Personal summary report of customer service stage

5 Single summary report of phased customer service work

Summary is to analyze and study the experience or situation in a certain stage of work, study or thought, and make regular conclusions. The following is my phased personal summary report on customer service, welcome to read!

Personal summary report on phased customer service1September 20 _, as a customer service specialist. With the help of my manager and colleagues, I learned a lot in this position.

(1) learned patience and tolerance. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers. Customers have different personalities, and their outlook on life, world outlook and values are also different, so I understand that serving customers means satisfying them according to their own preferences.

We learned to put ourselves in others' shoes. We should consider not only the interests of customers and manufacturers, but also our own interests. This is the best and most powerful way to maintain customers, retain merchants and improve themselves. If you can put yourself in the other's shoes when you encounter customer complaints, you can balance your work mood and improve your own quality.

(3) Learn not to make promises easily, and do what you say. Customer service personnel should not easily promise anything to customers, which will make their work passive. However, customer service personnel must pay attention to their promises, and once they promise customers, they must try their best to do so. Especially in our company, reputation is fundamental. The company stipulates that after receiving customer complaints, we will reply to customers within 24 hours and give them a satisfactory solution within 72 hours. This is the embodiment of credibility and the basic requirement for customer service.

(4) Learn to take responsibility. Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, which should include all the losses brought by the whole enterprise to customers. So in the customer service department, it can't be said that this is the responsibility of that department. All responsibilities need to be solved by customer service staff, and you need to be brave enough to take responsibility.

But at the same time, there are many shortcomings:

(1) It is also necessary to train all-round language expression skills. What I'm talking about here is not the basic skills of fluent Mandarin and moderate speaking speed in the process of communicating with customers, but the proper use of words, humility and self-confidence. Many times, we can't win what customers want, but we can still show our sincerity from our words.

(2) It is also necessary to enrich industry knowledge and experience. Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need solid professional knowledge and experience. You should not only be able to communicate with customers, but also become an expert in this service and be able to explain the questions raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As customers, what they want most is the help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience. I also need to learn from businessmen, from my predecessors who have gone right, and from books.

Personal summary report of customer service work in stages 2 Time flies. I have been in the company for half a year unconsciously, and the busy time in recent years is over. 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. 10 handled the highest handover data in our group, with more than 9,800 handover data handled in the month of Double Eleven. Usually, I can do my job dutifully, which can be regarded as disappointing 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 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. When we encounter similar situations for customers, we hope to get what kind of treatment results 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 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 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.

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, so we set up various short sentences. 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.

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 reputation will be improved 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 of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it.

The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, 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.

Personal summary report of customer service in the third stage. The busy 20 years are coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since/kloc-0 launched "One-on-One Butler Service" on October 20th, no matter what problems you encounter in your daily work, you can avoid them. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, the on-site simulation and daily inspection such as "smile, greetings and norms" were carried out. We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but developing in the direction of specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with the "Regulations on Property Management in Urban Residential Areas", "Measures for the Management of Residential Properties in Industrial Parks" and "Measures for the Management of Interior Decoration of Residential Buildings" and other laws and regulations, we learn relevant legal knowledge, solve problems encountered in practice from a legal perspective, and clearly realize that property management is not always guaranteed, nor is it that property management companies are responsible for everything after paying property management fees. The company also took some classic cases for discussion. We need to constantly learn and accumulate experience in our work.

20__ will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company!

Our work plan for four or twenty years is:

1. Track the situation reflected by the owner in the 20__ year satisfaction survey to improve the occupancy rate in 20__ years.

Two, continue to standardize the work process, earnestly implement the responsibilities of each position.

Customer service work 4 20__ year phased personal summary report is almost over. In this year, it seems that there is not much worth recalling. Life and work still have no scenery along the way, just when I thought the road was moving forward and the days were so calm. 20__, 165438+ 10, after application and selection, I came to _ _, very happy.

It has been more than two months since I joined _ _, but for me, I have grown a lot. Learning a working method, work content and workflow that I am not completely familiar with from the beginning will help me to understand the workflow and content of the whole English customer service more comprehensively and systematically. Two months' work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking. Here, I not only criticized my work some time ago, but also made some summaries. How to do a good job in my future work and serve the company with everyone.

I. Summary of 20__

(1) Work summary

I participated in the verification of English customer service orders for the first time on _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. Participate in the questionnaire for the first time and complete the order reply; Contact the refund and complaint handling department for the first time. Here, I see hope, because I can learn more about my work. Because I have been engaged in related work before, I got started quickly. Thanks to the guidance and help of leaders and colleagues, and thanks to the company for giving me the opportunity to learn. Here, I see a group of hardworking, hardworking and down-to-earth people at work, I see a good team, and I lose the sense of work pressure. But unfortunately, I have never been confident to complete the standardized operation and control of the whole process independently, which will be the primary task and the most important problem I will face and change in the coming year.

(B) deficiencies in the work

Lack of initiative in work, lack of communication with leaders and everyone, comprehensive and meticulous consideration of problems, and many mistakes, especially in order verification and follow-up. I need to spend more time and energy to study. Because this is far from the expectations and requirements of company leaders in their work. At the same time, the level of English theoretical knowledge, working pressure tolerance, and the implementation and planning of specific work need to be further improved. A series of problems need me to overcome and solve in my future work, so that I can do my job better. And what you should do and can do, you should be brave enough to undertake, not rely on others, not shrink back, not escape, and bravely take every step, so that you will be more confident, bold and careful in your work in the future.

Second, the 20__ year plan

The new year is coming, full of challenges and opportunities. I must work harder. It seems easy, but it needs hard work, attitude, confidence and endurance. I firmly believe that with the correct decision of the company leaders, the assistance of my colleagues and my unremitting efforts, the 20__ annual meeting will be a year for me to realize transformation in _ _.

(a) enhance the sense of responsibility, obey the leadership arrangement, actively communicate with the leadership, improve work efficiency.

We should take the initiative to get the work to the point and implement it, so as to reduce work mistakes. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperating with colleagues and reporting work and suggestions to leaders. As a newcomer, you should put yourself down a little and understand the strength and importance of the team.

(2) Study hard and improve professional service ability.

When it comes to the study of work-related knowledge, I am not afraid of hardships and try my best to overcome them. I have encountered many new things, new problems and new situations that I seldom touch or even never understand. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. Faced with these problems, you should know more about yourself, be familiar with the company's products, order operation and how to manage, so as to quickly enter the work role and express it to customers in professional language.

(3) Take more actions and stick to the post responsibilities.

English customer service post, long working hours, heavy tasks, great pressure, night shift, shouldering the company image. Therefore, what is needed is someone who has a sense of responsibility, is not afraid of hardships, can endure hardships and is willing to contribute. We should also learn to constantly adjust our emotions and decompress ourselves.

There is no size of work, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so many people describe us as "high-minded and low-minded" However, I personally think that I am highly motivated, and my characteristics are strong learning ability and sincere treatment. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to summarize, analyze and induce in time and professionally, and finally complete my promotion and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself.

(4) Be good at thinking and integrate theory with practice.

Be a careful person at work. Under the guidance and care of the company leaders, I gradually became familiar with the work situation. Through careful observation and attention, reflection and summary, I have absorbed the essence, extracted the dross, and constantly summed up experience in my work. Grasp and discover the bright spots in everyone's work, learn from them and improve themselves, broaden their knowledge and improve their ability to perform their duties.

The fifth stage customer service personal summary report I think that only through continuous efforts and struggle can a person overcome his own shortcomings, constantly surpass himself and realize his ideals and the value of life.

Under the leadership of the general manager of _ _ _ company, I am responsible for answering telephone customer service business, demanding myself with high standards, constantly learning, assiduously pursuing, strengthening my own quality and self-cultivation, improving my own ability and doing a good job in customer service. Although there are many places where my work is not in place, I will faithfully perform my duties in the future work, constantly check and reflect on myself, constantly forge ahead, and devote myself wholeheartedly to various work practices. My belief is "as long as I can do my job well, I can do it." The main work of _ month is reported as follows:

First, always remember (1) that customer satisfaction comes first before going to work every day; (2) The customer is always right; (3) If the customer is wrong, still remember that the customer is always right.

Second, we should step up the tracking of the vehicle's driving position and customize the service so that guests can always give an accurate answer at the first time whenever and wherever they check the location of the goods, and we are not disappointed.

Third, in order that the goods can reach customers on time, check the transit situation of the goods in time and try not to let customers call to urge the goods.

Fourth, report the damage of the goods in time, so that the courier company can know the situation of the goods for the first time.

5. Check the inventory in the warehouse during commuting time.

6. Every phone call is related to our performance. Make phone records and record customer information.

Looking back on the previous work, I feel that there are gains and losses, and the shortcomings are mainly manifested in the following aspects: First, in the work, the working methods are simple, not comprehensive and meticulous, and not calm enough. Secondly, the ability to answer customers' calls needs to be further improved. In addition to these shortcomings, the next step needs to be overcome and improved. Therefore, in the next step, I will learn management and work experience from leaders and other colleagues with an open mind, learn good working methods, study hard and improve my own quality. It is necessary to further study relevant theoretical knowledge, combine practical experience, effectively complete various task indicators, be handy in work, and have the ability to control the overall situation. Strengthen professionalism and sense of responsibility. Caring and caring for colleagues, we are a strong group, and we can certainly do better. I can do it. Backstage should have the most basic qualities: strong professionalism and sense of responsibility.

Please criticize and correct the above report, welcome to give me more valuable opinions on my work, and take this opportunity to express my sincere thanks to the leaders who have been caring, supporting and helping me.