Answer the phone summary
It has been more than five months since I registered online, participated in listening, writing, interview, second interview and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From an independent individual to becoming a member of the customer service center of _ _ Bank, Telephone Bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of the corporate culture of _ _ bank, telephone and bank center, we constantly improve our comprehensive quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
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. 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 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.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with new services, and let me solve customers' problems with new services. Make the following plans:
First, effectively complete the power-off task. In the daily exhalation, learn to summarize the characteristics of various places, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient exhalation. For example, the personal loan collection in _ _ area generally has a high contact rate in the afternoon, so it is necessary to make more appointments with customers in _ _; For example, customers in line _ _ are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;
Third, enhance the awareness of active service and maintain a good attitude;
Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.
Summary of answering the phone Part II
There has been little change this year, and my main job responsibility is telephone sales, which, as the name implies, is the sale of transactions by telephone. During this year, I mainly communicated with customers through the internet and telephone in the company. At work, it sounds like sitting in the office every day, making a few phone calls or contacting customers through qq. This is very simple, but the workload is still very large. Deal with different customers every day, and leave a very good impression on customers through their own language at the first time. In order to make customers trust the quality of our products more, besides the company's quotation, what is more important is a service. Let customers feel that Tongying Anti-counterfeiting Company is a big enterprise with a good service team, just like enjoying the process, turning the business atmosphere into a friendly exchange between friends. And let customers with strong intentions think of it for the first time, and think of cooperation with Tongying anti-counterfeiting company. These are closely related to their efforts, and as salespeople, they should have a very keen sense of smell and feel the needs of customers at the first time. For customers with strong intentions, in addition to telephone greetings, SMS greetings and qq greetings, they also need to have a work enthusiasm to infect customers, so that customers can feel my sincerity from their own actions. Then I believe that the number of customers will gradually accumulate.
I believe that through my efforts and welcoming every day with enthusiasm, I will finally see the rainbow. I believe that the company will be better next year and my performance will be more promising than this year. I also hope that the experience and lessons from this year's work practice, after a period of reflection, will enable me to make new progress and improvement in all aspects in 20__ years or even longer, and make my work better, more detailed and more perfect. I hope my business volume will reach a qualitative leap next year.
I also want to think about my work plan for the coming year before my annual leave, as follows:
First: write a work summary and work plan every day of the week. Weeks end, months end. In this way, you can work with a goal instead of working blindly. And clear up today's work ideas, work more smoothly. At the same time, look at the mistakes and incomprehension in the work, consult the company leaders and colleagues in time and make improvements. Think more with your head.
Second: make a good customer report every day. And divide customers A, B and C well, and make detailed and clear customer follow-up and the next follow-up plan. At the same time, come to the company every morning, first browse yesterday's customer report, and then communicate with today's customers by telephone in a targeted and purposeful way. Do a good job of summarizing customers A, B and C, and strive to turn _ intended customers into real customers. Turn B-level customers into _ customers and so on. Follow up by analogy and keep track.
Third, set yourself a goal every week: try to contact at least one customer with strong intentions every day and cooperate successfully with at least 6 customers every month. Constantly reflect and summarize every day.
Fourth, strengthen business knowledge and professional knowledge. When communicating with customers, talk less and listen more, accurately grasp the needs and requirements of customers for anti-counterfeiting labels, and put forward reasonable suggestions.
Fifth: follow up key customers every week, constantly explore new customers every day, and maintain old customers every half month. List key customers and big customers in the report, and devote corresponding time to good customer relations. If there are any signs, report to the leader in time.
In addition, when the Spring Festival is approaching, I plan to let customers who have cooperated or are interested in contacting before the year call or send text messages to express their New Year wishes and greetings.
In addition, some suggestions for the company:
First: In order to let employees know more about the anti-counterfeiting label industry and anti-counterfeiting label products, it is suggested that the company can regularly train employees every month. And think that learning at work is also very important. It is suggested that the company conduct some job skills training. In order to make employees grow faster and bring greater benefits to the company.
Second: It is suggested that the company's VoIP can remain stable. As a telemarketer, I call my customers at 9: 30 every day. Often _ I get disconnected suddenly half the time or the customer says that I can't hear my voice at all, and some customers advise me not to use VoIP. Every time I communicate with the customer, the customer doesn't know our company's phone number. Every time I make a phone call with an Internet phone, the phone number is displayed differently, and sometimes the number is not displayed. I hope the company can adjust and upgrade the mobile phone early next year.
Thirdly, it is suggested that employees can organize all employees to travel, climb mountains and play badminton after work, such as holidays, to enrich their spare time and enhance the cohesion among employees. Enhance team spirit.
To sum up, the above are my work plans and suggestions for 20__ years. Please correct me if there are any mistakes. In the new year, I will work harder. Strive to complete the sales target set for yourself on time and with good quality. And I also believe that the company will get better and better. In the near future, the company will develop better and faster!
Summary of answering the phone Part III
At the beginning of 20__, I was fortunate to be a member of the customer service center. From the day I entered the customer service center, I regarded the customer service center as my family. I know my interests like the back of my hand, whether I am a regular employee of the company or a hired employee, whether I am an older employee or a girl who has just entered the society. Their emotions make me worry about each other, trust each other and talk about everything. In communication, they pour out grievances, release pressure, adjust their mentality in relaxation, and maintain a sunny mood. In their eyes, I am not only the person in charge of the center, but also their work and life mentor. I often share with them the mentality of being a moral person, doing things with quality and living with taste, and guide young employees how to work and live, so that employees can truly feel happy at work and grasp a happy life.
In the past two years, I have embodied my love in the smallest details of my life and integrated my true feelings into every link of my work. From the perspective of love, mutual understanding and sincere treatment have won the respect and recognition of employees. This is my life wealth! I am proud to be the friendliest team in the company, and I am proud to be a member of an excellent team!
First, pay attention to the service concept and team culture construction of the customer service center, and strive to build a cohesive and effective learning team.
The so-called team is simply understood as a group of people in a specific range, but should be a group where everyone works together for the same goal and voice. Whether this group is United, cohesive, learning from each other and sharing knowledge determines the combat effectiveness of the team and is one of the key factors affecting the development of a unit or department.
I know very well that even the best manager's personal ability is limited, and everyone's wisdom is unlimited. How to design the internal culture of the customer service center, inspire every employee to love and work hard, and build a cohesive and fighting learning team, so that every employee has a sense of belonging and professional pride. This is my pursuit and goal since the establishment of the customer service center.
X is a difficult factor in team building. There is a big age difference among employees in the center of the company, the employment methods are not uniform, the wages are low, the work is cumbersome and stressful, and the personal quality requirements are high. It is common to be wronged at work. "Customer service center is a firewall operator and a fire extinguisher." This is the real way to write daily work. As usual, it is dubbed as "the customer service center is the center of contradictions at home and the center of tackling difficulties." That's true. How to relieve the pressure of employees in this situation? How to prevent employees from losing control of their self-emotion in the process of service and having a negative impact? Stimulating employees' enthusiasm for work and study, and enhancing employees' post identity and loyalty to enterprises are practical problems that I often think about and need to solve.
Management is an idea, a service and an artistic inspiration. It is closely related to daily management and team building. The incentive work of customer service center includes human resource management. Sex also has its particularity. As we all know, the development of any unit is inseparable from the creativity and enthusiasm of all employees. Although material incentives are still an important indicator to measure employees' own value, in fact, under certain circumstances, the role of spiritual incentives exceeds the significance of material incentives to a certain extent. I think, with motivation, expectation, sprint and sense of identity, there will be a sense of belonging. Based on this concept, there will be incentive measures in the daily management of X, and measures for all employees: I pay attention to the progress of every employee bit by bit, and the performance is flexibly customized. A satisfied smile and a positive word will make employees "serve warmly and make progress every day". Pay attention to employees' appreciation, shape employees' dribs and drabs accumulation, form a team effort, and ensure the continuous improvement of the overall service level of the center and the smooth completion of various goals.
I often warn and encourage my colleagues: Facing the market and customers, we must integrate with telecom and stand up to represent Suizhou Telecom! The second is to refine the quantitative performance indicators of basic management and create a fair, just and open assessment atmosphere.
Benchmarking should be oriented, management should be refined, indicators should be quantified and evaluation should be fair. This is my simple summary of the daily management of the customer service center.
Boldly implement the positive-oriented performance appraisal spirit of the branch company, divide the work according to the actual situation of the center, formulate job responsibilities respectively, set performance appraisal indicators for each employee, set high-quality services, and put forward specific requirements and standards for each employee while refining and quantifying the work tasks, so that each employee can take corresponding responsibilities, objectively evaluate others, give full play to their work enthusiasm, and create a positive competitive atmosphere.
Summary of answering the phone Part IV
I am in charge of the design of the telephone sales booth, and I have been working for more than a week. These days, I have gained a lot through hard work. Let's talk about the summary and experience of telemarketing during this period.
One: the telephone number of the company's unit and main business, such as the front desk staff, is generally not transferred to the main person in charge. This situation will generally appear in the following ways:
1. We don't need you to set up a company. Hang up.
Oh, I won't participate in the exhibition this year, and then I will hang up.
Our main person in charge is on a business trip and will come back in a month. Nothing else is convenient to say. Hang up the phone.
4. You are setting up a company. Why not send a file or an email? Let's see.
The first two situations often happen. Ordinary telemarketers are uncomfortable when they encounter this kind of call. Guests don't say goodbye, almost saying that you should never call again. Call names when you hang up. No one has such a good temper. Let it out. There's still hope for the next call. The latter two situations are a hope of our telemarketing, but they are superficial and hope is impossible. A month later, the exhibition is over, and faxes or emails will be treated as garbage by them.
However, such problems often occur. I found several effective methods. For the front desk, I encountered the problem of 1. First of all, I won't say which company I'm from, but go directly to the person in charge of the booth. Before that, I need to know which exhibitions the customers have participated in and what good things the customers have in the future. I always knew that the more detailed, the better. The front desk must know what company this company is, you can say it is the organizer, understand the recent implementation of your booth and exchange some important things. Speaking of which, you can usually answer the phone. If the front desk is the person in charge of the booth, or he knows, you can tell him that they are not satisfied with last year's exhibition, and their participation in this year is now there, and then ask if their booth is a standard booth or a large booth. After further understanding, make detailed preparations. You know, the big booth is our main customer. If the front desk calls, be sure to ask the name of the person in charge of the exhibition before the front desk calls. This is very important in that department. Don't worry if you don't ask. If you switch in, everything will be fine.
The second problem, generally speaking, is a common problem with low accuracy of customer calls. If you call more than five times in a row, put down your mobile phone and adjust it for 5 minutes, look at the information or stand up and walk before adjusting. On this issue, I still have the information of customers and communicate with my colleagues. Whether or not to participate in the exhibition, some colleagues are more thoughtful and more open-minded than themselves, which is good for me. The guest said not to hang up immediately if he didn't attend the exhibition. Be thick-skinned, be thick-skinned. Ask some guests questions. What exhibition did you attend last year? Where did you attend more meetings this year? Are there any exhibition plans for next year? About when it will be exhibited. But remember, if you are not the main person, don't talk any more. After simple communication, hang up politely, which is for big customers. Then communicate through other channels to find the main person in charge, which is promising.
Third, this kind of reception desk is really excellent. I won't refuse you, but I've been hanging on to you. In fact, most telephone sales will not call for a month, because the exhibition is over or I don't have time to help customers design booths. They will tell you in a month that our manager is out now and doesn't know when he will come back. Tired, do you still need to call? Many people will ask themselves. Playing, playing down is also the manager's careless handling. If you don't fight, there is no hope. Think of Cao Cao's "chicken ribs" and fight. Nowadays, the competition in society is much more terrible than that in Cao Cao's time. But what method works? Everyone, use your own thoughts to deal with it. Different questions have different answers, but only one is the same. In telemarketing, every call is a hope!
Summary of answering the phone Part V
10 is less than a month. For me, it is a process of studying from the same occupation to different industries. I have played page games occasionally, but I am not very familiar with them. After less than a month, with the help of many colleagues, I tried to combine my advantages with the characteristics of this industry. Many places have changed a lot since the initial chaos. In the early stage of customer service, all the rules and regulations should be drawn up. In addition to learning some knowledge about the game industry, this month is mainly to formulate a series of systems, norms, training outlines, training rules, customer service tool system confirmation and so on. And continue to learn in the game industry, combine what you have learned with what you are familiar with and turn it into valuable results.
During this period of work, I also checked the customer service work of our previous game. Relatively speaking, it is not perfect. Maybe our previous company didn't pay much attention to this department. Judging from the working hours, although I am the only one now, sometimes I go to consult and the department's answer is not very detailed. Maybe it's because everyone is very busy, but I still hope that when our project starts, the customer service end can get corresponding support from all departments. After all, the customer service is a window of the game company. If this window gives people the impression that it is unprofessional and inefficient, the efforts of all employees in the company may fall short. Therefore, I very much hope to get strong support from relevant departments when training employees. About this month's work, some contents are reflected in this week's weekly report. Specific details need to be supplemented in the course of work.
According to the priority, the work of 1 1 month is divided into the following blocks. In my opinion, the first thing to be solved is the one-week content outline of the overall customer service training (and cooperate with the departments to make necessary improvements as needed), refine the content of the training outline (communicate with relevant departments), promote the work with game forums, sort out the operation process of detailed proposals, and cooperate with the development planning department to improve customer service tools. The rest of the trivial forms and papers need time to complete.
As for the temporary work arranged by the company, it depends on the content to determine whether all the work planned for this month can be completed and the proportion of completion.
Although there are many things related to the industry that are not very clear, I am still very grateful to many colleagues for their help. Coupled with my own efforts and confidence in myself, I believe that in the days of gradual study in the future, I will improve my previous work, and finally hope to help the development needs of the operation department and even the whole company and achieve the goal of * * *.
Answer the phone and summarize 5 selected related articles:
★ Summary of Five Selected Telemarketing Work
★ 5 summaries of excellent personal work of telephone customer service.
★ Select 5 model articles on annual work summary of telemarketing.
★ Telesales featured 5 annual work summary articles.
★ Summarize 5 selected articles every month.
★ Five selected model essays on annual work summary of telephone customer service.
★ 5 selected sales summaries
★ Summary of telemarketing experience and integration of five summaries.
★ Choose five essays for personal summary report of telephone customer service.
★ Five latest books summarized in the annual work of telephone customer service.
(1) Professional nature of mechatronics
Mechanical and electrical integration has a solid foundation and scale, and has a "double-qualified" teaching team.