Telephone customer service year-end personal work summary (selected 6 articles) (the first article)? I have been employed for almost X years and have grown a lot. Learning a working method, work content and workflow that I was not completely familiar with from the beginning gave me a more comprehensive and systematic understanding of the whole customer service workflow and content. Almost a year's work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking, and here I make some summaries of my work in 20xx:
? First, study hard.
? This year is my first complete X year working in the company. I started to adapt to this job at the beginning of the year, and I can teach new people by the end of the year, which has been affirmed by many customers. During the service, there have never been any complaints. These achievements are inseparable from my continuous study every day. Starting with the company's products, only when you master the products can you have confidence when you communicate with customers, because you know what your products are like and the customers are there. If I'm not familiar with the product, even if I have more skills, it's no use answering questions. I will continue to deepen my telephone communication skills after mastering product knowledge, and often contact customers by telephone. If I don't have a good idea, it's easy for customers to hang up or be complained because I said something wrong. This is also where I studied hard this year. At the same time, I have been repeating my work to let myself know.
? Second, do a good job.
? At work, I will make every call carefully, from the basic understanding of customers before dialing to adjusting my speaking style and skills according to customers' tone and attitude during the call, so as to make the work go smoothly. When answering the phone, we also listen to the customer patiently, comfort according to the situation or deal with the problem in time, especially when the customer is emotional, which is a test of our ability to make customer service calls. I can't walk into the customer's mood and be taken away by him. Otherwise the problem will be solved and the work will not be done well. In this year's work, I also met many such customers, but I always remind myself that now I am working, I must show my work attitude and solve problems, but I will try my best to ease the customer's emotions and help him solve and deal with problems.
? Third, professional service attitude.
? As a telephone customer service, you must have a professional service attitude. Whether you call or answer the phone, you need to be patient, listen carefully, understand the customer's needs, be polite and kind, and let the customer trust you and let you serve him. At the beginning of the year, my service needed to be strengthened, but by the end of the year, my ability had improved a lot. No matter what kind of customers, I can serve them well. Go well.
? In a year's time, I also have many shortcomings that need to be made up gradually, and I have also made a lot of progress. But I know that the work of telephone customer service needs continuous learning and progress. Only in this way can I do better. In the days to come, I will also improve myself and do a good job with a learning attitude.
Telephone customer service year-end personal work summary (selected 6 articles) (second article)? The work of XX years is coming to an end. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made necessary achievements in customer service.
? The company manager's office will continue to pay equal attention to business development and internal management, realize the management mode of "grasping both hands and managing together", and lead all customer service staff to unite and forge ahead. Customer service management has made necessary achievements, and the level of customer service has also been fundamentally improved. After carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, laying a solid foundation for the company's sustainable operation. The customer service department closely focuses on the overall development goal of the company, and at the same time, completes the service innovation, focusing on the following aspects.
? First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.
? Starting with "strengthening internal quality and establishing external image", we will further improve customer satisfaction and establish a good external image of the company by paying attention to the quality of personnel in various positions of the company.
? An excellent team must have a service team with excellent quality and technology. Our department strives to improve the system, strengthen the implementation of the system, continuously strengthen the service assessment, and further improve the comprehensive quality of customer service personnel.
? In view of the problem that some tellers in our company still have nonstandard counter service etiquette, our customer service department focused on the service standardization of all customer service personnel, and conducted intensive training for customer service personnel from aspects of strengthening service awareness and service implementation norms, strengthening on-site supervision and inspection, on-site guidance and corresponding punishment. After a series of measures, the counter staff increased the standardization of business, greatly improved the implementation of service etiquette, and laid a good foundation for our company to continuously improve its service level.
? In XX years and X months, the Head Office held a national teller qualification examination. Our department passed 13, and nine of them passed, with a holding rate of 70%. The national systematic examination for counter personnel has strengthened the professional knowledge learning of customer service personnel and improved the service quality of customer service departments.
? Second, strengthen business system research, establish implementation concepts, and ensure the comprehensive and effective implementation of the system.
? In order to further strengthen the implementation of the company's business management system and provide a strong institutional guarantee for business development, the customer service department selected some documents and systems for the branch that need to be studied by customer service personnel. After careful sorting and collection, the work and study plan to strengthen the implementation of business management system has been formulated. According to the study plan, regularly organize customer service personnel to conduct comprehensive and systematic study on relevant business management through centralized study and self-study, and require all participants to carefully take study notes, conduct tests and write their learning experiences. According to the test results, all relevant posts are required to prepare rectification reports. Start from ourselves, strengthen risk awareness, ensure that this work is carried out comprehensively and effectively, and effectively improve the awareness of system compliance and compliance operation.
? Third, service-oriented, promote sales, and combine daily business processing with service work.
? According to the spirit of the documents of the superior company, our company launched the China Life Service Plan for all customers. Hold customer service activities, continuously close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company. In order to effectively carry out this activity, the company set up a leading group and a working group to strengthen the publicity of this activity, and effectively implement all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. Through a series of high-quality services such as door-to-door compensation, it not only provides a good foundation for sales staff's exhibition work, but also plays a good communication role in strengthening business cooperation between the company and agents. This activity not only enhanced the company's customer relationship and brand awareness, but also injected new vitality into consolidating and promoting business growth.
? Fourth, starting from the service itself, "starting from the service itself"; All for the benefit of customers "and constantly innovate service materials.
? 1. Be determined and cooperate with the branch to do VIP customer work well.
? In order to further build the company's VIP customer service system and provide value-added services for VIP customers, the branch launched VIP customer preferential service activities throughout the region. Through this activity, it has played a very good role in establishing the company's good social image and improved the company's popularity to a certain extent.
? 2. The company's claims department has done a new job of "sending claims to the door", and made progress, paving the way for the expansion of student insurance business, and continuously paying attention to some influential cases in society, which truly embodies the company's humanized claims service.
Telephone customer service year-end personal work summary (selected 6 articles) (the third article)? Time flies, and the Year of the Tiger has passed. In this year, although I didn't make outstanding achievements, I also gained a lot from my work this year. During this year, I felt the company's learning, openness, harmony and innovation, relaxed and harmonious working atmosphere, United and upward corporate culture, and the difficulty and firmness of colleagues in customer service department in their work. In particular, I would like to thank my colleagues for their help and reminding and correcting my mistakes in my work. With their careful care and help, through their unremitting efforts, I have also made necessary progress in all aspects. Now I will summarize my work as follows.
? First, through the accumulation of study and daily work, I have a deeper and farther understanding of customer service.
? All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work. There are many things you don't understand in your work, but if you don't learn, ask if you don't understand. Learning is the premise and foundation of all progress. During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through learning, the words and deeds of leaders and colleagues, my work can be carried out smoothly.
? Second, seriously study the job knowledge, and the work potential has been improved.
? For a customer service staff, the feeling of doing customer service work is like learning to exercise one's endurance. The whole process feels that at most, it is hard to run, ask more questions and be poor. If one day you get used to this kind of work and are no longer tired, it means that you are a very experienced old employee. As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist. After all, most people need to manage, control and adjust their emotions. No one is perfect, I want to live and learn.
? Third, properly handle daily complaints.
? Most of the owners' complaints are some architectural defects, which are superficial fur. Of course, it cannot be denied that the details of the construction party are not in place. Occasionally, there will be sudden hydropower incidents, no matter what problems can make people improve and progress. We have dealt with many complaints before, but now the way of handling them is different from before, and our scope of responsibility is different. We always deal with house delivery, handover and daily complaints with care. Officially delivered to * * store building XX before XX, XX, XX. Through the joint efforts of all parties and colleagues in the company, the overall progress of house delivery is relatively smooth.
? Docking and handing over equipment in public areas with property companies; There are * * * X elevators in Building X, and each elevator is checked repeatedly and counted up and down. The initial inspection, re-inspection and final acceptance have to go through several processes. The water, electricity, fire fighting and other equipment of the eight buildings that have been delivered must be handed over to the staff of the project engineering and property management company on site. The most tedious work is to implement fire-fighting equipment in D2 plot. Due to various reasons, it has not been completely handed over to the property management company for many times. The fire-fighting equipment and facilities in some buildings were not installed by the same manufacturer, but were redecorated by shops. The monitoring center could not be online due to the cross-construction of various construction units in the basement. At present, the basic debugging of fire-fighting equipment has been completed, and it is being carried out in an orderly and tense manner with the property company. The work is simple and does not reflect the performance. The participants were exhausted by repeated ups and downs.
? Maintenance work is an important part of the company's after-sales service. The company attaches great importance to maintenance work and puts forward higher requirements for property management. Maintenance problems are summarized and classified and uploaded to CRM system, and maintenance problems are followed up every week. With the joint efforts of everyone, the maintenance efficiency has been significantly improved, and the satisfaction of the owners has been improved by controlling the repeated maintenance rate.
? Owners can't understand that the new house will leak water, and it is a * * * problem, which leads some owners to doubt the overall engineering quality of the building and use it as a reason for complaint. The company also attaches great importance to this issue at all costs. Our department, together with the relevant professionals in the engineering department, understood our maintenance plan with the attitude of dealing with the problem with care, and this water seepage problem was gradually solved.
? Water seepage occurred in the basement roof of D2 residential area, which led to the damage of elevators and other related equipment, and caused many owners' complaints affecting normal travel. This problem has been fixed. There are some design problems, such as unreasonable installation of fire pipes and bridge, which leads to the owner's inability to park in the double-decker parking space, causing complaints from the owner, and some roof leaks. After careful explanation, we took careful measures to coordinate a temporary parking space for the owner and solved the dispute that it was impossible to stop because of water leakage. Fire pipes, ventilation pipes, etc. Occupy the upper part of the parking space. After we have coordinated the field survey and measurement of relevant departments for many times, we have carried out rectification within the allowable reasonable scope. We patiently explained to the owner and communicated with the owner several times, hoping to get the understanding of the owner and solve the problem properly.
? 20xx is another year full of passion. In my future work, I will try my best to improve my quality, overcome my shortcomings and work in the following directions: 1, learning is endless, the times are developing with each passing day, and the knowledge of various disciplines is changing with each passing day. I will study all kinds of knowledge persistently and use it to guide my work practice. 2。 In the future work, I will continue to learn business knowledge, and constantly improve my business skills by reading more books, studying more and practicing more. 3。 Constantly exercise your courage and perseverance, improve your potential to solve practical problems, slowly overcome impatience in your work, and treat every job with heart, enthusiasm and heart.
? The above humble opinion is my impression of the work. Because everyone stands in different positions and angles, their own understanding will inevitably be different. Please give instructions and guidance from the leaders. I firmly believe that all my achievements belong to yesterday, maybe I was not the best yesterday. However, no matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I dare to meet the challenge, and I am determined to work in a down-to-earth manner and complete my work dutifully.
Telephone customer service year-end personal work summary (selected 6 articles) (the fourth article)? 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.
Telephone customer service year-end personal work summary (selected 6 articles) (the fifth article)? I have been working in Jiedong County for more than three months since I joined the company in 20xx 10. First of all, I am honored to join the customer service team. Under the guidance and leadership of the director, all members of the team United and cooperated, Qi Xin made concerted efforts, Hong Jiu month campus marketing, two-day marketing and a hundred-day sprint. With a brand-new attitude and full spirit, we rushed to improve the performance of the county. Although it's only been three months, I have benefited a lot from the communication with leaders and predecessors.
? Today, I will summarize what I have learned and felt in the past three months and put forward my own thoughts on the current situation.
? I. Services
? The customer service room is actually a marketing service room. Service managers deal with customers by telephone every day: 3G customer retention, 2G customer retention, fixed-line broadband retention and so on. As we all know, the cost of finding a new customer is several times higher than the cost of retaining an old customer. It can be seen how important the service is.
? Then, how to close the distance with customers, better serve customers, satisfy customers and recognize enterprises is a difficult problem that the service industry has been thinking about and needs to be solved urgently.
? In my opinion, there is no standard service model in the world. Those so-called standard terms, tone and intonation are only the most common ways, which are not suitable for every service manager. As a great man said, the frame is dead and man is alive. What suits you best is the best. In short, it is to make the service more personalized. As a service manager, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results. Break the framework and innovate the service.
? Second, evaluation
? Assessment is the evaluation and affirmation of employees' work. I read the service manager assessment index issued by the municipal company. Personally, I feel a little overwhelmed. For example, when I first came here, the outbound call volume in a week was 150 normal calls, and now it has increased to 200. Especially when making a return visit such as "three noes" and "double bottom", it is difficult to meet the requirements of outgoing calls.
? In my opinion, people-oriented work is people-oriented. Only when employees have motivation and confidence can they do a good job. Therefore, mobilizing the enthusiasm of employees is an important guarantee for the smooth progress and effectiveness of the work.
? Setting appropriate assessment indicators is very important to motivate employees. County customer service can comprehensively consider the indicators of documents issued by municipal companies and make their own assessment standards. Indicators must be set correctly. If the index is too high, employees often can't finish it. If they are lazy for a long time, their enthusiasm will decline. If it is too low, it will reduce efficiency and service quality. The most suitable indicator is that you can do your best to achieve it. Also, rewards and punishments are clear. Conduct an appraisal at the end of the month, and reward those who reach the standard and achieve the first result; If the assessment is not up to standard and the result is the worst, it will be punished.
? In short, assessment promotes competition with incentives, competition with incentives and performance with incentives.
? Third, team building.
? Building an excellent team with strong fighting capacity lies not only in division of labor, but also in cooperation. Team members communicate more, communicate more, cooperate more and cooperate sincerely, regardless of you and me.
? I suggest that we can follow the example of the municipal company, organize afternoon tea once a week, and bring all the members together to talk and exchange their work and personal experiences this week. We can learn from the good aspects and discuss the shortcomings of improvement. Only by constantly summing up experience from daily work can we continuously improve our personal ability.
? Leaders can also take this opportunity to understand the recent work and life of their subordinates and enhance their feelings. I think a leader who is approachable, always compassionate and caring for his subordinates is a good leader who is respected and respected by everyone.
? Li Bai said: I was born to be useful. Everyone has something to recommend. Only by making the best use of everything and people can we give full play to the strongest fighting capacity of the team.
? In a word, the concern and encouragement of leaders to employees is the infinite motivation for employees to work hard.
Telephone customer service year-end personal work summary (selected 6 articles) (the sixth article)? 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 set up reminders of customers' 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.