# Report # Introduction Self-inspection report is a report style that a unit or department conducts self-inspection on the problems existing in the implementation of a certain work in a certain period of time. The following is an unorganized self-inspection report on customer service complaints. Welcome to read!

Article 1 Self-inspection Report on Customer Service Complaints

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 difficulties. 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.

Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2.

Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.

Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.

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.

Article 2 Self-inspection Report on Customer Service Complaints

The customer service department undertakes the main work of customer service of the property management company, including the coordination of customer relationship and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service. Through a recent visit to the customer service department of our company, it is found that the customer service department of each project can complete the customer service work undertaken by the customer service department well. At the same time, there are also some problems, such as:

1, the low professional level and service quality of employees are mainly manifested in the immature methods and skills to deal with problems.

2. The management system and process of the department are not perfect enough, which affects the work efficiency of the department, the sense of responsibility and enthusiasm of employees.

At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme:

1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.

2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.

3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.

4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.

5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.

Article 3 Self-inspection Report on Customer Service Complaints

Although I haven't worked in xx for a long time, I have learned a lot of new knowledge and technology, and I have come into contact with the work content that I didn't even think about before. All this is a challenge, a promotion and a growth for myself. Looking back on the work of 10, I was mainly responsible for two aspects: one was the update of website content, and the other was 53 customer service. I'm not very satisfied with my performance, because I didn't finish these two things well. Here is a detailed explanation of the completion of this work:

First, the network work content

1. Update the news of Shenyang Campus on xx website, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master the daily news of our school, and learn relevant knowledge about English exams and studying abroad.

2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote xx English.

3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.

4. Check Baidu Post Bar and Baidu know the relevant information about xx English school, and master the latest views and needs of xx English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)

5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.

6. Write an article about xx English public welfare activities-high school construction.

7. Write the new section of xx English website-the related content of IELTS score guarantee plan.

Second, 53 customer service consultation

Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.

The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of 53 customer service work, mainly because of the following problems:

1, the number of consultations itself has decreased compared with last month.

The number of people who come to consult has decreased.

3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.

In view of the above problems, I plan to make improvements in several aspects in my work next month:

1. Analyze the contents of last month's customer service consultation, find out the problems in communication, change the communication mode and tone, and try to guess the speaker's. Psychological activities, improve the ability to consult, which is also the top priority.

2. Strengthen the publicity of xx English on the website, and increase 53 customer service links on the page of the article as much as possible to improve the click rate.

3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.

It will arrive next month. In view of the above problems, if there is any need to change, it will prompt you to do the next work well.

Article 4 Self-inspection Report on Customer Service Complaints

In a blink of an eye, 20 years have passed in our busy work. 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.

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** years, the focus of 20** years is to deepen implementation. For this reason, the customer service department has deepened its 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.

Fourth, the 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 XX and XX communities. 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, the quarterly charge of water meter reading for residents in XX community was completed as scheduled, and the new task assigned by the company-the first charge of water meter reading for residents in XX community was completed.

VI. Commercial Lease Work in XX District

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 X month, the repossession of X# and X# was completed; At the same time, some buildings (unit X #- 1 2) moved back to XX District have been recovered.

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

Article 5 Self-inspection Report on Customer Service Complaints

In 20xx, Shizui Highway Overload Detection Station adhered to the guidance of Scientific Outlook on Development, combined with reality, and earnestly performed its work duties and service functions with a pragmatic attitude, rigorous and realistic work style and efficient and innovative work methods. Under the guidance of the station leaders and through close cooperation with various departments, the service complaints of 20xx years were successfully completed, which are summarized as follows: 1. Strengthen service complaints.

Complaint acceptance is a job for staff to face the masses directly, and it is also one of the ways for staff to understand the satisfaction of the masses with service work. The handling of service complaints is directly related to the image of our station, so improving the service level is the basis of doing a good job. To this end, our station has set up a special service complaint working group to achieve "strict law enforcement and enthusiastic service" and "answer questions, correct complaints, investigate violations and investigate cases".

Second, improve service quality.

Receive the complainant warmly, register the complaint, investigate and verify the problem in time, and give the complainant the necessary answers and explanations quickly. For complaints and reports that need to be solved by other administrative organs, they should be transferred and diverted in a timely and accurate manner. And in the whole process of accepting cases, use civilized language and serve strictly according to law.

Third, strengthen supervision and investigation.

Regularly check the staff of the complaint service team to investigate the timeliness and satisfaction of the masses in handling complaints. If the complaint is not accepted, the unit leader will hold a meeting to criticize and ask him to make an inspection and transfer.

Fourth, the work plan for the next year.

1. Further strengthen the study of business, policies and regulations, and improve innovative ways and means of complaint work.

2. Further publicize the telephone number and communication mode (mainly e-mail) of our station's service complaints to the public, unblock the complaint channels, and ensure that the people "have a door to complain, and the complaints are fruitful".

3. Continue to maintain the goal of zero complaints.