Telephone customer service self-assessment

Self-evaluation is an individual's self-summary of his study or work life at a certain stage. Self-evaluation can make us more clear about our goals. Let's write a self-evaluation together. Have you figured out how to write it? The following is the self-evaluation of telephone customer service I collected for you, hoping to help you.

Telephone Customer Service Self-evaluation 1 Customer Service Department undertakes the main work of customer service of property companies, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.

After a recent visit to the customer service departments of various projects in our company, it is found that the customer service departments of various projects can better complete the customer service work undertaken by the customer service departments. At the same time, there are also some problems, such as:

1, the staff's business level and service quality are low, which mainly shows that the methods and skills to deal with problems are not mature at the moment.

2. The department's management system and process are not perfect, which will inevitably affect the department's work efficiency, employees' sense of responsibility and work enterprising. At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.

1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.

2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.

3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.

4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.

5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.

There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.

Telephone customer service self-identification 2 time is too thin and fingers are too narrow. In a flash, 20xx years passed. When I first came to the company, I may not have changed from the leading role of students at once, and I am a little uncomfortable, but I am getting used to this rhythm. I have joined the customer service department of Hengli Company for more than half a year. In the past year, with the careful care, guidance and tolerance of leaders and colleagues, I have made necessary achievements in my work through my unremitting efforts, but there are also shortcomings.

The customer service department is the bridge and information center of the management office, which plays a role in contacting the inside and outside, so colleagues in various departments should live in harmony, because the service level and quality of customer service personnel and the support of various departments at work directly affect the overall work of the customer service department, so the boss's requirements for each customer service personnel are quite strict, careful and professional. It is far from enough to learn to do boring and monotonous work vividly, so the boss has done a good job in all aspects of training new employees, even the most basic ones. Personally, I just came to the company for training for a month and transferred back to Shaoguan to work. I felt that I had just learned the most basic fur of customer service staff, but I was later asked to go back to the company for another month. I didn't think it was necessary at that time, but I felt a little behind after I came down.

At work, I will encounter problems that I don't understand at any time. Colleagues who are asked are very willing to teach and will not put on the airs of old employees. This is a relief for new employees. Of course, I will also meet some very tricky customers at work. As a customer service staff, I should first treat customers sincerely, treat customers as friends, sincerely provide practical and effective suggestions and help to customers, and listen carefully to their questions when giving advice to customers. Only in this way can we persist in calm, careful analysis and guidance, and put out the emotional anger of customers. To deal with such problems, we should not only master the basic skills of customer service staff, but also learn to improvise to avoid customers complaining more because of service attitude problems, so we should accumulate more experience in our work.

Seriously, sometimes I don't notice some details in my work. Maybe it's because I'm not careful and skilled, or maybe I'm not professional enough. Sometimes it is inevitable to make some mistakes at work. I will try my best to overcome these shortcomings and hope to do better in the future.

Looking back on xx years, the company overfulfilled its tasks with a little shortage of staff. It's a little hard for me to start a job, but I have gained growth and achievements. Thank you very much for giving me such a platform. Looking forward to next year, we are facing opportunities and challenges. To this end, I will continue to unite and cooperate with Qixin in next year's work to achieve departmental goals and contribute to the development of the company.

20xx is a brand-new year and a year of self-challenge. I will try my best to correct the shortcomings of the past year, do a good job in the new year and contribute to the development of the company. Here, I would like to express my gratitude to my colleagues who have always supported my work. Thank colleagues for their tolerance and patience, and also thank the boss for his concern in work and life. Without the training of the company, there will be no promotion at present, although the promotion is not obvious. The growth and improvement of job skills of some employees in the company. Being a colleague gives me some sense of accomplishment and is also a spur to me. Continuous learning can make continuous progress. Every job my boss gives me is an opportunity for me to learn, and I will try my best to finish it. Time is always a cycle year after year, but time records all the advantages and disadvantages. In the new year, I will put all the experience I have accumulated in my old job into my new year's work. I will work harder to do my own work, strengthen the cohesion of the department, and strive for a new look and make greater progress in the new year's work.

Telephone customer service self-evaluation 3 1 year customer service work ended in a busy schedule. In fact, I am looking forward to this full working state. Customer service is a test of my willpower. I hope to do this well, of course, not only because I am responsible for myself, but also because I always have a stable mentality. As a matter of fact, I have planned my work for a long time. Although it is not a long year, it is definitely more secure to have a plan. At present, I am very much looking forward to improving these basic things. Many times, I am very demanding of myself. I used to be infinitely optimistic about myself, and this year I also assessed the telephone customer service work.

I. Commercial aspects

Do one thing, love one thing, absolutely no problem At work, it is very necessary for me to expect that I have a security. I think no matter what the problem is, there should be a proper attitude. I know this very well when I call customer service. I think it is the best policy to solve problems in my work. I have been reviewing my work for a year, and I think this is a very simple state. Improve these things at work. In terms of business, I have been working hard for a year and dare not encounter any neglect. I think my business will improve only if I strengthen my ideological construction and study in a stable working condition for a long time. I have always expected myself to be more than just a telephone customer service. I also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.

Second, keep learning.

It is not easy to learn how to do a good job. Although I have enough customer service experience, after all, I have been in an enterprising working state in recent years, and I can see where I still need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope I can grow up at work. In fact, it gives me a very good learning environment. In the past year, I also learned from others. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these materials.

Third, shortcomings

I understand these simple materials with an open mind Although there are some shortcomings, I can always correct them. I expect to have a good state at work, which can be study. In the past year, I felt that I was impatient on the phone, and because of these problems in communication, I mainly brought some personal emotions into myself. I will correct these shortcomings.

Telephone Customer Service Self-evaluation 4 20xx With the strong support of the company leaders and the unity and cooperation of all departments, our customer service department studied the basic knowledge of property management and job responsibilities with the hard work of the department employees, warmly received the owners, diligently completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to urge the maintenance, complaints, return visits and other business services to be properly handled, and successfully completed all the goals and plans formulated at the beginning of the year.

By the end of 20xx, 65438+February, 65438+September, 3 12 households had gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

The following is the completion and analysis of important tasks:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent by the information group transmitter, so that the notices were sent in time, in detail, clearly expressed and accurately used, and the relevant explanations were made with the help of the notice materials.

Third, the owner missed the project complaint handling work.

/kloc-before August 0/8, 20xx * * issued 86 contact sheets for the maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Four, the basement flooding accident treatment work

On August 4th, 20xx, the basement water seepage accident * * * caused property losses to 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. Afterwards, we participated in the negotiation with the owner attentively, and distributed the replacement items and offset the compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, our employees go into the owners' homes attentively, collect opinions and suggestions from various customers on the property management process, and constantly improve the service quality and service level of property management in residential quarters in the new century.

By the end of February 65438+September, 20xx, our department had visited 38 households and issued 38 opinions on property services. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Six, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.

Handled the certificate of social household registration change for the owner of 10.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image establishment of customer service personnel, from the basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Department employees are led by a team with insufficient ideological understanding and no vitality into a team full of expectations for the company, the development of the industry and their own growth; Train departmental staff from a blank knowledge of property management to a team with necessary common sense of property management.

The deficiencies, problems and difficulties found in the work are determined as follows:

1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

Fourth, customer service is under great pressure, and the physical quality and self-psychological adjustment potential of employees need to be continuously improved.

Five, customer service information is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software, improve work efficiency and simplify work difficulty.

Sixth, the construction of spiritual civilization in the community, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not yet been organized.

Future work direction and thinking:

On the basis of doing a good job of charging and daily work, our department will continue to strengthen the training and guidance of employees, further clarify the responsibility system, strengthen the work discipline and service norms of the department, and do all the work in time according to the objectives, budget and work plan.

First, further refine and clarify the work scope and information of department employees;

Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;

Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;

Fourth, strengthen the follow-up of information work to make the information smooth and accurate.

Five, through the department's daily work arrangement and psychological debugging skills learning, create an atmosphere of exercising at work and growing up in exercise, so that the employees of the department have a sense of accomplishment and a sense of accomplishment that is nervous but will not feel too much pressure.

Six, study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.

Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, carry out and do a good job in various paid services.

To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of all employees, although necessary achievements have been made, they have not fully met the company's requirements, and there is still a distance from advanced property management standards. We must strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, Shandong Province and Linyi Municipal Government on property management and the temporary management regulations of the new century residential quarter, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

Telephone customer service self-evaluation 5 For a customer service representative, doing customer service work feels like a person who has learned to eat Chili. There is only one word that feels the deepest in the whole process: spicy. If one day you get used to this smell and stop choking and touching your nose and crying, it means that you are already an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator.

Before every new employee goes online, I will tell them that an excellent customer service representative is only skilled in business.

Knowledge and superb service skills are not enough. On the basis of the following two points, we should constantly improve the professional psychological quality as customer service representatives, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, we should treat users sincerely, treat users as relatives or friends, and sincerely provide users with practical and effective suggestions and help, which is one of the prerequisites for happy work.

In addition, in general traffic management, I always seek a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations and affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in others' shoes and feel that you grew up with mistakes. As long as a person responds bravely with the necessary heart and courage and bears the consequences caused by his own mistakes, there is no difficulty. As the saying goes, it is good to know your mistakes and correct them.

Of course, while constantly implementing our own experience and ideas and achieving necessary results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner.

When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "This thing is very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood comes, hurry together and go with the flow. On the outer layer of the ant ball, some will be driven into the water by the waves. But as long as the ant ball can

Go ashore, or encounter a big drift, and you will be saved. "Before long, the ant ball fell to the ground, and the ant colony, like the soldiers on the landing craft, opened one layer at a time and rushed to the embankment in rows quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball.

Fortunately, our call center itself is a dynamic and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. The users of public telephones and cards in the call center have the highest monthly complaint rate due to business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, they are always treading on thin ice and are cautious, for fear that they will go beyond the level of complaints because of poor handling.

Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, for example, to do a large-scale training on service awareness and emotional management to stimulate the enterprising spirit of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives.

Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and simply put myself into battle.

Telephone customer service self-evaluation 6 Through the internship, I have a better understanding of society and a more intuitive feeling of my own ability. I am also full of confidence in entering the society. I also want to make a self-evaluation of a job during my internship.

Internship: My job is telephone customer service. Although it has something to do with my major, it is not particularly relevant. I also know that it is not so easy to find a job corresponding to my major, and my professional achievements are not particularly excellent in college, but I can't change the past, but now I am in this position, I will do well. Although it's an internship, I'm also trying to do things well and do them well. When I first started my internship, like other colleagues, I first learned about the content and process of telephone customer service, and then learned how to do things through simulation, and also memorized the words, so that I could communicate with customers more professionally and help them solve problems. Through studying, I also began to try to work.

I also know what my level is in customer service. When I was at school, my personality was not particularly extroverted, so this telephone customer service work still had some pressure on me. After all, I still need to be more proactive to do it well, but now that I have done it, I have to do it well. I also cheer myself up every day and tell myself that I must do it well, so I also take the initiative to contact our customers to help them solve and deal with some problems. At the same time, through communication, I can better recommend our company's products, attract customers' understanding and then sell them. At the beginning, although my work was done, the effect was not very good. Other colleagues are excellent, and my performance in one day is also very good, but I only have a few orders, but I didn't give up. I know this is just the beginning.

Through this telephone customer service internship, I also made more friends in the society. Many colleagues are easy to get along with. Although I am busy at work at ordinary times, I don't have any opportunities for communication, but there are many topics to talk about after work at noon or at night. At the same time, through these opportunities, we got to know them, communicated with them, and learned more about society and work. For myself, I have adapted well. Now my internship is over, but my road has just begun, and I am trying to do better in my future work.