Chapter 1: Overview of hospital switchboard operator's work. Unconsciously, I have been working in xx line of xx company for three months. From the beginning, I implemented the system of shifting from five classes to seven classes and five classes ... The company and the center leaders adjusted the working hours of the operators three times according to the telephone volume and actual work needs to ensure the quality of the operators' work and give them enough rest time. This makes me fully embody the excellent leadership science and "humanized" management system. On the other hand, in April, it was our group's turn to go to work during the day, and more people went to work during the day than in shifts, which also provided me with a good exercise opportunity to test how to manage my team well. The cases that the day shift comes into contact with are diverse and complicated. Sometimes you will encounter cases that are not within the scope of the center's acceptance, or you don't understand the laws and regulations of urban management, and you will immediately consult the leaders. Sometimes I feel that I am at war and emphasize improvisation. Because the work can be arranged flexibly according to the actual situation at any time.
Generally speaking, as the monitor, I will answer the complaint phone with the team members. When there are many cases, I will dispatch them in time. Otherwise, the district special line can't handle it immediately, which directly affects the case response rate of the center. Sometimes tourists come and citizens come one after another. I remember one time I wanted to go to the bathroom but I couldn't get away. I have to put up with it until the end. Team members will ask you questions about the case from time to time. Sometimes I am too busy. Because there are many people going to work during the day, it is necessary to arrange meal time and rest time reasonably. Sometimes it is impossible to guarantee that everyone will take an hour off, communicate and coordinate with team members, and make arrangements. In order to ensure the smooth line, everyone is willing to shorten the lunch break, which is very rare. I deeply understand the hard work of changing shifts. Through working during the day, I realize that my colleagues who used to work during the day are also very hard. I also deeply understand that we should not be careless during work, regardless of personal gains and losses, and always think about the overall situation.
I didn't do well in all aspects in March, because some personal problems were involved, and the single supervisor took the initiative to understand the situation with me. I also promise to do better next month. In this way, my grades in April have been greatly improved.
From this point, I understand that I should not bring personal problems into my work. This also proves that everything depends on people's efforts, and mistakes must be corrected. Most importantly, I realized that "I don't make excuses for failure, only for success". I will continue to work hard as I did in April. This is my deepest experience working here.
Chapter two: summary of the work of hospital switchboard operator. Some people say that time flies. At this moment, I finally realized that I had been in the company for more than a year before I knew it. In 20xx, under the correct leadership of the leaders at all levels of the company and with the solidarity, cooperation and concern of my colleagues, I successfully completed all the tasks this year and further improved my professional quality and ideological and political aspects. In order to better promote this work, I will summarize and report my personal work in the past year as follows:
When I first entered the company, I have been learning service terms and practicing Mandarin nervously. It is said that details determine success or failure, and many people will ignore it disapprovingly. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. As a newcomer, I first thank my colleagues for their concern and care, which makes me more and more confident in my work.
However, we often think that as long as we start and get everything ready, everything will be fine, but the result is always not as good as we imagined. Usually, several colleagues work together, and they all think it's ok and there will be no problem. At the beginning, I was more or less nervous. When I was nervous, I sometimes forgot the protagonist. Fortunately, I adjusted myself in time. Later, after talking with new colleagues and consulting with old colleagues, I realized that most of my colleagues had had such a transitional period and were more or less nervous. Therefore, I think there is nothing we can't do well as long as we adjust our mentality. I will never allow myself to do such a simple thing well. I firmly believe that I can do it! After that, every time I sit in front of my mobile phone, I will take a deep breath and adjust my mind. More times, I feel that everything is used to it and the working procedure is natural. I firmly believe that this will not affect my future work. I firmly believe that I will always adhere to the principles of the company, strengthen my study in the future work and do my job well. Foshan talent network
As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every norm. In addition, I think we should pay attention to the following details and constantly improve ourselves in practice.
First, call with your heart. In the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the tasks specified by the company as soon as possible.
Second, the expression and tone are pleasant. One of the basic characteristics of our work is that we don't meet customers and don't transmit information through voice, so our facial expressions, intonation and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a simple tone, and appropriate words, giving customers a pleasant feeling, making customers infected by our simple pleasure and making their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent company employee. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I will learn from small things and start from small things.
I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others, in order to keep up with everyone's pace and create better performance for the company.
In the first half of 20xx, I will give full play to my advantages, improve my shortcomings, broaden my thinking, be pragmatic and do my job well. To this end, I will plan my work for the first half of the year as follows:
The first is to strengthen overall planning. According to the annual work requirements of the company's leaders, make specific plans for the work in the second half of the year, clarify information, time limit and goals to be achieved, strengthen coordination among departments, organically combine all work, clarify work ideas, improve work efficiency and enhance work effectiveness.
Second, strengthen the construction of work style. Always maintain a good mental state and carry forward the work style of hard work, advancing despite difficulties, striving for perfection, being rigorous and meticulous, and making progress with heart.
Everyone says that if you want to do a good job, you must first love it. In this year and a half of work, I found that I like this job more and more. In my future work, I firmly believe that I must abide by every rule and system of the company, make a good work plan for the operators, carry out every work flow well, and remember every standard clause. Be strict with yourself: there is no best, only better.
I clearly know that I still have a long way to go to become an excellent operator, but I firmly believe that I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!
Chapter III: Summary of the work of hospital switchboard operators. . . DuDu. . . "Hello, XXX at your service. What do you want to consult? " "Hello, go ahead" It is the duty of each of our operators to answer the phone honestly and enthusiastically. Every phone call is a consultation, complaint, repair report and opinion for us. Things are different and the conditions are different. We should treat every customer seriously, from which we can see the image, culture and dignity of the company. Can you still see the working attitude and seriousness of the staff?
What do I do for the establishment, what do I do in the establishment, and what should I do?
I have not been an operator for a long time. Compared with many old hands, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I have to pay more energy and time to study than others in order to keep up with everyone's pace. When I first got on the xx platform, relying on my hard-working attitude, I was not only familiar with the operation and processing flow of the voice platform, but also deeply understood the whole operation flow of xx equipment, which made me more handy in my work.
However, as a mass service window and an ordinary customer service representative, 95598 not only needs to know some simple technical and professional knowledge, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language expression potential and communication potential, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach. Therefore, I participated in all kinds of service knowledge training organized by the organization, learned relevant service and communication skills through the network, and applied them to service work.
New customer service and honest service, xXX, president of XX, has a famous saying: Under the same conditions, good service can win customers and "create" customers; Poor service will lose or "destroy" customers. Honesty is a kind of resource, a kind of capital and the soul of quality service. As an ordinary employee of the customer service center, I will look for the gap more carefully, learn from the advanced experience of other "satisfaction windows", learn from the strengths of others, make up for my own shortcomings, and let myself grow sturdily in the customer service center. With the banner of "building the window number of people's satisfaction" and the slogan of "your satisfaction is my pursuit", we adhere to the policy of "people-centered, market-oriented, and people's satisfaction as the purpose" to make the quality service work rich and colorful. Self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-oriented, and constantly improve the quality of service; Make sure that there are 19 daily polite service expressions such as "please", "hello", "what can I do for you", "what can I do for you" and "please wait a moment". If it is used, it is forbidden to use the service "forbidden language"; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers. At the same time, pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills. At the same time, do a good job
We should "pass on, help and guide" new comrades and strive for common progress. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.
In the first few minutes of talking with the caller, I listened attentively to the caller's information, continued to be polite and improved my work quality. When encountering complaints and feedback, we should understand all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users, and let them worry about what customers think.
In the continuous study, I found that my life has become rich and wonderful. Originally silent, I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities. Therefore, in the new day, I will make persistent efforts and do better.
How time flies! In a blink of an eye, I have been busy in xx customer service center for more than a year. Looking back on the past, looking forward to the future, looking back on the bits and pieces of this year, there is no best for me, only better.
Chapter IV: Summary of the work of the hospital switchboard operator: My name is xx, and I started work on July 14, X. Time flies, and my life abroad for more than a month is coming to an end. Since work, under the careful training and teaching of the unit leaders, we have made great progress and gained a lot through our own continuous efforts, whether in thought, study or work.
Consciously abide by the company's rules and regulations and insist on participating in every training of the company. I devote myself to my study and work with rigorous attitude and keen enthusiasm. I was once lost for my ordinary life, and I was also lost for the day after day. However, the increasingly fierce social competition has also made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique, and at the same time, I am trying to get close to the party organization. On July 1 xx, I submitted an application to the Party, and I have always understood the Party's investigation, expecting to join China as soon as possible.
In study, I am strict with myself, with a strong pursuit of professional knowledge and skills, correct working attitude, and integrate theory with practice. In addition to learning professional knowledge, we also pay attention to the expansion of knowledge in all aspects, and extensively dabble in the knowledge of other departments and disciplines, so as to improve our own specialties and ideological and cultural quality, including learning to develop good living habits in life, living a full and orderly life, having a rigorous attitude towards life and a good life style, being warm and generous, honest and trustworthy, helpful, having their own good principles, and being able to live in harmony with colleagues. Because my major has nothing to do with the logistics industry, I never let go of my theoretical knowledge and business knowledge, and at the same time, I link the actual combat in my work with theoretical knowledge to make the theoretical level simpler.
I remember that when I first entered the logistics company, I had to arrive at my post more than an hour in advance every day in order to master the business of the logistics company as soon as possible. In addition to my work attitude, I also respond attentively to various activities organized by the company and often participate in various activities and colleagues' gatherings organized by the unit.
The customer service staff of documents is mainly responsible for receiving the customs declaration materials submitted by customers and completing the preliminary examination or reporting of customs declaration materials. After checking that the customs declaration materials meet the basic reporting requirements of the customs declaration form, follow up with reference to the business system data, and then submit the documents to the document reviewer for review; For any problems in customs declaration, communicate with customers at the first time and solve them quickly. In customer service, in order to better serve customers, I give different help and services to customers with different levels and needs, which requires me not only to have comprehensive professional knowledge and extensive information sources, but also to keep close contact with various departments. More importantly, the urgency and accuracy of conveying information. What I have learned in the past also makes my work in customer service handy. At the same time, strengthening close cooperation, unity and cooperation with colleagues, mutual understanding and forming group strength can improve the efficiency and progress of work. As I have just arrived at customer service, many businesses are unfamiliar. From the beginning, I was afraid to answer the customer's phone, so I couldn't operate quickly and independently. Others are more anxious about themselves. At present, I'm still getting familiar with it. Without the help of my master, I'm trying to accomplish the duties of an excellent customer service staff independently and better.