Case site customer service supervisor's year-end summary

Case site customer service supervisor's year-end summary essay (generally 5 articles)

Time flies, and in a blink of an eye, we will usher in a new year. Are there any gains or losses this year? Is there any experience worth sharing? Now let's make a detailed summary of our past work. I believe everyone is worried about writing a year-end summary again. The following is my carefully compiled case customer service supervisor's year-end summary essay (5 general remarks), hoping to help you.

Case site customer service supervisor's year-end summary 1 From participants, executors, planners to organizers, there are service managers on duty everywhere in the company's large-scale activities, who can complete all the work put forward by the company in a timely, comprehensive and quality-guaranteed manner, and have achieved certain results, which have been recognized and affirmed by the company's leaders and human resources department. Summarizing the work of the service room in the first three quarters of 20xx years ago, although some achievements have been made and recognized by the leaders, the work progress is still slow, and there is still a certain distance between the professional quality of the personnel and the standards of the customer service supervisor. Moreover, most departments are new employees, their professional quality is still relatively low, and their experience in handling customer complaints is still relatively lacking. There is still a certain distance between them and the large shopping centers in developed cities in terms of service quality. Therefore, in the fourth quarter of 20xx-the first quarter of 20xx, I will strive to improve the quality and work efficiency of our employees, take the lead in advocating and implementing "differentiated services" in Lanzhou, and make special service cards, so that customers can enjoy not only the brand culture of Guofang Parkson, but also the service culture of Guofang Parkson.

The work of the service office in the fourth quarter of 20xx mainly includes the following aspects:

1. Improve service quality in an all-round way and implement "special service". In terms of improving service quality, it is necessary to activate the employee reward and punishment assessment system, carry out standardized management, establish a good and standardized positive and negative incentive mechanism, find a breakthrough in the work, and resolutely ban the wrong practice of punishing employees twice by the commodity department. Grasping on-site discipline is now basically on the right track. It is necessary to master sales skills and commodity knowledge and improve the marketing level, thus helping to improve the overall service level. This year's service aims and standards, as well as what kind of image Guofang Parkson should establish in the eyes of customers, change the service concept and what customers need, are all things we have to do. Guofang Parkson has long been a leader in Lanzhou. Shopping malls are as cruel as battlefields. If you don't sail against the current, you will retreat. If an enterprise wants to develop, it must have the ideas and measures to lead its competitors. Therefore, if an enterprise wants to be in an invincible position in the fierce market competition, it must put commodity brands, service brands and enterprise brands on an important work schedule, upgrade, maintain and develop them, and gradually form Jincheng's well-known and unique "characteristic service" strategy. Therefore, in the fourth quarter of 20 12-the first quarter of 2065438+02, Lanzhou took the lead in advocating and implementing "differentiated service", playing a special service brand, showing the unique service quality and service grade of Guofang Parkson. According to different formats, we provide different services, such as "Do Not Disturb Service" in supermarkets, "Brand Service and Friend Service" from the commodity department on the first floor to the commodity department on the fourth floor, "Friend Service" from the commodity department on the fifth floor and "Skill Service" from the commodity department on the sixth floor, to show the society that we are pursuing high-quality and high-quality services. Achieve the most perfect service that exceeds customer expectations.

2. The Service Office undertook the service skill competition area of the 6th Games of the Company, including knowledge competition, scenario simulation, whole-course fire drill, answering questions on positions that should be known, etc., so as to enrich the amateur cultural life of employees through the competition; For the purpose of job training, in the form of entertaining, improve the quality of employees in each position; With professional quality requirements, comprehensively improve the service awareness and service level of company employees. Show the company's service level (including: the development history of Guofang Parkson, basic knowledge of corporate culture, professional knowledge, etc. )

3. Contact and communication with relevant government departments. Strengthen contact and communication with provincial, municipal and district consumer associations and competent industrial and commercial offices, and maintain good cooperative relations with them, keep abreast of the development trends of the retail industry, and establish a good reputation.

4. Accept and handle customer complaints, and fully safeguard the reputation of Guofang Parkson. In view of the problems existing in the complaints in the first three quarters of 20 12, the failure to implement the three-level management system and the escalation of complaints caused by other reasons, the floor manager will be trained in the company's return and exchange regulations, complaint handling skills and excellent case analysis in the fourth quarter by means of departmental regular meetings and foreman communication meetings (since most foremen are new employees now, it is urgent to strengthen training). Pay attention to standardize their own reception forms and services, standardize complaints, reception etiquette, reception procedures, the implementation of treatment results and floor reception and records, ensure that reception is in place and completed, always measure their management level with customer satisfaction, and consider and deal with problems from the standpoint of consumers, so as to win more repeat customers. Because the current market is "customer satisfaction is a win-win situation".

5. Strengthen the improvement of the comprehensive quality of personnel within the department and improve the company's five service systems. Resolutely implement the recommendations of the chairman's fourth quarter meeting and maintain the stable development of the Head Office. The guiding ideology of promoting the overall promotion of the branch, strengthening communication between departments and eliminating management misunderstandings. On-site inspection is not only to find problems, but also to put forward improvement measures and methods for problems and give timely guidance to departments. In the fourth quarter, the internal training content of the service office is basic knowledge training such as commodity knowledge (wool knitting, mainly to keep warm), consumer knowledge and familiarity with store information. The training method adopts the form of discussion, which makes the training lively and interesting. The discussion results are distributed to the branch departments in written form, and relevant personnel are organized to learn, so as to achieve the goal of synchronous promotion of the three stores. The company's five service systems of personnel management, commodity management, environmental management, promotion management and customer management are relatively detailed, but the specific standards of the other four management are still relatively empty, so in the fourth quarter, combined with the current specific situation,

6. Follow up the daily behavior norms of front-line management cadres. Fully assist the Group Supervisory Committee to follow up the daily code of conduct of first-line middle-level management cadres in their daily work, take company service as the purpose and management norms as the goal, persist in innovation in their work, and report the problems found in on-site management to the competent leaders in time. All departments will never shirk their responsibilities, strictly enforce the law, forge ahead, set an example, act according to the rules, unite and cooperate, and complete all work objectives and tasks assigned by superiors on time.

In late September of 20xx, I was emotional at work and couldn't be strict with myself. With the help of leaders and colleagues, I adjusted my work mentality in time, changed the current bad situation and devoted myself to my daily work. Treat work with a correct attitude.

Case site customer service supervisor's year-end summary 2 time always passes quickly, and half a year has passed like this. In the past six months, as the first-level supervisor of customer service department, I led the staff of our department to successfully complete all the tasks of last year. Here, I would like to express my gratitude to all the staff in the customer service department who have always supported my work. Without their efforts, the customer service department would not have today. I also thank my colleagues from all departments for their support and cooperation in my work. Special thanks to xu teacher for taking care of me. Without xu teacher's constant teaching, I wouldn't have made progress now.

The first half of this year was the busiest for customer service, but each of us had a lot of different gains. Director xxx of our department was appointed Minister of Commodity Department at the beginning of the year. She has been engaged in customer service management and lacks experience in commodity management. At first, I didn't know where to start working, so I was worried and doubted whether I was qualified for the job. Although I have no experience in commodity management, as her supervisor, I still encourage her, help her, discuss and solve various problems in my work with her, including the types and pricing of commodities, and mobilize the employees in our department to fully support the preparations for the commodity department. Thanks to the concerted efforts of all the staff of our department, Qi Xin helped Director Li, so that she was full of confidence, put aside worries and devoted herself to this strange work, and successfully completed the preparatory work of the Commodity Department, laying a foundation for the future operation of the Commodity Department.

In terms of staff training, I think this work should be more systematic and standardized, so xx and I revised the previous training materials one by one, and Miss Hao made a training manual for temporary workers in the customer service department. Later, under the guidance of xu teacher, I learned the daily morning reading method of the engineering department of Jones Lang LaSalle Property Management Service Company, and publicized the temporary workers so that they could always remember our rules and regulations and operating procedures.

In the work of the customer service department this year, I feel gratified and proud to see the growth and progress of Director Li, Miss Hao and Miss Cheng in their work ability. Being their supervisor gives me some sense of accomplishment and is also a spur to me. Continuous learning can make continuous progress. I regard every job assigned to me by my superiors as an opportunity to learn and work hard to complete it. The company asked me to participate in the decoration project of beauty salon and pedicure massage room, which was a test for me, who had never discussed my work experience with other units, and also gave me a chance to learn. Through the guidance and teaching of xu teacher, I successfully completed my coordination task and learned some coordination methods. Participating in the purchase of classical furniture is another opportunity for me to learn. After a period of study and purchase, I learned some basic knowledge of distinguishing year, old and new furniture and place of origin, which increased my knowledge.

Time is always a cycle year after year, but time records all the advantages and disadvantages. In the second half of the year, I will take out all the accumulated work before and put it into the second half of the year. I will work harder to do my job and lead all my colleagues in the customer service department to better complete the cleaning service task. And create a harmonious working atmosphere in the work and enhance the cohesion within the department. Strive to surpass everything you already have in the new year's work and make greater progress.

Case site customer service supervisor's three year-end summaries always pass quickly, and the new year is about to begin. In the past year, as the head of customer service department, I led the staff of our department to successfully complete all the tasks in 20xx. Here, I would like to express my gratitude to all the staff in the customer service department who have always supported my work. Without their efforts, the customer service department would not have today. I also thank my colleagues from all departments for their support and cooperation in my work.

The work of the customer service department in 20xx was a busy and hard year, and the delivery of buildings 1, 2, 3, 4 and 5 was completed, but there were many different gains for each of us. Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone and take notes. 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.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form (repair 395, service 99, complaint19);

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

7, the replacement of old and new forms and put into use;

8. Complete other tasks assigned by superior leaders.

9, do a good job of revenue and expenditure management office. In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In Jiaxing Property, I deeply realized the true meaning of professional and smiling service.

The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20XX, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

4. 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 company's progress.

Fortunately, I can join the excellent team of Jiaxing Property. Jiaxing's cultural concept and working atmosphere unconsciously infected and promoted 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 and surpass myself in the new year's work and make greater progress with the company!

Case Field Customer Service Supervisor's Year-end Summary 4 With the approaching of the mythical "Year", we bid farewell to the arduous 20xx year and ushered in a promising 20xx year. Thanks to the trust of the company leaders, I was promoted to the supervisor of customer service center at the beginning of last year. Looking back and thinking about the main work in the past year, I hope to refine my experience and make persistent efforts.

As the supervisor of the industrial service center, my work mainly includes: sorting and filing the information of each post, checking the water and electricity procurement, and supplementing relevant data in time, assisting Shengji Company to complete the data supplement, doing a good job in the collection of relevant fees, reporting the monthly statistics and abnormal sales of water and electricity, inspecting and supervising the reception of the front desk post, carrying out the specified tasks and objectives, assisting colleagues to handle more complicated water and electricity sales business, and coordinating more complicated business related to the owner.

Over the past year, I have earnestly performed my duties, implemented various laws and policies on property management, implemented the relevant rules and regulations of the company, and done a good job in daily reception:

First of all, unite colleagues, be helpful, and better maintain good interpersonal relationships with colleagues in the company. I always feel that if I don't get along well with my colleagues, let alone the owners. As a foreman, I set an example, be strict with myself and set an example. Together with all the clerks, unite as one, and make our due core role for the smooth development of our front desk reception work and the satisfaction of the owners.

Secondly, do a good job in training new employees in time. The number of front desk clerks has always been small, especially at the end of last year and the beginning of this year, which has brought certain influence to the work connection of our department. After supplementing the staff in time, through my hands-on demonstration and patient and meticulous explanation, they initially met the post requirements in the shortest time. Under our efficient and orderly organization, we can properly handle various services according to our priorities.

In addition, organize the collection of related expenses in time. According to the division of tasks, I am mainly responsible for the collection of housing and facade property fees. In the first half of the first month of each quarter, urge the property manager to prepay the property fee for the street facade.

In addition, the relevant data are statistically sorted out in time. Strictly implement trace management, that is, completely get rid of the abnormal and unrecorded situations in the past. All abnormal situations are recorded in writing and signed by the owner. The consistency of work is well maintained. Timely sort out and file the minutes of the meeting of complaints and suggestions from the owners of unit door maintenance.

Furthermore, improve the property management fee system in time. Fill in the garage miscellaneous room data of all communities.

In addition, you can complete other important tasks assigned by the company with good quality and quantity. Owner satisfaction survey, cleaning all public facilities in the garage.

Over the past year, although I have made some achievements in all my work, I know I also have many shortcomings. For example, when dealing with complex problems, the ability to analyze and solve problems needs to be improved. As a foreman, individuals sometimes focus on their personal work and strengthen the management of the image of the front desk, especially the details. In view of the above problems, my future efforts are as follows: first, strengthen theoretical study, consult leaders and colleagues humbly, and further improve my professional ability and work efficiency; Secondly, we should work hard on rigor, put more energy into team management, improve our comprehensive ability and make the company's window more standardized and efficient.

In addition, I have worked in the company for more than five years and accumulated a lot of work experience, especially in receiving owners and serving owners. To sum up, I have the following experiences and gains:

Only by putting the right position, being calm, being modest and prudent can we do all kinds of services quickly and win the satisfaction of the owners; (2) Only by firmly establishing service consciousness and strengthening communication and coordination can we eliminate the concerns of the owners and win their trust.

Finally, thank the company leaders for their trust. At the same time, I believe that our property management company will be able to go to work by going up a flight of stairs in 20xx.

Case site customer service supervisor summary 5-20xx at the end of the year. With the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts of employees of all departments, I earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to properly handle business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.

By the end of 20xx, 65438+February, 65438+September, 3 12 households had gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

The following is the completion and analysis of important tasks:

1, daily reception work

Fill in the "xx Record" every day, record the complaints and service items of the owner's calls and visits, coordinate the handling results, and give timely feedback and pay a return visit to the owner. The cumulative number has reached thousands.

2, information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent, so that the intention of the notice was sent in a timely and detailed manner, and the expression was clear and the words were accurate. At the same time, it actively cooperated with the contents of the notice to make relevant explanations.

3. The owner missed the project complaint handling.

/kloc-before August 0/8, 20xx * * issued 86 contact sheets for maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

4, the basement flooding accident treatment work

On August 4th, 20xx, the basement water seepage accident * * * caused property losses to 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

5, on-site service opinion survey work

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

By the end of February 65438+September, 20xx, our department had visited 38 households and issued 38 opinions on property services. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

6. Establish and improve the owner files.

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

7. Assist the government departments to complete the work, and assist the Sanhe Street Police Station to conduct a general survey of the owners living in the park.

Handled the certificate of social household registration change for the owner of 10.

8. Training and research

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

The shortcomings, problems and difficulties found in the work are summarized as follows:

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

3. The work follow-up and feedback of the owner's missing projects are not timely enough;

3. The timing, methods and methods of collecting various fees of the property are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The customer service work is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

6. The spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the cultural and recreational activities of the owners, has not been organized.

Future work direction and thinking:

On the basis of doing a good job in charging and daily work, our department will continue to strengthen the training and guidance for employees, further clarify various responsibility systems, strengthen departmental work discipline and service standards, and do all the work in time according to the objectives, budget and work plan.

1. Further refine and clarify the work scope and content of department employees;

2. Strengthen training to ensure that the employees of the department are competent for the corresponding positions and continuously improve the service quality;

3. Strengthen the disciplinary management of the department to make the work rigorous and disciplined;

4, strengthen the follow-up of information work, make the information smooth and accurate.

5. Through the daily work arrangement of the department and the study of psychological debugging skills, we will create an atmosphere of exercising at work and growing up through exercise, so that the employees of the department will have a sense of fulfillment and accomplishment although they are nervous.

6. Actively study scientific and formal workflow norms, rationally use advanced management software, and improve work efficiency.

7. Do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and organize cultural and recreational activities of the owners on a regular basis. At the same time, actively carry out and do a good job in various paid services.

To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, although some achievements have been made, they have not fully met the requirements of the company, and there is still a distance from the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, Shandong Province and Linyi Municipal Government on property management and the temporary management regulations of the new century residential quarter, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

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