Take smile service as our responsibility, take customer satisfaction as our purpose, base ourselves on our duties, love our jobs and do a good job in customer service. The following is a summary of the customer service work week that I arranged for you. I hope you like it.
Article 1: Weekly work summary of customer service 1. Work:
This week's work mainly includes the following four points: 1 Do a good job in sorting out the basic information, reflect the customer's situation to the factory in time, and reflect the customer's information to the factory; 2. Do a good job in order tracking: after the customer receives the order, confirm whether the customer pays and whether the daily order can be delivered on time; 3. After-sales tracking: whether the customer confirms the receipt, tracks the receipt time, and returns or not; 4. Maintain old customers, keep in constant contact with them, and know the latest trends of customers' demand for products. In addition, we should introduce the latest products of the company to our customers to determine whether they need them.
Second, the problems existing in the work
1, express delivery, many of our products are motor-driven, but our major logistics providers have restrictions on express delivery in different regions, which leads to the lag of logistics transportation. 2. Due to the lack of product knowledge and the limitation of business level, I can't convince customers well in the process of communicating with customers, and I can't let customers place orders at the first time. In this respect, I still need to continue to learn to improve my product knowledge and improve my business level. 3. Different product quality problems have different degrees of customer response. Need to collect more customer feedback, and then feedback to the product department for adjustment. I think product quality problems exist objectively. Different manufacturers have different production requirements, which leads to many after-sales problems, and we need to communicate and adjust with the production department in many ways.
Third, plan for next week.
1. Old customer maintenance: mainly order tracking, ensuring delivery on the day of ordering, and logistics tracking. 2, do a good job in after-sales tracking, last month did not do well in this regard, so we should gradually improve under hard indicators. It is our important task to catch new customers. Many orders come from new customers, and we strive to seize every customer to buy our products. 4. Insist on learning product knowledge and improve your business level. Things change all the time, and I need to constantly add new knowledge to enrich myself. Insist on going out for a walk, keep frequent and effective communication with customers, and truly understand what products customers need.
Chapter 2: Weekly Work Summary of Customer Service 1. Improve service quality and standardize butler service.
Since the launch of "One-to-One Butler Service" in April, 2065 438+05 10, no matter what problems you encounter in your daily work, you can not shirk them. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, the on-site simulation and daily inspection such as "smile, greetings and norms" were carried out. We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.
Two, standardize the service process, property management towards specialization.
With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.
Third, strengthen training and improve business level.
Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.
Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:
(1) Conduct etiquette training and standardize gfd.
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.
(2) Do a good job in professional knowledge training and improve professional skills.
In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with the "Regulations on the Property Management of Residential Areas in XX City", "Measures for the Management of Residential Properties in XX Industrial Park", "Measures for the Management of Residential Interior Decoration" and other relevant legal knowledge, the problems encountered in practice are solved legally, and it is clear that property management is not always guaranteed, nor is the property management company responsible for everything. The company also selected some classic cases for discussion, analysis and research. We need to constantly learn and accumulate experience in our work.
Chapter III: Weekly Work Summary of Customer Service It has been more than five months since online registration, listening, written examination, interview, re-examination and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From an independent individual, to become a member of the customer service center of * * bank telephone bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of the corporate culture of * * Bank Telephone Banking Center, we constantly improve our overall quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
First, 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 take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service. Make the following plans:
First, effectively complete the power-off task. In the daily xxx, learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in each area, and make efficient outgoing calls. For example, when collecting personal loans in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in * * area; For example, customers in line * * are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;
Third, enhance the awareness of active service and maintain a good attitude;
Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
Chapter 4: Summary of Customer Service Work Week 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 on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. "Should pay more attention to the scenery", work in life. This is the most rational choice and the best lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so I began to work hard for 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. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we will conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
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