Summary of customer service supervisor's probation work

Summary of customer service supervisor's probation work

Summary is a written material that reviews, examines, analyzes and evaluates after a certain period, a certain project or a certain work is completed, so as to learn lessons and some regular understandings. Through it, we can correctly understand the advantages and disadvantages of previous study and work, so it is better to calm down and write a summary. How should I write a summary? The following is a summary of the work of the customer service supervisor during the probation period for your reference only. Let's have a look.

Summary of the work of customer service supervisor's probation period 1 Over the past year, under the correct leadership of the leader and the active support and great help of my colleagues, I have been able to strictly demand myself, better perform the duties of a foreman, and successfully complete my work tasks, which has been affirmed by the leader and praised by my colleagues. In summary, I have gained a lot.

First, study in daily work and constantly improve your professional level.

As a supermarket foreman, I am a cashier first. Only when the professional level is high can we win the support of our colleagues and take good care of the people below. Although I have worked as a cashier for a long time and achieved certain results, these results are still not enough. With the development of supermarkets, new requirements are put forward for our cashier's work. Through study, I can always master computer operation technology first, and always give guidance to the following comrades.

Second, do a good job in the management and guidance of employees

Although the foreman is not a big leader, he also manages a bunch of people. It is the trust of the leaders that makes me shoulder this heavy responsibility. Therefore, at work, I always have strict requirements for them. No matter who violates the discipline, I will not tolerate it. It is precisely because I can be strict with myself and manage boldly that I can take good care of the employees below in my life. At work, I often hear some supervisors around me complain that they are busy with their work and there are always endless things to do. Here, talk about how to be a foreman.

(1), professional ability

As a foreman, you must master certain professional knowledge and ability. With the continuous improvement of your management position, the importance of professional ability will gradually decrease. As a grass-roots supervisor, a person's professional ability will be very important. What you want to achieve is that you can directly guide and represent the actual work of your subordinates. The source of professional ability is nothing more than two aspects:

1 from books, 2 from practical work. In practical work, you need to learn from your supervisors, colleagues and subordinates. "Don't be ashamed to ask questions" is the attitude that every supervisor should have.

(2), management ability

For a foreman, management ability corresponds to professional ability. When your position requires more majors, relatively speaking, you need less management skills. On the contrary, the higher your position, the higher the requirements for your management ability. Management ability is a comprehensive ability, which requires your command ability, your decision-making ability, your communication and coordination ability, your professional ability, your work distribution ability, and so on. Management ability comes from books, but more from practice, so to improve management ability, you need to constantly reflect on your daily work, and use your brain to review and summarize your work from time to time.

(3), communication skills

The so-called communication refers to unblocking each other's opinions. This kind of communication includes two aspects, inter-departmental communication and intra-departmental communication (including your subordinates, your colleagues and your superiors). The company is a whole, and the department you lead is a part of the whole, so it is necessary to contact with other departments and communication is essential. Good at communication. The purpose is not who wins or loses, but to solve the problem. The starting point of solving the problem is the interests of the company, and the interests of the department are subordinate to the interests of the company. Communication within the department is also very important. As a supervisor, you need to know, master, guide, assist and care about the problems in subordinates' work, their ideological trends and even their lives. On the contrary, for your supervisor, you should also take the initiative to report, and reporting is also a kind of communication.

Summary of customer service supervisor's probation work. The busy half year is coming, and new challenges are just around the corner. Looking back, in the big family of xx 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 half year is very substantial, and my growth comes from the big family of xx supermarket. It is my bounden duty to do my best for the better development of xx supermarket in the second half of the year. This year's work is summarized as follows:

First, the working stage of xx supermarket

Last September, due to work needs, I was transferred to the supermarket as the 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 xx Supermarket from the beginning of business, I am familiar with the staff of xx Supermarket, but there are still differences in specific work. In order to enter the role and take responsibility as soon as possible, on the one hand, we have strengthened the study of professional knowledge, actively read books and articles, and humbly ask professionals for advice. On the one hand, strengthen communication to understand the actual situation, and communicate with the heads of food, receiving, cashier and other related departments. In a short time, I assumed the responsibility of supermarket supervisor. Together with the manager in charge, we trained the supermarket staff and planned and displayed the goods. Fourth, the existing shortcomings and work ideas for the next year.

As the saying goes, Rome was not built in a day. We have only been in the retail industry for two years, and we have only been working in supermarkets for nearly one year, so we have such a profound understanding of 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 in the second half of the year, based on the principle of being pragmatic and practical, I better shoulder my responsibilities, 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 days to come, I will devote myself to the cause of xx supermarket, repay the company with the proceeds of development, and realize my own life value.

We made adjustments, and through the concerted efforts of Qi Xin, a supermarket employee, our sales increased significantly. Later, we worked together, 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 of the company and the efforts of all employees Qi Xin, the progress of the supermarket has been recognized by the company.

The supermarket supervisor is responsible for coordinating all the work, maintaining the normal operation of the whole store and handling emergencies. In this position, he is based on overall control of the overall situation, making full use of this platform, and comprehensively improving his organization, coordination and business level while working. Deeply understand the cashier, customer service, receiving goods, loss prevention, fire protection and other links, find problems, reduce loopholes, and become a famous supermarket supervisor.

Summary of customer service supervisor's probation work. Looking back on the work in the past year, I was deeply touched. Since joining the Fengzeyuan project, with the guidance of the leaders of the service center and the support of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners, and properly handled disputes related to the owners. The work of the department has been significantly improved, and the enthusiasm of employees has also been greatly improved.

Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it.

In June 20xx, I was officially promoted to be the head of customer service department of Fengzeyuan. For the property customer service staff, the most common feeling in the whole process is only one word: annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to do boring and monotonous work vividly as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude.

The work of this department this year is as follows:

First, standardize internal management and enhance employees' sense of responsibility and work efficiency.

Since joining the customer service department of Fengzeyuan, we have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Strictly grasp the service quality and level of customer service personnel and create a good service image.

The customer service department is the bridge and information center of the service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.

(3) Successfully completed the delivery of the first phase of Fengze Garden, laying a solid foundation for the overall work of the customer service department.

In the middle of 20xx 10, the first phase of Fengzeyuan was officially delivered, and our department was mainly responsible for data distribution, contract signing, and owner dispute handling. Cumulative processing (this content is added by itself)

(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.

The important function of customer service department is to contact the service center of external work such as the owner, and provide services to the owner in time through feedback information, which is handled cumulatively this year (this content is added by itself).

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low.

Through the work and practice of the department for half a year, the service level of customer service staff is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.

(B) Department management system, process is not perfect enough

In the past half year's work, the department focused on the preparation for the delivery of Fengze Garden, so it neglected the institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(3) The coordination and handling of problems is not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.

Three. Key points of 20xx work plan

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 96%;

(two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 95%;

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 20xx, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to 20xx, we are greeted with opportunities and challenges. To this end, all the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.

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