Customer service personal work summary

Essence customer service personal work summary template collection of 5 pieces

Summary is a written material to review and analyze the performance of study, work and life in a certain period. Can give people the motivation to work hard. Let's take some time to write a summary. So how do we write a summary? The following is a five-point summary of my personal work in customer service. Welcome to share.

Customer service personal work summary 1 Time always slips away unconsciously and is busy. We haven't even had time to feel that the new year is coming. This year is a short and long year for me. Short-lived, time flies before I master more work skills and professional knowledge; Becoming an excellent customer service staff has a long way to go. Looking back at the scene of applying for the company's customer service position, it seems to have happened yesterday; In my mind, I am now officially a customer service staff of Xincheng Property, and I am encouraged by the care of the leaders.

Many people may not understand the customer service work, and feel simple, monotonous or even boring, just answering the phone, taking notes and surfing the Internet when they have nothing to do; In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master work skills, and have a high degree 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 tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the villa in Xincheng Garden was delivered, the related work was complicated because of the tight time and few people. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. 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 work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

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. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

Work and study have expanded my talents; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The plan I just made two days ago was the first one I made myself. When the plan was approved by the supervisor, my heart was filled with the joy of success and the passion of work. Next, I will take the layout of the publicity column in the canteen, the park identification system and the layout plan in the Spring Festival Park seriously and responsibly, and I will try my best to do every job better.

In the new year, I will try 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 production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

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.

Fortunately, I can join a lovely and excellent team. The cultural concept of the new town and the working atmosphere of the Ministry of Home Affairs have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year! Thank you, my work is finished!

Customer service personal work summary 2 20xx years have passed. Looking back on the work of the past year, I feel deeply and time flies. Unconsciously, I have been working in the company for more than a year. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.

Many people don't know about customer service, and think it's 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. Customer service staff should not only receive all kinds of logistics progress, consultation, complaints and suggestions from customers, but also follow up the work of various departments in time and pay a return visit to customers. In order to improve work efficiency, we should also be responsible for the statistics and archiving of all kinds of information, so that all kinds of information can be stored more completely, searched more conveniently, and the integrity of original data can be maintained, and all work should be carried out according to standards.

The following is a summary of my main work in 20xx this year:

1, according to the requirements, archive the customer's files, and track and update them in time when changes occur;

2. Respond to customers' inquiries in time and record them on the logistics information registration form;

3. Classify the problems reflected by customers and contact the courier for follow-up feedback;

5, accept all aspects of information, notify the relevant departments and personnel for processing, and make records at the same time, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously enter and print the company express, make forms and documents according to the needs of each department, and draft reports;

7, the replacement of old and new forms and put into use;

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. Customer service work summary and plan. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. Now I deeply understand the true meaning of professionalism and smiling service. 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 concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

Summary of Personal Work of Customer Service In 20xx years, Tianjin Unicom consolidated and enhanced its competitive advantage, maintained its leading position in the industry region, accelerated the development of Benxi Unicom, improved its customer service level, overcame various difficulties and unfavorable factors, and maintained a good development trend of business development and steady growth of business income. The following article, based on my work in Unicom this year, wrote an article about the gratifying achievements in all aspects of this year's work and the responsibilities of Unicom's customer service.

I. Personal Customer Management and Service

In order to show respect for vip members and enjoy what I think is a distinguished experience. 20xx years, based on the service concept that communication starts from the heart,

Each of our service personnel is based on the interests of customers, thinking about what customers think and anxious about what customers are anxious about, providing customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards, and helping customers win points. We try our best to do our best for our customers.

Combined with the work indicators of China Unicom, based on the service principle of "people-oriented", differentiated services such as door-to-door service and family service were implemented for major customers and important customers from the data at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about Unicom, satisfactorily solve customers' problems in using Unicom phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, and charging Unicom phone bills.

In addition, combined with the strategic goal of "leading in service and leading in business", we have always adhered to the corporate mission of "creating an infinite communication world and being the pillar of the information society", constantly enhancing employees' "sense of crisis, urgency, mission and responsibility" and comprehensively improving service quality, so that our center has made great progress in corporate civilization construction.

Second, the retention rate of high-end customers.

In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can many high-end customers trust. Last year's high-end retention rate, our center successfully completed the task assigned by the company.

Third, the management of outbound personnel.

Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a huge role in the promotion of new business in XX years and comprehensively promoting the incremental income of new business. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time.

It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers.

Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.

Fourth, complaint handling.

In order to further improve customer satisfaction and maintain the leading service, the key customer center established a rapid response mechanism for customer complaints in XX, taking customer value as the scale and starting with strengthening complaint management.

First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling. Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of China Unicom, and achieve 100% complaint satisfaction.

Verb (abbreviation for verb) daily homework

The account manager is the main provider of key customer services for group customers and individuals, and also an important carrier for Unicom to show its employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers, and the management system is the responsibility of Unicom customer service. In the daily work of XX years, the service and business of account managers were systematically trained, the marketing system was comprehensively optimized, and the scale of account managers was optimized. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.

In 20xx, I will help lead the overall innovation of service mode and increase the market share of new business. Assist leaders to improve customer service in an all-round way and promote the optimization of service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".

In the next working day, I will strengthen the study of business knowledge, so that I will not be speechless when answering customers' inquiries. We must also do a good job in all kinds of services, prepare for the monthly inspection, do our job well, and strive to complete the tasks assigned by our superiors.

Summary of personal customer service work The fourth result is that I also feel a lot in the customer service work during the probation period. My personal growth and personal proficiency in the work have been greatly improved, which also makes me understand the gap between myself and other excellent customer service. I will continue to work hard in the future to do my customers' work better and catch up with excellent customer service staff. I also make a personal summary of the customer service work during this probation period.

First, study.

After entering our company, customer service is a week-long training, which mainly tells us about some companies, how to do this work, what processes need to be performed, and which colleagues need to cooperate with to get things done. Through this customer service training, I also know what to do in my post, how to communicate with customers and what methods to use. And this week, I also tried my best to remember words. Although some words are really difficult to be long, as long as I remember more, it will naturally be easier to do a good job in the future. In addition to training, I have been consulting colleagues more in the past three months. Although I am trained, I know how to do it myself. In fact, when I really do it, I find that I am still unfamiliar with many aspects, and some details of skills or things that need attention are also difficult to talk about in training. So in the process of consultation, I learned again, and I will also make the customer service work more skilled and better serve customers.

Second, the work.

Customer service requires great patience and good temper. After all, we are faced with all kinds of customers, whether online communication or telephone communication, but we have never met each other, and some customers are not so high in quality, so we also need special patience to help customers solve problems. I'm one of some clients who say terrible things. This is just a job, not how the customer really targets me personally. So I didn't have a conflict with my customers, and I avoided getting angry myself. In the probation period of customer service, I was not very skilled at first, but later I was able to solve some difficult problems well. I can say that I am very surprised at my growth, but I am also more active. I am willing to think and ask more questions. At the same time, I also ask my colleagues for help and try my best to solve problems for customers.

Through the trial in March, I also felt what my shortcomings are, and I have made some improvements, but I will continue to improve and improve in my future work, make myself an excellent customer service, and strive to serve customers better in my future work, solve problems faster and make customers more satisfied.

The fifth step of customer service personal work summary is called sales preparation.

The second step is to get close to customers. Good customer contact skills can give you a good start. This step, master: Skills of receiving and visiting customers. ? Skills of visiting customers by telephone. ? Sales call skills.

The third step is to enter the sales theme. Seize the opportunity to enter the sales theme with opening remarks that can attract customers' attention and interest, and seize the opportunity to enter the sales theme.

The fourth step is to investigate and ask. Investigation skills can help you grasp the current situation of customers, and a good inquiry can guide you and customers to sell in the right direction. At the same time, you can persuade your customers by asking for support, so as to find more information.

The fifth step is product description.

What to master in this step: product characteristics, advantages and special interests; ? Skills to turn characteristics into customer benefits; ? Steps and skills of product description.

Step six, show your skills. Making full use of the know-how of display skills can shorten the sales process and achieve the sales target. What you need to master in this step: How to write a presentation; ? Show the main points of the exercise.

The seventh step is the conclusion. Signing a contract with a customer is the most important thing in the sales process. In addition to the final conclusion, you must also specialize in the conclusion of each sales process. The end of every sales process leads to the final conclusion. What you need to master in this step: Conclusion principle; ? The end time; ? Seven laws are the seventh law of summing up interests, "T" law, premise law, cost-value law, inquiry law, "yes", "yes" and "yes" law, and mourning for soldiers. Tips for getting close to customers Foreword: Before starting work, we must know the market and where there may be our potential customers. Understand potential customers, their jobs, hobbies, places they often go, their personality, their consumption tendency, and the way they communicate with others.

Only when at least five customers come into the exhibition hall looking for you with your business cards can you officially start your car sales career.

1. When a customer walks into the car showroom for the first three minutes, most customers want to see the car in the showroom first (pay attention to themselves, without the intervention of a sales consultant). Seize the opportunity when customers are not focused on the car, they are looking for a sales consultant who can help; Action: They open the car door, want to open the front cover, or they want to open the back cover, etc. These are all signals that sales consultants need to send. Note: The above behavior reminds us that when customers are not around for the first three minutes, you can say hello, say hello, and leave some time for them to look around or leave a message. You can watch first, and I'll come at any time if you have any questions. The key points of initial communication-initially reducing the customer's vigilance, gradually shortening the distance between the two sides, and gradually changing to the topic of cars, are very clear to mature salespeople. This is when customers start to communicate with strangers, and generally don't talk about cars first. You can talk about the just-concluded auto show, or you can talk about any topic that makes customers feel comfortable, less direct and not for the purpose of trading. For example, it can be a child who comes with a client. He is really tall. How old is he? He is much taller than my nephew. It can also be the car driven by the customer, or the license plate of the car driven by the customer. Your license plate number was specially chosen, and so on.

The purpose of all these topics is to reduce the vigilance of customers at first, gradually shorten the distance between the two sides, and gradually change to the topic of cars. The first three minutes is also a good time to hand in your business card, and it is also a good time for you to remember the names of all the people who come with your customers.

2. Analyze customer needs. Customer needs may be multifaceted, and there are many practical needs behind transportation and identity needs; May be the need of transportation; It is also possible to travel by car; More likely to be a dream; From the point of view of car dealers, there should be five important aspects: understanding the purpose, buying models, buying roles, buying priorities and customer types. Find out the purpose of their coming: first, what are they doing here? By the way. If he starts to look at a model carefully, it seems that he has some sincerity to buy roles: only one of the three or four people who come to the exhibition hall has the real decision-making power, so what roles are the others? Is it a staff officer? Expert? Is it a driver, a secretary or a friend? Purchase focus: the purchase focus is still an important factor affecting the customer's final purchase decision. If his purchase focus is only on price, then any leading technology of the car has no influence on him; If his focus is on status, it is not tempting for him to talk about any preferential price and other factors. How to find potential customers

Use the English letters "prospect" and "prospect" to explain how to develop potential customers:

P: provide yourself with a list of customers.

R: Record the "records" added by customers every day.

O: Organization "Organization" customer information

S: Select "select" real potential customers.

P: Plan "Plan" the customer source to get countermeasures.

E: exercise "using" imagination

C: collect "collect" the data of changing hands.

T: train "trains" the ability to choose customers by yourself.

P: personal "personal" observation

R: record "record" information

O: information about occupation "occupation"

S: Spouse "Spouse" assistance

Public "open" display or explanation

E: Establish a "chain" development relationship

C: cold "cold" visit

T: with the help of others

I: influence "introduction of people"

N: Information found in the name "Directory"

G: group "group" sales

To develop new customers, we must first find potential customers, which must be found in many ways. Increase the channels for potential customers. A friend introduced various test drive activities held at the auto show. Driving schools, auto clubs, auto repair shops and other units or places where potential customers of automobiles are concentrated. Old customers introduce after-sales service personnel and e-commerce. Auto-related websites and forums, e-mail direct mail (dm) and direct mail (dm) are also good ways to help you reach a large number of customers. Sales letters and telephone calls are the most economical and effective tools to contact customers. If you can call new customers at least five times a day, you can increase the chances of contacting potential customers by 65,438+0,500 a year. The exhibition will expand your interpersonal relationships (especially the groups or places where the target customers are concentrated).

Get to know your customers better. If your customers like you, your chances of doing business will increase. To convince customers that you like him and care about him, you must know them and collect all kinds of relevant information about them. All these materials can help you get close to customers, and let you effectively discuss problems with customers and talk about their own topics of interest. With these materials, you will know what they like and don't like, and you can make them talk, be cheerful and dance ... As long as you can make customers feel comfortable, they won't let you down. "Let customers help you find customers and make products attract customers.

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