Customer service annual work summary

Summary is a written material to evaluate and describe the achievements, existing problems, experiences and lessons, which plays a connecting role in our study and work. So, let's write a summary. How to focus on the summary? The following are four summaries of customer service annual work that I have compiled. Welcome to share.

In the annual work summary, the annual work of customer service 1 20xx has ended. With the unremitting efforts and persistence of all staff, the tasks in the first three quarters have been basically completed. Specifically divided into the following aspects:

1, improve service quality.

First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, we will carry out construction in customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and implement mutual inspection of stores and self-inspection of departments. The service office leads a team to conduct joint inspection two or three times a week, and issues a notice of inspection and rectification according to the results. On-site management will be responsible step by step, and hierarchical management will be strengthened.

Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards of all staff and established service management files for all staff. For employees who violate discipline for more than 6 times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and comprehensively improve service quality, thus creating the best service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.

2. Receiving and handling customer complaints.

During this year, we have used departmental regular meetings or communication meetings, special training and other forms to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, processing results, floor reception, records and other aspects. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved. In the first three quarters of 20xx, the Service Office accepted 37 1 complaint. In terms of emergency handling, we renewed the insurance agreement with the insurance company-third party liability insurance, which belongs to the insurance scope as long as it happens in our company, reducing losses for the company.

3. The scope of personnel management inspection is comprehensive and institutionalized.

Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.

4. In the five major supermarkets, the inspection system is strict, and it is proposed that the inspection focus should be on the floor.

Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In 20xx, the service office inspected the store and found that 5,823 employees were dealt with in violation of discipline, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.

5. The business skills and professional level of the manager on duty.

According to the shortage of duty manager's business, we have made a systematic training plan and trained commodity knowledge and professional knowledge on a regular basis. The manager on duty in our department is the trainer himself. We make use of our weaknesses and make up for them through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how about working hours?"

How to effectively carry out the work ",so as to further improve the business skills of the manager on duty and the level of handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters, the service office has conducted nearly 20 internal trainings.

6, silver shop work.

In the specific work, the service office cooperated in personnel recruitment and training according to the unified arrangement of the company. I taught the course of business service specification, which lasted more than 20 class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always handle problems with customer satisfaction and provide customers with the service of "as good as you want". We also have strict requirements for the duty managers of Baiyin Store Service Office, requiring them to manage according to the management level of the head office. Although there is still a gap between the management of the branch office and the head office, we are confident to grasp the management of the branch office.

7. Actively cooperate with the company to complete various tasks.

From participants, executors, planners to organizers, there are duty managers in service offices everywhere in the company's large-scale activities, who can complete all the work put forward by the company in a timely, comprehensive and quality-guaranteed manner, and have achieved certain results, which have been recognized and affirmed by company leaders and human resources leaders.

Summing up the work of the service room this year, although we have made some achievements and been recognized by the leaders, the work progress is still slow, and the professional quality of the staff is still far from the standard of the manager on duty. Moreover, most departments are new employees, with relatively low professional quality, relatively lack of experience in handling customer complaints, and the service quality is also far from the large shopping centers in developed cities. Therefore, in 20xx, I will strive to improve the quality and work efficiency of our department, and take the lead in advocating and implementing "special service" in Lanzhou, so that customers can enjoy not only the brand culture of Guofang Parkson, but also the service culture of Guofang Parkson.

20xx Annual Work Summary Customer Service Under the scientific and powerful guidance of the head office and the customer service department of the provincial company, the customer service department of our company closely revolves around the guiding ideology of the annual work put forward by the general manager's office, adheres to customer-centeredness, takes management upgrade and service upgrade as the goal, constantly strengthens service awareness, improves service skills, and innovates value-added services. In the case of heavy work tasks and tight personnel,

Indicators have played an important role in improving the company's service quality, shaping the corporate brand image and promoting the development of front-line business. The work of our department in 20xx is now reported as follows:

In 20xx, with the correct leadership and direct (strong) support from the superior, our customer service department closely focused on the overall development goal of the company, paid attention to the standardized management of the department, actively served the front line, extended and expanded the customer service function, achieved the expected goals of customer satisfaction, leadership recognition and self-improvement, and provided a good backup guarantee for the company's business development.

(a), the establishment of rules and regulations, pay attention to lay a solid foundation for work.

In 20xx, in order to further improve work efficiency, improve service skills, standardize business processing and improve customer satisfaction, our department has established and improved a series of management norms:

1, established a customer service work log, and stipulated that subordinates should record the daily work details and matters that need the attention of superiors or other departments, and reflect and feedback them in time; In view of the problems exposed in the work, the department heads should summarize and sort them out regularly and irregularly, and formulate measures to effectively deal with and prevent risks.

2. Establish a customer service error assessment system, strictly follow the customer service staff's workflow, record the problems or errors in the work in real time, summarize, comment and feedback regularly, and take it as an important basis for assessment.

3. In strict accordance with the relevant requirements of the Head Office, the customer service systems and processes such as customer return visit, customer complaints, second-line business processing flow and problem tracking were comprehensively sorted out and revised.

4. In view of the fact that the customer service department of our department has many new employees and unfamiliar job functions, according to the requirements of the general manager's office, our department has conducted a comprehensive survey of the customer service personnel in the whole region, established employee files, scientifically refined the customer service job responsibilities, and clarified the personnel reward and punishment indicators one by one, which greatly improved the enthusiasm and initiative of the customer service personnel.

(2) Prevent and control risks and attach great importance to return visits.

In 20xx, our customer service department has always regarded the return visit as an important starting point to prevent business risks and ensure the sustained and healthy development of the company's business, and made great efforts to do the return visit work.

1. Under the great attention and strong leadership of the general manager's office, our department sorted out the key points and difficulties in the company's return visit, strengthened and improved some weak links, and formulated rectification measures for the problems.

2. Strengthen the tracking and handling of the problem parts, coordinate and communicate with all departments of the company, and strongly control a series of negative effects that may be brought by the problem parts, so as to ensure the sustained and healthy development of the company's business.

3. Timely formulate the requirements of relevant documents of the head office and provincial companies, focus on publicizing the key and difficult points of customer service work, provide customer service information, and report all kinds of violations.

4. Make an accurate analysis of the return visit in time, actively integrate customer service into the first-line exhibition industry and back-office support, and provide scientific and reasonable data support for the company's targeted operation and management.

(3), honest service, handle customer complaints safely.

At work, our employees always keep in mind that the work of customer first and service first is professional, sincere, moving and transcendent, and it is organically combined with the corporate culture of the company. Adults can achieve their goals, do a good job in every service, and safeguard the interests of customers and the image of the company.

(four) based on their own work, establish the brand image of China Life.

In 20xx, while doing the basic work well, according to the relevant requirements of the general provincial company, our department has successively carried out 3. 15 Consumer Rights Day 6. 16 China Life Customer Day, a series of activities with endless excitement and gratitude for cranes and trucks, China Life Lecture Hall, good health helper, special merchants, special physical examination for vip customers in Huaxi, and other activities to give back to customers. Through a series of activities, we will vigorously promote the service brand of China Life 1+n, establish the company's brand image and enhance the company's market competitiveness.

(5) study hard to improve the working ability and self-quality of the department staff, and at the same time strengthen coordination and communication with various marketing departments and closely cooperate with the work of the sales department.

1. Our department has strengthened the business skills training of all employees through various forms, strengthened the learning ability, professional ability, communication ability and execution ability of customer service staff, established a high-quality customer service team, improved the overall comprehensive quality of all employees, and improved the customer service satisfaction of customers and sales staff.

2. In order to better coordinate and communicate with the sales department and promote the company's business development, our department has carried out many training opportunities to enter the workplace, listened carefully to the problems and needs of business partners, listened to the opinions and suggestions of the sales department, summarized and corrected some shortcomings in the work, and further improved the service level. In order to assist the business development, the customer service department conducted a survey on the customer resource data analysis needs of the sales departments of various companies, and provided target customer information for the exhibition teams.

The third chapter summarizes the annual work of customer service, and has been working in xx county for one year since he joined the company in 20xx 10. First of all, I am honored to join the customer service team. Under the guidance and leadership of the Director-General, all members of the team worked together, and Qi Xin made concerted efforts to promote the performance of the county branch with a brand-new attitude and full spirit. Although it's only been a year, I have benefited a lot from communicating with senior leaders. Today, I will summarize what I have learned and felt in the past year and put forward my own ideas on the current situation.

I. Services

The customer service room is actually a marketing service room. The service manager deals with customers by telephone every day: xx customer retention, xx customer retention, fixed-line broadband retention and so on. As we all know, the cost of finding a new customer is several times higher than the cost of retaining an old customer. It can be seen how important the service is.

Then, how to close the distance with customers, better serve customers, satisfy customers and recognize enterprises is a difficult problem that the service industry has been thinking about and needs to be solved urgently.

In my opinion, there is no standard service model in the world. Those so-called standard terms, tone and intonation are only the most common ways, which are not suitable for every service manager. As a great man said, the frame is dead and man is alive. What suits you best is the best. In short, it is to make the service more personalized. As a service manager, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results. Break the framework and innovate the service.

Second, evaluation

Assessment is the evaluation and affirmation of employees' work. I read the service manager assessment index issued by the municipal company. Personally, I feel a little overwhelmed. For example, when I first came here, the outbound call volume in a week was 150 normal calls, and now it has increased to 200. Especially when making a return visit such as "three noes" and "double bottom", it is difficult to meet the requirements of outgoing calls.

In my opinion, people-oriented work is people-oriented. Only when employees have motivation and confidence can they do a good job. Therefore, mobilizing the enthusiasm of employees is an important guarantee for the smooth progress and effectiveness of the work.

Setting appropriate assessment indicators is very important to motivate employees. County customer service can comprehensively consider the indicators of documents issued by municipal companies and make their own assessment standards. Indicators must be set correctly. If the index is too high, employees often can't finish it. If they are lazy for a long time, their enthusiasm will decline. If it is too low, it will reduce efficiency and service quality. The most suitable indicator is that you can do your best to achieve it. Also, rewards and punishments are clear. Conduct an appraisal at the end of the month, and reward those who reach the standard and achieve the first result; If the assessment is not up to standard and the result is the worst, it will be punished.

In short, assessment promotes competition with incentives, competition with incentives and performance with incentives.

Third, team building.

Building an excellent team with strong fighting capacity lies not only in division of labor, but also in cooperation. Team members communicate more, communicate more, cooperate more and cooperate sincerely, regardless of you and me.

I suggest that we can follow the example of the municipal company, organize afternoon tea once a week, and bring all the members together to talk and exchange their work and personal experiences this week. We can learn from the good aspects and discuss the shortcomings of improvement. Only by constantly summing up experience from daily work can we continuously improve our personal ability.

Leaders can also take this opportunity to understand the recent work and life of their subordinates and enhance their feelings. I think a leader who is approachable, always compassionate and caring for his subordinates is a good leader who is respected and respected by everyone.

Li Bai said: I was born to be useful. Everyone has something to recommend. Only by making the best use of everything and people can we give full play to the strongest fighting capacity of the team.

In a word, the care and encouragement of leaders to employees is the infinite motivation for employees to work hard.

Summary of Customer Service Annual Work Chapter 4 In a blink of an eye, 20xx years have passed and a brand-new 20xx year has come. 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.

(A) the achievements and shortcomings of customer service in XX years

1 and XX have just entered the company, and the company has 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 didn't pay much attention to the details of my relaxation requirements, which led to the failure of the second service center in XX. 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, XX years, because I just took office and the personnel 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. 20xx is a year of study for our xx employees. 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. 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.

(2) Achievements and shortcomings of commercial work in 2)XX 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.

(20xx year plan

1, 20xx, I think, is a year of our harvest in xx, because the seeds of xx have been sown 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 should increase commercial units to ensure commercial payment.

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 there should be 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.