The beginning and end of the annual work summary of customer service department

# Work Summary # Introduction Work summary is an important link to do all the work well. Through work summary, we can make clear the direction of the next work, avoid detours, make fewer mistakes and improve work efficiency. The following is the summary of the customer service department's annual work for you. I hope it will help you!

The beginning and end of the annual work summary of customer service department

Looking back on the customer service department of the property management company in 20XX, it can be said that the management functions have been further developed and continuously improved. 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 efforts 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, and various work systems have been continuously improved and implemented. 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 20XX's preliminary improvement of various rules and regulations, the focus of 20XX is to deepen implementation. For this reason, the customer service department has deepened its knowledge and understanding of property management according to the company's development. The customer service department also adjusted the relevant customer service system in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Under the personal guidance of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most 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.

Third, the daily maintenance processing

According to the Daily Work Record, record the complaints and service items of the owner's calls and visits, actively schedule the work according to the different maintenance contents, and 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.

In the whole year, customer service handled a total of 14346 repair calls, and solved all kinds of faults 14346. The solution rate of eliminating the original construction problems and repairing faults was 100%. * * * Received 984 complaint calls, and handled and fed back 984 calls in time.

Fourth, the information release work

* * * A total of 23 written notices were sent to customers. A total of 1386 notices were sent by using the SMS sender, so that the intention of the notice was sent in time, in detail, clearly expressed and accurately worded, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Verb (abbreviation of verb) collection of property fees

According to the charge notice issued by the company, actively explain and inform the property fees, and do a good job of dunning.

VI. Collection of water and electricity charges

Do a good job in the first meter reading. Complete monthly water and electricity meter reading on schedule, and complete monthly water and electricity cost data entry and billing in time. After printing the payment notice, mail the payment notice to all households on time. Users who fail to pay on time will be urged to pay, and those who fail to pay will be stopped.

Seven, establish and improve the owner file work.

Xxx owner files have been improved and updated, and the owner's electronic files have been continuously supplemented. Access cards have been handled for xxx person-times, and apartment residents have registered for xxx person-times. Apartment occupancy permit (temporary residence permit required) has accumulated xx person-times.

8. Shortcomings in work, problems found and difficulties encountered.

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

2. The follow-up and feedback of some repair reports are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The construction of spiritual civilization, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not been organized.

We are full of confidence and hope in 20XX. In the new year, we will definitely strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.

The beginning and end of the annual work summary of customer service department

As a hospital customer service staff, my daily work is extremely trivial, including consultation and triage, accompanying consultation, communication and coordination, telephone follow-up, and even sewing buttons for patients. Although these small things are very inconspicuous, if they are done well, patients will get great convenience, pleasure and comfort from them, and then increase their goodwill and trust in the hospital; Failure to do well will affect patients' evaluation of hospital service quality, and then destroy the overall service image of the hospital. However, after working for a long time, on the one hand, some people disdain the customer service work, thinking that this work is neither technical nor economic, trivial, hard and worthless; On the other hand, without a strong sense of professionalism and responsibility, the passion of service personnel can easily be spent on daily chores, and passion is the most valuable service trait. Losing passion in service is like losing one's soul.

After finding the problems and gaps that restrict the development of customer service, we should focus on innovating ideas and systems.

In fact, it is not easy to be a qualified service person. It requires various abilities such as communication, coordination and emotion, as well as various knowledge such as medicine, health care and marketing. Most importantly, like Nightingale, a pioneer in nursing, she has the courage to devote herself to her career and the spirit of serving patients wholeheartedly.

To serve patients, we must be the "golden key" in the hands of patients. "Golden Key" is an honor awarded by the international hotel industry to outstanding service personnel. It means omniscient and omnipotent, is the "green card" of customers, is the gold standard of service quality and personal reputation of service personnel, and the number of "golden keys" becomes the annotation of hotel service level. Customer service staff is like a "golden key" given to patients by the hospital: patients come to see a doctor, and we are receptionists; Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the service, and we are the coordinator; For those with children, we are nurses, and for those visiting abroad, we are commentators. In short, this "golden key" is to do everything possible to meet the needs of patients, open their hearts with sincere dedication and sincere service, and win their trust.

I remember a Mr. Qiu who didn't take a ct film in time after leaving the hospital because of something in the unit. The medic didn't know the situation and cleaned it up. A few days later, Mr. Qiu mentioned it to us. Although there is no hope, the feelings of regret are beyond words. He realized the patient's mood and difficulties, and we took the initiative to contact him. Later, with the full cooperation of the director, the ct film was reprinted for the patient. Mr. Qiu is very satisfied with this.

To serve patients, it is necessary to be a hospital "living method" that patients can't fail and can't ask. As the first stop of hospital service, we have to contact thousands of people of different ages and personalities every day. How to make people with various problems and needs hope to come and return with satisfaction is a test of the patience and wisdom of customer service personnel. We should not only be familiar with the history, culture, characteristic technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department, and even understand the medical characteristics of other hospitals in the provincial capital. When we meet their needs and win their trust and recognition through our decent speech and extensive knowledge in a very short time, they will tell us with their own medical choices that customer service is a bridge between patients and hospitals, and they trust and recognize hospitals.

I remember we treated a patient with spinal stenosis. Because it's a new diagnosis, we recommend him to go to orthopedics for diagnosis. After the diagnosis, the patient didn't want to have surgery and wanted to see other hospitals, so he introduced the massage department and Chinese medicine department of our hospital. Finally, the patient chose massage therapy. After a period of time, the effect is remarkable and the patient is very satisfied. Another time, a patient from kidney calculi wanted to come to our hospital for lithotripsy. Although there is no lithotripsy equipment in our hospital, according to the patient's personal needs, we introduced him to the famous hospitals in the city and the two hospitals closest to home, and the patients all recognized our serious and realistic attitude.

To serve patients, it is necessary to be a "heart-to-heart bridge" to communicate the feelings of doctors and patients. Because of the particularity of medical service and the asymmetry of doctor-patient information, patients can easily blame medical staff, and medical staff will be disappointed and wronged because of their incomprehension. There is no special institution or course to train customer service personnel, and customer service training is different from the requirements of medical and nursing knowledge training. In order to improve the effectiveness of customer service, we have made detailed provisions on training content, training time and assessment requirements.

Improve the management level and improve the effectiveness of customer service. In order to standardize management and improve the professional level of customer service personnel, we have formulated and implemented internal post rotation, shift change and work log writing systems. Although the temporary difficulties, such as unfamiliar personnel and heavier tasks of managers, are caused by different job responsibilities, we believe that temporary difficulties will bring long-term benefits.

Improve assessment standards and improve customer service passion. In order to break the same state of doing more and doing less, on the basis of improving job responsibilities and service processes, we have formulated an assessment method that takes into account financial goals, customer goals, management goals and personal learning and growth goals with reference to the internationally used balanced scorecard, and it is currently in the trial stage.

Through the activity of "Double Creation and Double Excellence", we found the gap in the process of summing up our work, the value in the thinking of establishing coordinates, the affirmation in the exploration of innovative work, and comprehensively improved our service consciousness, service ability, service image and ideological realm.

The beginning and end of the annual work summary of customer service department

Time flies, it has been half a year since I came to the company unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really benefited a lot. As the company's 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.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. The handover data processed in 10 was in our group, and the handover data processed in the month of Double Eleven reached more than 9,800. Usually, I can do my job dutifully, which can be regarded as living up to the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will summarize my work experience this year 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 the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and 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 an excellent 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, let customers feel that we attach great importance to her opinions, and we are also trying to meet her requirements, so that customers can have an excellent shopping experience and bring more potential business opportunities.

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

As a clothing enterprise, 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 products can not be limited to the products themselves, we all need to know the relevant collocation of products. 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.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. 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. When the call is over, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's word-of-mouth evaluation will improve over time, which is also the embodiment of our after-sales value;

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles and various activities of the store. Before each activity, I will also take the time to understand the rules of the activity, so that I can be sure.

The company also organized various trainings. In my spare time in the middle of the year, I applied for a pre-sales position to study. Although the charging time is not long, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In the new year, I will learn from the past and take the initiative to participate in the company's training, but with the guidance and care of the leaders, I am confident to do better.

The beginning and end of the annual work summary of customer service department

Think carefully about what I have done and gained this year. How should I treat today so that I won't regret it when I recall the past? I won't be ashamed of not making any achievements. Based on the above problems, I made some summaries according to the plan made last year, sorted out what I have to do now, and revised the future plan and direction in detail according to the actual situation. I remember last year's work summary mentioned this year's plan. First, I am familiar with the product; Second, do a good job in after-sales maintenance of products; The third is to study customer psychology; But what did I do this year? So far, although I am not very clear about the familiar products, it is enough to consult customers according to my current understanding. Of course, some new knowledge needs constant learning. For customer after-sales maintenance, the service has also achieved 80%; I didn't do the last item well. In the process of sales, I didn't grasp the real needs of customers. Besides, I found that I was too kind and not decisive enough. I knew something, but I didn't do it. I didn't convince customers what they wanted and the uncertain information existed, which led to some missed opportunities. As a salesperson, I must reflect and understand this.

Next month, I will switch to after-sales service. The leader said that my performance was the last after-sales service. To tell the truth, I am very reluctant, but people who know are not as good as good people, and good people are not as good as happy people. No matter how my position changes, I won't make myself unhappy. No matter what changes, it is a kind of exercise for me, or a good change after sale. I didn't have time to do what I wanted to do before.

1. Regarding the return of goods, the process is too complicated and the time is too slow. I think the crux lies in the damage caused by product return and the delay caused by product maintenance or storage. To this end, I want to simplify this process. When returning the goods, I will check the products first. If there is any problem, I will take it directly for maintenance and give a solution in time. It's too much trouble for the warehouse to put them in storage and then submit the so-called return order. Therefore, I want to put them in storage after sale. Goods and return orders are directly returned to the warehouse manager, and then can be quickly handed over to the financial department, avoiding the delay caused by the warehouse manager's busy delivery.

Second, regarding after-sales telephone calls, the stipulation is 80%. To be honest, it's a bit much, but how to do it? The original idea was to check whether the customer was online before calling. If yes, return through Want Want, and call back if the customer is not online. In this way, there are two advantages First, if there is any problem, Want Want has a chat record to check and can avoid unclear things according to Want Want. Another important problem is that when calling customers, it is usually from 9: 00 to 1 1: 30, and from 14: 00 to17 in the afternoon; 00 is better, and during this period, the after-sales guidance is mainly completed in the afternoon, so it can be said that you can only call in the morning. In this case, you may not be able to call back. But still work hard first, and then put forward the change plan after summing up.

Third, logistics tracking, if there is a transfer order, it will be directly inquired after sale and sent to customers. Although after-sales do not participate in pre-sales work, if it is transferred to pre-sales and then to customers, it is unnecessary. I hope it can be adopted in the future.

Four. As for issuing invoices, according to the regulations, invoices issued after 3 pm every day will be issued another day. In order to eliminate the so-called special, just send the invoice application to the finance department before 4 pm and set it to 15: 00. Personally, I think it's a little early, but how to do it? According to the time, invoices with invoices before 3: 00 pm will be recorded at 3: 30 at the latest, and the remaining 30 minutes will be used to open the outbound order and invoice application.