Summary of customer service personnel selection work

Years passed by inadvertently. I worked hard, had many unforgettable experiences and overcame many difficulties. We need to write a work summary. Be able to understand yourself more comprehensively and improve yourself. Is everyone ready to write their own work summary? I specially collected and sorted out the "Selected Work Summary of Customer Service Staff" for your reference only. Let's have a look.

As a customer service staff, it is a great challenge for me to face dozens or even hundreds of customer inquiries every day. Originally, I couldn't face such a complicated situation at work, but after this year's experience, I found that both my thinking and my working ability have been sublimated to a certain extent. I can't say that the work is smooth now, but at least it can be considered elegant. I want to thank my leaders and colleagues for their support and encouragement. When I was sad and confused, I once wanted to give up this job, but with the comfort of everyone, I persisted, broke the shackles in my heart, and was willing to let go of my pride and face this job. If you want to do a good job in customer service, you need a positive and optimistic attitude first, so that customers can feel your enthusiasm. Sometimes, although you will face inexplicable accusations and insults from customers, the more difficult it is, the more we should maintain a good attitude. If our hearts are dominated by others at once, then we can't do customer service well.

In this year, in order to improve my business ability faster, I participated in every customer service training organized by the company, and at the same time I also read some learning materials on the Internet to see how others deal with work problems. I encountered many obstacles at work, for example, because my business level was not enough, sometimes I couldn't answer the questions asked by others, and sometimes others spoke in a bad tone, which made my tone worse, resulting in some contradictions ... Count the number of complaints I received in 20xx, many times. I really didn't handle the balance between work and personal at first, so it is easy to cause some work problems. I was criticized by my superiors several times for this. Later, I made up my mind to correct the current situation, so I began to hone my mentality so that I could take my time in the face of any situation. Of course, if I can help customers solve problems in the first time, I won't waste time.

Through the adjustment and efforts during this period, my business level has improved a lot, and the complaints I received have also dropped significantly. I believe that in my 20xx years of work, I can make more people satisfied with my reception work!

Summary of Customer Service Staff's Work Part II Unconsciously, I have finished this year's property front desk customer service work. As a front desk customer service, I can naturally understand how important it is to do my job well. I need to do a good job of customer reception and information feedback in time. In addition, under the arrangement of the leader, I can finish all the work seriously. The accumulated experience has made me have a deeper understanding of my responsibilities. Now let me sum up the customer service work at the property front desk completed this year.

Do a good job in customer reception. If you need to meet the leader, make an appointment in advance. I can register to visit customers in the front desk work and start the reception work, so as to satisfy the other party through good performance in the front desk work, thus reflecting the good image of the property. I will also inform the leaders in time when I encounter important things. Before that, I will contact the staff of the administrative department to clean the meeting room for the meeting. The required documents or materials will also be printed for use in the cooperation process. In short, every customer who comes here will register detailed materials and give feedback to the leaders before going to work. The completion of this work is also the performance of qualified front desk personnel, which needs attention.

It is the responsibility of customer service staff to answer incoming calls and record important information. It is natural to take it seriously at work. So I can record the relevant information of the phone calls in this year's customer service work and take the initiative to contact some customers for publicity work. For the old customers of the property management company, they will send greetings on holidays. The completion of this work undoubtedly reflects the property's concern for customers. And I will listen carefully to the complaints or suggestions of the owners and record them, and give feedback to the leaders before going to work to promote the improvement of the property service system.

Regularly clean up the front desk area and sort out some documents. The cleanliness of the front desk area can reflect the good image of the property to a certain extent, so I will organize it regularly to avoid confusion, and I will seriously reflect on the shortcomings of the completed work. In short, it is naturally the best thing to improve your service level through the completion of your work. Because I am in the front desk area, sometimes I will be responsible for printing and sorting out some documents, and I will also maintain the printing equipment and telephone in the front desk area to ensure normal use on weekdays.

A year seems like a long time, but it's only part of my long career. However, I have gained a lot from the accumulated experience. So I will continue to do a good job of customer service at the front desk and enhance the overall image of the property management company. In order to better perform the duties of customer service at the front desk, I will constantly improve my working ability.

Summary of customer service staff's work Part III This year's work is over. As a customer service, I learned a lot of skills this year. Customer service needs a lot of things, and my performance this year can be said to be a qualified customer service. In the new year, my idea is to develop in an excellent direction and strive to become a customer service with strong working ability. This is my goal for the new year, and I will try my best to achieve it. I believe that as long as I work hard, I can pick the fruit I want.

I. Work content

Customer service is mainly to serve customers. I have served _ clients this year, which I never thought of. I used to think it was an impossible task, but now I know that it is very simple to complete the work set by the company as long as I work hard. My job is to communicate with customers, solve some of their problems and make them satisfied. Every day's work is the same content, and sometimes you will meet customers who are difficult to take care of, but this is the job in this line, try to be innocent.

Second, the work performance

Third, the working face

In the new year, I need to spend more time getting familiar with the company's products. If the customer service doesn't know enough about the products I want to introduce, how can I make customers believe us? If there is something wrong with my work, it must be that I am not doing well enough, so I have to find my own shortcomings and correct them, so that I can grow up and become an excellent customer service. In the new year, I want to study more, learn from excellent supervisors and colleagues, learn more skills and knowledge about work, and let myself have better working ability.

In the new year, you should work harder. If your work ability is not as good as others, it must be that you are not working hard enough, so you should try your best to speed up your progress in the new year.

Four years' work summary of customer service staff has passed quickly, and I have been in the company for a year before I know it, and I have been busy at the end of these years. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My job involves talking about after-sales xx and dealing with various after-sales handover issues. In the past year, I have learned a lot and accumulated some xx reply and telephone communication skills, which can be effectively completed for many jobs. 10 handled the highest handover data in our group, with more than 9,800 handover data handled in the month of Double Eleven. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the work experience this year is summarized as follows:

First of all, create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As a customer service in an online shop, we communicate with customers in xx words most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.

Second, learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. When we encounter similar situations for customers, we hope to get what kind of treatment results and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

Three, familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

Fourth, finish your job effectively.

Xx is one of our communication tools with customers. Pay attention to the speed of reply when communicating with customers on xx. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact.

Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater.

The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it. The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through xx before selling, communicating with xx also requires a lot of skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In the new year, I will learn from the past lessons, actively participate in the company's training, constantly enrich myself, and strive to complete the tasks assigned by the leaders. After reading the company's annual plan, I also realized the responsibilities of all our employees in the new year, but I believe that my team will definitely do better. In the new year, xx store and xx store are merged into one, and the company's requirements for employees are more stringent. In this atmosphere, I will also try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company.

In the new year, we also hope that the company can provide more training opportunities, let us better understand the company's various work processes, and then bring more benefits to the company.

Chapter 5: Summary of Customer Service Staff's Work Unconsciously, I worked in the call center for more than a year. The work of one year is summarized as follows:

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, rationally allocating resources, and striving 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 related to the needs of customers and the infinite expectations of our customers; The other end is connected with XXX's responsibility and mission, which is the company's sincerity and sincerity to customers. Whenever I help customers solve their doubts and smile, whenever I get their sincere thanks for handling problems for customers, I deeply feel the value of being a customer service representative. Customer service is not only a smiling service, but also a timely answer, which 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 XXX, the call volume increases. In order to ensure the telephone connection rate and the normal operation of the call center, the 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 answering customers' calls. In addition to calling the incoming and outgoing calls of the first line in time according to the connection rate, scheduling and attendance. , to ensure the call center connection rate, for the problems that the first-line agents can't solve, we should do 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 issues, and formulate a unified interpretation and answer standard to ensure the accuracy of the front-line customer service representatives' answers. At the same time, it is necessary to sort out the telephone service-related information in 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 questions online, reduce the time when customers need help during online waiting or transfer, be responsible for answering correctly and timely, collect and feedback the opinions and suggestions of front-line customer service representatives on new services and policies in the call center, and ensure smooth and efficient information transmission in the center.

In addition, I will also assist Mr. Chen in statistical analysis of the business and traffic data of the call center, and make daily, weekly and monthly reports, so that the superior leaders and relevant managers can grasp the relevant data of the call center operation and management in time. Conduct on-site inspection every day, 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 of 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, have been familiar with insurance business knowledge before coming to work here. Therefore, while guiding how to receive newspapers and how to receive consultations, I actively told them some cases I encountered when dealing with problems, and discussed and summarized them. When they asked me for advice on the problems they encountered in their work, I refused.

20xx years have passed, and 20xx years have just begun. There is still a long way ahead. There are still many places that 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 my colleagues, study hard, improve my cultural quality and various work skills, and make contributions to the development of the company. I believe that as long as I am diligent and willing to work, I will definitely make extraordinary achievements in this ordinary post.

Customer service staff work summary: six fights turn. It has been more than four months since I entered XXX. I have been working as a customer service consultant. During this period, I witnessed and participated in the development of the company and the improvement of the system. As an expensive dragon, I am sincerely proud. After four months of work experience, I have accumulated some knowledge and experience about customer service. The summary is as follows:

First, establish a global concept and do a good job.

Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. I think the overall situation of customer service work is to establish corporate image, maximize customer satisfaction and loyalty to the company's products, and at the same time convey corporate cultural image. After I came to the company in July, I received a week's training, including the basic knowledge of drugs, traditional Chinese medicine, compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. Through training, I not only have a deep understanding of the company's products, but also greatly improve my personal ability. At the same time, I have a full understanding of the company's perfect training system and cultural atmosphere. Then I started to do customer service. One of the main tasks of customer service is to answer customers' calls and give professional and enthusiastic answers to customers' questions. The second is to pay a return visit to the customers who have purchased, understand the effect of medication, and provide professional guidance on medication methods. These two points of customer service seem simple, but as a department that directly communicates with customers, it is related to the transmission of corporate image, the satisfaction and loyalty of customers to the company's products, and has a great influence on the follow-up marketing of the company's products.

Second, be good at professional skills and be diligent in thinking and adapting.

With the continuous development of the sales industry, drug sales should also adapt to the sales ideas under the new situation. As a customer service staff, you should be diligent in thinking and resourceful when communicating directly with customers. Give professional answers to customers' drug problems, make correct responses to customers' complaints and other questions at the first time, make customers satisfied and maintain customers' satisfaction with the company's products. Customer service is the work of directly facing different insomnia customers, which requires professional knowledge level and flexible adaptability, and needs to sum up the problems encountered in time. While managing the existing insomnia data at hand, I summarized the knowledge about diabetes according to the fact that most insomnia patients have diabetes. According to the different medication history of insomnia patients in different periods, I summarized the relevant information of commonly used drugs for insomnia. There are also information about insomnia and depression, which are shared with colleagues to increase effective communication with customers. Whether a customer can communicate effectively is a yardstick to measure the professional level of customer service personnel, and it is also an effective means for service personnel to master application knowledge as soon as possible.

Third, be good at communication and improve the quality of work.

Customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. In today's society, a product often has problems due to improper use and operation, and it is often not the poor quality reflected by customers, especially Chinese medicine. If you don't continue to use drugs according to the course of treatment, it is difficult to reflect the effect of drugs. So at this time, we need to find out the crux of the problem, communicate with customers, standardize the use method, convey high-quality service attitude to customers, and avoid customers' distrust of products and even damage the corporate image. Customer service work is mainly embodied in the word communication. Communicating with customers can better understand customers' demand for products and communicate with colleagues, increase work experience and share experience, improve the overall level of the team and improve the quality of work.

Fourth, abide by the company system and actively participate in activities.

You can't leave Fiona Fang without rules. Whether the rules and regulations of an enterprise are perfect or not is directly related to the image and cultural atmosphere of the enterprise, and this system needs to be effectively implemented by every individual member. During the four months of working in the company, as a customer service staff, I didn't ask for leave without reason, and I also finished my work well during the period. Actively participate in various activities organized by the company, such as outward bound training, Ditan exhibition and being on duty every Friday. During the activity, colleagues got to know each other better and the cooperation between teams was strengthened.

In the new year, customer service also needs new working ideas. The first thing is to do a good job, manage the existing customer information, and pay a return visit to the purchased customers regularly, so that they can feel the good effect of the drugs and the after-sales service of Guilong Pharmaceutical. We should also visit other existing customers' information regularly, track their insomnia, and convey XXX's unique idea of treating insomnia to them at any time. Secondly, according to the company's promotion situation, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve your professional level, summarize the insomnia of different customers, and improve your knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with leaders and cooperate with colleagues, and my knowledge level and work level will be improved. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect service system can enterprises be invincible in the competition. In the new year, I hope that under the leadership of leaders and with the help of colleagues, I can go to by going up one flight of stairs and make contributions to the development of the company.

As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable and unreasonable. At the beginning of dialing the wrong number, the mood of every day will change with the things they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone.

I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. In the customer's words, with such a heavy word guaranteed by my personality, I immediately said: Sir, I believe you … and wrote down his personal ID number in detail, telling him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes is by no means a statement of "Sir, I can understand your feelings", but a sense of responsibility and good judgment and execution are needed to truly realize customers' wishes and enhance the company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.

To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Understand the customer's psychology, let me understand from experience that I am sorry. I'm really sorry. It is not easy to arouse customers' disgust. It is more acceptable to say that we transfer to the business department, or that we transfer to xx department (directly named department) to handle it for you, than that we transfer to relevant departments to handle it for you. Users will feel that it is not perfunctory.

I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group in their prime, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.

Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.