Personal after-sales service summary report: 5 articles

# Report # Introduction A summary report can improve our written expression ability, so we should review well and write a summary report. The following is a personal after-sales service summary report, welcome to read!

1. Personal summary report of after-sales service Part I

Time flies, and 20xx years have passed in an instant. This year is a tense year, a full year and a mixed year. There are both SARS raging and companies going public. Looking back on this year, Qi Xin, the boss of Jinzheng Company, made concerted efforts to overcome various difficulties and finally ushered in the listing of the company, which made the company have a qualitative leap. This is something that every gold witness should be proud of. For the pride and pride of the company's listing, but also for us to overcome various difficulties and stand the test. At the beginning of the year, Hantang Securities put forward the demand of centralized trading, and realized the centralized trading of three business departments in Beijing. The company assigned me to be responsible for the implementation of this project. At that time, there was no centralized transaction, let alone experience. At that time, we could only explore the experience while implementing it. Running back and forth between the three business departments, building a test environment, testing carefully, finding problems and solving problems in the test. After more than a month, the system finally went online smoothly. In this project, I learned a lot and accumulated a lot of experience. After laying the foundation for the centralized trading in the future, I was responsible for the centralized trading of Zhongguancun Securities B shares. Because I have done several similar projects before, I am quite handy. It took two weeks, and more than a dozen business departments were all online, and the system was running normally.

The year before last, the company realized that the version of our counter software was not uniform, which brought great trouble to the upgrade and maintenance. The Head Office decided to unify the counter version. I was responsible for the annual inspection and upgrade of Dufuwai Sales Department, CITIC Baijiazhuang Sales Department and Jin Xin Beijing Sales Department. * * Together with other colleagues, I completed the unification of the software versions of Beijing counters.

Due to the demand of brokers, the company launched KB32 counter software system for regional concentrated products in time. In March, he was responsible for the regional concentration of Hantang Securities. As the software has just been launched, there are still some problems. Therefore, the amount of maintenance during this period is relatively large. At the end of April, our company signed many orders, and the headquarters was short of engineers. I was sent to the headquarters to do regional centralized projects. I am mainly responsible for the regional centralized projects of Hantang Securities. It has successively completed the regional concentration of Hantang Nanjing Sales Department, Hantang Bengbu Sales Department, Hantang Zhanjiang Sales Department (two sales departments and four service departments), Hantang Maoming Sales Department and Hantang Foshan Sales Department. Careful work made the system go online smoothly without any problems, and it was also recognized by Hantang Securities Headquarters. In August, he was transferred back to Beijing, responsible for daily maintenance, remaining number installation, lottery inheritance and so on. In September, Galaxy Securities also began to do regional concentration. Upgrade the sales department of Yinhe Tianjin Shijiazhuang to KB32 first. Then implement the regional concentration of three business departments in Beijing (Yinhe Beijing Yuetan Business Department, Yinhe Beijing Tiantan Business Department and Yinhe Beijing Xizhimen Business Department). After completing the regional concentration of Yinhe Beijing, the company sent me to Tianjin to implement the regional concentration of three business departments in Tianjin (Yinhe Tianjin Yunjing Business Department, Yinhe Tianjin Dalian Road Business Department and Yinhe Heilongjiang Road Business Department). By the end of1February, all projects were successfully completed.

In the past year, some progress has been made in all aspects. I gained a lot of experience by doing engineering and after-sales service at ordinary times. The securities industry is very real-time, and it needs to find problems in time and accurately. In the engineering and maintenance, the customer's problems were basically solved in time. In the process of engineering and after-sales maintenance, we have maintained a strong sense of responsibility, serious and cautious working attitude and good mentality. Can complete the tasks assigned by the company on time with a small number of personnel and a large number. According to the company's requirements, we can keep the mobile phone on for 24 hours, and we can provide customers with telephone maintenance or on-site maintenance services during working hours or breaks. We get along well with our customers and get their approval. Have a strong team spirit and assist other colleagues to complete some engineering projects. There are still some shortcomings in the work, and the ability to analyze and solve emergencies and the level of procedures need to be improved. In the future, we will continue to strengthen our study, improve our technical and business level, better serve our customers, strive for greater progress and make greater contributions to the company. Looking back on the past, looking forward to the present and looking forward to the future, I believe that through the unremitting efforts of all our gold witnesses, the future of the gold certificate will be even better.

2. Personal summary report of after-sales service Part II

In the past year, I mainly engaged in after-sales business. With the correct leadership and care support of company leaders and colleagues, I work hard with a positive working attitude and enthusiastic service spirit. However, there are still some shortcomings. I sum up my work and personal feelings in the past year, hoping to help my future work. 1. If you want to do a good job, you must take the initiative to go deep into it and experience the psychology of customers and the dynamics of the industry.

2. You need to actively master relevant work skills and skills, and flexibly apply them to specific work.

3. Make a personal work plan before starting work, make reasonable arrangements and finish the work in time to ensure high work efficiency. In the work, any minor mistake may lead to the failure of the whole work. So we should pay attention to every link and do it meticulously. Learn to record everything, every important link, and provide materials and basis for future study and review. A new year, a new starting point, I hope I can improve myself better.

(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer customers. Strive to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that must be observed when interacting with people, including sitting posture, standing posture, tone of voice, eyes, answering customer questions, etc.

(3) Strengthen communication with all departments of the company. Knowing the development of the company and the work content of each department, with these knowledge reserves, on the one hand, we can answer customers' questions in time and convey information accurately. If you have a phone number, you need to simply answer the customer's questions within your power, and you can seize the appropriate opportunity to promote the company.

(4) Strive to create a good prospect environment. To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

It is necessary for every after-sales person to keep a good attitude. No matter whether the customer's attitude is good or bad, we should insist on serving customers with good working attitude and sincere communication. Restricting the protection of customers' interests is an important part of improving the core competitiveness of our products, thus establishing the company image and promoting customers' satisfaction and loyalty to the company's products. In view of the above problems, we should strengthen the study of professional skills and strive for greater progress in future work. At the same time, we should strengthen the application of the management knowledge we have learned in our work, give full play to the strength of the team, and make our work by going up one flight of stairs.

3. The third part of the personal summary report of after-sales service

In 20xx, the company established the after-sales service department, which greatly improved the company's after-sales service and increased customer satisfaction. These achievements, first of all, thank the company leaders for their correct leadership and help; Secondly, I want to thank my colleagues for their strong support. Finally, I would like to thank all the staff of Qixin in the after-sales service department for their unremitting efforts. As the person in charge of the after-sales service department, I summarize the work of the after-sales service department as follows: 1. Try to do all the work well.

As the after-sales service department, I am mainly responsible for the after-sales maintenance of the company's equipment, the installation and debugging training of the equipment, and the pre-sales demonstration of the equipment. After-sales service department, carefully solve each customer's maintenance application, carefully install and debug each equipment, carefully explain the operation method of the equipment to each customer, carefully answer the problems encountered by each customer, and carefully demonstrate every function of the equipment to customers; Every employee in the after-sales service department cooperates with Qixin Qi Xin to provide good customer service and continuously improve customers' satisfaction and loyalty to the company.

Second, learn while doing, learn while doing, and constantly improve your working ability.

The after-sales service department includes several employees such as xx, xx and xx, and each employee carries forward the spirit of not being afraid of hardships and being diligent in learning; Strive to do your responsible work well, do a good job in middle school and study at the same time, and constantly improve your working ability and efficiency. Xx is mainly responsible for the after-sales service of xx, which makes the after-sales work of xx orderly and greatly improves customer satisfaction. At the same time, after-sales, equipment installation and debugging, and equipment demonstrations in other places have also been done with due diligence; Xx is mainly responsible for after-sales work in Jiangsu and other places. As a new employee who hasn't been employed for a long time, he has grown rapidly in 20xx years, quietly arranged every job, constantly summarized and studied in his post, and improved his ability to solve problems. As a resident of xx recruited by the company, xx has been trained in the company for a week, with strong acceptance, good at summing up while doing, constantly improving his skills, and making xx's after-sales work satisfy customers.

Third, shortcomings

The after-sales service department is understaffed, resulting in some maintenance and timely customer complaints; After-sales personnel lack regular training and can't keep abreast of the company's new technologies, methods and products; There is too little experience exchange between after-sales personnel to share work experience and experience in time; Customer return visit is not really implemented; Customer's maintenance application is not recorded and processed in time; After-sales summary and data arrangement are not timely and perfect.

Fourth, improvement measures.

1. After-sales service should get enough attention and support from company leaders; Market is the lifeline of a company, but after-sales service is an important factor to determine whether this lifeline can survive.

2. Increase the staff of the company's after-sales service department; The after-sales department needs a clerk who is responsible for answering and recording after-sales service calls. During working hours, all incoming after-sales calls should be answered and recorded in detail. After-sales clerks should call customers regularly to keep abreast of their equipment usage and suggestions on products, and make detailed records. After-sales clerks should register and sort out the returned after-sales maintenance orders. In view of the company's several fixed business provinces, it is necessary to fix an after-sales maintenance personnel to be responsible for the customer service work in the province for a long time, such as XX; In addition, the company should ensure that after-sales technicians are in place, register the after-sales clerk for repair in time, know the situation by telephone, and arrange the corresponding responsible person for timely maintenance. Technicians should maintain and return the equipment returned to the company in time.

3. Organize regular after-sales personnel training to master new technologies and new products in time; At the same time, strengthen the communication and experience exchange of after-sales personnel.

4. Personal summary report of after-sales service Article 4

I have been working in the company's after-sales service department for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed various tasks arranged by leaders, and my business level and working ability were also improved. Now, I will report my work in the past year, my experience and my future efforts are as follows: 1. Establish the concept of the overall situation and do a good job.

I think the overall situation of after-sales service is to "establish a corporate image and make customers satisfied and loyal to the company's products." Restricting the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation of the product in the process of use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:

1. With the cooperation of the leaders and colleagues of the after-sales service department and branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, realizing the timeliness of service contact and coordination.

2. With the active cooperation of the after-sales service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales service files were improved.

3. Under the guidance of the leaders of the after-sales service department and the active cooperation of colleagues in various departments, the monthly after-sales service report was drafted and a smooth information platform was established.

4. Analyze and summarize the monthly report of after-sales product quality, report it to department leaders and quality control departments, deal with customer problems in time, improve product performance and improve product quality.

5. Provide technical support for after-sales personnel of each branch and solve customer problems.

6. Seriously complete other tasks assigned by the leaders.

Second, be good at professional skills and be diligent in on-site observation.

The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but also consider problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I actively study and participate in the debugging of new products to improve my professional skills. During the company's third customer training course, I studied with customers and after-sales service personnel of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.

Third, being good at communication is better than assisting coordination.

After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operations, and not all operations are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.

In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.

Fourth, improve the shortcomings and look forward to the future.

I worked in the after-sales service department for one year, and did some work, learned a lot of knowledge and improved a lot of abilities. There are still many shortcomings and problems that need to be studied and improved:

1, new technologies and new products are not mastered enough, so it is necessary to strengthen theoretical and practical study and participate in the engineering site more.

2. Go to the after-sales service site to understand the customer's needs, fundamentally solve the customer's problems, and further improve the after-sales service files.

3. Cooperate with the leaders of after-sales service department to strengthen the professional skills training of after-sales service personnel in each branch.

4. The consciousness of work innovation is not strong, so we need to study more and go to the after-sales service site to improve our working ability.

In my future work, I will carry forward my advantages, overcome my shortcomings, and do all the work well with a down-to-earth and conscientious spirit.

5. Chapter V of Personal Summary Report of After-sales Service

After-sales service is paid or unpaid training, product debugging, problem consultation, customer return visit, product maintenance and upgrade services provided by manufacturers. The evaluation standard of service quality is user satisfaction, so user satisfaction is an important standard to measure the quality of after-sales service. First of all, we must clarify the important benefits of after-sales service.

1. After-sales service is the last process of marketing and the beginning of re-marketing. This is a long process. Everyone should establish the concept that after a product is sold, if the service is not completed, then it can be said that the sales are not completed. Once the after-sales service is done well, it means the beginning of the next marketing step. As the saying goes, "A good beginning is half the battle" is the beginning of a virtuous circle. Sales volume is large, and the workload of after-sales service is also large.

2. After-sales service can further enhance the feelings with users and lay the foundation for further cooperation. A good after-sales service personnel can always leave a good impression on users, establish good relations with different types of users, and even become friends. In fact, good after-sales service has increased the success factor for the next cooperation. Of course, this requires a solid technical foundation, good professional ethics and service skills.

3. After-sales service is an advertisement, which is the key link to win the reputation of the company's manufacturers. It is often said that Haier's products are expensive, but the service is good and the service is not guaranteed. The law of the current market has proved that the accumulation of corporate reputation largely comes from after-sales service.

4. The process of after-sales service is also the process of service personnel accumulating experience, improving skills and increasing talents. In an ordinary maintenance department, you may never see so many high-end refrigerators. But in after-sales service, we can often learn from the latest products and high-grade products. Learn how to use these high-end appliances, and have the opportunity to learn the use and maintenance skills of these refrigerators.

Second, the skills of after-sales service

1, seize the main service object. When doing sales, we often say that we can handle a person, that is, the person who makes the final decision. The same is true for after-sales service. Even if your service is approved by all users, the person in charge of the user can deny you everything with a word "no", so you must get the approval of the main person in charge of the user's office before you can leave after you complete the service.

Don't despise everyone in the user's office. Everyone at the user's office is very important. It is also a big mistake to care only about personal feelings and ignore the demands of others. When other people's requirements conflict with the person in charge, you should take pains to give a reasonable explanation in order to get others' understanding.

3. Grasp the main problems to be solved. Before you do the service, you must know what your main problem is and determine the cause of the failure quickly and accurately. Because, you can't always be with users, you have time to restrain you. You must solve the main problem first. If the accessories are not neat and can't be solved, try to prove and explain the situation to the user and make an appointment.

4. Don't say anything too absolute. There is no absolute thing in the world, so you should not say "absolutely no problem" or "absolutely impossible" easily; You can remain silent for a long time. If you have to say it, you can say "generally no problem", "yes", "please contact us in time if you have any questions, and we will bring you satisfactory service" and "it should be like this under normal circumstances"

5. Behave, talk and dress appropriately to show the company's cultural heritage. "A drop of water can reflect a sun" technical service personnel For users, your words and deeds represent the image of the manufacturer, and you must not casually. Everything you say and do may cause users to change planes and quit planes, and develop good professional habits. All hands-off, carelessness, unnecessary quarrels and so on should be paid attention to by after-sales service personnel.

Third, the key to after-sales service.

1. Grasp the time: In order to improve service efficiency and customer satisfaction rate, we must grasp the time agreed with users and come to the door on time.

2, simple and neat, simple and simple: no one likes nagging people, and after-sales service is the same. If you always make endless demands, you may even find fault or hesitate. This will not only affect efficiency, but also leave a bad impression on users.

3. Talk less and do more tactfully: Everyone should understand that if you talk a lot in the process of service (except for training, of course), do you still have time to work? It will make people feel that you are not practical. If you encounter sensitive issues (such as price), try to avoid them. You can put the problem on the salesperson and keep your mouth shut, especially when the user invites you to eat, smoke and drink.

5, when it comes to doing it, learn to sum up: say three o'clock in the afternoon and don't come to the door at four o'clock. It is necessary to develop the habit of summarizing the problems encountered in after-sales work and remembering some details, which will bring a lot of convenience to your future service, learn to summarize, and the technical level and the potential to solve users will be improved quickly.

6. repair, clean up the environment, conduct comprehensive inspection, and leave no hidden dangers: maybe you have encountered such a situation. After processing, the user just went out or got on the bus, and the phone rang again, saying that there was something wrong with the machine, maybe it was a minor problem, so you had to run back, or the user would complain again. Therefore, it is necessary to conduct a comprehensive trial run after the completion of the work. Whether it can be fully tested depends on your experience and service level. Don't leave anything ambiguous. Many accidental failures have inevitable reasons. Don't take any chances. Find out the real cause of any problem. Otherwise it should be considered unsolved.

7. Dedication and trustworthiness, keeping promises: This is very important. I think everyone should understand how important it is to be dedicated and trustworthy.

Fourth, internal management.

1. Spare parts management is the most important link in after-sales service. Besides technology, the potential to solve problems is the potential of spare parts management. For spare parts that are not commonly used, applications should be made after strict planning. It is not allowed to blindly apply for spare parts left behind or used less. For spare parts that often break down, there should be more spare parts, and there should be no shortage of common parts in the warehouse.

It is also important to keep the accessories clean. The accessories coming out of the warehouse must look brand-new, not old, like second-hand accessories, so users are very dissatisfied after seeing them. Regularly organize, clean and count the accessories. Those who arrive first should be sent out first. Unwanted and useless things should be put in special stacking places or keep the warehouse clean and tidy. Make sure to make an inventory once a month. Mark the part that has never been issued within one month (usually in yellow). For parts that have never been issued within three months, they should also be marked in red to prove that the parts have been invalidated.

3. The warehousing of accessories must be very clear, and the coding, name, model, specification, replaceable model and purpose of accessories must be accurate. We also need to implement warehouse location management. What kind of accessories are put in that area, the shelf, the floor and the specific location of the warehouse can be clearly seen from the printed list of spare parts, so you don't have to look everywhere. Especially when the accessories are put into storage, don't mistake the code and model, because it will make mistakes again and again, and the technicians will have to run twice when they take them out, which is laborious and time-consuming.

Personnel management: technicians, information workers and return visitors should be organized frequently. Train the technology, structure and use of products, sum up the experience of problems in the previous work, and sum up what to do in the future and how to solve similar problems according to the previous work. When the same problem occurs, the same unsatisfactory solution will not appear again. This problem can be solved by implementing the system of weekly regular meetings and setting aside an hour every week.

Verb (abbreviation of verb) handling of special users

(1), when serving in the user's home, he received a message from another user asking for on-site service, asking for immediate handling. In this case, the service personnel must call another user to explain (never call the user's home) and explain to the center that it will take some time to bring the maintenance service to the user's home, and the dispatcher will reassign other service personnel or change the appointment with the user according to the user's priority.

(2) If the product cannot be repaired at the moment of eating at the user's home during maintenance, in principle, the maintenance should be continued with the user's consent. If there is any inconvenience, after cleaning the site, make an agreement with the user. When the user comes back from eating, it is really time to come back (never eat at the user's house). If the user strongly asks for a meal, he politely refuses.

(3) The user disagrees with the maintenance and asks for a replacement. If the service can't be said because of performance failure, it will be handled according to the user's requirements (but the replacement is not casually said by technicians, and even if it is changed, it can't be directly told to the user, only that the superior department will ask for instructions and give an answer immediately). You can also persuade users not to change or return the machine by compensating or extending the warranty period. Do not meet the conditions for return, we should carefully explain the national "three guarantees" regulations to users, and touch users through sincere service. Special circumstances should be promptly reported to the local center for assistance.

(4) If the user asks for compensation, don't reply to the user easily. First of all, we should understand the reason why the user asks for compensation, convince the user that the loss is caused by the product quality problem, and the user can't explain and convince it. It is required to report to the center for instructions in time and handle it according to the approval status. Or take the method of temporary avoidance, avoid users' requirements, feedback new problems to relevant departments in time, and strive to solve them on the spot. If the on-site solution cannot be guaranteed, the user can be persuaded to pull back for maintenance on the grounds of pull-back detection.

(5) Rude and unreasonable users insult or detain service personnel. Individual users will detain service personnel or their tools on the grounds that their requirements are not met, and even insult service personnel. In this case, service personnel must be calm, do not have direct conflict with users, call the center in time, and relevant personnel will come forward to deal with it.