Model essay on annual work summary of enterprise customer service

Customer service is a window of the enterprise, which helps the enterprise to maintain customers, establish the external image of the enterprise and actively provide enterprise information. The following is a model essay on enterprise customer service in my annual work summary, which is for your reference only. Welcome to reading.

Review of the customer service department of XX Property Management Company (1) can be said to be a year of further development, as well as a year of striving for perfection and improving various governance performance. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the hard work of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, various working systems have been continuously improved and implemented, and the service concept of customer first has been deeply imprinted in the minds of every customer service staff.

Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of the preliminary improvement of various rules and regulations of XX, the focus of XX is to deepen implementation. To this end, the customer service department has deepened its familiarity and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

Second, integrate theory with practice and actively carry out customer service personnel training.

Use the regular meeting time of customer service department every Friday to strengthen the training of this part of the staff. The training work is based on the practical problems encountered in the past week, so that theory and practice can be combined to make each customer service staff more familiar with the service concept.

Third, the daily maintenance processing

According to the workload statistics of each weekend, all kinds of repair reports are received more than ten times every day. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four, about the collection of residential property fees.

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in XX community. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, the quarterly charge of water meter reading for residents in XX community was completed as scheduled, and the new task assigned by the company-the first charge of water meter reading for residents in XX community was completed.

6. Commercial rental at the bottom of a certain district.

We have worked out a plan for renting the bottom-level merchants, and successfully introduced supermarket and drugstore projects in the second half of the year.

Seven. Take back some buildings

In XX month, the building of XX was completed; At the same time, some buildings (1, 2 units) moved back to XX District have been taken back.

Eight. Decoration and layout of parks during festivals.

Actively complete the decoration and layout work in the park during various festivals. This year, the company increased the decoration and layout of the park during the xx Festival (a festival that attracted the attention of young people), and bought xx and its various decorations at the XX gate and the lobby of the community.

IX. Owners' Forum

On the eve of the Spring Festival, the annual owners' forum was organized. The invited owners spoke actively at the meeting, fully affirmed the service work of the property management company and put forward pertinent suggestions.

In a word, on the basis of XX years' work, we are full of confidence and hope for XX years. In the new year, we firmly believe that as long as we work hard, actively explore and be enterprising, we will be able to complete all the work indicators issued by the company.

Model essay on the annual work summary of enterprise customer service (2) Time flies, time flies, and a year has passed quickly. Looking back at the application for the customer service position of the property management company of the Chamber of Commerce, it seems that this happened. Today, I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and I am more and more familiar with customer service work. This is a short and long year. The short thing is that time flies, and the long thing is to become an excellent customer service staff. There is still a long way to go.

To become a qualified and competent customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility. Of course, I have experienced all kinds of challenges and tempering in my work before I deeply realized this.

1. What have I learned?

1, which expands the talent. Every time I try to finish every job, it is my support and affirmation. During the XX Fair, our customer service department worked overtime these four or five days to do its own job, which reflected the unity spirit of our customer service center and everyone's work enthusiasm. At this time, fatigue is nothing.

2. Improve the psychological quality and hone the character. For people who are new to property management and have little experience, they will inevitably encounter all kinds of obstacles and difficulties in their work, but with the help of leaders and colleagues, they dare to face and challenge, and their character has further settled down. Dedication means that when you are at work, no matter how hard you work, you should do your job well and do your job duties well. Smile service means that when you face customers, no matter whether you are upset or unhappy, you should concentrate on your work and always smile, because you represent the image of the company. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place.

3. The importance of details. Here in the XX Center, I deeply realized that the details can not be ignored or sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Don't underestimate or ignore details because of smallness.

Second, my main work in the past year

1, the first thing to do is to be familiar with all aspects of information, including decoration units, owners, construction units and other information, and make records at the same time, notify relevant departments and personnel for processing, and pay a return visit after completion.

2. Filing of merchants' information, files and keys, and handling of customers' decoration procedures and certificates.

3. The company sends letters, notices to correct channel misplacement, goods release sheets, large-scale decoration materials, small-scale construction sheets, warm tips, maintenance sheets, etc. How to use them should be familiar.

Third, for next year, I will try my best to correct the shortcomings in my work in the past year and strive for perfection.

1, exchange and learn more with leaders and colleagues, learn from each other's strengths and improve their abilities in all aspects;

2. Improve your patience with work, pay more attention to details, further improve your personality, strengthen your sense of responsibility and cultivate your enthusiasm for work;

3. Expand various work skills;

4. Strengthen the study of basic knowledge of property management, improve customer service reception process and etiquette, and improve customer service skills and psychology.

The company's cultural concept and working atmosphere unconsciously infected and promoted me. Through this summary, let me determine the direction of my efforts, challenge myself, surpass myself and make greater progress in my work in the new year!

Model essay on the annual work summary of enterprise customer service (3) Although I have not worked in xx for a long time, I have learned a lot of new knowledge and technology and come into contact with work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.

Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was XX customer service. Because I didn't finish these two contents well, I'm not very satisfied with my performance. Here is a detailed explanation of the completion of this work:

First, the network work content

1. Update the news of xx campus on XX website, including campus news, exam information, study abroad information, etc., so that people who browse our website can have a glimpse of our students, master our daily news, and learn English exams and study abroad related knowledge.

2. Publish articles on blog channels of websites such as xx. To promote XX English.

3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.

4. Check xx Post Bar and xx to know the relevant information about XX English school and master the latest views and needs of XX English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)

5. Advertise on training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and XX local forums, and XX Post Bar.

6. Write an article about the construction of xx English public welfare activities high school.

7. Write the related content of IELTS score guarantee plan, a new column of xx English website.

Second, XX customer service consultation

Among the many visitors in the school, one way to visit is to interview students through online consultation, which is directly related to whether XX customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.

The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well.

Three, through this month, I am not very satisfied with the completion of XX customer service work, mainly the following problems.

1, the number of consultations itself has decreased compared with last month.

The number of people who come to consult has decreased.

3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.

Four, in view of the above problems, in the next month's work, I intend to improve from several aspects.

1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.

2. Strengthen the publicity of XX English on the website, and try to add the link of XX customer service to the page of the article to improve the click rate.

3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.

It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.

Model essay on annual work summary of enterprise customer service (4) Time flies. I have been in the company for half a year before I know it. Looking back on my past work, I found that I really benefited a lot. As after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance. The work in the first half of this year is summarized as follows:

First of all, create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As a customer service in an online shop, we communicate with customers in xx words most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.

Second, learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

Three, familiar with the company's products and product-related knowledge.

As an enterprise engaged in clothing sales, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

Fourth, finish your job effectively.

Xx is one of our communication tools with customers. Pay attention to the speed of reply when communicating with customers on xx. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact.

Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

In XX years, I will draw lessons from the past, actively participate in the company's training, meet new challenges with a full mental state, learn from the advanced, learn from my colleagues, learn from each other's strengths, make progress together, and do my best for the company's tomorrow.