Customer service annual work summary report

5 customer service annual work summary report

Time flies and a piece of work is over. Looking back on my past work, I feel very fulfilled and gained a lot. It's time to sum up past achievements in the work summary. The following is my annual customer service work summary report, welcome to read!

The customer service annual work summary report 1 year flies, and the new year is coming. In the next 20__ years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of property customer service. Now make a summary of the work in the past 20 years.

First, the basic content of customer service work

Customer service is a job that requires patience and responsibility, and a warm and positive working attitude is very important. 20__ _ _, I started to be a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, customer service experience and lessons

Before working in _ _ enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next customer service work plan

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

Customer service annual work summary report 2 It has been a year and a half since I came to the company as a customer service staff. Before I came to the company to do customer service, I had never been exposed to customer service work. I am completely unfamiliar with a job, and I can do it for so long, from "I don't know" to "I am very skilled". This is a visible growth and something I should be happy about! The reason why I have been working in the customer service position for so long is that on the one hand, I benefited from "persistence", on the other hand, I often summed up my work and found my own problems and advantages. I will continue to summarize my recent customer service work as follows:

First, respect-dedicated service

After working in the customer service position for a year and a half, I feel the importance of the word "respect" more and more. The work of customer service, to put it bluntly, is the work of communication between people, which requires mutual respect between people to do well. In customer service positions, we often meet people who don't respect our work, but this is not the reason why our customer service doesn't respect the object. To be a qualified customer service, we should always respect our clients. Even if they don't respect us, we should respect them and finish the work, because this is our job. To do customer service, you need to respect customers and serve them with your heart. I have been doing well at this point, especially in my recent work, I often meet people who don't respect our work, but I have managed to respect each other.

Second, tolerance-serving with love.

In recent customer service work, we often encounter some boring phone calls and people don't know how to start customer service work in an incomprehensible dialect. Boring phone calls are easy to solve, just refuse the other party's phone calls directly, and making phone calls in an incomprehensible dialect is extremely testing people's patience and endurance. Recently, in such customer service work, I gradually understood a lot of dialects that I didn't understand at all, and established a good relationship with these customers. From this, I saw my growth in tolerance, and I also saw that I really served my customers with love.

Third, smile-use good service.

In most cases, the work of customer service is considered unimportant. Even so, it doesn't matter Under such circumstances, I am still willing to smile at customers and improve customer service with my goodwill. The recent customer service work, especially such a smile, has made most customers praise my work!

The above is a summary of my recent work in the company's customer service position, which has drawn a perfect full stop for my efforts during this period and also played a guiding role in my future work. I believe that my customer service work will become more and more mature in the future.

Customer service annual work summary report 3 has been engaged in customer service management for more than four years. After many challenges and setbacks, I still haven't succeeded. I didn't realize my ideal, and I didn't get the satisfaction of the leaders. What is the reason? I've been thinking. Although customer service is a job with no future, it is also a job with poor treatment and low status, which is not valued or even respected. But I think, since I have invested four years in her, I want to do a good job of her and dedicate my experience to the latecomers, so that everyone can avoid detours and realize their ideal beautiful realm as soon as possible.

At first, I set up a customer service center, hoping to build an excellent customer service team with my advanced service concept, so as to make it a benchmark for high-quality service in hospitals and create a precedent for hospitals to truly serve customers as the center. At first, I really did it. Although the overall image and professional quality of my team are not satisfactory, everyone's service enthusiasm is particularly high. Whether it is their own work or extra work, as long as it is beneficial to patients, they will actively do it. Whether it is criticism or praise, I dare to mention it as long as it is beneficial to the service ... but after a while, I found that this enthusiasm is slowly disappearing. I asked everyone why, and someone said: Is my service useful? Some people also say: you are simply carrying coals to Newcastle; Others say: expressing opinions offends people.

At this time, I found that if you want to rely on the strength of a few people to reverse the overall concept of people in the big environment, it is simply throwing eggs at stones. Don't say that you are not perfect. No matter how well it is done, it is useless. After a long time, it will only be gradually assimilated; The more different you are from others, the faster and more intense you will be resisted, rejected and assimilated.

Later, I began to adjust my work ideas, no longer paying too much attention to the handling of patients' opinions, and wanted to focus on improving the service level. Organize everyone to learn the American service concept and Haier service practice, formulate their own service processes and rules and regulations, and guide everyone to visit private hospitals. I worked so hard that I almost lost confidence. In my opinion, it is very simple for my customer service staff to meet the standards, but it is certainly difficult to satisfy the leaders.

I also found that not everyone is suitable for customer service, especially in the special period of enterprise hospital transformation, some people simply regard customer service as a pension department, which is the first conceptual conflict between me and my subordinates. This conflict is still difficult to solve, because it is easier for people with problems like this to come in than to go out. The sequela is that everyone begins to learn from backward elements.

Next, it was the most difficult stage in my work: in desperation, I conducted a performance appraisal in the department. In the process of assessment, although I paid full attention to the principles of fairness, transparency and measurability, in the eyes of people who have no concept of work at all, the performance assessment itself is unfavorable to her, so although I think the method is scientific and the operation is fair, there are still some expected results, such as not being late again, leaving early and leaving without principles.

At this time, I found that if there is no enterprise environment, if you want to build a utopian small society, I'm afraid it's just daydreaming. The department level can be slightly higher than the whole, but don't think too much; And at the same time, we should pay great attention to ways and means.

Then I met the most uncomfortable thing: the bonus coefficient of our department was lowered collectively, which affected not only the income, but also the mood, work cognition, work enthusiasm and initiative of the employees in the department. For the first time, through my in-depth and meticulous ideological work, I survived the crisis and made small achievements in my work, which was affirmed by the dean; But in the process of the second performance appraisal, it was lowered again. This time, the ideological work was extremely difficult, and because I couldn't solve the hospital's decision, everyone put part of the responsibility on me.

At this time, I found that the change of income is the most sensitive thing for everyone. Faced with the fact that income will not be reduced due to business problems, in order to make everyone face up to the shortcomings in their work, we must first set out the facts, then make sense, then fully listen to everyone's opinions, create channels and places for emotional venting, and finally guide everyone to find ways to improve the value of their work.

As the head of the department, I must first straighten out my emotions and care about everyone's emotions. The situation has changed, and no amount of grievances, helplessness, anger and unwillingness are actually meaningless. After the subordinates' emotions calm down, I will understand their new hopes one by one and try my best to meet their requirements in work and life. In addition, recently, some hospital management systems have been introduced one after another, which is stricter than my previous assessment, so everyone's psychology is also stricter.

After four years of experience and setbacks, I gradually realized a lot. Not only did I see my own advantages, but I also had to admit that I was immature in management ideas and working methods.

Customer service annual work summary report 4 "Good years must be remembered, especially when it is orange, yellow and green" is another harvest season. First of all, I would like to thank all the leaders for their careful cultivation over the past year, and thank all my colleagues for their help and concern, which has enabled me to make continuous progress and growth in the customer service family of Bank of Communications. Here I want to sum up my work in _ _ _ _ _ _ _.

First, be loyal to your duties and sincerely overcome difficulties.

_ _ is my second year in _ _ company. With the increase in the number of _ _ _ _ customers, the increase in marketing activities, the increase in bank interest rates and other factors, customers' demand for the customer center of Bank of Communications is increasing, and the daily telephone traffic of _ _ _ _ _ customers has doubled compared with last year. Due to the shortage of telephone operators' human resources, work needs, personnel deployment and other reasons, the customer service traffic of Bank of Communications remains high, and the connection rate continues to decline. Faced with this situation, I deeply realize that as an ordinary customer service representative of Bank of Communications, I should always maintain a conscientious attitude, never give up when the company is in trouble, and dare to accept challenges.

Second, be willing to contribute and promote the flowering of happiness.

It is with this dream that I am not afraid of hardship and fatigue, and I am willing to contribute my own strength to the customer service of Bank of Communications as a support. With my own skilled experience in connection, the output of connection has increased from 50-60 to 80-90 a day, and I have achieved good results in the output of Bank of Communications Financial Services Center for three consecutive months, with the satisfaction rate of transfer evaluation as high as 99.0%. When sharing these experiences, I often tell you that "two more and two less" is actually less effort, less rest, more patience and less impatience in peacetime work, so as to achieve a win-win situation of output and satisfaction.

As customer service staff, our wish is actually the customer's recognition of our service and the satisfactory solution of customer's problems. I still remember a story with a client this year, which happened on National Day. At that time, a middle-aged gentleman called us for help, saying that he was in a hurry to transfer a sum of money in _ _, and could not install the certificate through online banking download. He was worried about this guest at that time. After patient appeasement, communication and analysis, it was found that the customer did not install the U shield installation program before downloading the online banking certificate, which made it impossible to install it. After understanding the situation, after patient and repeated explanations, the customer's impatience calmed down, and finally the online banking transfer operation was successfully completed. The big stone in the customer's heart was finally put down. At this moment, I won the praise of customers, and my heart was flattered and warm.

Third, carry forward the past into the future and sail on the sails of dreams.

In _ _ _, I took the initiative to join the "YMCA" organized by _ _ _, adding a lot of color to the activities of the company's Youth League Committee. I also thank the center for giving me a big stage to display my hobbies and expertise, and enriching amateur cultural exchanges among colleagues.

_ years, I will continue to move towards my dream. I passed the adult college entrance examination in my spare time, and now I am studying computer science as an undergraduate, constantly improving my cultural level. I hope I can approach the IT department of the company with my own professional knowledge, strive to become a qualified IT technician, and make a good career transition from service personnel to support personnel.

A year passed in such a hurry. Looking back on the past year, as the customer service staff of _ _ company, I have devoted myself to completing all the tasks of customer service in my post over the past year, and I have not forgotten to make up my work through self-study after work, so that my work can be handled better.

Looking back on the past year, through the correct command of the leaders, we have also made outstanding achievements. Now, I summarize the work of this year as follows:

1. Strengthen your own management and working ability.

In this year's work, with the development and progress of the company, we also constantly improve our requirements in our work. As customer service staff, we are the first line of communication with customers! In the sales process of the company's products, do customers have any doubts, dissatisfaction or satisfactory thanks to our products and business? We should all receive customers with good state and service and solve various problems for customers.

To this end, we must constantly strengthen our own management and improve our own abilities and skills! After all, in the eyes of customers, our service represents the image of _ _ enterprise. Our every move affects the image of _ _ enterprise in customers' minds.

This year, under the arrangement of the leaders, we conducted * * * _ _ trainings! Every study makes us realize our own shortcomings and further strengthens our ability to improve ourselves at work!

2. Improve the service concept and attitude.

In addition to the constant pursuit of accidents at work, our thinking and service attitude are also constantly exercising! Because customer service is really a job that tests people's will. As a bridge between the company and customers, we will not be influenced by customers because of some unexpected problems! In about _ _ _, a customer should be furious because of the delay in receiving the goods. And after asking, I learned that due to some minor accidents, the time was rarely extended. But for this reason, I have spent a lot of time to appease the customers' emotions. Even in the end, I was slightly affected. But I know it's not good. To this end, before the next work, I adjusted my status so that I can face the next customer in a good state. From this, we can see how important it is to have a firm attitude and a strong sense of service as a customer service! If I can't handle these problems well, then our image in the eyes of customers will plummet! This will become an irreversible scene and even affect future work!

In short, in this year's work, we are also constantly expanding ourselves with the growth of the enterprise, so that we can make greater contributions to the enterprise in our work!