Summary is to analyze and study the relevant situation at a certain stage, and to make a written material with guiding experience methods and conclusions, which can make sporadic, superficial and superficial perceptual knowledge rise to comprehensive, systematic and essential rational knowledge. Write a summary. But I found that I didn't know what to write. The following is the monthly work summary and plan of customer service staff that I have compiled for you, hoping to help you.
Customer service staff's monthly work summary and plan 1 In this month, my progress has risen linearly, slowly but not slowly, fine and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. When doing customer service, people say, "this is a thankless thing." Indeed, the things that customer service needs to deal with are sometimes trivial and busy every day. They meet all kinds of customers every day, polite, rude, grateful, angry, reasonable, unreasonable, and dialed the wrong number ... At first, the mood of every day will change with what they meet and the customers they meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value.
When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence to answer customers' questions correctly. The company's morning meeting every day made me abandon laziness; The company's corporate culture, let me struggle and work hard for this; The company system is improving day by day, and the quality of employees is improving day by day. I believe that tomorrow of XXX will be better!
After this short training, I deeply realized that being a customer service staff is more than just doing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes can not be accomplished by saying "Sir, I can understand your feelings", but by having a sense of responsibility and being good at analyzing, processing, judging and executing, so as to truly realize our wishes for customers and enhance our company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless.
The customer service staff's monthly work summary and plan for less than one month 10 month is a process for me to enter different industries from the same occupation. I have played page games occasionally, but I am not very familiar with them. After less than a month, with the help of many colleagues, I tried to combine my advantages with the characteristics of this industry. Many places have changed a lot since the initial chaos. In the early stage of customer service, all the rules and regulations should be drawn up. In addition to learning some knowledge about the game industry, this month is mainly to formulate a series of systems, norms, training outlines, training rules, customer service tool system confirmation and so on. And continue to learn in the game industry, combine what you have learned with what you are familiar with and turn it into valuable results.
During this period of work, I also checked the customer service work of our previous game. Relatively speaking, it is not perfect. Maybe our previous company didn't pay much attention to this department. Judging from the working hours, although I am the only one now, sometimes I go to consult and the department's answer is not very detailed. Maybe it's because everyone is very busy, but I still hope that when our project starts, the customer service end can get corresponding support from all departments. After all, the customer service is a window of the game company. If this window gives people the impression that it is unprofessional and inefficient, the efforts of all employees in the company may fall short. Therefore, I very much hope to get strong support from relevant departments when training employees. There is something in this week's weekly report about this month's work. Specific details need to be supplemented in the course of work.
According to the priority, the work of 1 1 month is divided into the following blocks. In my opinion, the first thing to be solved is the one-week content outline of the overall customer service training, refining the content of the training outline, promoting the work with the game forum, combing and refining the operation process of the proposal, and cooperating with the development planning department to improve the customer service tools. The rest of the trivial forms and papers need time to complete.
As for the temporary work arranged by the company, it depends on the content to determine whether all the work planned for this month can be completed and the proportion of completion.
Although there are many things related to the industry that are not very clear, I am still very grateful to many colleagues for their help. Coupled with my own efforts and confidence in myself, I believe that in the days of gradual study in the future, I will improve my previous work, and finally hope to help the development needs of the operation department and even the whole company and achieve the goal of * * *.
The customer service staff's monthly work summary and planning time flies so fast. It has been half a year since I came to the company unconsciously, and the busy time in recent years is over. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. The handover data processed in 10 is in our group, and the handover data processed in the month of Double Eleven reached above _ _ _, so I can do my job dutifully at ordinary times, which can be regarded as living up to the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the work experience this year is summarized as follows:
First of all, create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of the online shop, we communicate with customers in Wangwang dialect most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use polite expressions and vivid sentences, and match them with some dynamic and humorous pictures, which may bring customers another experience.
Second, learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
Three, familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
Fourth, finish your job effectively.
Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time, so we set up various short sentences. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact.
Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me deeply was a group simulation training exercise, which promoted products to customers by simulating the communication between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater.
The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will pay more attention to the new styles of the store and various activities in the store. Before each activity, I will take the time to understand the rules of the activity and be aware of it. The company also organized various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work.
Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just selling blindly, but letting customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.
In the new year, I will learn from the past lessons, actively participate in the company's training, constantly enrich myself, and strive to complete the tasks assigned by the leaders. After reading the company's annual plan, I also realized the responsibilities of all our employees in the new year, but I believe in my team and that we can do better. In the new year, Tmall Store and Taobao Store are merged into one, and the company's requirements for employees are more stringent. In this atmosphere, I will also try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company.
In the new year, we also hope that the company can provide more training opportunities, let us better understand the company's various work processes, and then bring more benefits to the company.
Monthly work summary and plan of customer service staff since April1010, I have taken smiling service as my responsibility, customer satisfaction as my purpose, based on my own duties, loyal to my duties and done a good job in customer service. Now I summarize the work in June+10 in 5438 as follows:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a duty and a realm. I insist on diligent study, strive to improve my professional level, strengthen my thinking potential, pay attention to integrating theory with practice and exercise myself with practice. It has contributed to the success of the company's comprehensive informatization.
Second, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always do it with all your heart whenever you encounter complicated and trivial things; When colleagues encounter difficulties and need to cover for them, they can put down their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever the company wants to develop new business, I always have a comprehensive and detailed understanding and grasp of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
In my work, I strictly follow the working concept of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, we will solve them with our hearts and minds. For the problems that we can't solve, we will faithfully reflect them to our superiors and strive to give customers an answer as soon as possible. For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is a summary of my work in May 438+10, but I know there are still some shortcomings. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success. The next step is to overcome and improve.
Customer service staff monthly work summary and plan. In the past year, with the care and support of the company and department leaders and the full cooperation of all teams, the office actively played the functions of document management, user reception, complaint handling, maintenance scheduling, vehicle management, comprehensive coordination, logistics support, publicity and so on, and completed all the work with high standards and specifications, which played its due role in the overall work of our department. According to the requirements of the company's assessment management system, I now report my main work during my tenure as follows.
First, based on service, strengthen awareness.
Customer service department is the hub of foreign service and the working link of all departments of the company. It has complex affairs, extensive contacts and concentrated contradictions, and often encounters some urgent but very difficult problems. Therefore, it is necessary to establish a set of rules and regulations so that all aspects of the work are under effective control. Assist the department to formulate a series of systems such as job responsibilities, vehicle management and user reception. Through the formulation of various rules and regulations, we will constantly strengthen the normative consciousness of each staff member, so that each comrade can work in an orderly manner and behave in a standardized manner.
Second, strict word management, drafting comprehensive documents and reports, taking charge of meeting minutes, managing department blogs, and earnestly receiving, registering and printing documents issued by the company.
Responsible for the propaganda work of the department and send work information to the industry department of the group: submit the work plan and self-inspection report to the enterprise management department on time every month; Summarize the weekly, monthly, quarterly and annual data of the department in stages; Submit the study plan, study record, overtime record and shift attendance form to the Human Resources Department within the specified time; Submit the work records of ordinary migrant workers to the finance department every month; Organize and bind the work ledgers and records of each team in stages, call in and call out work contact sheets and various briefing materials.
Third, serve those who call to visit.
Take every user's call seriously, warmly receive every visiting masses, register the problems reflected by the masses in time, immediately coordinate the relevant business departments to deal with minor problems, report major problems to the minister in time, and immediately implement them in relevant offices and supervise them after the leadership gives instructions, so that every user's problems can be answered satisfactorily.
Fourth, learn business knowledge with an open mind and do a good job in maintenance scheduling.
Because our customer service department has two teams: water meter disassembly class and convenience maintenance class, my daily work naturally has the function of scheduling. In order to get familiar with the business as soon as possible, I actively consult the maintenance personnel of the engineering department and this department, and learn all kinds of maintenance common sense in the shortest time, so that I can accurately judge when I receive the maintenance task, dispatch it to the team correctly, and finish the work as soon as possible. More than 2,000 incoming calls and production scheduling tasks were received throughout the year, of which 1786 recorded in detail, and even reached more than 300 a month.
Fifth, manage departmental vehicles.
Each team in our department has various businesses and relatively scattered office locations, so it is relatively heavy to arrange and coordinate vehicles accordingly:
1. Ensure that Shihe Business Hall pays money twice a day (including Saturday and Sunday).
2. Go to the construction site for user development every Monday.
3, the administrative examination and approval center to send every Wednesday afternoon.
4. Every Friday morning, the administrative examination and approval center takes a bank bill receipt of the water fee for one week in Pingqiao Business Hall and Yangshan Toll Window.
5. One week before the checkout at the end of each month, you need to go to Yangshan and Pingqiao toll windows to get the bill again.
6. At the end of the month, it is necessary to arrange vehicles in advance to cooperate with security personnel to pay fees in Pingqiao business hall.
7. Arrange the maintenance of vehicles and the Development Office to check the nature of water use and go through the formalities of road breaking to check the site.
8. For other temporary vehicles, I go to the Administration Department to coordinate the vehicles almost every day. All situations must be thought out and arranged in advance, and none of them can be delayed. It seems simple, but it actually consumes a lot of energy.
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