★★★★ More content recommendation (click to enter ↓↓↓↓) ★★
Personal customer service experience 5 articles
Ten excellent papers on customer service work
Summary of Customer Service Work and 5 Essays
Selected customer service experience
Customer service work experience
10086 Understanding of Customer Service Work Experience 1000 Word Reference Collection Part I
Time flies and the year is coming to an end. For a customer service representative of 10086, it feels like a person who has learned to eat Chili. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. "Should pay more attention to the scenery", work in life. This is the most rational choice and the best lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so, I began to work hard for this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the eccentricity of complainants. Wow, many users have been harassed.
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we will conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
10086 customer service experience 1000 word reference collection Part II
I have been working in a mobile company for almost three years unconsciously. At work, I deeply realized that the business hall is the window of the mobile company. Working at the front desk of the mobile company's business hall involves a lot of contact with customers and many things need to be coordinated. In addition to normal charging and handling business, it also plays an important role in receiving users, developing business, coordinating relations, resolving conflicts, consulting and accepting complaints.
Over the years, I have made great progress in all aspects. I have accumulated a lot of experience in handling business and answering customers' questions, and I can provide customers with satisfactory services in time and accurately. Be strict with yourself at work, maintain a strong sense of responsibility, a cautious work attitude and a good attitude. Constantly strengthen business learning and strive to improve business level and coordination ability. In the work, warm service, treat each other with sincerity, and change hearts with hearts; Win the trust of customers through meticulous work bit by bit.
At work, based on the service concept of "customer service satisfaction 100", I warmly and sincerely receive every customer, so that customers can come with joy and return with satisfaction, and truly enjoy our high-quality and efficient service. With the rapid development of the communication industry, the market competition is becoming more and more fierce, and some customers frequently cancel their numbers and change their cards. I see it in my eyes and I am anxious in my heart. I want to know that each of our cards has a cost. If we lose a customer, we lose a sum of income and a trust. In order to retain users as much as possible, I patiently explained the brand advantages, network advantages and word-of-mouth advantages of China Mobile, and actively promoted new services. Some customers kept their original numbers and left with satisfaction under my patient and meticulous explanation. But some customers don't listen to your explanation at all, yelling at you and swearing. My wronged tears swirled in my eyes, but I held back to prevent them from falling. I think it's nothing to be wronged at all. As long as it doesn't harm the interests of our company, what's wrong with users venting? This kind of thing often happens when I work repeatedly every day, but I always keep in mind the service tenet of our company: "Pursuing customer's satisfactory service", and I have built a heart-to-heart bridge with sincerity and sincerity.
From the day I came to the mobile company, I set myself a goal, that is, as long as I work hard, I will do well and strive to make the best results. I believe in my ability, I have confidence. I think I will succeed through hard work.
In the work, there are still some shortcomings that need to be improved. In the future, we will strengthen our study, strive for greater progress and make greater contributions to the company. We have ideals, so we are proud; We struggle, so we are happy; We have gained something, so we are happy. The new era has given us new opportunities and challenges. We should seize the opportunity, seize the day, set ourselves strict, detailed and practical standards in our work, constantly learn business technology and scientific knowledge, improve our overall quality, and strive for the glory of the mobile company. Strive to grow into an outstanding worker in the new era. Achievement only represents the past, and continuous progress represents the future. Sisters, let's work together, make due contributions, develop and progress together with the enterprise, and continue to write the glory and glory of the mobile company!
10086 customer service experience 1000 word reference collection Part III
Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than a year. Over the past 20 years, under the correct leadership of leaders at all levels in the company and with the solidarity, cooperation and concern of colleagues, I have successfully completed all the tasks this year, and my professional quality and ideological and political aspects have been further improved. 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 everything will be fine as long as we start, but the result is 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 believe I can do it! Later, every time I sat in front of my mobile phone, I would 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 believe this will not affect my future work. I believe that I will always adhere to the principles of the company, strengthen my study in my future work and try my best to do my own work.
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 standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.
First, take the initiative to call. Today, 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, tone of voice 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 relaxed tone, and appropriate words, giving customers a pleasant feeling, making customers infected by our relaxed 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 20__, I will further develop my advantages, improve my shortcomings, broaden my thinking, be pragmatic and do my best to 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 the content, 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 being proactive.
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 believe I will abide by every rule and system of the company, make a good work plan for the operator, implement every work flow 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 believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!
10086 customer service experience 1000 word reference collection Part IV
It has been two months since September, and with the constant help of leaders and colleagues, outgoing calls have gradually taken shape. Let me talk about what I have learned in these two months.
First, marketing awareness and marketing skills have been gradually improved.
In the first month, the outgoing calls were mainly for old students in summer vacation, especially those in the middle school department. The reason why these students have no intention is because the time is not suitable, because all schools in Shijiazhuang do not have holidays on Saturday and Sunday, and they are basically on a single day or even on a monthly basis, so they cannot apply for extracurricular training courses. I gave up marketing when I heard my parents say this. Later, I found that this time is sometimes just an excuse for parents to hang up, so I need to strengthen my marketing skills. Later, I told my parents that many parents are teaching their children now, because the third year of high school is still very important and it is also the most difficult time for students' schools. Many parents have realized the importance of these three years, so they arranged extracurricular training for their children on weekends to improve their grades, so as to stimulate their parents a little bit. Parents will really discuss with their students whether to consider our class, so we arrested a student.
Second, communication skills have improved.
In fact, the communication process is the most important, especially the tone and professionalism, and whether the outgoing call can be completed. We should explain the cancellation of class reform to parents in a soft but humble tone. If we are a little stronger, our parents will resent it. If we don't impose on others, some parents will be very strong, but they just don't agree with our changes. But for marketing outbound, we should master the professionalism of communication and marketing skills. For example, when you ask students about their grades at first, it's better to ask them about their weak links and points-losing links, so that it's easier to catch customers and gradually communicate and tap their needs.
Third, there are shortcomings.
However, in the past two months, I have encountered various problems with my outgoing calls. The pressure is particularly great, and it's a bit overwhelming. And there is no motivation to work. Mainly in the following aspects:
1) In the first month of the call, I felt that it was impossible for our big class to recommend students who had a month off at school. There are two problems in recommending one-on-one First, the cost is too high; second, students can only attend classes once a month. Parents feel that the effect is not very good.
2) When the old students were called out in spring, most of me were old students in China. For these students, marketing is very unlikely. First, because college students don't consider enrolling in extracurricular training classes at all, and second, college students care about money, both of which reflect that the cost of not enrolling in extracurricular classes is too high. They can only recommend the crash course of CET-4 and CET-6 or the sprint module class of postgraduate entrance examination, but they feel that the students' intentions are not great, and these students are disgusted that we always find an excuse to hang up. I don't have a good speech on this part of the data, and I feel embarrassed to call it.
3) The data of outgoing calls are basically the same every day. At the end of the day, I have said the same thing many times without any intention, which leads to my lack of motivation in my work and I can't find the right words to change it.
4) I always feel that I can't achieve the purpose of marketing now, and there is nothing to serve. We don't offer discounts here, and there are no open classes to attract parents.
5) Notify outgoing calls, especially cancel the class change. Parents generally report that we notify too late and always notify one day in advance, which makes parents very passive.
In a word, the problems encountered in outgoing calls at present lead to increased work pressure, and I can't find suitable words to make various outgoing calls.
Four. Suggestions on the form of work
For the current daily work form, there are the following suggestions:
1) It is suggested that the daily data should not be too single, so that our outbound calls can be changed at any time, and the work of the day will not be so rigid, because there is nothing we can change for the outbound calls of some data, which leads to the rigidity of the work of the day. For example, the old classmates in the fourth and sixth grades called it out.
2) Some senior students in Grade 4 and Grade 6 have no intention to enroll in classes. It is recommended to screen this part of the data for outgoing calls, because we have no service or preferential treatment for this part of the data. This is just marketing. These students basically have no intention. What they care about is the cost.
3) The basic intention of the old classmates in the middle school department is still relatively strong. It is suggested to communicate with the marketing department about the holiday time and final exam time of each school, so as to find a suitable time to call it out and avoid parents' influence on course selection because they don't know how the school arranges it. It also makes us look professional.
4) It is suggested that outbound data be written as lectures or open classes, so that even if we have no marketing possibility, it can still be used as a service and parents will not resent us.
10086 Customer Service Experience Understanding 1000 Word Reference Collection Part V
I work as a customer service operator in a mobile company 10086. After ten years of complaint handling, I have a certain understanding of customer service. Now my feelings and understanding of complaint handling are summarized as follows:
1. The basic skills required by customer service personnel require good service spirit, good communication skills, fluent Mandarin, careful and meticulous work, good team spirit and sense of cooperation, strong discipline and good work mentality.
2. As a complaint handler, you need certain skills:
(1) Learn to be patient and tolerant.
(2) Don't promise easily, and you will do it if you say it.
(3) Be brave in taking responsibility
As a complaint handler, you need to have certain skills and qualities:
(1) Good language skills.
(2) Rich industry knowledge and experience
(3) Learn to put yourself in others' shoes.
While considering your own interests, you should think from the customer's point of view, which is the best and most effective way to maintain and retain customers. When customers realize that they are solving problems for them, their corporate image will be greatly improved.
Customer service experience related articles:
★ 10086 customer service experience +0000 words reference collection
★ Mobile customer service experience, excellent model essay
★ 10086 customer service experience
★ 10086 Model essay on customer service experience
★ Summary of customer service experience: 5 articles
★ 10086 Examples of customer service experience 1000 words reference collection
★ Top Ten Excellent Essays on Customer Service Work Experience
★ 10086 customer service experience summary teaching plan 20 19 latest edition 1000 words
★ 10086 working experience of customer service staff
★ Customer service work experience
var _ HMT = _ HMT | |[]； (function(){ var hm = document . createelement(" script ")； hm.src = "/hm.js？ a4b 756339 138 199 b 385 b 89 EB 6 D5 bb 4 e 2 "； var s = document . getelementsbytagname(" script ")[0]； s.parentNode.insertBefore(hm，s)； })();