For a customer service specialist, 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, I have been exploring in my work as a monitor for nearly X years, trying to find another flavor that can dissolve and melt the spicy taste brought by the front desk users, that is, the operator's emotional management. 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 specialist only has skilled business knowledge and superb service skills. On the basis of the following two points, we should strive to continuously improve the professional psychological quality of a customer service specialist, learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
First, be honest with users.
As a relative or friend, it is one of the prerequisites for happy work to sincerely provide users with practical and effective suggestions and help. 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.
Second, humanized and systematic management.
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.
Third, team cohesion
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 raged, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; Look, what is 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; Ants are 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 and produce amazing strength, and finally get out of danger when it comes to 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, how can we prevent a lot of harassment of users?
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.
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's the sureness 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.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk.
Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we will conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service specialists. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, strive to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon myself and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change. In the next work, I will make a good work plan for the second half of 20xx, and strive to do all the work better.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
2. Customer service personnel personal work summary
According to the requirements of the company, everyone completed their work well. This year's work has been greatly improved compared with the past, but there are still shortcomings, which are summarized as follows:
First, establish and improve the after-sales service team to escort the service oilfield. In today's fierce market competition, with the change of customers' concept, customers not only pay attention to the product entity itself when purchasing products, but also pay more attention to the after-sales service of products under the condition of similar quality and performance. Therefore, it has become a new focus of modern enterprise market competition to provide consumers with perfect after-sales service while providing inexpensive products. Therefore, it is particularly important to establish and improve an after-sales service team with a certain professional and technical level. Therefore, on the basis of the original after-sales service personnel, the company recruited and trained four professional technicians, including oil production and chemical industry, and further improved and expanded the after-sales service team, laying the foundation for better use of products in the oilfield and escorting the service oilfield.
Second, learn from practice and improve business and technical experience. Practice is a teacher, and only in practice can we better test our professional knowledge; Understand all aspects of product use; Learn all kinds of work in the oil field and the operating procedures between departments; You can also enhance your interpersonal skills in communication with all kinds of people. Therefore, in the first half of this year, especially after the new employees joined, they learned fracturing, water injection, crude oil demulsification and other technologies in Ganguyi, Tsinghua and Kawaguchi oil production plants, accumulated certain professional knowledge and improved their interpersonal skills.
Third, strengthen cooperation between internal departments and provide internal and external after-sales service. After-sales service not only fully ensures the normal use of products in oil fields, but also pays attention to strengthening cooperation with internal quality inspection departments, R&D departments and production technology departments of the company, collecting the use situation and various information of oil production plants in time, and providing data support for product update and testing.
Fourth, shortcomings. The after-sales service department has been established for a short time, with many new members, and the field practical experience is relatively lacking. We should persist in strengthening on-site practice, cultivate and upgrade various professional levels in practice, strive for the initiative in work, improve the sense of responsibility and professionalism, and strengthen work efficiency and quality.
In the work, we should establish a real master's mind, think of one place and do another, and actively serve the company's work.
3. Customer service personnel personal work summary
With the approaching of the mythical "Year", we bid farewell to the hard 20xx year and usher in the hopeful 20xx year. Thanks to the trust of the company leaders, I was promoted to the supervisor of customer service center at the beginning of last year. Looking back and thinking about the main work in the past year, I hope to refine my experience and make persistent efforts.
As the supervisor of the industrial service center, my work mainly includes: sorting and filing the information of each post, checking the water and electricity procurement, and supplementing relevant data in time, assisting Shengji Company to complete the data supplement, doing a good job in the collection of relevant fees, reporting the monthly statistics and abnormal sales of water and electricity, inspecting and supervising the reception of the front desk post, carrying out the specified tasks and objectives, assisting colleagues to handle more complicated water and electricity sales business, and coordinating more complicated business related to the owner.
Over the past year, I have earnestly performed my duties, implemented various laws and policies on property management, implemented the relevant rules and regulations of the company, and done a good job in daily reception:
First of all, unite colleagues, be helpful, and better maintain good interpersonal relationships with colleagues in the company. I always feel that if I don't get along well with my colleagues, let alone the owners. As a foreman, I set an example, be strict with myself and set an example. Together with all the clerks, unite as one, and make our due core role for the smooth development of our front desk reception work and the satisfaction of the owners.
Secondly, do a good job in training new employees in time. The number of front desk clerks has always been small, especially at the end of last year and the beginning of this year. With the continuous departure of @ @, it has brought certain influence to the work connection of our department. After supplementing the staff in time, through my hands-on demonstration and patient and meticulous explanation, they initially met the post requirements in the shortest time. Under our efficient and orderly organization, we can properly handle various services according to our priorities.
In addition, organize the collection of related expenses in time. According to the division of tasks, I am mainly responsible for the collection of housing and facade property fees. In the first half of the first month of each quarter, urge the property manager to prepay the property fee for the frontage facade, and collect relevant data in time. Strictly implement trace management, that is, completely get rid of the abnormal and unrecorded situations in the past. All abnormal situations are recorded in writing and signed by the owner. The consistency of work is well maintained. Timely sort out and file the minutes of the meeting of complaints and suggestions from the owners of unit door maintenance.
Furthermore, improve the property management fee system in time. Fill in the garage miscellaneous room data of all communities.
In addition, it can also complete other important work assigned by the company with good quality and quantity. Owner satisfaction survey, cleaning all public facilities in the garage.
Over the past year, although I have made some achievements in all my work, I know I also have many shortcomings. For example, when dealing with complex problems, the ability to analyze and solve problems needs to be improved. As a foreman, individuals sometimes focus on their personal work and strengthen the management of the image of the front desk, especially the details. In view of the above problems, my future efforts are as follows: first, strengthen theoretical study, consult leaders and colleagues humbly, and further improve my professional ability and work efficiency; Secondly, we should work hard on rigor, put more energy into team management, improve our comprehensive ability and make the company's window more standardized and efficient.
In addition, I have accumulated a lot of work experience during more than five years working in XXX company, especially in receiving and serving owners. To sum up, I have the following experiences and gains:
(1) Only by putting yourself in a correct position, being calm and modest and prudent can we do all kinds of services well and quickly and win the satisfaction of the owners.
(2) Only by firmly establishing service consciousness and strengthening communication and coordination can we eliminate the concerns of the owners and win their trust.
Finally, thank the company leaders for their trust. At the same time, I believe that our property management company will be able to go in and work by going up a flight of stairs in 20xx.
4. Personal work summary of customer service staff
The work of 20xx has ended. With the unremitting efforts and persistence of all staff, the tasks of the first three quarters have been basically completed. Specifically divided into the following aspects:
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 floor-cum-duty manager, who is the floor director, to cooperate with us in checking the daily behavior norms of employees on all floors, and to strengthen our 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 responsible step by step and classified management (service office level → department level of each commodity department → monitor level →
Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the 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 throughout the year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis, comprehensively improve service quality and create a 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.
2. Receiving and handling customer complaints.
During this year, we have used departmental regular meetings or communication meetings, special training and other forms for many times to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, implementation of treatment results, floor reception and records. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved. In the first three quarters of XX, the Service Office received 37 complaints1piece (quality: 224, service: 9, comprehensive: 13 1 piece, emergency: 7). In dealing with emergencies, we renewed the insurance agreement with the insurance company-third party liability insurance (premium *).
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 XX years, the service office inspected the store, and found that 5823 people violated the 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 trainer is the manager on duty in our department. We make use of our weaknesses and make up for them 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 plan working hours reasonably."
5. Personal work summary of customer service staff
The work of 20xx is drawing to a close. Over the past year, under the correct leadership of the enterprise manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service.
Since the beginning of this year, the enterprise manager's office has continued to pay equal attention to business development and housekeeping management, realized the management mode of * * * and led all customer service personnel to forge ahead in unity. The customer service management has achieved certain results and the customer service level has been fundamentally improved. By carrying out centralized and unified customer service activities, enterprises further integrate service resources, promote the change from policy-centered service to customer-centered service, continuously improve service level, create customer value, actively assume social responsibilities, and lay a solid foundation for the sustainable operation of enterprises. The customer service department closely focuses on the overall development goal of the enterprise, and at the same time makes good service innovation, which is reflected in 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.
Mainly from two aspects: internal strength and external image, by paying close attention to the quality of personnel in various positions of the enterprise, we can further improve customer satisfaction and establish a good external image of the enterprise.
An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has made great efforts to improve the system, and continuously increased the service assessment by strengthening the implementation of the system to further improve the comprehensive quality of customer service personnel.
In view of the nonstandard service etiquette of some tellers in our company, the customer service department of our company pays great attention to the service norms of all customer service personnel, and has done some intensive training for customer service personnel from the aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.
In June of 20xx, the general enterprise held a national qualification examination for counter personnel, and all the staff of our department participated in it, and 9 people passed the examination, with a certificate-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.
Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.
In order to further strengthen the implementation of enterprise business management system and provide a strong guarantee for business development from the system, customer service department carefully collected some documents and systems that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.
Third, service-oriented, promote sales, and combine daily business processing with service work.
According to the spirit of the superior enterprise documents, our company has launched China Life Insurance 1+N service plan for all customers. The purpose is to close the relationship between enterprises and customers, further improve customer satisfaction and establish a good external image of enterprises by holding customer service activities. In order to effectively carry out activities, the enterprise has set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the service level of enterprises, fully safeguard customer rights and interests, and establish a good social image of enterprises. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship, enhanced the brand awareness of the enterprise, but also injected new vitality into consolidating and driving business growth.
Four, starting from the service itself, all for the customer, and constantly innovate the service content.
1. Actively cooperate with subsidiaries to be VIP customers. In order to further build the VIP customer service system of the enterprise and provide value-added services for VIP customers, subsidiaries have carried out VIP customer preferential service activities throughout the region. Through the development of this activity, it has played a good role in establishing a good social image of the enterprise and improved the visibility of the enterprise to a certain extent.
2. The corporate claims department will make new claims at home, actively pave the way for the expansion of student insurance business, and continue to pay attention to some socially influential cases, which truly reflects the humanized claims service of enterprises.
Busy work, both achievements and shortcomings, while summing up, we should constantly improve. Based on the existing shortcomings and gaps, the following arrangements are made on how to improve the work in 20xx:
(1) Pay close attention to the implementation and execution of various business management-related documents issued by subsidiaries, continue to do a good job in training the professional knowledge and skills of customer service personnel, especially newcomers, and improve the overall comprehensive quality of service personnel.
In view of the objective reasons for the personnel adjustment in the customer service department this year, the new employees in the customer service department lack professional knowledge and business skills. In 20xx, our department will continue to take various ways and means to conduct regular and irregular training for its employees, start from their own jobs, carry out special training on relevant job skills, strengthen the professional ethics education of its employees, organize targeted training on business knowledge and service etiquette, timely convey business management documents issued by subsidiaries, and truly understand their operation essentials. Through the training, the enterprise integrated teller system will be implemented to better serve customers.
(II) Cooperate with the development of various business competitions in the three sales channels of group insurance, intermediary and individual insurance, better provide strong business support and backup guarantee for business development, actively cooperate with the three sales channels of group insurance, intermediary and individual insurance to carry out various business competitions, and fully promote the sustained and healthy development of enterprise business.
(3) Service-oriented, promoting sales, closely combining daily business processing with service work, and fully interpreting the service connotation of China Life1+N 0+N.
1. Cooperate with the implementation plan of bank and postal transfer charges and transfer payments to be implemented by subsidiaries in the whole region to ensure the smooth implementation of this project.
2 to ensure the smooth payment and insurance transfer, as well as the receipt and payment of bank and postal transfers. At the same time, in order to increase the activity of sales staff, tap and accumulate customers, effectively integrate customer resources, do a good job in the secondary development of customers, strive to promote the guarantee of turnover, lay the foundation for a good start in 20xx, further improve the service quality of enterprises and enhance customers' satisfaction with enterprises.
3. Further strengthen counter management, create a good learning atmosphere, organize training and self-study, establish systematic training courses, and encourage employees to continuously improve their comprehensive quality.
In a word, the development idea of customer service department next year will be based on strengthening the construction of customer service team, focusing on strengthening the quality assessment of counter service, backed by personnel management means and based on education and training, actively promoting the standardization of counter workplace, constantly innovating service methods, establishing scientific, perfect and strict quality management methods and supervision and assessment mechanisms, improving customer satisfaction, enhancing counter operation ability, preventing operational risks, and establishing a warm and sincere service image of China Life Insurance, so as to make the counter.
Customer service is a long-term job. How to be in an invincible position in the fierce service competition and truly serve customers well, permanently and deeply rooted in the hearts of the people is not something that one person can do overnight, but the overall work of all departments of the enterprise. Everyone is a key link in the enterprise customer service chain. We can provide all-round services only by combining customer service work and activities with daily business processing and service work. To create a good service atmosphere, the service of China Life 1+N needs the full interpretation of every customer service staff, and good customer relationship needs the promotion of every employee. Customer satisfaction and the promotion of China Life brand awareness and image will be the responsibility and pride of each of us!
I remember an actual combat training expert once said that simple things are repeated, which is an expert; Do repetitive things happily, and you are home. Customer service is a long-term, complex and comprehensive work. Our department will require the employees under its jurisdiction to constantly improve their service awareness in their daily work, create an atmosphere of full service to customers, turn simple work into something not simple, and realize a win-win situation for customers, enterprises and themselves.