Summary and deficiency of personal work in customer service

The first customer service personal work summary and shortcomings

Looking back on the customer service department of property management company for 20 years, it can be said that various management functions have been further developed and continuously improved. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of the preliminary improvement of various rules and regulations in 20__, the focus of 20__ is to deepen implementation. Therefore, the customer service department will deepen the knowledge and understanding of property management according to the company's development. The customer service department also adjusted the relevant customer service system in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Under the personal guidance of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Third, the daily maintenance processing

According to the Daily Work Record, record the complaints and service items of the owner's calls and visits, actively schedule the work according to the different maintenance contents, and solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

In the whole year, customer service handled a total of 14346 repair calls, and solved all kinds of faults 14346. The solution rate of eliminating the original construction problems and repairing faults was 100%. * * * Received 984 complaint calls, and handled and fed back 984 calls in time.

Fourth, the information release work

* * * A total of 23 written notices were sent to customers. A total of 1386 notices were sent by using the SMS sender, so that the intention of the notice was sent in time, in detail, clearly expressed and accurately worded, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Verb (abbreviation of verb) collection of property fees

According to the charge notice issued by the company, actively explain and inform the property fees, and do a good job of dunning.

VI. Collection of water and electricity charges

Do a good job in the first meter reading. Complete monthly water and electricity meter reading on schedule, and complete monthly water and electricity cost data entry and billing in time. After printing the payment notice, mail the payment notice to all households on time. Users who fail to pay on time will be urged to pay, and those who fail to pay will be stopped.

Seven, establish and improve the owner file work.

_ _ copies of the owner's files have been improved and updated, and the owner's electronic files have been continuously supplemented. Access cards have been handled for _ _ _ person-times, and apartment registration personnel have registered for _ _ _ person-times. Apartment occupancy certificate (required for temporary residence permit) accumulated _ _ person-times.

8. Shortcomings in work, problems found and difficulties encountered.

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

2. The follow-up and feedback of some repair reports are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The construction of spiritual civilization, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not been organized.

We are full of confidence and hope for 20 years. In the new year, we will definitely strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.

Chapter II Summary and Shortcomings of Personal Work in Customer Service

In this year, it seems that there are not many things worth self-examination. Life and work are still without any 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, working materials and workflow that I was not completely familiar with from the beginning gave me a more comprehensive and systematic understanding of the whole English customer service workflow and materials. 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, where I criticized my previous work, made some summaries, and how to do a good job in the future and serve the company with everyone.

I. Summary of 20__

(1) Work summary

20 _ _ (165438+)1joined _ _ on October 23rd, studying with the old employees, and participating in order registration and backstage management for the first time. Participate in the verification of English customer service orders for the first time; Participate in the questionnaire for the first time and complete the order reply; First contact with _ _ _ _, complaint handling. There, I saw expectations, because I could learn more work materials. 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. There, I saw a group of hard-working, hard-working and down-to-earth people at work, I saw a good team, and I lost my 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 first and 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, lack of comprehensive and meticulous research, 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, the ability to withstand work pressure, 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 _ _.

(1) Enhance the sense of responsibility, obey the arrangement of leaders, communicate with leaders and make progress, and improve work efficiency. We should be proactive, take the initiative to get the work to the point, implement it, and 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 scenarios and proposals to leaders. As a newcomer, you should put yourself down a little and understand the strength and importance of the team.

(2) study hard, improve the study of work-related knowledge, not afraid of hardships, and strive to overcome them. I met many new things, new problems and new situations in my work that I seldom touched or even never understood. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. To deal with these problems, we should first know more about ourselves, be familiar with the company's products, order operation and how to manage them, so that we can quickly enter the protagonist in our work and express ourselves to customers in professional words.

(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 we are also described by many people as superior. However, personally, I think I am very self-motivated, characterized by 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 self-improvement 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 scene. After careful observation and attention, reflection and summary, absorb the essence and extract the dross, and constantly sum up experience in the work. Seize and discover the bright spots in everyone's work, learn and improve themselves.

Chapter III Summary and Shortcomings of Personal Work in Customer Service

After months of hard work, I have finally changed from a probationary employee of _ _ _ company to a real official customer service! After working for so long, or studying is more suitable, I have grown and changed a lot during this time. Knowing the advantages and problems in my work, I know what I am more suitable for dealing with customers and gain a lot of customer service experience. Generally speaking, my work ability has improved a lot and my work style has been confirmed. In short, I have gained too much during this period. In order to continue to do this customer service job well, I will record my work gains during this period here and expect me to find more. My customer service probation work is summarized as follows:

I. Learning during training

As a customer service staff, the most important thing is to be eloquent. More importantly, we can find the answers that customers want in our company's field. As newcomers, our main job at first is to be able to firmly remember some key information of the company. This is really a very difficult period. There are a lot of materials to remember every day, about the company, about the products, about the problems and troubleshooting of the products. To tell the truth, I haven't recited such a long book since high school, but in order to continue in this job and respond to the encouragement of my colleagues, I also patiently let myself write down all these materials. However, some people failed to persist and left their jobs.

After memorizing and checking the information, we began to practice communicating with customers. But good communication is the basic criterion of our interview, so those who stayed passed the exam quickly.

Second, the actual operation

Although I have studied for so many days, I still have to go to work in person, but as a customer service, I only need to deal with customers on the phone in most cases, which is the main reason why I chose this job. I can communicate well with people on the phone and I won't feel nervous. So in the first actual combat, I finished my work easily.

But the victory at first does not mean eternity. With more work, although most customers are very communicative and polite, in many cases we will also meet some customers who are difficult to communicate with. When I met such customers, I was disgusted at first, but after more experience, I let go of my feelings. I stand for the company. I should consider the interests of the company when I work. Even if this customer is angry, I will try my best to appease him, because this is also my job.

Third, shortcomings

You can't always be so smooth sailing after working for so long. At work, I made mistakes or made customers angry. I was very nervous at first, but the _ _ _ leader helped me solve these problems well and taught me a lot of experience in encountering such problems. Looking at his skillful working methods, I also hope to do as well as him in the future.

To sum up, in this period of work, my harvest is to have a normal heart, every time I receive customers, I face them with a good attitude, and I will constantly improve myself afterwards. I think I will succeed as long as I persist in this way.