#32 1076 summary of telephone customer service 1
The year 2020 is coming. During this year, the sales department made some achievements through hard work. Near the end of the year, let's summarize the work of the sales department. The purpose is to learn lessons and increase sales, so as to do a better job, so as to have confidence and determination to do a better job next year. Below I will make a simple summary of my work in the past year.
Joined the shopping mall in 20x years and started a new work and study process. Over the past year, I have gained a lot and felt a lot. The work at this stage is summarized as follows:
I. Functional work
At this stage, the customer service supervision department has two main functions. One is to continue to do a good job in the service desk, and the other is to initially take over, learn and carry out supervision. As a member of the customer service supervision department, my work mainly focuses on these two aspects.
1, service desk work
There are many work processes and skills in the service desk, and the principles are relatively strong. In this stage of work, I learned the operation of various systems at the service desk and the process of dealing with problems. Now I can perform all the work of the service desk independently, and I have done careful thinking and research on the work of the service desk. I think the work of the service desk should be refined and expanded, and the service fields and functions should be further expanded in combination with the competitiveness of our commercial building. The specific content will be detailed in the work plan of 202 1.
2. Learn the work content of the shopping mall.
At the beginning of X, the company arranged for me to go to Kaiyuan to inspect the basic problems of supervision. I spent two days observing the supervision of Kaiyuan in detail, and got a basic understanding of their work contents, methods and scope. I began to prepare the preparation materials for the supervision department from _ _ _ _. This task is very stressful for me, who just entered the mall and knew nothing about it. With the encouragement and support of manager Zheng, and with the help of colleagues in the network and the store, I completed the planning scheme of setting up the supervision department on X. In this process, I learned a lot and broadened my horizons greatly.
Second, the development stage of self-work
On X, X, X, the customer service supervision department was established. With expectation and longing, I started the tasks and work assigned by the company under the leadership of manager X, and fought side by side with four other colleagues at the service desk. During this period, everyone and I worked around the correction of labor discipline and basic behavior of employees in the store. After the busy celebration and National Day, we planned and organized the _ _ month activity of service rectification in shopping malls. Under the coordination of company leaders, the rectification month finally became a rectification activity, and the implementation period was adjusted immediately with the rectification situation. This activity strengthened the maintenance and implementation of the requirements and commitments in the stage of competitiveness construction, and conducted a thorough investigation of the bad atmosphere and habits in the store.
#32 1077 telephone customer service work summary 2
Property customer service department is not only a bridge to carry the communication and coordination between the property and the owners, but also a window for the industry to feel the quality of property service. Therefore, the work efficiency and service quality of property customer service personnel are related to the owner's warmth and coldness, and to the image of _ _ _. To improve work efficiency and service quality, we must strive to practice customer service. Let's summarize our work in 2020 from six items.
First, treat the master sincerely.
As the saying goes, "the customer is the God of business". Similarly, the owner is also the god of property. As a property customer service staff, we must firmly establish the concept of "people-oriented, let services be everywhere", always treat every owner with a peaceful and sincere heart and care for every owner in every way, so as to win the sincerity of the owners. Therefore, the property customer service staff should not only care about matters related to property fees, but also care about the owner's life and mood, remember everything the owner told you, and try their best to solve every little trouble in life for the owner. Only in this way can the host communicate with you, become your friend and win the love and trust of the host.
Second, services should be standardized.
Standardizing service is an important way to improve work efficiency and service quality. If things are not handled according to the process and the service is not standardized, it will inevitably lead to disorder, resulting in untimely handling of problems and low work efficiency, causing dissatisfaction among the owners and affecting the overall external image of the property. Therefore, customer service personnel must have a standardized workflow for problems such as owner's repair or complaint.
Third, it is a matter of principle.
There are no rules, Fiona Fang. No matter how good the relationship between the owner and you is, you must never do anything that goes against the principle, because every property has the minimum system and standards. The job of customer service staff is to try their best to meet the needs of owners, but they can't do anything that harms the interests of other owners or property. When it's time to talk about principles, we must stick to them. Treat all owners fairly, stick to a ruler, and standardize customer service management with unified standards and services.
Fourth, work must be dedicated.
Dedication is the premise of doing tedious property work well. Property management is related to the owners' living and working in peace and contentment and their vital interests. Standardized and orderly residential property management can not only create a good living environment for owners, but also bring them a good mood every day. This requires that every owner, especially the property customer service staff, must maintain a conscientious professional spirit, always be conscientious in everything, take the community as home, take the owner's warmth and coldness in mind, listen to the owner's opinions and suggestions, enthusiastically serve every day, and do their part to create a good living environment for the community.
Fifth, it is excellent in professionalism.
Diligence is good at thrift. Answering the phone and charging is not the whole job of customer service. An excellent customer service staff must have comprehensive property-related professional knowledge. You need to know a lot about other departments. You must master the basic principles and simple operating procedures of public facilities and equipment in the managed property area. Only in this way can we make a preliminary judgment when we meet standard questions at ordinary times, and reduce the burden on engineers, especially in case of emergency.
Sixth, we should cooperate with the work.
Close cooperation is an important starting point for improving work efficiency. Although the functional departments such as engineering department, field service department and customer service department have different division of labor, they have only one purpose, that is, to provide quality and efficient services for the owners. Only by maintaining a long-term operation mechanism of timely communication, coordination and close cooperation among various functional departments can we improve work efficiency and provide timely services. For example, security guards or cleaning staff will report to the engineering department in time if they find that the equipment and facilities in public areas are damaged or abnormal, and the engineering department will immediately take corresponding measures to ensure the facilities and equipment are in good condition and play their normal functions, which can greatly shorten the maintenance time of equipment and facilities. Customer service personnel receive the owner's relevant information, reflect it to the relevant departments in time, and explain it in time, which can greatly reduce the negative emotions of the owner, not only solve the problem, but also show _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
The above experience is gradually realized in my work, and I hope I can share my experience with other front desks so that everyone can make progress together.
#507992 Summary of Telephone Customer Service Work 3
Engaged in customer service for nearly seven years, and wrote a lot of summaries in seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and rest for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is a summary of my personal work:
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so, I began to work hard for this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the eccentricity of complainants. Wow, many users have been harassed.
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
# 50799 1 telephone customer service work summary 4
Through this year's study and daily work accumulation, I have a deeper and further understanding of customer service. I am especially grateful to my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, I have made some progress in all aspects through unremitting efforts. Now I will summarize my work as follows:
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.
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.
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 my study and the example of my leading colleagues, my work can be carried out smoothly.
In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:
1, learning is endless, the times are developing with each passing day, and all kinds of knowledge are changing with each passing day. I will persistently learn all kinds of knowledge and use it to guide my work practice;
2. Keep learning business knowledge in the future work, and constantly improve your business skills by reading more, learning more and practicing more;
3. Constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome impatience in your work, and treat every job positively, enthusiastically and meticulously.
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 face the challenges, and I am determined to work hard at my post and finish my work dutifully.
#444207 telephone customer service work summary 5
I worked as a customer service foreman in the customer service department of _ _ _ _ _ _ _ _ _ _ _ _ _ for _ _ _ _ _ _ months, from groping to familiarity, learning by doing. Every step of my progress has been warmly helped by company leaders and colleagues, and also supported and recognized by most residents. In the past few months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:
First, standardize behavior, strengthen internal management and improve the quality of self-construction.
1, an employee of the dress management office, is on temporary duty.
2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.
3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.
4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.
Second, standardize services.
1, carefully write the work log, file it and record it clearly.
2. Establish a daily cleaning and maintenance checklist and implement a work record book.
The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.
4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.
5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.
6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.
Third, housing management is meticulous.
Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.
Fourth, the management and maintenance of houses.
1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.
2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.
Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.
Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report to the school for preparation on issues such as convenient drying in public areas of residential areas.
Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.
Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.
Seven, greening work. Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.
Eight, publicity and cultural work. Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the work of the property and the service concept of the center, ensure smooth communication channels, adhere to the correct service concept (reasonable and unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.
Nine, owner satisfaction is the ultimate goal of property management services.
After several months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Whether it is for property leaders, colleagues or residents, honesty itself is a kind of respect. Only by being honest with others can we get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.
This month's work has also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I also hope that I can have the opportunity to study in mature communities, master better skills, improve my professional level, and have more horizontal contact with my peers.
The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, and take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, so that our Xiyuan property can sneak into the hearts of residents and work hard for the arrival of the New Year! "