Chapter 1: Overview of subway consultation and customer service. 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.
Before every new employee goes online, I will tell them that an excellent customer service representative is only skilled in business. Knowledge and superb service skills are not enough. On the basis of the following two points, we should strive to constantly improve the professional psychological quality as 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.
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 violating regulations, when you are punished by rules and regulations, your mood fluctuates, which affects your 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.
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.
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.
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.
Looking back at the working process and the current state of the public speaking group in detail, 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 the service quality and service awareness and the requirements of the provincial bureau. Whether it is successful or not, we will continue to explore and try, such as doing a large-scale training 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.
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.
Chapter 2: Overview of subway consultation and customer service. It's been more than five months since I signed up online, participated in 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 becoming a member of XX subway consulting customer service center.
There, we hold a pre-shift group meeting every morning, and the leader of each group will summarize some mistakes from yesterday's outgoing and incoming calls and emphasize what problems should be paid attention to 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 was absorbed 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 large group meeting before going to work every day, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; 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 banks, telephones and banking centers, we constantly improve our overall quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed. 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 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 do it with all your heart whenever you encounter complicated and trivial things; When colleagues encounter difficulties and need to take over, they can put down their rest time without complaint, make a good work plan, resolutely obey the arrangement of XX subway company and devote themselves to their work;
Second, study hard and keep pace with the times.
I remember a lesson given by Director Shi to our new employees, saying that "choosing CCB means choosing continuous 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 potential, 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 will constantly improve the potential of analyzing and solving 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 spirit of "nails", squeeze time optics, correctly handle the contradiction between work and study, and 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. Learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient outgoing calls. For example, for personal loan collection in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments for customers in * *; For example, customers on the * * line are slow to understand and reflect the potential, 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 III: Summary of subway consultation and customer service. xx years will soon pass. Looking back on the work of the past year, I feel deeply and time flies. Unconsciously, I have been working in xxxx for more than a year. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
Looking back, it seems that just yesterday, I applied for the customer service position of xxxx, but now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a familiar subway consulting customer service work.
Many people don't understand customer service and feel simple, monotonous and even boring, but they just answer the phone, take notes and surf the internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master the necessary work skills, and have a high degree of consciousness and responsibility, otherwise there will be many mistakes and dereliction of duty in your work. The front desk is the information window of the whole service center. Only a continuous and smooth information channel can contribute to the development of various businesses. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also follow up the work of various departments in time and pay a return visit to the contract repair reports and the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete and convenient to find, and maintain the integrity of the original materials, and at the same time make all the work according to the standards.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.