Summary of the work of the customer service manager during the probation period and becoming a regular employee

2020 Customer Service Manager Probation Period Work Summary (5 general articles)

The hard work has come to an end. Looking back on the work during this period, I believe you have a lot of feelings. Develop a work summary. So is it really difficult to write a work summary? The following is a summary of the customer service manager's probation period and regularization work in 2020 that I collected for you (5 general articles). You are welcome to read it. I hope you will like it.

Summary of the work of the customer service manager during the probationary period to full-time employment 1

I came to the job for three months after the interview. During the three-month trial period, my job was to manage all employees of the customer service department as the supervisor of the customer service department, handle the daily affairs of the customer service department, and assist the floor supervisors and duty managers in maintaining normal operations of the mall. After three months of work and observation, I have a certain understanding of the daily work of the customer service department, and learned a lot of practical experience that I had never been exposed to before. Combining my study and work experience, I now summarize the actual operation of my work as follows:

1. The current main work of the customer service department

1. Application and registration of VIP membership cards , issuance, and entry into the system for archiving.

2. Receive customer complaints (front desk complaints and telephone complaints).

3. Input and playback of information on the shopping mall door display.

4. Send and receive emails every day.

5. Handling other internal affairs of the mall.

6. Daily work in the studio.

2. The current working status of the customer service department

After the preliminary recruitment work, the customer service department I took over has normal staffing, with x people in the front desk service department, x people in the broadcast room, * ** people are all subject to the normal morning and evening shift system of the mall. The current advantages and characteristics of the operation of the customer service department are as follows:

1. The handover between new and old employees is normal, there is no situation where employees who are not familiar with the business work independently, and they are proficient in the business.

2. Customer service department employees have smooth connection with each floor and department, and their work cooperation is tacit.

3. The floor management is in place and effectively assists in managing the front desk of the customer service department.

4. The front desk of the customer service department works meticulously and accurately, such as sending and receiving emails every day, ordering meals for employees, and handling shopping mall fault repairs, etc.

5. The studio work is progressing smoothly.

3. Problems and shortcomings discovered in the current main work of the customer service department

1. The front desk simplifies the process of receiving customer complaints

Existing complaint process: Front desk complaint →Call the floor supervisor to whom the complaint belongs → Directly transfer the complaint to the floor supervisor and each counter for handling. Such a handling method can easily cause the floor supervisor to have an overloaded workload, leading to management confusion. On the one hand, the customer service supervisor has nothing to do, and on the other hand, the floor supervisor is overwhelmed. Judging from the current passenger flow in shopping malls, this method of handling can indeed save a lot of manpower and material resources, and can also improve the complaint processing time. However, as the sales performance of the mall increases and the passenger flow increases, it will inevitably cause management chaos and then This leads to conflicts in the unclear division of powers and responsibilities between various departments. Especially since my mall is about to be newly renovated and opened, situations like the above are likely to occur.

2. Missing work records

There are no work records at the front desk, and there is no evidence of the work performed by the front desk staff. The entire front desk only has a handwritten VIP customer registration book to enter member information into There is a mail collection registration book in the computer system. There is no customer complaint record, telephone reception record, lost property, missing person and other work records. The broadcast studio only has one daily broadcast record and daily temporary broadcast (advertising, promotional information, Missing persons, moving vehicles, lost property, etc.) are not recorded. This way of working results in low motivation among employees, who are often passive and slow in doing the work they should do. If work mistakes are undocumented, employees will shirk each other and cannot be held accountable. In addition, the lack of work records prevents customer service supervisors from properly managing employees' work responsibilities and making it difficult to improve the quality of management work. This is also one of the reasons why the customer service department supervisors in our mall have suffered a serious loss and cannot carry out their work for a long time.

3. Employees in the customer service department have poor attendance and discipline.

Employees in the customer service department have poor attendance. Two people left their jobs without authorization three times in two days for more than half an hour. They all used physical discomfort as an excuse, but they did not When asking for sick leave, if it is not checked by the supervisor, it will not be reported truthfully. The entire department does not have a schedule, and employees can shift work at will without reporting to the supervisor for approval, and they cover each other.

4. Office costs are too high, and the consumption of office supplies exceeds the department’s pre-loss amount. For example, the broadcast studio has to apply for pens and paper multiple times, and the front desk consumes a lot of tape.

5. Transfer of relevant functions of the customer service department

The customer service department’s customer complaint handling authority, product returns and exchanges, invoice issuance, group purchasing and other functions are decentralized and managed by other departments, resulting in the workload of the customer service department employees Idleness, having nothing to do, thinking lazily.

6. No subsequent customer loyalty training

The customer service department has no follow-up service for VIP members. The front desk staff is not clear about members’ rights and does not follow up after simply establishing customer files. services, customer maintenance, return visits, etc.

4. Put forward some suggestions in response to the problems discovered

1. Require the head of the customer service department to strengthen attendance management, ensure employee attendance, strictly manage employees during work, strictly check employee on-the-job discipline, and conduct weekly Develop standardized shift registration forms and rectify departmental work disciplines.

2. Provide employees with independent business training in small departments, such as the complaint reception process, return and exchange process, change the original simple process, and standardize the work process. The purpose is to avoid confusion and unclear rights and responsibilities in order to increase passenger flow in the future.

3. Develop work records, complaint records, telephone complaint records, email sending and receiving records, temporary broadcast manuscript records, other front desk service records, etc., to facilitate leadership inspection work and supervisory management of employees.

4. Establish a customer follow-up service system to cultivate and maintain the mall's fixed consumer group and build customer loyalty to the mall, especially for VIP member customers, such as regular customer phone calls. , notifications of large-scale promotional activities, warm reminders for points redemption, etc., to cooperate with the work of the marketing department and planning department.

5. Strictly control office costs. For example, you can use the trade-in method for office supplies that are consumed in large quantities. After filling in the item application, use the used office supplies to exchange for new ones. Another example is to make outbound calls. Registration etc.

6. The related business of the customer service department can be moderately shared, such as invoicing, returns and exchanges, etc. The premise is to ensure that the head of the customer service department has good execution ability, otherwise it is easy to cause chaos due to poor management.

Due to the limited time for my trial job, I am not very familiar with the operation of the entire shopping mall. My observations are not in-depth and detailed enough. The problems I see are superficial and rough. I have not fully considered some measures and are not fully aware of them. It must be able to truly reflect the overall picture of the entire customer service department. I hope that the leaders can criticize and correct and give guidance. In addition, based on the current passenger flow and management system of the mall, the areas that need improvement are not very prominent. Considering that the reopening of our mall will expand operations, the existing management strength will not be able to cope with the future scale of the mall. Taking this opportunity to renovate It is imperative to strengthen international management.

I don’t know if I can continue to stay here as the head of the customer service department after the probation period. However, I performed well during the three-month trial period. Although I didn't know much about the situation in the customer service department, I still knew the general situation. I hope the company can see my potential and allow me to continue working in my current job. I believe I have the ability to be a good customer service manager. I will try my best to work and make my greatest contribution to the development of the company! Summary of the work of the customer service manager during the probationary period 2

In the blink of an eye, the two-month probationary period is about to end. During this period, with the care and help of the company leaders, department leaders and colleagues, I have since From the initial rush, I have gradually adapted to the surrounding living and working environment, and have gradually entered the state of sales support work. From my own perspective, I have also made further progress. I will now summarize the work of the past two months as follows:

1. Human management:

1. Through phone calls and participation Search for sales personnel in the form of a job fair and arrange interviews for qualified candidates.

2. For new employees who pass the interview, prepare relevant company entry materials according to the requirements of HR, and assign work numbers to the new employees in the system.

3. Do a good job in checking the attendance of sales staff and calculating their commissions and salaries.

2. Business management:

1. During the process of signing the agreement between CITIC and Bank of Communications, keep in touch with the branch and follow up on the agreement. Counter-signing process, and after the agreement is signed, relevant outlet information is set in the system to ensure the entry of policies and the normal issuance of orders.

2. Responsible for daily receipt, review and delivery of orders, and make daily business records and business reports. If there are problem orders such as notes, follow up and handle them in a timely manner.

3. According to the requirements of the director, formulate a channel business plan and conduct budget management of expenses.

4. Responsible for formulating incentive plans for bank and BRC personnel, implementing and tracking them, and reimbursing expenses at the end of the month.

5. Communicate well with finance and banks, check the order status at the beginning of each month, calculate and pay bank fees in a timely manner.

6. Develop business-related training plans and reimburse expenses incurred during the training process.

7. Handle emails sent by the branch and complete the tasks assigned by it.

8. Carry out subscriptions for bank insurance certificates, and timely count and organize inventory data.

9. Do a good job in all the tasks arranged by Mr. Shi, and provide good logistical support and service for our sales team.

As a newcomer, I always lacked planning in doing things at the beginning, and could not distinguish the priorities of work well. Due to my carelessness, I also made several mistakes. But after these two months of training, I recognized my own problems and insisted on making a personal work plan before starting work, clarifying the order of work, completing each item in a timely manner, achieving the expected results, and ensuring Complete the work with quality and quantity, improve work efficiency, and at the same time learn a lot at work and exercise myself. Through unremitting efforts, the work level has made great progress compared with when I first took over, and created a new situation in the work. In the days to come, I will maintain a good working attitude, intensify my study, and better enrich myself so that I can be better qualified for this job.

Of course, there are some shortcomings in work. For example, when dealing with problems, you need to use your brain more and look at the problem comprehensively. There are also some deficiencies in work familiarity, but I believe Through future work, I will gradually become familiar with, understand and master the sales support work. In the future work process, I will continue to work hard, continue to improve, and achieve perfection, in order to do my part for the development of the company. Customer Service Manager Probation Period Work Summary 3

In the blink of an eye, my probation period has ended. Next, I will be a formal employee of the company, and I will do better in the future work. , so I decided to make the following summary of the work during the probation period.

As a customer service supervisor, in addition to arranging other customer service tasks, I also need to manage customers well, and I also need to regularly assess the work of employees. Of course, if you become a regular employee in the future, your work will be increased, and the quality of your work must be improved through hard work.

Looking back on the past, I summarized the work aspect. For work, we must not only have a dedicated and serious attitude, but our colleagues must also have a responsible attitude. When treating customers, we must also treat customers with Treat each other with sincerity and pay attention to details. We rely on customers to survive, so our minimum requirement is to satisfy customers, but at the same time, it is not only satisfied, but also very satisfied.

Although there are very few customers that we can meet in real terms, and more customer communication is through phone calls, this is actually very training, and it can well train our speaking skills and Language skills. Think about it, if we can persuade customers on the phone, then you can imagine how good our language skills must be. At the same time, this also exercises our emotional intelligence and improves our ability to get along with others.

In addition to the improvements I mentioned above, there are actually many aspects that will be improved, including the level of attentiveness. Because you have been dealing with customers for a long time and you have to satisfy them, you must You will start to pay attention to some details of your customers. Over time, you will develop a habit of careful observation, which is actually good. It will even temper your temper, so that you can treat things calmly and not be impulsive in the future.

During the probation period of the company, I not only learned a lot, but also accumulated a lot of work experience, and all of this is due to the cultivation and guidance of the company’s leaders, which made me what I am today. Such achievements also enabled me to become a full-time employee so smoothly. So I am really grateful to the company and the guidance of my seniors. When I first came here, I still didn’t understand a lot of things, and my experience was not that sufficient, so I was still very nervous. But fortunately, the seniors are very good and willing to teach me. So now I can successfully become a full-time employee thanks to the help of many people.

In short, I will work harder in the next work, and I will also work hard to improve my working ability and create greater benefits for the company. Also, I am very happy to successfully become Regular employees of the company. Summary of the work of the customer service manager during the probationary period 4

The rich and busy 20xx year has passed, and a new year is coming one after another. In the past year, our customer service department, under the care and correct leadership of leaders at all levels, with the active cooperation of all departments, and with the joint efforts of all employees of the customer service department, the customer service department has successfully completed a The various work tasks for the year are summarized as follows:

1. At the beginning of 20xx, the certificate application materials of the 59 owners of Building 2, Community No. 5, Kangkian East Road were collected and filled in, and entered online. We processed the real estate certificates and other certificates for 59 households in the shortest time, and handed over the other certificates to banks and provident funds. At the same time, we returned the housing provident fund deposit of 170,700 yuan, and at the same time prepared the real estate certificates and land certificate materials for 18 households to be demolished, and Assisted the demolished households to apply for real estate certificates, collected and filled in 231 land certificate information for Building 2, Community No. 5, Kangkang East Road, 77 households, and applied for land certificates for 59 households.

2. In order to standardize the sales files, the sales files from 20xx to 20xx were sorted out, and the sales files of Yaxin Garden, No. 5 Community, and No. 7 Community were classified into volumes. The files were coded, bound, boxed, and labeled, totaling 27 volumes. We also made an electronic version of the catalog for reference, organized the company personnel's certificates and borrowing work, and also made an electronic version of the summary.

3. During the early subscription period, review the daily signed subscription orders according to the company's sales system, register the ledger, and control the sales of houses.

4. For better work in the later period, according to the requirements of the Housing Authority, a total of 200 sets of 1,800 copies of the "Commercial Housing Sales Contract" were produced in advance, and the public part was stamped and pasted.

5. For the publicity work of Community No. 30, and for the housing fair on x, month, x, 20xx, we prepared the materials and preliminary work for the housing fair, so that the housing fair on May x will be carried out successfully and smoothly, and we will also be responsible for Manage statistics and issue gifts, and bind the housing fair information into a book for reference. Through telephone surveys, we conducted a telephone survey on the information of other real estate companies in 20xx, and conducted a survey and summary of the prices of many real estate companies. Through this housing fair, we conducted a survey on Community No. 30 The opening laid the foundation.

6. In order to enable the company to pre-sell as soon as possible, we are preparing to collect the pre-sale certificate information for the No. 30 community and apply online. With the active cooperation of Manager Yao of the pre-production department, the pre-sale certificate will be issued in the shortest possible time. The sale of licenses gave the work in the second half of the year a good start.

7. Because the work of the customer service department is relatively cumbersome, it is easy to repeat the work if you are not careful.

Therefore, everyone is required to be careful and meticulous, and do everything meticulously at all times and everywhere. In order to ensure the progress and quality of work, the word "strict" must be highlighted in the quality and requirements of work, and we must improve To improve the quality of work, we must have strict requirements and strict control at work, overcome the idea of ??"getting by", make careful arrangements, and strive to improve the quality and efficiency of work. To achieve the expected results, the key depends on an excellent work style. Everyone must be serious , completing every little thing and every specific work in a rigorous and standardized manner, our department successfully reported and approved the loan information of 30 households on July x, the end of the first month of the pre-sale period, so that 30 customers received loans. All were credited to the company's account in the shortest possible time, which brought benefits to the company.

8. As of x month x, 20xx, 124 commercial housing sales contracts have been reviewed, and the houses have been correctly registered, and the ledger has been kept so that there is no difference between the sales amount and the financial amount. Collect, fill in, and report loan customer information, including online entry, scanning and uploading loan customer information, correctly filling in provident fund and bank loan contracts, processing advance notices, and prepayment certificates. The total loan amount is more than 17 million yuan, and lending The rate reaches 100%.

Looking back on the work of the past year, the reason why our department has been able to complete the work tasks more satisfactorily is mainly due to the following aspects: First, the attention and support of the company leaders, and second, the cooperation and cooperation of other departments of the company , The third is the unity and cooperation of the employees of this department and their joint efforts. While summarizing the achievements, there are still many shortcomings that require improvement and efforts.

In the new year, our department must actively adapt to the requirements of the company's development. As the company continues to expand, standardize, and improve, it can be expected that our work will be more arduous and demanding, and we need to The knowledge they master is wider. To this end, all employees of the customer service department will study more diligently, improve their own quality and skills, adapt to the company's development requirements, make a good work plan for 20xx, and focus on the business work of the customer service department to innovate. Complete all tasks with the spirit of improvement, improve work efficiency, enhance work initiative, enthusiasm and creativity, and work hard for our company to reach a higher level. Summary of the work of the customer service manager during the probationary period 5

Time flies, and the work of 20xx is coming to an end in the blink of an eye. Under the guidance of the leadership and the support and cooperation of various departments, the expected work goals at the beginning of the year and various tasks have been basically completed. work plan. Over the past year, the Customer Service Department has strengthened internal management of the department, strengthened property service levels, enhanced communication with owners, and properly handled disputes with owners, focusing on preliminary property management, building repossession, maintenance of legacy projects, and property charges. Various tasks of the department have been improved, employees' work enthusiasm has been improved, and the owner satisfaction rate has been improved.

1. The work summary of this year is as follows:

(1) Standardize internal management and enhance employee responsibility and work efficiency. Strengthen communication with employees and regularly comment on employees' work, which effectively stimulates employees' sense of work responsibility. At present, department employees are highly motivated to work. They have transformed from passive and conditional work to the current active and voluntary work attitude, thus promoting the development of various work in the department.

(2) Take various forms and measures to consolidate and increase property charges.

This year, a total of 1.4 million yuan in property fees has been collected. To sum up, we have focused on three charging management tasks. First, the charging forms are diversified, through SMS platforms and on-site door-to-door charging. Previously, the customer service department mainly used telephone calls and dispatch notifications to collect payments. These two collection methods had low charging efficiency and poor owners' enthusiasm for payment. Problem; secondly, the charging measures are service-oriented, which promotes the owners’ willingness to pay by increasing their satisfaction. Charging work is a reflection of the level of property service, and the level of property service is the basis of charging. Therefore, service is the basis for improving the level of property charging. This year, we sorted out the disputes and compensation issues that have not been resolved since the establishment of the project, and solved most of the problems in a focused and step-by-step manner. We used the existing resources of the project to help owners solve renovation, maintenance, and other problems, both internally and externally. Regarding home issues and other issues, I believe that owners will gradually increase their enthusiasm for voluntary payment due to the property's meticulous service. Third, by arranging a dedicated person to be responsible for the management fee collection work, focus on following up on management fee collection matters, motivating employees to collect fees and increasing the charging level.

(3) Strictly focus on the service quality and level of customer service staff and create a good service image. The customer service department is the bridge and information center of the property management company, and plays a role in connecting internal and external parties. The service level and service quality of the customer service assistants directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job in charging fees, and strictly requires employees to conduct self-inspections and mutual inspections on clothing and etiquette before going to work, so that customer service assistants can maintain good service image, strengthened the language, etiquette, communication and problem-solving skills training of customer service specialists, and improved the service quality of customer service assistants.

(4) Successfully completed the owner’s check-in/settlement service work, laying the foundation for the overall work of the customer service department.

Starting from the end of March, the customer service department will be responsible for the issuance of owner check-in/settlement information, signing contracts, and handling owner disputes. A total of 1,739 households have been repossessed, and all procedures have been handled promptly and accurately, and various disputes have been handled to the general satisfaction of the owners. Before the formal resumption of the building, our department worked overtime to prepare move-in materials, agreements and other documents, formulated a thorough and detailed unified statement, and organized multiple move-in drills. During the procedures, the customer service assistant understood and mastered the owner's family characteristics, customer group type, and basic economic status through contact with the owner, which laid the foundation for future charging and service work. During the process of handling procedures and disputes, the customer service assistant patiently explained to the owners and answered their questions, demonstrating a good customer service image to the owners.

(5) Closely cooperate with various departments to ensure internal and external contact and coordination of the property management company.

The important function of the customer service department is to contact the internal work of the property company and external work such as owners and developers, and provide timely services to the owners through feedback information. In the process of handling the problem, our department has followed up, provided feedback, and provided reports, so that each coordination work was well resolved.

2. Problems in departmental work

Although the overall work of the department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in this department are summarized as follows.

(1) The professional level and service quality of employees are low.

Judging from the work and practice of the department for more than half a year, the professional level of customer service assistants is low and the service quality is not very high. Mainly manifested in immature problem-solving skills and methods, insufficient experience in dealing with emergencies, and insufficient professionalism in service.

(2) The property charge rate is not high.

Judging from the current charging level, the charging rate is not high, the remaining problems in the early stage and daily services have not been solved in time, and the overall service level of the project is low as the main factors.

(3) Department management systems and processes are not sound enough.

Since the department has mainly focused on charging fees and property collection for most of the year, it has neglected institutional construction. At present, the staff management, service standards, and operating procedures have not been improved. The system is not very sound, therefore, the department's work efficiency, employee responsibility and work enthusiasm are affected to a certain extent.

(4) Coordination and handling of problems are not timely and appropriate enough.

The information feedback in terms of complaint handling, owners’ opinions, suggestions, and owners’ help for help is not timely and comprehensive enough. After receiving the problem, it is not followed up and reported in a timely manner. The way and method of handling the problem are inadequate

3. Key points of the 20xx work plan

The key tasks of our department in 20xx are to further increase the level of property fee charging, based on 20xx; department management is basically institutionalized, and employees have a sense of responsibility and The service level has been significantly improved; all service tasks are carried out in an orderly manner, and the owner satisfaction rate has been significantly improved compared to last year.

(1) Continue to strengthen customer service levels and service quality, with the owner satisfaction rate reaching over 85%.

(2) Further increase the level of property charges to ensure that the charge rate reaches about 90%.

(3) Strengthen department training to ensure that the professional level of customer service assistants is significantly improved.

(4) Improve the customer service system and process, and the department will basically realize institutionalized management.

(5) Closely cooperate with the work of various departments to promptly and properly handle owner disputes, opinions and suggestions.

(6) Strengthen cleaning outsourcing management, ensure inspection and assessment, and continuously improve service quality.

Looking back on 20xx, there were hardships and sweat in the work, but we gained growth and achievements. Looking forward to next year, we will be greeted by opportunities and challenges. To this end, all employees of the Customer Service Department will continue to work together in the next year to achieve department goals and contribute to the company's development. ;