Summary of departmental telephone customer service work: I am XXX, graduated from XXXX University, majoring in XXXX, and started working in the e-commerce department on XX, XX. At present, I am a customer service specialist. The probation period of joining the company for several months is coming to an end. Since my work, I have made great progress and gained a lot in my thought, study and work under the careful training and teaching of the unit leaders and through my continuous efforts. During this period of work and study, I have a relatively complete understanding of the company; I have a clear understanding of the company's development process, management and personal responsibilities. In the process of getting familiar with the work, I gradually understood the core values of "honesty, diligence, realism and innovation", which added new vitality to the steady development of the company. The following is my self-evaluation during the probation period and a summary of my work performance.
At work, my main position is customer service specialist. At work, I try my best to do my job well and improve work efficiency and quality. In addition to doing my job well, during the preparation of Tmall's new store and the department's development of new products, I cooperated with the data specialist and used my own advantages to help him formulate a series of tables and summarize relevant data. Summarized the hot-selling products of the industry in the field of e-commerce, and combined with its own products, optimized the title for the fourth time; On the platform of JD.COM, products are imported and so on. As pre-sales customer service, we should put customers first and try our best to meet customer requirements. During the period of learning product knowledge and mastering customer service related skills, it is with such a firm belief that I strictly demand myself, study hard and strive to become an expert. It laid a good foundation for the smooth development of my future work.
In learning, I am strict with myself, correct my work attitude and integrate theory with practice; So as to improve their strengths and ideological and cultural quality, including learning to develop good living habits in life, being rich and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and trustworthy, being ready to help others, having their own good working principles, and being able to live in harmony with colleagues.
Consciously abide by the company's rules and regulations and insist on participating in every training of the company. I ask for positive progress, care for the company's bricks and tiles, and always devote myself to study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.
During this period, although I learned some theoretical knowledge from school, the current situation can not meet the needs of work. In order to master the e-commerce industry and bathroom industry as soon as possible, I insist on coming to the company every day to learn the company's system and theoretical knowledge. During working hours, I will learn practical operation with my predecessors and help to do some small things. In the evening, I will discuss the work content with my predecessors and talk about the inconvenience of work, my dissatisfaction and my shortcomings. My seniors will give me support and spiritual encouragement at work. After a long period of training, overcoming and hard work, I will gradually become a qualified employee.
Although it is only a few months, the gains in the middle are indelible, which cannot be separated from the help of unit leaders and colleagues. I have always believed the saying, "No matter how bright a match is, it is only as bright as a bean." . But if you light a pile of matches with a match, it will burn very brightly. "I hope to use my brilliant youth to ignite every guest and inspire my colleagues to contribute to our cause, forge ahead and create a better tomorrow. Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs the spirit of "transcendence". I believe our work will get better and better through hard work.
Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I am willing to contribute all my strength to the vigorous development of the company.
Summary of departmental telephone customer service II. I have been a customer service worker in China Telecom for three years. In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the kpi assessment, he was rated as an excellent customer representative every month. As an outstanding representative, I was sent to * * for affinity training in XX, and was arranged to exchange and study in ** 10000 in XX, during which my suggestions were adopted by leaders many times. Because of his outstanding achievements, he was rated as an outstanding employee of XX year. I have a wide range of interests in entertainment. Love writing. Last May, a valuable advertising slogan was adopted in the solicitation of telecom product advertisements. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial, and they are very busy every day. Every day, they will meet all kinds of customers, polite, rude, grateful, angry, reasonable, unreasonable and have the wrong number &; & amp the beginning, my mood will change with the things I meet and the customers I meet every day. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly.
So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone. I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. In the customer's words, with my personality to guarantee such a heavy word, I immediately said, sir, I believe you. . . And write down his personal ID number in detail, and inform him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing.
It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes is by no means a statement of "Sir, I can understand your feelings", but a sense of responsibility and good judgment and execution are needed to truly realize customers' wishes and enhance the company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Understand the customer's psychology, let me understand from experience that I am sorry. I'm really sorry. It is not easy to arouse customers' disgust. It is more acceptable to say that we transfer it to the business department, or that we transfer it to the * * department (directly named department) to handle it for you than that we transfer it to the relevant department to handle it for you. Users will feel that it is not perfunctory.
I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group in their prime, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.
Summary of departmental telephone customer service In the past 30 years, under the correct guidance of company leaders, the customer service center has continuously improved the center management system and workflow, strengthened training, strengthened business level and work efficiency from practice, and strived to complete various tasks. The work in the past 20xx years is summarized as follows:
(1) Summary:
Summary of the work of the complaint department;
(II) Summary of the work of the Complaints Department
First, answer patiently, which is convenient for placing orders.
The complaint department answers customers' calls politely and patiently. We know that every phone call and consultation may lead to an order, so we cherish every customer, do our best to make an order, and carefully record the relevant information of the order and convey it to relevant departments.
Second, deal with orders in time.
The complaint department browses the order information on the "96860" service platform every day, together with the orders arrived by the hotline every day, and delivers these orders to the relevant distribution stations at the first time to ensure that the orders take effect in time.
Third, handle complaints in time.
The complaint department browses the complaint information on the "96860" service platform every day, and in addition, it contacts and informs the person in charge of the relevant publishing station at the first time through the hotline and letters and visits from readers to ensure that the complaints can be solved in time.
For some complaining customers who request to unsubscribe from newspapers, we actively coordinate with the responsible persons of relevant publishing stations, urge the responsible persons of relevant publishing stations to solve problems for customers in time, and do our best to persuade customers to continue subscribing, so as to prevent customers from losing and safeguard customers' interests and company image.
Fourth, warmly receive the petitioners.
The Complaints Department warmly receives and listens to the customer's complaints, immediately contacts the person in charge of the relevant publishing station, and requires the person in charge of the relevant publishing station to personally go to the company to solve the problem for the customer when necessary, until the customer leaves with satisfaction. In order to retain every customer, we warmly receive, patiently listen to customers' demands, actively cooperate with and urge relevant publishing stations to handle the problems reflected by customers, so as to maintain customers' confidence in the red newspaper box and avoid losing customers due to complaints.
Five, pay a return visit to customers, closed-loop management
The Complaints Department will follow up and pay a return visit to newspaper complaints, and when necessary, the inspectors will go to the next station to investigate and pay a return visit to the door to promote the closed-loop solution of complaints. The return visit process of the complaint department to the complaint includes:
1. Check with the person in charge of the relevant publishing station whether the complaint has been completely resolved.
2. Visit the customer to see if the complaint is completely solved.
3. If the complaint is still unresolved after returning to the customer, continue to contact the person in charge of the relevant publishing station to urge the solution until the complaint is closed.
4. Repeated unsuccessful complaints are upgraded to repeated complaints, and serious complaints are upgraded to malignant complaints.
We know that a return visit can make customers realize that the customer service department attaches importance to the questions raised by customers. Complaining is not terrible. Paying a return visit in time and being sincere not only reflects a good image of a company, but also is an important link to maintain old customers and avoid customer loss.
Filing and analysis of complaints about intransitive verbs
1. The Complaints Department establishes monthly complaints and return visits files, which are kept in a centralized way for the statistics and analysis of monthly complaints.
2. The Complaints Department makes statistics on complaints every month, and counts the proportion of complaints at each station according to the number of reports received by each station every month, and makes ranking, tabulation and analysis.
3. The Complaints Department makes statistics, tabulation and analysis on the types of complaints every month.
4. The Complaints Department makes statistics, tabulation and analysis on repeated complaints and malignant complaints every month.
Seven. Definition and punishment of complaints
1. After analyzing the monthly complaints, the Complaints Department defines them as general complaints, repeated complaints and malignant complaints.
2. The Complaint Department will punish those responsible for repeated complaints and vicious complaints of relevant distribution stations every month, and formulate a monthly punishment summary of the Complaint Department of the customer service center, which will be signed by the company leaders, publish relevant punishment information on the Internet, and send a copy to the Finance Department to punish those responsible (in special periods of maintaining stability, only tabulation will not be punished).
3. The Complaints Department defines and punishes the complaints in detail based on the principles of justice, fairness and openness, so as to ensure that the punishment can produce corresponding effects.
Eight, to provide help for readers to consult other businesses.
The daily telephone consultation business of the Complaints Department is heavy, and customers' questions are varied. Our department patiently answers customers' questions and tries its best to explain them. When it comes to the problems of other departments, we will carefully record and convey them to relevant departments to ensure that the problems raised by customers are solved. For example:
1. The newspaper needs to be relocated due to the change of customer address.
2. The customer's report box is damaged and needs to be replaced with a new one.
3. Customers who travel need to store newspapers regularly.
4. Business consulting.
Nine, actively cooperate with the company to complete the work.
With the continuous expansion of the company's business and the increasing types of business, we actively cooperate with relevant departments to train and learn the relevant business notices conveyed by various departments of the company, and strive to
Do a good job in answering customer inquiries and promote orders. Including:
1. Related activities of the business department
2. Related activities of dairy project department
3. Net Super Company related activities
4. Related activities of vegetable project department
It has been four years since the telephone customer service work of the department was summarized, and I spent a year in Yi Ming Dairy unconsciously. I have been engaged in customer return visits and baby care hotline consultation in the customer service department. Looking back now, it's like when I applied for the customer service department of our company yesterday, but during this time, I learned a lot and matured a lot.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. In fact, the customer service staff in the infant dairy industry also need to know a lot of knowledge, such as nutrition, baby care, communication skills and so on. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
It is a must for every customer service nutritionist to pay regular health visits to old and new customers in Yi Ming. Facing the repetitive work every day, we nutritionists should do our own jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about and give customers the most cutting-edge information, such as hand, foot and mouth disease, according to the different months and seasons of the baby. The latest parenting information and the fastest information trends, give special feeding guidance.
Compared with telephone call back, answering the 400 hotline has made me more patient, and in character, it has also let me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.
I remember one time, still fresh in my memory, when a male client called and answered the phone, it was a fierce "barrage". Companies do activities in the local area, and there will be gifts when they buy a certain number of products. At that time, the sales staff informed that the gifts were temporarily distributed, and an iou was given, which will be replenished later. But when I came back, I saw my friend also participated in the activity, but he was able to get the gift, so the male customer went to the supermarket without asking about the situation. In the process of communication, he kept repeating how noisy he was when he went to the supermarket, and how he would damage Yi Ming's reputation if he didn't get the gift right away. I have always stressed the need to use force against the shopping guide, and I have repeatedly confirmed who answered the phone here.
The more customers talk, the more excited they are, and their emotions are out of control. They said that if they didn't receive gifts again, they would come to the company to find trouble, and the end would be the same as the shopping guide. Because I was worried and angry, my voice became stiff and louder. I can't say anything I brew. I have been trying to persuade him not to go to the shopping guide, and the other party simply doesn't listen to the explanation. On the other end of the phone, I was confused by the point. Not only did I suffer indignities, but I didn't appease my customers. Afterwards, under the leadership's prompt and guidance, I realized that the incident was not handled properly, which made me realize that the most basic condition as a customer service staff is to handle all kinds of complaints from customers calmly and rationally.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible. When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The market in Yi Ming is getting bigger and bigger, more and more customers choose Yi Ming, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. So, we used our spare time to study baby feeding, baby growth and early education, pregnant mommy books, and consult relevant maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only the guidance of feeding knowledge, but also the complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and communicate with each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.
Department telephone customer service summary: under the guidance of leaders at all levels of the group company, with the strong support of relevant departments and the joint efforts of all employees, our company's customer service hotline successfully completed all the work in 20XX, successfully passed the restructuring period and achieved certain results. However, due to the short time, there are still some problems. Now we will summarize and report the work of our customer service hotline for 20XX years, and report the work progress plan for next year as follows.
I. Summary of 20xx Work
(1) Achievements
1, actively promote and implement actions to improve the rigorous customer service hotline workflow; Since the establishment of customer service hotline, under the influence of corporate culture, all employees have a new understanding and understanding of service consciousness, service concept and service attitude in thought and action. It is a leap for the hotline staff to answer the phone at random, colloquially and not deal with the problem in time, and now every call from the user is carried out in accordance with the established workflow. From "answering-accepting-assigning-supervising-follow-up-return visit" to the later customer satisfaction survey, every step should be strictly and meticulously implemented. Our customer service staff have never been familiar with this job, and have made great efforts to master it and properly solve the worries of customers.
Since the customer service hotline was formally established in September, it has handled problems in a timely and effective manner, and the customer satisfaction rate has increased and the complaint rate has plummeted. The efficiency of the whole group company has been greatly improved.
2. Affectionate, caring for users and providing quality services;
Quality service is the lifeline of modern industry and our group company. We firmly believe that only by continuing to get the support and trust of users can our group company develop steadily for a long time. As a customer service hotline, our daily work is mainly: accepting users' demands externally and coordinating internally. Our service is the epitome of corporate image, and the service attitude and quality directly affect the reputation of the group company. All our staff establish a heartfelt sense of service, adhere to the purpose of "high-quality water supply and sincere service", carry forward the spirit of "rigor, cooperation, enterprising and Excellence", care about what users think, and embody "family service" and "smiling service" with practical actions to truly solve problems for users. In my work, I took pains to answer all kinds of inquiries from users, actively coordinated the work of various departments, listened carefully to opinions and suggestions from all sides, learned to sum up in my study, constantly improved and perfected my service, won the recognition and trust of users, and established a good corporate image.
3. Pay attention to cooperation, and Qi Xin will work together to build a service brand with team spirit; Customer service hotline is responsible for all kinds of consultation, repair, leakage and so on. Users in Xining area have a very heavy workload every day. However, our customer service staff are meticulous in their work, helping each other and learning from each other in line with the corporate philosophy of "government assured, users satisfied and employees happy". Qi Xin will work together to build an efficient, united and young team to provide quality services to customers. For us, every achievement is achieved through joint efforts.
(B) the existing deficiencies
In the past year, with the joint efforts of all staff, the call center has made certain achievements. However, because our center has been established for a relatively short time, there are still some shortcomings in experience, skills and staffing. This requires us to conscientiously sum up the investigation and constantly improve in the future work to promote the long-term and effective development of the company's various businesses. Mainly in the following aspects:
1. In terms of hardware infrastructure, the Bank still has hardware facilities. We will contact relevant superiors and materials departments to solve this problem as soon as possible, which will play a favorable role in promoting the development of our company.
2. Because our center has just been established, employees don't have much work experience, so we can't quickly and effectively judge the root of the problem in the initial work and give users answers in time. In addition, when we coordinate with various departments to solve customer problems, we lack coordination ability.
3. Although the staff in our center are very active, in a lot of work, the staff in our center sometimes have the situation of "the heart is willing, but the strength is weak", lacking professional knowledge and unable to provide professional answers to users' demands.
4。 The reason for the above two or three problems is that we have not established the training of employees' "service consciousness" and "coordination consciousness" and professional theory. Now basically all industries have customer service hotlines, and mature industries have established effective customer service hotline training mechanisms. Only through professional training can we provide professional services to users.
Two. 20xx work plan
For the development of our center in 20XX years, all our employees know that we still have a long way to go. We must establish service consciousness, establish an effective service standard system and strengthen the training of employees' business theory knowledge. We will start this series of work and strive to make our center play a decisive role in the development of our group in 20xx. The specific scheme is as follows:
(1) Consolidate the work foundation. Let all employees inject fresh knowledge into themselves through various studies and practices, master solid professional knowledge, and lay a theoretical foundation for quality service.
(2) Through various trainings and assessments, we will further improve employees' service awareness and service level, win with high-quality service and build an elite team.
(3) Improve the management system, earnestly implement the post responsibility system, further improve the scientific and effective incentive mechanism, and formulate more effective performance appraisal methods.
(4) Find problems in time to ensure the normal operation of our center. Classify and summarize common difficult problems, prevent them in advance at work, and establish a problem base so that everyone can find the best way to solve difficult problems in the shortest time.
To sum up, our call center was initially established in 20xx. Although some achievements have been made, there are still many shortcomings. In 20XX, we will continue to sum up development experience, constantly improve various deficiencies, and take "customer first, group development first" as the purpose to contribute to the development of the group.