Summary of telecommunication traffic work: 5 articles

Telecom Traffic Work Summary 1

Standing at the beginning of the new year, looking back on the past year, every bit of work came to my

Summary of telecommunication traffic work: 5 articles

Telecom Traffic Work Summary 1

Standing at the beginning of the new year, looking back on the past year, every bit of work came to my eyes. I successfully transformed from an operator of 1 14 to an operator of 10000. Thank you for your trust and training. Looking back on the past year, I found that I have changed a lot and matured a lot.

From 165438+20xx to 10000 customer service, from being unfamiliar with the old platform to mastering it skillfully, from participating in the installation, debugging and follow-up of the new platform, from having a little knowledge of business, from being afraid of difficult users to patiently explaining and calmly responding, from being angry after receiving harassing calls to being calm, from being ignorant of me to appreciating and following up.

Long time no contact 10000. Compared with many people, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others in order to keep up with everyone's pace. When I first got on the platform of 10000, I was lucky enough to take part in broadband obstacle-checking learning, which allowed me to review and consolidate the judgment skills and methods of the gradually unfamiliar broadband obstacle phenomenon, and gained practical proof and experience on the basis of broadband preprocessing theory. With my hard-working, diligent and hard-working attitude, I was once again lucky to get the opportunity to follow my work when the old and new platforms were replaced. During the communication with Huawei engineers, I was not only familiar with the operation and processing flow of the new platform earlier than my colleagues, but also deeply understood the whole operation flow of platform equipment 10000, which made me more handy when applying the new platform.

However, as a service window, 10000, as a customer service representative, in addition to understanding some simple technologies, it is more important to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, no matter how much knowledge and synthesis, you can only cook jiaozi in a teapot? I can't pour it in my stomach. Therefore, I actively participated in various service knowledge trainings organized by the organization, learned relevant service and communication skills through online universities, and applied them to service work. However, due to some objective or non-objective reasons, these points are often remembered later or not well used, and one thing is ignored. At the same time, due to the inertia of work or conventional thinking, I sometimes lack the passion and vitality that young people should have in the process of customer service.

In the continuous study, I found that my life has become rich and wonderful. Originally silent, I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities. So in the new year, I will make persistent efforts.

Summary of telecom business II

Unconsciously, more than a month passed. In order to better promote the work, we will summarize and report the work of our group last month as follows:

First of all, I think that as an ordinary telephone operator, besides knowing some simple technical and professional knowledge, it is more important to communicate with customers and answer their inquiries and questions. Therefore, what we need more is to master comprehensive business knowledge and good service and communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, we should review the old and learn the new, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach. Therefore, we should organize all kinds of service knowledge training, learn relevant service and communication skills, and apply them to service work.

1. As employees of the company, we should abide by the rules and regulations of the company. As the saying goes, "Fiona Fang cannot live without rules". There is no doubt that in our daily work, we must abide by every rule and system of the company, carry out every workflow and remember every standard clause. Last month, our work discipline, work enthusiasm and work mentality were all adjusted, which was much better than before. I believe we will do better.

Second, the expression and tone are pleasant. One of the basic characteristics of this job as an operator is that we don't meet customers and convey information through voice, so our facial expressions, intonation and intonation are more important. Last month, our code of conduct was improved, and we were able to fully apply 18 of the code of conduct to outgoing calls, so our overall performance was very good. An excellent operator must have a smile, a calm tone, a relaxed tone, standardized and appropriate words, give customers a pleasant feeling, let customers be infected by our honesty and pleasure, and let the service be deeply rooted in the hearts of the people.

Third, to learn to mediate, you will also have negative emotions because the data is not good and the business cannot be pushed out. As long as we adjust our mentality, we can do nothing bad.

Summary of Telecom Business (3)

I majored in broadcasting in college. I want to find a job in a TV station after graduation, but the conditions there are too harsh, and my ability and qualifications can't meet the requirements. As a result, of course, I can't find a job in the TV station. From then on, I want to be a radio announcer. I was confident in my sound quality, but I still failed. Finally, I had to work as a customer service staff in a telecommunications company.

The most important thing for telecom customer service staff is not to meet directly at the customer's home, but to work by telephone, where my sound quality has been fully exerted.

Over the past year, with the correct leadership and care and help of the company's Party Committee, I have earnestly studied Theory of Three Represents, firmly established the concept of honor and disgrace with "eight honors and eight disgraces" as its content, and, in accordance with the working ideas determined by the Bureau's Party Committee, took service with a smile as its own responsibility, took customer satisfaction as its purpose, stood on its own duty, devoted itself to its duties, and did a solid job in telecom grassroots customer service. My work for the whole year is summarized as follows:

First, based on their own duties, love their jobs and dedication.

As a customer service staff, I always insist on doing simple things well, not simple. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.

Second, study hard and keep pace with the times.

Theory is the forerunner of action. As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is more important than application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work. In the three years since I came to the company, I have paid attention to transforming theory into my own scientific way of thinking, into a correct grasp of practical work, into a way of thinking to guide work, actively studying new situations, solving new problems, taking a new path, overcoming old-fashioned thinking, abstaining from empiricism and expanding thinking.

2. Pay attention to overcoming ideological inertia. Adhere to the system and carry out theoretical study as planned. First of all, don't regard theoretical study as a soft indicator and an extra burden, and consciously participate in the concentrated study of party classes every quarter; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of nailing, squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.

In my future work, I will continue to carry forward my past work style. I will continue to work hard, keep a good relationship with customers at work, solve customers' difficulties with the best service and let me solve customers' problems with the best service.

That's how it works. I love my job. I already love my job very much. I will continue to work hard in the future and do my best for the development of the company!

Summary of Telecom Traffic Work Chapter IV

I have not been an operator for a long time. Compared with many old hands, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, the more I have to pay more energy and time to study than others in order to keep up with everyone's pace. When I first joined the _ _ platform, relying on my hard-working attitude, I was not only familiar with the operation and processing flow of the voice platform, but also had a deeper understanding of the whole operation flow of the _ _ device, which made me more handy in my work. The following is a summary of my work in the first half of the year.

As a mass service window, as an ordinary customer service representative, I not only need to know some simple technical and professional knowledge, but more importantly, I need to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect.

If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it out. Therefore, I actively participated in various service knowledge trainings organized by the organization, learned relevant services and communication skills through the Internet, and applied them to service work.

Focus on customer service, under the same conditions, good service can win customers or "create" customers; Poor service will lose or "destroy" customers. Honesty is a kind of resource, a kind of capital and the soul of quality service. As an ordinary employee of the customer service center, I will look for the gap more carefully, learn from the advanced experience of other "satisfaction windows", learn from the strengths of others, make up for my own shortcomings, and let myself grow sturdily in the customer service center.

With the banner of "building a window of people's satisfaction" and the slogan of "your satisfaction is my pursuit", we will adhere to the policy of "people-centered, market-oriented, and people's satisfaction as the purpose" to make the quality service work rich and colorful. Self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-oriented, and constantly improve the quality of service; Ensure that the daily language of civilized service can be used, and it is strictly forbidden to use the "forbidden language" of service; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers.

Pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills. At the same time, we should do a good job of "passing on, helping and guiding" new comrades and strive to make progress with everyone. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.

In the first few minutes of talking with the caller, I listened attentively to the caller's information, maintained a polite attitude and improved the quality of my work. When encountering complaints and feedback, we should understand all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users, and let them worry about what customers think.

In the continuous study, I found my life rich and wonderful, but I missed many opportunities because of my personality defects. So I will make persistent efforts and do better in the second half of the year.

Summary of Telecom Traffic Work Chapter 5

When I first joined the xx platform, with my hard-working attitude, I was not only familiar with the operation and processing flow of the voice platform, but also had a deeper understanding of the whole operation flow of xx equipment, which made me more handy in my work.

However, as a mass service window and an ordinary customer service representative, 95598 not only needs to know some simple technical and professional knowledge, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I have carefully studied all kinds of new businesses, new knowledge and new activities, fully understood their spirit and kept it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach.

Customer service in the new department. Integrity service, Haier President Zhang Ruimin has a famous saying: Under the same conditions, good service can win customers or "create" customers; Poor service will lose or "destroy" customers. Honesty is a kind of resource, a kind of capital and the soul of quality service. As an ordinary employee of the customer service center, I will look for the gap more carefully, learn from the advanced experience of other "satisfaction windows", learn from the strengths of others, make up for my own shortcomings, and let myself grow sturdily in the customer service center. With the banner of "building the window number of people's satisfaction" and the slogan of "your satisfaction is my pursuit", we adhere to the policy of "people-centered, market-oriented, and people's satisfaction as the purpose" to make the quality service work rich and colorful. Self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-oriented, and constantly improve the quality of service; Make sure to use 19 daily expressions of civilized service, such as "please", "hello", "what can I do for you", "what can I do for you" and "please wait a moment", and it is forbidden to use service "forbidden words"; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers. At the same time, pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills. At the same time, we should do a good job of "passing on, helping and guiding" new comrades and strive to make progress with everyone. With the continuous improvement of our own quality, we have also established an excellent service brand with high-quality service.

I actively participate in various service knowledge training organized by the organization, learn related services and communication skills through the Internet, and apply them to service work.