ICBC 1 Customer Service Work Summary I have been in the customer service department for 20xx years, which is a place where I communicate directly with customers, with a large amount of business and many types of business. My duty is to connect all customers' phones every day, listen to all their opinions and suggestions, and establish a complete customer service communication file. Looking back on my work in the past year, I have learned a lot and found many shortcomings of myself. The following is my summary report, please comment, and hope to put forward valuable opinions.
Over the past year, under the leadership of the Party Group of Nanning Branch of China Construction Bank, I have strengthened my political belief and strengthened my study of ideological and political theory, laws and regulations and financial knowledge. Through study, I changed my ideas, improved my work style, adhered to honesty and self-discipline, consciously observed the discipline of the branch and various rules and regulations, earnestly performed my duties, established a good Scientific Outlook on Development, and practiced Theory of Three Represents Theory with my own practical actions.
At work, I do my duty and do my best. My leaders and colleagues also gave me great help and encouragement. With the joint efforts of all of you, I have made our customer service department a department that makes customers satisfied and praised, and makes customers feel that our customer service department is better than other banks. It has also won a large number of loyal customers who are willing to open accounts and handle business here. So I tried to remind myself. Be kind to yourself. In my busy work every day, I still insist on providing good service, answering every customer's phone with a smile, and answering customers' questions carefully and patiently, so that customers can achieve the best satisfaction. When I meet unreasonable customers, I try my best to be tolerant and understanding, and finally win the understanding and respect of customers.
A year's time, the busy days passed quickly, and I listened to the words and deeds of the branch leaders every day, being strict with myself and working hard. Time has also given me a deeper understanding of ICBC's work, expanded my knowledge through learning, made myself a model leader in my work, and infected and motivated my colleagues around me with my own practical actions. Various business concepts and rules and regulations have helped me to develop good behavior habits and realize my personal ideal of "one step straight into ICBC and one step straight out of ICBC". Pay attention to details and meticulous management in the work, and have a new understanding and understanding of illegal behaviors and more preventive measures. My work should not only be done well, but also be fast, legal and compliant. Satisfying customers is our only goal. Looking back on one year's work and study, I found my own shortcomings. Personally, I think:
1, lack of study. In the current information age, scientific and technological progress is the first development force. In the future work, new situations and contents will emerge one after another, and new knowledge and science will emerge continuously. Faced with these, only by endlessly learning all kinds of scientific knowledge and professional culture can we constantly adapt to the new requirements and development.
2. Personal work attitude is unstable. When you are busy or meet difficult customers, you can't strengthen your beliefs when you have time. This is also the performance that you can't really love your work. In view of the above problems, in 20XX, my personal efforts are aimed at the following aspects:
1, strengthen learning, further improve their own quality and ideological consciousness, steadily improve the service quality of the customer service department with skilled customer service, and strengthen their ability to cope with emergencies and analyze and solve various problems.
2. Strengthen individual team spirit, integrate into the whole family, do "give up one's family for everyone", give up personal simplification, strive to achieve common development of oneself and the collective, overcome negative emotions, do one's own work well, and cooperate with leaders to complete various tasks and services. In the coming year, I won't have any slack. I will work hard, sum up my shortcomings and advantages, share my achievements with my colleagues, and figure out how to work in the new year to make myself work better and do better.
Banks are the lifeblood of China. Only by settling accounts can the country develop better. This is the responsibility and obligation of every bank employee. Only in this way can we better contribute to the modernization of the motherland at an early date.
ICBC won, ICBC won, ICBC won.
Summary of ICBC's customer service work: The year of 20xx is drawing to a close, and the lost time has become history. Only today belongs to us, and only today can we grasp it! We should learn to be grateful and happy in prosperity, mature and strong in adversity! Learn to create brilliance with passion and make our life more exciting. Failure is not the mother of success, but the summary after failure is the mother of success. I would like to summarize my work in the past year to all leaders and colleagues as follows. Please criticize and correct the shortcomings.
First, strengthen service awareness and stabilize customers with high-quality and efficient services.
As a front desk teller, the window is extremely important, and the quality of front desk service is directly related to the impression of the whole bank among customers. In the daily business process, I pay attention to the cultivation of service consciousness, integrate humanized service and family service into every bit of service work, practice the concept of "customer-centered" of our bank in a down-to-earth and effective manner, think about what customers think, worry about their urgent needs, help customers manage their finances, provide multi-faceted and value-added services, and ensure customer stability through efficient and high-level services.
Two, strengthen the construction of internal control system, prevent and resolve financial risks.
The Bank organized employees to learn internal control guidelines and other contents in a targeted manner, focusing on the provisions of the Head Office on the prohibition of employees from working in xxxx Bank and the internal control management system. Pay close attention to implementation and execution, urge employees to strictly implement it to the letter, pay close attention to system implementation from the perspective of preventing business risks, gradually standardize management, improve service level and business environment, impress customers with sincere service and subtle attention, and win customer support. At the same time, I combine ideological education with practical work, find gaps and problems in comparison with work, and truly guard against risks.
Third, strive to improve their own service and professional quality, and actively serve customers.
The year of 20xx is a year of corporate business transformation, and the key to cultivating core customers is to enhance customer loyalty. To enhance customer loyalty, we must put customer relationship in an important position and get due rewards on the basis of improving customer satisfaction and loyalty. Therefore, this requires that when we launch every product and service and formulate every system and process, we should change from taking internal work requirements as the standard to taking customer needs as the standard, especially for customers at different levels, we should formulate differentiated service specifications and formulate and implement the overall service plan for high-end customers; It is necessary to establish the concept of "service is no small matter". Continuously improve services; Pay equal attention to expansion and maintenance, and dig deep into customer value. By strengthening customer relationship management, we will actively promote the transformation of marketing service from one-way service to interactive service, from rough service to refined service, and from universal service to personalized service, and truly form a relationship of benefit sharing, win-win and mutual benefit, and interdependence with customers.
IV. Shortcomings in Work and Future Plans
First, study is not enough. The times are changing, the environment is changing, and the work of banks is changing from time to time. Every time something new appears, every time a new situation happens, we still lack a little sense of urgency and consciousness in learning in the face of such severe challenges. Learning new knowledge, mastering new theoretical basis, professional knowledge and working methods to adapt to the changes in the surrounding environment require me to change with the situation, improve my post-holding ability and cultivate myself into a comprehensive CCB employee, which is my goal. Second, they are not proficient in certain businesses. In my future work, I will carry forward my achievements, overcome my shortcomings and work hard in the following aspects: 1, and strengthen my study. I will make unremitting efforts to learn new business knowledge in the bank and apply it to practice to better meet the needs of CCB's development. 2. Strive to improve work efficiency and quality, and actively cooperate with bank leaders and colleagues to do a better job.
Finally, some achievements have been made in the past year, but there are still many shortcomings. I still have some shortcomings in the handling and operation of some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, give full play to my strengths and make up for my shortcomings. In the new year, I will set new goals for myself and meet new challenges with full mental state. Learn from other colleagues, learn from each other's strengths, exchange good work experience with each other and make progress together. There will be more opportunities and competition waiting for me next year. I secretly encourage myself to gain a foothold in the competition, and my eyes should not be confined to the small circle around me, but should focus on the overall situation, future development and strive for better work results.
The customer service work of China Industrial and Commercial Bank was summarized in xxxxxx. I entered the XXXXXX branch with the yearning and pursuit of financial career. Here, I will release the energy of my youth and ignite my career dream. Time flies, and it has been one year since I came to xxxx Branch. In this short year, great changes have taken place in my life, and I have gradually matured in my work, study and thought.
In xxxx branch, I work as the most common teller. Some people may say that ordinary customer service is not a career, no, customer service can do a brilliant career. Excellence begins with the ordinary, and perfection comes from the earnest. I love this job and regard it as the starting point of my career. As a xx employee, especially a front-line employee, I deeply feel the heavy responsibility I shoulder. Counter service is a "civilized window" to show the good service of ABC system, so I win the trust of customers with full enthusiasm, sincere service and positive working attitude every day.
Yes, among the employees of ABC, the tellers are directly facing the customers, and the counter is the window to show the image of ABC. Tellers' daily work may be busy and monotonous. But in the face of all kinds of customers, tellers should be skilled in operation and enthusiastic in service, day after day, so that customers can truly appreciate the sincerity of ABC people and feel the warmth of doing business in ABC. This kind of work is extraordinary, and I am proud of my position! To this end, I ask myself to do: first, master excellent business skills and never relax business learning; Second, maintain good professional ethics and abide by national laws and regulations; Third, cultivate harmonious interpersonal relationships and get along well with colleagues; Fourth, know yourself and yourself, win without arrogance, and lose with grace.
Since I joined the work, I have stuck to my post, worked hard, learned business knowledge and asked my experienced colleagues for advice. Only in this way can I really do a good job that can stand the test of time. Little things make me deeply realize that as a frontline employee, he is destined to be ordinary, because he can't block the gun like a frontline soldier, blow up the bunker with full blood, and leave the world a hero's reputation. He can't even sow summer harvest in winter and harvest in summer like a farmer. Some just repeat those boring operations and complicated affairs year after year, such as deposit, withdrawal, entry, collection, distribution, marketing, maintenance and welcoming. In this ordinary post, let me deeply realize that greatness lies in the ordinary, ordinary we can contribute, our enthusiasm, our sincerity and our youth. Ordinary people can also create a beautiful sky. Without foundation, there is no tall building, and without ordinary, there is no greatness! The value of life can only be sublimated and perfected through ordinary dedication.
In the process of serving customers, I always adhere to the principle of "thinking what customers think, meeting their needs and eliminating their worries", and provide customers with all-round, thoughtful, convenient and efficient services, so as to achieve standardized operation, standardized service, polite language and decent manners, leave a good impression on customers and win their trust. In the actual handling of business, under the premise of ensuring compliance with the rules and regulations of the bank, we should master the marketing methods flexibly, provide certain convenience for customers, and provide personalized and fast services flexibly and moderately.
Perfection comes from seriousness. On the basis of good customer service, we try our best to provide more thoughtful service for our customers. Because, there are no picky customers, only imperfect services. In my daily work, I actively and assiduously learn new knowledge and new business, integrate theory with practice, and master various service skills. I start with small things, try my best to handle business quickly, accurately and efficiently, so that customers can wait less, run less and ask less, and provide customers with timely, punctual, timed and anytime services.
Youth is the most precious time in life, because you are full of ambition and vitality, because you dare to do things, because you have too many dreams and hopes, so you are full of vitality! But in my opinion, the preciousness of youth still includes unremitting pursuit and team integration, lofty moral cultivation, strong will, and more importantly, it is necessary to stand up to the ordinary, stand on the ordinary, be indifferent to fame and fortune, and be brave in dedication!
Today, we dedicate our fiery youth to the ordinary xx jobs. It is in this alternation of youth that the Agricultural Bank of China developed step by step. On her clear annual rings, our youth will also be deeply printed. Franklin famously said, "Push your career, don't let it push you". Today, I am here to promote my career, which stems from my pursuit of the value of life and my enthusiasm for financial career. Because I know that as a growing young man, only by organically combining his personal ideal with the development of agricultural finance can he give full play to his work enthusiasm, initiative and creativity and realize his life value in the process of creating a bright future for Agricultural Bank.
Summary of ICBC's customer service work 4. It has been more than five months since I registered online, participated in listening, written examination, re-examination and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From being an independent individual to becoming a member of the customer service center of xx Bank Telephone Bank. From these months' work, I have summarized the following points:
First of all, based on their own responsibilities,
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, do their job well, resolutely obey the company's arrangement and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff in xx Center of telephone banking, I deeply realize that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's; Secondly, insist on individual self-study, carry forward the "nail" spirit, squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services.
Summary of customer service work of ICBC 5 I can say that I have been working for X months. During the X months in this company, I watched the company change day by day and watched myself grow day by day. Life is full of hope. Every day, endless problems constantly hone and strengthen us. The new year is coming soon, and new challenges will follow. I hope my team and I will be stronger and play more roles next year. I really want to find a quiet environment, have a cup of tea, listen to a song, quietly count my harvest this year, and then think about next year!
I. Personal summary
I joined on X/X, and like many new employees in the early stage, I was really confused when I first came. The department has just been established and there is no professional executive director. No one told me what the merchant code was, and no one told me what the online store was like. How do I start learning this system? The first week after I arrived, I followed Chilong to Oba for execution. At that time, I really felt like an idiot and could do nothing! After I came back, I worked hard to sort out the problems I encountered in Oubana for four days, put forward the problems I felt unreasonable, and told the company that someone needed to give us some systematic training!
Soon, all the efforts finally paid off. The company organized training, and the detailed operation from the online store to the system made me understand why the system can dock with the online store and how to dock! The question I asked before could have been solved like that. At the same time, we finally have a real department: customer service center.
When I was in the customer service center, because I was a new employee, my daily job was to learn the test system from others. Although there is no test task, I ask myself to test every function every day. I know that the exam is not only an exam, but also a kind of learning! I don't have any clients to implement it before X months. During this time, besides testing the system, I also learned to make various operation videos by myself. No one asked me to do this, but I know I will do these things. For the same purpose, the video I made may not help others, but it will definitely help me!
At the beginning of X, I finally realized my first customer. Thank you very, very much for this customer, thanks to his tolerance and guidance, I finally completed this customer, and let me understand that execution is really not a very easy job! In the whole implementation process, I learned not only the skills of software, but also the analysis of software system and the arrangement of functional documents!
The subsequent implementation started smoothly, but due to impatience and long-term implementation in different places, the mood was unstable. When it was implemented for customer X, I was too impatient to go back and didn't take the customer's affairs to heart, which led to poor implementation quality. Although these X customers finally used the system, my working attitude left a very bad impression on the customers, which I have been telling myself since then!
Second, my harvest.
1. In the implementation process, the professionalism of skills affects the trust of customers, and trust represents the cooperation of customers;
2. After the implementation of the process, the attitude of dealing with the problem has affected the customer's opinion of you. We must take the initiative to deal with the problem. Maybe we can't solve the customer's problem, but we can help them think of other ways, so that the customers who make things difficult will be grateful to you. I am very grateful to xx in xx Department, and I agree with him.
3. In the process of implementation, we should dare to tell customers a good operation process, suggest them to plan the process, lay a good foundation for their future development, and get better suggestions in discussions with customers, which is also very grateful to xxx;
4. In the process of implementation, it is very valuable for the future development of the company and the improvement of the system to regularly sort out and collect various problems;
As an implementer, I understand that I am only an implementer, and I am responsible for the implementation and training of products. I will be more professional, sincere, modest, serious and have good work habits for customers, customer service, business and product departments in the future. At the same time, I am very grateful to those who have helped me.
Summary of ICBC's customer service work The end of the sixth year is approaching. Thanks to the branches and savings offices for giving me the opportunity to study and exercise continuously this year. In order to lay a good foundation for next year's work, I summarize this year's work:
I always adhere to the principle of "work first", conscientiously implement all the rules and regulations in the hospital, be conscientious and work hard, always spur and improve myself with the service concept of innovative service and lasting service, and strive to provide standardized and high-quality services for depositors with the purpose of customer satisfaction. Today, in the branch of xx Bureau, I pay attention to the cultivation of employees' quality. On the basis of mastering the original business process, learn new business seriously and actively, especially personal financial business. At work, he can always think about what customers think, worry about what customers are anxious about, and give customers the most satisfactory service.
Over the past year, I have handled business quickly and accurately, and the business volume has been in the forefront of the hospital, with an average monthly business volume of xx. For example, in the second quarter, I opened xx wealth management accounts with an amount of xx million, and organized other banks to deposit more than xx yuan. I have been in charge of business since xx. In the case of a serious shortage of staff in the savings office, I took the initiative to share the worries for the leaders, regardless of personal gains and losses, giving up long breaks and working overtime in the office, which played a correct role in the work.
In order to achieve customer satisfaction first, I not only make preparations before going to work every day, but also ensure that I open the door on time and provide full service. I often sacrifice my personal rest time to deal with various businesses of the company and actively promote our products to customers, such as funds, national debt, insurance and so on. And make the explanation concise and easy to understand, so that customers can understand and accept our products in the shortest time. For high-quality customers, I basically stand and serve, greet them when they come, and send them when they leave. In addition, I patiently and meticulously explained personal financial services such as personal savings business, personal consumption loans, personal housing loans, and personal e-banking, which were well received by customers. Since the beginning of this year, it has been praised by customers for more than xx times, but has not received a customer complaint, and has been praised by unit leaders many times.
Based on a high sense of responsibility and customer-oriented service concept, after a year of hard work, study and practice, I won the honorary title of the best supervisor of xx Branch twice in the second quarter of this year, the best accounting quality award of xx Branch for the second time, and the mistakes in the second quarter ranked xx in the city. These honors and achievements can not be achieved without the training of leaders of expense banks and savings offices and the concern of colleagues.
In order to adapt to the new changes, while mastering modern office equipment and business skills, I also pay attention to improving my own quality to meet the needs of financial modernization. Recharge yourself after work and try to learn computer skills by yourself.
Through these years' work, I have improved my comprehensive quality and exercised more maturely. In the future work, I will continue to be a master, be conscientious, work hard, love my job, learn from the strengths of others, overcome my own shortcomings, and make my own modest contribution to the development of the institute as always.
My work slogan is: provide better service for customers and implement quality service.