Self-inspection report on customer service work of the company

# Report # Introduction A self-inspection report is a comprehensive and systematic summary of a period of study, work or completion, which can give us guidance in the next stage of study and work life. The following is the company's customer service work self-inspection report, welcome to read!

1. Company's self-inspection report on customer service.

Unconsciously, the busy year has passed again. Looking back on this year's work, I deeply feel the enthusiasm for the vigorous development of Yingu enterprises and the spirit of struggle of Yingu entrepreneurs. As an employee of Yingu Meiquan, I am proud of being a Yingu person, and I am willing to grow and progress with the company. I. Personal Sales Overview and Experience

I am an ordinary employee of Yingu Meiquan Sales Department. When I first came here, I was not very proficient in real estate and unfamiliar with the new environment and new things. The whole person is also very stiff. But with the help of company leaders and enthusiastic colleagues, I quickly learned about the company's corporate atmosphere and the knowledge and information about the real estate market related to the project. I also deeply feel the heavy responsibility of my body and shoulders. As the "image ambassador" and window of an enterprise, his words and deeds also represent the image of an enterprise. Therefore, we should improve our own quality and set high standards for ourselves. On the basis of high standards, strengthen professional knowledge and skills. In addition, we should have a broad understanding of the whole real estate market and stand at the forefront of the market. After this period of training, I have tried my best to become a qualified salesperson and do my job well.

Facing the ups and downs of the real estate market, under the guidance of the company's management, Yingu Meiquan opened the first phase in _ _ this year, and sold 90% in seven days, becoming the second place in the city's commercial housing sales in _ _ _, which became a story for a while. Of course, this is inseparable from the active work and cooperation of each of our colleagues. Individuals finally got a good result of the contract amount 18277202 yuan, and all the money was paid back. After this period of tempering, I not only gained a lot of professional knowledge, but more importantly, the spiritual outlook of Yingu people moved me all the time and improved me in all aspects.

From the opening date of the second phase of the company to the end of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ It can be proved that under the unfavorable market conditions, buyers with certain economic basic conditions still recognize our products, and at the same time, they have attracted the attention of their peers, received many sales from the same industry and planned market adjustment.

Second, personal sales.

Job responsibilities are the job requirements of employees, and also the standard to measure the quality of employees' work. Since I have been engaged in sales, I have been taking my job responsibilities as the standard of action, starting from bit by bit in my work, and demanding my behavior in strict accordance with the terms of my duties. So far, in the sales work, I can start with the product knowledge, carefully analyze the market information while understanding the real estate knowledge, and make a suitable marketing plan for myself, so as to improve myself. In short, this year's practice made me realize that as a salesperson, sales skills and performance are very important, which is the standard to test the success or failure of a salesperson. This year, affected by the global financial crisis, the real estate industry as a whole is not good, and it lacks adaptability to the rapidly changing market, resulting in poor customer control and poor performance in the second phase. Sales is a long-term and step-by-step work, and there is no perfect product. Familiarity with product knowledge is the premise of good sales, and service enthusiasm is also very important for sales staff, so sales staff should correct their working attitude, so as to communicate with customers and make them satisfied with your sales plan.

Three. Work plan for 20 _ _ _

Summing up my work in the past year, I still have many problems and shortcomings in my work. I need to learn working methods and skills from other salesmen and peers to learn from each other's strengths. _ _ _ _ I intend to summarize and improve my work gains and losses last year, and try to focus on the following two aspects:

(1) According to the sales situation and market changes in 2008-_ _ _, my plan will focus more on: enriching and strengthening my real estate sales skills, perfecting and consolidating my theoretical knowledge through constant training with colleagues and negotiation with customers or similar sales practices, constantly improving my comprehensive quality and better fulfilling the company's sales tasks.

(2) In order to ensure the completion of the sales tasks set for yourself in the new year, we should actively collect market information and collect records in time. Not only that, you should keep abreast of the current news and the dynamics of the whole market. Read more books when appropriate, not only to increase knowledge, but also to increase the content of negotiations with customers, without making the negotiations single, and strive to rise to a higher level than in _ _ _ _.

Four, some opinions on sales management

(1) in _ _ _ _ _ _, I hope the company can provide perfect sales props (model rooms) for salesmen as soon as possible, so as to cooperate with salesmen to better complete sales performance, facilitate customers to clinch a deal and promote sales.

(2) Due to the shrinking market, fierce competition among peers and falling prices, the leaders of _ _ _ should carefully investigate and synthesize the market situation and the information feedback of the sales staff to work out the three-phase price that conforms to the market situation and stimulate the sales staff to be more enthusiastic about sales.

The _ _ _ _ year in Silver Valley was a meaningful, valuable and rewarding year for me. I believe that with the efforts of every employee, Bank of China Valley Meiquan will have new breakthroughs and new atmosphere in the new year, and can achieve good results in the increasingly fierce market competition.

2. The company customer service work self-inspection report

Although I haven't worked in _ _ _ _ _ for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with work content that I never dreamed of before. All this is a challenge, a promotion and a growth for myself. Looking back on the work in August, I am mainly responsible for two aspects: one is the update of website content, and the other is customer service. Because I didn't finish these two contents well, I'm not very satisfied with my performance. Here is a detailed explanation of the completion of this work:

First, the network work content

1. Update _ _ _ _ website _ _ _ campus news, including campus news, information and information about studying abroad, so that people who browse our website can see the charm of our students, master our daily news, and learn English exams and relevant knowledge about studying abroad.

2. Publish articles on the blog channel of _ _ _ _ website to promote _ _ _ _ English.

3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.

4. Check the relevant information of _ _ _ _ _ _ _ _ English School, which is located in _ _ _ _ _ _ _

5. Advertise in training stations, classified advertisements, foreign language training and study abroad training, study abroad forums and Shenyang local forums, Baidu Post Bar and other places.

6. Write an article about high school construction for English public welfare activities.

7. Write the related content of IELTS score guarantee plan, _ _ new column of English website.

Second, the customer service consulting situation

Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether the customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.

The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well.

After this month, I am not very satisfied with the completion of customer service work, mainly because of the following problems:

1, the number of consultations itself has decreased compared with last month.

The number of people who come to consult has decreased.

3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.

In view of the above problems, I plan to make improvements in several aspects in my work next month:

1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.

2. Strengthen the publicity of _ _ _ _ English on the website, and increase 53 customer service links as much as possible on the page where articles are published to improve the click-through rate.

3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.

September is coming. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.

3. The company customer service work self-inspection report

Familiar with the product, understand the product-related information. For customer service, it is the most basic job to be familiar with the products of your store. In the past, the company had to carry out relevant product training before launching a new product. Customer service is a bridge between stores and customers. Once the bridge is not built, you may lose this customer forever. Know the characteristics, functions and precautions of the product like the palm of your hand, so as to answer all kinds of information about the product put forward by customers fluently. Receive customers. As mentioned above, how to recruit online shop customer service has already been mentioned. As a customer service guide, we should be enthusiastic and flexible. An excellent customer service knows how to receive customers well, and at the same time can guide consumers to make incidental consumption. For those customers who bargain, first of all, we need to make a clear shop position: Dongdong's price is very low, and it is not good to bargain again.

If the customer is obsessed with the price factor, it depends on the situation to decide whether to take this business. Even if the discount is finally given to the customer, let the customer see that this discount is hard-won, and it is a special discount of the store. There are two main ways to realize customer reception. One is to communicate with customers by using instant messaging tools such as Ali Want Want and QQ. The other is to answer customers' calls. For telephone communication, customers are required to be more flexible. After all, you can't have enough time to think like Wangwang.

Check the number of babies. There is a discrepancy between the inventory on the store page and the actual inventory, so the customer service needs to check the actual inventory of the baby in the online store, so that there will be no shortage of orders. Now, it is very convenient to synchronize the inventory data on the page by using the special browser for Taobao sellers: Indiana Jones, an online shop.

The customer issues a payment order and checks the receipt information with the customer. Many sellers and friends often ignore this. Although most customers have the correct address at the time of purchase, some customers will forget to modify their receiving information because of changes. As a buyer, I often help my friends to buy things, and sometimes I forget to change them into friends' receiving information, so remember to check the receiving information with your customers after payment, which will not only reduce your losses, but also make your customers feel that you are working hard. While checking the customer information, we should also provide the courier company that the store can send and ask the customer what kind of courier they like to send. After all, the service level of each courier company in each city and region is different. According to the needs of customers, everything is customer-centric. If the customer doesn't make it clear, we will send the express by default.

4. The company customer service work self-inspection report

Time flies, and unconsciously ushered in a new year. In the coming _ _ _ _ years, with the care and help of company leaders and colleagues, I have successfully completed the corresponding work. Now I will make a summary of the work of _ _ _ _. First of all, reception at the front desk.

From _ _ _ _ _ _ to _ _ _ _ _ _, I worked as the front desk, and the front desk was the first person to show the company's image. At work, I work in strict accordance with the requirements of the company, take the tooling to work, treat every visiting customer warmly, and point it to the relevant office, which provides convenience for leaders and customers. In the past year, * * * has gained about 1000 users.

Second, the reception of the meeting

1, external conference reception

Attend the reception of Shandong Unicom's financial meeting, the work meeting of the operation and maintenance department, the training meeting of human resources monitoring, the operation meeting of the provincial G network, and the business analysis meeting of Linyi Branch and Heze Branch. In this kind of foreign conference, I arrange the venue in strict accordance with the high standards required by the conference, actively coordinate hotel-related matters, and provide good service during the conference. In this process, I learned more about treating people, serving food and giving gifts, and accumulated a lot.

2. Internal meeting management

Arrange meeting rooms reasonably according to the needs of various departments, avoid meeting conflicts, and pay attention to relevant registration, sanitary maintenance of meeting rooms, and after-care inspection of public goods. To provide better service to our staff. In the past year, * * * arranged more than 500 internal meetings.

3. Video conference management

When holding a headquarters or provincial video conference, according to the notification requirements, turn on the video system on time half an hour in advance to ensure that the conference is connected on time, and there is no meeting delay this year; When meeting with counties and districts, make an appointment in advance and call all terminals to ensure that all counties and districts can attend the meeting normally.

Three. Expense reimbursement and contract entry

In this regard, in strict accordance with the company's requirements, the reimbursement form was received on Monday, and the leader signed it into the erp system on Tuesday, and the registration work was well done. In the past year, more than 65,438+0,000 reimbursement documents were entered. More than 20 contracts were signed.

Fourth, comprehensive affairs work.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Later, he took over the work of information editing, meeting minutes, China Unicom window, and administrative library management.

By the end of _ _ _ _, * * had received about 300 public security inquiries, and handled them in strict accordance with the company's regulations. Send and receive about 90 foreign documents, so as to upload and distribute them in time without delay. 20 pieces of materials were submitted, and 2 issues were compiled.

Do a good job in the registration and storage of small fixed assets such as notebooks and desktops, contact maintenance outlets in time to maintain computers, strengthen communication with them, and ask for spare machines for us to avoid delaying normal work.

Verb (short for verb) Other jobs

While completing my job, I will conscientiously complete the random work assigned by the leaders, actively participate in various activities organized by the company, and assist leading colleagues in preparing for the first staff sports meeting; Won the first place in Linyi Unicom's honest speech; Shandong Unicom won the third prize in the integrity speech contest, and is currently actively preparing for the program summary, selection and performance of the _ _ _ _ _ art performance.

Sixth, shortcomings in the work.

Lack of initiative in work, less communication with leaders, insufficient consideration and meticulous consideration. Lack of writing skills, failure to grasp the highlights of the company's information in time in the information submission link, resulting in low quantity and quality of information, affecting the company's information ranking in the province.

Seven, _ _ _ year work plan

1, strengthen self-study, combine with the reality of the General Department, consider details, closely follow the leaders' intentions, coordinate internal and external relations, and solve problems for the leaders.

2, actively learn from other units, hotels and other conference reception experience, improve the reception level, enhance the company image.

3. Do a good job in trade union work, carry out meaningful activities, strengthen communication, and continue to carry out "Trade Union send warm" activities.

4. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-cost dining environment.

_ _ _ year is coming, and _ _ year full of challenges and opportunities is coming. In the new year, I will sum up my experience, overcome my shortcomings, strengthen my study and do my bit for the company's development and growth.

5. The company customer service work self-inspection report

For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions. Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.

In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulties. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.

Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2.

Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.

Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, leave the provincial bureau in terms of service quality and service awareness. There is still a big gap from the requirements. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.

Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.

My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.