When we are enlightened, it is better to sum up and write an article about our experience, which can give people the motivation to work hard. Many people have a headache about how to write a wonderful experience. The following is the customer service experience I collected for you. Welcome to read the collection.
Customer service experience 1 In order to comprehensively improve the quality of customer service, improve customer satisfaction and effectively respond to the call of the county bureau, I am actively participating in the "Service Promotion Year" activity. Through the analysis and reflection of daily visits, I found and summarized the shortcomings and aspects that can be improved in my work. Recent improvements in customer service mainly focus on the following aspects:
First, strengthen the promotion of new brands and guide customers to change brands. According to the principle of "careful selection, careful publicity and diligent follow-up", the listing publicity plan is formulated. When choosing the target customers of the new brand, we should be targeted, try to choose the last one and maintain a certain sales volume; In publicity, explain the benefits to customers, arouse customers' interest in new brands, and enhance customers' enthusiasm for ordering and recommending; After the customer calls to Japan every week, closely track the customer's order information, understand the customer's recent sales situation, and remind customers to order new brands.
Second, provide accurate and timely information for customers and improve their profitability. Closely understand the supply and inventory of brands with good sales volume, such as Daqianmen, Double Happiness (Shanghai Hard), Hongmei (Soft), Yipin Mei, Nanjing (Red), Su Yan (Soft Five-Star), Jinsheng (Hard Red), etc., and visit Japan by telephone to remind customers in need that they can place orders on the same day and properly stock up. Avoid temporary shortage and time-saving shortage. For brands that are often out of stock, customers are advised to change to brands with similar attributes such as price, smell and packaging. And cooperate with customers to do a good job of sample maintenance, understand the sales situation of cultivated brands, deal with problems encountered in customer operation, propose solutions, and enhance customer confidence.
Third, take the initiative to ask customer satisfaction, deal with it quickly, and have no complaints.
Actively ask customers' satisfaction with cigarette supply policy, interview work, telephone interview service, distribution service, etc., understand customers' views on current service quality, and actively solve problems that affect customer satisfaction; Adhere to the principle of "listening carefully, answering patiently and handling properly" for customer complaints, communicate and coordinate with superior leaders for problems generally reflected by customers, and propose solutions as soon as possible to improve customer satisfaction.
Customer service experience 2 As a customer service staff, we must first maintain our own mentality in order to serve every customer well.
In the service industry, it mainly includes:
The first service decides everything;
Because service is the soul of an enterprise, the quality of service determines the economic interests of the enterprise. The core of all this revolves around customer satisfaction. Customer satisfaction means that we have won the hearts of consumers, and we serve with sincerity, care, care, enthusiasm and patience. Get customers' reassurance, satisfaction, temptation, comfort and favor. In order to achieve all this, our enterprise must improve the service training of its own employees and improve its products to make customers more satisfied.
The dedicated service of the second team determines the strength of the service;
Strong team spirit is an important magic weapon to deal with customers. In ancient times, Gong Yu moved the King of Wu to Taihang. Not only his persistence, but also the strength of their whole team enabled them to move mountains and rivers. To improve the team's service, it is necessary to set reasonable team goals and cultivate mutual love and respect among members. We should also cultivate teamwork spirit and communicate with multicultural teams. What's more important is to cultivate the innovative ability of league members, so that we can better understand the needs of customers and meet their customers, thus our enterprise has also improved its own brand value. Because we cultivate team spirit, we know that only from the customer's point of view can we win win-win results. With sincere service attitude and care for customers, our customers can trust every employee of our enterprise.
The third service is to become the core competitiveness of enterprises.
In order to make our products win a certain position in the market, we must compete with the market and meet the problems given to us by every customer in the market. The key is whether our employees can fully grasp the details of the service.
The measures we have taken are:
1. Keep abreast of customer trends,
2. "altruism" is our service tenet.
3. Our service must bring happiness to customers, and we should consider it from the customer's standpoint.
4. There are no difficult customers. We should constantly provide services to our customers, let them know that we exist, and let them get certain benefits. As long as our employees truly grasp the details of customers, we can truly win a win-win situation in society!
Since I am a customer service staff, I will take these measures to lead my team and develop my team into a team that can serve customers and always care about their needs. Taking customer service as the main core can improve the comprehensive quality of enterprise service employees, thus improving the economic interests of enterprises.
First of all, I am very grateful to xxx Clothing Co., Ltd. for the customer service training. I am honored to participate in this training, which reflects the company's emphasis on the training of our employees and the company's strategic policy of "attaching importance to talents and cultivating talents". For me who is engaged in the customer service industry, I also cherish this opportunity.
After this training, I completely broke the idea that this was a very boring process before training, which made me full of strong interest in customer service. As a popular consumer group, I think the most important thing is that service is an industry full of challenges and self-improvement, which is closely related to life.
Through the company's training, we can understand the relevant knowledge needed by online shop customer service, so as to better learn the relevant knowledge and master the necessary knowledge and skills. In addition, during the training of xxx Clothing Co., Ltd., I learned that as an online shop customer service, I should also master the analysis of online shop customer types, how to deal with customer complaints and so on. Let me know what the customer service communication skills of online stores are. Online shopping is illusory because you can't see the real thing. In order to facilitate the transaction, customer service will play an important role, so the application of customer service communication and conversation skills is very important to facilitate the order.
From the training effect, we can see that the company attaches great importance to training, and the trainers have made a lot of preparations, so that we can fully feel the company's responsible attitude and good intentions towards employees in the training, let us integrate into it, and let us correct our mentality and work harder in the future! More confident!
Here, thanks to Haodeyi Clothing Co., Ltd.!
How time flies! I have been working in xxx for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.
The following is my main work in the past year.
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Whenever I encounter trivial things, I always try my best to do them. 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.
Thirdly, I realized the importance of details in my work and life.
Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm.
Fourth, communicate and learn more with leaders and colleagues.
Learn from each other's strengths, improve their abilities in all aspects and keep up with the company's progress. Fortunately, I can join the lovely and excellent team of xx customer service department. The cultural concept and working atmosphere of xxx customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!
Article 5 1 on customer service experience. at work
I am an employee who just entered the enterprise, and I have a lot to learn from the old employees. In my usual work, I also actively do the work at hand, ask my colleagues questions, and actively find ways to solve them, so that the work at hand can be done well. When I first started working, although there was pre-job training, it was easy to forget when I actually did it. Fortunately, my colleagues who took me are also very patient and willing to teach me. Some processes I am not very clear about, and some people who want to hand over are all helped by colleagues or reminded me how to do it. In a year's time, with the help of my colleagues, I mastered how to do my job well and quickly integrated into us. The work to be done is also done according to a requirement of the leader. There are some small achievements, but some problems in my work also make me feel sorry. Some projects that are not specially done will make me very satisfied. Although they have all passed, I know that if I have more work experience and more preparation time, then the project work can be done better.
Second, in the study.
In addition to consulting old employees daily, I also actively participate in the training organized by some departments or enterprises to learn more. For the training, I participated selectively. I know that time is precious, and I can't attend all the training, so I can't learn anything real. Only those trainings that are useful to me and helpful to my work need me to study hard. After the teacher has finished speaking, I will try my best to apply them to my work and become my own ability. At the same time, I am also looking for some work-related books to read, so that I can have more knowledge reserves and know how to solve some problems encountered in my work, instead of saying that I don't know anything as before, and I need to ask my colleagues if I have any questions. In that case, although I can solve them, I will also trouble others. Besides, reading books by myself can help me to know more about how some problems in my work appear and how to solve them, which can strengthen my working ability.
A year has passed, and I still seem a little impetuous in dealing with things, and I will be more impatient when problems arise. In the next year's work, I will be more calm. My work experience is not enough. It is better not to know how to deal with some problems. In the new year, I will continue to study, make progress, improve myself and do my work better.
The customer service department is not only a bridge to carry the communication and coordination between the property and the owners, but also a window for the industry to feel the quality of property service. Therefore, the work efficiency and service quality of the property customer service staff are related to the owner's warmth and the company's image. We must practice customer service hard to improve work efficiency and service quality. The following six articles summarize my work experience for more than one year:
First, treat the host sincerely.
As the saying goes, "the customer is the God of business". Similarly, the owner is also the god of the property management company. As a property customer service staff, we must firmly establish the concept of "people-oriented, let services be everywhere", always treat every owner with a peaceful and sincere heart and care for every owner in every way, so as to win the sincerity of the owners. Therefore, the property customer service staff should not only care about matters related to property fees, but also care about the owner's life and mood, remember everything the owner told you, and try their best to solve every little trouble in life for the owner. Only in this way can the host communicate with you, become your friend and win the love and trust of the host.
Second, services should be standardized.
Standardizing service is an important way to improve work efficiency and service quality. If you don't follow the process and the service is not standardized, it will inevitably lead to disorder, untimely problem handling and low work efficiency, which will cause the owners' dissatisfaction and affect the overall external image of the property management company. Therefore, customer service personnel must have a standardized workflow and a unified handling method for the owner's repair report or complaint, so as to provide high-quality and efficient service for the owner.
Third, the principle of speaking when something happens.
There are no rules, Fiona Fang. No matter how good the relationship between the owner and you is, you must never do anything that goes against the principle, because every property company has the minimum system and standards. The job of customer service staff is to try their best to meet the needs of owners, but they can't do anything that harms the interests of other owners or property management companies. When it's time to talk about principles, we must stick to them. Treat all owners fairly, stick to a ruler, and standardize customer service management with unified standards and services.
Fourth, work must be dedicated.
Dedication is the premise of doing tedious property work well. Property management is related to the owners' living and working in peace and contentment and their vital interests. Standardized and orderly residential property management can not only create a good living environment for owners, but also bring them a good mood every day. This requires that every owner, especially the property customer service staff, must maintain a conscientious professional spirit, always be conscientious in everything, take the community as home, take the owner's warmth and coldness in mind, listen to the owner's opinions and suggestions, enthusiastically serve every day, and do their part to create a good living environment for the community.
Fifth, the profession is excellent.
Diligence is good at thrift. Answering the phone and charging is not the whole job of customer service. An excellent customer service staff must have comprehensive property-related professional knowledge. You need to know a lot about other departments of the company. You must master the basic principles and simple operating procedures of public facilities and equipment in the managed property area. Only in this way can we make a preliminary judgment when we meet standard questions at ordinary times and reduce the burden on engineers. Especially when encountering emergencies, excellent professional knowledge and skilled business skills can win valuable time for effectively handling emergencies and give full play to the role of improvisation, strict organization and timely rescue.
Sixth, work should be coordinated.
Close cooperation is an important starting point for improving work efficiency. Although the functional departments such as engineering department, field service department and customer service department have different division of labor, they have only one purpose, that is, to provide quality and efficient services for the owners. Only by maintaining a long-term operation mechanism of timely communication, coordination and close cooperation among various functional departments can we improve work efficiency and provide timely services.
For example, security guards or cleaning staff will report to the engineering department in time if they find that the equipment and facilities in public areas are damaged or abnormal, and the engineering department will immediately take corresponding measures to ensure the facilities and equipment are in good condition and play their normal functions, which can greatly shorten the maintenance time of equipment and facilities. Customer service personnel receive the owner's relevant information, reflect it to the relevant departments in time, and explain it in time, which can greatly reduce the owner's negative emotions, not only solve the problem, but also show the company's resolute, resolute and quick work style, and also enhance the status of property management companies in the hearts of the majority of owners.
The above experience is gradually realized in my work, and I hope I can share my experience with other front desks so that everyone can make progress together.