Summary of customer service in supermarket

Summary of customer service in supermarket

Lead: Personally, we have established a strengthened risk awareness, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law. Below I have sorted out the summary of supermarket customer service work, welcome to refer to it!

Summary of supermarket customer service 1 time, the footsteps of old people always pass by in such a hurry. It has been 25 days since the trial operation on September 26th to now 10 19. Our service work has both positive aspects and shortcomings. But please believe that with our efforts and exploration, the immature will eventually mature and the imperfect will eventually improve. In order to make better progress, we try to summarize as follows. Of course, personal opinions are inevitably ill-considered. Your valuable comments or suggestions are welcome, and we will be very grateful.

Serving customers and taking customers as the center is not difficult at all, but it is actually a trivial task in practice, which requires great patience and perseverance to complete and do the best. Customers are a huge group. No matter their social status, income, personality, or even whether they choose to spend money, whenever they enter the store, they are the objects we need to serve, and we can't neglect them at all.

Generally speaking, all the colleagues in the customer service department are very serious about their work. At least, they can treat customers sincerely, patiently and carefully like friends. If they really meet that kind of "picky" customer, they can hold their temper, try to explain calmly and try to solve the problem.

I remember that during the National Day, as long as the consumption in the supermarket reaches a certain amount, there will be gifts, and according to the different consumption amount, there will be different differences in gifts. One afternoon, an elderly customer finished spending and took a small ticket to the service desk to collect gifts. Unfortunately, the gift money has been paid, and it can't be cashed. Although colleagues tried to explain, the customer still insisted on tearing the shopping receipt into powder on the spot and threatened that our supermarket was a liar and would never spend here again. Facing the customer's difficulties, everyone in the customer service department felt wronged while laughing internally, but we still didn't say a word, just quietly watched the customer leave and then continued our work. I don't know if this is appropriate, but at least we didn't escalate the contradiction and didn't affect the normal business of the supermarket.

After 25 days of work practice, let's talk about some shortcomings we have done.

First: the concept of time. In the process of work, whether eating or going to the toilet, we should pay more attention to the concept of time, not let ourselves go, and maintain a reasonable frequency and duration;

Second: work etiquette. Although everyone has well implemented the three-meter smile principle, when facing customers, we can say some reception terms such as: hello, welcome, please walk slowly and so on. I think being a customer will be much more comfortable psychologically!

Third: sum up experience. In the face of work, everyone will have their own ideas. If we can increase communication and brainstorm, I wonder if it will make us do better?

Fourth: be brave in innovation. In our work, we should play our subjective initiative more actively. If we have any good suggestions, we should speak out bravely. Let's discuss whether it has practical value. If there is, a higher level will definitely make our work smooth.

These are just some ideas at present. Personally, I still feel a little immature, but everything is difficult at the beginning. I believe that as long as we carefully observe, we will find large and small problems in our work, and we will definitely improve them with the most positive attitude, so as to better serve our customers and contribute to the development and growth of Rongchang.

Summary of supermarket customer service 2 20xx is coming to an end. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service.

Since the beginning of this year, the company's manager's office has continued to pay equal attention to business development and housekeeping management, realized the management mode of * * *, led all the customer service staff to forge ahead in unity, and made certain achievements in customer service management, which fundamentally improved the customer service level. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects.

First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.

1, mainly from the "internal quality, external image", through paying close attention to the quality of personnel in various positions of the company, further improve customer satisfaction and establish a good external image of the company.

An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has made great efforts to improve the system, and continuously increased the service assessment by strengthening the implementation of the system to further improve the comprehensive quality of customer service personnel.

In view of the nonstandard service etiquette of some tellers in our company, the customer service department of our company pays great attention to the service norms of all customer service personnel, and has done some intensive training for customer service personnel from the aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.

In June, 20xx, the Head Office held a national qualification examination for counter personnel, and all the staff of our department took part in it. Nine people passed the examination, with a certificate-holding rate of 70%. The national systematic examination for counter personnel has strengthened the professional knowledge learning of customer service personnel and improved the service quality of customer service departments.

Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.

In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.

Third, service-oriented, promote sales, and combine daily business processing with service work.

According to the document spirit of the parent company, our company has launched the "1+N" service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities.

In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan.

Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.

Four, starting from the service itself, "all for customers", and constantly innovate the service content.

1, actively cooperate with branches to do VIP customer work. In order to further build the company's VIP customer service system and provide value-added services for VIP customers, the branch launched preferential service activities for VIP customers in the whole region. Through the development of this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.

2. The company's claims department has made the "door-to-door delivery of claims" work more detailed and updated, actively paved the way for the expansion of student insurance business, and continued to pay attention to some more influential cases in society, which truly reflected the company's humanized claims service.

Summary of supermarket customer service work at the end of the year, the busy year is about to pass, and new challenges are just around the corner. Looking back, in the big family of supermarket, I got more exercise, learned more knowledge, made more friends and accumulated more experience. Of course, I found my own shortcomings through many profound lessons. This year is a whole year, and my growth comes from the big family of supermarkets. It is my bounden duty to do my best for the better development of the supermarket next year.

My work is summarized as follows:

First, the market construction stage

After the Spring Festival in 2008, I was still responsible for the operation of the market building. With the cooperation of manager Zhai, I have experienced some challenging problems, such as the difficulties in the operation of merchants in the off-season after the holiday, the difficulty in collecting rent, and the large number of staff entrusted by seasonal reasons. By solving these problems, I quickly improved my understanding of the clothing retail market, market environment and employee management in our city. Through the contact with the mediation work of various merchants, the coordination ability has been further exercised. In order to adapt to the changing situation and cooperate with the overall planning of the company, the market layout has been adjusted.

In January, the supermarket began to conceive of opening in January, and I devoted myself to the preparatory work, including personnel recruitment, business training, shelf installation and daily operation and maintenance. With the care of the boss, the support of all parties in the company and the guidance of General Manager Liu and Manager Li, the supermarket has been successfully developed and transformed, and my latest business knowledge of the supermarket has been systematically strengthened.

When I was in charge of the market, I tried to maintain the normal operation of various business activities without any unexpected events. However, it is a fact that the overall potential of the market has not been fully utilized to produce benefits. Although the development of the market is restricted by the immature objective environment in all aspects, it is a great responsibility that the market is not fully utilized. This also shows the limitations of their own ability, which is the most profound experience gained in market work. At the same time, I experienced various difficulties and pressures in the market, which greatly improved my psychological quality. In the face of great difficulties and pressures, I will not shrink back and escape, and I can face the solution calmly. This is my biggest gain in the market.

Second, the supermarket work stage

In May, due to work needs, he was transferred to the supermarket as the store manager and non-food manager. Strengthening commodity management and personnel on-site management at work to achieve performance improvement is the center of all work.

Although I joined the big family of supermarkets from the beginning of business, I am familiar with the staff of supermarkets, but the specific work is still different. In order to enter the role and take responsibility as soon as possible, on the one hand, I strengthened the study of professional knowledge, actively read books and articles, and humbly asked Liu for advice.

On the one hand, strengthen communication to understand the actual situation, communicate with the heads of food, receiving, cashier and other related departments, and have in-depth exchanges with Wen Juan, the non-food team leader. In a short time, I established a harmonious working relationship with the relevant supervisors and assumed the responsibility of the store duty manager. Conduct rectification training for non-food personnel with the head of the cabinet, and adjust the planning and display of goods. Through the joint efforts of non-food employees, our sales have increased substantially.

After Wen Juan was promoted to non-food procurement, I became the team leader of non-food products. I settled down and started from scratch. Strict requirements for hygiene, display, warehouse and receiving goods start from every detail, which changes the atmosphere of non-food stores. Contact with employees more, on the basis of strict requirements, give employees more ideological exchanges and business training, so that employees' mental outlook has changed and their enthusiasm and autonomy have been brought into play. With the care and support of all departments in the company, Qi Xin, all employees, made concerted efforts, and the non-food progress was recognized by the company.

The manager on duty is responsible for coordinating the work of various departments, maintaining the normal operation of the whole store and handling emergencies. In this position, based on the overall control of the overall situation, he made full use of this platform to improve his organization, coordination and business level in an all-round way while working, so as to deeply understand the cashier, customer service, receiving goods, loss prevention, fire fighting and other links, find problems, reduce loopholes, and become a well-known store manager.

Third, personnel management training.

As a supervisor, the management of employees is a compulsory course, which is very difficult. Everyone's experience and personality are different. How to make the employees of this department work hard in one place is not as simple as lip service. Through the study of relevant professional theoretical knowledge and the application in practical work, great efforts have been made in personnel management. Follow strict and caring methods.

First of all, I really care about and respect employees psychologically, I really think about employees, and I really hope employees can make progress. On this basis, we should carry out targeted ideological communication and business training for employees, solve employees' thoughts, set clear development goals, and really stimulate employees' initiative and enthusiasm, and then let employees know how to do it and how to do it better through business training. In the management of work, we should always be strict. As long as we make mistakes in principle, we will never condone them. In this way, employees can be motivated from the inside and play a role from the outside.

However, people are constantly changing and developing, and the management of personnel will also change and develop accordingly. This requires keeping a clear head, constantly learning and improving, and giving full play to the team's full potential.

Training employees is also an important task for supervisors. From the first market 100 employees to the supermarket 100 employees, and then to 1 month, the training of more than 6 employees in Class B of the supermarket 100 employees, through repeated training and exchanges, I have initially formed a systematic training content for employees in terms of concepts, commodity knowledge, sales psychology and skills, and discipline. It has been recognized by employees and achieved certain results.

Fourth, the study of professional knowledge and the improvement of market control ability.

The development trend of supermarket retail industry is unstoppable, but the retail industry is facing opportunities and challenges. I am lucky to be able to participate in the most developed industry in this era, so I must seize the opportunity and work hard. Learning, learning, and learning again are constant tasks in work and spare time.

On the one hand, the basic skills of supermarket management, commodity display, reasonable inventory, adjustment of seasonal commodities, choice of express commodities, and connection of various links in operation, I really digested the required knowledge from the theory in books to the practice in daily work and then applied it to my work.

On the other hand, through various information media to understand the latest market information, industry trends, and listen to relevant professional training, so that their overall thinking is clearer, they can look at market changes from a higher angle and put forward their own strategic suggestions to the company's decision-making level.

Shortage of verb (abbreviation of verb) and the thinking of next year's work

As the saying goes, Rome was not built in a day. I've only been in the retail industry for one year, and I've been working in supermarkets for nearly half a year, so I know so much about the market and supermarket retail. Through calm introspection, I still have many shortcomings. On the whole, it is not comfortable enough to operate because of the short time involved in the operation. It is also reflected in the following aspects: First, the choice and control of commodities need to be strengthened, and the understanding of food commodities is relatively weak due to different division of labor. Secondly, the analysis and prediction of the market is not accurate enough, which is because of lack of experience.

Facing the opportunities and challenges of next year, I will take up my responsibilities in a pragmatic manner, strengthen theoretical business study, be brave in practice, improve my business level and management level in an all-round way, and devote all my energy to the development of the company.

In short, in the new year, I will devote myself to the supermarket business even harder, repay the company with the benefits of development and realize my life value.

Summary of supermarket customer service work at the end of the year, the busy year is about to pass, and new challenges are just around the corner. Looking back, in the big family of supermarket, I got more exercise, learned more knowledge, made more friends and accumulated more experience. Of course, I found my own shortcomings through many profound lessons. This year is a whole year, and my growth comes from the big family of supermarkets. It is my bounden duty to do my best for the better development of the supermarket next year. Now I will summarize my work in 20xx as follows:

1. Actively learn business knowledge.

After this year's job transfer, I became more familiar with the function and price of each commodity in department stores, and took the initiative to ask the manager and team leader to improve my business ability and do a better job. At the same time, seriously participate in the training organized by the supermarket, get a deep understanding, and truly digest and apply the required knowledge to the work.

2. Correct attitude, work hard and do a good job actively.

When I first transferred to the daily chemical group this year, everything was new and strange to me. A lot of things need to be taught by old employees, and I think there is too much to learn. So I carefully observe what they do and study patiently, from the display of goods to the replenishment of out-of-stock goods; From commodity promotion to new product development ... learn bit by bit and remember bit by bit. After more than half a year's work, I got exercise, and my daily work became more and more handy.

My work is really successful in details, so I must be careful. So I carefully understand the function and price of each product, check the production date of the product at any time, know the market information of similar products in time, and report to the leader ... I always insist that what I do must be done well. I am passionate about my work, caring for my colleagues, infecting people around me with positive actions and driving people around me. This is what I felt in 00 supermarket, and I hope I can do it seriously. In daily work, I am serious and responsible for my work, have a correct attitude, be proactive, do more things, talk less and do more, do what I say, be enthusiastic and positive to my customers, and be rigorous and meticulous to my work team. Actively be good at communication and coordination with colleagues, handle the relationship with colleagues, unite and cooperate, and jointly complete various tasks. Pay attention to your own shortcomings in your work and actively correct them.

3. Seriously participate in various activities organized by the supermarket.

The supermarket is busy and the task is heavy. I worked hard to overcome all kinds of difficulties, coordinated my time, and actively participated in various activities such as knowledge contests and dance competitions, and achieved good results in all activities.

20xx years of work will further strengthen and improve their work, and better complete their work.

1, strictly abide by the management system of Xinle Supermarket, never be late, leave early, be absent from work, be full of energy, be upright and behave generously, wear the service badge according to the regulations, strictly abide by the management system of Xinle, and work hard actively.

2, further correct work attitude, consciously complete the job can obey the arrangement of the manager, team leader, don't talk about objective conditions, not slacking, can communicate with the leadership in time if there is a problem. Respect comrades, be helpful, and strive to create a harmonious working environment. All work can focus on the overall situation and overall interests, resolutely implement the principle that individual interests are subordinate to collective interests, and work hard.

3. Strive to improve business ability, further actively participate in the training organized by the supermarket, study hard, carefully understand the function and price of each commodity, be more familiar with products, and improve service quality. I don't know how to ask the manager and the team leader, and strive to make my business ability go up a step and do my work better.

4. unite colleagues and help each other. I have always insisted on doing one thing and doing it well. I am passionate about my work and care about my colleagues. Supermarket is a big family. I will take the initiative to deal with colleagues, infect people around me with positive actions, drive people around me, do a good job together, and make due contributions to the development of supermarkets!

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