Summary of customer service work

Model essay on customer service summary (6 selected articles)

The busy and substantial work has come to an end. Looking back on your work during this period, I believe you have many feelings. Let's sort out our past work and write a work summary. Then the question is coming, how to write a work summary? The following is a customer service summary essay I compiled for you, hoping to help you.

Customer service work summary 1 With the arrival of the first snow in XX, it indicates that XX is coming to an end. The clock of XX years has started to count down. At this moment, get a pen and make a summary for yourself in XX and make a plan for the coming year. It has been more than August since I joined the company on April 3rd. These days in the company, I feel very happy, both at work and in life.

As a customer service staff, I deeply understand that to do a good job in customer service, we must first understand what problems we are facing and what problems we should deal with; Secondly, what kind of ways and attitudes should be used to deal with these problems; Then, cooperate with timely service and enthusiasm for users to serve customers. Let customers feel the value of our work in the process of being served.

Since I joined the company, I have been mainly responsible for the collection of property fees and utilities of Shangzhong Building. Last month, the charging rate reached more than 90%, and the charging budget of Shanghai Middle School was exceeded in XX years. At the same time, assist the cultural building to send and receive letters, handle complaints and other related matters. In the process of completing the above work, I learned a lot and grew a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of leaders and colleagues, especially under the careful guidance of managers and supervisors, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I have some difficulties in collecting the fees for going to the middle school building. For example, Shangzhong is a commercial and residential building with a large flow of people. Some business owners stay at home at night, and it is difficult to find the owner. In terms of safety in high school, the engineers helped me collect the relevant fees at night, and I am very grateful to them.

I realized the importance of details in my work and life. 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. In Pauli's work and life, I deeply realized that the details should not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by 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;

In the planning for the coming year, while doing a good job, I actively consult books on all aspects of property, apply for qualification certificates on property, and constantly improve my business level.

It's snowing harder and harder outside, and it's a good year. Poly is about to usher in a more brilliant year next year.

Customer service summary 2 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:

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 your best to understand customer 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, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem 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.

Customer Service Summary 3 Although I have been working for half a year, with the support and help of company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:

First, the daily work of the customer service department.

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, straighten out the relationship and create departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.

2, timely understanding of housing preparation and delivery, to provide a basis for leadership decision-making. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

3. Accept customer complaints and timely coordinate relevant departments to properly handle them, and actively respond to the call of the five spirits of the employees of the group. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.

4. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Three. Existing problems and future efforts

Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the second half of the year, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try to do:

First, strengthen study and broaden knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company;

Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

Summary of customer service work 4 The customer service department takes two benefits as the center and three satisfactions as the basis, and the success rate of consultation and appointment has been improved in Qixin. Combined with the actual work in XX years, the work in XX years is summarized as follows:

First, standardize the consulting work:

(a) to formulate the rules and regulations of the consulting department.

Including consulting service standards, consulting department assessment rules, telephone call back service standards, consulting department work scope,

Job requirements of consulting department, etc. , refine the service standards of each specific job and the basic work specifications of the consulting department.

(two) standardize the consulting business skills, improve the success rate of consulting:

In the first week of 10, the consultation success rate was about 18%, and the appointment success rate was 43%. So far, the success rate of consultation is about 50%, and the success rate of appointment is over 60%. The success rate of consulting appointment has been greatly improved, and the standardization effect of pre-business skill training and consulting service is very remarkable.

1, professional knowledge learning:

A, once a week, the consultant gives lectures to cultivate the learning enthusiasm and autonomy of the consultant, and the lecturer can master the professional knowledge to the maximum extent.

B, at the end of each training, conduct a professional knowledge assessment, and the assessment results will be evaluated by the doctors who teach in the department.

C, call other hospitals every month to summarize, try to figure out, understand and learn the consulting skills of other hospitals from their consultation, compare them on the basis of learning, find out their own advantages and give full play to them.

2. Regular consultation record evaluation meeting.

A, regularly check each consultant's consultation records, focusing on comments and summaries, and point out the problems existing in the consultation in time to improve the quality of consultation.

B, consulting doctors' skills and marketing communication, and each consulting doctor's evaluation of others' consultation.

C, personal analysis of their own consulting records.

D make statistics on the success rate of consultation appointment once a week, analyze the reasons of curve change in time, find out the key points and analyze the problems of each small link.

3. Improve the return visit mechanism for consulting patients: the return visit mechanism is mainly applicable to patients who have made an appointment and patients who have seen a doctor. After application, the success rate of booking has increased from 43% to 74%, which has greatly improved.

A, sending an appointment number to a patient who made an appointment at that time; Patients who have not seen a doctor should call for consultation.

B, the next day, analyze the patient's appointment on the first day. For patients who have not seen a doctor, make a telephone call back to find out the reasons for not seeing a doctor and the trend of seeing a doctor, and conduct re-marketing in time.

C. If the line is disconnected because the phone is busy, an apology message will be sent the next day, and tracking will be developed again.

D, twice a day (before 9 am and 4 pm), send a message to remind the doctor.

(three) according to personal characteristics and job requirements for post adjustment.

Network consultation and telephone consultation have different characteristics. According to the proportion of network consultation and telephone consultation, timely adjust the position.

Second, do a good job in collecting all kinds of information and analyze the feedback in time.

Since 10, various reports have been drawn up, including advertising information statistics, all kinds of data statistics of undergraduate department, all kinds of data statistics of guiding diagnosis, source code statistics of initial diagnosis information, and other hospital marketing information collection.

1, according to the requirements of the hospital to collect all kinds of information:

First, our advertising information collection and advertising monitoring;

B, the collection of marketing means of foreign hospitals;

C, information collection;

D. collect information for preliminary diagnosis.

Summary of customer service work 5 Time flies, time flies, and in a blink of an eye, I have been a customer service worker for almost a year. There have been joys and sorrows, successes and failures this year. In the interweaving of happiness and sadness, success and failure, I gradually grew up, my professional and technical level continued to improve, and my theoretical knowledge was fully practiced.

The work of customer service is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.

Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.

When making the goods in/out report, we should pay attention to the following points:

First of all, we should find the corresponding customer service headquarters receipt, Shenzhou invoice, inventory department invoice, Shenzhou computer customer service maintenance list, sales warranty list and other documents. Carefully check whether the file information is consistent with the data information recorded during your own inventory. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.

Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers, so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.

Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write down your name and date, and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check. Fourth, it should be noted that you should take the corresponding account books on the goods warehousing report, China customer service maintenance list, sales warranty list and other documents immediately after delivery. Our company has five spare parts account books, which are good and bad parts inventory account, spare parts current account, bad parts account, bad parts account and in-transit account. In addition, the spare parts sent to you by the headquarters are not charged or you have not received the spare parts sent by the headquarters, so you should pay special attention to the account. But keep this clip. After receiving the spare parts and "Shenzhou delivery list" sent by the headquarters, the payment shall be made immediately.

Customer Service Summary 6 Time flies, and it's hot in June. In the past six months, with the help of leaders and colleagues, I have finished my work well. Of course, my work has both gains and shortcomings. Now I will summarize my work in the past six months as follows: My recent position is a tour guide. As a guide passenger, passengers will see me at the first sight when they enter the door. When passengers are confused, I will meet them and ask, "Hello. Guide the passenger to the ticket window and tell him where to check in and get on the bus. When I see passengers with mobility difficulties in the distance, I will push them into wheelchairs and help them buy tickets. When I see passengers with luggage and children, I will take the initiative to run up to help with the luggage, guide them to the service desk to buy tickets and send them to the ticket gate, give them to my colleagues at the ticket gate to take care of them and escort them on the bus. It is my daily job to answer passengers' inquiries, help them buy tickets and escort them on the bus. In my opinion, these humble jobs have been recognized by passengers, and often the most sincere and simple "thank you" from passengers will make me moved and satisfied. It is also a "thank you" that makes me deeply understand the meaning of happy work and happy life, and makes me more determined to do this job well.

It begins with passenger demand and ends with passenger satisfaction. Front desk work, in addition to providing quality services for passengers, should also have excellent business knowledge. The bus lines around me and the information of passing stations are the key points I will study hard in the future. Strive to overcome carelessness in work and operate in strict accordance with the workflow. I remember once sending a high-speed transit passenger to the service area. After putting the passengers on the bus, I was busy with other things, and I didn't contact my colleagues in the high-speed service area to meet the transit passengers in time, which led to the passengers' failure to find the boarding point in time, which caused the passengers' dissatisfaction with the service of our station and affected the image of the main station. So I have to learn a lesson, do things seriously, and make things clear that day to avoid the dissatisfaction of passengers caused by work mistakes.

At work, the sisters in the department are United and cooperative, regardless of you and me. When I encounter difficulties, they will silently help and support me. With them, I can always solve various problems in my work as soon as possible. With the vigorous implementation of the membership card, more and more of our members have retained some tourists for us. Some of our passengers have been upgraded to gold card members. The department also launched a postal service for passengers' lost items. We can give the lost items to passengers by car mail while waiting for the bus, which saves passengers' time and is recognized by passengers.

The department adopts a rotation system, with one person and one post. Everyone has his own fixed post, which improves the original working mode. From the original work is not in place, the responsibility is not in place, and the problem is difficult to trace. Up to now, the responsibility is in people's hands. What we lack now is perseverance in doing things. We can't stick to a good plan, and we can't finish it, so some things will fall by the wayside.

Our department has a United team, harmonious interpersonal relationship and strong work efficiency, but there are still some shortcomings. We lack innovation, and sticking to the rules will only make us lag behind the times and our work level will not be strengthened. Only innovation can make our works rich in quality and flavor of the times.

People who know how to cherish will be happy, and those who know how to cherish their current jobs will be rewarded. Therefore, in the future work, I will constantly strive to improve the service level, improve the service methods, achieve passenger satisfaction, and strive to become an excellent employee of the department and the right-hand man of the leader.

In the second half of the year, I made the following plans:

1, continue to strengthen business knowledge, expand knowledge and enrich business skills;

2. Adjust the mentality; Be good at adjusting bad emotions and consider problems from the perspective of passengers;

3. Raise the awareness of active service;

4. Improve your innovation ability at work.

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