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Customer service monthly work summary 1:
We've been trying. In August, the work of the group was carried out in an orderly manner and made some progress.
I. Group work
In August, the group's work was carried out in an orderly manner around the group's management process, and appropriate adjustments were made according to the special activities and team sports meetings launched by the department.
(1) Work completion:
All the work has been done well on the whole, and I hope it will continue. However, some tasks have not been completed in time. If the recommended recording is not submitted in time, the process management will be strengthened in September, emphasizing the execution of the work.
(2) Record quality inspection management
Traffic quality is the weakness of our group and the focus of our work. There is a big gap between members, and the quality of traffic directly affects customer satisfaction, so it is urgent to improve the quality of traffic.
In order to improve the work quality of team members, take the following four measures:
1. Real-time tracking method: Pay attention to the traffic quality of the quality inspection team members on 108 every day when going to work, and communicate with the team members in time to remind them if they find the recording below 90 points;
2. Recording self-examination: everyone listens to his own recording every ten days, and through the recording, "correct if there is, and encourage if there is no";
3. Recording cross-examination: In the form of two bands, everyone listens to the recording of the corresponding person every ten days.
Find problems, communicate in time, remind each other, learn from each other and improve together.
4. Emotional management: Face-to-face conversation is the main communication method, supplemented by telephone communication, email and other forms, and timely pay attention to the work life of team members.
Through the efforts and efforts of team members for a month, the traffic quality has improved to some extent: in July, two team members had traffic quality below 20 points, and in August, one did not break through 20 points. Although there is still a certain gap compared with other groups, we have been working hard and our achievements have not been achieved overnight. No matter how small the progress is, it is full of our constant efforts and struggles.
(3) Traffic efficiency management
The average call duration represents the work efficiency of customer service representatives and is directly linked to performance. It is also an important indicator of the activity of "knowing well and fighting in August". Therefore, in the usual work, the average call duration in the report system is collected on a weekly basis to encourage those who meet the standards. People who fail will communicate with each other to find solutions and make progress.
After a month's efforts and efforts, the traffic efficiency has achieved certain results: in August, five of the seven members of the team reached the set goals, with a success rate of 7 1.43%.
Second, team activities.
(A) "Youth Trilogy"
On August 4 th, it was a group Q class activity. In the morning, a group meeting was held after an interesting ice-breaking game. After that, the group activities mainly focused on the theme of "Youth Trilogy":
1, faster, higher and stronger; 2, food stories (cattle
Appointment of the pavilion); 3, after the song competition (singing KTV).
The launch of "Skills Competition" has improved our business skills, stimulated our work passion, explored the potential of team members and felt everyone's efforts and dedication; "Food Story" allows us to enjoy the sunshine and food, but also learn to share and communicate, and experience the happiness and comfort of life; "After the game" made us feel passion and laughter, and also found the other side of our colleagues' lives. The original crew was Crouching Tiger, Hidden Dragon and Talented Persons and Beautiful Women.
(B) "Qixi" care
8.23 is Chinese Valentine's Day. The group took out some funds as care for the players, and each player got a champagne rose and practical small gifts. At the same time, we feel the warm family culture and the beauty of life.
Third, make a retraining plan.
In order to better fulfill the mission of "listening to your heart and serving the industry", further consolidate the basic business knowledge of customer service representatives, improve the operational ability and coping skills of customer service representatives, and increase customer satisfaction, the department has implemented retraining for the "last three" customer service representatives who have achieved the elimination system.
In September, the Group implemented the retraining plan in _ _. At the same time, in order to implement the training and achieve practical results, the training plan is specially formulated. _ _ _ is to help teachers and be responsible for the implementation of the master plan. I will follow up in time and adjust the plan according to the specific situation.
Four. Work plan of the group in September
(A) Q activities: film reviews
(2) Group Quality Inspection Meeting
(3) Record quality inspection management (key)
(4) "Emotional management" topic:
Introduction: "Ten Disappointments in Life", everyone has to face the pressure from work, life and emotion. Heavy pressure leads to people's depression, reduced work efficiency, and affects the quality of calls, which in turn affects customer satisfaction, and at the same time reduces our quality of life, and even leads to diseases and other adverse effects. Wu, a famous psychologist and EAP trainer: Everyone can manage emotions well, and everyone can face the pressure calmly. What we need to do is to change our perspective and learn some relaxation methods.
In September, the Group will launch the first issue of Emotional Management, so stay tuned!
Customer service monthly work summary II:
For a month, I took service with a smile as my responsibility, customer satisfaction as my purpose, based on my job, loved my job and did a good job in customer service. Now I summarize my work for one month as follows:
1. Established an active shortcut key service system for stores; (welcome,
Shop activities, preferential price links, promotional words, etc. )
2. Establish a quick customer service response for each store to ensure that customers are answered within 8 seconds;
3. Strictly follow the working idea of "customers abuse me a thousand times, and I treat customers like first love".
Guide customers to place orders;
4. Seriously and actively handle daily returns, exchanges, reminders and other matters;
5. Learn some basic terms of Taobao, single item treasure and daily optimization.
Special price collection, gold rush reporting requirements and charging requirements. )
6. Seriously and actively complete the tasks assigned by the superior leaders.
As a customer service staff, I always adhere to the concept of "customer first, service first". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; At work, I give detailed answers to customers' inquiries in strict accordance with the working idea of "customers abuse me thousands of times, and I treat customers like first love"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is my summary for one month, but I know there are still some shortcomings. Next, we must overcome and improve it.
Customer service monthly work summary 3:
Customer satisfaction is the most important criterion to measure service quality. Through the discovery of customer satisfaction, customer satisfaction is a kind of psychology and a sense of pleasure after customer needs are met. For the customer, he has set a price and needs to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.
Customer return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, customers may not have thought of all kinds of things, which were encountered in the process of using or directly encountered when receiving company services. He can give feedback to the company, and our feedback to customers will also be studied and saved, so as to improve customer satisfaction, and the ultimate goal is to prepare for further paving and take it seriously. When customers pay a return visit to well-known or recognized enterprises, they often feel more at ease and are willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.
Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind. Generally speaking, whether an enterprise can survive depends on the degree of customer support for the enterprise. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of the enterprise can be "zero complaints, no complaints; Go on. Personnel in the three months of 2008, I took service as my responsibility, customer satisfaction as my purpose, based on my own duties, and did my duty well. My work for the whole year is summarized as follows:
First, be diligent and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a realm. I study hard, strive to improve my level, strengthen my thinking ability, and pay attention to integrating theory with practice for myself. Contribute to the company's comprehensive information online.
Second, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can rest without complaint, resolutely obey the arrangement of the company and devote themselves to the work of covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
In my work, I strictly follow the working concept of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is my summary of the whole year's work, but I know there are still some shortcomings. First, there is a lack of work and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success. The next step is to overcome and improve.
Customer service work summary 4:
Through this year's study and daily work accumulation, I have a deeper and further understanding of customer service. I am especially grateful to my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, I have made some progress in all aspects through unremitting efforts. Now I will summarize my work as follows:
As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist.
All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work.
During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through my study and the example of my leading colleagues, my work can be carried out smoothly.
In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:
1, learning is endless, the times are developing with each passing day, and all kinds of knowledge are changing with each passing day. I will study all kinds of knowledge persistently and use it to guide my work practice.
2. Keep learning business knowledge in the future work, and constantly improve your business skills by watching more, learning more and practicing more.
3. Constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome impatience in your work, and treat every job positively, enthusiastically and meticulously.
No matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I dare to face the challenges, and I am determined to work hard at my post and finish my work dutifully.
Customer service work summary 5:
I didn't expect 20 years to pass so quickly. Personally, I feel surprised. As a telephone customer service, our work is actually very boring, and we cycle back and forth between answering and making phone calls every day. I used to think that working hours were long. But at work, through the study and guidance of the leaders, I gradually learned how to face the work and how to look at it. Now it seems that my work is no longer so monotonous, although I still feel bored sometimes, but behind the boredom, I also see interesting growth! As a telephone customer service, I used to think that my job was just to answer questions for customers. But after facing all kinds of customers, I completely changed my mind. My work this year is summarized as follows:
I. Personal situation
Ideologically: as a customer service employee, I am consistent with the company in concept-"Insist on providing services to customers!" In the work training and study, constantly improve their ideological awareness, learn the company's philosophy, and correct the shortcomings in the work. Enthusiastic and kind-hearted, take the initiative to help colleagues, be serious and responsible for their own work, and have a strong sense of responsibility.
Work: Try to finish your own work, learn to improve yourself in time if you don't understand, give priority to customers when answering questions, give priority to appease customers' emotions, and solve problems for customers as quickly as possible. Learn from your work, record and reflect on your colleagues and yourself to prevent problems from happening next time.
Interpersonal communication: make friends in the company, improve interpersonal relationship, strengthen communication between colleagues, help each other, learn from each other's experience, and strive to improve work ability. As a customer service, I always have to communicate with all kinds of customers, sometimes I feel helpless and sad, but we always comfort and help each other to make the work go smoothly.
Second, the work situation
At work, I am strict with myself from the beginning, not to make mistakes in my work, and always solve problems for customers after I have made all the preparations. Although there is no problem, it is difficult to improve my grades and I am always criticized. After reviewing myself again, I changed my working style and started my humanized work. When communicating with customers, I should give more consideration to their situation and make them feel more convenient. Gradually, I also like this feeling and try to do my work better.
Third, shortcomings in the work.
At present, I still don't know enough about the company's products. In front of many professional clients, I may not know as much as my clients, which is really shameful. In order to prevent this kind of mistake from happening again, I want to learn more about product knowledge, and the only way to improve myself is to reserve. I believe this can also effectively enhance the company's image!
Fourth, summary.
The year's work is over. To tell the truth, the work of customer service is relatively simple, but only by finding fun in the work can we find our goal and move on! In the next year, I will also work hard towards my goal!
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