As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best 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. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, the next step, I need to overcome and improve, and strive to do the following.
Study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always think that "it is not easy to do simple things well". 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 cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
San Xiao service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
At the same time, I also have some superficial views on how to overcome the work well.
Do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities
1. Try to understand customers' needs and actively help customers solve problems.
2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.
3. Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to handle certain relationships, or having rich handling experience, certain personality strength and good first impression can give customers trust.
4. Flexible mind, strong adaptability on site, able to go to the site and use the site conditions to solve problems immediately.
5. The appearance is neat and generous, and the words and deeds are decent.
6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.
Handle customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
3. Matters needing attention in handling customer complaints and complaints
1. Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2. Have a better attitude
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
Hurry up
Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.
Step 4 speak appropriately
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5. A little higher level
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6. There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1. Listen carefully to every word of the customer.
2. Apologize fully and let the customer know that you have understood his question.
3. Collect accident information and find out the most suitable solution.
4. Put forward effective solutions
Ask customers' opinions
6. Tracking service
7. Put yourself in the customer's shoes.
These are just my superficial views as a newcomer. I will try my best to do a better job in xx years, learn from my predecessors, do a good job with all my colleagues and face new challenges together.