Summary of probation period for customer service manager

Summary of Customer Service Manager's Probation Period in 2020 (5 general remarks)

The hard work is over. Looking back on your work during this period, I believe you have many feelings. Make a work summary. So is it really difficult to write a work summary? The following is a summary (5 general articles) of the probation period of customer service manager in 2020 that I collected for you. Welcome to read, I hope you will like it.

Customer service manager's probation work 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.

The existing complaint process: complaint at the front desk → telephone complaint to the floor supervisor → directly transfer the complaint to the floor supervisor and all counters to handle it by themselves. 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 the work of customer service manager's probation period. 2 In a blink of an eye, the two-month probation period is coming to an end. During this period, with the care and help of company leaders, department leaders and colleagues, I have gradually adapted to the surrounding living and working environment from the beginning, and the sales support work has gradually entered a state. From my own point of view, I have made further progress, and now I summarize my work in these two months as follows:

First of all, personnel management:

1. Find salespeople by phone and attending job fairs, and arrange interviews for qualified candidates.

2. For the new employees who have passed the interview, prepare relevant employment materials according to the requirements of hr, and mark the job number on the system for the new employees.

3, do a good job in the attendance of sales staff, as well as their commission and salary calculation.

Second, the industry management:

1. During the signing of the agreement between CITIC and Bank of Communications, CITIC kept in touch with branches and followed up the agreement. Signing process, after signing the agreement, set relevant network information in the system to ensure the entry of the policy and the normal issuance of the list.

2. Be responsible for receiving, reviewing and sending daily bills, and make daily business records and business broadcasts. If there are any problems such as remarks, follow them up and deal with them in time.

3. According to the requirements of the director's resume, formulate the channel business plan and expense budget management.

4. Be responsible for making incentive plans for bank and brc personnel, implementing and tracking them, and doing a good job of reimbursement at the end of the month.

5. Communicate with finance and banks, check the bill at the beginning of each month, and calculate and pay bank fees in time.

6. Make training plans for related businesses and reimburse the expenses incurred during the training.

7. Handle the mail sent by the branch office and complete the tasks assigned by the branch office.

8. Do a good job in the subscription of silver insurance policies, and timely check and sort out the inventory information.

9. Complete all the work arranged by the general manager and provide good logistics support and service for our sales team.

As a newcomer, I always lack planning at the beginning and can't tell the priorities of my work. Due to my carelessness, I made several mistakes. However, after two months of training, I realized my own problems, insisted on making a personal work plan before starting work, clearly defined the priorities of the work, and completed it one by one in time, which achieved the expected results, completed the work with good quality and quantity, and improved the work efficiency. At the same time, I also learned a lot at work and exercised myself. Through unremitting efforts, my work level has made great progress compared with when I first took over, creating a new situation in my work. In the following days, I will keep a good working attitude, step up my study and enrich myself better, so as to be better qualified for this job.

Of course, there are still some shortcomings in my work. For example, in dealing with problems, we still need to look at problems comprehensively with our brains, and our familiarity with the work is also insufficient. However, I believe that through my future work, I will gradually get familiar with, understand and master the work of sales support. I will continue to work hard, improve and perfect in the future, and make my contribution to the development of the company.

Summary of customer service manager's probation work. In a blink of an eye, my probation period has ended, and then I will become a formal employee of the company, so I decided to make the following summary of my probation work.

As a customer service supervisor, I not only have to arrange other customer service tasks, but also manage customers and regularly assess the work of employees. Of course, if you become a regular worker, you will get some increase and the quality of your work must be improved.

Looking back, I summed up my work. For work, not only should we have a dedicated and serious attitude, but colleagues should also have a responsible attitude towards customers. We should treat customers sincerely and pay attention to details. We live by our customers, so our minimum requirement is to satisfy our customers, but at the same time, we are not only satisfied, but also very satisfied.

Although we can meet very few customers in the real sense, more customer communication comes from telephone, but it is actually very training, which can exercise our speaking skills and language ability well. Think about it. If we can convince customers on the phone, we can imagine how good our language skills are. At the same time, it also exercises our emotional intelligence and improves our ability to get along with others.

In addition to what I said above, there are actually many aspects that will be improved, and there is the degree of concern. Because you have been dealing with customers for a long time and satisfied them, you will definitely start to pay attention to some details of customers. Over time, you will form the habit of careful observation, which is actually good. Even your temper will be tempered, so that everyone will be calm and impulsive in their later lives.

During the probation period of the company, I not only learned a lot, but also accumulated a lot of work experience, and all this was attributed to the training and guidance of the company leaders, which made me have such achievements today and made me become a regular employee so smoothly. So I really appreciate the guidance of the company and predecessors. When I first came here, I still didn't understand a lot of things and didn't have enough experience, so I was still very nervous. But fortunately, my predecessors are very good and willing to teach me. So now I can successfully become a full member thanks to the help of many people.

In a word, I will work harder in the following work, and I will also strive to improve my working ability and create greater benefits for the company. Besides, I am also very happy to be a full-time employee of the company.

Summary of customer service manager's probation period: 4. Busy 20xx years have passed, and a brand-new year has come one after another. In the past year, under the care and correct leadership of leaders at all levels, with the active cooperation of various departments and with the joint efforts of all the staff in the customer service department, our customer service department successfully completed various tasks throughout the year, which are summarized as follows:

1.20xx At the beginning of the year, we collected and filled in the application materials of 59 owners in Building 2, No.5 Community of Jiankang East Road, and entered them online. In the shortest time, 59 other warrants such as real estate license were handled, and the other warrants were handed over to the bank and provident fund, and the housing provident fund deposit 170700 yuan was returned. At the same time, 18 was prepared for the relocated households to handle the real estate license and land certificate. And assist the relocated households to apply for real estate license, collect and fill in 77 land certificate materials, totaling 23 1, and apply for 59 land certificates.

Second, in order to standardize the sales files, the sales files from 20xx to 20xx years ago were compiled into volumes, and the sales files of Yaxin Garden, No.5 Community and No.7 Community were coded, bound, boxed and labeled, totaling 27 volumes. And made an electronic catalogue for future reference, sorted out the company's personnel documents and borrowing work, and made an electronic summary.

3. During the pre-subscription period, review the subscription form signed daily according to the company's sales system, register the ledger and control the housing.

Fourth, in order to better work in the later period, according to the requirements of the Housing Authority, 200 sets 1800 commercial housing sales contracts were made in advance, and the official parts were stamped and pasted.

5. For the publicity work of House No.30, the materials and preliminary work for the housing fair in 20xx x x x x were prepared, so that the housing fair on May x could be carried out smoothly. At the same time, the materials of the Housing Fair are managed, counted and distributed as gifts, and the materials of the Housing Fair are bound into a book for future reference. Through telephone survey, the information of other real estate companies in 20xx years was summarized, which laid the foundation for the opening of No.30 house community.

6. In order to make the company pre-sell as soon as possible, we are going to collect the pre-sale permit information of No.30 residential area and declare it online. With the active cooperation of Yao Jingli, the pre-sale permit will be issued in the shortest time, which makes the work in the second half of the year have a good start.

Seven, because the work of the customer service department is more complicated, it is easy to repeat the work if you don't pay attention. Therefore, everyone is required to do everything carefully, all the time and everywhere. In order to ensure the progress and quality of the work, we should emphasize the word "strictness" in the quality and requirements of the work and improve the quality of the work. We must strictly control the work, overcome the idea of "getting by", make careful arrangements and strive to improve the quality and efficiency of the work. In order to achieve the expected results and strictly complete every little thing and every specific work, our department successfully reported and approved the loan information of 30 households at the end of the first month of the pre-sale period, so that all the loans of 30 customers were paid to the company account in the shortest time, which brought benefits to the company.

8. By the date of 20xx, the 124 commercial housing sales contract has been reviewed, the house has been correctly registered, and the ledger has been made, and there is no difference between the sales return amount and the financial return amount. Collect, fill in and report loan customer information, including online entry, scanning and uploading loan customer information, correctly filling in provident fund and bank loan contract, handling advance notice and pre-arrival certificate. The loan amount is 654.38+07 million yuan, and the loan interest rate is 654.38+000%.

Looking back on the work in the past year, the reason why our department can successfully complete the task is mainly due to the following aspects: first, the attention and support of the company leaders; Second, the cooperation and cooperation of other departments of the company; Third, the unity and cooperation of employees in this department and the joint efforts of * * *. While summing up the achievements, there are still many shortcomings that need to be improved and worked hard.

In the new year, our department should actively adapt to the requirements of company development. With the continuous expansion, standardization and perfection of the company, we can expect that our work will be more arduous, demanding and knowledgeable. Therefore, all the staff of customer service department will study harder, improve their own quality and skills, adapt to the development requirements of the company, make a good work plan for 20xx, closely focus on the business work of customer service department, and complete all the work with innovative spirit.

Summary of the work of customer service manager's probation period becoming a full member 5. Time flies. In a blink of an eye, the annual work of 20xx is coming to an end. With the guidance of leaders and the support of various departments, the expected work objectives and work plans at the beginning of the year were basically completed. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of the property, improved the communication with the owners, and properly handled the disputes related to the owners around the issues of early property management, repossession, maintenance of legacy projects and property fees. All the work of the department has been improved, the enthusiasm of employees has increased, and the satisfaction rate of owners has also increased.

I. The work this year is summarized as follows:

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees. Strengthen communication with employees, and regularly comment on employees' work, which effectively stimulates 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) Take various forms and measures to consolidate and improve property fees.

This year, the property fee of RMB 6,543,800+0.4 million has been collected. To sum up, we mainly pay attention to three aspects of cost management. First, the forms of fees are diversified, and fees are collected through SMS platforms and door-to-door. In the past, the customer service department mainly used the way of calling and sending orders to inform customers, which was inefficient in charging and poor in the enthusiasm of owners to pay. Problems; Second, the charging measures are service-oriented and promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, by arranging a special person to be responsible for the collection of management fees, we will focus on following up the collection of management fees, stimulate the enthusiasm of employees and improve the level of fees.

(3) 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 property management company, which plays a role in connecting the inside and outside. The service level and quality of customer service assistants directly affect the overall work of the customer service department. Since the second half of this year, on the basis of doing a good job in charging fees, our department has focused on employee service management, strictly requiring employees to conduct self-inspection and mutual inspection on dress and etiquette before going to work, so that customer service assistants can maintain a good service image, strengthen the training of customer service specialists in language, etiquette, communication and problem-solving skills, and improve the service quality of customer service assistants.

(4) Successfully completed the owner's check-in/check-in service, which laid the foundation for the overall work of the customer service department.

From the end of March, the customer service department will be responsible for distributing materials, signing contracts and handling disputes between owners. A total of 1739 households were recovered, all procedures were basically handled in time and accurately, and the owners were basically satisfied with the settlement of various disputes. Before formally handling the building repossession, our department worked overtime to prepare occupancy materials, agreements and other documents, formulated a detailed and unified statement, and organized several occupancy drills. In the process of handling the formalities, the customer service assistant learned and mastered the owner's family characteristics, customer group types and basic economic conditions through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service assistant patiently explained to the owner, answered the questions raised by the owner and showed the owner a good customer service image.

(V) Work closely with all departments to do a good job in internal and external contact and coordination of property management companies.

The important function of customer service department is to contact the property management company with the owners, developers and other external work, and provide services to the owners in time through feedback information. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low.

Through the work practice of the department for more than half a year, the service level of customer service assistants is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is insufficient.

(2) The property charging rate is not high.

Judging from the current charging level, the main factors are the low charging rate, the problems left over from the previous and daily services have not been solved in time, and the overall service level of the project is not high.

(3) The department management system and process are not perfect.

In the past six months, the department has focused on the work of charging and recovery, thus ignoring institutionalization. At present, the system of employee management, service standard and operation flow is not perfect, which affects the work efficiency of the department, the sense of responsibility and the enthusiasm of employees to some extent.

(four) the coordination and handling of the problem is not timely and inappropriate.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.

Three. Key points of 20xx work plan

In 20xx, the key work of our department is to further improve the level of property fees, which will be increased on the basis of 20xx; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 90%.

(3) Strengthen departmental training to ensure that the professional level of customer service assistants has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 20xx years, we have experienced hardships and sweat in our work, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

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