Customer service mode essay a week's work summary 202 1 (1) I have been doing customer service in the company for almost 10 days, and I feel that customer service is not so easy to do. I directly feel that I am very suitable for customer service, when I do; I just don't think it's that easy to do!
When I first came here, I did the job of changing the standard, which I think is something without technical content; I wanted to do customer service at that time, but now I feel that customer service is not as easy as I thought. Customer service: First, I must have a fast typing speed. Second: you must have a flexible mind and a strong understanding. Third: You should have self-control! In fact, there are more than these three points.
At present, I just summed up these three points when I was doing customer service, and the longer I may be doing customer service; The more you sum up. I've only been doing 10 for a few days, and I can't sum up anything; My own conclusion is that typing should be fast, because if you don't type fast and there are more customers, you will be confused, and there will be at least three peak hours every day. I feel that my typing speed is ok, but if it reaches the peak, I will definitely get confused and then spend dozens of seconds adjusting my speed. This means that my typing speed can't keep up, but I think my typing speed must have improved these days!
Second, you must have a flexible mind and a strong understanding. Flexible mind means that your mind must be able to revolve around the customer, not only around the customer but also to fool the customer; In this case, the business is completely won! I think my brain is spinning very fast! But I feel that my understanding ability is not strong, it should be said that it is very poor; I have this problem directly these days. Today, too, people's customers clearly asked, "It's the last picture of clothes that opened like a cloth."
I don't understand. I can't believe I opened the cashmere and looked at the last picture and asked if it was this. At that time, the customer was on fire. I said, "Look at the chat record." I opened the chat record for a few lines, as if I had seen it yesterday. At that time, I said that my computer was broken and I just changed my chat record. The customer was really angry with me, so he burst out laughing. Then I asked Jiao what this meant. She asked me to ask Zhang Dan, and Zhang Dan called the customer to explain.
Then the customer said come back tomorrow! So a company ran away; So I think we should improve our understanding. So, the next time a customer speaks, you can only look carefully. If you really don't understand, ask an old-timer!
The third point is that we must have strong self-control ability! I think self-control ability is the most important in my opinion; Because if you do business online and do customer service, can you sell things without control? When talking to customers, you must control yourself not to be angry with him, not to be angry with him. Even if the customer is really irritating; You can't be angry with him either, because if you are angry, he must feel unhappy about shopping, and the customer service doesn't do business. He must leave!
I think I'm the worst at this. These days, I always find it difficult or deliberate to find fault. I always feel that they are playing me, playing me and being angry with me. Of course, I couldn't help cursing at that time, but I had to consider the consequences. So I won't scold, but I will feel unbalanced and I will always be angry with them; But when people are angry, they will say goodbye to you! I had a good chat with a person today, and I am going to buy it.
I was angry with him for asking questions when I was about to shoot. Then he said I didn't have enough money on my card. Let's shoot tomorrow. I want him to take a picture first, but he just won't! Finally, I couldn't help sweating, but Zhang Dan suddenly said to me: Next time, remember to say something nice when others leave. If this cooperation fails, there will be another one. Honey! I thought this method was very good at that time. If I were a customer, I would leave. If others still say that, I will be very happy and will definitely come next time. I think I will study, as long as I have a good method, I will definitely study! Again: I can!
These are the three points I have summed up since I became a customer service worker. Maybe I didn't find the key when I was in the guest room, but I just found the fur!
Customer service mode essay A week's work summary 202 1 (2) 1. The following is the specific work this week.
1. Starting from this month 10, the customer service departments xx and xx went out with the Hong Kong and Macao tour group to cooperate with the tour leader and are now returning.
2. In view of the change of franchisee information, the department revised the change process through various change problems encountered in daily work, and formulated a more detailed and accurate process for the change of change information and hardware equipment, so as to better improve the work.
3. This week, it was emphasized that the industrial and commercial tax authorities should come to the company for inspection, so as to delete computer desktops, documents, hard disks, browsing records and other related information every day. In order to arrange the reception process under special circumstances.
On Friday, 4.7/kloc-0.5, the department was honored to receive letters of commendation from many franchisees to xx, expressing deep praise and gratitude for the outstanding performance and warm service of xx. Everyone is happy and proud of him. We will work harder in the future, taking xx as an example to improve the service quality.
5. In the grand award ceremony held by the company this Sunday, * * * 6 people from the customer service department attended, mainly responsible for camera shooting, voice control, etiquette service and venue service. They have a positive working attitude and are serious and responsible for all the work.
Secondly, the work plan for next week is as follows
1. It's almost the end of the month. At present, the daily flow of company franchisees is also increasing. Our department will make full preparations for the work, not only close to the daily work flow and work information, but also be alert to emergencies, so as to be constant and change, strengthen the guidance for franchisees, and actively cooperate with the reminders of neighboring companies and properties.
2. In view of the change process and difficult problems of franchisee information, we will let everyone exchange their work experience at the daily departmental meeting, make further detailed analysis, and guide and assess the employees who are not very skilled in business, so that everyone can work in an all-round way and improve each job better.
Third, the department needs to be improved in the future.
No matter how perfect the work is, there are still shortcomings, which lead to unreasonable work control and neglect one thing and lose another. Therefore, in the future work, we will constantly improve and perfect, actively adapt to the requirements of the new situation, complete all the work in an innovative spirit, learn to explore our own laws in our work, and improve our working mechanism more perfectly. Take the initiative to do the work to the point and implement it to people. Try to reduce the burden on leaders. At the same time, it also gives us the opportunity to stand on this platform to exercise ourselves, strengthen ourselves and make greater and more contributions to the development of the company. I hope the leaders will support us.
Customer Service Fan Wen's Weekly Work Summary 202 1 (3) Although I didn't work long in xx, I learned a lot of new knowledge and technology, and I came into contact with work materials that I had never touched before or even thought about. All this is a challenge, a promotion and a growth for myself.
Looking back on the work of 10, I was mainly responsible for two aspects of information: one was the update of website information, and the other was 53 customer service. I'm not very satisfied with my performance because neither of these two materials has been completed well. Let's explain in detail the completion of this work:
I. Network Work Data
1. Update the news of Shenyang Campus on xx website, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master the daily news of our school, and learn relevant knowledge about English exams and studying abroad.
2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote xx English.
3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.
4. Check Baidu Post Bar and Baidu to understand the relevant information about xx English school and master the latest views and needs of xx English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)
5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.
6. Write an article about xx English public welfare activities-high school construction.
7. Compile the new column of xx English website-information about IELTS score guarantee plan.
Second, 53 customer service consultation scenarios
Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work materials. In addition to organizing the website, I must also improve my ability to communicate with customers online.
The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, after the completion of 53 customer service work, I am not very satisfied with myself. The main problems are as follows:
1, the number of consultations itself has decreased compared with last month.
The number of people who come to consult has decreased.
3. The consultant is not interested in learning, and I lack a complete skill, so that he just wants to consult first and then he is really attracted to our school.
In view of the above problems, I intend to make improvements in several aspects in my work next month:
1. It is also the most important to analyze the customer service consultation materials of last month, find out the problems in communication, change the communication mode and tone, try to guess the speaker's psychological activities and improve the consultation skills.
2. Strengthen the publicity of xx English on the website, and increase 53 customer service links on the page of the article as much as possible to improve the click rate.
3, improve their professional skills, and sometimes occasionally because of the problems raised by consultants, so as to change their mentality, improve their professional skills, and increase the amount of consultation in the future.
It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.
Summary of customer service work in a week: model essay 202 1 (4) For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. The only thing I feel the most in the whole process is spicy. If one day you get used to this smell and stop choking and touching your nose and crying, it means that you are already 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, we should treat users sincerely, treat users as relatives or friends, and sincerely provide users with practical and effective suggestions and help, which is one of the prerequisites for happy work. Then, when providing consultation for users, we should listen carefully to users' questions, rather than pay attention to users' attitudes. Only in this way can we remain calm, carefully analyze and guide, put out the emotional anger of users, and avoid more complaints from users because of service attitude problems.
In addition, in general traffic management, I always seek 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 best way is to put yourself in others' shoes and feel that you are growing up in mistakes. As long as a person bravely responds and bears the consequences caused by his own mistakes with the necessary heart and courage, 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 escape from depression for a long time because of the mistakes you have made. Focusing on work and life 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 simple atmosphere, stabilize the mood of employees and adhere to a good service attitude.
Of course, while constantly implementing our own experience and ideas and achieving necessary 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 job well, I will be very impressed by the word team 2. In the past, I was 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 tightly hugged. So calm, so tragic-so, I began to work hard for it: a cohesive team should be like an "ant ball", which can quickly curl up when it is in danger, produce amazing strength 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, many users have been harassed.
Fortunately, our call center itself is a dynamic 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, they are always treading on thin ice and are cautious, for fear that they 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 of forging our skills 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 large-scale training in 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 should 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 simply put myself into battle. I believe that no matter how polished the years are, the self will change, but the 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.