Summary of personal annual work of administrative units

Summary of personal annual work of administrative units

Annual work summary, a single administrative unit, when the administrative work has reached a certain stage or come to an end, needs to go back and make a serious analysis and study of its own work. Summary is very important. I will watch the annual work summary with you, a single administrative unit.

Annual work summary 1 After-sales administrative service, administrative unit, is a job with high comprehensive skills, especially after-sales service personnel. The following is my personal work summary for 20__ years:

I. Daily work and business

1, it is necessary to understand the market situation, customer needs, and some enterprise operations and service channels;

2, personal accomplishment is more, have a higher level of knowledge, familiar with product knowledge, knowledge of machinery, devices and equipment used to sell products;

3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know a certain relationship, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust;

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve problems immediately;

5. The appearance needs to be neat and generous, and the words and deeds should be decent. You don't have to be handsome and beautiful, but at least you have to be worthy of the audience. Don't twist your nose and mouth, blow your beard and stare, which will damage the company's image;

6. Good working attitude, enthusiasm, initiative, timely service for customers, regardless of personal gains and losses, dedication.

Second, handling customer complaints and complaints

1. Create a customer complaint form or complaint registration form.

Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. After receiving the information, the after-sales service personnel will conduct face-to-face communication by telephone, fax or at the customer's location to learn more about the complaint or the content of the complaint, such as the name, specifications, production date, production batch number, when to use it, the performance of the problem, what brand was used before using this brand, how it was used, and the recent use.

3. Analyze this information, explain and explain the work to customers, and stipulate communication and consultation with customers.

4. Report the handling situation to the leader, and the service personnel will put forward their own handling opinions. After applying for the approval of the leader, you should reply to the customer in time.

5. After the client confirms the treatment plan, sign the treatment agreement.

6. Feedback the agreement to the relevant departments of the enterprise for implementation. If you need to compensate for oil products, notify the warehouse to deliver them. If it is necessary to send small gifts, notify the market management personnel to distribute them.

7. Follow up the implementation of the processing results until the customer's reply is satisfactory.

Third, the specific methods of handling complaints

1. Confirm the problem

Listen carefully and patiently to the complainant, take notes while listening, judge the cause of the problem, and grasp the key factors in the other party's statement; Try to understand the whole process of complaint or appeal. If you can't hear clearly, ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please say it again in detail".

Step 2 analyze the problem

When you are not sure, don't draw conclusions and make judgments on the spot, and don't promise easily; It is best to discuss problems with service personnel in the same industry, or report to business leaders and analyze problems together.

Step 3 discuss with each other

After consulting peer service personnel or company leaders and obtaining clear opinions, the field service personnel are responsible for negotiating with customers. Before negotiation, the following questions should be considered.

As an after-sales supervisor, I need to constantly sum up my experience. The following is a summary of my work in handling customer complaints for 20__ years:

1, be patient

In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. Instead, we should encourage customers to pour out their grievances and let them vent their grievances to the fullest. After patiently listening to customers' complaints and complaints and venting their satisfaction, you can naturally listen to the explanations and apologies of the service personnel.

2. Have a better attitude

Customers complain or complain that they are not satisfied with the products and services of the enterprise. Psychologically, they will feel that the company has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers. On the contrary, if the service personnel are sincere, polite and enthusiastic, it will reduce the mood of customer reconciliation. As the saying goes, "Angry people don't smile at people", a modest and friendly attitude will prompt customers to calm down and rationally negotiate with service personnel to solve problems.

3. hurry up.

Handling complaints and complaints quickly can make customers feel respected; Secondly, it can show the sincerity of enterprises to solve problems; Thirdly, it can prevent the negative pollution of customers from causing greater harm to enterprises in time; Fourth, it can minimize losses, such as parking fees and parking fees. Generally, you will receive complaints or complaints from customers, that is, you will know the specific content by phone or fax, and then negotiate solutions within the enterprise, and it is best to give customers a reply on the same day.

4. The language is appropriate.

Customers are dissatisfied with the company, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and don't say, "How can you use it?" "Do you know the most basic skills?" And other words that hurt people's self-esteem, try to communicate with customers in euphemistic language. Even if customers have unreasonable places, don't be too impulsive, otherwise they will only disappoint customers and leave soon.

5, a little more compensation

Customers complain or complain, to a large extent, because of the use of the company's Lv Hou, the interests are damaged. Therefore, customers often hope to get compensation after holding or complaining. This compensation may be material, such as replacing products, returning goods, giving away oil products, or spiritual, such as apologizing. When enterprises compensate, they think that customers can be located only by invoices, so they try to compensate as much as possible, sometimes both material and spiritual compensation.

6, the level is higher

After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If the senior leaders can personally go to the customer's office or personally telephone condolences, it will resolve the grievances and dissatisfaction of many customers and make it easier to cooperate with service personnel to deal with problems. Therefore, when dealing with complaints and appeals, if conditions permit, try to improve the level of service personnel who deal with problems, such as the leaders of our enterprises, or hire celebrities to help.

7, a little more ways

Many enterprises deal with customers' complaints and complaints as a result, which is to give them condolences, apologize or compensate for oil products, send small gifts and so on. In fact, there are many ways to solve the problem. In addition to the above means, you can also invite customers to visit customers who have successfully operated or have no such problems, or invite them to participate in internal seminars, or reward them.

The above is a summary of my 20 years' work. I will continue to give full play to my advantages and do my job well.

Summary of the annual work, the individual administrative unit, with the care and guidance of the leaders of various departments of the company and the support and help of colleagues, successfully completed this year's work and completed all the tasks assigned by the leaders. He has improved himself in all aspects, but there are still some shortcomings. He needs to constantly learn and accumulate work experience in his future work, and make up for his own shortcomings with what he has learned. This year's research and work are summarized as follows:

First, a pragmatic work attitude.

Over the past year, I have been working hard, consciously safeguarding the corporate image of the company, doing my duty and trying to avoid any mistakes in my work.

(1) Provide various services every day to ensure the normal work of the business department, the documents department, the shipping department, the finance department and the design department.

(2) The daily work of clerks is trivial, which requires care and prudence, and cannot be neglected, let alone sloppy.

(3) Under the guidance of MAY, the manager of the administrative department, make the memorandum of the day. I put the day's work in the memo and finished it one by one so as not to miss it.

Two, due diligence, do a good job in administrative personnel.

Conscientiously do their own work and daily routine work, assist leaders to maintain a good working order and working environment, and make file management more and more standardized and standardized. At the same time, do a good job in logistics services, so that leaders and colleagues can avoid worries, and under the direct leadership of the department manager, actively do the daily housekeeping work of the department.

1. Daily reception work: When answering the phone, use civilized language, speak kindly, warmly and politely to receive factory visitors and foreign customers. When I encounter related problems, I will try my best to answer those who come to consult or ask for help or convey them to relevant leaders in time to solve them.

2. Material management: make the company's daily office supplies requisition, manage the material requisition, and register the requisition according to the department's requisition.

3. Document management: according to the needs of work, make various forms and documents at any time, at the same time complete the printing, scanning and copying of documents handed over by various departments, and upload and distribute the notices and documents issued by the company in time.

4. Personnel file management: classify and archive the files of on-the-job employees and former employees, electronically scan and archive them, and bind the new employee assessment form according to the annual sorting.

5. Recruitment: check emails, read resumes, and make appointments to arrange candidates for manager interviews and general manager re-examinations.

I warmly remind the world factory network: please click on the label below to view the year-end summary of the office clerk below! 6. Travel arrangements for business meetings and exhibitions: make travel plans, book domestic and international air tickets and hotels to ensure the normal travel of business travelers.

7. Financial work: review and apply for office supplies and express delivery fees, pay air tickets and hotel fees, and ensure the timely payment of monthly settlement fees of relevant cooperative companies.

8. Express delivery: do a good job in the registration and signing of domestic and international consignments, regularly check the receiving situation of customers on DHL and ARAME_ websites, and report abnormal express mail to foreign business personnel and relevant leaders in time.

9. Assistance: Assist the department manager to organize and arrange the quarterly and annual activities of the company and promote the corporate culture of the company.

Three. Knowledge learned in 20 years _ _

1. Guidance of the manager of the administrative department: learn standard official document management, standard official document writing, flexible reception skills, and etiquette image in public-private relations.

2. Guidance of the manager of the documents department: learn the basic knowledge of foreign trade, international express freight accounting and cost control, network maintenance and computer basic knowledge, and maintenance and repair of photocopiers and printers.

3. Guidance of shipping department manager: provide English software and learning methods, and always remind me to strengthen my English study and exercise.

4. Design manager's guidance: the correct use of photoshop, the simple cover design of the company's archive files.

5. Guidance from the business department manager: Learn the way echo handles things in an orderly way at work.

6. Guidance from colleagues in the Finance Department: the expense application form is filled in in a standardized way, and the filing document is bound correctly.

7. Guidance of foreign trade salesmen: foreign mail in&; Organizing and filing methods to strengthen English reading ability.

8. General Manager's Guidance: Make extensive use of the Internet and do everything with your heart.

9._ _ Director's guidance: If you think it's right, make bold efforts to do it, even if it doesn't work out in the end, it doesn't matter, at least you have tried.

Four, 20__ years need hard work and affection:

For me, the assistant is an affirmation of my ability and a new challenge from the company. I hope that through nearly a year's study, I will strive to improve my work level, adapt to the needs of work under the new situation, change my working methods in the process of continuous learning, and strive to do a good job in administrative work in the future.

Thank you for the company's training and learning opportunities, and thank you for your help every time. In the future, I will continue to push myself and motivate myself. I will always be strict with myself and do everything with my heart. I hope I can also make a modest contribution to the company by using what I have learned. I also hope that in the near future, I can be independent in my work and no longer rely on department managers, colleagues and people who help me grow up!

After 20__ years, I will devote myself to my future work with a brand-new look. At the same time, I hope to grow and progress with the company!

Summary of the annual work of three people in the administrative unit I joined the company on October 20, and was mainly responsible for administrative work in the company. I am honored to work with you, and I thank all my colleagues for their support in my work. Looking back on the work of these months, I have gained a lot and many feelings. In just a few months of work, with the support and encouragement of leaders and colleagues, I feel confident and happy in my work, and I also feel the pressure brought by my limited ability and immature administrative work. Although I have made some achievements in my work this year, there are still many shortcomings. Below, I mainly report my work in the past 20__ years from the following aspects, and urge the company leaders and colleagues to correct me.

I. Work content

1, cooperate with leaders and editors.

The main point of administrative work is to assist the leaders in their work, convey the leaders' instructions to the editors, assist the leaders in completing the tasks assigned to the editors, and be responsible for communication and cooperation with the editors.

2. Recruitment work

Writers are the main productivity of the company. Due to the particularity of the company's work, the mobility of writers is great, so recruiting excellent writers is the focus of daily work. Individual writers take the initiative to recruit qq to negotiate. Most writers call first-read the instructions for writers-send out paper samples-send out written test topics and databases-pass the written test-and finally become writers in the company. Although recruiting writers is a heavy job, every step should be taken seriously, because recruiting writers provides a win-win opportunity for writers and companies. The company needs good writers. Writers have accumulated material wealth through the company, so every successful writer has a sense of maturity. Because of my limited ability and energy, I can't guarantee that every writer is excellent, which also brings some pressure to the editor. Please forgive me. During these three months' work, I * * * recruited 130 writers. Occasionally cooperate with the leader to recruit others for the company.

3. Website login and update

Because recruiting writers is a long-term job, it is necessary to update the recruitment website every day to expand the energy of writers. There is no future for Excellence and ChinaHR. Com is updated every day. _ _ and _ _ and _ _ these three websites are updated once every two days with two articles each time.

During my year in the company, I entered the contents of four websites and recorded papers and periodicals. June+10/October, 65438, there were _ _ and _ _ websites. 10 month, 165438+ is the entrance of _ _ and _ _ website content.

4, _ _ teacher background entry

_ _ Teacher is an important customer of our company. His manuscript should be distributed and adjusted through a special backstage. He logs in backstage at least three times every morning, noon and evening to check the latest developments and assign tasks to editors.

Second, shortcomings in the work.

After three months of administrative work, I found many shortcomings, such as the lack of patience in recruiting writers and the lack of seriousness in reviewing written manuscripts, which allowed some irresponsible writers to take advantage of it and affected the efficiency of the company. Not careful enough when reporting to the leader, which affects the judgment and decision-making power of the leader.

Third, work experience.

I have been in charge of administrative work for three months, and I think the most important thing in administrative work is patience and passion. Administrative work should always be full of enthusiasm, be patient enough, not be eager for success, and be gradual. Although the work we do is sometimes repetitive, we should face the work carefully all the time, work with a zero mentality every day, have a sense of responsibility and confidence in the work, not be complacent, and work in constant learning and self-reflection.

Four, 20__ year work plan

1, increase recruitment efforts.

The recruitment in 20 years was not very successful, and there were always not enough writers. In the next 20__, I will step up recruitment, especially for medical writers. I can't let the company affect the development of the company because of my improper recruitment. I will work hard and seriously, and I can't slack off in the face of recruitment, so that the company's administrative department will become a reserve force for the development of various departments.

2, do a good job of communication between leaders and departments.

The administration department is a bridge between leaders and departments. On 20__, I will continue to cooperate with leaders and departments to help leaders solve problems and provide logistics services.