How to write a summary of customer service work

How to write a summary of customer service work

Summary is to analyze and study the relevant situation at a certain stage, and make written materials with guiding experience, methods and conclusions, which can improve our written expression ability, so we should make a good summary and write a good summary. So what should be included in the summary? The following is how to write a summary of customer service work I collected for you, hoping to help you.

My name is 1, and I graduated from the Department of Chemistry and Life Sciences of Anhui University, majoring in biological sciences. Worked as a customer service operator in mobile company 10086 from July to September. After two months of work, I have a certain understanding of customer service. Now I will summarize my feelings and understanding of customer service as follows:

1. Basic skills and quality requirements of customer service personnel:

The basic skills required by customer service personnel need to have good service spirit, good communication skills, fluent Mandarin, careful and meticulous work, good team spirit and cooperation consciousness, strong discipline and good mentality.

As a customer service staff, you need certain skills:

(1) Learn to be patient and tolerant. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers. The customer's personality is different, and his outlook on life, world outlook and values are also different, so customer service is to satisfy customers according to their own preferences.

(2) It's not easy, just do what you say. Customer service personnel should not easily promise customers what to do, which will make their work passive. However, customer service personnel must pay attention to their promises, and once they promise customers, they must try their best to do so. When I worked as an operator in a mobile company, the company stipulated that after receiving customer complaints, it must be handled within 48 hours, which is the embodiment of reputation and the basic requirement for customer service.

(3) Be brave in taking responsibility. Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, which should include all the losses brought by the whole enterprise to customers. So in the customer service department, it can't be said that this is the responsibility of that department. All responsibilities need to be solved by customer service staff, and you need to be brave enough to take responsibility.

As a customer service, you need certain skills and qualities:

(1) Good language skills. In the process of communicating with customers, he is fluent in Mandarin, moderate in speech speed, appropriate in words, humble and confident.

(2) Rich industry knowledge and experience. Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need solid professional knowledge and experience. Not only can you communicate with customers and apologize, but you should also become an expert in this service and be able to explain the problems raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As customers, what they want most is the help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience.

(3) To learn to put yourself in the other's shoes, we should consider both our customers and our own interests. This is the most powerful way to maintain and retain customers. When you encounter customer complaints, if you can put yourself in the other person's shoes, you can balance your work mood and improve your own quality.

After Xiyuan Property was formally established on June 1 XX, I took over the work of customer service foreman in Xiyuan Property Customer Service Department, and was responsible for the management of customer service group, cleaning group and maintenance group. It lasted for 7 months, from groping to familiarity, learning by doing. Every step of my progress has been warmly helped by company leaders and colleagues, and also supported and recognized by most residents. In these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties, served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, regulate behavior. Strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist and implement a work record book.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. 2,385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 626 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, the housing management is thorough and meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the responsibility system for the area, implement the personnel, posts and work contents, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, detailed and clear account management.

According to the classification rules of finance, every incoming and outgoing account is recorded in the account in different categories. At the same time, carefully verify the records of receipts, money and tickets, do a good job in bill management, and hand in and collect them in time. In just 7 months, 5 1 receipt has been collected, 42 copies have been handed in, 4 copies are in use and 5 copies are reserved. * * * Paid cash: 5003 1.70 yuan, in which XX card printing 1 1236.00 yuan, maintenance fee of 5509.00 yuan, self-paid property fee of 239 10.7 yuan, and management fee of 9 178. 00 yuan, garbage disposal fee is 6509.00 yuan. Property fee is deducted from salary in July-65438+February: 437376.85 yuan. So far, there has been no disappearance, false report or wrong payment.

Nine, publicity and cultural work.

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents.

Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, I was praised by the residents. I helped the owner contact housekeeping services such as hourly workers and paid services such as home appliances. Provide an entertainment environment for the owners to play the piano and sing songs, and close the relationship with the residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "XX Spring Festival Song and Dance Festival".

Ten, owner satisfaction is the ultimate goal of property management services.

In this survey, a total of * * questionnaires were distributed and recovered, and the overall satisfaction with property management was, including customer service satisfaction, cleaning satisfaction and maintenance satisfaction.

After seven months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Whether for property leaders, colleagues or residents, frankness itself is a good respect, and only sincerity can get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

These seven months' work has also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I hope I can have the opportunity to study in a more mature community, master more skills, improve my professional level, and have more horizontal contacts with my peers.

The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, and take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, so that our Xiyuan property can sneak into the hearts of residents and work hard for the arrival of the New Year! "Xiyuan Property, come on!"

How to write a customer service summary 3 Busy 20xx years are coming to an end. Looking back on the work of the property customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels in XX and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the inertia of XX work, make the work in a benign state, and greatly improve our work efficiency and service quality.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in X, mainly focusing on the front desk service standards, terminology of front desk service standards, etiquette, manners, etiquette of seeing off guests, etiquette of answering phones, manners and behaviors, and terminology of front desk handling business. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new "Property Management Regulations" and the improvement of other relevant laws and regulations, people's requirements for property are getting higher and higher. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the point of view of management service, we persuaded in good faith and stopped it in time, and communicated with XX's legal adviser more, and formulated corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

How to write a customer service summary in 4 seconds, XX years passed quickly, personal customer service department work summary. In this year, it seems that there is not much worth recalling. Life and work still have no scenery along the way, just when I thought the road was moving forward and the days were so calm. 165438+XX year1October, I came to usfine after application and selection, which was very. Happy.

It has been more than two months since I joined usfine, but for me, I have grown a lot. Learning a working method, work content and workflow that I am not completely familiar with from the beginning will help me to understand the workflow and content of the whole English customer service more comprehensively and systematically. Two months' work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking. Here, I not only criticized my work some time ago, but also made some summaries. How to do a good job in my future work and serve the company with everyone.

I. Summary of XX years

(1) Work summary

1October 23rd XX, 165438+, started to join usfine, studied with old employees, and participated in order registration and background management for the first time. Participate in the verification of English customer service orders for the first time; Participate in the questionnaire for the first time and complete the order reply; Contact the refund and complaint handling department for the first time. Here, I see hope, because I can learn more about my work. Because I have been engaged in related work before, I got started quickly. Thanks to the guidance and help of leaders and colleagues, and thanks to the company for giving me the opportunity to learn. Here, I see a group of hard-working, hard-working and down-to-earth people at work, I see a good team, and I have no sense of work pressure.

(B) deficiencies in the work

Lack of initiative in work, lack of communication with leaders and everyone, comprehensive and meticulous consideration of problems, and many mistakes, especially in order verification and follow-up. I need to spend more time and energy to study. Because this is far from the expectations and requirements of company leaders in their work. At the same time, the level of English theoretical knowledge, the ability to withstand work pressure, and the implementation and planning of specific work need to be further improved by XX%. A series of problems need me to overcome and solve in my future work, so that I can do my work better. And what you should do and can do, you should be brave enough to undertake, not rely on others, not shrink back, not escape, and bravely take every step, so that you will be more confident, bold and careful in your work in the future.

Second, the XX year plan

The new year is coming, full of challenges and opportunities. I must work harder. It seems easy, but it needs hard work, attitude, confidence and endurance. I firmly believe that with the correct decision of the company leaders, the assistance of my colleagues and my unremitting efforts, XX will be a year for me to realize transformation in usfine.

(a) enhance the sense of responsibility, obey the leadership arrangement, actively communicate with the leadership, improve work efficiency.

We should take the initiative to get the work to the point and implement it, so as to reduce work mistakes. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperating with colleagues and reporting work and suggestions to leaders. As a newcomer, you should put yourself down a little and understand the strength and importance of the team.

(2) study hard and improve.

When it comes to the study of work-related knowledge, I am not afraid of hardships and try my best to overcome them. I have encountered many new things, new problems and new situations that I seldom touch or even never understand. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. Faced with these problems, you should know more about yourself, be familiar with the company's products, order operation and how to manage, so as to quickly enter the work role and express it to customers in professional language.

(3) Take more actions and stick to the post responsibilities.

English customer service post, long working hours, heavy tasks, great pressure, night shift, shouldering the company image. Therefore, what is needed is someone who has a sense of responsibility, is not afraid of hardships, can endure hardships and is willing to contribute. We should also learn to constantly adjust our emotions and decompress ourselves.

There is no size of work, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so many people describe us as high-minded and low-minded. However, I personally think that I am highly motivated, and my characteristics are strong learning ability and sincere treatment. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to summarize, analyze and induce in time and professionally, and finally complete my promotion and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself.

(4) Be good at thinking and integrate theory with practice.

Be a careful person at work. Under the guidance and care of the company leaders, I gradually became familiar with the work situation. Through careful observation and attention, reflection and summary, I have absorbed the essence, extracted the dross, and constantly summed up experience in my work. Seize and discover the bright spots in everyone's work, learn from them and improve themselves.

How to write a summary of customer service work? The busy 20xx year is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since the introduction of "one-on-one butler service", no matter what problems we encounter in our daily work, we can do it without shirking and taking responsibility to the end. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to records and statistics, while implementing the "one-on-one butler service", training will also be conducted. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd. A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills. In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with laws and regulations such as "XX Management Regulations", "XX Residential Property Management Measures" and "XX Decoration Management Measures", learn relevant legal knowledge, legally solve problems encountered in practice, and make it clear that property management is not always guaranteed, nor is the property management company responsible for everything after paying the property management fee. The company also took some classic cases, and everyone discussed, analyzed and studied each other. A property company had a dispute. We need to constantly learn and accumulate experience in our work.

20xx will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company! In 20xx, our work plan is:

First, follow up the situation reflected by the owner in the XX satisfaction survey to improve the occupancy rate of 20xx.

Two, continue to standardize the work process, earnestly implement the responsibilities of each position.

Third, fully cooperate with all departments to do a good job in housing delivery.

Fourth, do a good job in decoration inspection, reasonably arrange relevant personnel to check, find it in time and handle it in time.

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