Summary of logistics customer service experience 1
In 20__ years, 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 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.
Summary of logistics customer service experience II
Although I became a logistics customer service staff at the beginning of the year, I was worried that I could not integrate into customer service because I didn't have any experience in logistics before. However, from the first day I entered the company, the corporate culture of "Qi Xin working together and aiming high", the relaxed and harmonious working atmosphere and the patient guidance of the customer service manager and colleagues made me adapt to the working environment of the company in a short time and get familiar with the whole operation process of the company. The following is a summary of my work in the first half of the year.
First, be strict with yourself and do your job well.
In the work of customer service department, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, learning from my colleagues with an open mind, learning from their many good work habits and accumulating experience in my work. The company pays attention to the harmony of time limit, so our customer service should conform to the spirit of the company, be polite and be very careful when accepting, tracking, inquiring and confirming the receipt of goods. I will also strengthen my business knowledge, constantly improve and enrich myself, hoping to be independent as soon as possible and make more contributions to the company. But I have also made some mistakes in my work, so I will consider all kinds of problems more comprehensively to prevent similar mistakes from happening. Here, I would like to thank Manager X and my colleagues for reminding and correcting the mistakes in my work in time.
Second, deepen the understanding of customer service.
After becoming a full member of X, I have a deeper understanding of customer service and improved my ability to deal with problems and emergencies. First of all, I think "carefulness" is the most important thing in customer service. For example, at the time of acceptance, it is necessary to obtain product information and customer requirements as detailed as possible; When registering and inquiring with the operation department, we should know the actual situation of goods in transit and arrival as much as possible, and have the ability to speculate and judge the follow-up situation based on this information, and answer customers' inquiries in a short way to satisfy customers.
Third, we should be good at finding our own shortcomings in our work.
Find out the problems, causes and solutions in the work, and constantly improve and improve. So it is very important to pay attention to the details of logistics work. If there are any anomalies that are inconsistent with the past, we should observe them calmly, do not blindly deal with them, and conscientiously implement them. Instead of emphasizing "self-centeredness", we emphasize "the overall interest is supreme" and carry forward the spirit of "someone is responsible for my obedience and no one is responsible for my responsibility" in our work. For example, when accepting, replying to customers and accepting instructions from leaders, don't rely on subjective imagination, step by step and take simple things seriously. I remember a saying called "simple things, you can't stop when success comes".
Fourth, improve the efficiency of logistics customer service.
For logistics, success means punctuality, correctness and efficiency. Work is to be a man before doing things, personality determines fate, attitude determines everything, and communication solves everything. If you have a problem, you should be brave enough to bear it. For example, there is a mistake in losing the bill, or the things on duty on weekends are not handled properly. It's okay to say "I'm sorry, I lost it" or "I'm on duty", otherwise it's not good for everyone to bear it together. Don't pass the buck when something goes wrong. Tell me about the situation and reasons at that time. Let's learn from it and avoid making the same mistake next time. Maybe the leader will praise him for being honest and a good employee. This will also ensure peace and unity among all departments.
When something "gets in the way" occurs at work, what unhappy things appear in life should not be emotional and should not affect work or others. Treat colleagues and leaders as friends and express your thoughts and suggestions. Because you will deal with unexpected things at any time, logistics work should have a normal heart, a kind heart, whether what you say will hurt others, whether there will be contradictions and so on. , to increase the sense of collective honor and enhance collective cohesion.
Think of the company as home and save every bit of energy. Regard colleagues as friends, and enhance the cooperation spirit and collective cohesion of team members. I think we will be better in the second half of the year!
Summary of logistics customer service experience 3
Twenty years have passed, and when I look back on my work in the past year, I am deeply touched. Time flies, I have been working in the company for more than a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Customer service staff should not only receive all kinds of logistics progress, consultation, complaints and suggestions from customers, but also follow up the work of various departments in time and pay a return visit to customers. In order to improve work efficiency, we should also be responsible for the statistics and archiving of all kinds of information, so that all kinds of information can be stored more completely, searched more conveniently, and the integrity of original data can be maintained, and all work should be carried out according to standards.
The following is a summary of my main work in the past year:
1, archive the customer's files as required, and track and update them in time when changes occur.
2. Respond to customers' inquiries in time and record them on the logistics information registration form.
3. Classify the problems reflected by customers and contact the courier for follow-up feedback.
5, accept all aspects of information, notify the relevant departments and personnel for processing, and make records at the same time, and track this process, after the completion of a return visit.
6. Data input and file arrangement. Seriously enter and print the company express, make forms and documents according to the needs of each department, and draft reports.
7, the replacement of old and new forms and put into use.
8. Complete other tasks assigned by superior leaders.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. Customer service work summary and plan. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. Now I deeply understand the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
Summary of logistics customer service experience 4
I entered _ _ logistics and worked as a customer service specialist for more than a year. On the occasion of the new year, I want to make a summary of my work here and hope to make greater progress in 20__ years.
I don't have any experience in logistics before, and I'm worried that I can't integrate into customer service. However, from the first day I entered the company, the company has always emphasized the corporate culture of "Qi Xin working together and aiming high", the relaxed and harmonious working atmosphere, and the patient guidance of the customer service manager and colleagues, which enabled me to adapt to the working environment of the company in a short time and get familiar with the whole operation process of the company. In the work of customer service department, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, learning from my colleagues with an open mind, learning from their many good work habits and accumulating experience in my work. The company pays attention to the harmony of time limit, so our customer service should conform to the spirit of the company, be polite and be very careful when accepting, tracking, inquiring and confirming the receipt of goods. I will also strengthen my business knowledge, constantly improve and enrich myself, hoping to be independent as soon as possible and make more contributions to the company. But I have also made some mistakes in my work, so I will consider all kinds of problems more comprehensively to prevent similar mistakes from happening. I would like to thank _ _ manager and colleagues for reminding and correcting the mistakes in my work in time.
After becoming a full member of customer service in _ _ company, I have a deeper understanding of the work of customer service and have a relative improvement in dealing with problems and emergencies. First of all, I think "carefulness" is the most important thing in customer service. For example, at the time of acceptance, it is necessary to obtain product information and customer requirements as detailed as possible; When registering and inquiring with the operation department, we should know the actual situation of goods in transit and arrival as much as possible, and have the ability to speculate and judge the follow-up situation based on this information, and answer customers' inquiries in a short way to satisfy customers.
Find out the problems, causes and solutions in the work, and constantly improve and improve. So it is very important to pay attention to the details of logistics work. Second, don't be subjective. If there are any anomalies that are inconsistent with the past, we should observe them calmly, do not blindly deal with them, and conscientiously implement them. Instead of emphasizing "self-centeredness", we emphasize "the overall interest is supreme" and carry forward the spirit of "someone is responsible for my obedience and no one is responsible for my responsibility" in our work. For example, when accepting, replying to customers and accepting instructions from leaders, don't rely on subjective imagination, step by step and take simple things seriously. I remember a saying called "simple things, you can't stop when success comes". For logistics, success means punctuality, correctness and efficiency. Third, be brave in taking responsibility. Work is to be a man before doing things, personality determines fate, attitude determines everything, and communication solves everything. If you have a problem, you should be brave enough to bear it. For example, if you make a mistake when entering the order, or if you don't handle things properly when you are on duty on weekends, it's okay to say "I'm sorry, I dialed the wrong number" or "I'm on duty", otherwise it's not good for everyone to bear it together. Don't pass the buck when something goes wrong. Tell me about the situation and reasons at that time. Let's learn from it and avoid making the same mistake next time. Maybe the leader will praise him for being honest and a good employee. This will also ensure peace and unity among all departments. Don't get emotional at work. When something "gets in the way" occurs at work, what unhappy things appear in life should not be emotional and should not affect work or others. Treat colleagues and leaders as friends and express your thoughts and suggestions. Because you will deal with unexpected things at any time, logistics work should have a normal heart, a kind heart, whether what you say will hurt others, whether there will be contradictions and so on. , to increase the sense of collective honor and enhance collective cohesion.
Finally, regular or irregular internal and external training. The enterprise's strategy is changing, and the ability to implement it is also changing. Therefore, it is necessary to communicate with employees in work and life, communicate with employees ideologically, conduct business training for employees (such as master taking apprentices), and conduct all-round quality training. Such as aviation common sense training, internal experience exchange, external study tour, logistics management training and so on. The advantage is that the company has high-quality talents to adapt to the current development and changes, while employees better enrich themselves, better complete their work and pay more.
Think of the company as home and save every bit of energy. Regard colleagues as friends, and enhance the cooperation spirit and collective cohesion of team members. Think in one place and work hard in one place. I think our company will be better!
Summary of logistics customer service experience 5
Time flies and a new year is coming. In the next 20__ years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now make a summary of the work in the past 20 years.
First, the basic content of the front desk work.
The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20__, 165438+ 10 June, I started to be the front desk, knowing that the front desk is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.
Second, the experience and lessons of the front desk work.
Before working in _ _ _ _ enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.
Third, the next work plan of the front desk.
Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!
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