Summary of customer service work in shopping mall 1 I joined the shopping mall in 20xx and started my new work and study process. In these four months, I have gained a lot and felt a lot. The work at this stage is summarized as follows:
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.
I. Work of the Service Desk
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 do 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 20xx work plan.
Second, the stage of learning the work content of shopping malls
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 materials for the regulatory authorities on X, which was very stressful for me who was new to the mall and knew nothing about it. With manager Zheng's encouragement and support, and with the help of my colleagues in the network and shopping malls, I completed the planning scheme for the establishment of the supervision department on X. In this process, I learned a lot and broadened my horizons greatly.
20xx 10 month, the company's competitiveness building activities began. During this period, Manager Zheng took me to practice in various departments, inspected and studied in the store, and slowly began to work in the store. Although very confused, but very substantial. Because I can come into contact with some new things every day, the gains are accumulated in my mind bit by bit, and I gradually have a recognition and affirmation of xx from my heart. And I have a vague but realistic goal for myself, study hard all kinds of knowledge in shopping malls, and promote the better development of xx with my own strength.
Third, initially participate in the shopping mall work stage.
After a period of study and application of the competitive construction scheme, with the joint efforts of all employees, the store environment has changed obviously. In order to investigate workers' understanding and implementation of service competitiveness, I assisted Manager Zheng to have an in-depth discussion with employee representatives. During the discussion, the employees raised various problems and situations, and I summarized and recorded them one by one, seeking ways and means to solve them. The process of solving problems is the best learning process. At this stage, I have a deep understanding of employees, companies, customers and customers, which points out a way for my future work.
My goal and direction are gradually clear, and I know how I will work in the future. Later, under the leadership and guidance of Manager Zheng, he went deep into every corner of the shopping mall, seriously investigated and dealt with some illegal acts with backward implementation, and consolidated and extended the training content of competitiveness building. To a certain extent, I have seriously strengthened the style and discipline of shopping malls and laid a good foundation for future work.
Fourth, the development stage of self-work
(1) Service rectification activities
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 Yin, and fought side by side with four other colleagues at the service desk. During this period, we work 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 "xx Shopping Mall Service Improvement Month" activity. 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 competitive construction stage, and strictly investigated the bad atmosphere and habitual behavior in the store in view of the inspection and rectification.
The service rectification plan requires all departments to write their own summary of service rectification activities on xx, and each employee is required to write their own feelings or summary on xx. In the personal summary of employees, 99% of employees agree with this rectification activity, and about 60% of employees think that there are still many blind spots in the previous rectification, which need to be further refined and strengthened and persisted for a long time. About 80% employees have a deep understanding of service and service creation from awareness of behavior to their own requirements. 20%-30% employees compare their performance with their colleagues during the rectification period, analyze their performance on the basis of the comparison, and finally make a vision plan for their plans in the next service rectification process and express their determination. About 60% employees carefully reviewed and audited their service commitments, during which they described the application of these commitments in detail, improved their knowledge and understanding of service creation schemes, and urged and checked the application of these measures in their daily inspections.
The employees' feelings and summaries are helpful for us to grasp the employees' understanding of the service and the implementation effect, and a number of outstanding cases and outstanding employees have emerged. Through the comprehensive evaluation of our department and various operating departments, the employees were rewarded accordingly, which greatly stimulated their work enthusiasm and morale and played a positive role in promoting the improvement of the atmosphere in the store.
(2), a run and three service rectification work assessment.
Our department made a final evaluation of the initiative, timeliness and thoroughness of the rectification, and all departments did a good job. Through the 50-day centralized rectification, all employees' awareness of self-discipline, service, development, overall situation, organizational discipline and the concept of big companies have been further enhanced, and their work style and service level have been improved accordingly, showing a good mental outlook different from the past. Compared with before the rectification, the average weekly number of violators decreased by (32: 127) = 396%, and decreased by (2 1: 137) = 652%. The staff are more self-disciplined, the implementation of various rules and regulations is more in place, and the bad phenomena in the work have been well curbed. Customer satisfaction has been further improved, and the service rectification activities have further promoted the implementation of some after-sales services of the company, standardized relevant basic work such as after-sales services, and avoided the problem of no one shirking responsibility between manufacturers and employees during the return process, as well as the worries and dissatisfaction generated by customers during the return process, making the service more efficient and convenient. At the same time, in view of the problems reflected by employees during the rectification process, the company organized a symposium. Further clarify the strict implementation of service rectification standards, strengthen the concept of serving employees and customers, and further improve the overall service level of the company.
(3), employees and customers survey
In order to investigate the effect and function of service rectification activities, we conducted a systematic survey of employees and customers. The survey shows that all the work of the company is generally upward, but most of it stays at a good level and has not yet reached a good level. Most employees are rectified for rectification, and there are many passive promotions, which are effective but not very satisfactory. At the customer level, we also know about the service rectification of our commercial building, but the coverage is narrow, and we don't know enough about the company's service commitment and other policies that benefit the people, and put forward many improvement directions and requirements, which will make our next stage work further.
Summary of customer service in shopping malls 2 Customer service is the link and bridge between stores and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should 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. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.
Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other States, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what happens, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time.
In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
Writing also requires skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.
First, don't argue with customers.
In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust.
Even if you are not angry offline, you can't bring emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements. Secondly, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction.
Second, don't directly question customers.
When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.
Third, promotion should be interactive and avoid unilateral promotion.
What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.
Summary of customer service work in shopping malls III. I remember when I was at school, I wrote in my diary: "The harder the place is, the more I can exercise my will and feel a sense of accomplishment." That's what I said, but after I came to work in Quanfuyuan, the hardships of work and the monotony of life were unexpected. Basically, it is a posture for more than ten hours every day. In the face of countless customers, the hard work is self-evident. After work every day, I feel really tired when I lie down in bed and don't want to move. In the face of all this, I have wavered. Is my youth going to be busy in a busy supermarket? Shouldn't my life have as much free time as other girls? After a day's work, my bones are falling apart and I don't even want to eat in bed. At this time, kind and simple sisters bought food for me, teased me with a smile and looked at their tired bodies and amiable faces. I am very touched. Yes, although the work in the shopping mall is monotonous, our life is colorful; Although most of the customers in front of us don't know each other, the sincere feelings between people are real.
First, insist that customers are God's purpose.
So I pulled myself together again, adhered to the tenet that customers are God, worked hard every day, took pride in fatigue and took pleasure in pain, all of which sublimated my thoughts. From then on, I realized that the monotony and hardship of work is no longer a burden, but a necessity of our life. In the ordinary post of customer service, ordinary you, me and him can also create a wonderful sky. People should be like this, no matter how ordinary the work is, how heavy the burden on their shoulders and how heavy the steps are, they should go on step by step until forever. People's life can't always be smooth sailing, and difficulties and setbacks are still with us. The flowing water is blocked to form beautiful waves, and life is more magnificent and colorful because of setbacks. This is what we do when we are in trouble. We fell down and got up again, recording our journey with failure. This is the real hero.
Second, offer love to customers.
Later, I gradually realized that my post is not only the place where I perform my duties, but also the stage where I dedicate my love to my customers. So I cheer myself up every day: no matter how wronged I am, I can't let my customers suffer a little injustice; No matter what kind of face the customer faces me, I will always be a smiling face to the customer. Life is like a mirror. When you smile at it, it will smile back at you. When I see customers smiling at me, and when my work is affirmed by the leaders, I feel an unprecedented joy and pride: I am giving love to the society in this way. Love is our common language!
Third, set higher goals.
Facing new opportunities and challenges, I want to set a higher goal-"to be the best customer service in the industry"! The best customer service is a business elite with high morality, sincerity, love, responsibility, excellent professional quality and leading professional skills! This requires us to insist that commitment is golden, persist in diligence and enterprising, and persist in learning and innovation. We know that a single flower is not spring, but a hundred flowers are spring. We are all excellent customer service of Quanfuyuan. Let's improve our competitiveness with more advanced marketing concepts, more professional marketing skills and better service. Only in this way can Quanfuyuan develop steadily, healthily and continuously in a strong market, and create wealth and value for society and employees.
The customer service summary of the shopping mall has finished the work in the first three quarters of 20xx. With the unremitting efforts and persistence of all staff, the tasks in the first three quarters have been basically completed. Specifically divided into the following aspects:
First, 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 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 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.
Second, the reception and handling of 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 *).
Third, 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.
Four or five supermarkets, strict inspection system, put forward the inspection focus 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.
Five, 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,
Six, 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.
Seven, actively cooperate with the company to complete all the work.
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.
Summing up the work of the service room in the first three quarters of xx years, although it has made some achievements and been recognized by the leaders, the progress of the work is still slow, and the professional quality of the personnel is still far from the standard of the manager on duty. Moreover, most departments are new employees, with relatively low professional quality, relatively lack of experience in handling customer complaints, and the service quality is also far from that of large shopping centers in developed cities. From the fourth quarter of xx to the first quarter of xx, I will strive to improve the quality and work efficiency of our employees, and take the lead in advocating and implementing "differentiated service" in Lanzhou, so that customers can enjoy not only the brand culture of XX, but also the service culture of XX.