How to write personal annual work summary of customer service department?

The object of summary is the work or task completed in the past. When summing up, we should try our best to grasp the overall situation and understand the whole working process through investigation and research. Only in this way can we make a comprehensive summary and avoid generalizing. The following small series will share with you some personal annual work summary of customer service department. Welcome to read!

Personal annual work summary of customer service department 1 how to write?

In _ _ _ years, with the strong support of company leaders and the solidarity and cooperation of all departments, and with the efforts of department employees, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and the goals and plans formulated at the beginning of the year were successfully completed. By the end of, 65438+February, 65438+September, 3 12 households had gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces. The following is a summary of the completion of important tasks:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent by using the short message group sending tool, so that the intention of the notice was sent in time, in detail, with clear expression and accurate words, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Third, the owner missed the project complaint handling work.

Before August 18, in * * years, 86 maintenance contact sheets for missing projects were issued, and 28 maintenance completion receipts were received from the engineering department of the development company, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 repair orders, and the owner complained that the repair rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Four, the basement flooding accident treatment work

On August 4th, _ _ _ basement water seepage accident * * * caused property losses of 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century. As of June, 65438+February and 65438+September, our department visited 38 households and issued 38 opinions on property services. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Six, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park. Handled the certificate of social household registration change for the owner of 10.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

Summarize the shortcomings, problems found and difficulties encountered in the work.

1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.

Second, the owner's follow-up and feedback on various missing projects are not timely enough.

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

How to write the personal annual work summary of Customer Service Department II?

In a blink of an eye, 20 years have passed in our busy work. Looking back on the customer service department of property management company for 20 years, it can be said that various management functions have been further developed and continuously improved. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of the preliminary improvement of various rules and regulations in 20__, the focus of 20__ is to deepen implementation. Therefore, the customer service department will deepen the knowledge and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Make use of the weekly meeting time of customer service department to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".

Third, the daily maintenance processing

According to the workload statistics of each weekend, "Daily Reception" has received more than ten kinds of maintenance. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. _ Collection of district property fees

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in _ _ District. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, we completed the quarterly work of water meter reading in _ _ district as scheduled, and completed the new task assigned by the company-the first work of water meter reading in _ _ _ district.

Six, _ _ _ area bottom commercial rental.

We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.

Seven. Take back some buildings

In June, the building was recovered; At the same time, we have completed the relocation of some buildings (_ _ units) in _ _ District.

Eight, "Earthquake Day" organized fund-raising activities.

After learning the news of the _ _ earthquake, the leaders of the property management company immediately decided to hold a fund-raising activity of "Dedicating a love for the people in the disaster area" in the community, which was completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine, during the festival, the park decoration and layout.

Actively complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival attracting young people's attention), and bought Christmas trees and various decorations in the community lobby.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company, and put forward reasonable suggestions.

In a word, on the basis of 20__ years' work, we are full of confidence and hope for 20__ years. In the new year, we firmly believe that as long as we work hard, immerse ourselves in hard work, actively explore and be brave in making progress, we will certainly be able to complete all the work indicators issued by the company with "hard work".

How to write the annual work summary of three people in customer service department?

20 years of work is coming to an end. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service.

Since the beginning of this year, the company's manager's office has continued to pay equal attention to business development and housekeeping management, realized the management mode of * * *, led all the customer service staff to forge ahead in unity, and made certain achievements in customer service management, which fundamentally improved the customer service level. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects.

First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.

An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has focused on improving the system, and continuously increased the service assessment by increasing the implementation of the system to further improve the comprehensive quality of customer service personnel.

Personal Work Summary of Insurance Company In view of the problem that some tellers in our company still have nonstandard service etiquette at the counter, our customer service department focused on the service norms of all customer service personnel, and made some intensive training for customer service personnel from several aspects such as strengthening service awareness and strengthening service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.

Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.

In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.

Third, service-oriented, promote sales, and combine daily business processing with service work.

According to the document spirit of the parent company, our company has launched the "1+n" service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities. In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.

Four, starting from the service itself, "all for customers", and constantly innovate the service content.

1. Actively cooperate with the branch to do vip customer work. In order to further build the company's vip customer service system and provide added value for vip customers, please keep this marking service. Branches carry out activities to provide preferential services to vip customers in the region. Through this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.

2. The company's claims department has made the "door-to-door delivery of claims" work more detailed and updated, actively paved the way for the expansion of student insurance business, and continued to pay attention to some more influential cases in society, which truly reflected the company's humanized claims service.

Busy work, both achievements and shortcomings, while making a good summary, we should continue to improve. Now, combined with the gap in the past 20 years, we will make the following arrangements on how to improve our work:

(1) Pay close attention to the implementation and execution of various business management-related documents issued by branches, continue to do a good job in training the professional knowledge and skills of customer service personnel, especially newcomers, and improve the overall comprehensive quality of service personnel.

(II) Cooperate with the company's three sales channels of group insurance, intermediary and individual insurance to carry out various business competitions, better provide strong business support and backup guarantee for business development, actively cooperate with the company's three sales channels of group insurance, intermediary and individual insurance to carry out various business competitions, and fully promote the sustained and healthy development of the company's business.

(3) Service-oriented, promote sales, closely combine daily business processing with service work, and fully interpret the service connotation of "1+n" of China Life.

1. Cooperate with the implementation plan of the bank-mail transfer charge and transfer payment project implemented by the branch in the whole region to ensure the smooth implementation of this project.

2. Ensure the smooth progress of Liang Hong due payment, insurance transfer and bank and postal transfer payment. At the same time, in order to increase the activity of sales staff, tap and accumulate customers, effectively integrate customer resources, do a good job in the secondary development of customers, and strive to promote the guarantee, laying the foundation for a good start in 20 years, thus further improving the company's service quality and enhancing customers' satisfaction with the company.

3. Further strengthen counter management, create a good learning atmosphere, organize training and self-study, establish systematic training courses, and encourage employees to continuously improve their comprehensive quality.

In a word, the development idea of customer service department next year will be based on strengthening the construction of customer service team, focusing on strengthening the quality assessment of counter service, backed by personnel management means and based on education and training, actively promoting the standardization of counter workplace, constantly innovating service methods, establishing scientific, perfect and strict quality management methods and supervision and assessment mechanisms, improving customer satisfaction, enhancing counter operation ability, preventing operational risks, and establishing a warm and sincere service image of China Life Insurance, so as to make the counter.

How to write personal annual work summary of customer service department?

In a blink of an eye, I have been working in China Telecom Broadband Maintenance Department for one year. During this year, I learned a lot about broadband. In order to better complete the work, sum up experience, foster strengths and avoid weaknesses, and improve their business skills, the work is summarized as follows:

I. Work report

Since I worked in _ _ _ _ _ _ _ _ _, I have finished my work seriously, studied hard, thought positively, and my working ability has been gradually improved. When I first joined the company, in order to cooperate with the binding of adsl and port, I went to the client with the staff of Bailuda Company to find the mac address of the user's machine network card. Thereby ensuring the correctness of the port and the accuracy of the data, and laying a solid foundation for the smooth binding of the port in the future.

Then I did some resource work on the Internet. Including the establishment of module office and the internal and external connection of dslam equipment. These jobs make me more proficient in using the customer service system. Moreover, I have a certain understanding of the equipment in the computer room, which gives me a more sensory understanding of the upper equipment.

When the branch moved to a new office, the company's internal office network was handed over to us for maintenance. In order to open every information point, I learned more network knowledge and improved my practical ability.

At the same time, in order to ensure the timely and normal use of all information points and let the company's leaders and comrades work in the new office environment as soon as possible, several colleagues in my class and I worked overtime to complete this arduous task.

After working in the new office environment, I also started a new job-fault pretreatment. This work enabled me to master the basic adsl technology. Can handle most client failures. In order to solve some problems that can't be handled by foreign classes, I work with foreign class staff and clients in the computer room.

In the user's home, every sentence represents the company image. So in practical work, I always strictly demand that I be cautious.

In addition, the fast running of the train depends on the front of the train. As a result, there are many shortcomings in both professional ability and ideology. In these aspects, I got the correct guidance and help from the department leaders and the old employees of this department, which made me improve my working ability, clear the direction and correct my attitude. Therefore, it laid a good foundation for my development.

Second, the work experience

After stepping into a new job, after a year of exercise, I have more and deeper understanding of this job. Everyone has different understanding and feelings about work or career, so do I. For me, I usually grasp my own ideological context from two angles.

Secondly, the problem of ability, which can be divided into professional ability and basic ability. I can illustrate this problem with a simple example: for a camel, its professional ability determines its viability in a desert environment, while its basic abilities, including adaptability, perseverance and natural vigilance, determine how long it can survive in a desert environment. Specific to people, professional ability determines whether you are suitable for a job, while basic ability, including self-confidence, cooperation ability, responsibility ability, adventurous spirit and development potential, will directly determine the vitality of this job.

A successful person in his career must be a person whose two abilities can develop and operate harmoniously.

Three. Goals for future work

I will redouble my efforts to learn professional knowledge, master more business skills, and lay a solid foundation for future work.

Style, can abide by the rules and discipline, unite with colleagues, seek truth from facts, optimistic, always maintain a rigorous and serious work attitude and meticulous work style, hard work. Carry forward the fine tradition of being hard-working and helpful in life, always be honest, diligent, hard and simple, always remember your responsibilities and obligations, be strict with yourself, and strive to complete the tasks assigned by the leaders at any time.

With the deepening of port binding work and the development of new work content, it can be expected that our work will be more arduous, with higher requirements and wider knowledge. To this end, I will work harder, study hard, strive to improve my cultural quality and various work skills, and make due contributions.

In the future, I will devote myself to my work with a brand-new mental state, study hard, improve my work efficiency and master my business ability. Actively respond to the company's measures to strengthen management, abide by the company's rules and regulations, and do a good job.

How to write personal annual work summary of customer service department?

Time flies, the work of 20__ will be over in a blink of an eye. With the guidance of leaders and the support of various departments, the expected work objectives and work plans at the beginning of the year were basically completed. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of the property, improved the communication with the owners, and properly handled the disputes related to the owners around the issues of early property management, repossession, maintenance of legacy projects and property fees. All the work of the department has been improved, the enthusiasm of employees has increased, and the satisfaction rate of owners has also increased.

I. This year's work is summarized as follows

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees. Strengthen communication with employees, and regularly comment on employees' work, which effectively stimulates employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Take various forms and measures to consolidate and improve property fees. This year, the property fee of RMB 6,543,800+0.4 million has been collected. To sum up, we mainly pay attention to three aspects of cost management. First, the forms of fees are diversified, and fees are collected through SMS platforms and door-to-door. In the past, the customer service department mainly used the way of calling and placing orders to inform customers, which had the problems of low charging efficiency and poor enthusiasm of car owners to pay fees. Second, the charging measures are service-oriented and promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, by arranging a special person to be responsible for the collection of management fees, we will focus on following up the collection of management fees, stimulate the enthusiasm of employees and improve the level of fees.

(3) Strictly grasp the service quality and level of customer service personnel and create a good service image. The customer service department is the bridge and information center of the property management company, which plays a role in connecting the inside and outside. The service level and quality of customer service assistants directly affect the overall work of the customer service department. Since the second half of this year, on the basis of doing a good job in charging fees, our department has focused on employee service management, strictly requiring employees to conduct self-inspection and mutual inspection on dress and etiquette before going to work, so that customer service assistants can maintain a good service image, strengthen the training of customer service specialists in language, etiquette, communication and problem-solving skills, and improve the service quality of customer service assistants.

(4) Successfully completed the owner's check-in/check-in service, which laid the foundation for the overall work of the customer service department. From the end of March, the customer service department will be responsible for distributing materials, signing contracts and handling disputes between owners. A total of 1739 households were recovered, all procedures were basically handled in time and accurately, and the owners were basically satisfied with the settlement of various disputes. Before formally handling the building repossession, our department worked overtime to prepare occupancy materials, agreements and other documents, formulated a detailed and unified statement, and organized several occupancy drills. In the process of handling the formalities, the customer service assistant learned and mastered the owner's family characteristics, customer group types and basic economic conditions through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service assistant patiently explained to the owner, answered the questions raised by the owner and showed the owner a good customer service image.

(V) Work closely with all departments to do a good job in internal and external contact and coordination of property management companies. The important function of customer service department is to contact the property management company with the owners, developers and other external work, and provide services to the owners in time through feedback information. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low. Through the work practice of the department for more than half a year, the service level of customer service assistants is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is insufficient.

(2) The property charging rate is not high. Judging from the current charging level, the main factors are the low charging rate, the problems left over from the previous and daily services have not been solved in time, and the overall service level of the project is not high.

(3) The department management system and process are not perfect. In the past six months, the department has focused on the work of charging and recovery, thus ignoring institutionalization. At present, the system of employee management, service standard and operation flow is not perfect, which affects the work efficiency of the department, the sense of responsibility and the enthusiasm of employees to some extent.

(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.

Three. 20__ Key points of work plan

20__, the key work of our department is to further improve the level of property fees, which will be increased on the basis of 20__ _; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

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

(two) to further improve the level of property charges, to ensure that the charging rate reached about 90%.

(3) Strengthen departmental training to ensure that the professional level of customer service assistants has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 20 years, we had hardships and sweat in our work, but we gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.