Summary of daily work of telephone customer service

Lead: Customer service is a big topic. On the one hand, it is a bit biased, but in all aspects, it is too broad to get to the point. I'll sort out the relevant articles for you, and welcome you to read and learn from them!

Summary of daily work of telephone customer service-the customer service department undertakes the main work of customer service of the property management company, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.

Through a recent visit to the customer service department of our company, it is found that the customer service department of each project can complete the customer service work undertaken by the customer service department well. At the same time, there are also some problems, such as:

1, the low professional level and service quality of employees are mainly manifested in the immature methods and skills to deal with problems.

2. The management system and process of the department are not perfect enough, which affects the work efficiency of the department, the sense of responsibility and enthusiasm of employees.

At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.

1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.

2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.

3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.

4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.

5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.

There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.

Summary of daily work of telephone customer service 2 For a customer service representative, doing customer service work feels like a person who has learned to eat Chili. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.

Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.

In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulties. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. "Should pay more attention to the scenery", work in life. This is the most rational choice and the best lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.

Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:

When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so, I began to work hard for it: a cohesive team should be like an "ant ball", which can quickly curl up when it is in danger, produce amazing strength and finally get out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of the unreasonable entanglement of users or the' weird and tricky' of complainants. Wow, a lot.

Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.

Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we will conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.

Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.

My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.