5. Summary report of after-sales front desk work

# Report # Introduction By summarizing the report, we can know the achievements and mistakes of past work and their causes, learn lessons and guide future work, so as to make fewer mistakes and achieve greater achievements in the future. The following is an unfinished summary report of after-sales front desk work, welcome to read!

1. After-sales front desk work summary report

As we all know, at present, Kia 4S stores in Dongfeng Da Yue have mushroomed, and people's consumption concepts are becoming more and more rational and mature, and their requirements are getting higher and higher. Half a year has passed in an instant. In the past six months, we have seen the cruelty of the market economy. As Dongfeng Da Yue Kia Benxi Yuetai Automobile Sales & Service Co., Ltd. is also experiencing the severe test of the market, but under the pressure of my Kia department, with the joint efforts of the company's leaders and all employees, it is still well completed. First, Kia's after-sales operation.

In 20xx, our actual output value was 7266 1 1.86 yuan, of which 1.458 units were put into the factory. The loopholes in each link are managed to a certain extent, reducing all kinds of omissions in the big environment; Start to link satisfaction with individuals and improve the satisfaction awareness of all employees.

Second, the existing problems of 20xx and the work plan of 20xx

Summarizing the work in 20xx years, because the professional knowledge of receptionists and technicians is not professional and extensive, and the service details are lacking, when contacting with customers, sometimes they can't provide the services that every household needs, or even make customers feel trust. Therefore, we need to continue to strengthen the professional knowledge training for receptionist and machine maintenance personnel, improve their professional ability and strengthen their technical level. In the process of service, service personnel should put themselves in the customer's shoes, provide practical services for customers, and make constructive suggestions to customers, so that our services can make customers more satisfied.

In the past, we made mistakes in some avoidable work details because the standard procedures of the front desk and workshop were not in place and the staff were not very attentive to the work. Therefore, in 20xx, we need to strengthen managers and employees' sense of responsibility for their work, let employees know the current situation and future planning of the enterprise, understand the market and future trends, and make them realize that their stable work and income are directly linked to the enterprise, so as to make employees become passive and active. Judging from the current service industry, service is the most important thing for the company to develop steadily for a long time. The front desk reception is the external window of Kia's after-sales service. The receptionist's every move represents the image of Kia's after-sales department, so we must establish a good image for Kia's after-sales department and even the enterprise, and get recognition from customers, so that our enterprise can continue to grow and develop.

From the marketing strategy, KIA's after-sales department has some shortcomings in maintaining loyal customers in 20xx, and there is a certain loss in the case of increasing customers. Therefore, in 20xx, we must cultivate and maintain a group of long-term and stable old customers, who will cooperate with us to develop new loyal customers. We will give these customers real care from our daily work. Of course, care is based on mutual benefit. Only in this way can we get through the ups and downs of the market and let these customers follow us all the time and really care about them.

Rationalize the price. The price level is also one of the important factors that affect customers' entering the factory. To provide customers with better and better service and reasonable price, always make a reasonable maintenance plan from the customer's point of view, save money for customers and then exceed their expectations.

In the current market environment, every enterprise is in a state of meager profit or loss, which requires every manager and employee of our enterprise to cut costs and save every penny for the enterprise. As KIA's after-sales service, we should save on hospitality and daily necessities.

Strengthen 5S management, insist on regular maintenance of mechanical equipment, find damaged equipment that can't work normally in time and carry out maintenance, so as to improve the overall operation efficiency of the workshop and reduce costs.

Facing Dongfeng Da Yue Kia's unannounced visit to our company, we should strive to build a united, harmonious and cohesive team. When things happen, everyone must think in one place and work hard in one place. Let's find a way together and take measures to solve the problem and tide over the difficulties.

2. After-sales front desk work summary report

In 20xx, with the strong support of the company's leaders and the unity and cooperation of all departments, and with the hard work of the employees, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time and provided thoughtful services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and all the goals and plans formulated at the beginning of the year were successfully completed. The following is the completion and analysis of important tasks: 1. Daily reception work.

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the owner missed the project complaint handling work.

Before 20xx, X, X, X, X, * * issued 86 contact sheets for the maintenance of missing items, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Three, the basement flooding accident treatment work

20xx x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x * * * * * * * * Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Fourth, the survey of opinions on domestic service.

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

By the end of 20xx x x, our department has visited 38 households and issued 38 opinions on property services through household surveys of owners of residential quarters. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Five, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Six, to assist government departments to complete the work

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park. Handled the certificate of social household registration change for the owner of 10.

VII. Training and learning

Under the personal on-site guidance of Manager X of the property management company, our department has conducted systematic training and learning from the establishment of the most basic image 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.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

3. After-sales front desk work summary report

The busy 20xx year is coming to an end. Looking back on the work of the customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results. First, improve the service quality and standardize the front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in X, mainly focusing on the front desk service standards, terminology of front desk service standards, etiquette, manners, etiquette of seeing off guests, etiquette of answering phones, manners and behaviors, and terminology of front desk handling business. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time toll collector. The building management only charges on Saturdays and Sundays, which leads the building management to put inspection in the first place and charges in the second place. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well. Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly training our employees to improve our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, Manager X specializes in professional training for employees in various departments, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", xx PropertyNo. is at your service. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

4. After-sales front desk work summary report

In retrospect, as the receptionist of the company, with the care and guidance of the leaders of various departments and the support and help of my colleagues, I successfully completed my job and the tasks assigned by the leaders. I have improved in all aspects, but there are still some shortcomings. I need to continue to study and accumulate work experience in the future, and make up for my shortcomings through my own efforts. Now I will summarize my work as follows: 1. Daily reception at the front desk.

1, guest reception, polite introduction in time after asking for identity, call the relevant departments as soon as possible after properly receiving the guests who have not made an appointment in advance, and the reception is smiling, patient and meticulous, and warm.

2. Be responsible for answering and transferring the telephone at the front desk, carefully answer every call, be familiar with the extension numbers of various departments, carefully record and convey important matters to relevant personnel, so as not to miss or delay.

3. Be able to update the company's address book in time to facilitate the work communication between various departments of the company.

4, the front desk hygiene work, the front desk is the starting point to show the company's image and service, to create a good front desk environment, not only pay attention to their own image, but also maintain good environmental hygiene, so that visitors have a pleasing feeling.

Two. Administrative and other temporary work

1, learned the company's rules and regulations. Proficient in the efficacy of various products of the company, laying the foundation for telephone promotion.

2. Assist the administration to call and urge people who join Maca associations and societies to submit materials, and make an electronic list after collecting materials.

3. Sign for the express mail, hand it over in time, and properly keep the items that are not at the front desk.

4. Conduct telephone promotion and report the list of interested or intended customers to the sales department every week. By the end of February, there were 10 interested customers.

In this month's work experience at the front desk, although all the work has been done seriously, sometimes there are shortcomings, lack of care, and sometimes lack of ability to solve problems. In 20xx, I will constantly improve my image, make a good work plan for the new year, and improve my work quality, efficiency and sense of responsibility. The new plan is as follows:

(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes.

Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills. Clever question and answer guests. Strive to satisfy every customer.

(2) Strengthen the study of etiquette knowledge.

For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc.

(3) Strengthen communication with all departments of the company.

Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. On the other hand, I can briefly answer customers' questions within my power, and at the same time I can seize the appropriate opportunity to promote the company.

I hope that in the new year, through my own 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 better work in the future. At the same time, do a good job in logistics services, so that leaders and colleagues can avoid worries.

Finally, I would like to thank the leader for offering me this job and giving me the opportunity to improve and make progress together. Thank you for your warm help and careful care of my work during these X months. Although I still have many shortcomings in experience and ability, I believe that diligence can make up for it. As long as we have more understanding and communication with each other and make unremitting efforts, I believe that the tomorrow of xx will be better!

5. After-sales front desk work summary report

The coming 20xx year is a full, busy and happy year. At the end of the year and the beginning of the year, review the past and look forward to the future! In the past month of 65438+ 10, under the guidance of the company, with the care and help of department leaders, and with the friendly cooperation of colleagues, we have made great progress in our work and study. First, improve the service quality and standardize the front desk service.

The front desk is the starting point to show the company's image and service. For customers, the front desk is the first step for them to contact our company, and it is also the first impression of the company, which is very important. So the front desk represents the image of the company to a certain extent. At the same time, the company's service to customers begins with welcoming guests at the front desk, and a good start is half the battle. Recognizing its importance, we must do our work well.

Strive to improve the quality of service. Answer every call carefully, answer questions carefully and make records, and dispatch, transmit and report according to the department or person in charge involved in the information. When customers visit, we will always pay attention to maintaining a good service attitude and warm reception. Cleverly answer the questions raised by customers in the right environment. Smiling, patient and meticulous, warm tips. In our spare time, we will strengthen the study of telephone skills and service etiquette. Constantly recharge yourself to adapt to the rapid development of the company.

According to the records and statistics, I have filled in the base price of steel and aluminum for more than x times since 20xx, received visiting guests for more than x times, ordered drinking water for more than x times, made employee attendance sheets for more than x times, transferred telephone calls for more than x times, updated address book for more than x times, sent and received express mail for more than x times, counted purchasing inventory for more than x times, sent and received faxes for more than x times, printed documents for more than x times, cleaned up for more than x times, transferred telephone calls for more than x times on weekends, and registered fingerprints for more than x times.

Second, do a good job in warehouse management, inventory the warehouse on time, and classify the items.

Strictly follow the company system, so that every entry and exit is registered. Check the integrity of the goods in time and report the lost or damaged goods to the relevant departments in time for purchase or maintenance. According to statistics, since 20xx 10, 65438, * * has handled the warehousing of various items of various departments for more than two times, and the warehousing items are all equipped with corresponding outbound records.

Third, we should focus on the overall situation, regardless of personal gains and losses.

No matter whether it is working time or vacation time, the company has temporary task assignment, and we all obey the arrangement and actively cooperate without looking for any reason to shirk it.

As a member of Huatian, we will dedicate our strength to serve the company. Usually actively participate in the activities organized by the company, strengthen the feelings between colleagues and communication between departments. And learn more about the company's basic situation and business content. In order to work better in the future, we will continue to lay the foundation.

Although the work at the front desk is sometimes trivial, everything should be done seriously. So we will do everything with our heart. Thanks to the guidance of department leaders and the opportunity given to us by the company. Through this nearly three months of work, I also clearly see that I still have many shortcomings. In the days to come, we will strengthen our study and strive to do our work better!

Four. Work plan for the coming year

20xx years have passed, and the future will be long. No one can predict how the next 20xx year will develop. I always feel that all I have to do is work hard and persist. It seems easy to say a word, but it is quite difficult to do it. I will learn the advantages of others, sum up my own shortcomings, learn the advantages of others and express them in my own way. This is my point of view as a person. In the future, I will learn the advantages of others. A friend once said to me, "Constant efforts and persistence are a real wait, and the arrival may be an opportunity of your own." Yes! I believe this sentence, waiting, waiting is behind the need for continuous efforts, always believe that as long as you work hard, you don't have to preach it yourself, naturally someone will say it and naturally someone will recognize it.

The work plan for next year is as follows:

1, strengthen one's own work, further improve one's working ability through skill learning.

2, establish the concept of lifelong learning, strengthen their own cultural quality learning, and constantly improve their own quality.

3. Be proactive at work, unite with colleagues, and do a good job in the front line in combination with different working environments and personal temperament, so as to make all kinds of interpersonal relationships more harmonious.

4, in the engineering work, try to be familiar with learning engineering characteristics, construction skills, methods, etc. , improve their professional level and contribute to the engineering work next year.

There is still a long way to go in Xiu Yuan, and I will go up and down. In the coming year, I will strengthen my sense of independent management, be brave in pioneering and innovating, strengthen the study of theory and design, and constantly improve my professional and technical level. I will also encounter many difficulties. I believe that under the care and training of leaders, with the help of colleagues and through my own efforts, I will constantly improve my work skills and personal cultural quality and make due contributions to enterprise construction.