Telephone customer service experience: As a customer service staff, we must first maintain our own mentality in order to serve every customer well.
In the service industry, it mainly includes: the first service determines everything; Because service is the soul of an enterprise, the quality of service determines the economic interests of the enterprise. The core of all this revolves around customer satisfaction. Customer satisfaction means that we have won the hearts of consumers, and we serve with sincerity, care, care, enthusiasm and patience. Get customers' reassurance, satisfaction, temptation, comfort and favor. In order to achieve all this, our enterprise must improve the service training of its own employees and improve its products to make customers more satisfied. The dedicated service of the second team determines the strength of the service; Strong team spirit is an important magic weapon to deal with customers. In ancient times, Gong Yu moved the King of Wu to Taihang. Not only his persistence, but also the strength of their whole team enabled them to move mountains and rivers.
To improve the team's service, it is necessary to set reasonable team goals and cultivate mutual love and respect among members. We should also cultivate teamwork spirit and communicate with multicultural teams. What's more important is to cultivate the innovative ability of league members, so that we can better understand the needs of customers and meet their customers, thus our enterprise has also improved its own brand value. Because we cultivate team spirit, we know that only from the customer's point of view can we win win-win results. With sincere service attitude and care for customers, our customers can trust every employee of our enterprise. The third service is to become the core competitiveness of enterprises.
In order to make our products win a certain position in the market, we must compete with the market and meet the problems given to us by every customer in the market. The key is whether our employees can fully grasp the details of the service. The measures we take are: 1. Keep abreast of customer trends; 2. "Altruism" is the purpose of our service; 3. Our service must bring happiness to customers, and we should consider it from the customer's standpoint; 3. There are no customers who are difficult to serve. We should constantly provide services for our customers, let them know our existence, and let them get certain benefits. As long as our employees truly grasp the details of customers, we can truly win a win-win situation in society!
Since I am a customer service staff, I will take these measures to lead my team and develop my team into a team that can serve customers and always care about their needs. Taking customer service as the main core can improve the comprehensive quality of enterprise service employees, thus improving the economic interests of enterprises.
Experience of telephone customer service 2 In a blink of an eye, I have been working in the customer service department for one year. In this year, I have a new understanding and experience of customer service.
Before entering the customer service work, I always thought that the customer service work was very simple, that is, sitting at the front desk to answer the phone and solve the after-sales problem. In this year's continuous study, I deeply realized that customer service is a job of communication between people.
Customer service personnel represent the window for users to communicate with the company. As a customer service staff, don't put yourself on the opposite side of the user at work. Apologize more to customers, which is not to belittle the company's image, but to show the image of the company's integrity. Everything should be considered from the user's point of view, not from the opposite of the user, otherwise the problem will never be solved. In the process of dealing with the problem, customers certainly hope to solve the problem in time. If you can't solve the problem in time, you should give the user a deadline commitment. If there is a problem during this period, you should contact and communicate with the customer in time to satisfy the customer.
If service is a hard job, let's devote ourselves to this kind of hard work to exercise ourselves. One day, you will find that it makes us stronger, more tolerant, richer and more beautiful.
In fact, these are all my experiences at work, and I may just have touched the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!
The experience of telephone customer service has passed for three years, and I have been working in xx for half a year before I know it. In my opinion, this is a short and long half year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After half a year's work and study, I am familiar with customer service.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.
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. Whenever I encounter trivial things, I always try my best to do them. 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.
Theory is the forerunner of action. As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
Thirdly, I realized the importance of details in my work and life.
Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm.
Fourth, communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the lovely and excellent team of xxx customer service department. The cultural concept and working atmosphere of xx customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in the second half of the year!
Telephone customer service experience. 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 experience 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 the knowledge of various disciplines is 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.
Telephone customer service experience. 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 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 this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting 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 eccentricity of complainants. Wow, many users have been harassed.
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.