Personal summary of phased customer service: 5 articles

Self-summary is a comprehensive and systematic general inspection, general evaluation, general analysis, general research, analysis of achievements, shortcomings, experience and so on. The following is my phased personal summary of customer service work, welcome to read!

1 Personal Summary of Customer Service in Stage

Through this year's study and daily work accumulation, I have a deeper and further understanding of customer service. I am especially grateful to my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, I have made some progress in all aspects through unremitting efforts. Now I will summarize my work as follows:

As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist.

All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work.

During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through my study and the example of my leading colleagues, my work can be carried out smoothly.

In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:

1, learning is endless, the times are developing with each passing day, and all kinds of knowledge are changing with each passing day. I will persistently learn all kinds of knowledge and use it to guide my work practice;

2. Keep learning business knowledge in the future work, and constantly improve your business skills by watching more, learning more and practicing more;

3. Constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome your impatience at work, and treat every job positively, enthusiastically and meticulously.

No matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I dare to face the challenge, and I am determined to work hard at my post and finish my work dutifully.

Personal summary of customer service work in the second stage

The fleeting time made me learn a lot in the post of after-sales customer service. I am glad to realize my value in my work, but correspondingly, I need to make more efforts to repay the training of leaders. So I can actively integrate into the workplace environment and adapt to the requirements of after-sales customer service. I should make a corresponding summary when reviewing the gains and losses in after-sales customer service.

Pay attention to the application of customer service speech in order to better communicate with customers. After-sales customer service needs to deal with customers' complaints and feedback corresponding opinions, which means that I need to have a high professional quality to get customers' approval, so I attach great importance to the study and application of customer service speech when I join the company. After all, the lack of professional customer service will seriously affect the company's reputation. In order to avoid this situation, I often practice dialogue with my colleagues in the department to ensure that my oral expression ability can cope with various situations, and then start customer service. Although this will lead to my inefficiency, it is also a performance of being responsible to customers. It is undoubtedly my duty to do a good job in after-sales customer service and think from the customer's point of view.

Pay attention to the study of product or business knowledge in order to better answer customers' doubts. In my opinion, customer service staff who don't know enough about products or business information are incompetent. After all, even as a customer service staff, you can't answer customers' doubts, so how can they feel at ease? So I can learn this knowledge patiently, and explain it to customers through concise language, calm their emotions and follow up the progress of incident handling in time, thus achieving good results. In addition, my suggestions on customer feedback can also be reported to department leaders in time to promote processing efficiency. In order to skillfully use customer service skills, I need to strengthen my study in this area.

Although many tasks have been completed in customer service, there are still some shortcomings, mainly because the feedback is not timely enough to be handled in a short time. In my opinion, this inefficient working method is easily criticized by customers at work, so I must overcome this difficulty as soon as possible and do a good job in customer service, and there are also some shortcomings in the follow-up work. Therefore, in the future customer service work, it is necessary to develop the habit of summing up and reflecting. It is important to arrange your work reasonably according to the progress of the incident. At least I can understand my shortcomings in customer service through reflection, and the improvement of working methods will enable me to better solve these shortcomings in the future.

There are still many challenges waiting for me in the future customer service work, so I will treat customer service work with a positive attitude and try my best to do it well. In order to gain the recognition of leaders and customers in my work, I still need to make continuous efforts.

Personal summary of customer service work in the third stage

Time flies, and I have been working in _ _ _ for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year:

First, based on their own duties, love their jobs and dedication.

As a customer service staff, I always insist that it is not easy to do simple things well. Whenever I encounter trivial things, I always try my best to do them. When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.

Second, study hard and keep pace with the times theory is the forerunner of action.

As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

Thirdly, I realized the importance of details in my work and life.

Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm;

Fourth, communicate and learn more with leaders and colleagues.

Learn from each other's strengths, improve their abilities in all aspects, and keep up with the progress of the company. Fortunately, I can join the lovely and excellent team of _ _ _, and the cultural concept of _ _ _, and the working atmosphere of the customer service department has also unconsciously infected and improved me; Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Personal summary of customer service in the fourth stage

Although I haven't worked in _ for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.

Looking back on the work in the past six months, I am mainly responsible for two aspects: one is the update of website content, and the other is customer service. Because I didn't finish these two contents well, I'm not very satisfied with my performance. Here is a detailed explanation of the completion of this work:

I. Personal Customer Management and Service

In order to show respect for vip members and enjoy what I think is a distinguished experience. Over the past 20 years, the center has adhered to the service concept of "communication starts from the heart". Every service staff in our center starts from the interests of customers, thinks about what customers think and is anxious for customers, and provides customers with various communication services, stops carefully, reissues cards for free, and replaces stk large-capacity cards for free to help customers win points. We try our best to do it for our customers.

Combined with our company's work indicators and based on the service principle of "people-oriented", we have implemented differentiated services such as door-to-door service and family service for major customers and important customers from the data at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.

In addition, combined with the strategic goal of "service and commerce", we always adhere to the corporate mission of "creating an infinite communication world and being the pillar of the information society" and constantly enhance the employees' "sense of crisis, urgency, mission and responsibility", which not only comprehensively improves the service quality, but also makes our center make great progress in the construction of corporate civilization.

Second, the retention rate of high-end customers.

In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.

Third, the management of outbound personnel.

Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a great role in promoting new business and promoting incremental income of new business in the past 20 years. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time. It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers. Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.

Fourth, complaint handling.

In order to further improve customer satisfaction and maintain continuous service, major customer centers have established a rapid response mechanism for customer complaints for 20 years, taking customer value as the criterion and starting with strengthening complaint management. First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.

Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of _ _ company, and achieve 100% complaint satisfaction.

Verb (abbreviation for verb) daily homework

Account manager is the main provider of key customer service for group customers and individuals, and also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In our daily work for 20__ years, we paid attention to systematically training the services and business of account managers, comprehensively optimized the marketing system, and realized the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.

In the second half of the year, I will assist the leaders in comprehensively innovating the service model and increasing the market share of new business. Assist leaders to comprehensively improve customer service and enhance service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".

Personal summary of customer service work in the fifth stage

The first half of 20_ year is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, it experienced major events such as the China Lunar New Year and the change of company leadership. Customer service in the first half of 20 _ mainly includes the following points:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. Regarding the improvement of decoration technology, compared with the numerous decoration events in the first half of _ _ _, the decoration business in the first half of _ _ was less. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the time for decoration approval from the original three days to the application for on-site approval in line with the decoration management regulations.

Third, the handling of complaints and return visits

From 20_ _ to 20_ _, the owner issued a total of 406 complaints, of which 37 1 has been handled and 35 are pending. In which _ _ _ complained in the first half of the year 147. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, avoiding repeated complaints from the owners and expanding the problems, which has played a certain role in improving the satisfaction of the owners. Of the 254 rectification orders, 248 have been processed, including 50 rectification orders in the first half of last year, with a return visit rate of 98%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

By the end of _ _ _ _, 444 units had been signed up by various communities, of which 36 units were signed up in the first half of _ _ _, and 159 households were renovated, with 943 pairs of passes, of which 39 households were renovated in the first half of _ _ _ _ _, with 249 pairs of passes.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99. 55%。 All pool fees were also collected as scheduled, and 73 households were owners who did not pay public utilities in advance. Except for local owners, the pool utilities are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department must go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we made a survey on the satisfaction of the owners in the community, and sorted out the opinions and suggestions of the small owners. And answer them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard; We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In April, we also launched the Customer Care Month to provide voluntary services for small electrical appliances maintenance, cleaning or moving furniture in the owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1, some employees lack professional knowledge and skills;

2. Some processes are too repetitive and complicated;

3. The responsibilities of various departments are chaotic;

Work direction in the second half of the year.

1. Develop and strengthen various community cultural activities;

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. However, some things can't be solved by our property customer service.