Operator job evaluation 1
Every post is hard-won, and every job needs to be done with heart. Looking back on a series of processes from registration to typing test to interview, I still can't forget my nervousness in the face of such fierce competition. Being able to work in the 12345 convenience service hotline is a great opportunity and a fate for me. Time passes through our fingers inadvertently. We haven't had time to count the years we have passed together, and 20 years have gradually come to an end. We have gone through the hotline "12345" for half a year.
Since I started training in April, I have always treated my work and study with full enthusiasm and serious and responsible attitude, and I have always been strict with myself. In May, when the training was over and the hotline was about to be put into trial operation, the leader announced the direct appointment of two English telephone operators as shift supervisors, which really made me have psychological struggle and mental stress for a long time. Although I have been working in a 4S shop for half a year, this job has really taught me a lot, but it is not enough for me to grow up quickly. From small to large, the narrow study and life circle and single social group have never completely separated me from the identity of a little girl sheltered by my family. There are colleagues who are older than me, some who have become mothers, and many colleagues who are younger than me but have far more social experience than me. They are certainly more mature and comprehensive than me in dealing with people, so I often doubt myself, fearing that I can't do well and that I can't be competent for the work of the shift supervisor. In the first few months, I was very nervous, self-abased, sensitive and made some mistakes, so I was always uneasy.
Nowadays, "12345" is becoming more and more powerful and mature. After a long period of self-correction and self-adjustment, it is constantly improving and improving with "12345". Every time I make a small mistake, I will sum up my experience and try my best to do it again. Slowly, I will accumulate more and more With the encouragement and help of my relatives, friends, leaders and colleagues, I also gained a lot of confidence and learned a lot, which made me more and more calm and enterprising in my work. And every thank you on the phone, let me fully feel my satisfaction as the operator of "12345 convenience service hotline". These experiences and self-confidence are all an accumulation.
Mentality plays a vital role in work, study and life. Many things are directly related to mentality. Peace of mind will naturally make things much easier. So at this moment, I will still do everything seriously and responsibly, and do my best, but I will not be timid and afraid of making mistakes again. Even if you don't do well, you will leave yourself enough time to reflect and sum up, instead of blindly falling into remorse and chagrin. In addition, the improvement of work skills is a homework that must be done forever, and stagnation means retrogression. So I try to use my spare time to study more, practice English more for emergencies, communicate with others, learn and exchange work experience, and often think about how to be a good shift supervisor and how to improve teamwork. Whether it is mentality or skill, it is also a kind of accumulation, which takes time to bear.
Our "12345" is a big family, and everyone in this big family has something to learn and learn from. With the concerted efforts of Qi Xin for more than half a year, our "12345" has become more and more famous and efficient, which is inseparable from everyone's cooperation and unity. This kind of unity and cooperation is also an accumulation, an accumulation of feelings, which takes time to carry.
After half a year's efforts, I have seen all the accumulation of myself and "12345" in the past six months. However, this is only the beginning. "The road is long and Xiu Yuan is Xi, and Xiu Yuan is Xi", and time will make us accumulate deeper and thicker!
Operator job evaluation II
Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than half a month. In order to better promote my work, I will summarize and report my personal work for half a month as follows:
When I first entered the company, I have been learning service terms, the operation of work pages and the intensive practice of Mandarin. At that time, the monitor said that my good word "hello" was incorrect, and I have been repeating the word "step up practice" since then. On Friday, when our new employees took the collective exam, we heard the monitor say, "Hey, your word' good' has been conquered!" A good mood is happiness. Yes, it is said that details determine success or failure, and many people will ignore it. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. After the exam, this week, our new colleague finally lived up to his previous efforts and was recognized by the actual operation of the work page. All our new colleagues can't wait for this news.
But often many things we think are just the beginning. As long as everything is ready. Everything will be fine, but the result ... is not as good as we thought. Usually, several new colleagues practice together, and they all feel that they can do it and there will be no problem. At first, I was a little nervous when I sat in front of the computer and heard the phone ring. Sometimes I forget to press the call in time when I am nervous, and sometimes I forget to look at the warm tips on my head in time. Fortunately, there is nothing wrong with the service language and operation, but it also affects the operation speed because of the tension in front. Later, after talking with new colleagues and consulting with old colleagues, I realized that most colleagues had had such a transitional period and were more or less nervous. As our monitor Chen Chao said, as long as we adjust our mentality, we can do nothing bad. Yes, I will never allow myself to do such a simple thing well. I believe I can do it! After that, I try to take a deep breath every time I sit in front of the computer, and then adjust my mind. More times, I feel that everything is used to it and the working procedure is natural.
On August 1 day, after a tense exam for all operators, we finally got to work alone. Although I am very nervous, the result of the exam is not my best performance. But this will not affect my future work. I believe that I will always adhere to the principles of the company, strengthen my study in the future work, and do my best to do my own job.
I started to work alone this week, and I haven't encountered any special circumstances at work, so every call was transferred smoothly.
As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.
Answer the phone. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the company's "one phone call every 10 second" at the fastest speed.
Cheerful expression and tone. One of the basic characteristics of our work is that we don't meet callers. We transmit information through sound, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a simple tone, and appropriate words, which will give the caller a pleasant feeling and make the caller infected by our simplicity and pleasure and do his work better. From the moment I took office, I made up my mind to be a qualified and excellent telephone domain name operator. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I learn from small things, learn from small things.
I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice, but this cannot be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others in order to keep up with everyone's pace.
Everyone says that if you want to do a good job, you must first love it. In this nearly a month's work, I found that I like this job more and more. In my future work, I believe I must abide by every rule and regulation of the company, make a good work plan for the operator, carry out every work flow and remember every standard clause. Be strict with yourself: there is no best, only better. I clearly understand that there is still a big gap between me and an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and do better in the future!
Operator job evaluation 3
10 August to June, worked as a customer service operator in mobile company 10086. Two months' work has given me a necessary understanding of customer service. Now I will summarize my feelings and understanding of customer service as follows:
1. Basic skills and quality requirements of customer service personnel:
The basic skills required by customer service personnel need to have good service spirit, good communication skills, fluent Mandarin, careful and meticulous work, good team spirit and cooperation consciousness, strong discipline and good mentality.
As a customer service staff, you need the necessary skills:
(1) Learn to be patient and tolerant. Patience and tolerance is a magic weapon to deal with unreasonable customers, and it is also a virtue, which requires tolerance and understanding of customers. Customers have different personalities, different outlook on life, world outlook and values, so customer service is to satisfy customers according to their own preferences.
(2) Don't promise easily, and keep your word. Customer service personnel should not easily promise anything to customers, which will make their work passive. However, customer service personnel must pay attention to their promises, and once they promise customers, they must try their best to do so. As an operator of a mobile company, the company stipulates that the source must be handled within 48 hours after receiving customer complaints, which is the embodiment of reputation and the basic requirement for customer service.
(3) Be brave in taking responsibility. Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, which should include all the losses brought by the whole enterprise to customers. So in the customer service department, it can't be said that this is the responsibility of that department. All responsibilities need to be solved by customer service personnel, and they need to be brave enough to take their own responsibilities.
As a customer service, you need to have the necessary skills and qualities:
(1) Good language skills. In the process of communicating with customers, he is fluent in Mandarin, speaks at a moderate speed, uses appropriate words, and is humble and confident.
(2) Rich industry knowledge and experience. Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need solid professional knowledge and experience. Not only can you communicate with customers and apologize, but you should also become an expert in this service and be able to explain the problems raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As customers, what we expect most is the help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience.
We should learn to put ourselves in others' shoes. While studying our own interests, we should also consider our customers. This is the best and most powerful way to maintain and retain customers. If you can put yourself in the other's shoes when you encounter customer complaints, you can balance your work mood and improve your own quality.
There is still a long way ahead. Only by being a down-to-earth person, doing things seriously and learning from each other's strengths can I become mature and sophisticated, keep forging ahead and win my glory.
Operator job evaluation 4
The year 20__ is coming to an end. Looking back carefully, it's been a year and a half since I came to the front desk and the telephone class. From a timid primary school student who knows nothing, I have been able to deal with problems independently and decisively at the moment. During this period, I grew up and matured a lot, and I also saw my own shortcomings. Summarized as follows:
Over the past year, my business skills have been greatly improved, and I can finish my daily work independently. At the same time, I can also work hard to complete other tasks assigned by the leaders, participate in various training and learning organized by the station and departments, and go out of the station after work to publicize the shift scene of the main marketing station.
At work, my colleagues around me are all my teachers. My colleague Liu Jie's capable work style and flexible service skills, Wang Jie's calm and elegant temperament and patient and meticulous answers, Xiao Hu's skillful business knowledge and humorous sunshine mentality, Li Na's optimistic attitude of being eager to learn and cheerful, jie feng's earnest and meticulous attitude, etc., all influenced me unconsciously, making me constantly learn and improve. I know I still have many shortcomings, but I am confident to do better.
Although there have been some improvements in this year's efforts, there are still many shortcomings, and the following points need to be improved:
First, the work mentality is not stable enough. When I met individual passengers calling, I had a bad tone and no patience when answering questions.
Second, there is a lack of summary in the work. Unable to sort out and summarize in time after work, lack of work goals.
Third, there is not enough work energy. Work lacks vitality, complacency and creativity. Be able to finish the task seriously, but lack the initiative to undertake new work.
In view of the shortcomings in our own work, we will continue to improve in the future work and do the following:
First, adjust mentality and strengthen patience. In the future work, we should properly adjust our mentality, think from the passenger's point of view, find the most suitable working method, smile with heart, serve sincerely, truly treat passengers as friends, and try our best to answer every passenger's inquiry call perfectly.
Second, pay attention to details and strengthen communication. Pay attention to service details, standardize service terms, and publicize that the main station is fully in place. Strengthen communication with colleagues, find out your own shortcomings in time and learn from work experience.
Third, summarize in time and accumulate continuously. Analyze the problems in work in time, constantly correct them, be good at sorting out, sum up experience and strengthen the ability to deal with problems. Learn more from colleagues' good working methods, learn from each other's strong points, and constantly improve their work to create conditions for future work.
Fourth, improve the awareness of active service, take the initiative to undertake work tasks, give good ideas for the self-department, and actively participate in various activities.
I remember the day when I first came for an interview, Li stood and said to me, "The work at the station seems simple by persistence, but it is not easy to insist on doing every little thing best every day." I have always kept this sentence in mind, and I will work harder in the future, with this zero-point mentality and down-to-earth attitude.
Finally, I want to thank every leader and colleague in the customer service center. Thank you for your guidance and help during this time. I will go all out to work every day in the future. Come on!
Operator job evaluation 5
When I first entered the company, I have been learning service terms and practicing Mandarin nervously. It is said that details determine success or failure, and many people will ignore it disapprovingly. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. As a newcomer, I first thank my colleagues for their concern and care, which makes me more and more confident in my work.
However, we often think that everything will be fine as long as we start, but the result is always not as good as we think. Usually, several colleagues work together, and they all think it's ok and there will be no problem. At the beginning, I was more or less nervous. When I was nervous, I sometimes forgot the protagonist. Fortunately, I adjusted myself in time. Later, after talking with new colleagues and consulting with old colleagues, I realized that most colleagues had had such a transitional period and were more or less nervous. Therefore, I think there is nothing we can't do well as long as we adjust our mentality. I will never allow myself to do such a simple thing well. I believe I can do it! After that, every time I sit in front of my mobile phone, I will take a deep breath and adjust my mind. More times, I feel that everything is used to it and the working procedure is natural. I believe this will not affect my future work. I believe that I will always adhere to the company's principles, strengthen my study in the future work, and strive to do my job well.
As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should pay attention to the following details and constantly improve ourselves in practice.
First, make an active phone call. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the tasks specified by the company as soon as possible.
Second, the expression and tone are pleasant. One of the basic characteristics of our work is that we don't meet customers and don't transmit information through voice, so our facial expressions, intonation and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, an excellent operator must be smiling, calm and simple on the phone, and use proper words to give customers a pleasant feeling, so that customers can be infected by our simplicity and pleasure and do their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent company employee. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I will learn from small things and start from small things.
I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others, in order to keep up with everyone's pace and create better performance for the company.
In the first half of the year, I will give full play to my advantages, improve my shortcomings, broaden my thinking, be pragmatic and do my job well. To this end, I will plan my work for the first half of the year as follows:
The first is to strengthen overall planning. According to the annual work requirements of the company's leaders, make specific plans for the work in the second half of the year, clarify information, time limit and goals to be achieved, strengthen coordination among departments, organically combine all work, clarify work ideas, improve work efficiency and enhance work effectiveness.
Second, strengthen the construction of work style. Always adhere to a good mental state and carry forward the work style of hard work, advancing despite difficulties, striving for perfection, being rigorous and meticulous, and striving for progress.
Everyone says that if you want to do a good job, you must first love it. In this year and a half of work, I found that I like this job more and more. In my future work, I believe I must abide by every rule and regulation of the company, make a good work plan for the operator, carry out every work flow and remember every standard clause. Be strict with yourself: there is no best, only better.
I clearly understand that there is still a big gap between me and an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and do better in the future!
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