Summary and experience of customer service training (8 selected articles) (1) After two weeks of call center training, I have a simple understanding of the call center and customer service representatives, and deeply feel that it is not easy to be a good customer service staff.
This training adopts the form of combining theory with practice. Before the formal telephone training, we had a simple customer service training. The teacher mainly explained the problems that should be paid attention to during the call, communication skills, polite expressions and so on.
After several days of theoretical training, I began to enter the formal call training. First of all, I should be familiar with the script. Because it is a mobile exchange activity, I will be relatively familiar with it, so it won't be too much problem to be familiar with the script. But the most important thing is to make a phone call online. I was still very nervous when I made the first call, and even hoped that the other party would not connect. However, after a few phone calls, I have adjusted my mentality in time, gradually entered the state, and maintained a good mentality. Although the success rate was not high at first, I didn't lose confidence, but regarded this training as a good exercise.
In practice, you will meet all kinds of users and face different customers. Regardless of the attitude of customers, we still need to pay attention to polite language when treating different customers, because our words represent mobile companies, so we should always be polite to customers. Moreover, we should also treat customers with a heart-to-heart attitude. Most of our training time is during customers' rest and work, and sometimes no one answers or hangs up in a hurry after making more than a dozen consecutive calls. When customers are too busy, don't pester them to introduce business, lest it backfire.
At the end of each time, we analyzed our own recordings and others' recordings to understand our own shortcomings so as to improve next time. Through comparison, I found my own shortcomings. At the end of the call, if the call is successful, the conclusion will be full of enthusiasm. If it is not successful, the tone will be less enthusiastic and even a little impatient, which may cause a bad impression on customers. After the improvement, treat every customer warmly, no longer with personal feelings.
After two weeks of telephone training, I learned a lot. Facing the future work, we need patience and unshakable perseverance. We should constantly improve ourselves in our work, and we should also seriously find the problems around us, change the unfavorable situation for ourselves and turn the unfavorable situation into an advantage. In suffering, we will only apply what we have learned, apply what we have learned, and exercise our ability to endure suffering and setbacks. We should also constantly improve our communication skills, have the ability of teamwork, and cultivate ourselves to meet the professional quality requirements of the younger generation with the progress of the times.
Summary and experience of customer service training (8 selected articles) (2) After three months of social practice, I have a very rich understanding of this environment in society, especially in the sales industry. As a student, living under the protection of campus and family, I always thought that society was a very difficult and hard place. Therefore, when Lian Gang started her internship, she was very resistant, thinking that she might not be ready for such a hard journey. But chicks always leave the nest, even if we are confused, we must fly high. But when I really came to this strange environment for me, I found it was much more complicated and rich than I expected. Although hard work is essential, my harvest and growth have made me unconsciously forget these hardships and sweat.
First, the internship environment
After the internship began, I boldly walked out of the campus with the help of the internship teacher. After being confused in society for a period of time, I chose xx Company as the starting point of my social journey. When I came to this company, the first thing I felt was the positive and warm team spirit in the environment. Although I just came to the company, I'm just a newcomer who doesn't know anyone. But my colleagues around me welcomed me warmly and taught me a lot of experience and foundation in the company. Let me quickly integrate into the team environment.
Second, the work experience
In terms of work, because I have just stepped into the society, although I have mastered some professional knowledge on campus, I can quickly master some basic problems in my work. But from time to time, I will be criticized by the leaders for my experience and judgment. Although sometimes I feel a little sad, I can always reflect on my shortcomings in my work from this kind of criticism and learn to actively improve myself.
Besides, I also learned to exercise myself at work. I know I'm new here and I have a lot of questions. To this end, I also spent more time catching up with other colleagues as soon as possible and learning more experience and knowledge.
Third, the sales experience.
As a salesperson, the first thing I feel is "difficulty". For college students with little social experience, it is really difficult to sell their products to customers. But while working, I also realized that I am not a college student anymore! But a salesman and a worker. When I changed my understanding of myself, I finally let go of my thoughts and learned to work harder and more actively, instead of copying rigidly as before. This change has opened up a new way for my work and made my sales work smooth gradually!
Fourth, the feeling of self.
This internship brought me not only experience and understanding, but also an understanding of myself. Soon, I will really go to the society and become a formal social figure. At that time, we never had such an opportunity to try and experience. To this end, I will keep in mind the experience of this internship, so that I can become better and face my future life and work better!
Summary and experience of customer service training (8 selected articles) (3) (1) About organizational structure and post setting
First of all, conduct field investigation and analysis on various departments and posts, cut off unnecessary departments or posts, reduce and control labor costs, and realize the optimal allocation of human resources. Secondly, standardize the organizational structure and optimize the department setting. The establishment of departments must meet the actual development needs of enterprises and be as simple and clear as possible. At the same time, it is necessary to distinguish the responsibilities of various institutions and clarify the role of departments. Third, the post setting within the department is based on the actual work needs, in strict accordance with the human resources planning of the enterprise, to avoid setting posts that vary from person to person. The staffing and organizational structure should be limited, not changed at will, and the job responsibilities are vague. The necessary work should be analyzed and job descriptions should be made for key positions.
(ii) Selection and appointment of personnel
First, adhere to the talent is the only source of enterprise development. Pay attention to and respect talents, avoid cronyism, and put relationships first. Expand talent introduction channels, pay attention to internal competition and mobility, and provide a platform for employee development and promotion. Second, the director should also tolerate people's shortcomings. When selecting talents, we should not only pay attention to academic qualifications, work experience and even relationships, but also pay attention to the cultivation of innovative talents, allow mistakes, provide opportunities and enhance employees' loyalty to the enterprise. Third, retaining talents is the key. Whether it is front-line production personnel, professional and technical personnel or management personnel, it is necessary to prevent the outflow, because the cost and difficulty of recruiting a person is far greater than that of retaining a person. To prevent the loss of existing human resources, we need to make long-term planning, establish the concept that all personnel are talents, attach importance to employees' personal development needs, and closely link employees' personal ideals with the development of enterprises to benefit from development.
(3) Training development and career planning of employees
First of all, training should be institutionalized. The training of employees should be promoted to a higher level and depth, not just limited to the training of management or corporate culture and company system. Make full use of the company's existing human resources, various training institutions and some colleges and universities to do staff training and rotation training, clarify and institutionalize the training tasks of various departments and levels, and gradually establish a mandatory training system for employees and their managers at all levels before promotion. At the same time, it is necessary to put an end to training that is a mere formality, has no practical effect, and is laborious and costly. Secondly, carry out employee career management. Let employees, especially knowledge workers, see their development path in the enterprise, and don't be confused about their current position and future development, thus helping to reduce the turnover rate of employees. At the same time, we should not only provide employees with remuneration equivalent to their contributions, but also make systematic and scientific career plans for employees on the basis of fully understanding their personal needs and career development aspirations, effectively provide employees with various development channels and opportunities for further study, and set up a number of promotion ladders for equal competition, so that employees can truly feel that they have the hope of realizing their ideals and ambitions in the enterprise. Finally, establish and improve the internal flow mechanism, encourage employees to compete for posts through internal recruitment, and build a rotation flow platform for employees to avoid employees being tied to one post, resulting in lack of vitality and innovation ability within the enterprise.
(4) Development and utilization of K3 system
Firstly, the function of each module of K3 system is deeply studied and excavated. Now this system may have the latest version. It's best to contact the service provider to upgrade the system, and ask professional organizations to do some professional training for the relevant personnel of the human resources department, so that everyone can master the operation and use of the whole system. Secondly, responsible for the management of their respective modules according to the division of responsibilities. For example, those who are responsible for basic personnel management should improve the basic information, contracts, social insurance and welfare of employees; The person in charge of recruitment should establish recruitment and selection; The person in charge of training has established employee training development to realize online management. Finally, by improving the basic human resource management step by step, and then promoting it to the whole company, we can realize the connection of all links and systematization of management.
(v) With regard to personnel management procedures
First, standardize the process. For unscientific procedures and regulations, to improve and perfect, they should be simple and effective, and avoid finding people to sign everywhere. Second, explain the policy. The company's personnel management system should be clear to all departments and everyone. What can and can't be done, and no one can violate it at will. Third, strict implementation. For violations of management regulations and operating procedures, there should be corresponding punishment measures and control measures, which cannot be simply put aside. It is suggested to link with my performance appraisal and give a serious warning or corresponding punishment.
(6), practice feeling
First of all, I would like to thank Mr. Qin for his strong advocacy and support for this summer internship, S Company for giving me this internship opportunity, all colleagues in the human resources department of S Company for their help and guidance during this period, and all colleagues in other departments of the company who supported my internship.
During my internship, I felt a lot. There is a good saying, "If you get it on paper, you will feel shallow and never know it." What you learn from books must go through practice after all, and practice is the only criterion for testing truth.
Summary and experience of customer service training (8 selected articles) (4 articles) Busy life always passes so fast. Although I wanted to seize this time and try to learn some experience and knowledge from the internship before the internship began, when the internship time passed unconsciously, I found that although I worked hard during this time, it was still not enough for me to become an independent customer service. Just like a customer service job, there are too many things to learn and master. This completely changed my view of work.
After this internship, I feel that my previous knowledge and experience are closer and more rigorous. I can do better in the face of my present job. The following are my thoughts and feelings about the internship:
First, work experience
In the face of this job, I was confused at first. In the university tower, I know I want to study, and I know how to study, which is normal. But the fact is, since I came out from there, since I came to xxx company, I have never known where to go, let alone how to go forward.
But this confusion did not last long. Soon, I began to study and exercise under the leadership of the leader. There are so many things in the company that I need to learn. But just like this, there are still many questions and incomprehension. Because I'm not the only one studying, the leader can't take care of everyone. But at this time, many colleagues enthusiastically lend a helping hand and give me directions. But that's not what really got me through this internship. These just gave me the foundation to face the work. What really made me pass this internship smoothly was my persistence in my work and the personal experience I constantly learned in practice.
Second, feelings about the working environment.
This internship is a very special experience for me, coming to a new environment and surrounded by colleagues I don't know. This makes me feel very unaccustomed. This job always feels uncomfortable. At the beginning, I will even miss school life all the time.
However, when I really integrated into this group, I began to see the whole picture of this company. Everyone here is very enthusiastic. Although I am not good at integrating into groups, they always help me to learn from the company smoothly.
Third, the overall feeling of internship.
This internship has greatly improved me in all aspects. Not only that, but also because of this internship, I am more adapted to the independent life in society. I believe that in the future, I will be able to use this experience to bring convenience to my formal work!
Customer service training summary and experience (8 selected articles) (5 articles) but not just these people. Society also has its good side. Seeing that you are in trouble, there are still many people who are willing to help you. I am very grateful to my supervisor, who was very kind to me when I first entered the company and regarded me as my own sister. I am glad to meet such a good leader in my internship life, and I am also tolerant of some of my actions. I know I have many shortcomings and a bad temper. Another leader may have been angry with me, but the supervisor can get along with us in an equal manner, and everyone likes the supervisor very much.
Although my job is the same every day, I am very tired at the end of the day because I have been answering the phone. Because if you want to meet customers in a full state, you must always be excited and be an energetic person. But you can't always be energetic. It's hard to do such a thing. So people faded in the afternoon, and the manager took us to play games after lunch break at noon. What kind of team interaction can not only enhance the feelings between colleagues, but also make people awake and do a good job in the afternoon.
The supervisor is really nice, which makes me want to be like him. But people like that must be very tired. It is really difficult to take care of the feelings of so many people and do things well. As a customer service, it is important to be able to speak Chinese, Mandarin and be quick-thinking. At the beginning of the training, I really took a long time to learn the words, but some customers often have some strange questions, so I need to work out the answers quickly with my flexible brain to answer him perfectly. Some promises can't be said, because if we don't do it at that time, our customers will have lower trust in us. These are really experiences, experiences that are completely out of reach at school.
Finally, I thank the school and the company for giving me this internship opportunity, the supervisor for taking care of me, and my colleagues for helping me. I really appreciate it.
Customer service training and experience summary (8 selected articles) (6 articles) In X months, I temporarily stopped my comfortable college life and followed the crowd into the society. Despite these few short months, I have just stepped into the door of society. But for me, who is pampered in school, it is already a great impact.
In this internship, I met many people and learned a lot, but most importantly, I learned the experience and experience of working in society from these people and things. Now, I will summarize my experience as follows:
First, the company's feelings
When I first entered the company, the environment here first affected me. Looking at the rows of hard-working seniors, everyone is so devoted and meticulous in the face of the immediate work. Every time I see such a scene, it not only cheers me up silently, but also raises my requirements for myself. I hope I won't hold you back.
This situation not only exists in the previous work, but also around my colleagues, which makes me more consciously strengthen my requirements and make myself do better in my work. And for this reason, my life is gradually affected, making me more active.
Second, work experience.
As an intern, since I want to do customer service, I need to know and learn from many aspects. Before I started to work, I attended the training prepared by the leader for our interns. Through a period of hard work, my understanding of work information and company products has been greatly improved.
During this training period, I seem to have returned to the stage of studying hard in high school. This experience made me realize that there is no really simple job! Of course, in this training, I also got a lot of promotion and gains, the most important of which is my own understanding and study of the work, so that we can successfully complete the work tasks in the next internship.
However, in the later work, although many things were learned in long-term training, as a customer service, it is impossible to learn everything and prepare everything for customers. When encountering difficulties, actively consult with predecessors and leaders. On the other hand, I am also accumulating experience through my own efforts. Slowly, I can handle various situations smoothly.
Third, the feeling of customer service practice
My biggest feeling in this internship is that as a customer service, a strong psychological environment is very important. At work, we should not only guide customers, but also appease them and solve various problems. I almost gave up my previous visit. Fortunately, with the encouragement of my colleagues, I persisted.
Although this internship is over, the experience I gained will become my own wealth. I believe that when I step into society again, I will be better!
Customer service training and experience summary (8 selected articles) (7 articles) During my internship, although the time was short, I learned a lot of knowledge that I couldn't learn in school. My internship, although the content of the internship is relatively simple and the work intensity is not very great, it still brings me great pressure. I also learned a lot in my work through my own efforts and hard work. I also feel the pressure of the workplace, and I know that I need to work harder. No matter in life or at work, I also need to work harder and do everything well in the future.
I am an intern and customer service. Face the computer every day, face the customers at the other end of the computer. My job is to help customers solve problems, inform customers of all kinds of problems, and deal with the pre-sale and after-sale of our products. So although we face computers every day, we face customers at the other end of the computer, so we are basically dealing with people. Because I have never been in contact with this industry, I don't know what such a job needs to do, so I will have some difficulties at first, and I don't know how to deal with customers. I don't know what to pay attention to when communicating with people, so after I entered the company, when I gradually understood the problems I encountered, I also began to study hard at work. After every day's work, I will also seriously sum up the day's work. It is because of my efforts and dedication that I have completed my internship well during this period.
Now my internship is completely over, and I can clearly feel my change and growth by seriously and calmly recalling my experiences during this period. Through the internship in customer service, I also know more ways to communicate with people. When communicating with customers, I also know how to say and explain, so that customers will understand and understand better and know what they should pay attention to in their work. After this period of exercise, I am no longer that impetuous college graduate. I am a calm, clean adult and a workplace worker.
I am very grateful for the company's cultivation, because the company's careful cultivation will have me today. I am also very grateful to all those who have helped me. In the future work, I will work harder and repay the company's care with my own performance and every move in my work.
Summary and experience of customer service training (8 selected articles) (8 articles) My internship during this period benefited a lot. Although I am a customer service intern, I am very satisfied. I worked here for three months and got a lot of exercise. I have made great progress, which I never thought before. Now think about it. There was a lot of work during this period, but it also benefited me. Time will tell everything. The three-month internship allowed me to constantly polish myself and improve my ability. Although I am a customer service worker, everything I have been doing in my work is very serious and I have handled my own details in place. Only in this way can I be effective, and I can do the customer service work specifically, so that I can understand it better. This requires a certain degree of patience and attitude. This job has also taught me a lot, and I have many reasons.
I have been looking for a job to create my own life. This internship has improved me a lot in college. For me, this is the last class. Although the internship time is not long, it has been honing me and making me understand a lot. During my internship, I learned a lot. Even in this process, I have been constantly improving my ability, although the time is very short. But this time is enough for me to accumulate. I believe that in the future work, I will be able to grow up and understand some truth. Internship is something that a graduate student should experience. I am very grateful for my present job. I didn't expect that in this short period of three months, I learned so many things that I had never touched before at school. I will definitely keep fighting spirit and work harder in the future.
Internship is a very training thing, which increases my confidence in myself. Three months ago, I was a student, full of ignorance about work and the outside world. I can't handle many things by myself, but after this internship, I understand this truth and what I should do as a professional employee. This is the beginning of my career. I believe there are more things waiting for me to do in the future, and I can't explain them all the time. I will definitely do my job with my heart, and I will go further in my future life to improve my ability in all aspects. The internship is over, but my learning mentality is still there. I will continue to learn, accumulate and grow myself.