Customer service monthly work summary

Although the job of customer service seems simple, when you really become one of them, you will find more difficulties than you think. The following is a summary essay on customer service work for your reference.

Summary of the work mode of customer service 1 The customer service department undertakes the main work of customer service of the property management company, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.

Through a recent visit to the customer service department of our company, it is found that the customer service department of each project can complete the customer service work undertaken by the customer service department well. There are also some problems.

I. Existing problems

1, the staff's business level and service quality are low, which mainly shows that the methods and skills to deal with problems are not mature at the moment.

2. The department's management system and process are not perfect, which will inevitably affect the department's work efficiency, employees' sense of responsibility and work intention.

At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After meeting and discussion, our department put forward some plans.

Second, the work plan

1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the capital operation of the property company.

2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.

3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.

4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and bring better services to business households.

5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.

There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.

As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times; The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Always do every job dutifully.

Maintain a good mental state, adhere to the idea of service-oriented, supplemented by management, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

First of all, in the work, I summed up a set of work experience.

1 First of all, do a good job in the ideological work of "cooling down" for the complainant or disputant.

2. Analyze and investigate the cause of the problem.

3. If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

4. Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

5, complaints, dispute handling return visit, can let our work be affirmed by the owner, can also shrink our relationship with the owner, convenient for future property management.

Secondly, on this basis, nine steps to realize zero defect in work are established:

1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this as the starting point and destination of work.

2. Prevention first: make full preparations to meet the requirements and actively prevent possible problems.

3. Do it right once: do it right for the first time in execution, and don't take the working process as a testing ground.

4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.

5. Intensive training: instilling ideas, imparting knowledge and training skills.

6. Strict inspection: personal self-inspection, supervisor and manager supervision, and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.

7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.

8. Integrated organization: on the basis of linear organizational structure, focusing on customer satisfaction, improving the "first responsible person" system, speeding up information exchange, and highlighting the idea of total quality management.

9. Standardized operation: further improve the operation specifications.

The implementation of "zero defect in property" will further improve the service quality, enhance the brand image of the company and consolidate the property market.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned' customer return visit'. And the company is also developing towards the goal of "zero complaints and no complaints" with high-quality products and services.

Customer satisfaction is the most important criterion to measure a company's service quality. Through the personal investigation of customer satisfaction, we can find that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

As a member of the company, I will abide by my duties, constantly improve myself, study hard in my daily work, learn from each other's strong points and earnestly complete the work arranged by the leaders. thank you

Customer service monthly work summary model essay 3 customer service work is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.

Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.

First of all, when making the goods in/out report, we should pay attention to the following points:

First of all, we should find the corresponding customer service headquarters receipt, Shenzhou invoice, inventory department invoice, Shenzhou computer customer service maintenance list, sales warranty list and other documents. Carefully verify whether the file information is consistent with the data information recorded during the self-inspection. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.

Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and keep the continuity of single numbers so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.

Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write your name and date when you finish the "goods in and out report", and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check. Fourth, it should be noted that after the transmission, you should immediately take away the corresponding account books on the Goods in and out Report, China Customer Service Maintenance Sheet, Sales Warranty Sheet and other documents. Our company has five spare parts account books, which are good and bad parts inventory account, spare parts current account, bad parts account, bad parts account and in-transit account. In addition, you should pay attention to your personality when making accounts. When the spare parts sent to you by the headquarters have not been charged or you have not received the spare parts sent by the headquarters, you will not charge them first. But keep this clip. After receiving the spare parts and "Shenzhou delivery list" sent by the headquarters, the payment shall be made immediately.

Second, when you receive the goods from the service station, you should pay attention to:

First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.

Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.

Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.

Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.

Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to understand customer consultation and machine inquiry in our daily work. We must ensure its accuracy, timeliness and consistency.

Three, about the service station to apply for spare parts distribution and safety precautions:

First, the customer service of the branch must keep the surplus of its own inventory, apply for spare parts in time, and ensure that there are enough common spare parts in case there are no spare parts to distribute when the service station is in urgent need.

Second, the customer service of the branch company counts the physical objects at least within one week and reconciles with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.

Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.

Fourth, the customer service of the branch should not only pay attention to the company's property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work.

Four, about the exception handling matters needing attention:

Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and bringing intimate service to users.

There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.

In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, whether you can do it well and give full play to your greatest potential. It is not only a test of one's own potential, but also an increasing confidence.