Customer service confirmation work summary report

5 customer service confirmation work summary reports

After the probation period, I will become a full-time employee of our property management company. I am both excited and nervous. I must continue to work hard and do better. The following is the summary report of customer service standardization work I compiled for you, hoping to help you!

How time flies 1, the customer service turned positive and summarized the report. This three-month work has come to an end. As an after-sales customer service, I really feel a lot. Now when it comes to becoming a full-time employee, I am very excited because I like this job very much. I also have a very deep understanding of my performance in these three months, and I think I have reached the standard, because in these three months, I have been. I am meticulous about my work. After-sales customer service itself should have a good attitude and a good sense of service. When I answer every phone call, I keep in good shape. For three months, I have been telling myself that I must keep this state and achieve the above points, so I have reached the standard. Now is the time to become a full member, and I hope I can do better in my future work.

Doing a good job itself is a very difficult thing and takes time. I've been decided by too many people. I believe that when and what I do is destiny takes a hand, because nothing can change my belief. Now I have become a full member and set many goals for myself. I hope I can finish what I have learned in my next job. This is also a commitment to yourself, and more often it is a belief in yourself. I hope so. Some things should be clear, that is, I always believe that I can accept more knowledge in this process. This probation period has really made me progress and learned a lot. As an after-sales customer service, I am also constantly learning.

Thanks for an experience in recent years, it will not affect my future performance. I don't believe my future has no direction. I also know that I have to do something well. When can I miss these things? Now that I think about it, it still has a great influence on me. I will definitely work harder. Although I am now a full member, my heart has never let go, because I know that my road is still very long. I need continuous efforts and accumulation to make myself have a profound growth and a sustainable development direction. I will definitely work harder and constantly motivate myself in the following after-sales work. Do the most basic things well and do the after-sales work well. I will definitely have a chance to grow up well. I will definitely do better in my future work. I believe this has been developing in this direction. I may encounter many problems in the future, but I will definitely set my mind and solve them with my heart.

Time flies, and I have been working in the _ _ service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

First of all, the following is my main work in the past year:

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, * * * _ _ households in the park have been delivered, _ _ households have gone through the handover procedures, X households have gone through the decoration procedures, and X households have moved in to the owner;

2, 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;

3. Making, sending and filing letters and documents. At present, we have sent _ _ copies of the annual work contact list and _ _ copies of the rectification notice; Tips _ _ copies; _ _ copies of departmental meeting minutes and _ _ copies of release notes for large-scale projects.

Second, in the process of completing the above work, I learned a lot and grew a lot:

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially X days before delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers?

Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism 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 work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried to keep smiling and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. 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. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by 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;

3. I have developed my talents in my work and study; 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 the park on Christmas and New Year's Day just completed two days ago is the first scheme I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

3. In the new year, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen my work in the following aspects:

4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

5. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

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

7. 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 this lovely and excellent team as soon as I graduate from school. The cultural concept of Greentown and the working atmosphere of Housekeeping Department have 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 myself, surpass myself and make greater progress in the new year's work!

Time flies, it has been three months in a blink of an eye. Under the intense, busy and full work, with the help and guidance of leaders and colleagues, my work has never been familiar to the right track and I can carry out all the work independently. The work during the three-month probation period is summarized as follows:

I. Insurance management of social insurance, industrial injury insurance and accidental injury insurance.

1. Change, renewal and payment of social insurance and industrial injury insurance

According to the payment time of _ _ County Social Security Center and the provisions of the company's rules and regulations, timely increase the number of employees and other changes, and complete the payment of the company's social insurance and work-related injury insurance before X every month. During this period, I have successfully completed the payment of social insurance and industrial injury insurance in X, X and X months. At the same time, sort out and summarize the list of people who meet the conditions for paying social security and carry out work surveys. The survey results have been reported, and the insurance can be paid after the approval of the general manager.

2, accident insurance and replacement work

During the probation period, participate in and assist the company in bidding for group accident insurance and property insurance, and complete the bidding work. And complete the accident insurance for X people and the replacement of X people.

3. Employee accidents, industrial accident reports and insurance claims.

Up to now, there have been X accidents and industrial accidents, and all of them have paid industrial injury insurance. Among them, _ _ copies and _ _ copies of relevant materials of the application for work-related injury identification have been reported to government departments, waiting for work-related injury identification; _ _ I give up my application for work-related injury identification and have signed a statement with him not to identify work-related injury; _ _ The relevant materials of the application for work-related injury identification have been forwarded to _ _, waiting for work-related injury identification.

At the same time, complete the accounting of wages and one-time disability employment subsidies during work-related injuries, reorganize and summarize the employee work-related injury ledger and update it in time according to the actual situation to ensure that the company's work-related injuries are clear at a glance.

Because our company didn't have detailed regulations on the process of industrial injury declaration before, I drafted the Regulations on Industrial Injury Management according to the actual situation of the company and the regulations on industrial injuries in _ _ county, and it has been officially put into use.

4, 20__ years written labor inspection and 20__ years social insurance base declaration.

The probation period is just the period for conducting written labor inspection and reporting the 20-year social insurance base of _ _ county. Although the related work in _ _ county is different from that in my previous work unit, with the help of the leaders, I overcame the related difficulties and successfully completed the written labor inspection in 20__ years and the declaration of the base number in 20__ years.

5, A-level integrity demonstration unit evaluation work

During the period, I learned that our company was rated as an A-level integrity demonstration unit in 20__, which needs to be audited according to the requirements of government departments. The materials to be carried include employee salary payment forms and vouchers for 20 years, social security payment vouchers for 20 years, and roster for 20 years. This work was successfully completed on _ _ _ _ _ _ _ _ _.

6. Collection and distribution of social security cards

_ _ County has completed the first batch of social security cards, and our company has X households. The company driver and I will go back with the company's letter of introduction and complete the distribution work. The issuance details have also been stamped and sent back to ICBC.

As some personnel have not collected information, statistics have been collected and relevant personnel have been informed to go to the human resources building to collect information.

7. sort out and summarize the insurance coverage of various insurances in our company's X factory.

In order to know the insurance coverage of all kinds of insurance in each factory area of the company at this stage, I have compiled a summary list of insurance coverage, which is updated every week to ensure that the superior leaders can master the insurance coverage of all kinds of insurance.

II. Payment and withdrawal of housing provident fund

According to the requirements of _ _ Housing Provident Fund Center, this month's provident fund payment needs to be completed before X of each month. In order to reduce the workflow, it is generally paid together with social insurance, which can be completed before X. During the probation period, X months and X months of provident fund payment have been successfully completed, and X months can be completed before X days due to some personnel transfer.

At the same time, in this issue, * * * X people applied for housing provident fund withdrawal. On the basis of the approval of the leaders, the housing provident fund withdrawal of these X employees has been completed and distributed to the employees themselves.

Third, the company accounting work

When I first entered the company, I was not very familiar with the company's salary management. With the assistance and guidance of leaders and colleagues, I have mastered the relevant knowledge of company salary accounting through studying the company's salary management regulations, and completed the salary accounting and payment of X months and X months.

Fourth, other work.

1. Attend the company's staff symposium and make relevant records;

2. The design and sorting department studies notebooks and related materials;

3. Attend _ _ college, _ _ university job fairs, etc. , and assist in recruitment;

4. Complete the update of social insurance online service system;

5. Complete the insurance of production safety liability insurance;

6, complete other temporary work assigned by the leadership.

I believe that my active efforts and ability in the work process will be recognized by leaders and colleagues. Of course, I also have some shortcomings, but I will continue to work hard, be stricter with myself and do my work better.

Customer service and employment summary report: 4 I studied in _ _ University, majoring in _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Since my work, I have made great progress and gained a lot in my thought, study and work under the careful training and teaching of the unit leaders and through my continuous efforts. During this period of work and study, I have a relatively complete understanding of real estate; I have a clear understanding of the property development process, management and personal responsibility. In the process of being familiar with the work, I gradually understood the core values of honesty, diligence, realism and innovation in property management, which added new vitality to the steady development of the company. The following is my self-evaluation during the probation period and a summary of my work performance.

At work, my main position is customer service specialist. At work, I try my best to do my job well and improve work efficiency and quality. In addition to doing my job well, I also cooperated with the data Commissioner during the preparation of _ _, and used my own advantages to help him formulate a series of tables and summarize the relevant data. During the period of learning and mastering customer service related skills, it is with such a firm belief that I will be strict with myself, study hard and strive to become an expert. It laid a good foundation for the smooth development of my future work.

In learning, I am strict with myself, correct my work attitude and integrate theory with practice; So as to improve their strengths and ideological and cultural quality, including learning to develop good living habits in life, being rich and organized, having a rigorous attitude towards life and a good style of life, being warm and generous, being honest and trustworthy, being ready to help others, having their own good working principles, and being able to live in harmony with colleagues.

Consciously abide by the rules and regulations of the property and insist on participating in every training of the property. I have been devoted to my study and work with rigorous attitude and positive enthusiasm. Although there are tears of success and bitterness of failure, the increasingly fierce social competition has made me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique.

Although it is only a few months, the gains in the middle are indelible, which cannot be separated from the help of unit leaders and colleagues. I always believe that no matter how bright the match is, there is only light as big as a bean. But if you light a pile of matches with a match, it will burn very brightly. I hope to use my brilliant youth to ignite every guest and inspire my colleagues to contribute to our cause, forge ahead and create a better tomorrow. Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs a spirit of transcendence, and I believe that through hard work, our work will get better and better.

Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I am willing to contribute all my strength to the vigorous development of the company.

Time flies, and the work of _ _ will be over in a blink of an eye. Looking back on my work in the past year, I am deeply touched. Since joining the project, with the guidance of the leaders of the service center and the support of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners, properly handled disputes related to the owners, significantly improved the work of the department and greatly enhanced the enthusiasm of employees.

Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it.

X month of _ _ year, officially promoted to Director X of Customer Service Department. For the property customer service staff, there is only one word that I feel most deeply in the whole process: annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. 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. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to make boring and monotonous work colorful as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude. The work of this department this year is as follows:

First, standardize internal management and enhance employees' sense of responsibility and work efficiency.

Since joining the customer service department, I have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low efficiency, procrastination and so on. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires 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) 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 service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.

(III) Successfully completed the delivery of the first stage, laying a solid foundation for the overall work of the customer service department. The first phase of _ _ Garden was officially delivered in the middle of _ _ _, and our department is mainly responsible for the distribution of the first phase of occupancy information, signing contracts and handling disputes between owners.

(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.

The important function of customer service department is to contact the service center and the owner and other external work, and provide services to the owner in time through feedback information. Cumulative processing this year _ _.

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 and practice of the department for half a year, the service level of customer service staff 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 not very high.

2) The management system and process of the department are not perfect.

In the past six months, the Ministry has focused on the preparation of delivery, thus ignoring institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(3) The coordination and handling of problems is not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.

Three, _ _ year work plan points

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

(two) to strengthen the level of property services charges, to ensure that the year-end charging rate reached more than _ _%;

(3) Strengthen departmental training to ensure that the professional level of customer service personnel 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 _ _ _, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to the future, we are facing opportunities and challenges. To this end, all the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.