Customer service manager's personal work summary report

Summary is the product of reviewing one's own social practice and is based on one's own work practice. It is to review the past and reflect on the work of the previous paragraph, but the purpose is to do a good job in the next stage. I'll show you five sample essays of the customer service manager's personal work summary report, hoping to help you!

Customer Service Manager Summary Report 1

In terms of real estate, there are too many things in the corporate culture of big country real estate and Piaojia's projects, which are not clear to the heart, and they do not show their reputation and image for enterprises and projects well when introducing them to customers, resulting in customers' little knowledge of our corporate brands and projects. I think as a real estate consultant of a large enterprise, we should not only be proficient in selling houses, but also make customers feel that China Construction has advantages over other real estates in terms of corporate brand, community environment, property quality and staff quality, and strengthen customers' purchasing confidence.

First, its own shortcomings.

Unconsciously, I have been working in a big country for more than two months. There is not much work during this period, but I have a lot to learn. That's why I like this job more and more. In view of this problem, I have had a profound discussion with the predecessors of the company, learning more and asking for advice more, and establishing absolute confidence and superiority in the brand of this enterprise from our own perspective, thus infecting every customer. Look at your own shortcomings and improvement methods. Look at your own problems. I think the main reason is that customer service skills need to be improved. Personal control of customer service rhetoric has certain logic, mainly lacking rich rhetoric and customer service skills, which may be related to insufficient customer service experience; In the reception process, sometimes too enthusiastic, lack of calm personal image, as well as temperament. Need help and improvement.

Second, the direction of improvement

1. Learning from leaders can improve customer service skills.

2. Usually surf the Internet or read books to learn professional knowledge; Participate in market research as much as possible to make up for the vacancy of competitors' rhetoric and highlight the core advantages of this project.

3. Increase customer reception and learn from customers; After receiving customers, we should analyze, think and summarize the rhetoric as much as possible; Through these points, the current customer service ability will be gradually improved in order to bring higher benefits to the company. Image temperament is the first impression that customers value most. How can we be a temperamental property consultant and give customers a professional and pleasant feeling? I usually read some books about improving femininity to help improve my shortcomings.

4. You can also show your professional image through the use of some props and the neatness of clothes. The improvement process from the inside out also needs to be improved slowly from the details.

After self-reflection, I think there are problems in my work and need to be improved. In the future work, I also hope that leaders and colleagues can help me find and solve problems together. In these three months, although I have no achievements, this time has taught me the necessary ability to become a real property consultant again!

Third, personal qualities.

1. Don't be artificial, treat each other sincerely, and customers can see if they are sincere. If you gain the trust of your customers, they will listen to you, otherwise everything you say will be counterproductive.

2. Understand the needs of customers, understand the needs of customers at the first time, and make targeted explanations.

3. Be sure to recommend houses and know all the houses, including their advantages and disadvantages. Give a reasonable explanation to all customers' problems.

4. Maintain customer relationship. Every customer has a different contact person. As long as they are guaranteed to love this project, they will pass on their love.

5. Identify yourself. We don't sell houses, we are consultants, and we use our expertise to help customers. More professional knowledge with customers and neutral evaluation of other properties can increase customers' trust.

6. A good team needs united and cooperative colleagues. Of course, no matter how good the method is, it must be completed by strong execution.

This is also where I personally need to strengthen. I think as a property consultant of Daguo Real Estate, we should not only be proficient in selling houses, but also know some knowledge around us, so as to better serve our customers and make them feel that Daguo Real Estate has advantages over other real estates in terms of quality, community environment and property quality.

Fourth, business ability.

1. Familiar with the company and products.

Don't know the company and products, don't know where the target market is, or don't know when customers ask some professional questions about the company and products. How to promote our products? In fact, as long as you are familiar with the company and products, you will naturally know where the target market is, and you can also answer customers' questions professionally.

2. Understanding of the market

This includes two aspects, one is the understanding of the target market, and the other is the understanding of competitors. You must never sit still and look at the sky, not knowing what is happening in the world. Because the only constant in the world is "change", we must formulate corresponding strategies according to the changes in the market in order to win in the fierce competition.

3. Business skills

Many customers like to talk business with professional customer service personnel. Because the business personnel are professional, many problems can be solved in negotiation, and customers are willing to hand over their property to professional customer service personnel. Of course, business skills are also cultivated through long-term practice. Everything starts from the needs of customers. In the process of visiting, we should constantly ask questions and understand the needs of customers from their answers, which will get twice the result with half the effort.

Verb (abbreviation of verb) working face

I know that personal development is inseparable from the development of enterprises, and doing every job well is inseparable from love. Therefore, in this promising enterprise, I will fully serve the company, love my post, work hard, be strict with myself, study hard and keep learning, face customers with mission-like passion, face the cause with a serious and rigorous attitude, create feelings for customers and create profits for the company!

Customer service manager summary report 2

Two years' experience as a real estate customer service manager has made me realize a different life, especially in the case of Vanke. The baptism under strict and rigorous management has also created my stable and practical work style. Looking back on the past step by step, I summed up the following customer service experience:

First, "persistence is victory"

Perseverance and not giving up easily can lead to success step by step. Although we don't know when we will succeed, what is certain is that we are getting closer and closer to our goal. With tenacious spirit, get twice the result with half the effort. Continuous work will inevitably make people tired. Relaxation is human nature. The most difficult time, stick to it and it will pass. Similarly, in customer service, guests raise various objections, give up the opportunity to explain to customers, and customers are lost; A little more persistence and persuasion will make a deal. Often hope lies in one more phone call and one more communication. At the same time, we will persistently learn the relevant knowledge of real estate specialty, so that our excellent professional quality can impress our customers from the heart.

Second, learn to listen and seize opportunities.

I think a good customer service staff should be a good listener. We should know all aspects of customers' information by listening, not judge a book by its cover. Don't judge customers easily by your own experience, resulting in the loss of some customers. We should judge their potential thoughts through their words and deeds, so as to grasp the real information of customers, grasp the psychology of buyers, and hit the nail on the head at the right time.

Third, maintain long-term enthusiasm and enthusiasm for work.

I believe that hard work will make excellent employees. Therefore, from the moment I entered Yiju Company, I have always maintained a serious work attitude and a positive spirit. No matter what small things I do, I try my best. To promote my products, we must first be fully familiar with my products, love my products, maintain enthusiasm for my customers, and follow up on the ground to make the impossible possible and the possible possible. The accumulation of dribs and drabs has made my outstanding performance. At the same time, I maintained the accumulated relationship with old customers. They all fully affirmed my earnest work and enthusiastic attitude, which brought me more potential customers and made my work performance by going up one flight of stairs. This is the biggest gain and wealth I have gained in customer service, and I am most proud of it.

Fourth, keep a good attitude.

Everyone has been in a bad state, and the positive and optimistic customer service staff will attribute this to the imperfection of personal ability and experience. Taking this period of time as a necessary tempering process, they are willing to constantly improve and develop in a good direction, while negative and pessimistic customer service staff will complain about opportunities and luck, always complaining, waiting and giving up!

The fable of the race between the tortoise and the hare is constantly appearing in real life. Hares tend to be opportunity-oriented, while turtles always adhere to their core competitiveness. In real life, just like the end of the tortoise-hare race, people who keep accumulating core competitiveness will eventually defeat those who chase opportunities. Life is sometimes like climbing a mountain. When I was young and strong, I was always alive and kicking like a rabbit. At the first opportunity, you want to jump ship and take shortcuts. I want to give up my rest when I encounter setbacks. Life needs accumulation. Experienced people, like turtles, know the truth of walking at a constant speed. I firmly believe that as long as the direction is correct and the method is correct, step by step, every step is firmly on the road of progress, but they can reach the finish line earlier. If you are lucky enough to get ahead, your luck will run out one day.

I have always insisted on doing what I can do well and making steady progress towards my goal step by step.

Customer Service Manager Summary Report 3

From the beginning of the year to the end of the year. 20 _ _ _ is a challenging year for the real estate industry, and it is also a year for us to exercise in the cold wind. In this nearly a year, I have gained a little through hard work. The end of the year is approaching. Looking back on the past, the purpose is to learn lessons, improve ourselves, make our work better, and have the confidence and determination to do our work better next year. Let me make a few summaries of this year's work.

I. Summary of the last evaluation and improvement

After passing the last exam, I deeply reflect on the existing problems, analyze the root causes of the problems, find out the reasons, and find the following problems, so I should work harder to correct them.

1. communication is not deep enough. As a customer service staff, in the process of communicating with customers, we can't clearly convey the advantages of our company's housing to customers, understand their real thoughts and intentions, and can't quickly respond to a question raised by customers. I don't know to what extent customers understand or accept the advantages of our house when conveying the information of selling houses.

There is no clear goal and detailed plan for the work. As a customer service staff, I have not developed the habit of writing work summaries and plans, and the customer service work is in a state of laissez-faire, which leads to various adverse consequences such as no unified management of customer service work, unreasonable distribution of working hours, and chaotic work situation.

3. The development of new business is not enough, the business growth is small, the personal salesman's sense of responsibility and work planning are not strong, and his business ability needs to be improved.

All these need to be improved step by step, and we need to sum up experience, blaze new trails and improve professional quality.

Second, the completed work

1. Customer service performance

As of _ _ _ _ _ _ _ _ 20th, * * * has completed 356,000 yuan, accounting for 90% of the annual tasks, with more than 400 mortgage loans, an increase of 50% over last year. The loan amount is about 40,000, the basic repayment rate in 30 yuan is 70%, and more than 3,000 house property certificates have been handled, with a handling rate of 30%. Among them, we organized 9 customer service exhibitions such as Warm Home, went out for publicity 12 times, and paid a return visit to 300 customers, with a return visit rate of 60%.

2. Customer service performance

(1) Collate the mortgage loan and pre-mortgage process of the Housing Authority for customers' reference.

(2) Do a good job in call reception and customer visit, and do a good job in customer analysis, follow-up and negotiation.

(3) Understand the economic strength of customers and the reputation of banks, and provide comprehensive information reference for customers.

(4) Strengthen communication with banks and housing authority, be familiar with their new businesses and policies, better serve customers and solve customers' doubts.

3. Analysis of unfinished work

(1) Sometimes, it lacks patience, and customers who ask or talk more often get tit-for-tat responses. In fact, for such customers, it may be more effective to adopt circuitous or soft means. Therefore, in the future, it is necessary to exercise more, increase patience, and make customers feel more intimate, so that they will have more trust.

(2) Not paying enough attention to customers. Some customers need the constant attention of customer service staff. Otherwise, they may not ask you questions, but ask others themselves or ponder. In this way, we lose his initiative in trading. So in the future, I will strengthen contact with customers, always pay attention to them, ask them questions, and then solve them politely, so that I can take the initiative and control the overall situation, increase my feelings with customers and increase the opportunities to bring guests.

Third, professionalism.

1. Good team spirit and work attitude.

The implementation of any strategy should be reflected through the market and strongly supported by the customer service team. Therefore, many companies will continue to train their employees in customer service, expecting that through these trainings, the customer service performance will advance by leaps and bounds. If you live with the lame, you will learn to limp. Everyone creates an atmosphere, and then training runs through the whole process of customer service. More is the adjustment of mentality at work, that is, psychological training, so that everyone can concentrate their wisdom and do a good job. This is the power of unity and cooperation.

2. Customer first, practice words, actions, actions and stops every day.

As a property consultant, I spend five minutes every day practicing smiling and standing in front of the mirror saying some polite words to myself. Through long-term persistent practice, my friends around me began to feel my changes, saying that I was getting more and more beautiful and could treat my customers as calmly as my family.

Customer Service Manager's Summary Report 4

Time always flies, and the new year is about to begin. In the past year, as the head of the customer service department, I led the staff of our department to successfully complete various tasks for 20 years. Here, I would like to express my gratitude to all the staff in the customer service department who have always supported my work. Without their efforts, the customer service department would not have today. I also thank my colleagues from all departments for their support and cooperation in my work.

The work of the customer service department in 20 _ _ _ was a busy and hard year, and the delivery of buildings 1, 2, 3, 4 and 5 was completed, but there were many different gains for each of us. Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone and take notes. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form (repair 395, service 99, complaint19);

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

7, the replacement of old and new forms and put into use;

8. Complete other tasks assigned by superior leaders.

9, do a good job of revenue and expenditure management office. In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In Jiaxing Property, I deeply realized the true meaning of professional and smiling service.

The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the brand-new 20 _ _ _ years, I will try to correct the shortcomings in my work in the past year, constantly improve myself, and focus on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the excellent team of Jiaxing Property. Jiaxing's cultural concept and working atmosphere unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

Customer Service Manager Summary Report 5

_ _ _ _ years passed quickly. With the support and help of company leaders and colleagues, I kept learning theoretical knowledge, summed up work experience, strengthened my self-cultivation, strived to improve my overall quality, strictly abided by various rules and regulations, and performed various duties of my post. My work this year is summarized as follows:

First, the work attitude:

I love my job, can treat every job correctly and seriously, and have a high sense of professionalism and ownership, abide by labor discipline, make effective use of working hours, and ensure that the work can be completed on time.

Second, the business ability:

Do more and learn more: I just arrived in the company, and this job is a new challenge for me. But in order to get started as soon as possible, I am not afraid of trouble. I asked the leaders, learned from my colleagues and explored my own practices. Be familiar with the work done in a short time, make clear the procedure and direction of the work, improve the working ability, form a clear working idea in the specific work, be able to carry out the work smoothly, and finish the work skillfully and successfully. Communicate with other sales staff frequently, analyze the market situation, existing problems and solutions, so as to improve together.

Thirdly, in order to improve our service level, I personally think we should provide more humanized services.

Reservations should be polite, humble, concise, neat, generous, considerate and considerate when speaking and answering the phone, and develop the habit of using modest terms such as "Hello, please wait a moment, please rest assured, and wish you a pleasant journey", giving people a sense of intimacy and spring breeze. Every phone call, every confirmation, every quotation and every explanation should be full of sincerity and enthusiasm to show our service attitude, express our confidence and show our strength. Reply to emails and faxes, literally clean, clear and beautiful, concise, accurate, distinctive and standardized in format. In order to win each other's goodwill, in exchange for each other's trust and cooperation

We know that the company's interests are above everything else, and we will enhance employees' sense of ownership. Everyone will make efforts to increase income and reduce expenditure. Understand a simple truth, the company and employees share the same fate, the company's development can not be separated from everyone's support, and everyone's interests are reflected through the company's growth. In the tourist season, everyone's efforts have also been rewarded, which has strengthened our determination to work harder and achieve better results.

Looking back on my work in the past year, I have successfully completed my work. It is the cultivation of the company, the care and education of the leaders, the support and help of my colleagues, the tolerance of my shortcomings and mistakes, and the teaching of me to be a man and do things that have made me who I am today. In the future, I will cherish, study hard, work hard, faithfully fulfill the purpose of being a man and doing things, and do my part for the development of the company on the stage given by leaders and colleagues. In the future work, I will work harder and make further progress!

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