Model essay on customer service personal work summary

Customer service personal work summary 7 articles

Customer service is actually responsible for online daily sales, shopping guide for customers, answering questions; Responsible for answering customers' inquiries and promoting transactions. Next, I will bring you a summary essay on personal work of customer service. I hope you will like it.

Customer Service (1) Personal Work Summary In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.

Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial views on how to overcome the work:

1) Do a good job in after-sales service and constantly improve the quality of after-sales service personnel.

Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities

1, try your best to understand customer needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem immediately.

5, the appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

2) Handling customer complaints and complaints

1. Create a customer complaint form or complaint registration form.

Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form. Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. Immediately communicate face-to-face by telephone, fax or at the customer's location, discuss the solution after learning more about the complaint or complaint, and reply to the customer in time.

3. Follow up the implementation of the processing results until the customer's reply is satisfactory.

III) Matters needing attention in handling customer complaints and complaints

1, be patient

In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a better attitude

Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

3. hurry up.

Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.

4. The language is appropriate.

Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.

5, the level is higher.

After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.

6, a little more ways

There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.

4) quell customer dissatisfaction

1, listen carefully to every word of the customer.

2. Apologize fully and let the customer know that you have understood his question.

3. Collect accident information and find out the most suitable solution.

4. Put forward effective solutions.

5. Ask customers' opinions.

6. Tracking service.

7. Put yourself in the customer's shoes.

These are just my superficial views as a newcomer. I will try my best to do a better job in _ _ _, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

Time flies, I have been in the company for more than a year. When I first arrived here, everything here was new to me. But after the novelty, I am disciplined and strict, which is completely different from my previous student life.

As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

Second, based on their own duties, love their jobs and dedication.

1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters. When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the arrangement of the company and devote themselves to the work of covering for them. Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first". For the problems reflected by customers, we should actively and steadily solve the problems that can be solved, and actively and truthfully report the problems that cannot be solved to the superiors, and strive to give customers an answer as soon as possible. For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Looking back on the customer service department of the property management company for 20 years, it can be said that the management functions have been further developed and continuously improved for half a year. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff for half a year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. Looking back on the customer service work in the past six months, there are gains and losses. The customer service work in the past six months is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of preliminary improvement of various rules and regulations in the first half of 20 years, the focus is on deepening implementation. Therefore, the customer service department has deepened its knowledge and understanding of property management according to the company's development. The customer service department also adjusted the relevant customer service system in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Under the personal guidance of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Third, the daily maintenance processing

According to the Daily Work Record, record the complaints and service items of the owner's calls and visits, actively schedule the work according to the different maintenance contents, and solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

In the whole year, customer service handled _ _ maintenance calls and solved _ _ all kinds of faults, with the original construction problem solving rate of _ _%. * * * Received _ _ telephone complaints, handled them in time and gave _ _ feedback.

Fourth, the information release work

* * * Issue all kinds of written notices to customers _ _ times. Send a total of _ _ notices by SMS, ensure that the notices are timely, detailed, clear and accurate, and actively cooperate with the contents of the notices to make relevant explanations.

Verb (abbreviation of verb) collection of property fees

According to the charge notice issued by the company, actively explain and inform the property fees, and do a good job of dunning.

VI. Collection of water and electricity charges

Do a good job in the first meter reading. Complete monthly water and electricity meter reading on schedule, and complete monthly water and electricity cost data entry and billing in time. After printing the payment notice, mail the payment notice to all households on time. Users who fail to pay on time will be urged to pay, and those who fail to pay will be stopped.

Seven, establish and improve the owner file work.

_ _ copies of the owner's files have been improved and updated, and the owner's electronic files have been continuously supplemented. Access cards have been handled for _ _ person-times, and apartment residents have registered for _ _ person-times. Apartment occupancy certificate (required for temporary residence permit) accumulated _ _ person-times.

8. Shortcomings in work, problems found and difficulties encountered.

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

2. The follow-up and feedback of some repair reports are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The construction of spiritual civilization, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not been organized.

In the first half of _ _ _, we were full of confidence and hope. In the new half year, we will definitely strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.

On my first day here, our supervisor gave me a simple training on rules and regulations, talked a lot about rules and regulations, and a new employee handbook, which we read over and over again. At first, I felt very painful. Why are there so many rules? But after slowly integrating into this group, I found what an excellent enterprise this is, with complete rules and regulations that can restrain every employee's words and deeds and make us do our best.

Just entering a new job, it is inevitable that you will not adapt to the change of this role. Because I have some drawing experience before, I will also help the supervisor to do some art design in my spare time when uploading new products. At first, in this small team, each of us had several jobs. Although I don't accomplish many tasks every day, I will enrich myself every day. After all, this is a brand-new job and a brand-new beginning. We need to learn a lot. Only by continuous learning can we do better and complete the work entrusted to us by the leaders. This requires us to have 100% enthusiasm and passion. In my opinion, as long as we have enough enthusiasm for our work, we can overcome the biggest difficulty.

During these X months, I not only learned a lot about _ _, but also improved my artistic foundation. When you put a skill on hold for a long time, it will degenerate, but if you often bring it back for exercise and review, it will naturally become more and more refined. Now I am no longer the little girl who needs more than an hour for the last product. Now I can complete the initial shelf of a brand product in X days, and then gradually improve the pictures and various information of the product. Although I can't do it with ease, I can do it easily.

Thank you very much for giving me such an opportunity to exercise myself. Here, I not only learned to discipline myself with rules, but also got a lot of exercise and learned a lot of things that I can't usually learn. I think, I will continue to maintain my enthusiasm for this job, continue to study hard, unite with my lovely colleagues, and strive to do a good job in our website, so that our avant-garde road will become more and more famous throughout the country. I think I'm not the only one who thinks so, and my colleagues will certainly have this ambition, so let's work together for our common dream.

Come on, our tomorrow will be better and the road to _ _ will be brighter and brighter.

I have been working in the call center for more than a year before I know it. From accepting customer reports, service consultation and complaints, to communicating with customers, directly answering or registering customer needs, transmitting information to relevant departments according to service responsibilities and time limit requirements, and rationally allocating resources to solve customer problems satisfactorily, I have seen my growth during this year's tempering.

The work of customer service representatives is the communication channel between enterprises and customers. How to master and use service skills has become the top priority of quality service and an important part of customer service. Although the earphone is small, it is connected with the customer's needs, which is related to the customer's infinite expectation of our life in China; The other end is connected with the responsibility and mission of China Life, which is related to the company's sincerity and sincerity to customers. Whenever I help customers solve a difficult problem and smile, whenever I solve a problem for customers and get their sincere thanks, I deeply feel the value of being a customer service representative. Customer service is not only a smiling service, but also a timely answer. Must be internalized in the heart and externalized in the line. So I actively participated in various knowledge contests organized by the company and learned about myself through the contests. Strive to master service skills and constantly enrich service connotation. With the split of 955 19 and the increase of telephone volume, in order to ensure the telephone connection rate and the normal operation of the call center, incoming and outgoing calls are completed. Thank the leader for giving me the opportunity to be a comprehensive information officer in the call center. My job is no longer just to answer customers' calls, except to call the first-line calls in time according to the connection rate, schedule and attendance to ensure the call center connection rate. For the problems that the first-line agents can't solve, I need to handle the second-line processing, work order circulation and reminder in time, and be responsible for tracking and feeding back the work order processing results to ensure the timeliness of work order processing and customer satisfaction. While dealing with the work order, I also need to collect and sort out the customer's common questions, hot issues and difficult questions, and formulate a unified explanation and answer caliber to ensure the accuracy of the front-line customer service representatives' answers. At the same time, it is also necessary to sort out the information related to telephone service within the company, maintain and update the central knowledge base in real time, ensure that front-line customer service representatives can quickly find relevant business knowledge when answering online, reduce the time for customers to wait online or need help when transferring, be responsible for the correct and timely answering rate, and collect and feedback the opinions and suggestions of front-line customer service representatives on new services and policies of the call center to ensure smooth and efficient information transmission in the center.

In addition, I will assist Mr. Chen in statistical analysis of the call center business and traffic data, and make daily, weekly and monthly reports, so that superior leaders and relevant managers can grasp the relevant data of call center operation and management in time. Do a good job of daily on-site inspection, handle and solve the problems found in the inspection in time, make inspection records, assist the call center supervisor in on-site management, and ensure that the call center is clean and orderly.

With the increase in the number of people in the call center. As an old customer service, it is my bounden duty to help new customers get familiar with their work as soon as possible. Many new customers, like me, were familiar with insurance business knowledge before coming here to work. So, while instructing how to receive newspapers and how to receive consultation, I took the initiative to tell them some cases I encountered when dealing with problems at ordinary times, and discussed and summarized them. When they asked me about the problems I encountered in my work, I also told them all my work experience in the past year without reservation and taught them how to deal with and solve the problems.

20__ has passed, 20__ has just begun, and the road ahead is still very long. There are still many places where we are not as good as others and there are still many things to learn. Since I have chosen this job, I will make unremitting efforts, work hard with all my colleagues, study hard, and strive to improve my cultural quality and various work skills, so as to make the greatest contribution to the development of the company. I believe that as long as I am diligent and willing to contribute in my work, I will certainly make extraordinary achievements in this ordinary post.

Summary of Customer Service Personal Work (Chapter VI) It has been more than five months since I registered online, participated in listening, written examination, re-examination and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From an independent individual to becoming a member of the customer service center of _ _ Bank, Telephone Bank.

From these months' work, I have summarized the following points:

First of all, based on their own responsibilities,

As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, do their job well, resolutely obey the company's arrangement and devote themselves to their work;

Second, study hard and keep pace with the times.

I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.

2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's; Secondly, insist on individual self-study, carry forward the "nail" spirit, squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.

In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services.

Personal work summary of customer service (Chapter VII) At that time, I chose to be a front desk customer service. I mainly think that my communication skills are not bad and I am easy to get along with people. Because I have always been a very outgoing person, I can easily get along with everyone and get along with strangers as soon as possible. This is my advantage and the direction I want to go on. Realizing this, I made up my mind to do customer service. Besides, my external image is not bad. I bravely interviewed the front desk customer service of the company. Unexpectedly, I was successfully hired. I was surprised and excited. So when I first entered the company, I just kept a low-key learning attitude, constantly asked my colleagues and leaders questions, and with my optimistic attitude, I quickly found a breakthrough in this job, and I was able to get on the right track as soon as possible in this job.

Although I did well in my work, when I think about it, I actually had some minor problems. Once, a client was older and then more difficult to get along with. I know it will be more troublesome if I get angry on the spot, so I have been trying to control my emotions. When I learned later, because this customer was too troublesome, I didn't pay attention at the moment, and I might have emphasized something, so the whole situation changed. This customer has become more difficult than before. Fortunately, a colleague came to help me and helped me solve the problem.

In our customer service work, we may meet different people and have all kinds of unexpected problems. We should always remember not to give up restraining our emotions, let alone show our unprofessional side, which will not only affect ourselves, but also bring some negative effects to the company and some troubles to our colleagues. It's not worth doing. So I will understand this, and I am prepared to pay more attention to the cultivation of my own ability in my future work, and my study cannot be interrupted. Work and study are the laws of our life. I will work harder and be more rational in the future.