sake of the company's image. The work of customer service is ordinary and trivial, so dealing with various user demands and resolving contradictions in time has become a compulsory course for receptionists. Because of work needs, the number of customers at the reception desk has been adjusted to five this year. Everyone has met unreasonable users. No matter how difficult it is, they will focus on maintaining the company's image. In order to carry out their work smoothly, they will first let go of their emotions and help each user solve the problem. No matter who is here.
At work, everyone keeps in mind the purpose of customer service and the responsibility of service, and is diligent and selfless for the benefit of the company and the image of the company, regardless of personal gains and losses. In order to improve work efficiency, receptionists actively communicate with water supply hotline, water supply business hall and other relevant departments, understand each other and help each other, solve the problems reflected by users back and forth but not implemented in time as soon as possible, and strive to solve users' problems satisfactorily in the shortest time, further enhance the image of water supply industry, improve work efficiency and reassure users about our work.
Of course, there are still some shortcomings in our work. First, the current reception and service tasks are heavy and there are few people. The on-the-job receptionists are constantly changing, and the professional level of customer service staff needs to be further improved. Second, there are few opportunities for systematic training, and experience can only be evaluated on the job; Third, humanized quality service is not enough, and it needs to be improved in the future service work. We should constantly draw the essence from our work experience, apply what we have learned, improve our overall quality, and thus enhance the company's good social impression.
Looking forward to the new year, we should forge ahead. According to the requirements of the Party Committee and departments, the following work should be carried out around the work of the company and the customer service department in accordance with the 20-year work plan and responsibility objectives:
1. Organize customer service personnel to study various businesses, employee manuals and company management systems regularly, strengthen service awareness, improve service materials, improve service quality and deepen quality service;
2. Do a good job of summarizing and arranging all kinds of record forms and paying a return visit to users in time every month;
3. Actively communicate with relevant departments of the company to avoid, delay and dispute, and improve the efficiency of solving various problems reflected by users;
4, do a good job in the monthly safety and health work of the department;
5. Complete all tasks temporarily assigned by the company and departments.
In 20 1__ year, we will complete all the work with innovative service spirit, thoroughly implement the service commitment and the "first inquiry responsibility system", strengthen the "one-stop" service concept, improve the timeliness of work, enhance the initiative, enterprising and creativity of work, make users more satisfied, and strive to achieve new achievements in customer service and all the work in 20__ year!
Self-evaluation of customer service work 3
20 years is coming to an end, and the lost time has become history. Only today belongs to us, and only today can we grasp it! We should learn to be grateful and happy in prosperity, mature and strong in adversity! Learn to create brilliance with vitality and make our life more exciting. Failure is not the mother of success, but the evaluation after failure is the mother of success. Below, I would like to talk about my work in the past year to all leaders and colleagues. If there are any shortcomings, please criticize and correct them.
First, strengthen service awareness and stabilize customers with high-quality and efficient services.
As a front desk teller, the window is extremely important, and the quality of front desk service is directly related to the impression of the whole bank among customers. In the daily business process, I pay attention to the cultivation of service consciousness, integrate humanized service and family service into every bit of service work, practice the concept of "customer-centered" of our bank in a down-to-earth and effective manner, think about what customers think, worry about their urgent needs, help customers manage their finances, provide multi-faceted and value-added services, and ensure the stability of customers through efficient and high-level services.
Two, strengthen the construction of internal control system, prevent and resolve financial risks.
The Bank organized employees to study the internal control system guidelines and other materials in a targeted manner, focusing on the prohibitive provisions of the Head Office on banking employees and the internal control management system. Pay close attention to implementation and execution, urge employees to strictly implement it to the letter, pay close attention to system implementation from the perspective of preventing business risks, gradually standardize management, improve service level and business environment, impress customers with sincere service and subtle attention, and win customer support. At the same time, I combine ideological education with practical work, find gaps and problems in comparison with work, and truly guard against risks.
Third, strive to improve their own service and professional quality, and strive to serve customers.
20__ is a year of business transformation, and the key to cultivating core customers is to enhance customer loyalty. To enhance customer loyalty, we must put customer relationship in an important position and get due rewards on the basis of improving customer satisfaction and loyalty. Therefore, this requires that when we launch every product and service and formulate every system and process, we should change from taking internal work requirements as the standard to taking customer needs as the standard. The exception is to formulate differentiated service specifications for different levels of customers, and to formulate and implement the overall service plan for high-end customers. It is necessary to establish the concept of "service is no small matter". Continuously improve services; Pay equal attention to expansion and maintenance, and dig deep into customer value. It is necessary to strengthen customer relationship management, forge ahead, and promote the transformation of marketing services from one-way service to interactive service, from rough service to fine service, and from universal service to personalized service, so as to truly form a relationship of benefit sharing, win-win and mutual benefit, and interdependence with customers.
IV. Shortcomings in Work and Future Plans
First, study is not enough. The times are changing, the environment is changing, and the work of banks is changing from time to time. Every time something new appears and a new scene occurs, there is still a lack of sense of urgency and consciousness in learning to cope with this severe challenge. Learning new knowledge, mastering new theoretical basis, professional knowledge and working methods to adapt to the changes in the surrounding environment all require me to improve my ability to perform my duties with the changes in the situation and cultivate myself into a CCB employee with comprehensive business. This is my goal. Second, they are not proficient in certain businesses. In my future work, I will carry forward my achievements, overcome my shortcomings and work hard in the following aspects: 1, and strengthen my study. I will make unremitting efforts to learn new business knowledge in the bank and apply it to practice to better meet the needs of CCB's development. 2. Strive to improve work efficiency and quality, and cooperate with leaders and colleagues to do better.
Finally, this work has made necessary achievements in the past year, but there are still many shortcomings. I still have some shortcomings in the handling and operation of some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, give full play to my strengths and make up for my shortcomings. In the new year, I will set new goals for myself and meet new challenges with full mental state. Learn from other colleagues, learn from each other's strengths, exchange good work experience with each other and improve together. There will be more opportunities and competition waiting for me next year. I am secretly encouraging myself. I must gain a foothold in the competition, and my eyes should not be confined to the small circle around me. I should focus on the overall situation and future development and strive for better work results.
Self-evaluation of customer service 4
Although I haven't worked in _ _ _ for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with a lot of work materials that I haven't touched before or even thought about. These are all challenges, promotions and growth for themselves.
Looking back at the work scene of 10, I am mainly responsible for two aspects of information: one is the update of website information, and the other is _ _ customer service. I'm not very satisfied with my performance because neither of these two materials has been completed well. Let's explain in detail the completion of this work:
I. Network Work Data
1. Update _ _ website _ _ campus news, including campus news, exam information and _, so that people who browse our website can have a glimpse of our students, master our daily news, learn English exams and study abroad.
2. Publish articles on the blog channels of websites such as _ _, _ _, _ _ _ to promote _ _ English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu to understand the relevant information about _ _ English school and master the latest views and needs of _ _ English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and Shenyang local forums, Baidu Post Bar and other places.
6. Write an article on English public welfare activities-high school construction.
7. Compile the new column of _ _ English website-information about IELTS score guarantee plan.
Second, the customer service consultation scenario
Among the many visitors in the school, one way is to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so I also have higher requirements for my work materials. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. This month, after the customer service work is completed, I am not very satisfied with myself. The main problems are as follows:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a complete skill, so that he just wants to consult first and then he is really attracted to our school.
In view of the above problems, I intend to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the customer service consultation materials of last month, find out the problems in communication, change the communication mode and tone, try to guess the speaker's psychological activities and improve the consultation skills.
2. Strengthen the publicity of _ _ English on the website, and add 53 customer service links on the page of the article as much as possible to improve the click-through rate.
3, improve their professional skills, and sometimes occasionally because of the problems raised by consultants, so as to change their mentality, improve their professional skills, and increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Self-evaluation of customer service work 5
I have been a customer service worker in China Telecom for three years. In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my promotion has been straight up, slow but not slow, thin and solid. Because as a customer service staff, I know to do basic skills well, keep smiling, behave appropriately and be patient. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Better self-growth training. 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. I was sent to work in _ _ as an outstanding representative of affinity training in _ _ _, and was arranged to exchange and study in __ 10000 in _ _ _, during which my suggestions were adopted by leaders many times. Because of my outstanding achievements, I was named _ _ _ excellent employee of the year. I have a wide interest in entertainment. Love writing. Last May, it was adopted as a valuable advertising slogan in the "Telecom Product Advertising Solicitation". In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
When doing customer service, people say, "this is a thankless thing." Indeed, the things that customer service needs to deal with are sometimes trivial. I am very busy every day, and I will meet all kinds of customers every day, such as polite, rude, grateful, angry, reasonable, unreasonable and dialed the wrong number ... At first, my mood will change with what we meet and the customers we 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 about it. Very immature. 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 when I was connected, I encountered many difficulties. 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. But I didn't give up on myself, but I was always looking for shortcomings, not ashamed to ask questions, strengthening business accumulation and learning, and taking 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.
.
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. When I received his phone call, he was quite excited. 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, do we study more for users or are we afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you change your mind 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, study thoroughly and do it right. The so-called thinking for customers, sharing worries for customers, and realizing customers' wishes can never be accomplished by saying "Sir, I can understand your feelings", but we need to have a sense of responsibility, be good at analyzing and handling certainty and execution, so as to truly realize our wishes for customers and enhance our company's service quality and service image. This is a good opportunity for everyone engaged in the customer service industry, both physically and intellectually.
Challenges, however, such challenges make my life wonderful and full.
To be a qualified customer service staff, I think it is far from enough to do a good job. 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". The sentence "We will transfer it to the business department, or we will transfer it to the department (directly name the department) to handle it for you" is easier to understand than "We will transfer it to the relevant department to handle it for you", and users will feel that it is not perfunctory.
I often exchange experiences with my customer service colleagues, tell our customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. 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.
Five self-evaluations of customer service posts in 2020;
★ Five self-evaluations of telephone customer service in 2020
★ Five Personal Annual Work Summaries of Customer Service Department in 2020
★ Five Summaries of Customer Service Personal Work in 2020
★ Five cases of personal experience in customer service work in 2020
★ Five essays on self-evaluation of customer service positions
★ Customer Service Personal Work Summary 2020 Excellent 5 Articles
★ Five self-evaluation templates for customer service positions
★ Summary of Five Selected Customer Service Work in 2020
★ Summary of customer service work in 2020: 5 essays
★ Five articles on salespeople's job self-evaluation in 2020