Model essay on summary of probation period of enterprise customer service

While doing a good job, business customer service should also learn more to improve their abilities, especially during the probation period of the company. The following is a summary model essay on probation period of business customer service compiled by me, for your reference only, and you are welcome to read it.

Summary of the probation period of business customer service (1) Thank you very much for giving me the opportunity to work in your company. It is my great honor.

I am xx, graduated from xx University, majoring in xx, and started to work in the electronic commerce department on XX, XX. At present, I am a customer service specialist. The probation period of joining the company for several months is coming to an end. Since my work, I have made great progress and gained a lot in my thought, study and work under the careful training and teaching of the unit leaders and through my continuous efforts. During this period of work and study, I have a relatively complete understanding of the company; I have a clear understanding of the company's development process, management and personal responsibilities. In the process of getting familiar with the work, I gradually understood the company's core values, such as honesty, diligence, realism and innovation, which added new vitality to the company's steady development. The following is a summary of my work during the probation period.

First of all, at work

My main position is customer service specialist. At work, I try my best to do my job well and improve work efficiency and quality. In addition to doing a good job, during the preparation of the new store in xx and the development of new products by the department, I cooperated with the data specialist and used my own advantages to help him formulate a series of tables and summarize relevant data. Summarized the hot-selling products of the industry in the field of e-commerce, and combined with its own products, optimized the title for the fourth time; On the xx platform, the products are imported and so on. As pre-sales customer service, we should put customers first and try our best to meet customer requirements. During the period of learning product knowledge and mastering customer service related skills, it is with such a firm belief that I strictly demand myself, study hard and strive to become an expert. It laid a good foundation for the smooth development of my future work.

Second, in learning.

Be strict with yourself, correct working attitude, and integrate theory with practice; So as to improve their strengths and ideological and cultural quality, including learning to develop good living habits in life, being rich and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and trustworthy, being ready to help others, having their own good working principles, and being able to live in harmony with colleagues.

Third, ideologically.

Consciously abide by the company's rules and regulations and insist on participating in every training of the company. I ask for positive progress, care for the company's bricks and tiles, and always devote myself to study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.

During this period, although I learned some theoretical knowledge from school, the current situation can not meet the needs of work. In order to master the e-commerce industry and bathroom industry as soon as possible, I insist on coming to the company every day to learn the company's system and theoretical knowledge. During working hours, I will learn practical operation with my predecessors and help to do some small things. In the evening, I will discuss the work content with my predecessors and talk about the inconvenience of work, my dissatisfaction and my shortcomings. My seniors will give me support and spiritual encouragement at work. After a long period of training, overcoming and hard work, I will gradually become a qualified employee.

Although it is only a few months, the gains in the middle are indelible, which cannot be separated from the help of unit leaders and colleagues. I always believe that no matter how bright the match is, there is only light as big as a bean. But if you light a pile of matches with a match, it will burn very brightly. I hope to use my brilliant youth to ignite every guest and inspire my colleagues to contribute to our cause, forge ahead and create a better tomorrow. Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs a spirit of transcendence. I believe that we will do better and better through hard work.

Here, I will make a report on the work during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I am willing to contribute all my strength to the vigorous development of the company.

Summary of the probation period of business customer service (2) During my two-month probation period, my main job was to be familiar with the environment, personnel and institutional processes. Through learning, I am familiar with the whole property operation process of xx Garden. At work, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, and at the same time actively sharing worries for the leaders and giving good ideas; Ask colleagues modestly for questions you don't understand about the project, and constantly improve and enrich yourself. I hope I can integrate into my work as soon as possible and make greater contributions to the company. With the help of company leaders and the cooperation of all staff, I have been working for more than two months, and now I will report my work during this period as follows:

A, fully familiar with the company, project personnel environment, system process, perception of corporate culture.

When I joined the company, all employees in the company, under the leadership of the boss, were full of enthusiasm and enterprising, showing a vigorous corporate atmosphere. Encouraged by this good corporate culture, I quickly put myself into my work.

Second, correct mistakes and put forward reasonable suggestions.

Due to various reasons in the early stage, the work of the property management service center lags behind, especially in engineering maintenance. Through efforts to deal with them one by one, fully investigate and study, and scientifically and reasonably implement various matters explained by company leaders; Reasonably combine the particularity of property management in this community; On the premise of referring to the operating rules of the same industry, the customer service, cleaning and greening work were adjusted.

Third, standardize the management system and improve the project execution.

Increase conversations with employees in this department, enhance understanding, and communicate through regular meetings and temporary meetings. Find problems and hidden dangers in the work, explain and learn to eliminate them in time, and improve and establish some rules and regulations on the basis of making good use of the original system:

1. Decoration inspection system;

2. Greening maintenance management system;

3. Distribution scheme of clean work flow;

After preliminary standardization and adjustment, every employee truly takes responsibility to people and rewards and punishments to people; Conduct regular training and assessment to effectively improve the professional service knowledge and skills of employees. Now employees' service consciousness and customer service ability have made great progress. After more than two months of work, although some achievements have been made, there are still some shortcomings, such as the failure to solve individual engineering maintenance in time, and we are trying to solve them one by one. I believe that under the leadership and support of leaders at all levels of the company, the work of xx Garden Property Service Center will make greater progress.

Summary of the probation period of business customer service (3) Time flies, and the three-month probation period will end in a blink of an eye. This is a precious experience in my life, and it also left me with beautiful memories.

In a harvest season, I am honored to step into a new and prosperous enterprise xx. Became an ordinary member of xx. It has become a messenger of happiness in customer service work. Thank you for giving me the opportunity to work. You extended my dream of continuing to spread my wings.

During this time, you have given me enough tolerance, support and help, so that I can fully feel the mind of X people, the heroism of X people who "can't see the rainbow without experiencing wind and rain", and the persistence and firmness of X people. While I am in awe of you, I am also surprised that I have the opportunity to become a member of xx.

With a beautiful vision and hope for the future, I embarked on a new journey, an ordinary but not mediocre post. Looking back on the past three months, I am happy and worried, with the joy of success and sad memories; Some people are in a daze in a smoky room, while others jump out of bed in the middle of the night. This seems to be a microcosm of life, unforgettable. Life is tense, but orderly.

During these three months, under the care and guidance of leaders and colleagues, through my unremitting efforts, I have gradually adapted to the surrounding living and working environment and gradually entered the working state. In this process, I want to summarize my work in three stages.

First, the embryonic stage

During the period, I was mainly familiar with the daily workflow. For example, being familiar with the process of property right certificate and land certificate, the consultation and explanation work of the owner, and the process of house maintenance and rectification involve a variety of things with strong randomness. Sometimes they are anxious to deal with several things at the same time, but sometimes they are bored. In addition, there is a lack of superficial hierarchy in these matters. Without a full understanding of its inherent attributes, it is difficult to get a more correct judgment at the first time through intuition, because when receiving every piece of information, it is not clear which is important, which is urgent, which is not urgent, which needs to be conveyed immediately and which needs to be filtered out. It is difficult to grasp these inexperience and understanding of the overall operation of the company.

Of course, this period is the peak of my mistakes, especially in dealing with some things, lacking certain flexibility and not considering some things comprehensively, but by learning from some experienced colleagues, I gradually improved in my later work. A newcomer like me, who just entered the company, is full of strangeness and curiosity about everything. So I often chase engineers or old employees to ask questions, and they always take pains to explain. From it, I learned a lot that I had never learned before. I often communicate with the owners, and I can learn things from them that I can't learn elsewhere, so they all become my mentors.

Second, the growth stage

Through the previous stage's work performance and the guidance of leaders and colleagues, we have made some adjustments to the current stage's work, starting from four categories: daily plan, client department's warrant handling, owner's consultation and explanation, rectification process and owner's negotiation.

During the period, assist the department to handle the warrants, the process of handling the owners' related warrants, the materials needed, and the relevant matters needing attention when handling. The owner's consultation and explanation work is varied, which makes me clearly see my lack of professional knowledge and the quality of service needs to be improved. I learn from leaders, colleagues and other relevant departments to supplement my professional knowledge, improve my service quality, satisfy the owners and serve them better. Here, I clearly realize that every host standing in front of me is a god in my heart, and my duty has become an angel to convey happiness. Dealing with occupation is hard science and technology, and dealing with people is soft ideological art, which requires me to grasp both hands and be hard.

Third, the mature stage.

Through the constant familiarity and exercise in the first two months, I have further improved my basic work skills and improved my work efficiency.

At this time, xx has successfully delivered the house, but the centralized rectification work after delivery has also started immediately. The number of repair applications is several times that of the previous period. In this case, in order to control the development of this phenomenon, it is necessary to conduct on-the-spot investigation on these rectification reasons, find out the crux and prescribe the right medicine. Among them, it is found that false reports, repeated repair reports, and some owners' own irregular decoration operations account for a large part of the repair report. It is very important to reduce this kind of repair report to the lowest point for the improvement of repair report and closing process, and it also brings convenience to our later work. In view of this, with the help of department leaders and colleagues, the repair process is partially improved.

First of all, from the root, check whether the responsibility and authenticity of the owner's maintenance problems belong to the scope of normal maintenance and rectification. For example, whether it is the owner's improper operation (mainly aluminum alloy hardware fittings for doors and windows), by explaining the work to the owner and guiding the correct operation method, the owner can be completely prevented from complaining about maintenance, and at the same time, the construction unit can be prevented from making rectification, which increases the maintenance cost and workload, but the problem has not been fundamentally solved. Almost every time the owner has to supervise the work on site, which also leads to the decline of the owner's satisfaction with xx.

Secondly, the review and return visit after rectification are implemented to each responsible person. The review can test the rectification effect and quality of the construction unit, and avoid the sequelae of incomplete rectification caused by the construction unit cutting corners. A return visit can first improve the satisfaction of the owner, and then we can hear the real, pertinent and good opinions and suggestions of the owner, which improves the quality of our work. Why not?

Through the improvement of the rectification process and its implementation in actual work operation, the centralized rectification work of xxx was successfully completed. However, this is not three minutes of enthusiasm. It will continue to be implemented in the normal rectification work in the later period, and it is necessary to constantly sum up experiences and lessons, improve, improve, and improve.

With the passage of time, with the help of company leaders and colleagues, I kept growing and solved one quality complaint after another.

Summary of the probation period of business customer service (4) First of all, I am very happy to join xx and become a member of xx. I also thank the company leaders for giving me such a platform.

On xx, XX, with a new dream and a new starting point, I came to a brand-new environment, joined a brand-new company and started my brand-new hope. I changed from a skilled sales backstage position to a customer service specialist. Based on my knowledge and familiarity with real estate and the accumulated experience in my original job, I can quickly enter the work role as soon as I join the company and do everything assigned by the company leaders seriously.

I. Work

As a customer service specialist, my daily work includes the following:

1. Owner's telephone return visit questionnaire survey;

2. Apply for the annual card of the owner's ecological park;

3. The host sends flowers and greeting cards by phone every birthday;

4. The customer service center holds telephone invitations for activities and sorts out the list of activities (such as brand lines and barbecue trips). ) When the owner provides value-added services irregularly;

5. Electronic devices such as outdoor large screen changing, indoor music LED screen and electronic area bitmap of the business department are turned on;

6. When the company holds marketing activities such as warm-up matches every week, strengthen and assist the planning department to sign invoices for activities;

7. Handle the reply operation of the background information message of the official WeChat account of the company, and support and assist the staff of other departments at any time;

If you haven't done a job, you won't understand the hardships and gains of this job. After all, you won't have a real say without personal practice. Before I switched to be an account specialist, I used to think that this position must be very idle, it looked so inconspicuous and didn't make any special contribution. If I hadn't had more time to finish my life's work, I might not have chosen this job resolutely.

But when I chose this job, I found that it still took me all my time and energy to do it well. Because I want to do everything well, even trivial things, I only do it for my own heart. I am also glad that I chose this position, which made me understand some truth again. Any choice, as long as it is what I want, is worthwhile, and then I just need to do my best to enjoy the happiness brought by every day. Any humble job will exert its invisible and inexhaustible power in a company organization, just like a screw, which is small but indispensable.

Second, the problem.

Two months' customer service work made me realize that this job seems inconspicuous but contains significance, spreading the company's vision and good mood to customers, and making customers' trust feel sincere, enthusiastic and responsible by the company. My focus is on the owner's telephone return visit survey and the owner's birthday telephone greeting. I got a lot of useful and harmful information in every owner's return visit. Customers will pour out their true feelings and thoughts to me, and I will record their feedback as soon as possible. Some of them are very satisfied with Xiangyuan's main business, and they will bring a new round of recommendation and new interested customers. What I have to do is to give feedback to the first-line sales and real estate consultants at the first time, and they will contact the customers at the first time.

Of course, every company is not perfect, and there are some problems. Customers will accuse me of many problems and troubles on the phone. What I have to do is to listen to customers' complaints patiently and try my best to give a reasonable explanation from the company's point of view to appease customers' emotions. Then feed these questions back to the company leaders, hoping to play a role in the subsequent improvement and development of the company.

As the name implies, "customer service" is to serve customers and belongs to the after-sales link of real estate companies. Compared with the previous sales, there is really nothing to show off. As long as the house can sell well, everyone is proud of it, but why do customers have to choose your house? At this time, the after-sales customer service work of the real estate is highlighted. If the after-sales customer service work is meticulous and outstanding, the good reputation of the owner will undoubtedly directly promote the secondary sales work, just like a food chain, but it is a virtuous circle. Everyone in every department of the company has the reason why he must exist and the result that he must exist.

At the X-quarter swearing-in meeting of the company, the leaders touched a few words in their concluding speech:

"Buy xx and settle in the ecological park", "A day's work lies in the morning, work hard, and the sword means X billion"

"The market never needs to be perfunctory and explained. It just needs to believe that it will go straight ahead, clear every mountain and bridge every water."

"Dreams are a person's greatest emotion"

I am very young, but I also have dreams. It is said that there is nothing difficult in the world, and nothing is impossible to a willing mind. In this dream-making process, I really want to enjoy the opportunity of glowing and heating, and I can gain health, wealth, happiness, hugs and people.

Summary of probation period of business customer service (5) I went to work for three months after the interview. During the three-month probation period, my job is to manage all employees of the customer service department as the customer service department supervisor, handle the daily affairs of the customer service department, and assist the floor supervisor and the manager on duty to maintain the normal operation of the shopping mall. After three months of work and observation, I have a certain understanding of the daily work of the customer service department and learned a lot of practical experience that I have never been exposed to before. Combined with my study and work experience, I summarize my practical work as follows:

First, the main work of the customer service department at present

1, vip membership card processing, registration, distribution, input system file.

2. Receive customer complaints (front desk complaints and telephone complaints).

3. Input and play information on the display screen of the mall gate.

4. Daily mail sending and receiving.

5. Other transactions in the store.

6. Daily work in the studio.

Second, the existing working conditions of the customer service department

After the preliminary recruitment, the customer service department I took over has a normal staffing, including X people in the front desk service department, X people in the studio and X people in * * *, all of which implement the normal morning and evening shift system in the mall. At present, the advantages and characteristics of the operation of the customer service department are as follows:

1, the handover of new and old employees is normal, and there is no situation that employees unfamiliar with business work independently and are skilled in business.

2. The staff of the customer service department has a smooth connection with all floors and departments, and their work has a tacit understanding.

3. Floor management is in place, effectively assisting the front desk management of customer service department.

4. The front desk work of the customer service department is meticulous and accurate, including daily mail sending and receiving, employee placing orders, and mall fault maintenance and handling.

5. The work in the studio is progressing smoothly.

Third, the problems and deficiencies found in the main work of the customer service department at present

1, the front desk simplifies the process of receiving customer complaints.

The existing complaint process: complaint at the front desk → telephone complaint to the floor supervisor → directly transfer the complaint to the floor supervisor and all counters to handle it by themselves. This treatment method is easy to cause the workload of the floor supervisor to be too heavy and lead to management confusion. On the one hand, the customer service supervisor is idle, and on the other hand, the floor supervisor is at a loss. As far as the current shopping mall passenger flow is concerned, this handling method can really save a lot of manpower and material resources, and can also improve the complaint handling time. However, with the improvement of the sales performance of shopping malls, the passenger flow will increase, which will inevitably lead to management confusion, which will lead to the contradiction of unclear division of powers and responsibilities between departments. In particular, my shopping mall is about to open new clothes, and similar situations are likely to occur.

2. Missing work record

There is no work record at the front desk, and there is no evidence to check the work done by the front desk staff. There is only a handwritten vip customer register at the front desk to input member information into the computer system and an email register, but there are no customer complaint records, telephone reception records, lost and missing persons and other work records. The studio only has daily broadcast records, but there are no daily temporary broadcast records (advertisements, promotional information, missing persons, moving cars, lost things, etc.). ). This way of working leads to employees' low work enthusiasm, and the work they should do is often delayed and shirked. If there is no evidence to check the work mistakes, employees will pass the buck and cannot be held accountable. In addition, the lack of work records makes it difficult for the customer service supervisor to manage the employee's job responsibilities normally and improve the management quality, which is also a reason why the customer service supervisor in our shopping mall is seriously drained and the work cannot be carried out for a long time.

3. The customer service staff has poor attendance discipline.

The attendance rate of customer service staff is poor, and two people have left their posts for more than half an hour three times in two days. They all used physical discomfort as an excuse, but they didn't call in sick. If there is no supervisor's inspection, they will not report it truthfully. There is no shift schedule in the whole department, and employees change shifts at will without reporting to the supervisor for approval, shielding each other.

4. The office cost is too high, and the consumption of office supplies exceeds the department's pre-loss. If the studio applies for pens and paper many times, the consumption of front desk tape is large.

5. Transfer of related functions of customer service department

The functions of customer complaint handling authority, commodity exchange, invoice issuance and group purchase in the customer service department are delegated by other departments, which leads to the idleness, idleness and lazy thinking of the customer service staff.

6. There is no subsequent customer loyalty training.

The customer service department has no follow-up service for vip members, and the front desk service personnel are not clear about the rights of members. After simply establishing customer files, there is no follow-up service, customer maintenance and return visit.

Fourth, put forward some suggestions for the problems found.

1. Require the head of customer service department to strengthen attendance management, ensure employees' attendance, strictly manage during work, strictly check employees' on-the-job discipline, make a standardized shift registration form every week, and rectify the department's work discipline.

2. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, change the original simple process and standardize the work process. The purpose is to increase passenger flow in the future and avoid confusion and unclear rights and responsibilities.

3. Work record books, complaint records, telephone complaint records, e-mail receiving and sending records, temporary broadcast manuscript records and other service records at the front desk should be made to facilitate the leadership inspection work and the management of the employee supervisor.

4. Establish a customer follow-up service system, cultivate and maintain the fixed consumer groups in the shopping mall, and establish customers' loyalty to the shopping mall, especially provide follow-up services for vip members, such as regular customer calls, notices of large-scale promotional activities, warm reminders of point redemption, etc., in order to cooperate with the work of the marketing department and the planning department.

5. Strictly control office costs. For example, office supplies with high consumption can be replaced by old ones. After filling out the application, use the used office supplies to get a new one. For example, you need to register an outside call.

6. Customer service-related businesses can be appropriately shared, such as billing, returning goods and other rights and responsibilities, provided that the customer service supervisor has good execution, otherwise it is easy to cause confusion due to poor management.

Because of my limited post-trial time, I am not very familiar with the operation of the whole shopping mall and my observation is not thorough enough. The problems I see are superficial and rough, and some measures are not considered comprehensively, which may not really reflect the whole picture of the customer service department. I hope that the leaders will criticize and correct me and give guidance. In addition, as far as the current passenger flow and management system of shopping malls are concerned, the areas that need to be improved are not very prominent. Considering that the reloading and opening of our shopping mall will expand its operation, the existing management can't cope with the scale of the shopping mall in the future, so it is imperative to strengthen management during the transformation period.

I don't know if I can stay here as a customer service supervisor after the probation period. However, during the three-month probation period, I did very well. Although I don't know much about the customer service department, I still know it. I hope the company can see my potential and let me continue my present job. I believe I have the ability to be an excellent customer service supervisor. I will work hard and make my greatest contribution to the development of the company!