Summary of six months' work of e-commerce customer service

Six months' work summary of e-commerce customer service (selected 6 articles)

Time passed before we knew it, and we realized that the hard work was over. Looking back on our past work, we have gained a lot. We should check, tidy up and write a work summary. In order to make it easier and more convenient for you to write a work summary, the following is the work summary of e-commerce customer service in the past six months (selected 6 articles). Welcome to read, I hope you will like it.

Half a year's work summary of e-commerce customer service 1 In a blink of an eye, half of xx years have passed. In this half year's work, I earnestly abide by the rules and regulations of the station, strictly demand myself in my work, actively participate in various activities organized by the department in my daily work, cooperate with my colleagues, help each other, and answer every passenger's phone carefully. Although some small achievements have been made in the first half of the year, there are still many shortcomings in the work.

One: I am not good at summing up and thinking at work. I haven't developed the good habit of being good at summing up since the first day I joined the work. I always feel that as long as I finish my work, I will never sum up the shortcomings and gains in today's work.

Two: impatient at work, easy to be impetuous. Engaged in customer service work 1 years. I face the same job every day. It is false to say that I am not tired. It seems easy to answer the phone. Actually, it's not that easy to do I must be patient enough. When you receive an unsatisfactory call, you should adjust your mentality in time to prepare for the next call.

Third, there is inertia in the work, doing things carelessly, and there is no clear plan and clear goal in the work. One day, the monk hit the bell, and the work could not be finished. There was always luck.

Half of xx years have passed, and the work plan for the second half is as follows:

One: Enhance the skills of business knowledge, take more records at ordinary times, improve the level of personal business knowledge, strengthen the promotion of business knowledge, and strive for everyone to become the business elite of the department.

Second, the service attitude should be strengthened. When doing customer service, it is inevitable to face the accusations and criticisms of passengers, such as being late for work, being late or having problems with the quality of service, which often makes passengers fight. Faced with such a thing, our customer service staff should not only adjust their mentality and appease other passengers, but also safeguard the interests and image of the station, and finally win the hearts of passengers through good service.

Three: make suggestions for the station and put forward reasonable suggestions.

We are more than half of xx year, and the deficiency in the first half should be improved in the second half. No matter what you do, you must complete everything, work with gratitude, realize your self-worth, make persistent efforts and be a better employee.

Summary of six months' work of e-commerce customer service II. Engaged in customer service for nearly seven years. I wrote a lot of summaries in the seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and charge for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is my personal work summary report:

For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be 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. After all, most people need to manage, control and adjust their emotions.

Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.

In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from mood swings and affect their service attitude after being punished for violating rules and regulations, a more effective method is to communicate with employees before punishment. The best way is to put yourself in others' shoes and feel that you are making a mistake.

Summary of six months' work of e-commerce customer service III. In the first half of the year, under the correct leadership of the company manager's office, our center pioneered and innovated, comprehensively improved the level of management services, took the overall strengthening of efficiency construction as the breakthrough point, focused on changing functions, strengthening management and optimizing services, actively explored, boldly practiced and worked diligently, and completed various management tasks, which made all the work of insurance services reach a new level. Customer service center is an important part of customer service, a favorable support to ensure service and build a good display platform, and a window to promote business development and display the company image. It is precisely because of its special function that every staff member of the customer service center is required to face customers with rigorous work style, serious work attitude and enthusiastic service and do a good job in customer service.

My customer service center has mainly carried out the following work:

1. Raise awareness and unify thoughts.

Grasp the early before grasping, abandon the bad work style of loose front and tight back, and plan and arrange early. Strengthening risk management and customer service are two very important management tasks this year. To be bigger and stronger, we must be more meticulous. For businesses with high risks and high compensation, we should start from the source of underwriting, from every business, every claim link and every insurer, so as to comprehensively improve the company's management level and enhance its profitability.

Second, strengthen study.

Adhere to the learning system, adhere to the simultaneous learning of political theory and stage business management, and formulate corresponding learning plans. Make the customer service center form a United, hard-working, pragmatic and enterprising fighting collective, establish the staff's awareness of prevention in advance, and put the prevention of illegal crimes in front of the pass.

Principle of administrative responsibility; We should pay close attention to the pragmatic work style of all employees, require all business responsibilities to people, and strive to improve work efficiency.

In the second half of the year, our task is still arduous. In the face of fierce market competition, we decided to take service as the theme, improve the overall service level of the company as the fundamental starting point, carry forward the spirit of being realistic, honest, hardworking and innovative, and make all the work of the customer service center go to a higher level.

Half a year's customer service work summary 4 Although the working time in xx is not very long, I have learned a lot of new knowledge and technology and come into contact with the 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 my work in the first half of the year, I am not very satisfied with my performance. The following is a concrete summary of the completion of customer service in the first half of the year:

I. Personal Customer Management and Service

Based on the service tenet of "people-oriented", we provide differentiated services such as door-to-door service and family service to major customers and important customers. We ask every account manager to patiently answer customers' questions about communication, satisfactorily solve customers' problems in using the telephone, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, collecting telephone charges, etc.

In addition, combined with the strategic goal of "service and commerce", we always adhere to the corporate mission of "creating an infinite communication world and being the pillar of the information society" and constantly enhance employees' "sense of crisis, urgency, mission and responsibility", which not only improves the service quality in an all-round way, but also makes our customer service department make great progress in corporate civilization construction.

Second, the retention rate of high-end customers.

In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. In the past, our customer service department successfully completed the tasks assigned by the company.

Third, the management of outbound personnel.

Our customer service department completed the indicators, and the outbound personnel accounted for a certain proportion. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a great role in the promotion of new business and the overall promotion of incremental income of new business in the first half of the year. When outbound team members do market research, social investigation, service care and tap potential customers, their service quality represents the service image of our company.

When training outbound personnel, we require them to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time. It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers. Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.

Fourth, complaint handling.

In order to further improve customer satisfaction and maintain continuous service, the customer service department established a rapid response mechanism for customer complaints in the first half of the year, taking customer value as the yardstick and starting with strengthening complaint management. First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.

Verb (abbreviation for verb) daily homework

The account manager is the main provider of key customer service for group customers and individuals, and also an important carrier for xx Company to show employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In the daily work in the first half of the year, we focused on the systematic training of the service and business of account managers, in order to comprehensively optimize the marketing system and realize the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the customer service department to achieve marketing goals.

In the second half of the year, I will assist the leaders in comprehensively innovating the service model and increasing the market share of new business. Assist leaders to comprehensively improve customer service and enhance service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".

Summary of customer service work for half a year as a telephone customer service staff, I have been exploring in my previous work, trying to make more achievements in telephone customer service through my own efforts. The following is a summary of my customer service work in the first half of the year.

First, improve their psychological quality.

It is not enough for an excellent customer service representative to have skilled business knowledge and superb service skills. He should constantly improve his psychological quality. Treating users sincerely, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help are one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.

Second, do a good job in telephone customer service.

In ordinary telephone customer service, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting their service attitude, a more effective way is to communicate with employees before punishment. The best way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty.

As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. "Should pay more attention to the scenery", work in life. This is the most rational choice and the best lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.

Third, pay attention to teamwork.

Of course, while constantly implementing our above experiences and ideas and achieving certain 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 telephone customer service work in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2.

Fortunately, our customer service center itself is a passionate and energetic team. With the power support of "sailing against the current, if you don't advance, you will retreat", everyone inside actively participates in the construction of this team. With the tacit cooperation with another monitor, we can learn from each other's strong points, 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 telephone customer service work day after day.

My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the customer service industry.

Summary of six months' work of e-commerce customer service 6. The first half of the year will be over. Looking back on some things I did in the customer service position in the first half of the year, I can't help feeling a lot. The work in the first half of this year is summarized as follows:

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 file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, at the same time, formulate and improve the data confidentiality system, regularly check the file situation, and improve it in time if it is changed or missing. In the first half of the year, * * * received all kinds of * * xxxx repair applications, and handled xxxx release instructions and xxxx work contact letters.

Third, the model room.

The model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact. In the first half of the year, * * * received the visiting group xxxx, and the number of visitors * * * counted as xxxx.

Iv. collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. Ensure that the work continues to run normally. It is necessary to do a good job in the collection of various expenses and ensure that they are collected in full and on time. In the first half of the year, * * * charged a property service fee of RMB xxxx. Private garden maintenance fee xxxx yuan; Optical fiber use fee xxxx yuan; Pre-stored water fee xxxx yuan; The cable TV installation fee is xxxx yuan; The gas installation fee is xxxx yuan.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century. By the end of 20xx x, our department had visited xxxx households through household survey of owners of residential quarters, and issued xxxx opinions on property services. According to the survey, the satisfaction rate of the owners of residential quarters to our reception work is xxxx%, the satisfaction rate of telephone service is xxxx%, and the satisfaction rate of return visit work is xxxx%.

Experience and harvest of intransitive verbs

Over the past six months, through hard study and continuous accumulation, my ideological understanding and working ability have made great progress. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, and I can treat all the tasks with a correct attitude and love my job. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Seven. Work plan for the second half of the year

1, strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency.

2. Further strengthen the daily management of the customer service center, clarify the tasks, and be rigorous and orderly.

3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems.

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