Gains and feelings after two customer service trainings

# Experience # Introduction Customer service mainly embodies a value oriented to customer satisfaction, and integrates and manages all elements of the customer interface with a preset cost-service combination. I recommend you two articles about the gains and feelings of customer service training. I hope you can adopt them in time.

Gains and feelings after customer service training 1

Property management is a kind of comprehensive management that adapts to the modern production mode of comprehensive development of real estate. It is a unified management that is connected with the diversified pattern of property rights produced by the housing reform, and it is a socialized, specialized, enterprise-oriented and operational management that is compatible with the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry. During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.

Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.

The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears to deal with problems.

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.

Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve 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 solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.

The front desk reception is the service window of the management office. The main duties of the front desk reception are to keep the information channels unblocked, supervise and inspect, and dispatch and coordinate the work of various departments. In the daily service, the front desk should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve the work efficiency, the receptionist is also responsible for the statistical filing of charging data while keeping records of manual communication, which makes all kinds of information more complete, more convenient to query and maintains the integrity of original data.

(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. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

Management office reception and complaint setting system

In order to strengthen the contact between the management office and the owners and tenants, solve problems for the owners and tenants in time and improve social benefits, the complaint reception system is established.

1. The customer service center is responsible for receiving visitors, publicizing the office location and telephone number for accepting complaints, allowing owners and residents to visit and complain, and trusting the management office.

2. When encountering complaints from owners and residents, any manager should warmly receive them, take the initiative to ask, smile, not make things difficult, not shirk, not confront, not aggravate the emotions of owners and residents, treat acquaintances and strangers equally, treat adults and children equally, and be busy and idle.

3. Customer service personnel should record the problems mentioned in the complaints and visits of residents in time, conduct investigation and verification on the same day, and report the results and treatment suggestions to the director of the office, who will decide the treatment methods and responsible departments.

The four responsible departments should be enthusiastic, proactive and timely in handling visits and complaints, adhere to principles and highlight services. Do not shirk, dispute, shirk responsibility, embarrass the owners and tenants, or take the opportunity to ask for benefits, benefits, etc. After processing, the results should be fed back to the owner, tenant and director of the management office, so that everything is settled and everything is echoed.

5. All managers should fulfill their duties, provide satisfactory management and services for the owners and tenants, reduce the complaints and criticisms of tenants, and eliminate the dissatisfaction of owners and tenants before complaints.

Gains and feelings after customer service training II

After two days of professional training, I benefited a lot. The most important thing is that there is still a certain gap between us and senior customer service, and there are still many places to learn. Let me talk about my feelings from the teacher's explanation. Professional knowledge, when we answer questions for customers, the professionalism and correctness of solving problems will make customers feel that they are enjoying high-end and distinguished services. So in the usual work, we should accumulate more and learn more professional knowledge. When the customer makes a request, we will confidently show the service of the contractor to the customer, so as to gain the appreciation and trust of the customer, instead of feeling cheated. Therefore, in the future work, we should learn more knowledge, sum up experience and lessons, and implement our business.

Tone, in the service industry, friendly tone is very important, and tone is also a barometer of a person's inner attitude at that time. When talking with customers, your light, heavy, slow and urgent tone will directly affect the communication effect, and such a tone will make customers feel that you are perfunctory and disrespectful to him, which will easily irritate customers and hurt not only individuals but also the reputation of the contractor bank. In the future work, keep yourself in a happy mood, so that the meeting will also deliver pleasant services to customers.

Communication skills, methods are very important in communication with customers. Some ways may ignite customers' anger and may pour out customers' voices. So learn to listen when communicating with customers, and don't interrupt customers in a hurry. When a customer calls, try to let the customer complain, listen patiently and calmly, and never have a direct conflict with the customer. We should understand the reasons by listening, carefully consider the needs of customers and help as much as we can. Solve problems for customers, not my customers who are right or wrong. When customers complain, there is no need to appease them. The ultimate goal is to solve customers' problems.

During the two days of study, I deeply realized that speaking can create the world and expand interpersonal relationships. Speaking well will make people accept you, treat others sincerely, learn to put yourself in the other's shoes, learn to put yourself in the customer's shoes, learn to think from the customer's point of view, adjust your emotions when answering the phone, don't bring unpleasant emotions to customers, and always keep an optimistic attitude! Grasp the quality inspection, improve the call quality from the quality inspection, and deduct points is not the purpose, but the purpose is to better serve customers; Find a breakthrough in the daily report data, analyze and solve the problem. In the future work, we will work harder to learn from advanced customer service and create first-class customer service for the undertaking bank!