Telephone customer service 1 personal summary report

Engaged in customer service for nearly seven years, and wrote a lot of summaries in seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and rest for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is my personal work summary report:

For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. 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 service attitude, a more effective method is to communicate with employees before punishment. The 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. Focusing on work and life is the most rational choice, and it is also a 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 it: a cohesive team should be like an "ant ball", which can quickly get together when it is in danger and finally get 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 quirks of complainants. Wow, what can we do to prevent a lot of harassment to users?

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. There is a monthly complaint rate of users of public telephones and cards in call centers for 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 an experience to forge our ability and enrich our customer service career.

Personal summary report of telephone customer service II

The work in April has also come to an end. Looking back on this month's work, as a telephone customer service, I also completed the task of work and performed well in the department. At the same time, I have gained a lot and gained more experience. I also want to make a summary of this month's work.

In addition to my daily work, I also actively summarize and optimize my own words. I know that only by forming a process and constantly optimizing my working methods can I better face different customers and their needs will be somewhat different. Only when I have enough experience and more methods can I sell my products better, instead of relying on a set of methods and using different customers. In addition to developing new customers, some interested potential customers will also keep in touch, try to make them my customers, or make a good start, and maybe use our products in the future. After doing well, I will also learn and master more communication and sales skills. Only by knowing more about customers and knowing how to recommend products skillfully can I do better.

A month seems like a long time, but I feel it passes quickly after work. I'm also making progress, and I find I still have some shortcomings. These also need me to improve and improve myself, so that I can do better in customer service. At the same time, I also need to learn from excellent colleagues. They perform better, so they have their own methods. Only by communicating more can everyone know more. The next work is to continue to do well and further improve my work level.

Personal summary report of telephone customer service 3

Time flies, it has been half a year since I came to the company unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. The handover data processed in 10 was in our group, and the handover data processed in the month of Double Eleven reached more than 9,800. Usually, I can do my job dutifully, which can be regarded as living up to the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will summarize my work experience this year as follows:

1. Create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.

2. Learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

3. Be familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

4. Finish the work effectively.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it.

The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In the new year, I will learn from the past and actively participate in the company's training, but under the guidance and care of the leaders, I am confident to do better.

Personal summary report of telephone customer service 4

Time flies, 20 years have come quietly with a flick of a finger. Looking back on 20 years, I have many thoughts, feelings and gains. I am busy, harvesting, tired and happy. Here, I sincerely thank the company's leaders and colleagues for providing a platform for growth, so that I can continue to learn, make progress and gradually improve myself at work. Also learned a lot, each of us is constantly growing in the summary, constantly improving ourselves in the review, and completing our work in a down-to-earth manner in the summary and review of 20-2000. The work in 2000 is summarized as follows:

First, do a good job in document production.

Making a bill is a simple and tedious job, with great responsibility and related to the development of the company. The daily work is to properly arrange the delivery of all bills sent back by the salesman. In this process, there can be no missing orders, wrong orders or wrong goods. From receiving orders to invoicing to auditing bills, including logistics, collection and payment, there can be no mistakes. I remember at the beginning, because of your carelessness, there were several. The company has established a reward and punishment system, and it is right to punish hundreds. I am very grateful for this system, which has taught me to do one thing seriously. This incident taught me a lesson. In my later work, I seldom make mistakes and finish every job seriously. Only with a serious and meticulous work attitude can we better complete the work arranged by the leaders. I believe that the strict system will make people grow faster!

Second, do a good job in customer service and follow-up work.

First of all, customer service and follow-up work strictly require you to take your job seriously, attach great importance to the annual sales tasks set by the company, and strive to complete the monthly planned tasks of the company. I didn't set a goal for myself before. Until June 5438+February, the goal was 60,000 yuan, but actually I only achieved about 3,000 yuan, which is a far cry. I also need to learn professional knowledge, improve my communication skills, and strive to improve my performance in my future work!

The main work of customer service documentary

1. Responsible for calling customers regularly every month to maintain the relationship between the company and customers;

2. Be responsible for customer ordering, replenishment and payment follow-up, and communicate with customers about the delivery of goods;

3. Responsible for the collation, data statistics, storage and confidentiality of customer data;

4. Solve the work problems and complaints fed back by the sales department and customer service department.

Customer follow-up is a long-term, complex and comprehensive work, and it is also a very challenging work. It requires a strong sense of responsibility, excellent professional knowledge, self-confidence, judgment and execution, and good adaptability in dealing with things, which is a job to comprehensively improve personal comprehensive ability. I remember an expert in actual combat training once said, "If you do simple things repeatedly, you are an expert; Do those repetitive things with your heart, and you are family. " Therefore, in the future work, we will constantly improve our service awareness, turn simple work into difficulty, and achieve a win-win situation for customers, companies and ourselves, so that more customers can accept our services and more customers can accept our products!

Third, bring new people, lead by example, without reservation, and try your best.

During the period when I took over Liu Lu and Zhou, I also grew a lot, which made me understand that as a teacher, I should set an example. In the work of invoicing, I strictly ask them to be careful, earnest and check more. If they don't understand, they have to ask, and there can be no mistakes in invoicing. In customer service billing work, they are required to dare to call and communicate with customers to help them solve problems. They should introduce our company confidently and be familiar with our products and quotations. After a month's training, they have been able to independently complete the work of receiving orders, making documents, reviewing documents, billing customers, statistics and so on.

When training Liu Lu and Zhou, I thought I had no reservations. I explained them one by one, told them again and again, and corrected their mistakes again and again. Now that they have grown up, they don't need my nagging anymore, but sometimes reminders are necessary. For newcomers, small mistakes again and again are paving the way for doing their job well in the future. As the saying goes, once you fall, you will gain wisdom. My duty as a new tour guide is to give them a little encouragement when they make mistakes, find out the mistakes with them and let them know to avoid making the same mistakes next time.

It is also a challenge for me to bring new people this time. While bringing new people, let yourself sort out your work ideas from beginning to end. After I have a clear working idea, I can better guide newcomers and let them understand and standardize their work fields faster.

Fourth, the direction of future efforts.

1. Strengthen customer service documentary professional knowledge and business sales knowledge, improve communication ability with customers, and improve the service quality, work level and work efficiency of customer service team.

2. Constantly improve yourself, seize every opportunity to learn and grow, devote yourself to work and study with full enthusiasm, and accumulate necessary professional knowledge and basic skills for your work. You will strive to further improve your working ability in all aspects and face your daily tasks with a positive attitude.

3, correct work attitude, to hold the right attitude, down-to-earth, diligent efforts to complete the work assigned by superiors; In the future work, I will continue to study, forge ahead and improve myself in order to better complete my job.

In the new year, I want to make my work more perfect, faster, more correct and more focused. I believe that I can achieve an extraordinary self in an extremely ordinary career and in an extremely humble position. I am very happy to join the team of Olyson, work with you, make progress and grow together. Thank you for your careful care and tolerance, although I am very happy. Diligence determines success or failure, details determine success or failure, and attitude determines everything. As long as we have more understanding and communication with each other and work together, we believe that 20 years will create more brilliance and HSBC will have a better tomorrow. I wish Aolisheng every success, by going up one flight of stairs!

Personal summary report of telephone customer service 5

In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.

In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the kpi assessment, he was rated as an excellent customer representative every month. 20-, as an excellent representative, I was sent to-for affinity training, and 20-, I was arranged to-10000 for exchange and study, during which my suggestions were adopted by leaders many times. Because of his outstanding achievements, he was rated as an excellent employee for 20 years. I have a wide range of interests in entertainment. Love writing. Last May, a valuable advertising slogan was adopted in the solicitation of telecom product advertisements. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.

As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable and unreasonable. At the beginning of dialing the wrong number, the mood of every day will change with the things they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone.

I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. In the customer's words, with my personality to guarantee such a heavy word, I immediately said, sir, I believe you. And write down his personal ID number in detail and inform him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes is by no means a statement of "Sir, I can understand your feelings", but a sense of responsibility and good judgment and execution are needed to truly realize customers' wishes and enhance the company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.

To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Understand the customer's psychology, let me understand from experience that I am sorry. I'm really sorry. It is not easy to arouse customers' disgust. It is more acceptable to say that we transfer it to the business department, or that we transfer it to the-department (directly naming the department) to handle it for you than to say that we transfer it to the relevant department to handle it for you. Users will feel that it is not perfunctory.

I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group in their prime, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should know more about it. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.

Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.

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, I have explored the work of the monitor for nearly two years, trying to find another flavor that can dissolve and melt the spicy taste brought by the front desk users. This is operator emotional management. 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.

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