Summary report of customer service post practice 1

A month's internship has made me grow a lot. With the care and support of leaders, with the enthusiastic help of colleagues, and through my continuous efforts, I quickly adapted to the environment and work. I am strict with myself in my study. With the strong pursuit of personal goals and knowledge, I have firmly mastered some professional knowledge, work and study. My work practice has improved my skills, and I can slowly grasp the psychology of different customers. My communication with customers is getting better and better, and the data such as handling volume and satisfaction are also quite good. I can strictly abide by the company's rules and regulations, actively cooperate with other colleagues and obey the command and leadership.

This internship made me feel a lot. First of all, in terms of workflow. Be prepared in advance, judge the other party's age, position, education and expected questions to be asked by the other party a few seconds before contacting the user, solve the customer's problems quickly when calling in, confirm whether the customer needs to be dealt with as soon as possible when calling out, and try to keep the customer around us for a long time instead of us to keep the initiative.

Secondly, in dealing with problems. When answering the phone, the brain must be clear, enthusiastic, generous, friendly and sincere; Try not to use the phrase "well, this, that, and so on"; Listen carefully to customers' opinions and try to solve their problems as soon as possible. Furthermore, the relationship between colleagues. Colleagues can help patiently if they don't understand, and ask humbly if they don't understand. Maintaining a harmonious relationship with colleagues is also necessary for employees, which is conducive to the overall development of the company and personal development. Finally, the most important thing is smile service. Although the customer can't see you through the telephone line, he can feel your attitude. Therefore, no matter how you feel, keep smiling and don't be rude to customers. Keep a good mood, so that even if the other person can't see you, he will be infected by you from a cheerful tone and leave an excellent impression on the other person. Because facial expressions will affect the change of voice, even on the phone, I should hold the other person and see my mentality to deal with it. Only in this way can we improve customer satisfaction.

In a word, internship in-Electrical Appliance Co., Ltd. is very tiring, but also very happy. I always believe that no pains, no gains. I hope to accumulate more experience through more social practice.

Customer service post internship summary report II

This semester, I learned a little about how to manage customers. First of all, lowering expectations equals improving satisfaction. Because half of what you buy online depends on imagination, and you can't see anything. If the picture is taken well, the customer will imagine this thing very well and perfectly, and have high expectations for this product. Moreover, when customers ask, don't exaggerate our products. If the goods are said too well, customers' expectations will be higher. They will be very disappointed when they receive something. Therefore, we should lower the expectations of our customers. When the customer imagines how good this thing is, we should tell her honestly that it is not like this, so that when the customer receives this thing, he will feel the same as our description and introduction, and he will feel very real.

Of course, this does not mean that we must talk about how bad our products are when selling, which may scare away customers. Then, we must grasp a degree. When the boss advocates our sales, we should let customers know about consumption. The so-called understanding of consumption is to let customers know in advance what services they can get in this shopping, what problems they will encounter and so on. In fact, every customer's expectations are different. On the premise of the same goods and services, satisfaction and expectation are inversely proportional, that is to say, if we moderately reduce customers' expectations, then satisfaction will increase accordingly.

Customer service post internship summary report 3

The second week of internship is still training, training. A customer service with professional knowledge and good communication skills can provide customers with more shopping suggestions, answer customer service questions perfectly, and feed back buyers' after-sales questions faster, thus serving customers better. An excellent customer service must have integrity, patience and self-control. Our mood will affect our expression, and when we are in a good mood, we may drive customers. Online customers, some are easy to talk about, some are difficult. When you meet such customers, you should control your emotions, answer patiently and deal with them skillfully. To this end, the boss specially compiled a manual for us, in order to let us better understand the work of customer service. The content of the manual also mentions the speaking skills of customer service, and good communication skills are very important. In the process of communication, the most important thing is not what our customer service says, but what we say. Here is a small example, "En" and "OK, no problem". The former is blunt and the latter is more humane. For different types of customers, we should adopt different communication skills. For those who lack commodity knowledge, we should consider recommending them from his point of view like friends, while for those who know commodity knowledge very well, we should show our appreciation for his professional knowledge. I learned a lot this week. In the training course, the boss taught us a lot and benefited me a lot. Usually, I also go to the Internet to read their posts. There, customer service veterans gave us a lot of advice, and they told us how to do a good job in customer service with their own experience.

Customer service post practice summary report 4

In a month's time, I learned a lot of knowledge and skills that can't be learned in textbooks, and I gained a lot. Here, I learned to listen, how to keep good communication with customers, and how to put myself in others' shoes. For example, in the call, we should keep interacting with customers, treat people with courtesy, and stand in the customer's point of view to worry about the customer's urgency; When customers are dissatisfied, we should appease them in time and try our best to help them solve their problems. I learned to speak in the customer service post and to deal with all kinds of people I met in the wiring process. I learned to listen and speak, to solve problems in the process of listening, to help others, and to feel the happy mood after helping others hear that thank you.

On the second day of entering the company, I started pre-job training. Training is undoubtedly hard and substantial. I learn business from the person in charge of customer service. Because the company has many kinds of business, there are many things to learn and many knowledge points to memorize. You still need to be proficient in operating several systems, so it is basically impossible to get off work on time, and even you have to remember and be proficient when you return to the dormitory.

In addition to business studies, there is another thing to learn: oral English. Learn to keep a good voice, let customers feel your positive attitude and your smile, and also learn the language skills to persuade customers and accept my words. But my colleagues around me are working hard, because everyone believes that only by mastering the business skillfully can we solve the customer's problems, do our own work well and reflect the value of internship.

During the training, the most important thing I learned was how to communicate effectively with others. For example, almost all calls made during office hours are related to work. Every phone call in the company is too important to be perfunctory. Even if the person you are looking for is not here, don't answer rudely: "He is not here" and hang up. When answering the phone, you should also try to find out the reason to avoid making mistakes. Record the case in time and send it as soon as possible.

Through the training process of learning business, learning system operation, listening to other colleagues in the department and trying to make a phone call, I began to formally answer the phone.

I was very nervous when I first answered the customer's phone and said a lot. Moreover, due to my poor business knowledge, unskilled system operation and slow query speed, I have to ask my colleagues for help in many problems, and even some customers hang up impatiently while waiting. At the same time, we also met customers who don't understand our work and company business. They vented their dissatisfaction with me and their satisfaction was relatively low.

Summary report of customer service post practice 5

During the first week of internship, my boss didn't ask me to do anything. I'm just a novice and I'm no stranger to the Internet, but in order to better embody the service concept, my boss must undergo two weeks of training before I can take up my post.

Every day this week, I waited for the boss to finish the important things and then began to train us. The content of the training is nothing more than understanding the importance of Taobao customer service and the ability that Taobao customer service needs. For an online shop, customers often see pictures, but they can't see the goods. They only use their hands and eyes to judge the quality of products, which will inevitably lead to a sense of doubt and distance. At this time, the importance of customer service is reflected. A warm reply from the customer service, or a humorous or sincere reply, will make the customer feel that he is not dealing with a cold computer, thus establishing the image of the store in the customer's mind and facilitating the transaction.

Customer service needs not only fast input ability, but also certain professional knowledge of goods. My company sells silk garments, and the boss gave us a professional course. The color fading of silk is because reactive dyes are used in silk dyeing, so the color fastness will be worse than that of chemical fiber fabrics, especially in bright colors, and the color fading will be more obvious, but it will be gone after several washes. As for the shrinkage rate, the shrinkage rate of silk clothes is controlled within the range of 5% allowed by the state.

This week, I learned a lot about silk clothing and got a comprehensive understanding of Taobao customer service.

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