Internship life is coming to an end again. What did you learn from this internship? Let's sum up and write an internship summary. But I believe that many people are in a state of no clue. The following is a summary of my 3000-word customer service internship. For reference only. Let's have a look.
Summary of customer service practice 1 She has been working very hard since she started working as a customer service clerk in the third quarter. Here, the work of this quarter is summarized as follows:
I. Job responsibilities:
1, do a good job in answering the phone and receiving visitors from the customer service department.
2. Assist other departments to do some civilian work, as follows:
(1) Salary callback and training callback;
(2) Filing, transmission, return and storage of documents;
(3) Collect monthly meeting data, summarize and tabulate;
Second, the problems encountered:
In the past three months' work, I don't know many actual work processes of the company. Customer service department: I don't know much about the company's business and products, and I don't know much about the information of each district. If you ask something like the address information of a nearby branch, you can't answer it. Because the data of monthly meetings are obtained from many people in various branches, besides the untimely uploading of data, there will also be personnel errors and changes, which will lead to frequent data changes and seriously affect work efficiency; The company's OA system is still in the stage of learning and exploration, and its understanding is not deep enough. ,
Third, how to improve:
Understand the company's related workflow, and ask the experienced leaders and colleagues for advice in time if you don't understand the problems, so as to learn from them. Give yourself more opportunities to exercise, accumulate new experience in your work, and let yourself grow rapidly in your future work. I also hope that the relevant personnel of each division can upload the data needed for the monthly meeting in time and accurately, and complete the work assigned by the superior efficiently!
Four. Goal:
The focus of the next quarter is to be familiar with the company's relevant information and processes, mainly from ERP and online access to resource information to understand and learn. Finish all the work independently. The other is to cultivate competition consciousness and innovative ideas: competition consciousness is the driving force to promote individuals to study hard and consciously improve their professional quality, and it is the driving force to break the outlook on life of being content with the status quo, resigned to fate and relying on others. We should always maintain a positive and enthusiastic attitude, and "diligence can make up for the shortcomings" is the compensation between personality and ability; "Practice makes perfect" means to improve one's ability through activities.
Please criticize and correct me in your future work. I will do a good job every day with my own practical actions and strive to grow into a useful talent for the company.
Summary of customer service practice 2. In college class, we learned a lot, but it was too theoretical. If you want to apply it to practice, you should have a good experience in your work and lay a foundation for future work. So we have an internship period of nearly 50 days, so I found a job as a customer service clerk in xx Logistics Information Technology Co., Ltd. In this position, people who don't understand will think it is an easy job. I thought so at first, but after working for a period of time, I think this is not only a mental activity, but also a physical activity.
First, the content of the internship
Responsibilities: Understand the customer's problems and solve the problems encountered by customers.
Company Profile: xxx Technology Co., Ltd. was established in 1995. It is a high-tech enterprise that spans the two fields of e-commerce and modern logistics, and focuses on the construction of public information service system in logistics industry and the development of Internet value-added services. It is also the only leading enterprise specializing in public logistics service system in Hunan Province. At present, the main products developed by the company are: Tianjiao Logistics Electronic Business Card Network, Tianjiao Logistics Credit Service Network, VOIP network telephone system and many other services. So far, it has undertaken the important task of information construction of logistics industry in Hunan Province. The corporate culture of the company is the core value of advocating customer-centered and result-oriented. Create a cultural atmosphere of respect, learning, integration and happiness. The company will also plan the talent demand or employees' personal career, design various courses or sign agreements with relevant domestic training companies to train employees regularly. The company feels that employees who enter Tianjiao Company must be elite talents in the industry after leaving Tianjiao Company. Tianjiao Company's excellent manager training plan is a part of the company's corporate culture. It signed a directional training agreement with a well-known domestic management team training company, which provided effective management support and source power for the company's development. Create the first brand of logistics service in China!
Second, the process of internship
I have a few days of pre-job training on my first day in the company. Because the company has many products, we have a lot to learn and understand thoroughly. We still have to operate some systems skillfully. Basically, I can't go to work on time, and I have to recite something when I meet in the dormitory. In addition to these business studies, there is also to learn to speak, learn to keep a good voice, and make drugs that satisfy customers.
When working formally, I still feel a little overwhelmed, so I still have a lot to learn. However, you still need to consult your predecessors if you don't understand. At first, I felt very nervous, afraid to speak, and there were many colloquial words. Moreover, because I am not very familiar with professional knowledge and the system operation is not skilled, many customers are dissatisfied this time, which will reduce customer satisfaction. However, after a period of training, I have gradually become familiar with the responsibilities of this position and will also solve some problems raised by customers. In this internship, the main contents are as follows:
1, call back
According to the file, we regularly provide telephone tracking service to our customers. Ask about the use of products, evaluate the performance of our products and the attitude of promoters, and make records and statistics on the reasonable use of some products. Be fully prepared before returning the call, be targeted, don't ramble, be concise, and report the potential service consumption demand to the leader in time.
2. Customer consultation and complaint handling
When the customer calls to inquire about the related maintenance business, please note down the customer's work address, unit and contact telephone number for future contact. In this process, we should listen carefully to customers' opinions and make records. After listening to the opinions, we should give an immediate reply. If we can't deal with it immediately, we should first pay tribute to our customers, apologize and clearly point out the time for our next reply. When dealing with complaints, don't be subjective, but deal with them calmly.
Third, the harvest of internship
1, practical experience
In fact, customer service is a place where you can taste the ups and downs. I didn't know anything from the beginning, and I didn't know how to tell my customers. Now that you have a little experience, it's a kind of exercise. You can exercise a person's patience. No matter how you feel, show your best side to your customers.
To do customer service, you must have certain basic skills, and three basic skills are indispensable. First of all, we must have a good attitude, a positive and optimistic attitude, which is necessary for doing anything. Secondly, professional knowledge is essential. First, knowledge should be accumulated continuously. First, we should be very familiar with our company's products, so as to answer questions. Then, we should know our knowledge as a customer service, understand his rules and regulations, better understand our obligations and authority, and improve and better serve our customers. At the same time, when necessary, we can also use these regulations to defend our interests, and then have a good communication. There is also the need to review yourself in time, from the beginning to the present, what progress you have made, what mistakes you have made, and how far you are from becoming the best customer service.
Our customers also have several types. To sum up, there are three kinds: one is ignorant: these customers lack knowledge, have many questions and are highly dependent. This requires us to know a lot, but also to have enough patience, avoid being simple and rude, and ask questions without knowing. One is expert: this kind of customers have a wide range of knowledge and strong autonomy. As long as you cooperate with them and keep making appropriate suggestions, you should avoid answering irrelevant questions and pretend to understand. One is half-knowledge, which is subjective and easy to be subjective. Answer the customer's questions in an orderly and detailed way, and don't be stubborn and competitive. Of course, for some very picky customers, it is necessary to inform them in advance of possible problems after sale and let them decide whether to buy.
Besides work, there are many things to pay attention to when getting along with colleagues. When you first enter the company, you should learn to keep a low profile, ask more questions if you don't understand, have a correct attitude, and don't always take it for granted that Joe thinks we are fine and know everything, so you will be isolated by everyone. In conversation, the most important thing is to be honest with others and let others think that you are a friend worth making. When some mistakes happen, we should first think about whether we have done something wrong. If you don't find it, you need to learn to put yourself in each other's shoes and feel each other's feelings.
In this internship, I also got some promotion myself. The first is the change of personal role and the whole interpersonal relationship: we have changed from a student in school to a student in an unknown field, which requires us to learn a lot, not purely theoretical, so I also believe that time and practice will enable me to quickly complete the role change and truly integrate into this big society. Secondly, the ability to use language has been greatly improved. Thirdly, don't expect too much of yourself, because the higher the expectation, the greater the disappointment, but there are still appropriate expectations and hopes.
2. Problems in customer service
Logistics customer service is very important in enterprises. Logistics customer service refers to the mutual behavior between customers and logistics enterprises in order to promote the sales of their products or services. In the process of providing services to customers, value will be attached to the exchanged products and service centers. The company is committed to customer service, but it needs to improve the level of logistics customer service and customer satisfaction, provide customers with the best and most effective logistics services, and create an excellent logistics enterprise image.
With the change of industry concept and the increasingly fierce market competition, how to improve customer satisfaction and improve the customer service level of logistics enterprises has become an important topic that the company urgently needs to study and solve.
There are several problems in customer service of logistics companies: First, there are problems in after-sales service. If an enterprise wants to make a long-term profit and become strong, it must win permanent customers, maintain customer loyalty and improve customer satisfaction. When implementing this measure, satisfactory after-sales service is one of the magic weapons for success. Haier, Lenovo, Changhong and so on. Because of its excellent service, including after-sales service, it has become a popular brand among consumers. The company's after-sales service is still insufficient, customers are not firmly grasped, customer information management is chaotic, and information is not shared uniformly. In addition, the company can't think what customers think in time, and its rapid response ability is poor, so it can't provide the services that customers need. Secondly, if you don't understand the relationship with customers, as a logistics service provider, it would be terrible if you don't have long-term customers. I can't really understand the relationship between myself and my clients. After the transaction was completed, I only regarded this transaction as a single transaction, not realizing that I should cooperate with customers for a long time, that is, the company lacked the awareness of establishing a good strategic alliance with customers. And there is a lack of communication between the customer department and customers. At the end of a transaction, the enterprise should get the customer's attitude in time, such as what attitude the customer has towards their service, what advantages and disadvantages it has, and what links need to be improved. I think Lenovo has done a very good job in this respect. After the transaction is completed, they will ask about their services and the company needs to learn more from them. Employees also lack initiative and do not take the initiative to communicate with customers, resulting in the loss of some customers.
For the company, the nature of the customer service industry will limit the internal promotion route of employees, so it is difficult to meet the needs of employees' own growth, leading to the loss of employees and the turnover rate of employees will be greatly improved. This is a problem that all company customer service will have. First, due to the boring nature of this job, he decided that vicious employees would not be engaged in this job for too long, which actually required a lot of pressure. I think the company can try its best to provide some welfare protection for employees, strengthen the cohesion within the company, and thus reduce the turnover rate of employees.
Fourth, the internship summary
Everyone has different choices, and I chose the industry of customer service. For me, this is a challenge and a new learning opportunity, where I can get in touch with a lot of new knowledge, know how to face customers and learn customer relationship management. Constantly improve yourself and enrich your life. As customer service, we understand the needs of customers and try our best to solve their problems, complaints and suggestions. I listen attentively and try my best to solve problems for customers and satisfy them every time. Here, I also got to know many colleagues, and also experienced the experience of teamwork, constantly improving each other's knowledge. This job has brought me valuable knowledge and satisfaction, and also exercised my language communication skills.
Summary of customer service internship 3 From the day I entered the company for internship, I kept telling myself that I must have "high standards and strict requirements". Facts have proved that during this period, I was both hard and happy, with great gains and deep feelings. More importantly, I am proud that I can work in such a fast-paced, efficient, energetic and vibrant enterprise. During the internship of SEG commercial machine, I got the earnest instruction from the leaders and the careful help from the old staff in the business hall. In addition, the company's standardized management system and strict work style of employees have given me a preliminary understanding of the company's customer service department. "In the end, the feeling of being an armchair strategist is very shallow, and I don't know what to do." During my short internship, I deeply felt my shallow knowledge and lack of professional knowledge in practical application. At first, I felt at a loss about some jobs, but through careful study and the enthusiastic help of my colleagues during this period, I gradually became familiar with my business and became handy. Signing a contract by phone, visiting customers and making a summary report is not only a job, but also a life experience. Although the time is not long, I feel that every day in this position is very fulfilling, and customer satisfaction is the embodiment of my work value. Xx xxx Co., Ltd. is mainly engaged in the sales and maintenance of office equipment such as photocopiers, fax machines, printers and shredders, as well as the wholesale and retail of all kinds of original consumables. The company was formerly known as xx Mei Jia Modern Office Equipment Center, which was established in 19xx. It is the earliest enterprise in xx to sell and maintain modern office equipment such as photocopiers. After more than 20 years of stable development, it has become a leading modern office equipment supply and maintenance enterprise in xx, and has made great contributions to the office equipment industry in xx.
The company takes specialization and scale as its business purpose, and constantly provides customers with the most suitable office automation equipment in combination with market demand. Since 19xx, we have vigorously developed brand agents and taken the road of specialization. At present, it is a distributor of KONICA Minotra copier in xx area, Ricoh copier in xx area and EBA shredder in Germany. Is the largest office equipment sales and maintenance company in xx. Customer service includes the following items:
First, customer satisfaction.
At the beginning of the return visit, many customers complained that the maintenance effect of the copier could not meet the customer's expectations, and the things promised to customers had not been upgraded for a long time, which led to many customers' complaints. At present, once the customer has complaints or complaints during the return visit, we will immediately confirm whether the customer's complaints are caused by our station, and contact the service manager or relevant personnel on the day of the return visit to minimize the customer's complaints. Maintain the relationship between customers and groups and enhance the recognition of our station from the side.
For customer complaints not caused by our station, we will confirm what happened after investigation, and then contact and communicate with customers to gain their understanding. Try not to magnify the problem.
Second, the arrangement of return visit information
After sorting out the results of the return visit, the service effect of the reception desk and various business departments can be found through statistics, and the problems found can be handled and corrected in time. For example, customers reported that no one poured water in the customer lounge. After investigation and statistics, we found that many customers reflected this phenomenon. After being transferred to the service manager, the department has been rectified and the problems have been fundamentally improved.
Third, supervision and improvement.
Through the entry and statistics of dispatch, it can be found that the reception desk has played a role in supervising and promoting the standardization and completeness of document filling, avoiding similar situations that cannot be recognized because of customer signature.
Fourth, enhance service awareness.
According to the statistics of the return visit, the customer complaints caused by the lack of service attitude and service awareness were found: the customer did not explain the consultation, the customer said that the technician did not care, and the technician did not care about the customer's vehicle. After statistics, the customer will be transferred to the service manager. After the company's regular meeting clearly requires it, there is basically no such customer complaint at present, and the service awareness of the reception desk has also improved a lot. Before the return visit, the customer complained that the maintenance receptionist had a bad attitude. The phenomenon of promising not to call back basically does not exist. This is because once the service manager found this phenomenon in the process of returning to the customer, he contacted the relevant personnel to deal with it in time, which avoided the recurrence of this phenomenon and played a certain role in promoting customer satisfaction.
Verb (abbreviation of verb) complaint handling
From 20xx to 20xx, two customer complaint handling tracking sheets were issued, of which 15 sheets were processed and 5 sheets could not be processed temporarily. Prior to this, there was no complete customer complaint record, and it was not clear whether the customer complaint was handled and whether the problem was solved. Once customer complaints are not handled in time, when customers come to our station again, customer complaints will be amplified, and even some customers lose confidence in our station and never come to our station again. At present, all customer complaints, especially major customer complaints, have issued a customer complaint handling form, and the Information Department tracks the handling of customer complaints and contacts customers in time for on-site service.
After several months' substantial, rich and arduous practice, I often sum up and think constantly, and also gain a lot of experience.
1, cultivate meticulous and keen observation and seize every learning opportunity. The process of internship is also a process of asking questions to some extent, because as short-term interns, the master can't have too much time to teach us, and they all have a lot of work. Therefore, many times we should learn to see for ourselves, ponder for ourselves, and learn and improve ourselves through observation.
2, proactive, not waiting for work to come to the door, but to find it yourself. At the beginning of the internship, because of their busy work, we were often in a semi-idle state and gradually felt the lack of internship. But as interns, we should not only think about learning things by ourselves, but also think about how to give full play to our own characteristics and achieve a win-win effect of learning from each other and helping each other. To this end, I often take the initiative to actively participate in some jobs that I can do, such as market research of marketing activities, information feedback, mobile rural market research and so on. It has played a certain expected effect.
3. To be an excellent customer service staff, communication ability, especially effective communication ability, is a basic quality of customer service staff. Customer service is the job of dealing with members. Listening to members, understanding members, motivating members and guiding members are the basic functions of our communication with members. Only by knowing what services and help members need and where their complaints and dissatisfaction are, can we prescribe the right medicine and give them the most satisfactory reply and feedback in the shortest time.
Six, customer service is also the most communication with users, I think to do a good job in customer service must do the following.
1. First of all, you must have a good professional knowledge base, master the operation of each interface of the platform, and be familiar with all aspects of the company's business knowledge and vehicle prices, so that you can skillfully answer all aspects of questions raised by users.
2. Be sure to keep a clear head. When members call or consult QQ online, they must know what problems members have reflected and what help they need as quickly as possible, grasp the key points of users' speeches and analyze problems for users.
3. Be sure to keep a good mood and answer every phone call. Don't let unpleasant things in your life affect your work mood. Always control yourself, because members come with problems. I hope we can help them and solve them. If we all feel uneasy, how can we provide good service to our customers? Especially when we meet very excited members, they often look at things from their perspective and are not satisfied with the service of our company. At this time, we should listen attentively to users, calmly analyze problems for users, silently let users express their dissatisfaction, treat members as individuals, and calm users' excitement with good service attitude.
4. Don't contradict customers when talking with customers. Try to use polite expressions such as "please", "you" and "thank you" when talking with members. Don't use verbal language, and keep smiling during the conversation.
5. Seriously carry out the handover work. As we all know, most of the customer service work is shift work, and we are engaged in the car rental industry. Therefore, the handover to and from work is very important. Unprocessed orders on duty need to be followed up by colleagues who need to take over to avoid unnecessary mistakes. If you can do the above, you should be an excellent customer service staff. I will work towards such a goal!
Seven, 20xx copier customer service work direction
1, continue to strengthen the return visit. The effective return visit rate of return visit increased from 8% at the beginning to 95% in 20xx.
2, strengthen the study of the relevant content of the return visit. For example, the study of insurance claims policy and process, the study of quality claims policy and process, whether common faults need to be handled, and the study of fees when they need to be handled. Explanation of common customer problems.
3. Strengthen the supervision and promotion of customer complaint handling.
4. Strengthen the statistical sorting and classification of return visit information, refine the return visit results, and strive to bring more obvious and practical "wind vane" guiding significance to after-sales service.
Eight. suggestion
1. The company shall provide all employees in the after-sales department with training on the basic operating procedures and precautions of all work related to after-sales work.
2. According to the statistics of return visits and customer complaints, customer complaints focused on the failure to meet customer requirements after chassis maintenance, and missed inspection items during maintenance inspection, which led to the pit stop again.
3. The training of maintenance technicians should be strengthened, especially for common projects, and the standardization and efficiency of powder replacement and parts replacement operations should be strengthened to reduce the slow maintenance progress caused by customer complaints about irregular operation. At the same time, the maintenance headquarters can also deploy technical forces to conduct special and targeted training on the diagnosis and treatment of intractable diseases.
4. The receptionist should strengthen cooperation and communication with the maintenance stations, and visit and learn the service of other maintenance stations. The maintenance receptionist should strengthen the understanding and study of common faults, required accessories, time, working hours and price of photocopiers. The only way for a maintenance receptionist to become a service consultant is to identify the timeliness of maintenance projects, the terms of maintenance projects, the policy of common claims and insurance policies. This can not only reduce labor costs, but also improve customer satisfaction.
5. At the same time, the team selection of outstanding employees is carried out to promote the standardization of employees' work, which plays a leading role in improving employees' enthusiasm and standardization. After long-term comprehensive statistics, it will play a good role in the sustainability and development of technology, avoid unnecessary detours by technicians, shorten maintenance time and reduce maintenance costs, and at the same time do not have to worry about technical losses caused by personnel turnover.
;