Summary of company customer service work

Customer service refers to a customer-oriented value that integrates and manages all elements of the customer interface in a pre-set optimal cost-service portfolio. The following is a summary of the company's customer service work that I prepared. Let's take a look. Summary of the company's customer service work

Time flies, and time flies. In the blink of an eye, I have been working as customer service for almost a year. There are joys and sorrows, successes and failures in this year. In the intertwining of joy and sorrow, success and failure, I gradually grew up, my business technology level also continued to improve, and my theoretical knowledge was fully practiced.

Customer service work is a bit trivial compared to other positions. Even seemingly simple work can sometimes make mistakes, which requires us to be serious, responsible and meticulous in our work.

Wake up to the sound of the alarm clock ticking, and after washing up, a new day begins. After punching in and saying hello to my colleagues, I turn on the computer, and then go to the fax machine to see if there are any faxes from me the day before. After getting the faxes or other information, I can sort them by priority. Make a "Goods Incoming and Outgoing Report" for the previous day based on the changes in spare parts and defective parts every day.

The following points should be noted when making the "Goods Incoming and Outgoing Report":

First, find the corresponding "Customer Service Headquarters Incoming List", "Shenzhou Shipment List", Documents such as "Inventory Section Outbound Slip", "Shenzhou Computer Customer Service Maintenance Slip", "Sales Warranty Slip", etc. Carefully verify whether the document information is consistent with the data information recorded during your own inventory. If there is any inconsistency, recheck it immediately. If problems are found, report them to the relevant leaders in a timely manner and solve the problems as soon as possible without leaving any future troubles.

Secondly, it should be noted that when submitting a report, you must check the report submitted the previous day. Submit the report in order and maintain the continuity of the order numbers so that they can be found immediately when searching in the future. There are also ways to add remarks after some special order numbers and details or use the unified character identification specified by our company.

Third, it should be noted that when calculating amounts, it is best to use the summation formula to verify it to ensure the correctness of the data. After completing the "Goods Incoming and Outgoing Report", be sure to write your name and date, and then go to the finance and manager to sign it. After the finance and manager signed it, they immediately faxed it to the Second Economic and Management Department and the Spare Parts Department. And notify the other party to check it.

Fourth, it should be noted that after the transfer is completed, you must immediately take the corresponding account books on the "Goods Incoming and Outgoing Report", "Shenzhou Customer Service Repair Order", "Sales Warranty Form" and other documents. Our company has 5 spare parts ledgers, which are "good and bad parts inventory account", "spare parts current account", "bad parts owed to people", "bad parts owed to people" and "in-transit account". In addition, when posting the account, you should pay special attention to the fact that the spare parts sent to you by the headquarters will not be posted until the headquarters has issued an invoice or you have not received the spare parts from the headquarters. But keep it with a clip. After receiving the spare parts from the headquarters and the "Shenzhou Shipping List", the account must be accounted for immediately.

When you receive the goods from the service station, you should pay attention to:

First, check whether the outer packaging of the goods has any traces of being squeezed and damaged. When unpacking, ask logistics or The freight personnel will unpack and inspect the package together. If there are any problems, contact the service station immediately for verification and negotiation.

Second, the company requires strict packaging specifications at service stations, requiring individual items to be packaged in separate packaging boxes. Company color pages and rotten newspapers are not allowed to be used as fillers in packaging. The company requires the goods to be packed in their original packaging or in foam and foam materials specially used by the logistics company. If you find service stations and dealers using company color pages and bad newspapers, you must patiently persuade and educate them to help find the reasons and find solutions.

Third, when you inventory the goods, first find the corresponding "Dealer Shipping List" and the "Branch Return and Exchange Application Form" that come with the items, and at the same time prepare the "Goods Record Tracking Form" Document work.

Fourth, when we find deformation, exposed skin, missing parts, etc., we should immediately contact the service station or dealer to explain the situation, and together we will find out the cause and handle it properly.

Fifth, when counting the complete machines and monitors, we must not only make corresponding records, but also enter them into our "Factory Management System". When entering information, be sure to be careful and careful without making any mistakes.

This is a powerful guarantee for us to accept customer inquiries and machine inquiries in our daily work. Be sure to ensure its accuracy, timeliness, and consistency.

Regarding the service station’s application for spare parts issuance and safety precautions:

First, branch customer service must maintain the remaining amount of their own inventory, apply for spare parts in a timely manner, and ensure that commonly used spare parts are sufficient. In case the service station has no spare parts to send when urgently needed.

Second, the branch customer service will count the physical objects at least within a week, and maintain reconciliation with the service station twice a month to ensure that our accounts correspond to the physical objects.

Third, branch customer service personnel must remember that the safety of company property is paramount above all else, and pay more attention to fire prevention and energy conservation. Goods are classified and placed in an orderly manner, fireworks are strictly prohibited in the warehouse, and the power is turned off promptly after get off work to save electricity.

Fourth, branch customer service personnel must not only pay attention to the company’s property safety, but also maintain a good attitude and keen insight to ensure efficient and orderly work.

Notes on exception handling:

Don’t delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, we need to be proficient in basic business, communicate effectively, reduce exception processing time, and provide users with considerate services.

There are many anomalies related to wear and tear. The most common ones are scratches on the casing and screen, which requires the front desk staff at our service station to carefully check the appearance of the machine when receiving the customer's machine, check clearly with the user, and strengthen protective measures to try to avoid such phenomena. occurs, giving users peace of mind.

In short, no matter where you are, no matter what position you are in, you must work conscientiously and down-to-earth. Dedication is our traditional virtue and our professional ethics. Develop good habits that will last a lifetime. Attitude determines everything, whether you can do it well or not, do it to the best of your ability. It is not only a test of your own abilities, but also a continuous increase in confidence. Summary of the company's customer service work

In the blink of an eye, xx has passed and ushered in the new 20xx year. The experience in xx Pharmaceutical Company over the past year has been more rewarding. Looking back at XX, I didn’t know much about all aspects when I first entered the company. In this year, I had achievements, failures, happiness, and helplessness, but after experiencing all these things, I finally gained something. Working in the company has also improved me a lot, both conditionally and personally.

Through this year of training, I have very clear goals for my future development. xx is an extraordinary year. Now this extraordinary year has passed. I also want to give a good summary of myself. The end of a summary means a new beginning. This time I ended my plan which was divided into three parts: business, customer service and 20xx.

1. Achievements and shortcomings in customer service throughout the year Passive marketing was changed to active marketing, with customer service as the leading focus and an all-out sprint for XX. Building a new service center. My first task after joining the company was to establish a complete service center. I established it in strict accordance with the company regulations one month after entering the company. xx is also the first qualified service center.

There were also many difficulties encountered in the process of establishing the service center. Because I am not familiar with the city of xx, the work progress is a bit slow. I also missed the materials I bought. But I know the importance of service centers. If the service center is not well constructed, it will affect future work. The location is also chosen very carefully. It is precisely because of my work attitude that I have always been stable in the old service center. Of course, there were also shortcomings. When I built the second service center, because I relaxed my requirements for details and was not very careful, the second service center failed in XX. Here I also realized that quality is in the details, which is why I relaxed a little bit in establishing the second service center. But the result is completely different.

2. Establishment of personnel. The recruitment of service center personnel is very critical. The personnel of the service center directly affect the sales of the service center. Although we are a treatment institution, the selection of personnel must not only have good professional skills but also have good communication skills. Also have a responsible attitude.

It was not difficult for me to recruit staff in XX. At the beginning, many people did not understand our working methods. I also have a lot of concerns about the company. Through long-term recruitment, I have also successfully recruited excellent employees, such as Fang Yiqin, Luo Guying, and Wen Chunlan. But I also walked a lot, which bothered me for a while. Employees who have just been trained will be leaving soon. Maybe I didn’t take care of myself well in many places at work. This caused invisible losses to the company. It shows that there are also big problems with my management. It also made me understand the iron-clad camp and the flowing soldiers. Only strengthen your own abilities. Only in this way can we bring more good employees to the company.

3. In XX, because I had just started my job, the employees had also just joined. There is also a very lack of professional knowledge. Although the company organized large-scale trainings during the year, it was too slow to absorb the personnel who had just taken up the job, and they were learning and groping at work. This also leads to many mistakes in the treatment of patients. It also caused a lot of obstacles to work. I also discovered that my own knowledge was lacking. During the year, I made intensive study of my major. Accelerate your own learning speed. Lay a solid foundation for 20xx. Through self-study, inspire employees' enthusiasm for learning. As long as you put in the effort, you will be rewarded, and we have treated dozens of patients throughout the year. Gain patient approval. And it’s not just professional learning. We also need to learn how to manage and communicate with patients. There is also learning about promotional activities. 20xx is a year for our xx staff to learn. Perfect year at the service center. This year has passed. This year's service center is already a clenched fist and has a lot of power.

4. The development of promotional activities. Why do I list promotions separately? Because during this year. Promotional activities bring us too much joy and hard work. Make changes in the company. Implementation of a new sales model. Take the initiative to look for patients outside the service center. What we do in promotion is that we face too many challenges of our own. When we stand on the road, in a shopping mall, at a station, or in front of a drugstore. Facing the passing crowds, we, a group of people who live in the noisy city for our own lives, have a strange look. It's just a group of us that ultimately changes people's perception of us. From wonder to awe from awe to adoration. People cannot be moved seriously. I got a kick out of it that I've never felt before. We also prove ourselves through our own efforts.

2. Achievements and shortcomings in commercial work throughout XX

1. XX’s commercial terminal, XX I have the most contact with in my work at XX. It is also my main task. A business is our foundation and a communication between people. A long term job. The terminal is the work where our products directly turn into performance. The terminal is the most basic and important link. The quality of a terminal directly determines whether you can gain a foothold in this market. I also realize the importance of the terminal. While building the service center, I also actively visited various pharmacies. Establish a terminal information table, learn about each pharmacy, and investigate each pharmacy's attitude towards our products. through a series of jobs. Learned a lot about the issues. Many of them are related to the distribution of gifts. As a result, many pharmacies are unwilling to buy our products. Some are resistant. The attitude is extremely bad, and there is no service center for a long time. Many patients who buy medicines do not receive comprehensive treatment.

Many people have questioned the efficacy of nail polish, and many pharmacies cannot sell it. Plus there are many fake and imitation shiny nails. The impact on the market is quite severe. To be honest, my heart has been shaken since I learned about these things. However, I believe that as long as you do it yourself, you will always gain something. The effort and reward must be directly proportional. During this year, I continued to visit various pharmacies and used my own money to buy gifts. Make friends with them sincerely. After this year’s efforts, many pharmacies have recognized us. The price maintenance is also very good, and the card layout is also fully developed. Of course these are far from enough. I paid dearly for several business inspections. I need to learn and further improve every aspect of handling things.

2. Development of commercial units. In XX, I negotiated with 4 commercial units at one time. They are Weimin Medicine, Shuanghe Medicine, Kanger Medicine, and Tongan Medicine. I also encountered numerous obstacles in my negotiations with these pharmaceutical companies. Most of them were due to supply price issues, which made it extremely difficult for me to negotiate prices. There is also supply control which is a big hindrance for me.

What I hear the most is "We can get the goods even if we don't get them from you anyway." Maybe it's because of my own unfamiliarity and lack of understanding in all aspects that I don't know what to say. This is also my weakest aspect.

3. Plans for 20xx

1. I think 20xx will be the harvest year for our xx, because the seeds of xx have been sown and watered. Of course there must be improvements because the company's policies are changing. I can't measure this year by the standards of XX. In order to make breakthroughs and innovations, the plan I have set for myself this year is to first improve the terminal, which is definitely the top priority. If you want to seek a breakthrough, you must start from the terminal. Because I think only the terminal can determine the development of business and customer service, and it is also the most basic work.

2. For the development of commercial companies, there should be more commercial units in 20xx to ensure commercial payment collection.

3. In the construction of the service center, the second service center must be re-selected and built seriously.

4. The staff of the service center learn and improve their own knowledge, so that the healing of the service center can be improved. Ensure the healthy development of word-of-mouth.

5. Promotional activities must continue, and higher requirements must be met to demonstrate one’s own value.

The above is my summary of the whole year. There are many details that I may not have written. But summing up means improvement, a new start and a new understanding of what you should do next. If you do not do well or are deficient, I hope the leader will give you severe criticism and encouragement. By the way, I wish Loctite’s employees a happy New Year and smooth work. Summary of the company's customer service work

The flying snowflakes bring the message of winter and bid farewell to the fulfilling and busy XX year. Time always flies so fast. In the blink of an eye, XX years passed away without any sound! Over the past year, I would like to thank all the leaders and colleagues of the company for their strong support and help, which has made the customer service work progress smoothly. A brief summary is as follows:

XX is a very unforgettable year for me. The content of the work has not changed much. The focus is still on communication with customers and collection of information, but the thinking of the work , methods, etc. were made some adjustments, I felt the pressure, and at the same time incorporated the joy of harvest.

Under the leadership of the department manager, all work gradually became formal and the planned maintenance tasks were successfully completed. As a customer service clerk, this year I focused on combining action with communication. After installation and repairs were completed, I followed up with phone calls, listened carefully to customer opinions and suggestions, and established electronic files for customers in a timely manner. The company unified them every month. The warm and inspirational text messages sent improved the company's service image and were well received by customers.

Although customer service work is relatively trivial, in the process, through extensive collection and study of other companies' service procedures, certain progress has been made in work organization and service standards. After strict review and control of three-guarantee accessories and effective monthly accounting, the total amount of three-guarantee accessories this year was controlled within 20,000 yuan, a decrease from last year; with everyone’s joint efforts, the total amount charged has increased, which is a perfect success Complete the economic indicators set at the beginning of the year.

In the process of communicating with customers, making cultural walls and effectively using network information platforms, I have developed my language communication skills and written expression skills. At the same time, I have fully realized my lack of knowledge. Continuous self-improvement is required. In terms of business capabilities, after more than two years of humbly studying, I have a full understanding of some products and accessories, but there are still many that are not very clear. In future work, I need to study hard and ask for advice humbly.

Although the work in XX is on the right track and has achieved certain results, there are still some shortcomings, mainly due to insufficient positive and optimistic attitude, insufficient learning and attentive service to customers, Compared with experienced colleagues, there is still a certain gap, and there is no substantial improvement in business capabilities. In future work, I will seriously sum up experience, overcome shortcomings, and strive to do a better job.

The years are settling, and in XX, I will devote myself to the new year's work with hard work and passion, surpassing everything I already have and striving for an improvement in knowledge, while also working hard to increase potential value and make greater progress.