Customer service team leader confirms work summary.

Customer service team leader confirms the work summary model essay.

Summary is a written material for reviewing, checking and evaluating a certain stage of study or work afterwards. It can help us find mistakes and correct them in time. Let's sit down and write a summary. How to write a summary without becoming a mere formality? The following is a short summary of the confirmation work of the customer service team leader I collected for your reference, hoping to help friends in need.

Summary of customer service team leader's work model essay 1 Looking back on the day when I joined the reform family, my heart was filled with emotion. The merchandiser is the window of the company's external communication, and the work is also very important, which requires great care and patience. I am honored to be a member of this important position in the company. Now let me sum up the completion of all the work in the past year:

I. Summary of work in xx years

1. Order processing

The qualified rate of order review 100%. Customer orders are generally made by telephone (orally), fax, QQ, etc. After receiving the customer's order, review the order (if it is an oral order, confirm it repeatedly with the customer and make records). Confirm the product model, color, specification, quantity, unit price, amount, payment method, delivery method and packaging requirements. In the work of order review, from being clumsy at first to being able to handle it skillfully and independently, I feel very happy and fulfilled.

2. Product tracking

The punctuality rate of product delivery is 98%. After receiving the customer's payment, notify the finance department to unlock it, always pay attention to the production progress, notify the logistics company to pick up the goods in time after the products are put into storage, and follow up at any time to ensure delivery.

Step 3 communicate with customers

Call at least three customers every day (except those who place orders on the same day) to keep abreast of customers' situation.

4. Customer data collation

Many customers are transferred from sales companies, and the information is very incomplete. It was my negligence not to establish a complete customer file in time, so I decided to improve the customer-related information and file it. Establish corresponding files for new customers in the future.

Two. 20xx work plan

The new year means a new starting point, new opportunities and new challenges. I am determined to make persistent efforts, work hard and open up new prospects. I hope I can have more brilliant achievements in 20xx.

1. Strive for customer service satisfaction rate 100%, communicate with customers more, strive for more orders, and report customer feedback information to leaders in time;

2. Timely and accurate review of customer orders, with an accuracy rate of100%;

3. Improve your working ability and communication ability in an all-round way;

4. Obey the work arrangement of the leader, do things carefully, and the accuracy of each report is 100%.

Customer service team leader confirms the mode of essay work summary 2 Busy 20xx years have passed, and a brand-new year is coming one after another. In the past year, under the care and correct leadership of leaders at all levels, with the active cooperation of various departments and with the joint efforts of all the staff of the customer service department, our customer service department successfully completed all the tasks of the whole year, which are summarized as follows:

1.20xx At the beginning of the year, we collected and filled in the application materials of 59 owners in Building 2, No.5 Community of Jiankang East Road, and entered them online. In the shortest time, 59 other warrants such as real estate license were handled, and the other warrants were handed over to the bank and provident fund, and the housing provident fund deposit 170700 yuan was returned. At the same time, 18 was prepared for the relocated households to handle the real estate license and land certificate. And assist the relocated households to apply for real estate license, collect and fill in 77 land certificate materials, totaling 23 1, and apply for 59 land certificates.

Second, in order to standardize the sales files, the sales files from 20xx to 20xx years ago were compiled into volumes, and the sales files of Yaxin Garden, No.5 Community and No.7 Community were coded, bound, boxed and labeled, totaling 27 volumes. And made an electronic catalogue for future reference, sorted out the company's personnel documents and borrowing work, and made an electronic summary.

Third, at the initial stage of subscription, according to the company's sales system, review the daily subscription form, register the ledger, and control the housing.

Fourth, in order to better work in the later period, according to the requirements of the Housing Authority, 200 sets 1800 commercial housing sales contracts were made in advance, and the official parts were stamped and pasted.

5. For the publicity work of House No.30, the materials and preliminary work for the housing fair in 20xx x x x x were prepared, so that the housing fair on May x could be carried out smoothly. At the same time, the materials of the Housing Fair are managed, counted and distributed as gifts, and the materials of the Housing Fair are bound into a book for future reference. Through telephone survey, the information of other real estate companies in 20xx years was summarized, which laid the foundation for the opening of No.30 house community.

6. In order to make the company pre-sell as soon as possible, we are going to collect the pre-sale permit information of No.30 residential area and declare it online. With the active cooperation of Yao Jingli, the pre-sale permit will be issued in the shortest time, which makes the work in the second half of the year have a good start.

Seven, because the work of the customer service department is more complicated, it is easy to repeat the work if you don't pay attention. Therefore, everyone is required to do everything carefully, all the time and everywhere. In order to ensure the progress and quality of the work, we should emphasize the word "strictness" in the quality and requirements of the work and improve the quality of the work. We must strictly control the work, overcome the idea of "getting by", make careful arrangements and strive to improve the quality and efficiency of the work. In order to achieve the expected results and strictly complete every little thing and every specific work, our department successfully reported and approved the loan information of 30 households at the end of the first month of the pre-sale period, so that all the loans of 30 customers were paid to the company account in the shortest time, which brought benefits to the company.

8. By the date of 20xx, the 124 commercial housing sales contract has been reviewed, the house has been correctly registered, and the ledger has been made, and there is no difference between the sales return amount and the financial return amount. Collect, fill in and report loan customer information, including online entry, scanning and uploading loan customer information, correctly filling in provident fund and bank loan contract, handling advance notice and pre-arrival certificate. The loan amount is 654.38+07 million yuan, and the loan interest rate is 654.38+000%.

Looking back on the work in the past year, the reason why our department can successfully complete the task is mainly due to the following aspects: first, the attention and support of the company leaders; Second, the cooperation and cooperation of other departments of the company; Third, the unity and cooperation of employees in this department and the joint efforts of * * *. While summing up the achievements, there are still many shortcomings that need to be improved and worked hard.

In the new year, our department should actively adapt to the requirements of company development. With the continuous expansion, standardization and perfection of the company, we can expect that our work will be more arduous, demanding and knowledgeable. Therefore, all the staff of customer service department will study harder, improve their own quality and skills, adapt to the development requirements of the company, make a good work plan for 20xx, closely focus on the business work of customer service department, and complete all the work with innovative spirit.

Customer service team leader confirms the model essay 3. Work summary of time flies. In a blink of an eye, the annual work of 20xx is coming to an end. With the guidance of leaders and the support of various departments, the expected work objectives and work plans at the beginning of the year were basically completed. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of the property, improved the communication with the owners, and properly handled the disputes related to the owners around the issues of early property management, repossession, maintenance of legacy projects and property fees. All the work of the department has been improved, the enthusiasm of employees has increased, and the satisfaction rate of owners has also increased.

I. The work this year is summarized as follows:

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees. Strengthen communication with employees, and regularly comment on employees' work, which effectively stimulates employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Take various forms and measures to consolidate and improve property fees.

This year, the property fee of RMB 6,543,800+0.4 million has been collected. To sum up, we mainly pay attention to three aspects of cost management. First, the forms of fees are diversified, and fees are collected through SMS platforms and door-to-door. In the past, the customer service department mainly used the way of calling and placing orders to inform customers, which had the problems of low charging efficiency and poor enthusiasm of car owners to pay fees. Second, the charging measures are service-oriented and promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, by arranging a special person to be responsible for the collection of management fees, we will focus on following up the collection of management fees, stimulate the enthusiasm of employees and improve the level of fees.

(3) Strictly grasp the service quality and level of customer service personnel and create a good service image. The customer service department is the bridge and information center of the property management company, which plays a role in connecting the inside and outside. The service level and quality of customer service assistants directly affect the overall work of the customer service department. Since the second half of this year, on the basis of doing a good job in charging fees, our department has focused on employee service management, strictly requiring employees to conduct self-inspection and mutual inspection on dress and etiquette before going to work, so that customer service assistants can maintain a good service image, strengthen the training of customer service specialists in language, etiquette, communication and problem-solving skills, and improve the service quality of customer service assistants.

(4) Successfully completed the owner's check-in/check-in service, which laid the foundation for the overall work of the customer service department.

From the end of March, the customer service department will be responsible for distributing materials, signing contracts and handling disputes between owners. A total of 1739 households were recovered, all procedures were basically handled in time and accurately, and the owners were basically satisfied with the settlement of various disputes. Before formally handling the building repossession, our department worked overtime to prepare occupancy materials, agreements and other documents, formulated a detailed and unified statement, and organized several occupancy drills. In the process of handling the formalities, the customer service assistant learned and mastered the owner's family characteristics, customer group types and basic economic conditions through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service assistant patiently explained to the owner, answered the questions raised by the owner and showed the owner a good customer service image.

(V) Work closely with all departments to do a good job in internal and external contact and coordination of property management companies.

The important function of customer service department is to contact the property management company with the owners, developers and other external work, and provide services to the owners in time through feedback information. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low.

Through the work practice of the department for more than half a year, the service level of customer service assistants is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is insufficient.

(2) The property charging rate is not high.

Judging from the current charging level, the main factors are the low charging rate, the problems left over from the previous and daily services have not been solved in time, and the overall service level of the project is not high.

(3) The department management system and process are not perfect.

In the past six months, the department has focused on the work of charging and recovery, thus ignoring institutionalization. At present, the system of employee management, service standard and operation flow is not perfect, which affects the work efficiency of the department, the sense of responsibility and the enthusiasm of employees to some extent.

(four) the coordination and handling of the problem is not timely and inappropriate.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.

Three. Key points of 20xx work plan

In 20xx, the key work of our department is to further improve the level of property fees, which will be increased on the basis of 20xx; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 90%.

(3) Strengthen departmental training to ensure that the professional level of customer service assistants has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on 20xx years, we have experienced hardships and sweat in our work, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

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