Summary of customer service confirmation application

Summary of customer service confirmation application

Summary refers to the written materials that summarize and summarize the experience or situation in a certain stage of work, study or thought. It can make your mind clearer and your goals clearer. Let's finish the summary carefully. So what should be included in the summary? The following is a summary of the customer service confirmation application I compiled for you, which is for reference only and I hope it will help you.

Customer service employment application summary 1 I went to work for three months after the interview. During the three-month probation period, my job is to manage all employees of the customer service department as the customer service department supervisor, handle the daily affairs of the customer service department, and assist the floor supervisor and the manager on duty to maintain the normal operation of the shopping mall. After three months of work and observation, I have a certain understanding of the daily work of the customer service department and learned a lot of practical experience that I have never been exposed to before. Combined with my study and work experience, I summarize my practical work as follows:

First, the main work of the customer service department at present

1, vip membership card processing, registration, distribution, input system archive.

2. Receive customer complaints (front desk complaints and telephone complaints).

3. Input and play information on the display screen of the mall gate.

4. Daily mail sending and receiving.

5. Other transactions in the store.

6. Daily work in the studio.

Second, the existing working conditions of the customer service department

After the preliminary recruitment, the customer service department I took over has a normal staffing, including X people in the front desk service department, X people in the studio and X people in * * *, all of which implement the normal morning and evening shift system in the mall. At present, the advantages and characteristics of the operation of the customer service department are as follows:

1, the handover of new and old employees is normal, and there is no situation that employees unfamiliar with business work independently and are skilled in business.

2. The staff of the customer service department has a smooth connection with all floors and departments, and their work has a tacit understanding.

3. Floor management is in place, effectively assisting the front desk management of customer service department.

4. The front desk work of the customer service department is meticulous and accurate, including daily mail sending and receiving, employee placing orders, and mall fault maintenance and handling.

5. The work in the studio is progressing smoothly.

Third, the problems and deficiencies found in the main work of the customer service department at present

1, the front desk simplifies the process of receiving customer complaints.

Existing complaint process: the front desk complaint telephone floor supervisor directly transfers the complaint to the floor supervisor and the counter to handle it by itself. This treatment method is easy to cause the workload of the floor supervisor to be too heavy and lead to management confusion. On the one hand, the customer service supervisor is idle, and on the other hand, the floor supervisor is at a loss. As far as the current shopping mall passenger flow is concerned, this handling method can really save a lot of manpower and material resources, and can also improve the complaint handling time. However, with the improvement of the sales performance of shopping malls, the passenger flow will increase, which will inevitably lead to management confusion, which will lead to the contradiction of unclear division of powers and responsibilities between departments. In particular, my shopping mall is about to open new clothes, and similar situations are likely to occur.

2. Missing work record

There is no work record at the front desk, and there is no evidence to check the work done by the front desk staff. There is only a handwritten vip customer register at the front desk to input member information into the computer system and an email register, but there are no customer complaint records, telephone reception records, lost and missing persons and other work records. The studio only has daily broadcast records, but there are no daily temporary broadcast records (advertisements, promotional information, missing persons, moving cars, lost things, etc.). ). This way of working leads to employees' low work enthusiasm, and the work they should do is often delayed and shirked. If there is no evidence to check the work mistakes, employees will pass the buck and cannot be held accountable. In addition, the lack of work records makes it difficult for the customer service supervisor to manage the employee's job responsibilities normally and improve the management quality, which is also a reason why the customer service supervisor in our shopping mall is seriously drained and the work cannot be carried out for a long time.

3. The customer service staff has poor attendance discipline.

The attendance rate of customer service staff is poor, and two people have left their posts for more than half an hour three times in two days. They all used physical discomfort as an excuse, but they didn't call in sick. If there is no supervisor's inspection, they will not report it truthfully. There is no shift schedule in the whole department, and employees change shifts at will without reporting to the supervisor for approval, shielding each other.

4. The office cost is too high, and the consumption of office supplies exceeds the department's pre-loss. If the studio applies for pens and paper many times, the consumption of front desk tape is large.

5. Transfer of related functions of customer service department

The functions of customer complaint handling authority, commodity exchange, invoice issuance and group purchase in the customer service department are delegated by other departments, which leads to the idleness, idleness and lazy thinking of the customer service staff.

6. There is no subsequent customer loyalty training.

The customer service department has no follow-up service for vip members, and the front desk service personnel are not clear about the rights of members. After simply establishing customer files, there is no follow-up service, customer maintenance and return visit.

Fourth, put forward some suggestions for the problems found.

1. Require the head of customer service department to strengthen attendance management, ensure employees' attendance, strictly manage during work, strictly investigate employees' on-the-job discipline, make a standardized shift registration form every week, and rectify the department's work discipline.

2. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, change the original simple process and standardize the work process. The purpose is to increase passenger flow in the future and avoid confusion and unclear rights and responsibilities.

3. Work record books, complaint records, telephone complaint records, e-mail receiving and sending records, temporary broadcast manuscript records and other service records at the front desk should be made to facilitate the leadership inspection work and the management of the employee supervisor.

4. Establish a customer follow-up service system, cultivate and maintain the fixed consumer groups in the shopping mall, and establish customers' loyalty to the shopping mall, especially provide follow-up services for vip members, such as regular customer calls, notices of large-scale promotional activities, warm reminders of point redemption, etc., in order to cooperate with the work of the marketing department and the planning department.

5. Strictly control office costs. For example, office supplies with high consumption can be replaced by old ones. After filling out the application, use the used office supplies to get a new one. For example, you need to register an outside call.

6. Customer service-related businesses can be appropriately shared, such as billing, returning goods and other rights and responsibilities, provided that the customer service supervisor has good execution, otherwise it is easy to cause confusion due to poor management.

Because of my limited post-trial time, I am not very familiar with the operation of the whole shopping mall and my observation is not thorough enough. The problems I see are superficial and rough, and some measures are not considered comprehensively, which may not really reflect the whole picture of the customer service department. I hope that the leaders will criticize and correct me and give guidance. In addition, as far as the current passenger flow and management system of shopping malls are concerned, the areas that need to be improved are not very prominent. Considering that the reloading and opening of our shopping mall will expand its operation, the existing management can't cope with the scale of the shopping mall in the future, so it is imperative to strengthen management during the transformation period.

I don't know if I can stay here as a customer service supervisor after the probation period. However, during the three-month probation period, I did very well. Although I don't know much about the customer service department, I still know it. I hope the company can see my potential and let me continue my present job. I believe I have the ability to be an excellent customer service supervisor. I will work hard and make my greatest contribution to the development of the company!

Summary of application for confirmation of customer service 2 After the formal establishment of xx property on xx, xx, I took over the work of customer service foreman in the customer service department of xx property, and was responsible for managing the customer service group, cleaning group and maintenance group. It lasted for xx months, from groping to familiarity, learning by doing. Every step of my progress has been warmly helped by company leaders and colleagues, and also supported and recognized by most residents. In these xx 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, 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.

Three. Maintenance of daily facilities

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, 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 check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

After xx months of work, I am familiar with the workflow of grass-roots management, and can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Whether for property leaders, colleagues or residents, frankness itself is a good respect, and only sincerity can get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

Summary of Customer Service Employment Application 3 Looking back on my work in the past six months, with the support and help of the company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:

First, the daily work of the customer service department

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the preceding with the following, communicates inside and outside, coordinates the left and right, and contacts the quartet, and is the' center' to push all the work forward towards the established goals.

There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

2. Straighten out the relationship and create a departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.

3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. Second, the ability of resource integration and promotion is strong, which can promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Three. Existing problems and future efforts

Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the future work, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

Summary of customer service confirmation application 4. In the three months since I entered the company, with the careful care and guidance of my leaders and colleagues, I have adapted to the company's environment and become familiar with the company's processes in a short time. Now I can basically finish all my homework; At the same time, I fully felt the minds of the leaders and realized the sense of unity and harmony of my colleagues. This period of time is a precious experience in my life, and it also left me with beautiful memories.

Although it was only three months, I learned a lot, realized a lot, improved and improved some of my own shortcomings, and enhanced my deeper understanding of the company culture. I am deeply proud of the development of the company, and I am more eager to be here as a regular employee.

Because the former unit is engaged in customer service, there are many imperfections in logistics. Here, I would like to thank the company leaders and colleagues for their guidance and help in my entry, and thank them for reminding and correcting my mistakes. In the future, I will foster strengths and circumvent weaknesses, strive to overcome difficulties, strive to do better, constantly improve and enrich myself, hope to be independent as soon as possible, make greater contributions to the company, and live up to the expectations and training of company leaders; In order to achieve my goal and reflect the value of my life, I will do my work well with a modest attitude and full enthusiasm, create value for the company and look forward to a bright future with the company!

It has been two months since I joined the company as an administrative logistics officer. Although I have had some related experiences before, many things are different from what I thought. Two months passed quickly. In these two months, with the care and help of company leaders and colleagues, I have completed all the tasks and further improved my ideological consciousness. The summary of these two months mainly includes the following items:

1, quality, achievement, benefit, contribution

Make a personal plan before the launch, give priority to completing all matters in time, achieve the expected results, ensure quality and quantity, and achieve high efficiency. At the same time, learn from experience, improve the level continuously, and make due contributions to the company and departments.

To sum up, although some progress and achievements have been made in the past two months, there are still some shortcomings in some aspects. For example, lack of administrative knowledge, carelessness in cleaning, inadequate supervision, inadequate communication with colleagues, lack of feedback to employees, lack of detailed meeting minutes, inattention in attendance statistics and lack of initiative in doing things. There are many other shortcomings. These are all things that need to be improved in the future. In the future, I will seriously study various policies and regulations and management skills, and strive to improve myself, hoping to make greater and more contributions to the development of the company.

2, professional knowledge, ability and specificity

The company's administrative assistant mainly assists the administrative manager in administrative work. I think administration is trivial, and we have to face many trivial and insignificant affairs every day, and these affairs are essential. In a very short time, I became familiar with my clear procedures and directions, improved my ability, formed a clear train of thought in the specific process, and was able to perform and complete my duties smoothly.

In these two months, with the goal of "doing better", I have actively completed the following work:

(1) Update and adjust electronic documents such as office details to facilitate their own development;

(2) Regional health management and implementation;

(3) Assist the administrative manager in the revision, release and distribution of all kinds of documents and notices, and put them into folders according to specific document categories for easy reference;

(4) Vehicle violation and vehicle management;

(5) Assist the administrative manager to do well the personnel work of the company: recruitment, entry procedures for new employees, distribution of goods and various arrangements; Organize the information of company personnel's leave and resignation, so as to facilitate reasonable arrangement of personnel and month-end attendance;

(6) Conduct attendance statistics and announcements every week, and hand over employee attendance on time every month;

(7) Procurement and collection of office consumables and office and logistics supplies;

(8) Logistics management, staff dormitory monitoring, and regular replacement of blackboard newspapers;

(9) Seriously do other work assigned by the company leaders and administrative managers.

3, need to learn and practice, summarized as follows.

(1) Strengthen the management process learning of administrative management and have practical experience;

(2) Online personnel recruitment, screening and interview notice;

(3) Strengthening writing skills;

(4) Strengthen the ability requirements required by other companies.

4. Attitude

Seriously abide by labor discipline, make effective use of time, stick to your post and ensure that you can finish it on time. During these two months of study, I also have some opinions and suggestions:

(1) It is suggested that the administrative department and the financial department be clearly divided. I suggest that the administrative department should be separated from the financial department. Logistics management is chaotic, and the management mode is similar to that without administrative department before.

(2) It is suggested to cancel the stipulation that employees are deducted from their wages for less than one year 1-2 months (the greater the pressure, the greater the flexibility), and it is suggested to determine the training expenses, stipulating that a part of the training expenses will be deducted from employees' wages every month within a few months, and will be returned after more than one year's service in this unit, and the training expenses of this unit will be regarded as compensation for less than one year.

(3) It is suggested to increase employee welfare and piece work in the workshop. Although there is no ceiling, people's ability is limited. If you want to keep old employees, you must be willing to invest. In addition to the normal salary, you must also provide some welfare benefits. An enterprise is like a pyramid. The size and stability of the pyramid depend on the employees.

After graduating from college, I came to xx Property Company to be a customer service staff through online recruitment. My main job is to be responsible for the information transmission of an office building owner. Whether there is a problem with the elevator or a power outage on several floors, I will report the situation to me as soon as possible after the personnel of the owner company report it to me. At the end of the three-month probation period, because I have never made any mistakes in my work during this period, I intend to write a written application for employment recently. Before that, I will make a summary of my work.

The first is the work achievements obtained during the probation period. After the three-month probation period, at least now the front desks at all levels of the office building are familiar with me. At least we can recognize each other by their voices. However, of course, my work is far more than that. During this period, the elevator in the office building was repaired once. Due to the recent hot weather, after some owners' reaction, small air-conditioning equipment was installed in the elevator of the office building, so everyone gave us a good evaluation. Another office rental job, through the screening of some promotion companies, successfully sublet some empty floors of office buildings.

Now that we have talked about achievements, we have to mention the shortcomings in our work. Because the subway is being built nearby, sometimes it will affect the property and power failure, which will seriously affect the normal office of the owners. Many people have complained to me, but because these reasons are caused by the outside world, I can't come up with any solution except to appease the owner, who is more reasonable. Generally, they don't put the main responsibility on me, but I still hope to help them with my own ability. If a property customer service can't help the owner solve the problem effectively,

Finally, I want to give some advice to the property management company. One is the takeaway around the office building. Sometimes some employees who deliver food will deliver food to the staff in the office building, but their electric cars will occupy the owner's driveway. Some owners have reflected this problem to me, but the property security guards turned a deaf ear to my message, so I think we should either set up temporary parking spots for this purpose or strengthen management in this respect. In addition, some high-rise corridors are blocked, so it is suggested to clean up the items piled up in the corridors as soon as possible, otherwise some problems will easily occur in the event of an accident.

In order to work better in the future, I think I can specify a work plan and strengthen some things I haven't done well. I think we can record some important opinions in the notebook and choose some opinions that are beneficial to the development of the company. In addition, I can also set up a WeChat group for owners' feedback, which will be much more convenient to work. After all, sometimes some unclear questions on the phone can be expressed in words because of poor signal and other reasons, so I can also guarantee something for myself. After the probation period, I will become a full member. I hope I can become a full member after this summary.

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