Summary of customer service annual work

Customer service annual work summary is short by 5 articles.

Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. How to write a briefing on the annual work summary of customer service? Next, I'll bring you a brief summary of the annual work of customer service. I hope you like it!

Short selected articles of customer service annual work summary 1 Time flies, time flies. With the busy pace of time, 20 years have quietly ended, the bell of 20 years has rung, we have entered a new year, and the busy and fulfilling customer service work life is about to begin. At the end of this year and the beginning of this year, looking back on the past year, with the correct guidance of superiors and the help and support of colleagues, the sales tasks assigned by the company were basically completed, and the technology and work were also improved to some extent.

Looking back on the harvest of this year, let my future work be steady and steady on the healthy road and continue to forge ahead under the leadership of the company; The pressure and frustration of this year also made me feel my own shortcomings and the importance of studying and working hard. According to the requirements of superior leaders, my specific work in 20__ years is summarized as follows:

First, personal work experience

20__ years is an extraordinary year for me personally. Since the beginning of the year, I have been doing customer service and have been very busy. Looking back on 20 years, I was mainly engaged in sales and customer service. Through this year's sales customer service work, I realized that for a sales customer service, doing customer service work feels like a person who has learned to eat Chili. The only thing I feel the most in the whole process is spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee.

Encountering such setbacks at work makes me stressed, but at the same time it also makes me greatly touched and inspired by my work. For a while, I called to explain the function of the software at work, sent text messages after work, and played emotional cards. Finally, the day before the customer finally agreed to pay the company, because I typed the wrong money, the customer was unbalanced, which led to the cancellation of the cooperation. It also made me stop pushing hard and wanted to let my customers slow down, but the next day I made a deal in Shanghai. This incident has hit me particularly hard! I kept looking for problems and reasons, and almost wanted to give up this customer, but I didn't realize that it was my own problem and complained. Later, I learned from the customer that I misunderstood what he said at that time, because of my preconceptions, I felt that the price difference was big, I felt that the customer would not accept it, and so on, and these were just my thoughts, not the customers' thoughts. Fortunately, there is still room for recovery. At my insistence, the customer finally agreed to return the goods in Shanghai and buy them from me. From this matter, I think over and over again, sum up my own shortcomings, and realize that only by fully recognizing my own problems in my future work and improving and solving them can I improve my personal sales performance.

Second, the sales performance

In 20 years, I basically completed the sales tasks set by the company, and achieved good sales performance, which was fully recognized and affirmed by the superior departments and colleagues, and won some honors. But judging from the specific monthly sales performance, my work performance in X and X last year was not ideal. The main reason is that they are lazy to think in the current month and quarter, do not actively carry out sales tasks, feel that there is no prescribed task pressure at work, and their work attitude is not positive. And in X month of that year, I took a vacation 15 days, which delayed the sales task and didn't adjust my mind after the vacation. In this regard, I deeply understand my own problems and reflect on my situation many times. On 20__, I will try my best to successfully complete the monthly sales task.

Third, the work content

Over the past year, I have insisted on doing a good job of after-sales service with users who have purchased _ _ software, explaining all kinds of problems encountered by users in the process of using the software as patiently and in detail as possible, and trying to do a good job in QQ remote processing. Give full play to your work enthusiasm when you receive the on-site course, assist users to use software to analyze their stocks, and strive to let users renew their fees on the basis of service every year. In addition, in the past year, I firmly completed the sales task arranged by the customer service department, and through my unremitting efforts and patient communication, my company's software sales have been re-developed among the user groups, which has made due contributions to ensuring my good sales performance in _ _ Co., Ltd.

Fourth, their own shortcomings and future plans.

It's been a year and a half since I came to work in Guangdong. During the period, although we were able to complete all the tasks arranged and deployed by the company, we achieved enthusiastic service, after-sales patience and good sales. However, in the specific work process, through some personal setbacks and pressures, I fully realized my shortcomings and problems. First of all, I have some problems such as bad temper, and sometimes I have conflict psychology when I meet some problems such as unsatisfactory work distribution. Besides, I also lack patience when I meet old users who ask about computers. In this regard, I feel very guilty and repent. In the future work, I will further correct my temper problems, learn from teachers and seniors, and ask for sales skills and coping skills. Further strengthen their affinity for customers, constantly improve their communication skills and working methods, deepen their study of securities theory knowledge, improve their professional analysis ability and business level, and ensure that they get good results in their future work.

Suggestions of verb (abbreviation of verb) on company management

In order to do a better job in the future sales tasks, it can actually enhance the company's sales enthusiasm in the group and improve the company's sales performance. Based on my working experience of _ _ years, I would like to make the following suggestions to the company. Our company has a good reward and punishment system for sales management. The punishment system of our company is very specific and detailed, and Zheheng has promoted the management of our company. But at the same time, if we can further improve and implement the reward system, ensure that the tasks of each month are different, make up for the imperfections and deficiencies of the system, and ensure the implementation of the system, not just words. It will be publicized and implemented in time. If the reward system is incentive, not negative, it will better promote the sales enthusiasm of our customer service staff, and will enhance the serious and responsible work of customer service staff and effectively improve our sales performance.

2 __ years will soon pass. Looking back on the work in the past year, I am deeply touched. Time flies, I have been working in Ruihe Property for more than a year before I know it. 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.

Looking back, it seems that just yesterday, I applied for the customer service position of Ruihe Property, and now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a member who is familiar with customer service work.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form; 3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback; 5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

_ _ Annual Work Summary Personal Work Summary Teacher Year-end Summary Party Building Year-end Summary Doctor Year-end Summary

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. 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. In Ruihe Property, I deeply realized the true meaning of professional 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.

In this year's work, I deeply realized the importance of details. 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. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the 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 layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In this brand-new year, I will try to correct the shortcomings in my work in the past year, constantly improve myself, and focus on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of photoshop and coreldraw software;

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

5. 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 the excellent team of Ruihe Property. Ruihe's cultural concept and the working atmosphere of customer service department 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 and surpass myself in the new year's work and make greater progress with the company!

I started my job at the beginning of 20__, and it has been more than a year. A year ago, I knew almost nothing about the job of customer service in telephone business, and I didn't know much about this industry. However, now I have been able to solve problems for customers as a commercial customer service specialist and provide backstage support for front-line colleagues, all of which are inseparable from the enthusiastic help of leaders and colleagues.

From the time I first entered the company and was still in the induction training, I was worried from time to time whether I was qualified for this job. I'm afraid I can't fully familiarize myself with the company's business knowledge in a short time and provide satisfactory service to my customers. However, under the patient guidance of the training teacher, I also passed the business knowledge examination at a faster speed, and finally I will officially take up the post of commercial customer service and formally become a _ _ commercial customer service specialist.

Everything is difficult at the beginning. I still remember the nervousness of receiving a phone call from a customer for the first time. However, no matter how nervous I was when I heard the phone ring, I got up the courage and pressed the answer key. After hearing the eager inquiries from customers, I understood my responsibility, ignored my nervousness and quickly searched for the information that customers needed. After a period of adaptation, I was able to overcome my nervousness and start working according to the normal scheduling time like other members of the group. Different from before, I need to switch constantly before morning shift, day shift, middle shift and night shift, but these have not brought me much trouble. In addition, during this period, it is also a great gain for me to get along well with my colleagues in the group and help each other learn from each other.

However, it is worth mentioning that although I have been in contact with commercial customer service for nearly a year, I still have a lot to improve, and I still need to strengthen and improve my business ability through continuous learning. For example, in the process of high-intensity continuous contact with different customers, emotions will inevitably fluctuate, and facing a customer for a long time may also show impatience. Controlling emotions and maintaining a good service attitude are the most basic requirements for a commercial customer service staff, so I will strengthen my cultivation and ability to control emotions in this respect in the future.

In the new year, the promotion of oneself is mainly divided into two aspects. On the one hand, strengthen professional ability through self-study and training, so as to better serve as a bridge between the company and customers and play a communication role; On the other hand, in terms of working attitude, through more exchanges with old employees, I humbly ask and learn their experience and skills in providing services to customers, so as to improve my service quality and become an excellent commercial customer service staff.

Over the past year, with the care and support of the company and department leaders, and with the cooperation of various teams and groups, the Commercial Customer Service Department has actively played the functions of document management, customer reception, complaint handling, maintenance scheduling, vehicle management, comprehensive coordination, logistics support, publicity, etc., and completed all the work with high standards and specifications, which has played its due role in the overall work of our department. According to the requirements of the company's management system, the main work during my tenure is summarized as follows.

First, based on service, strengthen awareness.

The commercial customer service department is the hub of external service and the work of various departments of the company. With complicated affairs, extensive contacts and concentrated contradictions, we often encounter some urgent but very difficult problems, so we need to establish a set to keep all aspects of work under effective control. Assist the headquarters to formulate a series of systems such as vehicle management and user reception, and constantly strengthen the normative consciousness of each staff member through the formulation of various rules and regulations, so that every comrade can work in an orderly and standardized manner.

Second, strict text management.

Draft comprehensive documents and other written work, be responsible for meeting minutes, manage department blogs, and do a good job in receiving, registering and printing documents issued by the company. Responsible for the propaganda work of the headquarters, sending work information to the industry department of the group: submitting and checking statements to the enterprise management department on time every month; Summarize the weekly, monthly, quarterly and annual data of the department in stages; Submit, study records, overtime records and shift attendance sheets to the Human Resources Department according to the specified time; Submit the work records of ordinary migrant workers to the finance department every month; Organize and bind the work ledgers and records of each team in stages, call in and call out work contact sheets and various briefing materials.

Third, serve those who call and visit well.

Take every user's call seriously, warmly receive every visiting masses, register the problems reflected by the masses in time, immediately coordinate the relevant business departments to deal with minor problems, report major problems to the minister in time, and immediately implement them in relevant offices and supervise them after the leadership gives instructions, so that every user's problems can be answered satisfactorily.

Fourth, actively respond to the company's call and go all out to complete various temporary tasks.

On the eve of 1._ _, _ _, _ _ and other important activities, actively cooperate with and participate in the activities of delivering services to major hotels and schools.

2. Actively participate in the company's cultural activities, not only responsible for the logistics of the Ministry's programs, but also participate in the rehearsal and performance of the company's programs. Although busy and trivial, I have never affected my work and rehearsal for my own reasons.

3. Be responsible for the hygiene of the manager's office before the department integration in X month. Cleaning the office is not heavy, but I can't get off work on time every night and go home as soon as possible. It takes a certain amount of perseverance to persist.

Over the past year, comrades in our bureau have overcome various difficulties and done a lot of work, but there is still a big gap between the requirements of company leaders and the expectations of comrades, and the service awareness and work efficiency need to be further improved. In the future, I will lead the team members to work more solidly, constantly sum up, carry forward their advantages and move on. Anxiety but not impetuous, anger but not symmetry, exultation, easygoing but not blind obedience, self-confidence but not stubborn, straightforward but not rude, with a normal heart, tolerance and responsibility to face all tedious work.

I believe that no matter how bumpy the road ahead is and how heavy the work is, I can always be strict with myself and contribute to the deepening reform of our company!

Summary of Annual Work Introduction to Customer Service Work 5 I started to take over the work of customer service foreman in the property customer service department from 1 June, 20__, and was responsible for the management of customer service group, cleaning group and maintenance group. It lasted for 8 months, from groping to familiarity, learning by doing. In every step of my progress, I have been warmly helped by company leaders and colleagues, and I have also been supported and recognized by most residents. In these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist, and keep a log of handover work.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang cooperated with the owner to buy materials in violation of regulations again and again (we generally require the owner to prepare materials himself), rode a battery car to the building materials market to find supporting materials, and never applied for tolls and labor fees. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report to the school for preparation on issues such as convenient drying in public areas of residential areas.

Sixth, standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, publicity and cultural work

Unity and cooperation, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, United and innovative team, improve the quality of property services, publicize the work of the property and the service concept of the center, ensure smooth communication channels, adhere to the correct service concept, and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.