Self-evaluation of customer service staff 1
It has been more than five months since I registered online, participated in listening, writing, interview, second interview and training. In these five months, I have experienced the transformation from a college student who just left school to an office worker. From an independent individual to becoming a member of the customer service center of _ _ Bank, Telephone Bank.
There, we hold a pre-shift group meeting every morning, and the leader of each group will find out 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; There, the members of our group, the group leader and the students worked together to make cases, found our shortcomings from one case to another, strengthened our standard speech skills, and enabled us to deal with all kinds of difficult customers with ease; There, each group of us discussed the blackboard design of each team, and every student actively participated 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; There, we will 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 progressive students; There, many good people and deeds happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. There, every day, we will record the feelings of the day's work and record the bits and pieces of work; More importantly, there, under the influence of the corporate culture of _ _ bank, telephone and bank 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 my old seat and new classmates infected me and made me simple. 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 faded and gained more.
Mature and steady.
Through these months' work, I have determined 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, always be aggressive and work hard when encountering complicated and trivial things; 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 realize that business learning is not only a task, but also a duty 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 the self-study plan, adhere to individual self-study, carry forward the "nail" spirit, 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, adhere to the relationship with customers in my 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. Learn to identify 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, for personal loan collection in _ _ _ area, the contact rate at noon is generally high, so it is necessary to make more appointments with customers in _ _; For example, customers in line _ _ are slow in understanding and reflecting, 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 adhere to 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.
Self-assessment of customer service personnel II
Time flies, and the year of _ _ _ will be over in a blink of an eye. Recalling the day when I joined the reform family, I was filled with emotion. The merchandiser is the window of the company's external communication, and the work is also very important, which requires great care and patience. I am honored to be a member of this important position in the company. At this moment, I will determine the completion scenarios of various tasks in the past year:
A, _ _ year job evaluation
1. Order processing
The qualified rate of order review 100%. Customer orders are generally made by telephone (orally), fax, QQ, etc. After receiving the customer's order, review the order (if it is an oral order, confirm it repeatedly with the customer and make records). Confirm the product model, color, specification, quantity, unit price, amount, payment method, delivery method and packaging requirements. In the work of order review, from the initial clumsiness to being able to handle it skillfully and independently at the moment, I feel very happy and have a sense of accomplishment.
2. Product tracking scenario
The punctuality rate of product delivery is 98%. After receiving the customer's payment, notify the finance department to unlock it, always pay attention to the production progress, notify the logistics company to pick up the goods in time after the products are put into storage, and follow up at any time to ensure delivery.
Step 3 communicate with customers
Call at least three customers every day (except those who place orders that day) to keep abreast of the customers of the study abroad network.
4. Customer data collation
Many customers are transferred from sales companies, and the information is very incomplete. It was my negligence not to establish a complete customer file in time, so I decided to improve the customer-related information and file it. Establish corresponding files for new customers in the future.
Second, the work plan is _ _ _
The new year means a new starting point, new opportunities and new challenges. I'm determined to make persistent efforts and try to open up a new situation. I hope I can have more brilliant achievements in _ _ _.
1. Strive for customer service satisfaction rate 100%, communicate with customers more, strive for more orders, and report customer feedback information to leaders in time;
2. Timely and accurate review of customer orders, with an accuracy rate of100%;
3. Improve your working ability and communication ability in an all-round way;
4. Obey the work arrangement of the leader, do things carefully, and the accuracy of each report is 100%.
Customer service personnel self-assessment 3
In a blink of an eye, 20 years have passed in our busy work.
Looking back on the customer service department of property management company for 20 years, it can be said that various management functions have been further developed and continuously improved. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has been greatly improved compared with the previous year, and various work systems have been continuously improved and implemented. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff.
Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is determined as follows:
First, deepen the implementation of the company's rules and regulations and customer service system.
On the basis of the preliminary improvement of various rules and regulations in 20__, the focus of 20__ is to deepen implementation. Therefore, the customer service department will deepen the knowledge and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.
Second, integrate theory with practice and forge ahead to carry out customer service personnel training.
Make use of the regular meeting time of customer service department every Friday to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".
Third, the daily maintenance processing
According to the workload statistics of each weekend, "Daily Reception" has received more than ten kinds of maintenance. According to the different maintenance information, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.
Four. _ Collection of district property fees
According to the charging index issued by the company at the beginning of the year, we will carry out the collection of property fees in _ _ _ and _ _ _ districts. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.
Verb (abbreviation of verb) collection of energy fee
At the same time, the quarterly meter reading work in _ _ district was completed as scheduled, and the new task assigned by the company-the first meter reading work in _ _ district was completed.
Six, _ _ _ area bottom commercial rental.
We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.
Seven. Take back some buildings
In _ month, the recovery of _ # and _ # was completed; At the same time, the recovery of some relocated buildings (units _ #- 1 and 2) in the _ _ area has been completed.
Eight, "Love is the Yushu Earthquake in Qinghai" organized fund-raising activities.
After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to hold a fund-raising activity in the community to "dedicate a love for the people in the disaster area", which was completed by the customer service department. After receiving the instruction, all the staff in the customer service department put forward enterprising suggestions and finally successfully completed the fund-raising activity.
Nine, during the festival, the park decoration and layout.
Strive to complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival attracting young people's attention), and bought Christmas trees and various decorations in the community lobby.
X. Owners' Symposium
On the eve of the Spring Festival, the annual owners' forum was organized. The invited owners made a positive speech at the meeting, fully affirmed the service work of the property management company and put forward reasonable suggestions.
In a word, on the basis of 20 years' work, we are full of confidence and expectation for 20 years. In the new year, we firmly believe that as long as we work hard, struggle, explore and forge ahead, we will be able to complete all the work indicators issued by the company with "maximum efforts".
_ _ Customer Service Department of Property Management Company
Author: _ _
20__ years 12
Customer service personnel self-assessment 4
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 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 their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in others' shoes and feel that you grew up with mistakes. As long as a person responds bravely with the necessary heart and courage and bears the consequences caused by his own mistakes, there will be no difficulties. 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 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 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.
Customer service personnel self-assessment 5
In this year, it seems that there are not many things worth self-examination. Life and work are still without any scenery along the way, just when I thought the road was moving forward and the days were so calm. _ _ June165438+1October, after application and selection, I came to usfine, very happy.
It has been more than two months since I joined usfine, but for me, I have grown a lot. Learning a working method, working materials and workflow that I was not completely familiar with from the beginning gave me a more comprehensive and systematic understanding of the whole English customer service workflow and materials. Two months' work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking, where I criticized and appraised my previous work, and how to do a good job in the future and serve the company with everyone.
One, _ _ year evaluation
(a) job evaluation
_ _ On June 23rd165438+1October 23rd, I started to join usfine, and studied with the old employees, and participated in order registration and background management for the first time. Participate in the verification of English customer service orders for the first time; Participate in the questionnaire for the first time and complete the order reply; Contact the refund and complaint handling department for the first time. There, I saw expectations, because I could learn more work materials. Because I have been engaged in related work before, I got started quickly. Thanks to the guidance and help of leaders and colleagues, and thanks to the company for giving me the opportunity to learn. There, I saw a group of hard-working, hard-working and down-to-earth people at work, I saw a good team, and I lost my sense of work pressure. But unfortunately, I have never been confident to complete the standardized operation and control of the whole process independently, which will be something I will face and change in the coming year. Fang Case Mode% Library-Arrangement &; The first and most important question.
(B) deficiencies in the work
Lack of initiative in work, lack of communication with leaders and everyone, lack of comprehensive and meticulous research, and many mistakes, especially in order verification and follow-up. I need to spend more time and energy to study. Because this is far from the expectations and requirements of company leaders in their work. At the same time, the level of English theoretical knowledge, the ability to withstand work pressure, and the implementation and planning of specific work need to be further improved. A series of problems need me to overcome and solve in my future work, so that I can do my job better. And what you should do and can do, you should be brave enough to undertake, not rely on others, not shrink back, not escape, and bravely take every step, so that you will be more confident, bold and careful in your work in the future.
Second, the _ _ year plan
The new year is coming, full of challenges and opportunities. I must work harder. It seems easy, but it needs hard work, attitude, confidence and endurance. I firmly believe that with the correct decision of the company leaders, the assistance of my colleagues and my unremitting efforts, the annual meeting will be a year for me to realize] planning model essay' library, arrangement and transformation' in usfine.
(1) Enhance the sense of responsibility, obey the arrangement of the leader, communicate with the leader aggressively, and improve the work efficiency of collecting and sorting out the scheme template for you.
We should be proactive, take the initiative to get the work to the point, implement it, and reduce work mistakes. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperating with colleagues, and reporting work scenarios and proposals to leaders. As a newcomer, you should let go of yourself and understand the strength and importance of the team.
(2) study hard and improve.
When it comes to the study of work-related knowledge, I am not afraid of hardships and try my best to overcome them. I met many new things, new problems and new situations in my work that I seldom touched or even never understood. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. To deal with these problems, we should first know more about ourselves, be familiar with the company's products, order operation and how to manage them, so that we can quickly enter the protagonist in our work and express ourselves to customers in professional words.
(3) Take more actions and stick to the post responsibilities.
English customer service post, long working hours, heavy tasks, great pressure, night shift, shouldering the company image. Therefore, what is needed is someone who has a sense of responsibility, is not afraid of hardships, can endure hardships and is willing to contribute. We should also learn to constantly adjust our emotions and decompress ourselves.
There is no size of work, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so we are also described by many people as superior. However, personally, I feel that I am very self-motivated, and my biggest feature is my strong learning ability, strong organizational ability and sincere treatment. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to identify, analyze and summarize diligently in time and professionally, and finally complete self-improvement and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself.
(4) Be good at thinking and integrate theory with practice.
Be a careful person at work. Under the guidance and care of the company leaders, I gradually became familiar with the work scene. After careful observation and attention, reflection and appraisal, I absorbed the essence and extracted the dross, and constantly evaluated my experience in my work. Seize and discover the bright spots in everyone's work, learn and improve themselves.
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