Summary of customer service work

Time flies, and a period of work activities has come to an end. Looking back on my past work, I feel very fulfilled and gained a lot. It's time to write a work summary seriously. How should I write a work summary? The following are three customer service summaries I collected for you, hoping to help you.

Customer service summary 1 Time flies, and I have been working in xx International Trade for a year before I know it. In my opinion, this is a short and long year. What is missing is the work skills and professional knowledge that I haven't had time to master. Time has changed, and it's a long way to become an excellent customer service staff in the future.

In retrospect, it seems that it happened when I first applied for the customer service position of the property management company of the Chamber of Commerce, but now I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't understand customer service, and feel simple, monotonous or even boring. 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 relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work. Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year.

1. Handle the formalities and certificates for customers' decoration, and file the information, files and keys of merchants. Among them, it should be distinguished that the AD area on the first and second floors and the ABCD area on the third floor belong to the government, most of the first and second floors belong to xxx, a few belong to xx, and some belong to private owners.

2, familiar with all aspects of information, including the owner, decoration units, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit.

3. Making, sending and filing letters and documents. At present, the single letter sent by xx company and xx office, the notice of misplacement of rectification channels, warm tips, article release notes, small construction orders, large decoration materials, maintenance orders, etc. You should be familiar with how to use them.

In the process of completing the above work, I learned a lot and grew a lot.

First, the tempering at work has shaped my character and improved my psychological quality.

For those who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

Secondly, I realized the importance of details in my work and life.

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Here in xx Trade Center, I deeply realize that details can't be ignored and sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Details bring benefits and details bring success.

Thirdly, I have developed my talents in my work and study.

When I try to finish every job, I get support and affirmation. I remember that during the xx exhibition, in order to do a good job, our customer service department, engineering department and security department all worked overtime in these four or five days to do their jobs well. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. As for the computer maps of the ABCD area on the first and second floors of xx Trade Center, I will treat them seriously and responsibly, and strive to do all the work better one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen my work in the following aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette.

2. Strengthen the ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions.

3. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of xx Trade Center. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me. Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

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, there is not enough innovation in work.

Third, sometimes at work, I am 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 company's arrangement and devote themselves to 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, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply 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.

Third, smile service.

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:

First, 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.

Second, 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.

Three. 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.

First, it can make customers feel respected.

Second, show the sincerity of enterprises to solve problems.

Third, it can prevent the negative pollution of customers from causing greater harm to enterprises in time, and fourth, it can 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.

Fourth, 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. Propose effective solutions.

Step 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 to do better in my 20xx years of work, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

Time flies, the annual work of 20xx will be over in a blink of an eye. Since I joined the xx project, with the guidance of project leaders and the support of various departments, I have basically completed the expected work objectives and various work plans at the beginning of the year. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of XX, improved communication with the owners, and properly handled disputes and compensation incidents related to the owners. The work of the department has been significantly improved, the enthusiasm of employees has been greatly improved, and the satisfaction rate of owners has been significantly improved. This year's work is summarized as follows.

This year's XX fee1220,000 yuan (as of February 2011565438), the collection rate is 80%, compared with the previous year's XX fee 10000 yuan; 42 compensation disputes were handled, with an achievement rate of100%; Coordinate the handling of 10 large XX warranty maintenance, and the owner is basically satisfied; Upon receipt of the owner's complaint 12 pieces, the timely handling rate100%; Daily repair 120 pieces were accepted, and the qualified rate was100%; Visited 700 people/time and accepted more than 200 suggestions.

First, the good performance of this department this year.

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.

Since joining the customer service department of xx project, 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, procrastination and so on. 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 a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in the department are highly motivated, and the passive and conditional work has been transformed into active and voluntary work attitude, thus promoting the development of all the work in the department.

(2) Take various forms and measures to consolidate and improve the level of XX charges.

This year, a total of 65,438+0,000,000 yuan of XX fees were collected, with a collection rate of 7% higher than last year (the collection rate of XX fees was 60% last year), and the overall collection level was consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and poor initiative of car owners. Therefore, Lu Yu and door-to-door charging methods are added to ensure that all customer service personnel charge at home every Saturday and Sunday, and communication with owners is strengthened through patrol and other opportunities to ensure charging efficiency. Second, the service-oriented charging measures promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of XX service level and the basis of charging. Therefore, service is the foundation to improve the level of XX charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been dealt with in a focused and step-by-step manner, and the existing resources of the project have been used to help solve the owners' problems such as decoration, maintenance and home. I believe that the owners will gradually improve the initiative of voluntary payment because of XX's meticulous service. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to take the initiative to charge. Charging has always been the most difficult task for customer service department, and employees' charging has always been low, and overtime will be added.

(3) Strictly grasp the service quality and level of customer service personnel and create an excellent service image.

The customer service department is the bridge and information center of the management office, 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 focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection of dress and etiquette, so that customer service personnel can maintain an excellent service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.

(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.

At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained to the owner, answered the questions raised by the owner, and showed the owner an excellent customer service image.

(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.

The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved excellent 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 this department for half a year, the service level of customer service personnel 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.

(2) The growth level of 2)XX charging performance is not high.

Judging from the current charging level, there is still a certain gap compared with the average level of 75% in this city. The main problems are improper ways and means of urging fees, low enthusiasm of employees, failure to solve the problems left over from previous and daily services in time, and low overall service level of the project, among which the enthusiasm of employees and methods of urging fees are the main factors.

(3) The department management system and process are not perfect.

In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and initiative of the department to some extent.

(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. After receiving the problem, it is not followed up and reported in time, and the ways and means to deal with the problem are not in place.

Three. Key points of 20xx work plan

In 20xx, the key work of our department is to further improve the level of xx fees, which will increase by 4-7 percentage points on the basis of 2009; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.

(two) to further improve the level of XX charges, to ensure that the charging rate reached about 80%.

(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 xx years, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.