Summary is a written material that comprehensively and systematically reviews and analyzes the study, work or its completion in a period. You can make clear the direction of the next work, make fewer detours, make fewer mistakes and improve work efficiency. The following is a summary report (5 articles) of customer service work that I have compiled. I hope you like it.

Customer service summary report 1 Looking back on the customer service department of property management company for 20 years, it can be said that all management functions have been further developed and continuously improved. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of the preliminary improvement of various rules and regulations in 20__, the focus of 20__ is to deepen implementation. Therefore, the customer service department will deepen the knowledge and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Make use of the regular meeting time of customer service department every Friday to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".

Third, the daily maintenance processing

According to the workload statistics of each weekend, "Daily Reception" has received more than ten kinds of maintenance. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. Collection of residential property fees _

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in _ _ _ District. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, we completed the quarterly meter reading work in District _ as scheduled, and completed the new task assigned by the company-the first meter reading work in District _.

Six, _ District bottom commercial leasing work

We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.

Seven. Take back some buildings

In _ month, the recovery of _ # and _ # was completed; At the same time, the recovery of some relocated buildings (units _ #- 1 and 2) has been completed.

Eight, "Love is the Yushu Earthquake in Qinghai" organized fund-raising activities.

After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to hold a fund-raising activity in the community to "dedicate a love for the people in the disaster area", which was completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine, during the festival, the park decoration and layout.

Actively complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival attracting young people's attention), and bought Christmas trees and various decorations in the community hall.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company, and put forward reasonable suggestions.

In a word, on the basis of 20__ years' work, we are full of confidence and hope for 20__ years. In the new year, we firmly believe that as long as we work hard, immerse ourselves in hard work, actively explore and be brave in making progress, we will certainly be able to complete all the work indicators issued by the company with "hard work".

After 20 years of customer service summary, I learned about the workflow of express delivery company through my work. As a logistics customer service staff, I came into contact with the field of express delivery logistics. What I have done may be complicated, but it is an unforgettable experience, with helplessness, experience and sentiment. Contemporary college students should boldly go out and exercise their survival ability. The follow is a summary of my personal work:

First, deal with the problem.

Some express mail recipients have the wrong phone number, or the phone is turned off, or the address of the recipient is beyond the service scope of the courier company, that is, beyond the area, the salesman can't deliver it, the recipient is unwilling to pick up the express mail at this station, or the express mail is damaged or sent by mistake during delivery. The customer said that he didn't know the sender and asked to return it. An express mail with this problem that cannot be delivered to the recipient is a problem.

As customer service staff, we should deal with problems in time. For the express mail beyond the service scope of the courier company, the customer service staff should first call the recipient to explain the situation and let the recipient pick it up at this station. If the customer is willing to pick up the parts at this site, the customer service staff should explain the specific address of this site to the customer, and then put the express mail in a special framework for the customer to pick up the parts. For all problems, it is necessary to report the situation to the national networking system, and report the receiving problem to the sending place of the express mail through the cuckoo. After contacting the sender, the customer service of the sending place will inform the customer service of this site in time after determining the solution. For damaged packages, after determining the weight, they will generally be repackaged by this site and sent out. For the wrong number, the customer service at the sender will contact the sender to determine the new contact information of the recipient, and then inform the customer service at the sender through the cuckoo, and the customer service will handle it in time. For the express mail that is not in the area and the customer does not pick it up at home, the customer service at the sending place will generally choose to turn it over and let other courier companies send it.

Second, upload the express data sent and received by this station.

Express the express mail sent from other sites to this site. When the express mail sent by this site to other sites enters the warehouse, the salesman scans the data with a gun scanner. After the salesman started sending parts, the customer service staff uploaded the gun data to the national networking system, so that the system could show that it was sending when making online inquiries. Then compare the express mail received by this site with the express mail data to be sent to this site on the system, get the express mail data whether it has arrived or not, and send the data to the quick discussion group to remind the sending site to follow up in time.

Third, answer the phone and serve customers.

Some companies or individuals call to ask for some information, such as the calculation method of express delivery company charges and whether express delivery can be delivered to a certain city or town. For this problem, we should look up the latest national service scope table on the computer or call the relevant website to ask. The receiver or sender calls in and asks if there is any express mail being delivered, where it will be delivered, when it will be delivered to the receiver, and if it has been signed, whether it will be signed for me. For this kind of problem, customer service personnel can find the information they want by entering the express number on the system.

This kind of work is complicated, so you should pay attention to polite language when answering the phone. Some customers don't want to pick up the express mail themselves, and they will be very dissatisfied with the service of the courier company and complain to the customer service staff. Some customers' express mail is urgent, and they always call in to urge them, that is, to ask the salesman to send a certain express mail. These situations often happen, and a person will be too busy, so we should prioritize when dealing with these problems. This kind of work tests people's ability and endurance in dealing with emergencies.

The above is my personal work summary. I hope we can solve all the problems without complaint in the new year.

20 _ _ will be a brand-new year. With the continuous improvement of our service quality and the gradual improvement of supporting facilities in the community, the property management company will move towards a higher and stronger goal, and all employees in the customer service department will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the property management company!

20__ year work plan of customer service department:

First, follow up the situation reflected by the owner in the 20__ year satisfaction survey to increase the 20__ year rate.

Two, continue to standardize the work process, earnestly implement the responsibilities of each position.

Third, implement the "Basic Code of Conduct for Employees" to improve the quality and service level of employees.

Four, according to the company's requirements, in 20__ years to the customer service department staff professional quality and professional knowledge training, timely assessment.

Five, continue to implement the current property fee collection mechanism, and constantly improve in practical work.

Six, complete _ _ balcony maintenance work.

"One year's good scenery must be remembered, especially when it is orange and green", which is another year's harvest season. First of all, I would like to thank all the leaders for their careful cultivation over the past year, and thank all my colleagues for their help and concern, which has enabled me to make continuous progress and growth in the customer service family of Bank of Communications. Here I want to sum up my work in the past 20 years.

Be loyal to your duties and overcome difficulties sincerely.

20__ is the second year that I entered the "Bank of Communications Financial Services Center (Nanning)". With the increase in the number of Bank of Communications customers, the increase in marketing activities, the increase in bank interest rates and other factors, the demand for Bank of Communications customer centers is increasing, and the daily telephone traffic of Bank of Communications customers has doubled compared with last year. Due to the shortage of telephone operators' human resources, work needs, personnel deployment and other reasons, the customer service traffic of Bank of Communications remains high, and the connection rate continues to decline. Faced with this situation, I deeply realize that as an ordinary customer service representative of Bank of Communications, I should always maintain a conscientious attitude, never give up when the company is in trouble, and dare to accept challenges.

Willing to contribute, promote the flowering of happiness.

It is with this dream that I am not afraid of hardship and fatigue, and I am willing to contribute my own strength to the customer service of Bank of Communications as a support. With my skillful experience in connection, the output of connection increased from 50-60 a day to 80-90 a day, and the highest output was obtained in the financial service center of Bank of Communications for three consecutive months, and the satisfaction rate of transfer evaluation was as high as 99. More than 0%. When sharing these experiences, I often tell you that "two more and two less" is actually less effort, less rest, more patience and less impatience in peacetime work, so as to achieve a win-win situation of output and satisfaction.

As a customer service staff, the biggest wish is actually that customers recognize our services and solve their problems satisfactorily. I still remember a story with a client this year, which happened on National Day. At that time, a middle-aged gentleman called us for help, saying that he was in a hurry to transfer some money in Hong Kong and could not install the certificate through online banking download, which worried the guests at that time. After patient appeasement, communication and analysis, it was found that the customer did not install the U shield installation program before downloading the online banking certificate, which made it impossible to install it. After understanding the situation, after patient and repeated explanations, the customer's impatience calmed down, and finally the online banking transfer operation was successfully completed. The big stone in the customer's heart was finally put down. At this moment, I won the praise of customers, and my heart was flattered and warm.

Carry forward the past and sail into the future.

For 20 years, I took the initiative to join the youth exchange organized by the Youth League Committee of the Financial Services Center, which added a lot of color to the activities of the Youth League Committee of the company. I also thank the center for giving me a big stage to show my hobbies and expertise, and enriching amateur cultural exchanges between colleagues.

In 20__ years, I will continue to advance towards my dream. I passed the adult college entrance examination in my spare time, and now I am studying computer science as an undergraduate, constantly improving my cultural level. I hope I can approach the IT department of the company with my own professional knowledge, strive to become a qualified IT technician, and make a good career transition from service personnel to support personnel.

Time flies, and in a blink of an eye, 20__ years have come quietly. Looking back on 20 years, I thought a lot, felt a lot and gained a lot. I am busy, harvesting, tired and happy. Here, I would like to express my heartfelt thanks to the leaders and colleagues of the company, and thank the company for providing a growth platform for me to keep learning and making progress in my work. I learned a lot, learned a lot, and realized a lot. Each of us keeps growing in summing up and improving ourselves in reviewing. In the past 20 years, I have also completed my work in a down-to-earth manner in summary and review. My work in the past 20 years is summarized as follows:

First, do a good job in document production.

Making a bill is a simple and tedious job, with great responsibility and related to the development of the company. The daily work is to properly arrange the delivery of all bills sent back by the salesman. In this process, there can be no missing orders, wrong orders or wrong goods. From receiving orders to invoicing to auditing bills, including logistics, collection and payment, there can be no mistakes. I remember at the beginning, because of your carelessness, there were several. The company has established a reward and punishment system, and it is right to punish hundreds. I am very grateful for this system, which has taught me to do one thing seriously. I learned a lesson from this incident. In my later work, I seldom make mistakes and finish every job seriously. Only with a serious and meticulous work attitude can we better complete the work arranged by the leaders. I believe that the strict system will make people grow faster!

Second, do a good job in customer service and follow-up work.

First of all, customer service and follow-up work strictly require you to take your job seriously, attach great importance to the annual sales tasks set by the company, and strive to complete the monthly planned tasks of the company. I didn't set a goal for myself before. Until June 5438+February, the goal was 60,000 yuan, but actually I only achieved about 3,000 yuan, which is a far cry. I also need to learn professional knowledge, improve my communication skills, and strive to improve my performance in my future work!

The main work of customer service documentary

1. Responsible for calling customers regularly every month to maintain the relationship between the company and customers;

2. Be responsible for customer ordering, replenishment and payment follow-up, and communicate with customers about the delivery of goods;

3. Responsible for sorting out customer information, data statistics, keeping customer information and _;

4. Solve the work problems and complaints fed back by the sales department and customer service department.

Customer follow-up is a long-term, complex and comprehensive work, and it is also a very challenging work. It requires a strong sense of responsibility, excellent professional knowledge, self-confidence, judgment and execution, and good adaptability in dealing with things, which is a job to comprehensively improve personal comprehensive ability. I remember an expert in actual combat training once said, "If you do simple things repeatedly, you are an expert; Do those repetitive things with your heart, and you are family. " Therefore, in the future work, we will constantly improve our service awareness, turn simple work into difficulty, and achieve a win-win situation for customers, companies and ourselves, so that more customers can accept our services and more customers can accept our products!

Third, bring new people, set an example, do your best without reservation.

During the period when I took over Liu Lu and Zhou, I also grew a lot, which made me understand that as a teacher, I should set an example. In the work of invoicing, I strictly ask them to be careful, earnest and check more. If they don't understand, they have to ask, and there can be no mistakes in invoicing. In customer service billing work, they are required to dare to call and communicate with customers to help them solve problems. They should introduce our company confidently and be familiar with our products and quotations. After a month's training, they have been able to independently complete the work of receiving orders, making documents, reviewing documents, billing customers, statistics and so on.

When training Liu Lu and Zhou, I thought I had no reservations. I explained them one by one, told them again and again, and corrected their mistakes again and again. Now that they have grown up, they don't need my nagging anymore, but sometimes reminders are necessary. For newcomers, small mistakes again and again are paving the way for doing their job well in the future. As the saying goes, once you fall, you will gain wisdom. My duty as a new tour guide is to give them a little encouragement when they make mistakes, find out the mistakes with them and let them know to avoid making the same mistakes next time.

It is also a challenge for me to bring new people this time. While bringing new people, let yourself sort out your work ideas from beginning to end. After I have a clear working idea, I can better guide newcomers and let them understand and standardize their work fields faster.

Fourth, the direction of future efforts.

1. Strengthen customer service documentary professional knowledge and business sales knowledge, improve communication ability with customers, and improve the service quality, work level and work efficiency of customer service team.

2. Constantly improve yourself, seize every opportunity to learn and grow, devote yourself to work and study with full enthusiasm, and accumulate necessary professional knowledge and basic skills for your work. You will strive to further improve your working ability in all aspects and face your daily tasks with a positive attitude.

3, correct work attitude, to hold the right attitude, down-to-earth, diligent efforts to complete the work assigned by superiors; In the future work, I will continue to study, forge ahead and improve myself in order to better complete my job.

In the new year, I want to make my work more perfect, faster, more correct and more focused. I believe that I can achieve an extraordinary self in an extremely ordinary career and in an extremely humble position. I am very happy to join the team of Olyson, work with you, make progress and grow together. Thank you for your careful care and tolerance, although I am very happy. Diligence determines success or failure, details determine success or failure, and attitude determines everything. As long as we get to know each other better and communicate with each other, and work together, I believe that 20__ will create more brilliance and HSBC will have a better tomorrow. I wish Aolisheng every success, by going up one flight of stairs!

20__ _ _ _ _ _ _ _

Chen Haiyan

Customer service work summary report 4 Unconsciously, a busy year has passed. Looking back on this year's work process, I deeply feel the enthusiasm of Yingu enterprise's vigorous development and the spirit of Yingu enterprise's hard work and enterprising spirit. As an employee of Yingu Meiquan, I am proud of being a Yingu person, and I am willing to grow and progress with the company. The following are some of my experiences and understandings in the company over the past _ _ years.

I. Personal Sales Overview and Experience

I am an ordinary employee of Yingu Meiquan Sales Department. When I first came here, I was not very proficient in real estate and unfamiliar with the new environment and new things. I'm stiff, too But with the help of company leaders and enthusiastic colleagues, I quickly learned about the company's corporate atmosphere and the knowledge and information about the real estate market related to the project. I also deeply feel that I shoulder a heavy responsibility. As the "image ambassador" of the company, I am a window of the company. My words and deeds also represent the image of a company. So I want to improve my quality and set high standards for myself. On the basis of high standards, I have to strengthen my professional knowledge and skills. In addition, I must have a broad understanding of the whole real estate market and stand at the forefront of the market. After this period of training, I have tried my best to become a qualified salesperson and do my job well.

Facing the ups and downs of the real estate market, under the guidance of the company's management, Yingu Meiquan opened the first phase this year 1 month, and sold 90% in seven days, ranking second in the city's commercial housing sales this year 1 month, which became a much-told story. Of course, this is inseparable from the active work and cooperation of each of our colleagues. Individuals finally got a good result of the contract amount 18277202 yuan, and all the money was paid back. After this period of tempering, I not only gained a lot of professional knowledge, but more importantly, the spiritual outlook of Yingu people moved me all the time and improved me in all aspects.

Yingu Meiquan has sold the opening amount of 1/3 since the opening of the second phase of the company at the end of 20 _ _, and its products are excellent and its reputation is high. Among them, 3 or 4 people occupy a larger area. It can be proved that under the unfavorable market conditions, buyers with certain economic basic conditions still recognize our products, and at the same time, they have attracted the attention of their peers, received many sales from the same industry and planned market adjustment.

Second, personal sales.

Job responsibilities are the job requirements of employees, and also the standard to measure the quality of employees' work. Since I have been engaged in sales, I have been taking my job responsibilities as the standard of action, starting from bit by bit in my work, and demanding my behavior in strict accordance with the terms of my duties. So far, in the sales work, I can start with the product knowledge, carefully analyze the market information while understanding the real estate knowledge, and make a suitable marketing plan for myself, so as to improve myself. In short, this year's practice made me realize that as a salesperson, sales skills and performance are very important, which is the standard to test the success or failure of a salesperson. This year, affected by the global financial crisis, the real estate industry as a whole is not good, and it lacks adaptability to the rapidly changing market, resulting in poor customer control and poor performance in the second phase. Sales is a long-term and step-by-step work, and there is no perfect product. Familiarity with product knowledge is the premise of good sales, and service enthusiasm is also very important for sales staff, so sales staff should correct their working attitude, so as to communicate with customers and make them satisfied with your sales plan.

Three, 20__ year work plan

Summing up my work in the past year, I still have many problems and shortcomings in my work. I need to learn working methods and skills from other salesmen and peers to learn from each other's strengths. _ _ I plan to summarize and improve my work gains and losses last year, focusing on the following two aspects:

(1) According to the sales situation and market changes in 2008-_ _ _, I plan to concentrate more on: enriching and strengthening my real estate sales skills, perfecting and consolidating my theoretical knowledge through constant training with colleagues and negotiation with customers or similar sales practices, constantly improving my comprehensive quality and better fulfilling the company's sales tasks.

(2) In order to ensure the completion of the sales tasks set for yourself in the new year, we should actively collect market information and collect records in time. Not only that, you should keep abreast of the current news and the dynamics of the whole market. Read more books when appropriate, which will not only increase your knowledge, but also increase the content of negotiation with customers, and will not make the negotiation single, and strive to rise to a higher level than in _ _.

Four, some opinions on sales management

(1) In _ _ _ _, I hope the company can provide perfect sales props (model rooms) for salesmen as soon as possible, so as to cooperate with salesmen to better complete sales performance, facilitate customers to clinch a deal and promote sales.

(2) Due to the shrinking market, fierce competition among peers and falling prices, _ _ leaders should carefully investigate and synthesize the market situation and the information feedback of sales staff to work out the three-phase price that conforms to the market situation and stimulate sales staff to be more enthusiastic about sales.

For me, this _ _ year in Silver Valley is a meaningful, valuable and rewarding year. I believe that with the efforts of every employee, Bank of China Valley Meiquan will have new breakthroughs and new atmosphere in the new year, and can achieve good results in the increasingly fierce market competition.

Customer service work summary report 5 I. Work content:

This week's work mainly includes the following four points:

1, do a good job of sorting out the basic information and reflect the customer's situation and information to the factory in time;

2. Do a good job in order tracking: after the customer receives the order, confirm whether the customer pays and whether the daily order can be delivered on time;

3. After-sales tracking: whether the customer confirms the receipt, tracks the time point of receipt, and whether there is any return;

4. Maintain old customers, keep in touch frequently, and know the latest trends of customers' demand for products. In addition, we should introduce the latest products of the company to our customers to determine whether they need them.

Second, the problems existing in the work

1, express delivery problem, many of our products are equipped with motors, but our major logistics providers have express delivery restrictions in some areas, which leads to the lag of logistics transportation.

2. Due to the lack of product knowledge and the limitation of business level, I can't convince customers well in the process of communicating with customers, and I can't let customers place orders at the first time. In this respect, I still need to continue to learn to improve my product knowledge and improve my business level.

3. Different product quality problems have different degrees of customer response. Need to collect more customer feedback, and then feedback to the product department for adjustment. I think product quality problems exist objectively. Different manufacturers have different production requirements, which leads to many after-sales problems, and we need to communicate and adjust with the production department in many ways.

Third, plan for next week.

1. Old customer maintenance: mainly order tracking, ensuring delivery on the day of ordering, and logistics tracking.

2, do a good job of after-sales tracking, last month failed to do a good job in this regard, so we must make hard indicators to gradually improve.

It is our important task to catch new customers. Many orders come from new customers, and we strive to seize every customer to buy our products.

4. Insist on learning product knowledge and improve your business level. Things change all the time, and I need to constantly add new knowledge to enrich myself. Insist on going out for a walk, insist on regular and effective communication with customers, and truly understand what products customers need.