Model essay on personal summary of after-sales personnel during probation period

With the end of the probation period, it means that you will soon become a full-time employee. In order to better carry out your future work, you should sum up your internship. Let's take a look at the personal summary essay of the after-sales staff's internship.

Summary of after-sales trial (1)

Time flies. I have been in the company for more than three months. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.

As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best 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. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

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

1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Third, one of the basic qualities of customer service with a smile

In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation. Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial views on how to overcome the work:

First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.

Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:

1. Try to understand customers' needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to handle certain relationships, or having rich handling experience, certain personality strength and good first impression can give customers trust.

4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.

5. The appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

Second, handling customer complaints and complaints

1. Create a customer complaint form or complaint registration form.

Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.

3. Follow up the implementation of the processing results until the customer's reply is satisfactory.

Three. Matters needing attention in handling customer complaints and complaints

1. Be patient.

In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a better attitude

Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

Hurry up

Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.

Step 4 speak appropriately

Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.

5. A little higher level

After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.

6. There are more ways.

There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.

Fourth, quell customer dissatisfaction.

1. Listen carefully to every word of the customer.

2. Apologize fully and let the customer know that you have understood his question.

3. Collect accident information and find out the most suitable solution.

4. Put forward effective solutions

Ask customers' opinions

6. Tracking service

7. Put yourself in the customer's shoes.

After becoming a full member, I will try my best to do a better job, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

Summary of After-sale Trial (2)

I joined the big group X Heavy Industry on XX, XX, and the probation period was 6 months. With the intense and substantial work rhythm, half a year passed unconsciously. Looking back on the details of the past six months, I have a comprehensive and profound understanding of myself and the company, and at the same time I have greatly improved my work ability and personal value. My post of after-sales service in X Service Company, during which my work contents are as follows:

First learn to debug in the pump truck debugging workshop.

Learned the relevant knowledge and technology of debugging the pump truck, including adding diesel oil to the pump truck, changing the throttle elbow, changing the oil filter truck, changing the concrete piston, adjusting the system pressure, testing the water, changing the gear oil of the transfer box and so on. During this period, I have a further understanding of X's corporate culture and management system, and also learned the code of conduct and ethics that an X person should have.

Two, go out to all parts of the country to engage in "one machine, one book" work.

In order to fully implement Chairman X's "Perfecting the Global Parts Inquiry System", we went to the front line to check and confirm various spare parts models of each pump truck that X has sold. At work, we are familiar with the names, uses and material codes of various spare parts of pump trucks, and can quickly distinguish the models of pump truck accessories. We ran outside and got a more objective understanding of X's evaluation and reality. In the process of dealing with customers, I also learned how to communicate with customers and how to establish good relations with customers. In this process, I have a comprehensive and profound understanding of the quality and recognition of X's products and services. At the same time, I deeply understand the hardships and difficulties of being a service person.

Third, I have a deep understanding of my work.

1. Half a year has transformed me from an ignorant college graduate to an employee of X's company, which has made me know every part of the pump truck like the back of my hand from the beginning to now. All this is the result of the guidance of company leaders and colleagues, and also the result of my own initiative. Technical after-sales service is a special post, which not only requires us to have superb technology to solve problems for customers at the first time, but also requires us to serve customers sincerely and be customer-oriented. We should know that many times customers buy not only our products, but also our services, so I deeply realize that as an after-sales service personnel, we must treat customers with sincere attitude and have good communication and exchanges with customers.

2. The relationship with superior leaders and colleagues is very important, and often unity is strength. In the big group of after-sales service, only with good team spirit can I learn and grow faster. I can learn the art of leadership and management from my superiors, and learn how to get the approval of my superiors and let my subordinates cooperate with my work. In the process of getting along with the master, I can learn a lot of technical guidance and communication skills with customers. When getting along with colleagues,

3. During this period, although new progress has been made in study and work, there is still a certain gap compared with other colleagues, and the ideological and business exchanges with leaders and colleagues in the system are still insufficient. Therefore, I hope that I can actively focus on training my eloquence, adaptability, coordination, organization and leadership in my future work, and constantly learn, forge ahead and improve myself in my work.

In a word, after six months' probation, I can complete my work wholeheartedly, actively cooperate with my superiors' instructions and work, and properly handle my personal relationship with my colleagues. I believe that in the future work, I will continue to work hard, constantly surpass myself, adhere to the principle of "being a man first, then doing things, and changing the world with quality", and contribute to the realization of the company's dream of X/KLOC-0 billion.

Summary of after-sales probation period (3)

It's been more than two months since I arrived in Xinfu in a blink of an eye, and all the bits and pieces of work here are vivid. It's really not easy for me to know nothing from the beginning and now I can handle some emergencies by myself!

In the early stage of coming here, I didn't understand the front desk work well, so I always made mistakes in my work and there were always many problems. There is nothing wrong with having a problem. The mistake is that you can't analyze the problem! Time goes by day, from not knowing what to do at first to taking the initiative to find something for others. This is my own progress, but also the progress of my life! I was right to come here. There are many choices in life. How to make the right choice? In fact, you just need to understand what you want this time. The new wealth gave me the opportunity to exercise my eloquence and let me know how to communicate well with others.

During my work here, I learned what procedures I need to go through to close the house and what to pay attention to in the process of closing the house. This is all a kind of learning! The receptionist at the front desk is actually very trained. For me who is careless, I really got a good exercise. Although there are still many problems in filing forms at the front desk, I have made great progress compared with the previous one. I want to pursue better and make better achievements, which is what the company needs all our new rich employees to do!

Our supervisor always tells us that going to work is not about how much money we need, but about finding a sense of belonging and honor in our work!

Two weeks after I came, the supervisor asked us to start urging the property fee. I met the owner of Building 2 by chance. He kept asking me about the real estate license. At work, I always remember that every action I do now is to prepare for my future work. Although I was not very clear about handling the real estate license at first, I took the trouble to help him ask many places and try my best to let her know more about handling the real estate license! Later, she came to us and paid the property fee for three years at once. Although there are only more than 5,000 yuan, it is only natural to pay the property management fee, but I still feel that this is an affirmation of my work, and we have found a sense of honor here!

The above is what I learned during my stay in Xinfu. I can't just go out to work and study, but also need to create value for the company. Although I came to Xinfu Service Center on May 14, 20X, in order to further improve my quality and professional level, I made the following voluntary commitments:

1. Wear work clothes according to company requirements. Work clothes should be neat and tidy, and work cards should be worn at work.

2. When answering the owner's phone, ring within 3 rings, pick up the phone and report clearly: "Hello, this is Xinfu Property. What can I do for you? " Listen carefully to the reason why the other party called. If you have anything to say or ask, write it down one by one and try to reply in detail. After the call, say to the owner in a calm tone, "Thank you, goodbye!" "

3. Call the owner. When answering the phone, take the initiative to greet the other party, "Hello, this is Xinfu Property", use honorifics to confirm the room number and the caller's name, explain clearly what to do, and say "Thank you, goodbye" after the call.

4. The owner went to the service center for help or complaint, stood up when he entered the door, and greeted the owner with a smile: "Hello, what can I do for you?" Listen carefully and patiently to the problems mentioned by the owner, register completely and deal with them in time to ensure the return visit rate of 100%. When the host left, he stood up and said, take your time and welcome to come again! "

If you can't voluntarily do the following punishment according to the above, you will be fined 100 yuan, clean the whole corridor and use the off-duty time!

Summary of after-sales probation period (4)

During this one-month probation period, with the care and support of my boss, with the enthusiastic help of my colleagues, and through my own continuous efforts, I quickly adapted to the environment and work. At the same time, I gradually became familiar with some operation processes and some online shop software in the background, and studied while working. My work practice has enabled me to make continuous progress and communicate with customers better and better. My boss and colleagues are very sure of me. At the same time, my own ideological understanding has also been greatly improved. This job gives me a strong sense of responsibility, because a little negligence of employees will lead to complaints about the company's stores, and the image of the stores will be damaged. The following is a summary of my internship.

First of all, in terms of workflow

Always be optimistic, solve customers' problems quickly when taking orders, and don't bring personal feelings into your work. When you make a phone call, you must be clear-headed, warm and sincere. No matter how you feel, you should not be rude to customers, and let them know that we are sincere in solving this problem. At the same time, we should pay attention to what customers say, and we should not rashly answer customers about uncertain things, let alone make promises to customers, or say things according to our own subjective consciousness. For example, the seemingly small problem of the style of shoes, many customers will complain and comment badly because of your vague words (this happened during the probation period). A "desperate" customer left a message in the communication area of the company store, saying, "I don't buy online many times, but I'm no stranger to online shopping, but I've never met a seller like X since online shopping. You are like God, and your customer service is so poor. Therefore, when recommending or promising to customers, we must first understand the customer's information and pay attention to the customer's consumption records. At the same time, we should be familiar with our products, because when introducing the styles, sizes and colors of shoes to customers, we should give them some professional answers.

Second, the relationship between colleagues.

Stepping into society, we deal with all kinds of people. Because of the interests and busy work, many times colleagues will not care about you like classmates. Therefore, for us who have just left school, we are often unable to adapt. Even so, if you want to integrate into this team quickly, you should take the initiative to communicate with other colleagues, talk less and do more, listen to others' opinions and respect others. If colleagues don't understand, take the initiative to help patiently. If you don't understand anything, you can consult your colleagues humbly and communicate frequently. It is also necessary for employees to maintain a harmonious relationship with colleagues. After all, we are a group. During this period, I deeply realized the importance of communication with people, especially the practical application of customer relationship course.

Third, in terms of learning.

At school, teachers always emphasize the need to cultivate self-study ability and broaden their knowledge. Only when we have a wide range of knowledge can we have chips to talk with others. Only after I came out to work did I deeply understand the teacher's good intentions. I took the post of after-sales customer service. Usually, I only take orders at work, call to handle some complaints and unprocessed orders, and hardly use my professional knowledge. However, when paying a return visit to customers and dealing with some problems, it is definitely not enough to rely solely on the origin. We should constantly learn and accumulate and enrich ourselves.

Fourth, in terms of psychological quality.

Online shops have everyone, and anything can happen. Without good psychological quality, it is difficult to be competent. The psychological quality here refers not only to one's own psychology, but also to the ability to gain insight into the buyer's psychology. It is very important to grasp the buyer's heart and understand the buyer's thoughts and motives at any time. This requires customer service to have keen insight and analytical ability, so as to guide the success of the transaction. For example, bargaining, in fact, this is what any normal person will think of.

This has become the habit of property buyers. Don't find others difficult. At this time, you can make the buyer accept it in a euphemistic tone, instead of saying "our goods don't bargain"! In terms of service attitude. Attitude can decide everything, it is no exaggeration. As a customer service, attitude is very important. Because both buyers and sellers trade in a virtual environment, the whole process can only be carried out through verbal communication. The attitude of customer service will give the buyer the most direct impression, which is the key factor to decide whether the buyer is willing to buy. No matter what happens, we should remember that "the buyer is God", don't neglect any buyer, and take the initiative to solve our mistakes.

I feel really lucky to have such a trainee experience before graduation, which is good for myself now and myself in the future. Here, I can have the opportunity to deepen my professional knowledge of shoes through practice, and I can also deepen my familiarity with the operation process of online stores through this probation period, and learn how to apply what I have learned reasonably to practical operation, so that I can fully realize the necessity of teamwork, hone my will and get real exercise. I have learned many principles and methods to treat people, be kind to others and encourage myself at all times, so that I can always maintain a good attitude of self-improvement!

Summary of after-sales probation period (5)

Time flies. Unconsciously, I have been in the company for three months, and it is almost autumn in my busy schedule. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. I have learned a lot in these three months, and I have also accumulated some skills of answering and communicating by telephone for Want Want, which can effectively complete many tasks. The handover data processed in X month is the highest in our group, and the handover data processed in X month has reached more than X. I can fulfill my work dutifully at ordinary times, which can be regarded as living up to the expectations of the company leaders. In order to better complete my work and create more benefits for the company, my work experience during the probation period is summarized as follows:

First of all, create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.

Second, learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. When we encounter similar situations for customers, we hope to get what kind of treatment results and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

Three, familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

Fourth, finish your job effectively.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past three months, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater.

The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it. The company also organized various trainings. In X's spare time, I applied for a pre-sales position to study. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In my new job, I will learn from previous experience, actively participate in the company's training, constantly enrich myself, and strive to complete the tasks assigned by the leaders. After reading the company's annual plan, in the following days, I also realized the responsibilities of all our employees, but I believe my team, we can certainly do better. In the new quarter, store X and store X are merged into one, and the company's requirements for employees are more stringent. In this atmosphere, I will also try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company.

In the new season, we also hope that the company can provide more training opportunities, so that we can better understand the company's various work processes and bring more benefits to the company.