Model essay on customer service work and experience

Personally, I have some feelings about this internship, and I also summed up some experience about my current work. The following is a sample essay on customer service, which I compiled for you, for reference only. Welcome to read it.

The feeling and experience of customer service work. The era of model essay is about to pass. With the support and help of company leaders and colleagues, I kept learning theoretical knowledge, summed up my work experience, strengthened my self-cultivation, strived to improve my overall quality, strictly abided by various rules and regulations, and fulfilled all the duties of my post. My work this year is summarized as follows:

I. Work attitude

I love my job, I can treat every job correctly and seriously, I have a high sense of professionalism and ownership, I abide by labor discipline, make effective use of working hours and ensure that the work can be completed on time.

Second, business skills.

Do more and learn more: I just arrived in the company, and this job is a new challenge for me. But in order to get started as soon as possible, I am not afraid of trouble, ask the leaders, learn from my colleagues and explore my own practices. Be familiar with the work done in a short time, make clear the procedure and direction of the work, improve the working ability, form a clear working idea in the specific work, be able to carry out the work smoothly, and finish the work skillfully and successfully. Communicate with other sales staff frequently, analyze the market situation, existing problems and solutions, so as to improve together.

Thirdly, in order to improve our service level, I personally think we should provide humanized service.

Reservations should be polite, polite, modest, concise, neat, generous, considerate and considerate when speaking and answering the phone, and develop the habit of using "hello", "please wait a moment", "please rest assured" and "have a nice trip", giving people a sense of intimacy and spring breeze. Every phone call, every confirmation, every quotation and every explanation should be full of sincerity and enthusiasm to show our service attitude, express our confidence and show our strength. Reply to emails and faxes, literally clean, clear and beautiful, concise, accurate, distinctive and standardized in format. In order to win each other's goodwill, in exchange for each other's trust and cooperation

We understand that the company's interests are above everything else, employees' sense of ownership and responsibility is enhanced, and everyone contributes to increasing income and reducing expenditure. Understand a simple truth, the company and employees share the same fate, the company's development can not be separated from everyone's support, and everyone's interests are reflected through the company's growth. In the tourist season, everyone's efforts have also been rewarded, which has strengthened our determination to work harder and achieve better results.

Looking back on my work in the past year, I have successfully completed my work. It is the cultivation of the company, the care and education of the leaders, the support and help of my colleagues, which has tolerated my shortcomings and mistakes, taught me to be a man and do things, and made me who I am today. In the future, I will cherish, study hard, work hard, faithfully fulfill the purpose of being a man and doing things, and do my duty for the development of the company on the stage given by leaders and colleagues. In the future work, I will work harder and "make further progress".

The perception and experience of customer service is mainly included in the service industry: first, service determines everything; Because service is the soul of an enterprise, the quality of service determines the economic interests of the enterprise. The core of all this revolves around customer satisfaction. Customer satisfaction means that we have won the hearts of consumers, and we serve with sincerity, care, care, enthusiasm and patience. Get customers' reassurance, satisfaction, temptation, comfort and favor. In order to achieve all this, our enterprise must improve the service training of its own employees and improve its products to make customers more satisfied. The dedicated service of the second team determines the strength of the service; Strong team spirit is an important magic weapon to deal with customers. In ancient times, Gong Yu moved the King of Wu to Taihang. Not only his persistence, but also the strength of their whole team enabled them to move mountains and rivers. To improve the team's service, it is necessary to set reasonable team goals and cultivate mutual love and respect among members. We should also cultivate teamwork spirit and communicate with multicultural teams. What's more important is to cultivate the innovative ability of league members, so that we can better understand the needs of customers and meet their customers, thus our enterprise has also improved its own brand value. Because we cultivate team spirit, we know that only from the customer's point of view can we win win-win results. With sincere service attitude and care for customers, our customers can trust every employee of our enterprise. The third service is to become the core competitiveness of enterprises. In order to make our products win a certain position in the market, we must compete with the market and meet the problems given to us by every customer in the market. The key is whether our employees can fully grasp the details of the service. The measures we have taken are:

1. Keep abreast of customer trends.

2. Altruism is the aim of our service.

3. Our service must bring happiness to customers, and we should consider it from the customer's standpoint.

4. There are no difficult customers. We should constantly provide services to our customers, let them know that we exist, and let them get certain benefits. As long as our employees truly grasp the details of customers, we can truly win a win-win situation in society!

Since I am a customer service staff, I will take these measures to lead my team and develop my team into a team that can serve customers and always care about their needs. Taking customer service as the main core can improve the comprehensive quality of enterprise service employees, thus improving the economic interests of enterprises.

Customer complaints can be generally divided into four steps:

First, listen to customers, control their emotions and calm their grievances.

When a customer calls to complain, he must be very excited and upset at first. At this time, it is very important for us to listen in all directions, fully mobilize our left and right brains, listen and feel intuitively, and compare the consistency of what we hear, feel and think. Feel and try to understand the meaning. Don't interrupt the customer at this time, let the customer say what he wants to say. If you interrupt the customer's statement halfway, you may encounter greater resentment from the customer. At this time, in addition to listening, we also need to control our reaction emotions. In short, adhere to one principle: you can disagree with the content of customer complaints, but you can't disagree with the way of customer complaints.

Because most of customers' complaints are venting, it is easy to solve things after psychological balance. Therefore, as a customer service staff, in the face of customer complaints, we should first listen and try to find out where the customer's grievances come from. Secondly, we should establish a * * * voice with the customer and take care of each other from the customer's standpoint. When a customer complains, he most hopes that his opinions can be recognized by the other party and that he can be respected by others. After listening to the customer's statement, we restated the reasons for the customer's troubles in our own words, and described and slightly exaggerated the customer's feelings. Respond to feelings and express the emotions you feel from customers. Put yourself in the other's shoes: if I were a customer, what would I do if I were in this situation? . Gain the trust of customers, that is, establish a dialogue with customers and gain the trust of the other party.

Third, apologize, apologize to customers.

Frankly speaking, it's our fault, which has caused you losses. I'm sorry! The tone must show sincerity. Don't be too stingy to apologize at this time, because taking the initiative to apologize is not taking the initiative to admit mistakes, but apologizing is what customers need at this time. As the saying goes, if you reach out and don't smile, you have already apologized, and customers are likely to give in. Therefore, in dealing with all customer complaints, whether confirmed or unconfirmed, the most important thing is not to distinguish the responsibilities first, but to apologize first. Otherwise, the consequences will be unimaginable.

Fourth, solve customer problems correctly and timely.

Customer complaints should be handled promptly and correctly. If we delay the time, the customer's resentment will only get stronger and stronger, and customers will feel that they have not received enough attention. We should respond quickly and put forward an emergency plan for this problem; At the same time, put forward a predictive plan to prevent or deal with similar incidents, instead of just fixing the problems at hand and everything will be fine. If after investigation, it is found that the responsibility really lies with us, we should give appropriate compensation and tell the customer the result as soon as possible.

When dealing with all kinds of customer complaints, summarize two principles:

First of all, the customer is supreme, and always put the interests of customers first.

The second is to remedy quickly, study countermeasures in time, give remedies, regain the trust of customers, and take a warning.

I still have many shortcomings in my work, which need further study and improvement. In particular, team management experience is still lacking. Please criticize the company more.

Perception and experience of customer service Fan Wensan In a blink of an eye, more than two months of internship time have passed, in this short two months. I realized that to be clear about my goals, I must get along well with my colleagues and communicate well with my guests. At the same time, I can flexibly apply the theoretical knowledge I have learned to practice during my internship. Here, I would like to thank the school teachers for their earnest teaching and the hotel leaders for their meticulous care.

Through this internship, I not only exercised my operational skills, but also realized that I should learn to be independent in society as soon as possible, dare to participate in social competition, dare to bear social pressure and let myself grow rapidly. Generally speaking, as a graduating student, this internship will be an important capital accumulation for my future work and life.

I came to xx Hotel on xx, XX, and started my internship in XX. During the X-month internship, I felt deeply, learned a lot and gained a lot. I personally realized the hard work, the complexity of society, the importance of practice and the necessity of reading. During my internship, I followed the hotel's arrangement and plan step by step, studied hard and worked actively.

During my internship, my work scope is the front desk of the hotel. At first, I was assigned to the switchboard. Generally speaking, this job is the simplest and there is no pressure at work. After working for a month, I feel that my passion will be erased by this boring job. But at this time, an opportunity appeared in front of me. Through my unremitting efforts and the help and care of hotel leaders, I successfully won the second place in the service skill competition of xx province in 20xx. I changed my internship post after the game. I stayed in the concierge for xx days. The main job of the concierge department is to welcome guests, open doors for them, greet them with a smile and guide them. Although the concierge didn't arrive much early, I was glad to see the chubby and lovely supervisor.

In the next x months, I will go to the front desk for an internship. Relatively speaking, the front desk is a very training place. You have to face all kinds of guests every day and solve their problems. Any question, whether reasonable or unreasonable, should be answered satisfactorily. The customer is God, which is the principle respected by the service industry. There are many trivial matters at the front desk, which is the hub department of the whole hotel and also comes into contact with the cashier. I made many mistakes when I first came to study at the front desk. The department leaders gave me patient guidance and great help, which made me grow up quickly. But I worked hard myself, lived up to the expectations of the leaders, got on the right track soon, worked independently, and was able to stand alone. In these x months, we also experienced xx long vacation, xx, and x festival. In this busy festival, we learned a lot and passed it smoothly. As they say, after all this, it proves that we have really grown up and started our own business.

The work is very tired and hard, but it is also very happy and happy. Busy and difficult work will make us depressed and retreat afterwards. But you face it and solve it. This is growth. At the same time, we live in harmony. In this big family, we support each other, face difficulties together and go out to play together. In the middle of October, I almost visited the places where xx should play. Xx…… ...............................................................................................................................................................................

In a word, I once tried to retreat because of difficulties and was proud of it. I also learned knowledge that was not in books, and I also served a real hotel. I have enriched and consolidated my theoretical knowledge in college, but my internship experience is my greatest gain. I can use this experience to guide my future study and work, and my understanding of society and social people has deepened. This kind of wealth is precious and priceless! He can teach me how to be a person, what kind of person I will become, and what kind of person I will become in the future. Especially in the period when we are about to graduate, we have defined our goals, defined our direction, gained motivation, found shortcomings, saw the gap and strengthened our confidence. This is our greatest harvest, greatest wealth and best result.

The perception and experience of customer service needs skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.

First of all, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust. Even if you are not angry offline, you can't bring emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements.

Secondly, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction.

Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.

Finally, the promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.

The customer service department of every property company seems to be a bridge, bearing the communication and coordination between the property and the owners. The customer service department is like a window of the property management company, through which the owner can feel the service quality and personnel quality of the property management company. Because the customer service department has the most opportunities to deal with the owners, I have summed up some experiences in doing customer service well in practical work and continuous learning as follows:

First of all, be sincere. Treat every owner with a calm and sincere heart, and they will treat you with sincerity. The purpose of service is to treat people with heart and make service everywhere! . It is not a simple matter to care for every owner in every possible way. In addition to caring about property fees, we should also care about the life and mood of the owners. Every little thing of the master should be kept in mind. Solving small troubles in real life for the owner will bring you closer to the owner. Slowly, you will find that they will be more and more willing to communicate with you, and gradually you will become friends. Customer service is actually a very tedious job, you must clearly remember the owner and everything about you. As long as you are careful, you will definitely win the favor and trust of the owners.

Second, talk about principles. When you have a very good relationship with your host, don't forget to have principles. Any property company has the minimum system and standards. Although we should try our best to meet the various needs of the owners, things that are detrimental to the interests of other owners or property companies will certainly not meet the owners. When it's time to talk about principles, we must stick to them. Treat all owners fairly and fairly, and standardize customer service management with unified standards and services.

Third, dedication. Every property customer service staff should feel that they are shouldering a responsibility. Property management concerns how many people live and work in peace and contentment. A good property management company can create a good living and office environment for the owners, and only with a good environment can we have a good mood. Therefore, every property manager should be enterprising and make a modest contribution to the better life of the community.

Fourth, norms. In order to provide high-quality and efficient service to the owners, it is necessary to standardize the workflow of the customer service department and have a unified solution to all kinds of problems, most of which are repair reports or complaints. Only norms can be professional. If you don't follow the process, it will inevitably lead to disorder and work efficiency will be greatly reduced. If the problem is not handled in time, it will cause the owner's dissatisfaction, and then affect the overall external image of the property company.

Fifth, professionalism. It seems that the customer service department just answers the phone and charges. However, a competent customer service staff must have comprehensive professional knowledge about property. You need to know a lot about other departments. You must master the basic principles and simple operating procedures of public facilities and equipment in the property area under your control. You can make your own preliminary judgment when you meet standard questions at ordinary times, which can reduce the burden on engineers, especially when you meet emergencies, which can play a temporary role in handling, organizing and assisting.

Sixth, cooperation. The functional departments of property companies generally include engineering department, security department, cleaning department and customer service department. It is very important to communicate and coordinate between departments in time, and some work needs mutual cooperation between departments. If security guards or cleaning personnel find that the equipment and facilities in public areas are damaged or abnormal, they should report to the engineering department in time, and engineers should take corresponding measures immediately to ensure that the facilities and equipment are in good condition and play their normal functions. Customer service personnel should promptly reflect the received information about the owner to the relevant departments, and do a good job of explanation and handling. Some jobs need the assistance of various departments, and it is very important to cooperate with them.

I feel that customer service is a window to open the mind of the owner. Of course, in addition to what I said above, there should be many places worth thinking and learning while doing a good job in customer service, which I need to sum up and learn in my future work.