Company customer service internship experience model essay (1) "Hello, what can I do for you?" "Thank you for calling, goodbye!" . These two sentences have been with me for a month and a half. In xx company, I worked as an intern in the position of hotline operator for one and a half months. During this period, through the words and deeds of the masters, I passed on my accumulated life wealth and practical experience without reservation, which played a good role of "passing, helping and bringing", which benefited me a lot and made great progress and improvement in my ideological understanding and work ability, laying a solid foundation for my future study.
As a novice, I have to pay more energy and time to study than others in order to keep up with everyone's pace. When I first got on the platform, I was familiar with the operation and processing flow of the voice platform with my hard-working attitude, and I also had a deeper understanding of the whole operation flow of the equipment, which made me more handy in my work.
However, as a public service window and an ordinary operator, the platform not only needs to know some simple technical and professional knowledge, but also needs to communicate with customers and answer their inquiries and questions. So what I need more is to master comprehensive business knowledge and good service communication skills. In my usual work, I learn all kinds of new business and knowledge newly released, fully understand its spirit and keep it in mind; For some basic business knowledge, I often look it up, so that I can review the old and learn new things, and practice makes perfect. If business knowledge is the raw material for cooking, then good service and communication skills are superb chefs. Only superb cooking can show good quality and taste of raw materials, and so can service. If you don't have good language skills and communication skills, then no matter how much you know and how comprehensive you are, you can only cook jiaozi in the teapot-you can't pour it into your stomach. So I often learn relevant service and communication skills online and apply them to service work.
In the first few minutes of talking with the caller, I listened attentively to the caller's information, maintained a polite attitude and improved the quality of my work. In case of feedback, listen to all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records, so as to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users and worry about customers.
In the continuous study, I found that my life has become rich and wonderful. Originally silent, I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities. So in the new day, I will make persistent efforts and do better.
How time flies! In an instant, I have been busy in the customer service center for a month and a half. Looking back on the past, looking forward to the future, looking back on the bits and pieces of this time, there is nothing better for me.
The experience of the company's customer service internship model essay (II) Property management is a comprehensive management adapted to the modern production mode of comprehensive development of real estate. It is a unified management related to the diversified pattern of property rights produced by the housing reform, and it is a socialized, professional, enterprise and operational management that is suitable for the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry.
During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.
Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.
The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also conducts home visits to some owners who are maliciously in arrears to deal with problems.
Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.
Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly improving employee training and improving our overall service level.
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello". xx people of xx Property are at your service at any time. Front desk service personnel must stand to serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.
The front desk reception is the service window of the management office. The main duties of the front desk reception are to keep the information channels unblocked, supervise and inspect, and dispatch and coordinate the work of various departments.
In the daily service, the front desk should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve the work efficiency, the receptionist is also responsible for the statistical filing of charging data while keeping records of manual communication, which makes all kinds of information more complete, more convenient to query and maintains the integrity of original data.
In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
Company customer service internship experience model essay (3) I had several days of pre-job training on my first day in the company. Because the company has many products, we have a lot to learn and understand thoroughly. We still have to operate some systems skillfully. Basically, I can't go to work on time, and I have to recite something when I meet in the dormitory. In addition to these business studies, there is also to learn to speak, learn to keep a good voice, and make drugs that satisfy customers.
When working formally, I still feel a little overwhelmed, so I still have a lot to learn. However, you still need to consult your predecessors if you don't understand. At first, I felt very nervous, afraid to speak, and there were many colloquial words. Moreover, because I am not very familiar with professional knowledge and the system operation is not skilled, many customers are dissatisfied this time, which will reduce customer satisfaction. However, after a period of training, I have gradually become familiar with the responsibilities of this position and will also solve some problems raised by customers. In this internship, the main contents are as follows:
Call back: According to the file, we will provide customers with telephone tracking service on a regular basis. Ask about the use of products, evaluate the performance of our products and the attitude of promoters, and make records and statistics on the reasonable use of some products. Be fully prepared before returning the call, be targeted, don't ramble, be concise and to the point, and report the potential service consumption demand to the leader in time.
Customer consultation and complaint handling. When the customer calls to inquire about the related maintenance business, please note down the customer's work address, unit and contact telephone number for future contact. In this process, we should listen carefully to customers' opinions and make records. After listening to the opinions, we should give an immediate reply. If we can't deal with it immediately, we should first pay tribute to our customers, apologize and clearly point out the time for our next reply. When dealing with complaints, don't be subjective, but deal with them calmly.
In fact, customer service is a place where you can taste the ups and downs. I didn't know anything from the beginning, and I didn't know how to tell my customers. Now that you have a little experience, it's a kind of exercise. You can exercise a person's patience. No matter how you feel, you should show your side to your customers.
To do customer service, you must have certain basic skills, and three basic skills are indispensable. First of all, we must have a good attitude, a positive and optimistic attitude, which is necessary for doing anything. Secondly, professional knowledge is essential. First, knowledge should be accumulated continuously. First, we should be very familiar with our company's products, so as to answer questions. Then, we should know our knowledge as a customer service, understand his rules and regulations, better understand our obligations and authority, and improve and better serve our customers. At the same time, when necessary, we can also use these regulations to defend our interests, and then have a good communication. There is also the need to review yourself in time, from the beginning to the present, what kind of progress you have made, what kind of mistakes you have made, and how far you are from customer service.
Our customers also have several types. To sum up, there are three kinds: one is ignorant: these customers lack knowledge, have many questions and are highly dependent. This requires us to know a lot, but also to have enough patience, avoid being simple and rude, and ask questions without knowing. One is expert: this kind of customers have a wide range of knowledge and strong autonomy. As long as you cooperate with them and keep making appropriate suggestions, you should avoid answering irrelevant questions and pretend to understand. One is half-knowledge and half-solution. This kind of customers know a little, which is subjective and easy to be subjective. Answer the customer's questions in an orderly and detailed way, and don't be stubborn and competitive. Of course, for some very picky customers, it is necessary to inform them in advance of possible problems after sale and let them decide whether to buy.
Besides work, there are many things to pay attention to when getting along with colleagues. When you first enter the company, you should learn to keep a low profile, ask more questions if you don't understand, have a correct attitude, and don't always take it for granted that Joe thinks we are fine and know everything, so you will be isolated by everyone. In conversation, the most important thing is to be honest with others and let others think that you are a friend worth making. When some mistakes happen, we should first think about whether we have done something wrong. If you don't find it, you need to learn to put yourself in each other's shoes and feel each other's feelings.
In this internship, I also got some promotion myself. The first is the change of personal role and the whole interpersonal relationship: we have changed from a student in school to a student in an unknown field, which requires us to learn a lot, not purely theoretical, so I also believe that time and practice will enable me to quickly complete the role change and truly integrate into this big society. Secondly, the ability to use language has been greatly improved. Thirdly, don't expect too much of yourself, because the higher the expectation, the greater the disappointment, but there are still appropriate expectations and hopes.
Logistics customer service is very important in enterprises. Logistics customer service refers to the mutual behavior between customers and logistics enterprises in order to promote the sales of their products or services. In the process of providing services to customers, value will be attached to the exchanged products and service centers. The company is committed to customer service, but it needs to improve the level of logistics customer service and customer satisfaction, provide customers with high-quality and most effective logistics services, and create an excellent logistics enterprise image.
With the change of industry concept and the increasingly fierce market competition, how to improve customer satisfaction and improve the customer service level of logistics enterprises has become an important topic that the company urgently needs to study and solve.
There are several problems in customer service of logistics companies: First, there are problems in after-sales service. If an enterprise wants to make a long-term profit and become strong, it must win permanent customers, maintain customer loyalty and improve customer satisfaction. When implementing this measure, satisfactory after-sales service is one of the magic weapons for success. One of the important reasons why xx has become a favorite brand of consumers is that it has done a good job in quality service including after-sales service. The company's after-sales service is still insufficient, customers are not firmly grasped, customer information management is chaotic, and information is not shared uniformly. In addition, the company can't think what customers think in time, and its rapid response ability is poor, so it can't provide the services that customers need. Secondly, if you don't understand the relationship with customers, as a logistics service provider, it would be terrible if you don't have long-term customers. I can't really understand the relationship between myself and my clients. After the transaction was completed, I only regarded this transaction as a single transaction, not realizing that I should cooperate with customers for a long time, that is, the company lacked the awareness of establishing a good strategic alliance with customers. And there is a lack of communication between the customer department and customers. At the end of a transaction, the enterprise should get the customer's attitude in time, such as what attitude the customer has towards their service, what advantages and disadvantages it has, and what links need to be improved. I think Lenovo has done a very good job in this respect. After the transaction is completed, they will ask about their services and the company needs to learn more from them. Employees also lack initiative and do not take the initiative to communicate with customers, resulting in the loss of some customers.
For the company, the nature of the customer service industry will limit the internal promotion route of employees, so it is difficult to meet the needs of employees' own growth, leading to the loss of employees and the turnover rate of employees will be greatly improved. This is a problem that all company customer service will have. First, due to the boring nature of this job, he decided that vicious employees would not be engaged in this job for too long, which actually required a lot of pressure. I think the company can try its best to provide some welfare protection for employees, strengthen the cohesion within the company, and thus reduce the turnover rate of employees.
Everyone has different choices, and I chose the industry of customer service. For me, this is a challenge and a new learning opportunity, where I can get in touch with a lot of new knowledge, know how to face customers and learn customer relationship management. Constantly improve yourself and enrich your life. As customer service, we understand the needs of customers and try our best to solve their problems, complaints and suggestions. I listen attentively and try my best to solve problems for customers and satisfy them every time. Here, I also got to know many colleagues, and also experienced the experience of teamwork, constantly improving each other's knowledge. This job has brought me valuable knowledge and satisfaction, and also exercised my language communication skills.
I have been planning my summer work plan before the summer vacation, and I have searched a lot of recruitment information on the website, but it is always unsatisfactory. Just when I was at my wit's end, I heard about a summer inspirational class organized by the poor and the old in our county. This class is run by some old people in the group. The purpose is to create some opportunities for social practice for some middle school students and college students at school. Although these amiable old people are old, they have taken great pains to start classes for the healthy growth of the next generation. I thought it was significant, so I joined this inspirational class and started my summer social practice day.
At the opening ceremony of xx, xx, students from several universities in xx province got together and talked about some hot topics recently, which made me deeply understand some ideas and concepts of contemporary college students. At that time, the atmosphere was harmonious, and everyone was full of energy and high spirits. I was soon infected by the spirit of the inspirational class. I think, in the next group work and study, everyone will get along well and work smoothly.
After the opening ceremony, some of us were introduced to a Japanese restaurant as waiters, and most of the other students were introduced to xx branch as customer service representatives. * * * Grandma Cao, who founded the Youth League, said that in the last session, brothers and sisters were introduced to xx as customer service representatives, but some students didn't stick to their jobs for some reasons ... It is conceivable that this job is very stressful, so I have to secretly increase my confidence and be prepared to bear the pressure. Any job will have certain pressure, and it can successfully cope with the pressure in front of it and turn it into motivation. I think this should be what we should learn. Since I joined the study class, I won't back down, and I will stick to it anyway.
After the interview, I am honored to officially enter xx as a customer service representative. In the first few days of training, some complicated system operations, all the staff's skillful coping skills and sensitive response ability made me feel a little overwhelmed. Am I qualified for such a job?
After the training, I finally officially started the outbound work, constantly exhaling every day, patiently and meticulously answering customer questions; Every day, I have to face many different types of people, and I face the same problem that germinates from a situation. I live a life of 3. 1 minute in a crowded bus company school every day ... after a few days, I feel that I have basically integrated into society.
Before I entered xx, I had never met so many social people. I remember that the cashier who worked before was at best the customer's complaints and nagging about the price, or the dissatisfaction with the old and new paper money. This kind of situation is generally to hold back complaints and persuade customers to explain the past. I am a person who is afraid of trouble. I don't want to be enemies with anyone. My current mentality is that more things are better than less things. Therefore, I rarely have a head-on conflict with others, and I am rarely scolded by others. My understanding of society is limited to a very small aspect. Naively, I thought that society was not as complicated as I heard, and society was just a big individual. But I have experienced a lot, such as scolding, making things difficult, complaining, dissatisfaction, etc., and gradually walked out of the small corner of a simple society and entered the big society. When I was accused before, I couldn't squeeze out a word. Up to now, when I meet some frustrated customers yelling at the other end of the receiver, I feel fearless in times of crisis. I can even respond to customers politely and patiently and listen to their words. Looking around, tears of disappointment are bound to flow out. As the old saying goes, it's impressive to leave after three days. I think I can be a "scholar" in this old saying.
Customer service department is the window of the company's external contact and plays a vital role in establishing the brand image of the company. Customers are the lifeblood of the company, and the customer service department is the bridge between customers and the company. Therefore, it is very important for the company to do a good job in customer service. How can we do a good job in customer service? The key lies in improving service quality from the perspective of customer service representatives and improving product (service) quality from the perspective of companies or manufacturers. If there is a complaint, solve the problem for the customer as soon as possible. If the problem is the customer's own use method or other problems, it is necessary to guide the customer to use it correctly or provide a satisfactory solution for the customer. "Customer first" is always the first concept of customer service staff. Always stand in the customer's point of view to solve problems for customers, then the company's loyal customers will be more and more. In the specific work, formulate the customer service process suitable for our company, standardize the management system of customer service department, and conduct necessary training for customer service representatives on a regular basis. Complaints are always the focus of customer service. According to the data of previous telephone calls, among every 100 customers who sell products or services, 10-20 people are dissatisfied with the products (services). Of the 10 people, only 2-3 people called to complain. Therefore, once a customer complains, it must be that the customer is very dissatisfied with the product (service) and has grievances in his heart. Therefore, complaints must be resolved immediately, and customer dissatisfaction must be extinguished at the initial stage. If the customer feels that the product (service) is not good enough and the customer service can't help him solve the problem, then the company will lose this customer forever. Customers of any company are accumulated one by one. The first one is lost, and there will be a second one.
To do a good job in customer service, the psychological quality and personal quality of customer service personnel are the key. An excellent customer service staff should let the customer feel that you are sincerely serving him when receiving a phone call from the customer or facing the customer, and let him feel that you are willing to serve him from your voice and expression. Don't answer the phone or meet customers with emotion, which will only infect customers with bad emotions and make work more difficult. The most important point of customer service: always think from the customer's point of view. The so-called "empathy" is to understand customers' emotions, empathize with customers' situations and feelings, and meet customers' needs. An excellent customer service representative is always an excellent psychologist. He feels what customers feel, thinks what customers think, explores the ultimate goal of customers, and takes this as a guide to carry out the service work that customers really need. As customer service, this is the first thing to do. In addition, good communication skills and the ability to accurately judge customer psychology are both necessary for customer service. No matter whether the customer complains or consults, we can learn some useful information from it, which can guide the customer's emotions, effectively provide the customer with the services he wants and wants, make the customer feel satisfied, give the customer a sense of trust, and make the customer feel that someone is really serving him. If you can do this, you are a professional customer service staff!
In addition, besides my experience, I have also developed some small habits of life.
Start with the little things around you. "It's nine o'clock!" Hearing someone shouting, colleagues stood up and walked to the door. The messy stools and crooked tables are the scenes when we first entered the company and stayed in the training room after the training. After getting up, everyone should put the stool back in place; After work, turn off the computer, turn off the monitor and put away the keyboard and mouse. I have worked in the company for more than a month, and now these have become a habit of mine. When we first entered the company, the manager organized some etiquette and sitting training for us, and paying attention to details gave us a good start. Several times when I was on the night shift, I saw the off-duty manager tidy up the messy stools, help the employees who didn't turn off the computer monitor, and put the keyboard and mouse neatly on their desks. Let me know: if you want to do a good job, you must start from the little things around you!
In order to get one thing, you must give up another. When we are doing something, we always have this nagging, always saying "I used to …" and "At the beginning …" because we have never thought about how different we will be when we do these things, and what we will give up when we want to do well and get such things. Just like our work, we should be enthusiastic, polite and patient when calling; Users may be fierce, unreasonable and even scold you. You are wronged and angry, and you don't want to listen to him anymore, but you have to fight him to the end! Do you want to do a good job? Yes Do you want to be an excellent customer service representative? Yes Then we should put aside all this and see our choices clearly, because we want to do it well.