After-sales customer service work summary template for the first half of the year

After-sales customer service is a way to maintain high quality, so will you write a summary of after-sales customer service work in the first half of the year? The following is a template for summarizing the after-sales customer service work in the first half of the year, please refer to it!

Summary of after-sales customer service in the first half of the year

As we all know, at present, the 4S stores in xx are developing like mushrooms after rain, and people's consumption concept is becoming more and more rational and mature, and the requirements are getting higher and higher. Summarizes the after-sales service work summary and work plan of 4S shop in the first half of the year. Half a year has passed in an instant. In the past six months, we have seen the cruelty of the market economy. As Loudi Yusen Automobile,

Sales Co., Ltd. is also experiencing the severe test of the market, but my Buick after-sales department withstood the pressure and completed all the tasks in the first half of the year with the joint efforts of company leaders and all cadres and employees.

The following is my analysis report on the performance of our department in the first half of 20 10:

First, the status quo of Buick after-sales operation

The year-end task of Buick after-sales in 20xx is xx million. By the end of June 20 10, our actual output value was RMB xx, accounting for xx% of the annual plan, which was basically consistent with the forecast at the beginning of the year.

Among them, the total number of units entering the factory is xx, and the total working time of the workshop is xx (machine maintenance: xx, sheet metal: xx, paint: xx). Our spare parts sales amount is xx yuan, including material cost (excluding tax) xx yuan and material gross profit xx yuan, which accounts for xx% of the annual spare parts task.

Second, property maintenance costs.

In order to strictly control the cost, our Buick after-sales department has formulated a complete property equipment maintenance system, regularly checking all property equipment and solving problems in time.

Solve the problem, avoid the problem from small to large, resulting in greater losses. Therefore, in the first half of the year, the maintenance cost of our Buick after-sales property equipment was only xx yuan, which was a result of Qi Xin's concerted efforts to make the property maintenance cost not exceed the standard and save money.

Third, the status of human resources

At present, many companies have problems such as high personnel mobility and human resource allocation. After the Buick is sold, all the employees are xx, including xx managers and xx employees (in addition to managers, xx receptionists, xx mechanics, X body panel painters, X warehouse keepers and cleaners), and the above personnel do not include interns. After the sale of Buick, I also faced the problem of insufficient personnel in key positions. Therefore, in the second half of the year, we will continue to strengthen the training and leadership of employees in all aspects, and cultivate and explore new talents from within the enterprise to better serve the company.

Summary of after-sales customer service in the first half of the year II

This internship is my graduation internship. I hope that through this internship, I can learn and apply the comprehensive theory again during my school days, try my best to adapt to and master the knowledge outside books, increase and expand my knowledge, and increase my contact with the society, so as to lay the foundation for stepping into the society in the next step.

This internship mainly includes the following work:

1, call back work content:

According to the archives, the first regular telephone tracking service for customers is generally selected within two days to one week after the customer's vehicle leaves the factory. Tracking services include: inquiring about the use of customers' vehicles, evaluating our services, informing each other about driving and maintenance knowledge, or making suggestions on reasonable use, reminding customers of the next maintenance time, and welcoming to keep in touch and inform customers of the company's free preferential service activities for customers. Keep records and statistics of tracking services. Before the call ends, we should pay tribute: "Thank you for your support and trust!" Experience: call back, be polite, respect customers, and talk to customers at their convenience without coercion; Call back should be prepared, targeted, not rambling, concise and to the point, and the tone should be cordial and natural. We should be good at understanding relevant market information in conversation and discovering potential service consumption demand. And report to the leader in time.

2, customer consultation and complaint handling work content:

Customer telephone consultation on maintenance business problems; And pay attention to write down the customer's work address, unit and contact phone number for future contact. Experience: Listen carefully to customers' opinions and make registration and records. After listening to the opinions, give an immediate reply. If you can't handle it immediately, you should first say hello to the customer: apologize and clearly indicate the time for your next reply. When handling complaints, don't judge subjectively, don't argue with customers, and be calm and rational. At the end of the complaint dialogue, I salute: "Mr. (Ms.) XX thanks for your trust and will give you a satisfactory answer." Whether the customer is satisfied with our reply should be recorded.

3. Fill in and submit the return visit report: weekly and monthly return visit times, satisfaction records, statistics and monthly statistical analysis reports. Experience: Complete the report according to the specified time, the daily report will be completed before work on the same day, the weekly report will be completed before work on Saturday, and the monthly report will be completed before the end of the month. Statistical data shall be accurate and complete, and shall not be estimated or omitted.

Through this internship, I learned the following points:

1. The first is the transformation of personal roles and the change of the whole interpersonal relationship? Students in the school have become interns in unknown fields, and the familiar campus has become a strange enterprise unit. People around us have also changed their roles: teachers have become leaders, classmates have become colleagues, and they get along in completely different ways. In this transformation, the cognition of communication is very pale. So for the first time, I feel that I am not as good at communication as I thought. Of course, it takes a process to adapt to the new environment, so I believe that time and practice will enable me to quickly complete this role change and truly integrate into a completely different social environment from my school.

2. While trying to adapt to the new environment psychologically, the biggest experience is the harvest in actual work. Especially in the process of internship, I have greatly improved my ability to use words. Language is a tool for people to exchange ideas. Words speak the truth, and words are a mirror of people. Customer service pays a return visit to different types of customers every day, and mainly relies on the tool of language to communicate with customers. Is the language of the customer service specialist warm, polite and appropriate? It directly affects the image of itself and the company. If you just use politeness mechanically, there is no sincerity, which will only have the opposite effect and affect the customer's satisfaction with after-sales service.

Go out of school and step into society. Don't expect too much of yourself. Because the greater the expectation, the greater the disappointment, but appropriate expectations and ambitions are still very necessary. I can't imagine how many books I read, how many words I wrote and how many classes I attended at school. I am amazing. After all, I am still a fledgling girl, without any practical experience, far behind my predecessors.

School life has just ended and social life has just begun. After entering the society, we should keep learning, growing and expanding our knowledge, so that we can have a place in the society.

In a word, the graduation internship gave me valuable work experience for the first time in my life. Although I still have a lot to learn and a lot of lessons to absorb after entering the society, I think I have made enough preparations, both psychologically and technically. The competition in modern society is cruel, but as long as I work hard, my career will surely have hope to blossom and bear fruit of success? I believe.

Summary of after-sales customer service in the first half of the year III

With a flick of a finger, the first half of the year hurried past. Looking back on my work in the first half of the year, I deeply realized my responsibility as an after-sales service person. As after-sales service personnel, not only after-sales service, but also related to the company, related to product maintenance and improvement. It is also to improve 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. The work in the first half of the year has made great progress compared with the past, but there are also shortcomings. Let's summarize the after-sales part first.

1: Do a good job and establish a sense of the overall situation.

No matter what work you do, the first and most important thing is to establish a sense of the overall situation. To establish a global awareness is to establish a corporate image and take the customer's satisfaction with their work as the greatest boast.

2. Good at communication.

On-site technical service personnel should not only have strong technical knowledge, but also have strong communication skills. A product is often caused by improper operation, and it is often not a quality problem such as customer response. So at this time, it is necessary to find out the problems, communicate with customers and standardize the operation, so as to remove the distrust of the products and the impact on the corporate image. Achieve a satisfactory corporate image for customers.

3. Have professional skills and be diligent in on-site inspection.

With the continuous development of the electronics industry and the increasing competition, how to do a good job in after-sales service is also a strong card to strengthen the company's competitiveness. As technical service personnel, we should be diligent in on-site observation, think independently, communicate with colleagues more, and strive to improve our level.

4. Proficient in technical knowledge and practical work.

I have gained some experience in my past work, and my mentality is very important in my work. It is very important to be enthusiastic, approachable, positive and peaceful when working, which is conducive to promoting work progress.

Summary of after-sales customer service in the first half of the year IV

Time flies, it has been half a year since I came to the company unconsciously, and the busy time of these years has ended. 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 work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. 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 better complete my work and create more benefits for the company, I will summarize my work experience this year as follows:

1. Create a good image of the store.

Customer service is the first contact when customers enter the store. Every word and deed of customer service represents the image of the company, and customer service staff use it to comment on the first element of 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 customers as friends, not objects. As the customer service of the online shop, we communicate with customers in Wangwang dialect 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.

2. 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.

3. Be 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.

4. Finish the work effectively.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. 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.

Summary of after-sales customer service in the first half of the year

In a blink of an eye, the first half of 20xx will be over. Looking back on my work in the past six months, I have been strict with myself under the leadership of the company leaders, with the assistance of my colleagues and the cooperation of various departments, and completed the work well according to the company's system requirements.

After half a year's study and work, we have made a new breakthrough in our working methods and changed our working methods greatly. Now let's sum up our work in the past six months. After-sales service is the 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. The following is my summary of after-sales service in the first half of the year.

First, the initial after-sales period

1, delivery: This seemingly simple work has its importance. According to the customer's demand, we usually send the goods to the place designated by the customer or agent, and there is no service engineer to ride with us. Be sure to contact the customer or agent in advance, confirm the contact person and contact information, discuss how to receive the goods, and ensure that the customer or agent can adjust the receiving time during this period. So when communicating with customers, you can put the time back a little.

2. On-site delivery. After the goods arrive at the customer or agent, the company shall arrange engineers or after-sales service personnel to inspect the equipment together with the legal person of the customer or agent and its technical director to check whether the appearance of the equipment is damaged during transportation and the quantity of the goods arrived. At the same time, debug and install the equipment, do a good job of service docking between customers or agents and the company, and clarify the specific service requirements of our company for customers or agents.

Second, the after-sales period

1, customer training, new equipment should be regularly trained for customers, so that customers can master the specific requirements of the company's equipment operation and technology at the first time.

2. Handling of equipment problems. In principle, minor product problems outside the warranty period need to be solved by customers themselves. If there is a serious problem, the company needs to send someone to solve it. You can send someone (but the production cost needs to be charged. Note: It is charged according to the consumption level of each region, such as Beijing, Shanghai and Guangzhou). Maintenance and replacement within the warranty period require relevant photos and fault reports.

3. Equipment maintenance requires customers to maintain the equipment sold in accordance with the instructions, and have relevant maintenance materials and photos.

Third, the after-sales period

Call customers from time to time to ask about the use of equipment! Give timely explanation and reply to the problems that arise. After-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network.

Four. Work plan for the second half of the year

(1) working policy

Establish product service image, improve after-sales service skill level, and upgrade your after-sales service ability to a new height and level.

(2) Work objectives

According to the requirements of the company's overall planning for business objectives, the after-sales service objectives are quantified as follows:

1. During the warranty period, the return visit rate of customers is 90%.

2. The service satisfaction rate is over 80%.

3. The timely service rate during the warranty period is over 80%.

4. After all the new equipment is handed over, the training compliance rate reaches 90%.

5, actively do a good job in the storage and distribution of all kinds of equipment and accessories, establish their own independent spare parts warehouse of after-sales service department, and can not be mixed with the spare parts warehouse of production department.

6. Grasp the performance of the company's new products, prepare the technical data of all kinds of equipment, and in the process of distributing them to customers, let customers have an understanding and understanding of the new products while training them.

7. Learn and master the performance and technical requirements of the company's new products in order to better train customers.

(three) the specific implementation plan and focus of work

1. It is required to create all product files. After-sales service records the operation, quality and service status of ex-factory products in the service process, which should be sorted out in time and classified into ex-factory product files.

2. Establish detailed product configuration and service terms, factory date, serial number, main configuration, customer unit, name, contact person and telephone number.

3. Track and feedback the operation, quality and service status of all equipment delivered by our company in time.

4. Constantly put forward suggestions and requirements for improving products.

5. Make statistics and analysis on product maintenance services during and after the warranty period every month, so as to provide effective data for the company to improve and improve products.