The hard work is over. What achievements are worth sharing in retrospect? It's time to sum up past achievements in the work summary. So, do you know anything about job summary? The following is a summary model of customer service work for half a year that I have compiled for you. Welcome to reading. I hope you will like it.
Summary of customer service work for half a year 1 Customer service work is a bit trivial compared with other positions. Seemingly simple work sometimes makes mistakes, which requires us to be conscientious and meticulous in our work.
Wake up in the ticking alarm, wash up, and a new day begins. Turn on the computer after greeting my colleagues, and then go to the fax machine to see if there is a fax for me the day before. After receiving faxes or other materials, classify them according to their priority. According to the changes of spare parts and broken parts every day, make the goods in and out report of the previous day.
When making the goods in/out report, we should pay attention to the following points:
First of all, we should find the corresponding customer service headquarters receipt, Shenzhou invoice, inventory department invoice, Shenzhou computer customer service maintenance list, sales warranty list and other documents. Carefully verify whether the file information is consistent with the data information recorded during the self-inspection. If it is inconsistent, re-examine it carefully immediately. Find problems, report to relevant leaders in time, solve them in the first time, and leave no future trouble.
Second, it should be noted that when you settle the statement, you should look at the statement made the day before. Report in sequence and stick to the continuity of single numbers, so that you can find them immediately when you look for them in the future. There is also a comment on some special single numbers and details or a unified character logo stipulated by our company.
Third, it should be noted that it is best to verify the sum formula when calculating the amount to ensure the correctness of the data. Be sure to write your name and date when you finish the "goods in and out report", and then go to the finance and manager to sign it. After the finance and manager sign it, they will fax it to the second management department and the spare parts section immediately. And notify the other party to check. Fourth, it should be noted that you should take the corresponding account books on the goods warehousing report, China customer service maintenance list, sales warranty list and other documents immediately after delivery. Our company has five spare parts account books, which are good and bad parts inventory account, spare parts current account, bad parts account, bad parts account and in-transit account. In addition, pay special attention when posting. When the spare parts sent to you by the headquarters are not billed or you haven't received the spare parts sent by the headquarters, don't post them yet. But keep this clip. After receiving the spare parts and "Shenzhou delivery list" sent by the headquarters, the payment shall be made immediately.
When you receive the goods from the service station, you should pay attention to:
First, check whether the outer packaging of the goods is damaged by extrusion. When unpacking, please ask logistics or freight personnel to unpack and check together. If you have any questions, contact the service station immediately to verify the negotiation.
Second, the company has strict requirements on the packaging specifications of service stations, requiring packaging items and independent packaging boxes. It is not allowed to use the company's colorful pages and rotten newspapers as fillers when packaging. The company requires the goods to be packed in the original packaging or foam and foaming materials specially used by logistics companies. For service stations and dealers who find that they use the company's colorful pages and rotten newspapers, they should patiently persuade and educate, help find out the reasons and seek solutions.
Third, when you count the goods, first find out the corresponding dealer's delivery list and the branch company's return application form together with the goods, and at the same time make a record of the goods record tracking form.
Fourth, when we find deformation, exposed skin, missing parts, etc. , we will immediately contact the service station or dealer to explain the situation, * * * will find out the reason and handle it properly.
Fifth, when checking the whole machine and monitor, we should not only make corresponding records, but also enter them into our factory management system. Be careful when entering information, and don't make mistakes. This is a powerful guarantee for us to understand customer consultation and machine inquiry in our daily work. We must ensure its accuracy, timeliness and consistency.
Gas station application for spare parts distribution and safety precautions;
First, the customer service of the branch must adhere to the surplus of its own inventory, apply for spare parts in time, and ensure that there are enough common spare parts in case there are no spare parts to distribute when the service station is in urgent need.
Second, the customer service of the branch company counts the physical objects at least within one week, and insists on reconciliation with the service station twice a month to ensure that our accounts correspond to the physical objects one by one.
Third, the branch customer service should remember that the safety of the company's property is above everything else, and pay more attention to fire prevention and electricity saving at ordinary times. Goods are classified and placed in an orderly manner. Fireworks are strictly prohibited in the warehouse. Turn off the power in time after work to save electricity.
Fourth, the customer service of the branch should not only pay attention to the company's property safety, but also adhere to a good attitude and keen insight to ensure efficient and orderly work.
Precautions for exception handling:
Don't delay exception handling, because our customers want their computers to be repaired and used as soon as possible. At this time, the rescue needs skilled and effective communication of our basic business, reducing the time of exception handling and providing caring services to users.
There are many anomalies related to wear. The most common thing is scratches on the shell and screen, which requires the front desk staff of our service station to carefully check the appearance of the machine when receiving the customer's machine, check it clearly with the user, and strengthen protective measures to avoid such phenomena as much as possible and reassure the user.
In short, no matter where you are, no matter where you are, you should work hard. Dedication is our traditional virtue and our professional ethics. Develop good habits that will benefit you for life. Attitude determines everything, and whether you can do it well or not, you should try your best to do it. It is not only a test of one's own ability, but also an increasing confidence.
Summary of customer service for half a year II. The customer service department undertakes the main work of customer service of the property management company, including the coordination of customer relationship and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.
After a recent visit to the customer service departments of various projects in our company, it is found that the customer service departments of various projects can better complete the customer service work undertaken by the customer service departments. At the same time, there are also some problems, such as:
1, the staff's business level and service quality are low, which mainly shows that the methods and skills to deal with problems are not mature at the moment.
2. The department's management system and process are not perfect, which will inevitably affect the department's work efficiency, employees' sense of responsibility and work enterprising.
At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.
1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.
2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.
3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.
4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.
5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.
There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.
Summary of customer service work for half a year 3 I have been working in the call center for half a year unconsciously. From accepting customer reports, service consultation and complaints, to communicating with customers, directly answering or registering customer needs, transmitting information to relevant departments according to service responsibilities and time limit requirements, rationally allocating resources, and trying to solve customer problems satisfactorily, I have seen my growth in the past six months.
The work of customer service representatives is the communication channel between enterprises and customers. How to master and use service skills has become the top priority of quality service and an important part of customer service. Although the earphone is small, it is connected with the customer's needs, which is related to the customer's infinite expectation of our life in China; At the other end, it is connected with the responsibility and mission of China Life, which is related to the company's sincerity and sincerity to customers. Whenever I help a customer solve a puzzle and smile, whenever I solve a problem for a customer and get their sincere thanks, I deeply feel the value of being a customer service representative. Customer service is not only a smiling service, but also a timely answer. Must be internalized in the heart and externalized in the line. Therefore, I participated in various knowledge contests organized by the company. After the contest, I got to know myself. Strive to master service skills and constantly enrich service connotation. With the split of 955 19 and the increase of telephone volume, in order to ensure the telephone connection rate and the normal operation of the call center, incoming and outgoing calls are completed. Thank the leader for giving me the opportunity to be a comprehensive information officer in the call center.
My job is no longer just to answer customers' calls, except to call the first line in time according to the connection rate scenario, scheduling and attendance scenario to ensure the call center connection rate. For problems that can't be solved by front-line agents, I need to timely carry out second-line processing, work order circulation and reminder, and be responsible for tracking and feeding back the work order processing results to ensure the timeliness of work order processing and customer satisfaction. When dealing with work orders, I
It is also necessary to collect and sort out customers' common questions, hot issues and difficult issues, and formulate unified explanations and answers to ensure the accuracy of front-line customer service representatives' answers. At the same time, it is also necessary to sort out the information related to telephone service within the company, maintain and update the central knowledge base in real time, ensure that front-line customer service representatives can quickly find relevant business knowledge when answering online, reduce the time when customers wait online or need help to transfer, be responsible for the correct and timely answering rate, collect and feedback the opinions and suggestions of front-line customer service representatives on new services and policies in the call center, and ensure smooth and efficient information transmission in the center.
In addition, I will also assist Mr. Chen in statistical analysis of the business and traffic data of the call center, and make daily, weekly and monthly reports, so that the superior leaders and relevant managers can grasp the relevant data of the call center operation and management in time. Do a good job of daily on-site inspection, handle and solve the problems found in the inspection in time, make inspection records, assist the call center supervisor in on-site management, and ensure that the call center is clean and orderly.
With the increase in the number of people in the call center. As an old customer service, it is my bounden duty to help new customers get familiar with their work as soon as possible. Many new customers, like me, were familiar with insurance business knowledge before coming to work there. So, while instructing how to receive newspapers and how to receive consultation, I took the initiative to tell them some cases I encountered when dealing with problems at ordinary times, and discussed and summarized them. When they asked me about the problems I encountered in my work, I also told them all my work experience in the past year without reservation and taught them how to deal with and solve the problems.
20xx has passed, 20xx has just begun, and there is still a long way to go in the future. There are still many places where we are not as good as others and there are still many things to learn. Since I have chosen this job, I will make unremitting efforts, work hard with all my colleagues, study hard, and strive to improve my cultural quality and various work skills, so as to make the greatest contribution to the development of the company. I believe that as long as I am diligent and willing to contribute in my work, I will certainly make extraordinary achievements in this ordinary post.
Summary of customer service work for half a year 4 customer service work is no small matter, and a journey of a thousand miles begins with a single step. Some people may think that the front desk customer service job is odd jobs, but I don't think so. Through my personal experience during this period, I changed from a student to a social person, learned a lot and grew a lot.
First of all, we must establish a sense of the overall situation and improve service quality. The customer service department is a newly established department, and its existence just shows the importance and irreplaceability of this department. The front desk is the first level for guests. A good beginning is half the battle. Whether the customer service at the front desk is orderly, standardized and of high quality directly or indirectly affects the customer's decision whether to spend or not. Only when customers recognize our service can they continue to spend their lives here. Here, we must follow all kinds of etiquette, such as how to smile, how not to provide the service that customers need, and the language and language details in customer service, all of which need our heart to understand and be a conscientious person in life.
Secondly, we should actively cooperate with other departments, unite as one, show the service concept and maximize the company's interests. Because the front desk is an indispensable part of the overall work, it requires us to clarify our work responsibilities, unite and help each other, help guests or other departments with a good attitude, receive every guest warmly and meticulously, answer their every question skillfully, respond to every call from superiors, assist consultants to complete their performance, answer every call carefully, and convey information in time, without omission or delay.
Third, we should constantly recharge ourselves to meet the needs of the rapid development of the company and society. People don't learn, they don't know. As a newcomer, I have a strong sense of crisis and anxiety, and I deeply realize my lack of plastic surgery knowledge, so I must learn the professional knowledge of plastic surgery from scratch and improve my professional quality. At the same time, as a newly graduated college student, I need to improve and strengthen my interpersonal communication and interpersonal skills, so that I can be on an equal footing with excellent colleagues. My colleagues Xiaoxue and Yang Lin have something to recommend to them. I know very well that education is not ability, and the purpose of reading is to accumulate my learning ability and processing ability, so that I can meet the so-called opportunity at a certain moment.
Finally, I thank the company for giving me the opportunity to learn, grow and make progress in such a big group. Looking forward to the future, I will devote myself to my work with a more positive attitude, do my job well in a down-to-earth manner, and hope to give full play to my value, make myself useful, selfish and altruistic, and contribute to the development of the company.
;