Model essay on customer service specialist's annual work summary (5 selected articles)

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Chapter 1: Customer Service Commissioner's annual work summary: First of all, we should thank the leaders for their trust and support. Your trust and support have brought enthusiasm and confidence to my work. With the establishment of a new image of medical guidance and the steady growth of consulting business turnover, we entered a new year with joy, experience, dissatisfaction with the status quo, planning and hope for the new year. In order to gain a better harvest, I will sum up the experience and shortcomings of previous years and constantly improve and improve my governance level.

In my current job, I am mainly responsible for the management of customer service and consultation hotline. According to the proposed work plan and the arrangement of the leaders, this part of the work is smooth. Due to the short entry time, I will summarize the main work of working for 3 months, please criticize and correct me. The specific summary is as follows:

I. Main Work Completed

1, Management of customer service and medical guidance

As the characteristic service department and window department of our hospital, the customer service department tries its best to cooperate with the service construction of the hospital in accordance with the service standards and governance model of star-rated hotels, adheres to the principle of combining centralized training with post supervision, realizes weekly training and monthly assessment, effectively improves the comprehensive quality of medical guides, standardizes the etiquette requirements of medical guides in terms of language, behavior and image in their work, and strengthens daily etiquette inspection. By paying attention to etiquette, the comprehensive quality of guiding doctors has been improved, and the quality and taste of service have been improved, which has made our own efforts to build a "famous brand hospital" in our hospital.

In practical work, in order to show enthusiastic service, every guide pours a cup of hot water for customers, making them feel warm, taking the initiative to pick up and drop off customers with mobility difficulties, carrying goods for customers, guiding and answering customers' questions on the spot, etc. Special job requirements require doctors to stand for a long time, and are not allowed to lie on the workbench or leave their posts without authorization, resulting in varicose veins in their legs to varying degrees. At the end of the day, my legs are sore and sleepy, but I have no complaints; On average, we receive about 100 new customers and follow-up customers every day, and repeatedly use service terms such as "hello", "can I help you", "please wait a moment" and "sorry", which reflects the enthusiasm, thoughtfulness and humanized service of our hospital in polite service.

The cooperation part should overcome the difficulty of one person and one post, cancel the rotation of doctors, and also support the work of other departments, such as nursing department, planning department (issuing magazines) and other departments. In order to work, doctors overcome the hardship that one person is not suitable for multiple jobs, work hard, and devote themselves to work without complaint.

When dealing with patients' complaints, I take the initiative, enthusiasm, thoughtful and patient working attitude and the working principle of being responsible for the hospital, the patients and myself, seriously receive every complaint and quickly transfer it to the dean's office to answer every consultation, so as to take care of the same interests of the hospital and patients to the maximum extent. In view of the growing reputation of our hospital, the customer service department has established a relatively standardized customer suggestion file, carefully understood the customer situation and collected customer suggestions, which eased the customer's emotions to the greatest extent and optimized the service quality while providing convenience for other business departments. Through the service of receiving complaints first, the interval between doctors and patients is shortened, the service content of our hospital is enriched and the affinity of the hospital is increased.

As the first window unit of the hospital, the medical guide desk has heavy work, complicated things and many clues. In view of this actual situation, I started with strict standard implementation and strengthened governance. On the basis of clear objectives and tasks, take the lead in setting an example, set an example, and do what doctors are required to do and what doctors are not required to do decisively. In the work, quantifying work and clarifying rewards and punishments fully mobilized the hard work of all doctors, brought glory and enthusiasm to our hospital, coordinated the work among departments, and promoted the overall work quality and efficiency of our hospital.

Chapter two: summary of the annual work model of customer service Commissioner. In this year's work, I deeply realized the importance of details. 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. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the 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.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join this excellent team, and the cultural concept of Ruihe and the working atmosphere of customer service department unconsciously infect and promote me; Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

Chapter 3: The summary time of the annual work model essay of the customer service specialist really flies, and the Year of the Tiger has passed in an instant. Although I didn't make outstanding achievements this year, I also gained a lot from my work this year. During this year, I felt the company's learning, openness, harmony and innovation, relaxed and harmonious working atmosphere, United and upward corporate culture, and the difficulty and firmness of colleagues in customer service department in their work. In particular, I would like to thank my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, through their unremitting efforts, I have also made some progress in all aspects. Now I will summarize my work as follows.

1. Through study and daily work accumulation, I have a deeper and further understanding of customer service.

All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work. There are many things you don't understand in your work, but if you don't learn, ask if you don't understand. Learning is the premise and foundation of all progress. During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through my study and the example of my leading colleagues, my work can be carried out smoothly.

Second, study job knowledge seriously, and work ability has been improved to a certain extent.

For a customer service staff, the feeling of doing customer service work is like learning to exercise one's endurance. The whole process feels that at most, it is hard to run, ask more questions and be poor. If one day you get used to this kind of work and are no longer tired, it means that you are a very experienced old employee. As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist. After all, most people need to manage, control and adjust their emotions. No one is perfect, I want to live and learn.

Third, properly handle daily complaints.

Most of the owners' complaints are some architectural defects, which are superficial fur. Of course, it cannot be denied that the details of the construction party are not in place. Occasionally, there will be sudden hydropower incidents, no matter what problems can make people improve and progress. We have dealt with many complaints before, but now the way of handling them is different from before, and our scope of responsibility is different. We always deal with housing delivery, handover and daily complaints with a positive attitude. Through the joint efforts of all parties and colleagues in the company, the overall delivery progress is relatively smooth.

Docking and handing over equipment in public areas with property companies; There are 18 elevators in the four buildings, and each elevator should be checked repeatedly. The initial inspection, re-inspection and final acceptance have to go through several processes. The water, electricity, fire fighting and other equipment of the eight buildings that have been delivered must be handed over to the staff of the project engineering and property management company on site. The most tedious work is to implement fire-fighting equipment in D2 plot. Due to various reasons, it has not been completely handed over to the property management company for many times. The fire-fighting equipment and facilities in some buildings were not installed by the same manufacturer, but were redecorated by shops. The monitoring center could not be online due to the cross-construction of various construction units in the basement. At present, the basic debugging of fire-fighting equipment has been completed, and it is being carried out in an orderly and tense manner with the property company.

There is water seepage on the basement roof of D2 residential area, which causes damage to elevators and other related equipment, resulting in a large number of complaints from owners and affecting normal travel. This problem has been fixed. There are some design problems, such as unreasonable installation of fire pipes and bridge, which leads to the owner's inability to park in the double-decker parking space, causing complaints from the owner, and some roof leaks. After careful explanation, we took active measures to coordinate a temporary parking space for the owner and solved the dispute that it was impossible to stop because of water leakage. Fire pipes, ventilation pipes, etc. Occupy the upper part of the parking space. After we have coordinated the field survey and measurement of relevant departments for many times, we have carried out rectification within the allowable reasonable scope. We patiently explained to the owner and actively communicated with the owner for many times, hoping to get the understanding of the owner and properly solve the problem.

Chapter IV: Summary of the Annual Work of Customer Service Specialist Model essay Telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth. In a blink of an eye, the customer service work in the past year is coming to an end, and the work in the past year is summarized as follows:

First, based on their own duties, love their jobs and dedication.

As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.

Second, study hard and keep pace with the times.

I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply realize that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

1, pay attention to integrating theory with practice. Use theory to guide practice in work, and study for the purpose of application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.

2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.

In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service.

1, effectively complete the outbound task. Good at discovering the living habits and personality characteristics of customers in various regions, and making efficient outbound calls. For example, personal loan collection in the region generally has a high contact rate in the afternoon, so it is necessary to make more appointments for customers to call back; Another example-the bank's customers are slow to understand and reflect, so we need to slow down to cooperate with our customers when making outbound calls. Realize the combination of quantity, quality and benefit.

2. Strengthen self-study and improve business level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned and answer customers' questions accurately and completely.

3. Constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.

Chapter 5: Annual Work Summary of Customer Service Specialist. Fan Wen has been working in the company's after-sales service department for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed various tasks arranged by leaders, and my business level and working ability were also improved. The work of this year is summarized as follows:

First, establish a global concept and do a good job.

I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation of the product in the process of use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:

1. With the cooperation of the leaders and colleagues of the after-sales service department and branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, realizing the timeliness of service contact and coordination.

2. With the active cooperation of the after-sales service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales service files were improved.

3. Under the guidance of the leaders of the after-sales service department and the active cooperation of colleagues in various departments, the monthly after-sales service report was drafted and a smooth information platform was established.

4. Analyze and summarize the monthly report of after-sales product quality, report it to department leaders and quality control departments, deal with customer problems in time, improve product performance and improve product quality.

5. Provide technical support for after-sales personnel of each branch and solve customer problems.

6. Seriously complete other tasks assigned by the leaders.

Second, be good at professional skills and be diligent in on-site observation.

The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but also consider problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I actively study and participate in the debugging of new products to improve my professional skills. During the company's third customer training course, I studied with customers and after-sales service personnel of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.

Third, being good at communication is better than assisting coordination.

After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication skills. For new technologies, customers often have improper operations, and not all operations are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.

In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.