Experience of customer service in automobile 4s shop

Customer service experience in automobile 4s shop 1. Through learning and accumulation? And then what? Have a deeper understanding of what yo

Experience of customer service in automobile 4s shop

Customer service experience in automobile 4s shop 1. Through learning and accumulation? And then what? Have a deeper understanding of what you are doing.

? The faster you make progress, the more things you do, and the greater your contribution to the country and society. This is my understanding. I come from a remote rural area and know who we serve. Migrant workers? The working environment is harsh and life is hard, but China society lacks organizations, especially enterprises, to help and benefit this huge group. Through working and studying in ..., I deeply realize what a noble cause we are engaged in!

Perhaps from the beginning to now, we have not received enough recognition and understanding, and our achievements are not enough to make us proud. However, we are delighted to see that more and more young people who are interested in serving migrant workers have joined our ranks. Many things we have done have been recognized by the government and supported and understood by more and more institutions, especially the majority of migrant workers. I am proud to be engaged in such a profession.

Of course. As a developing enterprise, there are still many imperfections; The system is imperfect, and the lack of market development ability and departmental coordination ability still puzzles us, which is far from the construction of the target team. We need innovation and even revolution to improve ourselves, which may cost a lot and require courage.

Second, seriously study the work function and further improve the work ability.

During my stay in the Planning Department and the Ministry of Commerce, I was mainly engaged in media reception, issuing cards, distributing posters, and sorting out opinions on website adjustment during the meeting. I have always maintained a high enthusiasm in my work, and I have been encouraged and helped by many partners, and I have achieved certain results. After the forum, the participating media rushed to report. Through the in-depth contact with migrant workers in the process of issuing cards, we have a deeper understanding and cognition of the objects we serve, sum up some methods and try our best to publicize them? Brand; In the process of sorting out the opinions of the website, I exchanged discussions with many colleagues, gained a deeper understanding of the company, and put forward some immature suggestions, which laid some foundation for the present work and learned a lot of methods and reasons.

Of course, I am also aware of my own shortcomings; I am inexperienced in activity planning, poor in computer skills and thoughtless in doing things, so I am reading a lot of books, listening to a lot of lectures in my spare time, constantly reflecting on my progress, improving my working methods and improving my ability. I believe that through constant adjustment and study, I can be more competent for my future work and get enough recognition and understanding; I will also strive to improve and try to put forward some mature plans at an appropriate time to contribute to the development and construction of the company.

20XX years? Personally, this is a crucial year. I will try my best to overcome my own shortcomings, improve my comprehensive quality and devote myself to my work with greater enthusiasm. I firmly believe that? This harmonious banner will fly high in the north and south of the motherland, expecting something and peace? Jump on the trend together!

Engaged in customer service for nearly seven years, and wrote a lot of summaries in seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and charge for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is my personal work summary report:

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 work as a monitor in the past two years, I have been constantly exploring in an attempt to find another flavor that can dissolve and melt the phenomenon caused by front desk users. Is it spicy? Taste, this is the emotional management of operators. 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. So there is no need to suppress and escape for a long time for the mistakes you have made. Is the scenery long? For work and 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.

Customer service experience in automobile 4s shop Part III Customer service is a big topic. On the one hand, the single statement is biased, but the all-round statement is too broad and difficult to get to the point. We can only choose the most impressive aspects to discuss.

The first thing I want to say is the formation of the team. How to set up a company's customer service department from scratch? I think the first step should be to establish a system, which is the basis of forming a team. What kind of specific system is needed depends on the company and customers. The basic system shall include:

Customer service department management system

Complaint management system

Performance evaluation system

Problem handling process

At the same time, as the focus of the whole customer service work, recruitment should also be carried out at the same time. As said at the beginning of the article, excellent customer service staff often have some personality characteristics, so when selecting, you can basically know whether a person is suitable for customer service work through heart-to-heart talks and questionnaires. Conversation is the best way, because customer service is a direct communication process, and face-to-face conversation can better identify whether a person meets the requirements of customer service. When recruiting customer service assistants, fresh graduates with positive attitude and good communication skills can consider it. The advantages of fresh graduates are positive, receptive and malleable, but there are also shortcomings such as unhealthy mentality, less work experience and immaturity.

At the same time, it is particularly important to pay attention to a clear division of labor. On the basis of the process, it is clear who meets, how to deal with it, who gives feedback, who follows up, who records and so on.

The team needs regular training, including business knowledge and communication skills, especially updated business knowledge, which can be achieved through emails and regular meetings. The principle is simple and effective.

Secondly, talk about the management of customer expectations. In the software industry, it is very common to ask for changes due to various reasons such as customer habits and business changes. If the customer agrees to everything, it is impossible. If the customer is rejected, it is afraid of affecting the company image, which involves a link in demand management-customer expectation management. The highest principle of customer expectation management is reputation, that is, what is promised to customers must be completed on time. Without credibility, other skills are out of the question. Reduce commitment and improve delivery? If a thing is expected to take 1 hour to complete, you should tell the customer that it will take one and a half hours or two hours, because it is difficult to guarantee that the actual situation will not exceed expectations, and early delivery is much better than late delivery. Patience and skillful explanation are also needed when customers can't meet their needs. If the word-of-mouth is good and the explanation is proper, nine times out of ten customers will understand.