1. Customer service daily work report
Since joining the company for one month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored. First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.
In fact, speaking skills are also needed, especially Taobao customer service speaking skills are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points.
First, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust. Even if we are angry offline, we can't bring our emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements.
Second, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction.
Third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most.
Fourth, promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.
2. Customer service daily work report
Looking back on the course of the past year at the turn of the old and the new, I want to make the following summary: 1. Enthusiasm: The first thing for customer service is to keep a good, positive and happy attitude. Contact a large number of customers with different personalities and needs every day, and face all kinds of complicated, meticulous and even tricky requirements. Therefore, mentality is particularly important. Only by maintaining a good attitude can we provide warm and thoughtful service to our customers and keenly observe and analyze their real needs. Often when customers arrive at the store, they don't know their real needs and can't describe them. At this time, we need to infer his real thoughts from his words, so as to recommend a product that is more suitable for him. The network is virtual, but behind every computer is a real person, and customers can feel our service enthusiasm from our reception language. Therefore, mentality is the most basic and important quality of customer service. Leave a better impression on customers and recommend more targeted products, thus improving the pre-sale conversion rate and subsequent secondary purchase rate. In the new year, I will strive to improve in this respect.
2, professional: to know more about the new products in the store, so as not to be confused by customers. Familiar with product specifications, efficacy, appearance, etc. And the familiarity with Taobao's shopping process will directly determine our professionalism in customer impressions. Although most of the products in the store are very clear, some customers still have some strange questions that we can't answer. In this case, you need to stabilize the customer first, and then look at the questions you can't answer after you come down, at least don't be stumped next time when a customer asks the same question. At that time, some problems that could be found in Baidu and Taobao Help Center (such as "Why Taobao kept reminding me to use fast payment but there was no online banking payment option after filming"), or problems that could be verified by the warehouse, should be solved as much as possible at that time. There are countless crown shops on Taobao, but in the field of xxx, customers should feel that we are the most professional and trustworthy online shop.
3. Skills: In the specific communication with customers, we should flexibly use some answering skills. Warm tone, soft and firm answer. When clarifying the customer's needs, we should go straight to the point, take the initiative to follow up when the customer has the intention to buy (for example, when the customer hesitates, or when the product being consulted is out of stock, we should take the initiative to recommend other similar products), make joint recommendation when the customer confirms the purchase, make good use of the activities in the store to improve the conversion and joint name, and don't cherish words like gold to avoid passive reception. Some problems need to be avoided, and some problems need to learn to appease customers, dare to take on, and don't let customers feel kicked. These aspects are not enough and need to be improved.
4. Cooperation: Do a good job in communication and coordination with various departments to avoid the possibility of mistakes. When customers change their addresses and increase orders, they should inform the card issuing department in time. If notes are needed, they should be clear (gifts, special needs, etc.). ) so that the warehouse can know fairly well when packing. Take it well before sale, and don't give too dead an answer to some questions beyond our control (such as express delivery). When customers receive products, they have sent the wrong parts, leaked parts, damaged products or quality problems. Comfort customers first, then hand over customers after sale, reduce the rate of bad reviews and complaints of customers, reduce the difficulty of after-sales work, and avoid the situation of low praise rate and dynamic score of stores. There are a lot of products in the shop, and you often do activities. If there are errors or omissions in product prices, descriptions, posters, publicity charts, etc. You should inform the art department to correct it in time.
5. Outlook: I have been in the company for three years and experienced a period of rapid development of 20xx and a period of depression of 20xx. The store of this company has been established for six years. In the past two or three years, I have seen that many rising stars in Taobao have caught up with or even surpassed our scale. Once upon a time, I had the feeling that Lian Po was too old to eat, but the development of the company within 20xx years made me feel very happy. First of all, xxx got it back and saved many old customers. After several years of precipitation, xxx has already possessed the brand potential (not the commodity brand, but the brand effect of the store itself). In addition, years of painstaking efforts and accumulation are not something that the company can catch up with by cultivating a new store in a short time; Secondly, the company gathered a large-scale activity this year and gained a lot of fresh blood (it is better to catch it early than to catch it skillfully, and the sales volume in bargaining will not affect Taobao's ranking in a month or two). Just a single product of xxxx brought many loyal customers who placed orders for the store in the second half of the year; In addition, the company officially launched several of its own products this year, which gained good feedback and reputation, and made a good guide and foreshadowing for us to promote our own products and clarify the development direction next year. Due to the confusion of online shopping, after the cultivation of online shopping market by Taobao a few years ago and the chaotic development period from 2008 to now, low price and low quality can no longer meet the demand. At present, online shopping customers have higher requirements for product quality, service quality and after-sales guarantee. Taobao in the next few years must be the end of the big waves and the survival of the fittest. This is an opportunity for our company and a test for us. We should practice our internal skills as soon as possible, make better products and services, embrace changes and meet the future.
3. Customer service daily work report
Time flies, fleeting. It has been some time since I came to the post of customer service, and my study and accumulation during this period have also brought great changes to myself. Looking back on this period of time, I suddenly felt a lot. Here I also want to sort out and summarize my past work. I hope that the future work can continue to move forward and continue to break through on this basis. First, the change of personal attitude.
I haven't been in the property for a long time, so I still look a little green now. But these months of study and growth have also brought me a lot of improvement, both for me personally and for this job. And first of all, my personal attitude. When I first came in, I first focused on my studies. Now I'm beginning to pay attention to innovation. Innovative communication skills and innovative working methods are all part of what I try every day, which also represents our growth during this period. We have passed the period of laying the foundation, and now it is a difficult time to grow up. Both work attitude and daily life have been greatly improved, which has also brought me many surprises and gains.
Second, the improvement of working ability.
With the deepening of my work, I can master many aspects well. Therefore, I am more and more free and relaxed in this job. All this stems from my own control of work skills, and it is also the result of my persistent struggle along the way. After the ability is improved, the responsibility on the shoulders will be heavier, so the future is also worth looking forward to. Thank you very much for your help and guidance during this time. You supported me all the way, let me grow up and really step into this job. I will keep it up in the future and strive to improve my various abilities!
Third, the future plan
4. Customer service daily work report
I. Deepening the implementation of various rules and regulations of the Property Department On the basis of the initial improvement of various rules and regulations of 20xx, the focus of 20xx is to deepen implementation. Therefore, the customer service of the property department should actively respond to new forms and demands according to the development of the company and the continuous development of the property management industry, and combine the actual situation of Blue International to train and assess the customer service personnel in batches to deepen their knowledge and understanding of property management. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant customer service systems in time to better adapt to the new situation;
Second, integrate theory with practice and forge ahead to carry out customer service personnel training.
A good customer service management and service, staff's professionalism and work attitude play a decisive role. In view of the lack of theoretical knowledge of customer service staff in xx years, a lot of training was given to customer service staff in 20xx years:
1. There are various training forms such as theoretical explanation, practical operation and discussion, which fundamentally improve the comprehensive quality of customer service personnel.
2. In line with the idea of going out and inviting in, employees were organized to visit and study Jones Lang LaSalle and other brother enterprises, which broadened their horizons and made the management concept keep pace with the development of the industry.
3. Actively respond to newly promulgated laws and regulations. The most important new regulation of property management industry in Xi 'an in 20xx is Xi 'an Heating Management Regulations. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the regulation training organized by the heating company in time. After this study, our work is more comfortable. At the same time, the customer service of the property department organized personnel to study and discuss for the first time. And a strict closed-book examination was conducted, which deepened the memory of the customer service staff on the basis of understanding, made sufficient theoretical preparations for the heating work in xx winter, and ensured the smooth development of the heating work in XX winter. By the end of xx, there were no complaints caused by heating work.
Third, the annual review of the property charging standard and parking fee standard in xx was completed as scheduled.
Standardized property management enterprises must have laws to follow in charging and service work, and charge fees in strict accordance with the standards of price management departments. In April of xx, relevant materials were prepared, and the property management charging standard of Weilan International Building was examined annually, so as to resolutely put an end to the phenomenon of arbitrary charges and safeguard the legitimate rights and interests of the owners.
5. Customer service daily work report
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. While dealing with the work order, I also need to collect and sort out the customer's common questions, hot issues and difficult questions, and formulate a unified explanation and answer caliber to ensure the accuracy of the 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, improve my cultural quality and work skills, and make contributions 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.
6. Customer service daily work report
Customer service is no small matter. 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 turn the company's interests into benefits. 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 work 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.
7. Customer service daily work report
First of all, let me introduce briefly. My name is X, and I am a pre-seller. Time flies. In the intense and fulfilling work every day, I have been in this company for almost half a year in a blink of an eye. I'm honored to meet you. With the enthusiastic guidance and help of my colleagues and leaders, I learned how to become a qualified pre-sales person. However, there are often some unexpected problems in actual operation, and at this time we need everyone's cooperation to solve them. The follow is my summary over that past few month:
I think a qualified customer service should first warmly receive every customer, learn good language communication and other terms, and let customers feel respected. At the same time, as a customer service, we must know enough about the goods in our store, so as to provide customers with more suggestions, answer their questions quickly, let them accept your products, and finally reach a deal. We often meet some customers who are picky about the products we sell, so we will inevitably quarrel with them. But considering that our purpose is to conclude a deal, not to win, arguing with customers will never cause any problems, which will only lead customers not to buy our products. Even if we get angry sometimes, it can't affect our feelings towards our customers. The supervisor reminds us at every meeting, and I keep it in mind, so be patient when communicating with customers. In fact, some customers still quite understand. No matter whether they encounter problems with the goods or delay in returning their messages, we will understand our difficulties as long as we apologize to our customers and explain why there are so many consultants at present. Of course, we are only a few such customers, so we should always remind ourselves that customers are God, let customers feel our enthusiasm and respect, and try our best to meet their requirements. Secondly, don't communicate with customers in a cold tone. When talking to customers, we should keep smiling even when facing the computer, because customers can feel this between our lines. A smile is a sign of confidence.
8. Customer service daily work report
Snowflakes brought information about winter and sent away a full and busy xx year. Time is always so fast, in the blink of an eye, xx years passed silently! Over the past year, thanks to the strong support and help of company leaders and colleagues, the customer service work has progressed smoothly. Now briefly summarized as follows:
20xx is an unforgettable year for me. The information about my work has not changed much. The focus is on communication with customers and data collection. However, I have made some adjustments in my work ideas and methods, and I feel the pressure, but also incorporate the joy of harvest.
Under the leadership of the department manager, all the work was gradually standardized and the planned maintenance tasks were successfully completed. As a customer service staff, I pay attention to combining action with communication this year. After the installation and maintenance, I made a telephone call back, listened carefully to the opinions and suggestions of customers, and established an electronic file for customers in time. The company sends a warm and inspirational message every month, which enhances the company's service image and is well received by customers. Although the customer service work is trivial, in this process, after extensive collection and study of the service regulations of other companies, the work order and service norms have been improved.
After strict examination and control of Sambo parts and effective monthly accounting, the total amount of Sambo parts this year is controlled within 20,000 yuan, which is lower than last year. With the joint efforts of everyone, the total fees have increased and the economic indicators set at the beginning of the year have been successfully completed. In the process of communicating with customers, making cultural walls and making effective use of network information platform, I have exercised my language communication ability and written expression ability, and at the same time fully realized the lack of self-awareness and the necessity of continuous self-improvement. In terms of business skills, after more than two years of open-minded study, I have a full understanding of some products and accessories, and many of them are still not very clear. In my future work, I need to study hard and consult with an open mind. Although the work of 20xx has entered the right track and achieved necessary results, there are still some shortcomings, mainly lack of enterprising and optimistic attitude, lack of dedication to customer learning and service, a necessary gap compared with experienced colleagues, and no substantial improvement in business skills. In my future work, I will conscientiously sum up my experience, overcome my shortcomings and strive to do better.
20xx was a fruitful year in my career. After Haibei's training and development training, I have a clearer understanding of the team and a more accurate analysis of myself. Time is always circulating, but the years are precipitating. In xx, I will devote my efforts and energy to the work in the new year, strive to improve my knowledge beyond what I have, strive to enhance my potential value, and make greater progress.
9. Customer service daily work report
Time flies, 10 is coming to an end again, and my customer service work is coming to an end. In this month, I gained a lot in my work, which made me feel new in my customer service position. Now, I summarize my work in May 438+1 0 as follows:1. Answer the customer's phone carefully.
This month, I received xxx calls and made xxx calls every day. For these calls, I will seriously answer every customer's phone every day, and it is polite to call back. I will answer customers' questions well, so that customers can feel the sincerity of our customer service and the seriousness of our work. Sometimes customers will ask some difficult questions, and I will give a more standardized answer after asking carefully, and try my best to give customers a satisfactory answer. Customers are the god we will faithfully support, and we will provide them with customer service seriously and responsibly.
Second, study customer service knowledge seriously and improve your ability.
This month, I participated in the customer service training meeting held by the company. I took notes carefully at the meeting, followed the training teacher to learn customer service knowledge, constantly supplemented customer service knowledge, and constantly improved my customer service ability, so that I could absorb more customer service professional knowledge and skills and help my work better. At the same time, we will continue to learn from our predecessors, absorb good experience, find out our own shortcomings, try to correct them, and further improve our working ability. Apply what you have learned in customer service positions to make your work more convenient.
Third, pay a return visit to old customers and keep in touch.
On June 5438+ 10, I made a telephone contact list of old customers, paid a telephone call back to every old customer on the list, tracked the latest trends of old customers, carefully recorded their recent situation and updated their information in time. The contact information of a single customer has also been changed on the form, so that I can record the contact information when I pay a return visit and update the contact information of the customer, so that I can contact the customer next time. Over the past month, I have maintained smooth contact with every old customer, and tried to maintain the feelings of these old customers, which provided greater convenience for the company to cooperate with them.
Of course, this month's work will also have bad aspects, but in this process, I will gradually find out and then improve bit by bit. Although there are still shortcomings, it is not too late to find them. Will I correct them next month to make the customer service work smoother? The lessons learned from this month's work will become my experience next month. I believe I can be satisfied with my work and serve the company's customers well.
10. Daily work report of customer service
After coming to our company to do property customer service, my life has gradually changed, which not only made me bid farewell to the decadent life in the past, but also made me have a new start and new expectations. I feel that after joining us, my life is on the right track and my work is getting more and more handy. Just like my performance in the company this quarter. This is my second quarter in our company. This quarter, although I didn't get the number of excellent employees, it should be regarded as a lot of progress compared with my performance in the first quarter. First of all, in dealing with people. Because I am a fresh graduate who just came out of school, I still lack the ability to deal with people in the first quarter when I first came to our company, that is, during my internship. I am very rude and introverted not only in my dealings with colleagues, but also in my dealings with customers. After that, my supervisor communicated with me on this matter. I am also aware of my own problems.
So in this quarter, I began to pay attention to getting along with my colleagues and communicating with customers. Start asking some questions, try to greet them, join their group during the break, have a relaxed conversation with them and keep in touch with their feelings. I should learn to be flexible when dealing with customers. When you meet a difficult customer, don't avoid it, don't get stage fright. When I meet an importunate customer, I will calm his mood first, then show my position and give a solution.
Secondly, in terms of working ability. Last quarter, I had a basic grasp and understanding of the work of property customer service, but I was not skilled enough in dealing with some affairs. This quarter, I focused on improving my work proficiency and work efficiency. First of all, I listed all the places that I didn't do well last quarter, and then I corrected and strengthened them according to what I wrote above. In this way, my work skills have not only improved, but also my work ability has improved.
Next, after this summary, I will make a detailed plan and arrangement for the next quarter. The main reason is that I haven't mastered the job content of this position. I want to know more about the content and knowledge related to the post of property customer service. I want to further improve myself, make more efforts for my future development and make more contributions to the company.