Summary of the work of customer service department in the first half of 2020 (1) Looking back on the work in the past six months, with the support and help of the company's leaders and colleagues, I strictly demanded myself and completed the work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:
First, the daily work of the customer service department
Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.
1, straighten out the relationship and create departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.
2, timely understanding of housing preparation and delivery, to provide a basis for leadership decision-making. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.
3. Accept customer complaints and timely coordinate relevant departments to properly handle them, and actively respond to the call of the five spirits of the employees of the group. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.
4. Do the company's paperwork, draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.
Second, strengthen self-study and improve professional level.
Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and oral expression ability have been greatly improved, which ensures the normal operation of all work in this position, can treat all tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Three. Existing problems and future efforts
Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.
In the second half of the year, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.
Summary of the work of the customer service department in the first half of 2020 (II) Although the working hours in xx are not very long, I have learned a lot of new knowledge and technology, and I have contacted the work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.
Looking back on the work in the past six months, I am mainly responsible for two aspects: one is the update of website content, and the other is customer service. Because I didn't finish these two contents well, I'm not very satisfied with my performance. Here is a detailed explanation of the completion of this work:
I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. In 2020, our center will adhere to the service concept that communication starts from the heart. Every service staff in our center starts from the interests of customers, thinks about what customers think and is anxious for customers, and provides customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards and helping customers win points. We try our best to serve our customers.
Combined with the work indicators of our mobile company and based on the service principle of "people-oriented", we have implemented differentiated services such as door-to-door service and family service for major customers and important customers from the data breakdown at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of "service and commerce", we always adhere to the corporate mission of "creating an infinite communication world and being the pillar of the information society" and constantly enhance the employees' "sense of crisis, urgency, mission and responsibility", which not only comprehensively improves the service quality, but also makes our center make great progress in the construction of corporate civilization.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin cooperation of all outbound personnel will play a huge role in the promotion of new business in 2020 and comprehensively promote the incremental income of new business. When outbound team members do market research, social investigation, service care and tap potential customers, their service quality represents the service image of our company, so we train outbound team members to master the company's indicators and business, standardize service terms, and cooperate closely with them professionally and flexibly. So that they can clearly and clearly deliver the information to the target customers at the first time. It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers. Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain continuous service, in 2020, major customer centers will establish a rapid response mechanism for customer complaints based on customer value and strengthen complaint management. First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.
Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Verb (abbreviation for verb) daily homework
Account manager is the main provider of customer service for group customers and individuals, and it is also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In our daily work in 2020, we will focus on systematic training on the service and business of account managers, so as to comprehensively optimize the marketing system and realize the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.
In the second half of the year, I will assist the leaders in comprehensively innovating the service model and increasing the market share of new business. Assist leaders to comprehensively improve customer service and enhance service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".
Summary of the work of customer service department in the first half of 2020 (3) For a customer service representative, it feels like a person who learns to eat Chili. 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, 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.
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. 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 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 raged, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; Look, what is 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; Ants are 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 form a ball 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 pestering by users and are not surprised by the complainant's quirks. 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. 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, and it is a sense of sureness 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 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, strive to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon myself 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. In the next work, I will make a good work plan for the second half of 2020 and strive to do all the work better.
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.
Summary of the work of the customer service department in the first half of 2020 (IV) With the support of the company's leaders and various departments and offices, the customer service department successfully completed all the work in the first half of the year and achieved certain results. Looking back on the work in the past six months, we have mainly done the following work:
One is refined management.
Shopping mall plays an important role in shopping mall business, which is not only related to the economic benefits and development of shopping mall companies, but also affects the realization of the functions and social benefits of shopping malls, and plays a positive role in ensuring social stability and people's livelihood. Therefore, in the management of shopping malls, we earnestly perform our duties, combine our respective jobs and division of labor, and learn relevant theories and regulations. With the deepening of the company's fine micro-management, a series of rules and regulations have been formulated, with posts to people, responsibilities to people, rewards and punishments to people. In the data management of shopping malls, strict implementation ensures the authenticity, consistency, correctness, timeliness and standardization of data, so that the management of shopping malls meets the requirements of superior companies.
Second, work standardization.
We adhere to the principle of seeking truth from facts, being prompt, timely, accurate and reasonable, attach great importance to the improvement of the quality of shopping malls and the work of disaster prevention and loss prevention, and pay attention to high standards and strict requirements in our work. First of all, start with grasping the investigation rate of the first scene. As long as you receive the report, no matter the size of the accident, no matter day or night, always insist on rushing to the first site, master the first-hand information, and strictly follow the fast payment process to provide customers with the convenience they can.
Adhere to two-person survey, two-person loss assessment and limited payment to continuously improve service quality; Adhere to the 24-hour duty system, actively participate in the construction of three centers, and further improve the service level; Strengthen evaluation; Actively do a good job in disaster prevention and loss prevention, timely draw up the work plan for disaster prevention and loss prevention of major customers, the safety inspection methods for flood control in summer, and the safety inspection methods for fire prevention and explosion prevention in winter, always grasp them, intervene in advance, enhance the risk prevention ability, and receive good social effects. We pay close attention to the management of shopping malls, speed up the pace of shopping malls, strengthen team building, improve the service level, improve the service image, effectively squeeze out the water in shopping malls, achieve effective compensation reduction, and better complete the indicators of shopping malls.
Third, service standardization.
The market competition of shopping malls is nothing more than price competition, brand competition and service competition, and service competition plays a very important role in the market competition of shopping malls. As the customer service department, the service quality is directly related to the development and survival of the company. Therefore, our department puts the service of shopping malls in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details.
For example, when customers come to handle business anytime and anywhere, we can provide thoughtful service; If you can do your business well once, you won't let your customers run twice. Every time a case is settled, the insured will be notified by telephone in time to collect the money. Over the past six months, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.
In July, the rising temperature symbolizes that the working level of PICC is changing, improving day by day, which is gratifying and exciting. Yes, achievements represent the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals. I sincerely wish our people's insurance business is thriving and our company is bigger and stronger.