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Customer service work report
1, staffing As the saying goes, "No one can't fight, and no one can't shoot without bullets." In order to achieve the target sales volume of 20xx, it is suggested that the customer service department keep some staff.
2. When professional knowledge dealers ask quality and technical questions, they are speechless. As a professional backstage staff, you should know your own industry knowledge and related information like the back of your hand. In the process of work, they should learn more professional knowledge in workshops and technical departments with a "more learning and proactive" attitude, so as to better serve customers.
3. Enhance service awareness, sense of responsibility and team spirit. When communicating with customers, don't talk loudly backstage, use civilized language, be honest, and don't promise customers easily. You must do what you promised, and do it well, and the details cannot be ignored. We should take the initiative to get to the point and implement the work. When you receive customer complaints, you should deal with them immediately. You can't ignore them to reduce the complaints caused by our quality problems. It is necessary to minimize unnecessary losses, so as to bring greater benefits to dealers and companies, and always adhere to the attitude of asking if you don't understand, and learning more if you don't understand. Strengthen the cooperation within the department, carry forward the team spirit, so as to better serve customers.
4. The post responsibility system is clearly defined, and the post responsibilities are clearly defined. Each post personnel completes and completes their own work in a responsible manner, making due contributions to the development of the company.
5. enthusiasm and initiative to build a harmonious team, how to mobilize the enthusiasm and initiative of employees is a very important link. Otherwise, there will be no enthusiasm and procrastination for going to work.
With the improvement of Wuxi's per capita consumption level and the particularity of the department, I personally think that the treatment of each position in this department is low. Macro-environment comparison: the treatment of each post in the customer service department of each electric vehicle factory in the industry, and micro-environment comparison: the treatment of each department of the company. Although the staff in this department are very dedicated, in fact, everyone has some opinions in their hearts, dare to think or dare to say. Over time, there is a great possibility of relative brain drain. The customer service department is the company's external window. If the company thinks this department is an important department, appreciates the working attitude and ability of employees, and recognizes this view, then I suggest that the company make corresponding adjustments in the treatment. After all, it is great to lose a diligent and conscientious employee.
The above is my work plan for 20xx, and some aspects are also my personal views. The train runs fast and needs a front. I hope the leaders will correct me, and I also hope that through 20xx, the employees in our department will become independent talents.
Customer service work report 2 Time flies. In a blink of an eye, the work of 20xx is coming to an end. Looking back on the work of the past year, I am deeply touched. Since joining the Fengzeyuan project, with the guidance of the leaders of the service center and the support of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners, and properly handled disputes related to the owners. The work of the department has been significantly improved, and the enthusiasm of employees has also been greatly improved. Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, you can always accept all kinds of challenges, constantly look for the meaning and value of the work, and always tell yourself: do what you should do, go your own way and let others say.
In June 20xx, I was officially promoted to be the head of customer service department of Fengzeyuan. For the property customer service staff, the most common feeling in the whole process is only one word: annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.
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, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to do boring and monotonous work vividly as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude. The work of this department this year is as follows:
First, standardize internal management and enhance employees' sense of responsibility and work efficiency.
Since joining the customer service department of Fengzeyuan, we have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.
(2) Strictly grasp the service quality and level of customer service personnel and create a good service image.
The customer service department is the bridge and information center of the service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.
(3) Successfully completed the delivery of the first phase of Fengze Garden, which laid a solid foundation for the overall work of the customer service department. 20xx65438+In mid-April, the first phase of Fengzeyuan was officially delivered, and our department was mainly responsible for the materials distribution, contract signing, and dispute settlement of the owners. Cumulative processing (this content is added by itself)
(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.
The important function of customer service department is to contact the service center of external work such as the owner, and provide services to the owner in time through feedback information, which is handled cumulatively this year (this content is added by itself).
Second, there are problems in the department.
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.
Three. Plans for next year
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.
At first, I thought it was not much different from what the teacher said. It took me a day or two to realize that all this was not simple. I need a period of time to enter the society, and I must understand the pressure of employment more deeply. Once we leave school, we can't do anything. School is only our safe haven, but one day, we will rush out of this harbor and sail for the "sea". I have been to the talent market in Hangzhou several times, and I feel sad when I see the requirements in the job advertisements: first, I don't have a resume; Second, there is no qualification certificate; Third, there is no courage. Of course, if we practice more, we will have social experience, but this is like a child who has just learned to stand but has not learned to walk, so this kind of practice is that we are learning to walk. Of course, we wrestled and cried along the way, but it's all over now. It is quite meaningful and necessary to look back at the footprints left along the way. After receiving the training call from the company, my heart stabilized and finally stood firm. I was very happy at that time, so I went to the training. During the training, explain the company's civilization, company system and company products ... You can't deny that you are looking for telemarketing, an office industry and a professional counterpart.
First, understand the actual process of the booth
Telephone is an increasingly common communication tool for contemporary businessmen. Therefore, it is very useful for telemarketers to understand the common requirements of making phone calls. The basic principle of making a phone call is brevity. Don't be wordy. It will not highlight the topic, but also take up other people's time, thus causing others' ill feelings.
Customer service is divided into many groups. Generally, it is divided into traffic group, business processing group, complaint group, quality inspection group and editing group. The traffic group is obviously responsible for answering the phone and helping users record their needs or suggestions. The business processing group is responsible for helping users cancel their business. The complaint group received obvious complaints and revived users. The quality inspection team is also quality inspection. It is important to monitor the records of the traffic group. Of course, we don't listen to every recording, but randomly extract it, then sort out the monitoring environment, including the pass and fail environment, and then respond to the traffic group. The important thing for the editorial team is to absorb the business assigned by the subordinates, and hold editorial training for each group after completion.
Second, the understanding of professional responsibilities
I went to telephone sales as a customer service staff entrusted by China Unicom-to handle the ringing business. Although I have experience in telemarketing in the past, this time I represent a customer service manager, a combination of telephone operators and marketers, so it is also a very tense way of communication. Under the prospect of an endless career, how to persevere and how to do it well from the heart should be left to us to think, gradually understand the resume in practice, apply it to practice and improve our obedience! After several days of training and practicing the manuscript, the third day itself is the same as the customer. It is very important for us to handle the ringing business for our customers. Although we have had experience in telemarketing in the past, this time we represent Unicom, so we should pay special attention to language similarity in telemarketing. If you have words, you must use them correctly. When dealing with this industry, we must do a good job in language expression: first, we must have positive language expression, not negative; Second, if I can, I don't need you; Third, don't say "no" if you can; Fourth, involving corporate image, stop talking about things; Fifth, eliminate the mantra.
Every time the similarities with customers are different, you can't just follow the words below the manuscript. This requires different people to have different essentials, and one purpose is not to market well. For example, whenever I say, "I can give you a brief introduction to the ringtone business …", someone asks, "Do you need money? How much is it every month? " This shows that he attaches importance to consumption, and he wants to highlight the selling points for these people, and will not charge a monthly fee this month. And some customers can listen patiently, so I will carefully introduce the business content and highlight the side that can help them. Men and women also have different essentials. As usual, women are greedy and cheap, and men are frank. So when we talk about women, we should say, "Our company has preferential activities. Can we introduce you first? " In this way, they will listen patiently and men will not accept this as usual.
Third, the understanding of combining theory with practice.
Telemarketing must be patient, especially if you don't know how many calls you have to make a day, which is the same as how many customers you have. You don't just have to introduce your products first. Customers can consult in many aspects, such as Ruyi mailbox and small secretary. What else is there? Some users will make some suggestions and so on. We should all respond in time and answer in time. This makes me understand that when entering a company, you should not only pay attention to your own products, but also learn about other products of the company, which is helpful to better market your own products.
I remember that every time we dial a number, we can't show each other's gender and age, and we can't decide whether we are foreigners or China people. The gender of a telephone is clear, but it is still unknown whether it is from China or a foreigner. After several connections, I was so anxious that I only ended the ringing service. When I ask him if he needs it, he will say, "Sorry, I don't know". I don't know if this is anger or embarrassment. I can only talk back and forth in my own rough foreign language. It must have been awkward at that time. As soon as I look up the phone number, he only needs to answer "yes" or "no". As a foreigner, I can understand ordinary and simple Chinese, even though I introduced my products first, I didn't do the same thing well. It would be much more convenient if I had a better foreign language. At least I can introduce my business in English first. So learning a foreign language well is also very stressful. Even telemarketing needs foreign language proficiency, and we cannot do without the existence of a foreign language.
As a customer service manager, you must have a good attitude, not only to convey your body language and facial emotions by phone, but also to show your personal attitude towards things. As a service industry in contemporary society, if things are not good, no one will be willing to buy your products, especially as a customer service manager of Unicom. Once I make a slip of the tongue, I will get complaints and warnings, so I will attach great importance to a good attitude towards things in marketing.
Fourth, the special high requirements for tranquility and confidentiality.
China Unicom provides a very quiet cdma communication network to meet the special high requirements of enterprise miracle unit for quietness and confidentiality. Cdma, which originated from military security technology, is widely used in the military field, with the characteristics of anti-interference, quiet communication and good confidentiality. Unicom's cdma network is quiet and has excellent security performance, which has been successfully applied in many fields (such as provincial military regions, confidential rooms of provincial committees, provincial military divisions, etc. ).
During my internship these days, I learned a lot about Unicom's business knowledge in the company, and I also learned a lot about dealing with people and made some friends. Although it is very tiring to go out early and return late every day, there is also joy and joy, and it is very fulfilling. For example, when I opened the rows of familiar numbers recorded in my notebook, it seemed like a long time ago. It silently told me that I had learned a lot unconsciously and increased my experience. I believe that the process is the result. As long as you work hard and think about it, you will get results and results.
The work report of customer service lasted for 4 XX years. During this year, I became more familiar with my work and got a certain understanding of this job. Now I will summarize my feelings and understanding of the work as follows:
1. Basic skills and quality requirements required by customer service personnel: The basic skills required by customer service personnel need to have good service spirit, good communication skills, careful and meticulous work, good team spirit and sense of cooperation, discipline and good mentality.
2. As a customer service staff, you need certain skills; Learn patience and tolerance. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers.
Feeling:
I have been in the company for almost a year. In retrospect, although I feel unprecedented pressure these days, I have been trying to adapt to this pressure. Although I have given up, I thought about it all night last night. Now that I'm here, I must do my best. If I can't stand this injustice, I don't have to go out. I just stay at home and rely on my parents every day. After talking with Peng and Peng. This is the harvest.
In fact, I may be unfamiliar with it, so there will be more mistakes, and I have never touched this thing before. Actually, think about it. It's not difficult at all. Like when I was at school, I had to recite a lot of things, so it was much easier here.
Customer service is actually a complicated and simple job. Simply put, it is to serve customers and think for them. Of course, this must ensure that it does not harm the interests of the company.
If you want to be a good customer service, the first thing is to have a good attitude, just like yesterday. I am so poor, I always make mistakes and have no confidence. In this way, there will be more and more opportunities to make mistakes in the future. Even the most basic initial registration took a long time. As a result, I still didn't teach my clients. Some clients kindly reminded me that I was out of line. However, as the saying goes, the most important thing is that I don't have a good attitude. Now I figured it out. If this continues, I am really sorry for Peng He. They told me not to make a second mistake at a time, but to reflect on why, where and why. For example, a person riding a bike on the road didn't know there was a hole, so he went straight ahead and fell down. Next time, he won't go that way again, because he has learned his lesson. As Peng Like Jie Zhen said, he made the first mistake.
Now, in the future, I will work hard, study hard, try not to make mistakes, treat every customer seriously, try to satisfy every customer, and satisfy my leaders and colleagues.
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