Summary of customer service self-help work

Summary of customer service self-help work

Summary is a written material for reviewing, checking and evaluating a certain stage of study or work afterwards. It can help us straighten out the knowledge structure, highlight key points and break through difficulties, so we need to go back and summarize and write a summary. How is the summary generally written? The following is my summary of customer service self-work. Welcome to reading. I hope you will like it.

Summary of customer service and self-help work 1 It has 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 left school to an office worker. From being an independent individual to becoming a member of the customer service center of xx Bank Telephone Bank.

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, 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 in xx Center of telephone banking, 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 my new service, and let me solve customers' problems with my new service.

Summary of Customer Service and Self-work Twenty-five years ago, I became an ordinary employee of xx Bank with a perfect vision for my future life and infinite yearning for my work. From that day on, in the ordinary work ushered in day after day and year after year, I not only have a passion for work, but also a heart for perfection. I have made unremitting and tenacious efforts to improve my professional skills and service level. Treat every business with a pragmatic and meticulous attitude, receive every customer with a natural and open-minded, kind and tolerant attitude, and contribute to the development of Huaxia Bank with the attitude of unity, mutual assistance, peace and humility. From it, I realized the charm of service, the true connotation of "customer-centered", the warmth and strength of the group, and got unanimous praise from leading colleagues and customers.

I am glad that I can have such a good working environment and working conditions, and at the same time, I have set my work goals with high standards and strict requirements: I am strict with myself, constantly strive to improve my professional skills, constantly expand my business scope, provide services to every customer kindly and quickly, and become an all-rounder with solid basic skills, comprehensive business knowledge and calm service standards. The practice over the past few years has also made me really understand the real connection and connotation of service. I know that only by diligently practicing skills and practicing business knowledge can I master the rules of service skills, improve my ability to analyze and deal with problems, and constantly improve my service and service level, so as to realize the "accurate, efficient and fast" service concept, enhance customer satisfaction and loyalty, win the trust of customers and win more and better business in the fierce market competition.

First of all, smiling is the beginning of politeness and quality service.

Smile is a sign of self-confidence, a silent language and a friendly message. She is the most abundant, infectious and conquering expression in people's communication. The counter is the window of the bank, the mental outlook of the counter staff represents the level and image of the bank, the smile is the window of the staff's mind, and it is an effective display form of professional manners. Only with a heartfelt smile can we communicate with customers in the most sincere and effective way.

Compared with young and beautiful colleagues, I have no innate advantages, but I believe that "each other is born from the heart." Only a heartfelt smile is the most attractive, and I can pass on a sincere heart to customers. I can warm customers' hearts with my sincere smile that is enough to win the trust of every customer, so as to win the trust of customers. I know that customers are valuable resources of banks, and only customers can exist. Service is the foundation of bank operation, the source of bank benefits, and the soul and life of the bank. Therefore, no matter how stressful and tired you are at work, or how busy your family is late at night, you can't put on an unhappy look, because this will make customers feel that he is an unwelcome person, which will cause customers' doubts and dissatisfaction and will inevitably shut many customers out.

A customer came to our banking business several times and told us that he had business in many banks all over the country. Compared with the employees of Huaxia Bank, he has the best impression. My sincere and natural smile made him feel kind, and he felt at home in Huaxia Bank. Although his unit has moved to a place close to other banks at the moment, he is still willing to go to our bank to handle business and become a loyal customer of our bank. In fact, in my daily work, I have to deal with customers' eyes anytime and anywhere, just like dealing with examiners every day. How many achievements I have made means how many impression points the examiner can give me, which means that he will decide how to treat me. The attitude of customers towards me is actually a mirror of my own words and deeds. I can't criticize the mirror, but reflect more on myself in the mirror, where is not enough. However, it is very difficult for all customers to be satisfied with their performance, but I understand that besides dressing neatly every day, using polite language and making full preparations before work, smiling is an invincible weapon. Keeping a good attitude and developing the habit of smiling is not only my smile, but also our customers' smile, so that even customers who come to Huaxia Bank for business for the first time can feel cordial and bring joy to others.

Second, skills are the basis for improving service level.

As the old saying goes, "If a worker wants to do a good job, he must sharpen his tools first". Front-line employees in bank outlets can't provide customers with perfect and fast services and do their jobs well without excellent business skills and skilled operation skills. Before I joined Huaxia Bank, I was not an employee, nor did I have any kind of work. Banking is a brand-new sky for me, so I attach great importance to strengthening the study and improvement of business skills, knowing that skills are the basis for improving service level. Only by mastering skilled business skills can I be handy at work and better provide convenient, fast and accurate services to customers. In order to improve work efficiency and win the trust of customers.

It is difficult to have enough time to practice skills within eight hours of work, so I take time off to practice at noon, at night and on rest days, and adhere to the principle of "make up for what is missing". In the past, because typing speed was not fast enough and accuracy was not high enough, I had to practice for ten or twenty minutes every day. I firmly believe that one day "iron bars can be ground into needles". There is no shortcut to counting money. Only by accurately doing every tiny standardized movement and repeating mechanical training countless times can the speed and accuracy be improved. I know that only by grasping at all times, being strict with myself, forming the habit of long-term study, and adhering to the spirit of not being afraid of hardship, fatigue and complexity can we practice our skills well. Only by practicing basic skills can we improve the speed of handling business.

Third, knowledge is a powerful guarantee for improving service skills.

People are often used to understanding service as attitude, that is, a good attitude equals a good service. In fact, service has a deeper connotation. Service providers must have good professional knowledge, law-abiding awareness and thoughtful, accurate, fast and efficient service skills, and knowledge is a powerful guarantee to improve service skills.

Good professional knowledge comes from usual study and daily practice. I attach great importance to combining what I have learned with practical work, learning at work, improving at work and realizing it at work. Adhering to the principle of "erudition, interrogation, careful thinking, clear debate and perseverance", we should listen more, learn more, do more and think more in our work. Listen to teachers and leaders; Learn the operation skills of the master when dealing with business; Be extremely cautious in doing business, pay attention to error-prone links and details, consult the master immediately when encountering difficulties and problems, and solve them for customers in time, so that practice makes perfect; Immediately after finishing the business, think about why you want to do it, and if there is a better way, so that you can do it seriously and do it better and better. Improve the theoretical level in study and accumulate practical experience in practice. With the enterprising spirit of innovation, change and learning, do what we do, love what we do, drill what we do and refine what we do. Our bank is located in the furniture market, and furniture owners are used to settling transactions in cash, so they can't understand the unfairness of large cash, which is contrary to the relevant regulations of the People's Bank of China on strengthening the management of large cash.

So, I used my knowledge to introduce them to local payment in time, and payment in different places can be paid by cashier's check, which is convenient and fast. At the same time, try to open a company settlement account and handle related settlement transactions. The work of banks is changing from time to time. Every day, new things appear and new scenes occur, which requires us to keep up with the situation, strive to change ourselves, better plan our goals, learn new knowledge, master new skills, adapt to changing work goals, improve service quality and meet customer needs. The needs of customers are both pressure and motivation for me. I took part in the study of professional upgrading in my spare time, successfully obtained xx accounting undergraduate degree, enriched and armed myself with knowledge, and provided a strong guarantee for the improvement of service skills.

Customer service self-work summary 3 Time flies, and a year is fleeting. Looking back on the coming 20xx years, there are leaders' care and instructions, colleagues' support and help, joy and relief after overcoming difficulties, and no regrets after disappointment and hesitation. Although I am still an assistant employee who has been engaged in banking for just two years, through hard work, my performance this year has increased from more than 10,000 personal deposits at the beginning of the year to more than 10,000 at present, with a net increase of more than 10,000, making me the first in savings collection of branches. Now I will summarize my work in the past year as follows:

First, strengthen learning and improve their own quality.

Over the past year, I have been able to seriously study the business knowledge of banks and constantly improve my theoretical quality and business skills. In the process of learning, I gradually summed up the learning method suitable for my own characteristics, that is, comparative learning. Compared with other colleagues, what I personally lack is what I need to learn. Compared with other branches, our weakness is exactly what I need to strengthen; Compared with other banks, what is different from us is what I need to explore.

The second is to explore and innovate to find new market growth points.

Only by constantly developing high-quality customers, expanding business and increasing deposits can efficiency be improved. I used my personal social network to establish contact with the demolition company. After the demolition of the company, I got a large number of customers with savings potential. Then go to visit each other, it is inevitable to be rejected, coldly, and even abused. Fortunately, after this way, on the basis of marketing to maintain individual customers and help customers manage their finances, I also tapped many new customers and attracted many new deposits.

Three. Loyal and persistent, responsible for the development of the branch.

Banking is a workplace that I have been ignorant of since I was a student. After graduation, I was very lucky to get this dream job. However, it is not an easy task to become a qualified bank employee, and it is bound to require continuous learning and training. After working for more than a year, I am still not a regular employee of the bank, which makes my family very worried. They even found me a better way out. To tell the truth, I have hesitated and conflicted, whether to stick to my dream or to think about my family. But after rational thinking, I resolutely decided to stay in the branch, continue to work hard, use my achievements to practice my original imagination, and also dispel my family's concerns.

In the new year, I set new goals for myself. In order to make myself a qualified bank employee as soon as possible, I will focus on the following aspects to exercise myself and improve myself.

First, business. Constantly update your bank knowledge base, not only be familiar with traditional business, but also grasp emerging business in time; Need to have a higher theoretical level and the ability to skillfully operate specific businesses; Not only should you learn the professional knowledge within your own responsibilities, but you should also take the initiative to understand the relevant knowledge in other fields such as bank loans, deposits and settlement.

Second, quality. Cultivate a strong sense of responsibility and service, and take every customer seriously. Self-discipline, decent style, integrity, and consciously safeguard the good image of bank staff.

Third, the psychological aspect. Constantly temper, rationally treat setbacks and failures, and take a mature and steady mental state as the goal of self-growth.

My performance target for next year is that my personal savings will reach 1 100 million. I will continue to explore, innovate, do my duty and go all out to make my own contribution to the development of the branch.

Customer service self-work summary 4 Time is about to pass. With the support and help of company leaders and colleagues, I kept learning theoretical knowledge, summing up work experience, strengthening my self-cultivation, striving to improve my overall quality, strictly abiding by various rules and regulations, and fulfilling various duties of my post. My work this year is summarized as follows:

I. Work attitude

I love my job, I can treat every job correctly and seriously, I have a high sense of professionalism and ownership, I abide by labor discipline, make effective use of working hours and ensure that the work can be completed on time.

Second, business skills.

Do more and learn more: I just arrived in the company, and this job is a new challenge for me. But in order to get started as soon as possible, I am not afraid of trouble, ask the leaders, learn from my colleagues and explore my own practices. Be familiar with the work done in a short time, make clear the procedure and direction of the work, improve the working ability, form a clear working idea in the specific work, be able to carry out the work smoothly, and finish the work skillfully and successfully. Communicate with other sales staff frequently, analyze the market situation, existing problems and solutions, so as to improve together.

Thirdly, in order to improve our service level, I personally think we should provide humanized service.

Reservations should be polite, polite, modest, concise, neat, generous, considerate and considerate when speaking and answering the phone, and develop the habit of using "hello", "please wait a moment", "please rest assured" and "have a nice trip", giving people a sense of intimacy and spring breeze. Every phone call, every confirmation, every quotation and every explanation should be full of sincerity and enthusiasm to show our service attitude, express our confidence and show our strength. Reply to emails and faxes, literally clean, clear and beautiful, concise, accurate, distinctive and standardized in format. In order to win each other's goodwill, in exchange for each other's trust and cooperation

We understand that the company's interests are above everything else, employees' sense of ownership and responsibility is enhanced, and everyone contributes to increasing income and reducing expenditure. Understand a simple truth, the company and employees share the same fate, the company's development can not be separated from everyone's support, and everyone's interests are reflected through the company's growth. In the tourist season, everyone's efforts have also been rewarded, which has strengthened our determination to work harder and achieve better results.

Looking back on my work in the past year, I have successfully completed my work. It is the cultivation of the company, the care and education of the leaders, the support and help of my colleagues, which has tolerated my shortcomings and mistakes, taught me to be a man and do things, and made me who I am today. In the future, I will cherish, study hard, work hard, faithfully fulfill the purpose of being a man and doing things, and do my duty for the development of the company on the stage given by leaders and colleagues. In the future work, I will work harder and "make further progress".

Summary of Customer Service Self-work 5 Time flies, and I have been working in Greentown Qingzhuyuan Service Center for one year unconsciously. In my opinion, this is a short and long 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.

Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

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, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master the necessary work skills, and have a high degree 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.

The following is my main work data this year.

1. Handle the procedures and certificates of the owner's house expropriation and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner;

2, understand all aspects of information, including the owner, decoration units, real estate companies, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

In the process of completing the above work, I learned a lot and grew a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to deal with difficulties, dare to challenge and further settle down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open.

However, when I saw Zhang Yu, who came all the way from Chongqing, calm and sweet smile and skillful reception, there was a wave of ripples in my heart. She's working overtime, too. She'll be tired. Why can she insist on such a good mental outlook and working condition in front of customers? After the company leaders summed up our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you are dealing with customers, whether you are happy or not, whether you are upset or not, you should have worked hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to adhere to the service of smiling and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. I can correct the criticism of leaders and colleagues and make continuous progress; When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. 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. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every document, every punctuation mark, or refining the service emphasized by the leaders, there is no dead end in hygiene, and so on. It made me deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the Christmas New Year's Day Park, which was just completed two days ago, was the first plan I made myself. When the plan was approved by the supervisor, my heart was filled with the joy of success and the vitality of my work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

In the brand-new 20xx year, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects.

4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

5. Strengthen production skills such as copywriting and meetings; Expand various job skills, such as learning the operation of photoshop and coreldraw software;

6. Further improve self-personality, improve work patience, pay more attention to details, strengthen work responsibility, and cultivate work initiative;

7. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their skills in all aspects, and keep up with the company's progress.

Fortunately, I can join the lovely and excellent team of Greentown Green Bamboo Garden as soon as I graduate from school. The cultural concept of Greentown and the working atmosphere of Housekeeping Department have unconsciously infected and promoted me. Let me learn at work and grow in my study; It also determines the direction of self-effort. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

After continuous efforts, I have successfully completed my work, made new breakthroughs in my work, and greatly improved my work style and efficiency. Now I will summarize the work of this year as follows:

I. Main Work Completed

(1) Pay close attention to safety management and reduce accidents: As a grass-roots cadre, although his skills are limited, he has never relaxed the heavy responsibility of shouldering the safety of employees.

(2) Ensure product quality and improve product quality: I know that as a customer service supervisor, my work directly affects the quality of the workshop and I am responsible for the company. I have been afraid to relax in quality control, and I have never let go of the problems in the production process. I will actively communicate with quality control to solve problems, and at the same time strengthen employees' understanding of the importance of quality, and ask everyone to do self-inspection and mutual inspection to ensure that the same problems do not occur.

(3) Improve team management: Under my enterprising leadership, I have successfully completed various production tasks assigned by the department and turned over production. At the same time, I learned from the previous methods in management, which greatly improved the execution of employees, made employees friendly, United and serious, improved work efficiency and quality, reduced costs and improved technology, and increased the income of our company by tens of thousands of yuan per month. For example, turning waste into treasure.

Second, the problems and solutions in the work

Since its establishment, the company has made great achievements through continuous efforts, but at the same time there are some problems and deficiencies, the following are more prominent:

(1) Team management: For example, the standardized operation and professional technical level of employees need to be improved. Without high-quality employees, there will be no high-quality products. Poor staff management is the fault of the leaders. Therefore, in the future work, it is very important to improve the comprehensive quality of employees and strengthen the training of job skills and professional and technical knowledge.

(2) Quality control: Quality is produced, not detected, and every link and procedure should be carefully grasped according to the target requirements. Although the company has begun to pay attention to quality from top to bottom, there are still many problems in the actual operation process, especially the raw materials and ingredients are very important. For example, the recently produced' An Yida' is the abs board of a new supplier, which has quality problems and brings unnecessary losses to our company. I think to do a good job in quality work, we must grasp the principle of "strictness, detail and practicality". Garbage materials can't be made into fine products, so we should strictly manage them in the future, be cautious and pay close attention to implementation.

(3) Safety production: safety management is not in place, the intensity is not enough, safety training is not in place, and labor insurance supplies are not complete. There are also quality problems, such as: there have been many safety accidents this year, and the experience and lessons have not been summed up in time after one accident to avoid the recurrence of similar incidents and damage the interests of our company. Strengthen safety training in future work, so that every employee can realize the importance of safe production. Thus, it constitutes the goodness of "everyone attaches importance to safety production and everyone participates in safety production".

III. Work Plan for the New Year

The new year means a new starting point, new opportunities and new challenges. On this basis, I must have a new height, make persistent efforts on the original basis, seriously improve my work level and make contributions to the development of our company. I plan to make technical improvements to the functional backboard of our company. Finally, thank you for your help. In the new year, I will make persistent efforts to repay the concern and love of the leaders with excellent work results.

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