The internship life of grounding gas is over. We must have absorbed many new ideas. Let's sit down and write an internship summary. So how to write the internship summary to give full play to it? The following is a summary model essay of Unicom customer service practice compiled by me for your reference only. You are welcome to read it.

In May this year, I went to China Unicom Henggang Hall 1 to do customer service. At first, I thought I should tell the teacher that there was not much difference! It took me a day or two to realize that all this was not simple. I need a period of time to enter the society, and I must understand the pressure of employment more deeply. Once we leave school, we can't do anything. School is only our safe haven, but one day, we will rush out of this harbor and sail for the "sea". I have been to the talent market in Hangzhou several times, and I feel sad when I see the requirements in the job advertisements:

First, there is no resume;

Second, there is no qualification certificate;

Third, there is no courage.

Of course, if we practice more, we will have social experience, but this is like a child who has just learned to stand but has not learned to walk, so this kind of practice is that we are learning to walk. Of course, we wrestled and cried along the way, but it's all over now. It is quite meaningful and necessary to look back at the footprints left along the way. After receiving the training call from the company, my heart stabilized and finally stood firm. I was very happy at that time, so I went to the training. During the training, explain the company's civilization, company system and company products ... You can't deny that you are looking for telemarketing, an office industry and a professional counterpart.

First, understand the actual process of the booth

Telephone is an increasingly common communication tool for contemporary businessmen. Therefore, it is very useful for telemarketers to understand the common requirements of making phone calls. The basic principle of making a phone call is brevity. Don't be wordy. It will not highlight the topic, but also take up other people's time, thus causing others' ill feelings.

Customer service is divided into many groups. Generally, it is divided into traffic group, business processing group, complaint group, quality inspection group and editing group. The traffic group is obviously responsible for answering the phone and helping users record their needs or suggestions. The business processing group is responsible for helping users cancel their business. The complaint group received obvious complaints and revived users. The quality inspection team is also quality inspection. It is important to monitor the records of the traffic group. Of course, we don't listen to every recording, but randomly extract it, then sort out the monitoring environment, including the pass and fail environment, and then respond to the traffic group. The important thing for the editorial team is to absorb the business assigned by the subordinates, and hold editorial training for each group after completion.

Second, the understanding of professional responsibilities

I went to telephone sales as a customer service staff entrusted by China Unicom-to handle the ringing business. Although I have experience in telemarketing in the past, this time I represent a customer service manager, a combination of telephone operators and marketers, so it is also a very tense way of communication. Under the prospect of an endless career, how to persevere and how to do it well from the heart should be left to us to think, gradually experience the resume in practice and apply it to practice to improve our obedience! After several days of training and practicing the manuscript, the third day itself is the same as the customer. It is very important for us to handle the ringing business for our customers. Although we have had experience in telemarketing in the past, this time we represent Unicom, so we should pay special attention to language similarity in telemarketing. If you have words, you must use them correctly. To deal with this industry, you must express your language skills well:

First, there are positive language expressions, not negative ones;

Second, if I can, I don't need you;

Third, don't say "no" if you can;

Fourth, involving corporate image, stop talking about things;

Fifth, eliminate the mantra.

Every time the similarities with customers are different, you can't just follow the words below the manuscript. This requires different people to have different essentials, and one purpose is not to market well. For example, whenever I say, "I can give you a brief introduction to the ringtone business …", someone asks, "Do you need money? How much is it every month? " This shows that he attaches importance to consumption, and he wants to highlight the selling points for these people, and will not charge a monthly fee this month. And some customers can listen patiently, so I will carefully introduce the business content and highlight the side that can help them. Men and women also have different essentials. As usual, women are greedy and cheap, and men are frank. So when we talk about women, we should say, "Our company has preferential activities. Can we introduce you first? " In this way, they will listen patiently and men will not accept this as usual.

Third, the understanding of combining theory with practice.

Telemarketing must be patient, especially if you don't know how many calls you have to make a day, which is the same as how many customers you have. You don't just have to introduce your products first. Customers can consult in many aspects, such as Ruyi mailbox and small secretary. What else is there? Some users will make some suggestions and so on. We should all respond in time and answer in time. This makes me understand that when entering a company, you should not only pay attention to your own products, but also learn about other products of the company, which is helpful to better market your own products. For more related articles, please refer to the website of free official document model. Remember that every time we dial a number, we can't show each other's gender and age, and we can't decide whether we are foreigners or China people. The gender of the phone is clear, but China people or foreigners still can't recognize it. After connecting several times, I was so anxious that I simply ended the ringing service. When I ask him if he needs it, he will say, "Sorry, I don't know". I don't know if this is anger or embarrassment. I can only talk back and forth in my own rough foreign language. It must have been awkward at that time. As soon as I look up the phone number, he only needs to answer "yes" or "no". As a foreigner, I can understand ordinary and simple Chinese, even though I introduced my products first, I didn't do the same thing well. It would be much more convenient if I had a better foreign language. At least I can introduce my business in English first.

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