Personal Work Summary of Mobile Operator August 8- 10/0, worked as a customer service operator in a mobile company, 10086. After two months of work, I have a certain understanding of customer service. Now I will summarize my feelings and understanding of customer service as follows:
1. Basic skills and quality requirements of customer service personnel:
The basic skills required by customer service personnel need to have good service spirit, good communication skills, fluent Mandarin, careful and meticulous work, good team spirit and cooperation consciousness, strong discipline and good mentality.
As a customer service staff, 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. The customer's personality is different, and his outlook on life, world outlook and values are also different, so customer service is to satisfy customers according to their own preferences.
(2) Don't promise easily, and keep your word. Customer service personnel should not easily promise anything to customers, which will make their work passive. However, customer service personnel must pay attention to their promises, and once they promise customers, they must try their best to do so. When I worked as an operator in a mobile company, the company stipulated that after receiving customer complaints, it must be handled within 48 hours, which is the embodiment of reputation and the basic requirement for customer service.
(3) Be brave in taking responsibility. Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, which should include all the losses brought by the whole enterprise to customers. So in the customer service department, it can't be said that this is the responsibility of that department. All responsibilities need to be solved by customer service staff, and you need to be brave enough to take responsibility.
As a customer service, 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 customers, what they want most is the help of service personnel. Therefore, customer service personnel 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.
There is still a long way ahead. Only by being a down-to-earth person, doing things seriously and learning from each other's strengths can we become mature and sophisticated, keep forging ahead and win our own glory.
Personal Work Summary of Mobile Operators 2 Time flies. I have been working in the office of Logistics Service 10086 for half a year. Looking back on my ignorance, I only had a simple and superficial understanding of the operator's work-answering the phone. With the in-depth training and increasingly skilled skills, I found that the seemingly simple process of answering the phone actually included communication skills, etiquette, work attitude, responsibility and a "thank you" from the customer, which changed my understanding of this job from cognition to knowledge.
The work of operators looks glamorous, but it is not. I remember on my first day at work, I observed that the senior telephone operator answered the phone so smoothly, fluently and politely, and a huge exclamation mark flashed in my mind-the phone could still be answered like this! I secretly made up my mind that I must master this skill. Only by working hard can I be comfortable in my work and face it easily. From the aspects of traffic etiquette, service scope, standard records, etc. After mastering the basic content, I tried to answer the phone. I was nervous and hesitant at that time, but with my constant efforts and the constant encouragement and support of my colleagues, my nervousness and fear became less and less. While I became more proficient in answering the phone, I became more and more confident.
In the face of the subsequent operator skill competition, I am full of confidence, actively familiar with the campus environment and carefully prepared. At the same time, signs of complacency have begun to breed. After written examination and practical examination, I clearly found that I still have a big gap from an excellent telephone operator, which also tested my own problem-the basic skills can not be used flexibly. Once again, I calmed down and began to practice from the basis of telephone work, firmly believing that I could achieve excellent results in the next skill competition.
Our department is the logistics window for all teachers and students. As an operator, his own words may become the focus of attention. "There are no small things in my work" and "prepare for a rainy day" are my tips in my work. I believe that through my own efforts, I will definitely contribute to the brand building of the department.
Summary of personal work of mobile phone operator I haven't been an operator for a long time. Compared with many experienced operators, 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, the more I have to pay more energy and time to study than others in order to keep up with everyone's pace. When I first joined the xx platform, with my hard-working attitude, I was not only familiar with the operation and processing flow of the voice platform, but also had a deeper understanding of the whole operation flow of xx equipment, which made me more handy in my work.
But as a mass service window and an ordinary customer service representative, I need to communicate with customers and answer their inquiries and questions besides knowing some simple technical and professional knowledge. 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. Therefore, I actively participated in various service knowledge trainings organized by the organization, learned relevant services and communication skills through the Internet, and applied them to service work.
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, do a good job of "passing, helping and bringing" new comrades and strive for common progress. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.
In the first few minutes of talking with the caller, I listened attentively to the caller's information, maintained a polite attitude and improved the quality of my work. When encountering complaints and feedback, we should understand all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users, and let them worry about what customers think.
In the continuous study, I found that my life has become rich and wonderful. Originally silent, I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities. So in the new day, I will make persistent efforts and do better.
How time flies! In a blink of an eye, I have been busy in xx customer service center for more than half a year. Looking back on the past, looking forward to the future, looking back on the dribs and drabs of the past six months, there is no best for me, only better.
Summary of personal work of mobile phone operator 4 I worked in XX line of XX company for three months unconsciously, from the first five shifts to the system of seven shifts and five shifts. According to the telephone volume and actual work needs, the company and the center leaders have adjusted the working hours of the operators three times to ensure the quality of the operators' work and give them enough rest time. This makes me fully embody the excellent leadership science and "humanized" management system.
On the other hand, in April, it was our group's turn to go to work during the day, and more people went to work during the day than in shifts, which also gave me a good exercise opportunity to test how to manage my team well. The cases that the day shift comes into contact with are diverse and complicated. Sometimes I will encounter cases that are not within the scope of the center's acceptance or I don't understand the laws and regulations of urban management. I will immediately ask the leaders for advice. Sometimes I feel like I am in a war and pay attention to improvisation. Because the work can be arranged flexibly according to the actual situation at any time. Generally speaking, as the monitor, I will answer the complaint phone with the team members. When there are many cases, I will dispatch them in time. Otherwise, the district special line can't handle it immediately, which directly affects the case response rate of the center.
Mentality plays a vital role in work, study and life. Many things are directly related to mentality. Peace of mind will naturally make things much easier. So at this moment, I will still do everything seriously and responsibly, and do my best, but I will not be timid and afraid of making mistakes again. Even if you don't do well, you will leave yourself enough time to reflect and sum up, instead of blindly falling into remorse and chagrin. In addition, the improvement of work skills is a homework that must be done forever, and stagnation means retrogression. So I try to use my spare time to study more, practice English more for emergencies, communicate with others, learn and exchange work experience, and often think about how to be a good shift supervisor and how to improve teamwork. Whether it is mentality or skill, it is also a kind of accumulation, which takes time to bear.
Sometimes tourists come and citizens come one after another. I remember one time I wanted to go to the bathroom but I couldn't get away. I have to endure until the end. Team members will ask you questions about the case from time to time. Sometimes I am too busy. Because there are many people going to work during the day, it is necessary to arrange meal time and rest time reasonably. Sometimes it is impossible to guarantee that everyone will take an hour off, communicate and coordinate with team members, and make arrangements. In order to ensure the smooth line, everyone is willing to shorten the lunch break, which is very rare.
I deeply understand the hard work of shift work. Through working during the day, I realized that my colleagues who used to work during the day were also hard, and I deeply realized that I should not be careless during my work, don't care about personal gains and losses, and always think about the overall situation.
I didn't do well in all aspects in March, because some personal problems involved me, and the single supervisor also took the initiative to understand the situation with me. I also promised to do better next month. In this way, my grades in April have been greatly improved. From this point, I understand that I should not bring personal problems into my work. This also proves that everything depends on people's efforts, and mistakes must be corrected. Most importantly, I realized that "I don't make excuses for failure, I just find ways for success". In the future, I will continue to work hard as I did in April. This is my deepest experience working there.
Summary of Personal Work of Mobile Phone Operator 5 20XX years is a turning point in my life, it is an end and a starting point; It carries my growth and makes me mature gradually. Near the end of the year, sum up my 20XX and reflect on my work in the past six months, so that these reflections can lay a good foundation for the work in the new year.
Every post is hard-won, and every job needs to be done with heart. Looking back on a series of processes from registration to typing test to interview, I still can't forget my nervousness in the face of such fierce competition. Being able to work in the 12345 convenience service hotline is a great opportunity and a fate for me. Time passes through our fingers inadvertently. I haven't had time to count the years we have passed together. The 20XX year has gradually come to an end, and I have been with the hotline "12345" for half a year.
Since I started training in April, I have always treated my work and study with full enthusiasm and serious and responsible attitude, and I have always been strict with myself. In May, when the training was over and the hotline was about to be put into trial operation, the leader announced the direct appointment of two English telephone operators as shift supervisors, which really made me have psychological struggle and mental stress for a long time. Although I have worked in a 4S shop for half a year, this job has really taught me a lot, but it is not enough for me to grow up quickly. From small to large, the narrow study and life circle and single social group have never completely separated me from the identity of a little girl sheltered by my family. There are colleagues who are older than me, some who have become mothers, and many colleagues who are younger than me but have far more social experience than me. They are certainly more mature and comprehensive than me in dealing with people, so I often doubt myself, fearing that I can't do well and that I can't be competent for the work of the shift supervisor. In the first few months, I was very nervous, self-abased, sensitive and made some mistakes, so I was always uneasy.
Be diligent in thinking
Innovation is the soul of a nation's progress and an inexhaustible motive force for a country's prosperity, and the premise of innovation is thinking. Society is different from school, and work is different from study. Convenience service center is a newly established unit in 20XX. As the saying goes, "everything is difficult at the beginning." How to build and implement this platform is a problem that every staff member should think about. As one of them, from the development of the whole "center" to the news to be written, we have to think every day. Over the past six months, my focus has been mainly on words, but government documents are different from girls' words, rigorous and decent, and I keep thinking about how to express them more appropriately and wonderfully. Work is more expensive than thinking, while thinking is more expensive than diligence. Everyone has a responsibility in his own work. Leaders often say that "there is no small matter in civil affairs." Although it is different from the telephone operator's direct dialogue with citizens on the front line, I can write a wonderful article and an incisive news to let more people know about our work. Aren't I writing a chapter about convenience?
Be agile in doing things
Diligent thinking is bound to act quickly. This is a special platform. Hundreds of phone calls are made every day, some are very difficult and important, others are very simple and trivial. Should it be treated differently? The answer must be no! We say that what we want to build is a "connecting line" and a "caring line" between the government and the people. Such a height must have such professionalism. Operators work so hard, so do we. As a new unit, the center has been striving for various honors for half a year. From "youth courtesy" to "worker pioneer", my task is to make a good explanation, present our style and work at the moment to the public, and let this unit get more recognition and affirmation.
Leleder
Half a year's work is half a year's growth. Over the past six months, with the help of colleagues and the tolerance of leaders, I began to understand and be familiar with this job, to understand what responsibility is, and to learn to take responsibility. Of course, I also know more about my own shortcomings and can't always think more about others. I find that I know very little about myself. Colleagues and leaders around me are role models for me to learn, and life is my biggest teacher. Be a conscientious person and make life work for me.
We are always feeling that time has passed and the years are ruthless. What time takes away is actually our immaturity and deficiency, but what we leave behind is an extremely precious gift-growth and experience. When I was a student, I yearned for the life of "picking chrysanthemums under the hedge and seeing Nanshan leisurely". Only after working did I realize that helping others with my own skills is the real life I should pursue. Because there are too many people's expectations of us, for those who love us, believe in us and need us, for this great era, we must constantly improve, grow healthily and make unremitting efforts!
Personal Work Summary of Mobile Operators 6 When I first joined xx, I became familiar with the operation and process of voice platform through my own efforts, and I was able to work with ease. Will be summarized as follows:
First, carry out learning, improve quality and ensure service.
With the rapid development of the times, users have higher and higher requirements for power supply enterprises. Only by improving the quality of agents can we meet the demand for quality service. Deputy Secretary X of the Central Branch participated in team training for many times, and the business training every Friday morning was firm, mainly including system operation, power accounting, power metering, business development, legal knowledge training and political study. Sometimes we will discuss the difficulties in our work. Recently, the service hotline of xx officially extended to the county level. In order to straighten out the business process, I used my off-duty time to study in xx company, and the master explained the problems on the spot, which made me have a deeper understanding of the distribution network in xx county and improved my business knowledge. I also collected a solution to the common metering device problems in xx.
Second, sincere service, five-heart hotline
1. Why is the customer unhappy? Why is telephone consultation upgraded to telephone complaint?
At present, the problems of telephone charges and internet traffic that citizens are generally concerned about have caused customers' complaints. Treat them with enthusiasm, warmth, care, patience and perseverance, and don't use tone to appease customers to express empathy and let them hang up with satisfaction.
2. "Can you help me check the telephone bill?" With the enhancement of users' awareness of rights protection, higher requirements are put forward for our services. The typhoon struck, and the bad weather caused a large-scale power outage of the line gate, which brought inconvenience to customers. The incoming calls were full of complaints and abuse, but they always adhered to the policy of "eight years unchanged", listened carefully and patiently explained that the reason for the customer's power outage was a natural disaster. They were making every effort to carry out emergency repairs and strive to resume power transmission as soon as possible. In summer, the call center is full every day, and everyone's wish is to facilitate thousands of households.
3. Establish an image brand
Xx power supply service hotline is a smiling window and a bridge and link between power supply enterprises and society. Provide 24-hour business inquiry, business development and other value-added services, strengthen knowledge, shape their own image, and enhance their ability to deal with emergencies.
Third, there are shortcomings.
Over the past year, through efforts to improve the professional level, but the weight is still insufficient. Know more about X and quality service at ordinary times, and don't be shy to ask questions. In the future work, we should have dedication, experience and absorb the essence, and hope that our service will win the satisfaction of customers.
Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than half a month. In order to better promote my work, I will summarize and report my personal work for half a month as follows:
When I first entered the company, I have been learning service terms, the operation of work pages and the intensive practice of Mandarin. At that time, the monitor said that my good word "hello" was incorrect, and I have been repeating the word "step up practice" since then. On Friday, when our new employees took the collective exam, we heard the monitor say, "Hey, your word' good' has been conquered!" A good mood is happiness. Yes, it is said that details determine success or failure, and many people will ignore it. 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. After the exam, this week, our new colleague finally lived up to his previous efforts and was recognized by the actual operation of the work page. All our new colleagues can't wait for this news.
But often many things we think are just the beginning. As long as everything is ready. Everything will be fine, but the result ... is not as good as we thought. Usually, several new colleagues practice together, and they all feel that they can do it and there will be no problem. At first, I was a little nervous when I sat in front of the computer and heard the phone ring. Sometimes I forget to press the call in time when I am nervous, and sometimes I forget to look at the warm tips on my head in time. Fortunately, there is nothing wrong with the service language and operation, but it also affects the operation speed because of the tension in front. Later, after talking with new colleagues and consulting with old colleagues, I realized that most colleagues had had such a transitional period and were more or less nervous. As our monitor Chen Chao said, as long as we adjust our mentality, we can do nothing bad. Yes, I will never allow myself to do such a simple thing well. I believe I can do it! After that, I try to take a deep breath every time I sit in front of the computer, and then adjust my mind. More times, I feel that everything is used to it and the working procedure is natural.
On August 1 day, after a tense exam for all operators, we finally got to work alone. Although I am very nervous, the result of the exam is not my best performance. But this will not affect my future work. I believe that I will always adhere to the principles of the company, strengthen my study in the future work, and do my best to do my own job.
I started to work alone this week, and I haven't encountered any special circumstances at work, so every call was transferred smoothly.
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.
Answer the phone. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the company's "one phone call every 10 second" at the fastest speed.
Cheerful expression and tone. One of the basic characteristics of our work is that we don't meet callers. We transmit information through sound, 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 simple tone, and appropriate words, which will give the caller a pleasant feeling and make the caller infected by our simplicity and pleasure and do his work better. From the moment I took office, I made up my mind to be a qualified and excellent telephone domain name operator. 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 learn from small things, learn from small things.
I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice, but this cannot 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.
Everyone says that if you want to do a good job, you must first love it. In this nearly a month's work, I found that I like this job more and more. In my future work, I believe I must abide by every rule and regulation of the company, make a good work plan for the operator, carry out every work flow and remember every standard clause. Be strict with yourself: there is no best, only better. I clearly understand that there is still a big gap between me and an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and do better in the future!
Summary of Personal Work of Mobile Phone Operators 8 20xx is near the end of the year. Looking back carefully, it's been a year and a half since I came to the front desk and the telephone class. From a timid primary school student who knows nothing, I have been able to deal with problems independently and decisively at the moment. During this period, I grew up and matured a lot, and I also saw my own shortcomings. Summarized as follows:
Over the past year, my business skills have been greatly improved, and I can finish my daily work independently. At the same time, I can also work hard to complete other tasks assigned by the leaders, participate in various training and learning organized by the station and departments, and go out of the station after work to publicize the shift scene of the main marketing station.
At work, my colleagues around me are all my teachers. My colleague Liu Jie's capable work style and flexible service skills, Wang Jie's calm and elegant temperament and patient and meticulous answers, Xiao Hu's skillful business knowledge and humorous sunshine mentality, Li Na's optimistic attitude of being eager to learn and cheerful, jie feng's earnest and meticulous attitude, etc., all influenced me unconsciously, making me constantly learn and improve. I know I still have many shortcomings, but I am confident to do better.
Although there have been some improvements in this year's efforts, there are still many shortcomings, and the following points need to be improved:
First, the work mentality is not stable enough. When I met individual passengers calling, I had a bad tone and no patience when answering questions.
Second, there is a lack of summary in the work. Unable to sort out and summarize in time after work, lack of work goals.
Third, there is not enough work energy. Work lacks vitality, complacency and creativity. Be able to finish the task seriously, but lack the initiative to undertake new work.
In view of the shortcomings in our own work, we will continue to improve in the future work and do the following:
First, adjust mentality and strengthen patience. In the future work, we should properly adjust our mentality, think from the passenger's point of view, find the most suitable working method, smile with heart, serve sincerely, truly treat passengers as friends, and try our best to answer every passenger's inquiry call perfectly.
Second, pay attention to details and strengthen communication. Pay attention to service details, standardize service terms, and publicize that the main station is fully in place. Strengthen communication with colleagues, find out your own shortcomings in time and learn from work experience.
Third, summarize in time and accumulate continuously. Analyze the problems in work in time, constantly correct them, be good at sorting out, sum up experience and strengthen the ability to deal with problems. Learn more from colleagues' good working methods, learn from each other's strong points, and constantly improve their work to create conditions for future work.
Fourth, improve the awareness of active service, take the initiative to undertake work tasks, give good ideas for the self-department, and actively participate in various activities.
I remember the day when I first came for an interview, Li stood and said to me, "The work at the station seems simple by persistence, but it is not easy to insist on doing every little thing best every day." I have always kept this sentence in mind, and I will work harder in the future, with this zero-point mentality and down-to-earth attitude.
Finally, I want to thank every leader and colleague in the customer service center. Thank you for your guidance and help during this time. I will go all out to work every day in the future. Come on!