Summary of customer service work for one month

The work of customer service is a bit trivial compared with other positions. A seemingly simple job sometimes makes mistakes. I have compiled the "Model essay on customer service for one month" for reference only, hoping to help everyone!

Chapter 1: Summary of customer service for one month. In this month's time, our customer service department completed many tasks, obeyed the leadership's command and arrangement, and did every job well. In this month's work, each of our employees learned from each other and cultivated themselves better. I have seen everyone grow up.

During this period of work, I also checked the customer service work of our previous game. Relatively speaking, it is not perfect. Maybe our previous company didn't pay much attention to this department. Judging from the working hours, although I am the only one at present, sometimes I go to consult and the department's answer is not very detailed. Maybe it's because everyone is very busy, but I still hope that when our project starts, the customer service end can get corresponding support from all departments. After all, the customer service is a window of the game company. If this window gives people the impression that it is unprofessional and inefficient, the efforts of all employees in the company may fall short. Therefore, I am very much looking forward to receiving strong support from relevant departments when training employees. Some information about this month's work is relatively reflected in this week's weekly report. Specific details need to be supplemented in the course of work.

According to the priority, the work of xx month is divided into the following blocks. In my opinion, the first thing to be solved is the one-week data outline of the overall customer service training (and cooperate with the departments to make necessary improvements as needed), refine the data of the training outline (communicate with relevant departments), use the game forum to promote the work, sort out the operation process of refining the proposal, and cooperate with the development planning department to improve customer service tools. The rest of the trivial forms and papers need time to complete.

As for the temporary work arranged by the company, it depends on the amount of information to determine whether all the work planned for this month can be completed and the proportion of completion.

The customer service department is one of the departments of the company, which undertakes the responsibilities and work that should have been undertaken, so that the company can develop better.

Chapter two: one month's work model essay customer service summary customer satisfaction is the most important standard to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve the necessary purpose. If a large part of the products and services we bring him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

Customer return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, customers may not have anticipated various situations, and they may have encountered them in the process of using them, or they may have a direct understanding of the company's services, so they can give feedback to the company, and our feedback to customers will also be studied and saved, so as to improve customer satisfaction, and the ultimate goal is to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information brought by customers is an important purpose of enterprise return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.

Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve the quality of self-service through efforts. Self-service quality can only improve customer satisfaction, but not determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on how its customers support it. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of an enterprise can be "zero complaints, no complaints".

I think a person can only overcome his own shortcomings, surpass himself and realize his ideals and the value of life if he keeps working hard and struggling.

Under the leadership of the general manager of xx Company, I am responsible for answering the telephone business, demanding myself with high standards, constantly learning, assiduously pursuing, strengthening my self-cultivation, enhancing my potential, and doing a good job in customer service. Although there are many inadequacies in my work, I will faithfully perform my duties in my future work, constantly check and reflect on myself, constantly forge ahead, and devote myself wholeheartedly to various work practices. My belief is "as long as I can do my job, I can do it." The main work of xx month is now reported as follows:

First, always remember (1) that customer satisfaction comes first before going to work every day; (2) The customer is always right; (3) If the customer is wrong, still remember that the customer is always right;

Secondly, we should strengthen the tracking of the vehicle's driving position, so as to optimize the service to customers, and let customers always give accurate answers at the first time whenever and wherever they inquire about the location of goods, and we are not disappointed.

Third, in order for the goods to reach customers on time, check the status of the goods in transit in time and try not to let customers call to urge the goods.

Fourth, report the damage of the goods in time, so that the courier company can know the condition of the goods at the first time.

5. Check the inventory in the warehouse during commuting time.

Every phone call is related to our performance. Make a good record of phone calls and customer information.

Looking back on the previous work, I feel that there are gains and losses, and the shortcomings are mainly manifested in the following aspects:

First of all, in the work, the previous working methods are relatively simple, not comprehensive and detailed enough, and not calm enough. Secondly, the potential of answering customers' calls needs to be further improved. In addition to these shortcomings, the next step needs to be overcome and improved.

Therefore, in the next step, I will learn management and work experience from leaders and other colleagues with an open mind, learn good working methods, study hard and improve my own quality. It is necessary to further study relevant theoretical knowledge and combine practical experience to effectively complete various task indicators. Work should be handy and have the potential to control the overall situation. Strengthen professionalism and sense of responsibility. Caring and caring for colleagues, we will always be a strong group, and we must be able to do better and best. I must be able to carry out business within the company and have the most basic qualities: a strong sense of professionalism and responsibility.

Please criticize and correct the above report, welcome to give me more valuable opinions on my work, and take this opportunity to express my sincere thanks to the leaders who have been caring, supporting and helping me.

Chapter IV: Summary of customer service for one month.

1) At present, there are 13 employees in this department, department manager 1 person, deputy manager 1 person, 8 customer assistants (currently 1 person is on wedding leave) and 3 engineering assistants, including community culture propagandist 1 person. Due to the shortage of manpower, a property manager was seconded from the property management department to assist in the work.

2) On the 4th of this month/KLOC-0, Manager xxx organized all customer assistants and engineering assistants to conduct training on property acceptance measures. Through this training, we have a systematic understanding of the conditions and procedures required for property acceptance. Colleagues who participated in this training spoke highly of the training. Through this training, we have a deeper understanding of the great benefits of property acceptance to property companies, and at the same time, we have made good preparations for the early property acceptance.

In terms of customer service

1) The staff of our center keep good gfd every day. At the morning meeting every day, the manager on duty during the week will check the gfd of each customer assistant. If the gfd does not meet the requirements, our center will give warning and punishment. At the same time, the staff of our center always warmly receive every owner with a sincere smile, carefully record every problem reflected by the owner, carefully follow up the problems reflected by the owner and reply in time, so that the owner can enjoy our high-quality property services, thus improving the satisfaction of the owner.

2) For the maintenance unit that has completed the maintenance, arrange the staff in the customer service area to make records, and immediately reply to the owner about the maintenance status of the unit and the specific information, time, contact information, owner's name, etc., so as to better serve the owner.

3) On October 9th of this month, Manager He led a team to xx to participate in the first and second parts of the East China Skills Competition. Although my property has achieved good results in this part of the competition, we also found that other properties are better than mine during the competition, which is worth learning and learning from.

Community culture

1) On this month 10, our center organized the activity of "Happy Moon Cake, Mid-Autumn Festival Reunion", which attracted more than 60 business owners, men, women and children, and made everyone have a happy and unforgettable Mid-Autumn Festival.

2) On 23rd of this month 15: 00, our center organized the owners to hold the seventh owners' forum. On the basis of the previous six owners' symposiums, our employees' service awareness, service quality and service efficiency have been greatly improved, and many difficulties and concerns of owners have been solved. During the owner's symposium, the owner also affirmed our work in this regard, especially that our security work is very outstanding. At the same time, the heads of all departments listened carefully and recorded the thorny issues raised by the owners at the forum. After the symposium, they will follow up the thorny questions raised by the owners and give answers.

Overview of thorny issues

1。 supporting facilities

1) received a notice from xx cable digital TV, and will handle all-digital TV service at the gate of xxxx on 24th and 25th of this month. If it is not handled in time, it can be reissued in the business hall of xx Cable TV Network Center. Our department has posted this notice in the garden area.

2) At present, only the power boxes of building xxxx 1 1 and unit 2 are broken, and unit 3 of building XXXX 1 0 is stuck on it, while unit 10 1 and unit 2 of building 102 are not reflected.

3) The existing business card printing machine can't make business cards, and it has been returned to the factory for maintenance.

2. Others

1) Many owners reported that there were insects in the main roads and gardens of the park, which seriously led to the normal life of the owners. This problem has been communicated with relevant departments and is now being followed up.

2) According to the existing owners, the terrain of their gardens is obviously lower than that of public lanes, which leads to serious water accumulation in the gardens in rainy and snowy weather and hinders people from traveling. In view of this situation, the staff of our center have sent the work and business contact list to the project department, and are now following up.

3) The owner of Unit 20 1 00 of Building XXX/Kloc-0 damaged a street lamp on the main road of the hotel. Now that the owner has paid for it, the street lamp is short of materials and needs to be repaired.

4) Tenant No.406, Unit 2, Building No.4) xxxx 10 reflects that the tap water has an odor. Upon receiving this question, our department immediately contacted the water supply company and asked it to test the water in the main pipeline of Qintan Fengyuan Community to confirm that there was no problem. Our company has also reflected this situation to the owner, but he has always insisted on the smell and paid for it himself. 300 yuan asked our department to help him replace the water pipe, and now he is following up.