Customer service personal annual work summary model article 4

There are many kinds of customer service, and there are many customers around us. Friend, what have you gained from a year's work? The following are four essays on the annual work summary of personal customer service, which I have carefully compiled for your reference only. Welcome to read them, I hope it will help you.

Personal customer service annual work summary model essay 4 I have been a xxx customer service staff for one year. This year, there were pains and tiredness, laughter and emotion. There are gains and doubts, maturity and continuous exploration of the future of customer service.

Over the past year, my progress has been straight up, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the assessment of xxx, I was rated as an excellent customer representative every month. In 20xx, he was sent to xx as an outstanding representative for affinity training, and in 20xx, he was arranged to exchange and study in xxx. During this period, my suggestion was adopted by the leaders many times. Because of his outstanding achievements, he was rated as an excellent employee in 20xx. I have a wide interest in entertainment. Love writing. It was adopted as a valuable advertisement in the "xx product advertisement solicitation" held last month. In xx this year, I organized members to create performance programs on May 4th Youth Day, which won unanimous praise from everyone.

When doing customer service, people say, "this is a thankless thing." Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable, unreasonable, and dialed the wrong number ... At first, the mood of every day will change with what they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value.

When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time.

However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and won the title of "excellent operator", which was recognized and praised by everyone.

I remember receiving a phone call from a customer one night, saying that his xx had been robbed and he had to stop immediately, but he couldn't report his lover's ID number, which was euphemistically rejected by the operator and told that he could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present?

It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. When I used such heavy words as "I swear by my personality" in my client's words, I immediately said, "Sir, I believe you …" I wrote down his personal ID number in detail and told him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes can not be accomplished by saying "Sir, I can understand your feelings", but by having a sense of responsibility and being good at analyzing, processing, judging and executing, so as to truly realize our wishes for customers and enhance our company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.

To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Knowing the psychology of customers makes me understand from experience that "I'm sorry" and "I'm really sorry" are less likely to arouse customers' resentment than "Sir, I'm sorry". The sentence "We will transfer to the business department, or we will transfer to the xx department to help you handle it" is more acceptable than "We will transfer to the relevant department to help you handle it", and users will feel that it is not perfunctory.

I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.

Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to be a xx operator engaged in customer service and challenge my life.

Personal Customer Service Annual Work Summary Fan Wen 4 Time flies, time flies, in a blink of an eye, I have been a customer service for almost a year. There have been joys and sorrows, successes and failures this year. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.

The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.

Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.

When making the goods in/out report, we should pay attention to the following points:

First of all, we should find the customer service headquarters receipt, xx invoice, inventory department invoice, xx computer customer service maintenance list, sales warranty list and other corresponding documents. Carefully check whether the file information is consistent with the data information recorded during your own inventory. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.

Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers, so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.

Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write down your name and date, and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check.

Fourth, it should be noted that you should take the corresponding account books on the goods warehousing report, customer service maintenance sheet, sales warranty sheet and other documents immediately after transmission. Our company has five spare parts account books, which are good and bad parts inventory account, spare parts current account, bad parts account, bad parts account and in-transit account. In addition, the spare parts sent to you by the headquarters are not charged or you have not received the spare parts sent by the headquarters, so you should pay special attention to the account. But keep this clip. When you receive the spare parts and xx shipping documents from the head office, you should pay immediately. When you receive the goods from the service station, you should pay attention to:

First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.

Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.

Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.

Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.

Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to accept customer consultation and machine inquiry in our daily work. Be sure to ensure its accuracy, timeliness and consistency.

Gas station application for spare parts distribution and safety precautions;

First, the customer service of the branch must take good care of the remaining amount of its own inventory, apply for spare parts in time, and ensure that the commonly used spare parts are sufficient in case there is no spare parts distribution when the service station is in urgent need.

Second, the customer service of the branch company counts the physical objects at least within one week, and keeps reconciliation with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.

Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.

Fourth, the branch customer service should not only pay attention to the company's property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work. Precautions about exception handling: Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and providing caring services to users.

There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.

In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, and whether you can do it well or not, you should try your best to do it. It is not only a test of one's own ability, but also an increasing confidence.

Personal customer service annual work summary Fan Wen 4 has been fleeting for three times, and I have been in the company for half a year before I know it. The busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. 10 handled the highest handover data in our group, with more than 9,800 handover data handled in the month of Double Eleven. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will summarize my work experience this year as follows:

First of all, create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.

Second, learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also an excellent platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, let customers feel that we attach great importance to her opinions, and we are also trying to meet her requirements, so that customers can have an excellent shopping experience and bring more potential business opportunities.

Three, familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

Fourth, finish your job effectively.

Xx is one of our communication tools with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will also take the time to understand the rules of the activity, so that I can be sure.

The company also organized various trainings. In my spare time in the middle of the year, I applied for a pre-sales position to study. Although the charging time is not long, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In the new year, I will learn from the past and take the initiative to participate in the company's training, but with the guidance and care of the leaders, I am confident to do better.

Personal Customer Service Annual Work Summary Model essay 4 In a blink of an eye, 20xx years have passed and ushered in a brand-new 20xx year. The experience in xx pharmaceutical company in the past year has been more rewarding. Looking back on xx, I just entered the company and still don't know much about all aspects. This year, I have achievements, failures, happiness and helplessness, but after all this, I finally got something. Working in the company has also improved me a lot, both in terms of conditions and individuals. Through running-in this year, I have a clear goal for my future development. Xx is an extraordinary year. Now this extraordinary year has passed. I also want to sum up myself. The end of the summary means a new beginning.

I. Achievements and Shortcomings of Customer Service in 20xx Year

1, just entered the company in 20xx, and the company carried out a brand-new reform on the customer service model. The company changed passive marketing into active marketing, taking customer service as the center and sprinting for XX. Build a brand-new service center. Before I entered the company, my first task was to establish a perfect service center. One month after I joined the company, I set up a company in strict accordance with company regulations. Xx is also the first qualified service center.

There are also many difficulties in the process of establishing a service center. Because I am not familiar with the city of xx, the work progress is a bit slow. I also missed the information I bought. But I know the importance of the service center. Poor service center construction will affect future work. The choice of location is also very cautious. It is because of my work attitude that I have been stable in the old service center. Of course, when I built the second service center, I also had some shortcomings, because I was not careful about the details of my relaxation requirements, which led to the failure of the second service center in 20xx. Here I also realize that the detail lies in the quality, that is, I relaxed a little when I set up the second service center. But the result is completely different.

2. Staffing. The recruitment of service center personnel is a key point. The staff of the service center directly affects the sales of the service center. Although we are a treatment institution, we should not only have good professional skills, but also have good communication skills in the selection of personnel. And a responsible attitude. It is not difficult for me to recruit employees in XX. At first, many people didn't understand our working methods. I also have many concerns about the company. I also successfully recruited excellent employees through long-term recruitment, such as xx, xx, xx. But I walked a lot, which worried me for a while. The newly trained employees will leave immediately. Maybe I didn't take care of many places at work. The intangible losses caused to the company. It shows that my management also has great problems. It also made me understand that the iron battalion is a mobile soldier. Only by strengthening their own abilities. In order to bring more good employees to the company.

3, 20xx years, because just joined the job, employees just came in. Professional knowledge is also very scarce. Although the company organized a large-scale training within one year, it was too slow to absorb new recruits, and it was groping while working and learning. This has also led to many treatment mistakes for patients. It also caused many obstacles to work. I also find that my own knowledge is very lacking.

During this year, I made an in-depth study of my major. Speed up your study. Consolidate the foundation of 20xx years and influence the learning enthusiasm of employees through self-study. As long as we pay, there will be returns. We treated dozens of patients throughout the year. Get the patient's approval. There are not only professional studies. We should also learn patient management and communication. There is also research on promotional activities. Xx year is a year for our XX employees to study. A perfect year for the service center. This year has passed. This year's service center has become a clenched fist with great strength.

4, promotional activities, why do I list promotions separately, because this year. Promotional activities bring us too much joy and hard work. Carry out reform in the company. The implementation of brand-new sales model. When the patient leaves the service center, find the patient actively. What we do is to face too many challenges. When we stand on the road, in the shopping mall, at the station, in front of the drugstore. Facing the crowd in the past, we have a strange vision for our life in the noisy city. Only a group of people like us finally changed people's understanding of us. From strangeness to awe, from awe to worship. People can't be serious. I was shocked by it like never before. It is also through their own efforts to prove themselves.

Two. Achievements and shortcomings of commercial work in 20xx years

1, the commercial terminal of XX, xx, I have the most contact with xx. This is also my main task. An enterprise is our foundation and the communication between people. Long-term work. The terminal is a work that our products directly translate into performance. Terminal is the most basic and important link, and the quality of a terminal directly leads to whether you can stand in this market. Now I also realize the importance of the terminal. While building a service center, I also actively visited various pharmacies. Establish a terminal information table, understand each pharmacy and investigate each pharmacy's attitude towards our products.

Through a series of work. I learned a lot of questions. A lot of it is about the distribution of gifts. Many pharmacies are reluctant to buy our products. Some of them are resistant. Extremely bad attitude, no service center for a long time. Many patients can't get all-round treatment after buying medicine. Many people question the efficacy of bright nails, and many pharmacies can't sell them. Plus fake, imitation bright nail. The impact on the market is quite serious. To tell the truth, after I learned these things, my heart was shaken. But I believe that as long as you do it yourself, there will always be some gains, and the pay and return must be proportional.

During this year, I kept visiting various pharmacies and bought gifts with my own money. Make friends with them sincerely. After this year's efforts, many pharmacies have recognized it. The price maintenance is also very good, and the card laying is in full swing. Of course, these are not enough. I paid a heavy price for several commercial inspections. I need to study, and I am further improving everything.

2. Development of commercial units. I talked about the four divisions of XX. They are Weimin Medicine, Shuanghe Medicine, Kanger Medicine and Tongan Medicine. The negotiations of these pharmaceutical companies have also hit a wall, mostly because of the supply price, which makes my price negotiation extremely difficult. And the control of supply has also caused great obstacles to me. What I hear most is "We can get the goods without you anyway". Maybe it's my own unfamiliarity and ignorance in all aspects that makes me don't know what to say. This is also my weakest aspect.

Three. 20xx year plan

1, 20xx, I think, is a year of bumper harvest in xx, because the seeds of 20xx have been planted and watered. Of course, there must be improvement, because the company's policies are changing. I can't measure this year by the standard of XX years. There must be breakthroughs and innovations. The plan I set for myself this year, first of all, I want to improve the terminal, and the terminal is definitely the top priority. If you want to make a breakthrough, you must start with the terminal. Because I think only the terminal can determine the development of business and customer service, and it is also the most basic work.

2. For the development of commercial companies, 20xx needs to increase commercial units to ensure commercial repayment.

3, the construction of service center, from the new site to the second service center, earnestly.

4. The staff of the service center learn and improve their self-awareness, thus improving the cure rate of the service center. Ensure the benign development of word of mouth.

5. Promotion activities should continue and have higher requirements to reflect its value.

As far as my summary of the whole year is concerned, there are many details that may not be written. But summing up means improving, starting from a new beginning, and having a new understanding of what you should do next and what you have done badly and inadequately. I hope the leader will criticize you severely and spur you. By the way, I wish Loctite employees a happy New Year and smooth work.

I recommend it carefully.