Telephone customer service 1 work experience
In 20__, I went to China Unicom Qiqihar Branch to do customer service. It took me a day or two to realize that it was not easy. It took me a while to enter the society and I had to feel the pressure of employment more deeply. Telephone customer service internship report.
On my first day in the company, my tutor showed me the working environment, business knowledge and workflow. After the first week, I deeply realized that there were so many statements about customer service, and my previous understanding was so one-sided. Customer service is divided into many groups. It is roughly divided into traffic group, business processing group, complaint group, quality inspection group and editing group. The traffic group is obviously responsible for answering the phone and helping users record requests or suggestions. The business processing group is responsible for helping users start and cancel business. The complaint group clearly accepts complaints and gives users a reply. Quality inspection group, that is, quality inspection, mainly monitors the recording of traffic group. Of course, we don't listen to every recording, but randomly select it, and then sort out the monitoring situation, including qualified and unqualified situations, and then feed it back to the traffic group. The main job of the editing group is to receive the business assigned by the superior, organize, edit and train each group. Finally, I got a preliminary understanding of the business and gradually entered the working state.
The next week, my work task was decided. I am a customer service staff entrusted by Unicom to do telephone sales-to handle the ringing business. Although I have had experience in telemarketing before, this time I am acting as a customer service manager, which is a combination of operators and marketers, so communication is a very important way of communication. In the endless prospect of business, how to communicate well and how to communicate from the heart must be left to yourself to ponder, and we should gradually experience and use experience in practice to improve work efficiency! After a few days of training and practicing the manuscript, I am now "ready to fight" to communicate with customers. We mainly handle bell ringing business for customers. Although I have had experience in telemarketing before, this time I represent Unicom, so I should pay special attention to language communication in telemarketing. If the service has a word, it must be used correctly. For this industry, language skills must be good: first, there are positive language expressions, not negative language; Second, if I can, I don't need you; Third, don't say "no" if you can; Fourth, it involves corporate image, avoiding reality and being empty; Fifth, reduce the mantra.
By the third week, I have gradually entered a good state and can handle business skillfully. Due to the busy business this week, the daily workload is relatively heavy. Once, my heart was too anxious. As soon as I connected, I introduced the ringtone service. When asked if he needed it, he said, "Sorry, I don't know". I didn't know whether I was angry or embarrassed. I can only talk back and forth in my humble foreign language. It must have been awkward at that time. Because as soon as I check the phone number, he only needs to answer "yes" or "no", so I just introduce my product. Foreigners can still understand simple Chinese without good communication. If my foreign language is better, it will be much more convenient to introduce my business in English at least. Therefore, learning a foreign language well is also very important. Even telemarketing needs foreign language proficiency, and foreign language participation is indispensable in our life. I realize that I need a cool head to do any work, and I can't eat hot tofu if I'm impatient.
This is the last week of my internship. Finally, I had to end this internship. This week, I started my work again. I dialed another customer's phone. I said, "I'll give you a brief introduction to the ringing business ..." The customer asked, "Do you need money? How much is it a month? " I can understand the customer's mentality now. This shows that he attaches importance to cost, he will highlight the selling points for these people, and will not charge a monthly fee this month. Through this month's internship, some customers can listen patiently, so I will carefully introduce the business content and highlight the side that can help them. Men and women also have different methods. Generally, women are greedy and cheap, and men are frank. So as soon as they open their mouths, they will say, "Our company has preferential activities. Can I introduce it to you? " In this way, they will listen patiently, and men generally don't use this method.
Telephone customer service experience II
Since joining the company for half a month, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Taobao customer service, and have officially started working. Now I will study my work and study experience, main points and problems in my work in stages, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.
First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal.
Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible.
The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices. Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other states, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what the situation is, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time.
In the process of negotiation, it is a great test of one's communication level and negotiation ability. How to deal with the guests skillfully can not only keep the price fortress, but also make the guests feel that our price is the lowest and can't be lowered any more. This requires them to constantly learn and improve their communication skills at work. Farewell steps are also essential. Regardless of whether a deal is made or not, we should maintain a unified and enthusiastic attitude towards every guest.
Telephone customer service experience 3
"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 summarize the work of 20 19.
First, be loyal to your duties and sincerely overcome difficulties.
20 19 is my second year in _ _ company. With the increase of the number of _ _ _ _ customers, the increase of marketing activities, the increase of bank interest rates and other factors, the demand of customers for the customer center of Bank of Communications is increasing, and the daily telephone traffic of _ _ _ _ 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.
Second, be willing to contribute and 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 connection experience, the number of connections increased from 50-60 to 80-90 a day, and I achieved good results in the output of Bank of Communications Financial Services Center for three consecutive months, with the satisfaction rate of transfer evaluation as high as 99.0%. 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 customer service staff, our wish is actually the customer's recognition of our service and the satisfactory solution of customer's problems. 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 a sum of money in _ _, and could not install the certificate through online banking download. At that time, he was worried about this guest. 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.
Third, carry forward the past into the future and sail on the sails of dreams.
In 20 19, I actively participated in the "Youth Club" organized by _ _ _, adding a lot of color to the activities of the company's Youth League Committee. 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 19 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.
Telephone customer service experience 4
20__, entered the customer service industry in March, and it has been almost half a year. In the past six months, I can't remember how many cases I have handled. I only know that in the face of customer computer failures or complaints, I was psychologically afraid at first, but now I am emotionally relieved.
Customer service requires us not only to be enthusiastic about our work, but also to have a heart for perfection. In fact, customers are the examiners we have to face every day. If our customer service staff is lazy, listless, even cold and stiff, then put yourself in the other's shoes. Do you give due respect to your employees? Answering questions, smiling, polite, amiable, dignified and generous, leisurely and impeccable are our service norms. Ask yourself how much we have achieved in these norms. The attitude of customers towards you is actually a mirror of your own words and deeds. Don't always find fault with the mirror, but reflect on what people in the mirror have not done well enough and what needs improvement. In fact, I believe that most customer service staff and I will feel the same way, that is, whenever I meet unreasonable customers, I wonder how there are such people in the world; But every time I solve a problem for a customer, I feel a little fulfilled. Therefore, as a customer service staff, we must first have a good attitude, know how to adjust our emotions in time, and don't let our emotions affect our work efficiency.
Therefore, in the future work, no matter what changes take place, I dare not relax in the slightest. I will do my work more seriously, strive to overcome my personality weaknesses, push aside obstacles and resistance, abandon myself and go into battle easily. My belief is that it is never too old to learn and to be confident all my life. Perhaps only by supporting myself with a learning attitude can I be more energetic, creative and calm in customer service.
Telephone customer service experience 5
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy.
If one day you get used to this smell and stop choking on it, you will be an experienced old employee.
I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator.
After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment.
First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management.
In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty.
As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.