Online customer service 2022 personal year-end summary (6 selected articles) 1? Engaged in service work for nearly seven years, seven spring, summer, autumn and winter wrote many times. It feels like a relay station, where the comb can calm down, tired heart and burning hope. The customer service summarized that Fan Wen's next journey at the end of the year greatly improved the livestock. No matter how much work service is ordinary, you are always challenging, constantly looking for the meaning and value of work, and always telling yourself: be your own value, go your own way and let others say it. The following is my personal work summary report:
? Customer service representative's customer service work, this feeling is like a person learning to eat Chili, the whole process feels mostly only one word: spicy. If one day you get used to that smell, it won't be the smell that makes you cough or touch your nose and cry. You are already a very experienced old employee. I come from the front-line staff, so I understand the taste. In the past two years, I have been exploring, trying to find a different taste, which can dissolve and melt the "hot" taste produced by the front desk for users. This is the emotional management of operators. After all, most people need to manage your emotions.
? Before every new employee goes online, I will tell them that an excellent customer service representative only has skilled knowledge and superb service skills. I want to improve my professional psychological quality on the basis of the following two points, and learn to treat boring work, life and study as a kind of enjoyment. First of all, for users, to be honest, relatives or friends sincerely provide users with practical and effective suggestions and help, which is the premise of happy work. Then, when consulting, listen carefully to the user's questions and ignore the user's attitude, so as to keep calm and analyze carefully, and take this as a guide to prevent complaints caused by the user's emotional anger.
? In addition, in general traffic management, I found a balance between humanized management and institutionalized management. In order to prevent employees from violating the rules and regulations and affecting their service attitude, a more effective method is to summarize before punishing employees for communication and feel that they are growing up wrongly. It is impossible for a person to bravely face and bear the consequences of his mistakes with some heart and spirit. As the saying goes: if you know your mistakes, you should correct them. It is not necessary. Therefore, there is no need to fan the wrong long-term depression and escape for yourself. "Mongolia has a long and appropriate number" and lives hard. This is the most rational choice and the best lubricant to deal with employee relations. Only in this way can the front desk help to narrow the gap, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
? Of course, we will continue to achieve better results than their experiences and ideas at the same time. We are in an important position, more like a screw, the effective cooperation between the heads of the front and back departments, quality inspection and department managers. At the same time, it also communicates with other organizations or departments in a more harmonious way. In the process of trying my best to do one thing, the font of team 2 was particularly impressive. I was deeply moved by such a story:
? When the flood was brutal, people gathered on the dam and stared at the surging waves. Suddenly someone shouted, "Look, what is that?" Black spots are like a person's head. The waves are coming. Everyone should come forward to help. "That's a ball." An old man said. "Ant this thing, is the spirit. During the flood, I saw a ball the size of a basketball. When the flood came, the ants quickly stuck together and the waves drifted. Ants are on the outer layer of the ant ball, and some can wave water. But as long as the ball can land or meet a big drift, the ants will save it. Customer service year-end summary Fan Wen "Not long after, the portrait of the landing craft soldier on the dock landed with the ball, and the ants opened layer by layer and quickly rushed to the shore. "The water left a big ball on the shore. This is the heroic sacrifice of ant ball. They never climbed up again, but their bodies still hugged each other tightly. So calm, so tragic-so I began to work hard: a cohesive team, like an ant, can quickly generate amazing power in dangerous events, and finally get out of the predicament, help our call center employees, unite as one, not afraid of unreasonable entanglement, users are not surprised, wow, many users are harassed, how to prevent it!
? Fortunately, our call center itself is a passionate and energetic team, and everyone is flowing. If you don't advance, you will fall back. Support and actively participate in team building. With another good monitoring and harmonious cooperation, we complement each other and miss each other. With the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective treatment, survive and continue to improve traffic management. As we all know, business has always been the focus of controversy and complaints. Users can use credit card users to call the highest call center every month for business reasons, and a large part of the monitoring pressure comes from this. Therefore, customer service is always treading on thin ice when dealing with such complaints, so as not to cause complaints to be handled badly. It is often found that it is difficult to decide or influence complaints, and the help and guidance of superiors are always indispensable. To a large extent, it is due to the decompression of monitoring work, which is a sense of stability for people who are burdened with "the sky is falling". There were several such complaints in my memory, but all of them were near misses, which eventually became forging experience and enriched our customer service.
Personal year-end summary of online customer service in 2022 (selected 6 articles) Part II? Tell me another topic related to newcomers. There are many junior and middle managers of enterprise call centers present today. Personally, I think that attaching importance to newcomers is in line with fuzzy management theory. A newcomer to a company, no matter what position he is assigned, is always the dirtiest, most chaotic, worst and most inconspicuous position. With any luck, he has a master. Life is not good, basically relying on personal struggle. If you have personal charm, you can plunder some resources to help him through the adaptation period in the first half of the year. This situation is very similar to the growth of mushrooms. Mushrooms also grow in the darkest and most inconspicuous places and grow well.
? Sell it, or it will rot in the forest. Therefore, don't ask our employees, especially new employees, to lose at the starting line. Because he is our future.
? I swear not to advertise. I really don't want to advertise. My advertisement is on this page, and it will never last more than 30 minutes. This page of advertisement has been stuck in this one. People know me not because they know me, but because they know the platform represented by the roadshow. Our company is relatively low-key and deep, and never advertises, so today I came out to advertise for the first time, Huashu, not that Digital China. Frankly speaking, Huashu is not famous, but this company is not small. We have 70 branches in China, and our main business is concentrated in three branches. One is it application. Companies such as China Enterprise Power, New Network, and China Enterprise Open Source all focus on it application. The second is culture and communication. I believe everyone has seen Confucius, which was shot by China Digital Group and invited by Hu Mei, but the box office is not very good, and it is really impossible to make Avatar. Third, make some contributions to the housing project of the motherland, circle the land in Guangzhou and Wuhan, build some houses and cheat some people's pockets. We have more than 7,000 people working on it applications and advanced platforms, headquartered in Beijing, in the Economic Development Zone. Every time I communicate with friends in the industry, I advocate openness. If you go to Beijing, which is not too far away, and the South Fifth Ring Road, you must come to our place, and we will move to China Digital Park immediately. Welcome to our place.
? I have been a call center for 12 or 3 years, constantly exploring, enriching and revising the principles of employing people, including the principles of employing people. Everyone is talking about choosing, educating and staying. I added two latitudes, cutting and releasing. Choose, choose who? At the top decision-making level of the call center, he will be more inclined to choose someone who is more like himself, just like choosing a wife, not choosing a family and not entering the house. To choose a person, he should have a pleasant human nature and a humble personality. A person who doesn't understand small land is definitely not suitable for customer service. For example, my wife described me as a little mouse. Why did something happen? Others think nothing happened. Do you think the sky is falling? This kind of person is suitable for complaints and customer service. At the same time, customer service is a high-pressure and repetitive work, such as
? If you don't have the ability to release yourself and your ability to resist blows is weak, there is no way to balance life and work. Education, many enterprises are doing very well. Stay, create opportunities and keep your promises. As a manager, keeping promises is the most important lesson. Some of our smart managers are prone to make a mistake, that is, they like to make promises and have time, place and ideas, but they can't do it in the end. If they don't do this, people will be lost and there will be no good words.
Personal year-end summary of online customer service in 2022 (selected 6 articles) Part III? 20xx years passed smoothly. In the daily work of serving customers and owners, the staff of customer service department patiently and meticulously answers the questions and difficulties raised by customers and owners, and gives reasonable suggestions to solve problems for owners. Customer service staff can actively follow up and ask the owner's satisfaction with the treatment process when receiving the owner's complaint for repair, provide valuable customer opinions and information for the property company and the sales department, and show the customer service skills that the customer service staff should have. Cooperate with the daily work of the sales department to complete the weekly delivery work in a reasonable and orderly manner. Moreover, according to the situation in the northern region, the customer service department fully cooperated with the water blowing work arrangement of the community, and at the same time conducted a comprehensive patrol inspection of the public areas in the community building, and immediately conveyed the problems found to the relevant departments for rectification, and found and solved the problems in advance before the customers, providing a good living and sanitary environment for the owners.
? In the internal management work, with the enthusiastic help of the leaders, the customer service department has gradually achieved a clear division of labor, employees have their own duties, the work is smoother, and the implementation and work efficiency have been improved. In the last quarter of this year, in the case of relatively few households, we organized and carried out training on real cases of related properties, staff service standards and behavioral norms, and gradually established a good working atmosphere of system management, process standardization and service standardization. Effectively implement and implement the company's various systems and requirements. The current work is summarized as follows:
? First, housing, occupancy.
? In the first stage, a total of 1086 households were handed over and keys were issued. The remaining 1 17 households have not delivered their houses.
? In the second stage, 800 families were handed over and keys were released. The remaining 425 households have not yet delivered their houses.
? There are 565,438+00 households in the first and second phases of residential quarters in peak season (summer). In the off-season (winter), there are 20 households in the first and second phases.
? Second, the daily maintenance work and completion
? In the first stage, the owner reported the daily maintenance complaint ***237 1, and * * * completed the complaint 1678, with a completion rate of 7 1%. The main reasons for the unfinished work are the color difference of wall paint (stopped in winter), cracks in the wall (stopped in winter), peeling of the corner of the external wall (stopped in winter), serious rain leakage from windows and bay windows, and the effect of repeated maintenance is not obvious. The entrance door needs to be replaced due to scratches, the clothes rack falls off, the wooden floor is soaked in water (the wooden floor cannot be repaired in time), some room keys are taken away by the owner, and the first-phase video intercom line is not easy to use.
? After receiving the second-phase report, the owner reported 2 129 daily maintenance complaints, and closed 1422 complaints, with a closing rate of 67%. The main reasons for the unfinished work are the color difference of the wall paint (stopped in winter), the cracks on the wall (stopped in winter) and the peeling of the corner of the external wall (stopped in winter).
? Work stoppage), serious rain leakage in windows and bay windows, ineffective maintenance for many times, the entrance door needs to be replaced due to scratch, the clothes rack falls off, the wooden floor is soaked in water (the wooden floor cannot be repaired in time), and some room keys are taken away by the owner.
? During the annual inspection, the building management of the customer service department found and reported the problems in the public area of 6 12, and basically solved them. The problems mainly focus on the lack of screen window in the public * * * part, the crescent lock is broken, the corridor induction lamp is not bright, the wall in the corridor is polluted, the wall is soaked by water, and the public * * * pipeline door is damaged.
? This year, the customer service department posted 47 notices. Make the notice timely, detailed, clear and accurate, and actively cooperate with the contents of the notice to make relevant explanations. Posting notices mainly include: notice of water cut, notice of power cut and notice of organizing various activities.
? In addition, the customer service department had better cooperate with the community to open natural gas and other matters this year.
? Third, cooperate with the sales department to borrow keys.
? Cooperate with local business departments to borrow keys for more than 560 times every week, and cooperate with Weihai business department to borrow keys for more than 2 10 times.
? Fourth, blowing water together in winter
? 598 water blowing notices were sent by registered mail, and 92 were returned. ? The second phase of keyless room calls the owner to blow water: 282 households.
? V. Inspection of vacant houses
? In the inspection of public buildings, the customer service staff will check the vacant rooms in the building, and check the operation of the water meter, the integrity of doors and windows, and whether there is any abnormality in the room (including whether there is water leakage, dripping, dripping, and indoor pipes). If anything unusual is found, it should be solved immediately. If there is a big problem, report it to the department head in time and follow up the situation all the time.
? Sixth, study and training.
? In the third quarter, the General Department organized employees to learn the teaching video of property management, so as to broaden the knowledge of customer service staff, get familiar with property laws and regulations and related workflow as soon as possible, and have a deeper understanding and profound interpretation of the property industry. In the fourth quarter, organize employees to understand the real cases, service standards and behavior norms of related properties in the case of few households. The basic qualities that property management personnel should have, the contents and precautions of building inspection, further improve the professional skills of customer service personnel and prepare for the peak occupancy in the coming year.
? Seven, the owner praise
? In a year's time, building managers and owners have become familiar from strangers, won the recognition and affirmation of the owners in their daily service for the owners, and have been praised orally and in writing by the owners for many times, including:
? Xxx, the manager of the 8# and 9# buildings, has received two letters of commendation from the owners and praised them verbally for many times.
? Xxx, the manager of 6# and 7# buildings, received the praise banner from the owner 1
? 2/Xxx, the manager of the buildings of KLOC-0/#, 22# and 23#, was praised by the owners 1 time in the owners' forum.
? Eight, the current problems
? The main problems are key management, insufficient staffing and many indoor maintenance problems, which lead to the separation of keys from building management personnel and more security risks.
? Looking back on the past year, although some achievements have been made, every development and progress can not be separated from the care and guidance of company leaders and the active efforts of employees in this department. However, we know that there are still many shortcomings in the work, and there is still a big gap from the requirements of brand property management. In the new year, in the face of new challenges and tests, we will cheer up, strive to improve the level of property management, meet the requirements of owners and users, and write a new chapter for xx property.
Online Customer Service 2022 Personal Year-end Summary (6 Selected Articles) Chapter 4? Have good language communication skills, make customers accept your products, and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions.
? I. Work:
? This week's work mainly includes the following four points:
? 1, do a good job of sorting out the basic information and reflect the customer's situation and information to the factory in time;
? 2. Do a good job in order tracking: after the customer receives the order, confirm whether the customer pays and whether the daily order can be delivered on time;
? 3. After-sales tracking: whether the customer confirms the receipt, tracks the receipt time, and returns or not;
? 4. Maintain old customers, keep in constant contact with them, and know the latest trends of customers' demand for products. In addition, we should introduce the latest products of the company to our customers to determine whether they need them.
? Second, the problems existing in the work
? 1, express delivery problem, many of our products are equipped with motors, but our major logistics providers have express delivery restrictions in some areas, which leads to the lag of logistics transportation.
? 2. Due to the lack of product knowledge and the limitation of business level, I can't convince customers well in the process of communicating with customers, and I can't let customers place orders at the first time. In this respect, I still need to continue to learn to improve my product knowledge and improve my business level.
? 3. Different product quality problems have different degrees of customer response. Need to collect more customer feedback, and then feedback to the product department for adjustment.
Personal year-end summary of online customer service in 2022 (6 selected articles) Chapter 5? The work of customer service is more complicated, and the same work content is given every day. The difference is that the customers you face are changing. Today you meet a very annoying customer, and tomorrow you meet a very accommodating customer. You haven't changed a day, but the customers you chat with are constantly changing, and more customer service is lost in repeated work day after day.
? On the contrary, there is actually a problem worthy of our customer service to think about. How to maximize the stability of a group of constant customers and accumulate more loyal fans for the store? These loyal fans not only need the strong support of the store's baby quality, but also need skilled communication and service from customer service.
? As an online shop customer service, the basis to be done before selling is to be familiar with the various operations of Ali Want Want and the specific use of the seller's backstage. This is the foundation, so I won't say much, but there are several points that need to be emphasized;
? 1. Set the verification of adding friends to Want Want. You don't need my verification to be friends. Don't refuse customers who want to add you as friends. Verification will reduce the customer experience.
? 2. Set up a customer service workbench, and try to remind customers of their waiting time, so as to avoid some customers who have been waiting for too long being ignored when the consultation volume is large, and reduce the customer's service experience.
? 3. Automatic reply setting: The automatic reply setting for the first time received from the customer should not be too long, and it is best not to exceed 4 lines. Too many words will affect people's reading habits. The font size should not be too large, just 10, and the font color should not be too fancy. It is taboo for a paragraph to contain multiple colors. Generally, both colors are acceptable, but don't give people a sense of confusion. You can use two font colors in the shop.
? 4. Personalized signature setting: Want Want, the customer service, had better set a personalized signature, which can be the activity information of the store or the flagship product of the store, and can be scrolled. This is a good free display position, you'd better make good use of it!
? 5. Shortcut phrase setting: Shortcut phrase setting can maximize the reception speed of our customer service, reduce the waiting time of customers and improve the conversion rate. Some commonly used, customer frequently asked some activity information, express delivery questions, and the conclusion of the reception can be set with short sentences, which will greatly facilitate our customer service work.
? In addition to the operation skills of Want Want, as a pre-sales customer service, we should also master some sales communication skills to make customers feel comfortable, put the money in their pockets into your pockets and keep saying thank you. Generally, every customer service has its own set of experience. Here I briefly mention a few points, where there is a better way, welcome everyone to give us your advice!
? Don't agree to the customer's request easily. Even if his request is simple and easy to agree, customers will think we take it for granted. We are making their money, and we will probably doubt our own profits. When a customer asks for a few packages or a reduction in price, you can say to the customer first, dear, we have already made a very favorable offer. You see, we have sold so many pieces that we have never encountered such a situation. You are an old customer. Then the customer service can wait 30 seconds before replying to the customer and pretending to have applied. In fact, in many similar situations, customer service can make its own decisions. This is because you promised the customer's request again, and the customer will feel that you respect him very much and fight for his rights and interests, and generally thank you.
? In fact, customer service should not only be a pre-sales consulting customer service, but also have certain after-sales problem handling ability. In addition to receiving some pre-sales consultation questions, pre-sales customer service will inevitably deal with some after-sales problems, not to mention returning goods, such as other problems, such as missing parts by express delivery, sending the wrong goods, and sending less. Before sales, we should generally help customers with the help of colleagues, calm customers' emotions as soon as possible, and actively solve problems. Customer service should not explain too much to avoid solving the problem. If customers have problems, they will come to you to solve them. If you explain too much, customers will only think that you are shirking responsibility. Customer service can explain the process to the customer a little, and then say sorry to the customer. I'm sorry if the topic changes, we'll solve the problem for you right away.
? Work plan for next year
? 1, usually think more and understand the psychological needs of customers.
? 2. Use your spare time to learn some Taobao promotion skills and marketing methods.
? 3. When customers want to consult some commodity information, they should use civilized language, be polite to customers, convey a harmonious chat atmosphere, and let customers feel the sincerity of sellers.
? If you encounter problems or have good suggestions and ideas at work, you'd better record them.
? Of course, the above points are far from enough. I will pay more attention to observation and action in my future work.
Online customer service 2022 personal year-end summary encyclopedia (selected 6 articles) 6? The work at this stage is summarized as follows:
? 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, the construction is carried out from the aspects of customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and mutual inspection of stores and self-inspection of departments are implemented. The service office leads the team to conduct joint on-site inspection twice or three times a week, and issues a notice of rectification of on-site inspection according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be implemented step by step, with hierarchical management (service office level → department level of various commodity departments → squad leader level → departmental cadres are responsible for on-site management of their own departments, and problems can be handled in time, which is more conducive to 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.
? 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. Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In the first three quarters of 20xx, the service office inspected the stores, and found that 5823 people violated discipline because of handling all kinds of 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. We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department acts as a trainer, taking advantage of our weaknesses and making up for our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters,
? 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 handle problems with customer satisfaction and provide customers with the service of "as good as you want". 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-guaranteed 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 room in the first three quarters of 20xx years ago, although some achievements have been made and recognized by the leaders, the work progress 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, their experience in handling customer complaints is still relatively lacking, and there is still a certain distance between them and large shopping centers in developed cities in terms of service quality. Therefore, from the fourth quarter of 20xx to the first quarter of 20xx, I will strive to improve the quality and work efficiency of our employees, and take the lead in advocating and implementing "special service" in Lanzhou, so that customers can enjoy not only the brand culture of Guofang Parkson, but also the service culture of Guofang Parkson.