Working experience of customer service personnel
I didn't expect to get q2 star. I'm happy and surprised. Q2 was spent in a busy and tense period. The entire Google customer service department has undergone major adjustments in the second quarter. Maggie transferred to Foshan, and I took over the domestic customer service department. Just took over, inexperienced.
Problems faced at first: team members don't know enough and the data are unfamiliar; Later, it faced new problems: the loss of old employees, the recruitment and training of new people; Customer complaints and so on. In particular, customer complaints are a great challenge for me. Maggie has dealt with similar incidents before. It's not easy to finally realize Maggie's original suffering.
Faced with these problems, we should first think for ourselves, then look up some relevant reference materials through online search, recall Maggie's original handling of such incidents, and finally ask the leaders' opinions. After the above methods, several customer complaints have been successfully handled, and some methods have been obtained, which are simply shared with you.
Customer complaints can be generally divided into four steps:
First, listen to customers, control their emotions and calm their grievances.
When a customer calls to complain, he must be very excited and upset at first. At this time, it is very important for us to listen in all directions, fully mobilize our left and right brains, listen and feel intuitively, and compare the consistency of what we hear, feel and think. Feel and try to understand the meaning. Don't interrupt the customer at this time, let the customer say what he wants to say. If you interrupt the customer's statement halfway, you may encounter greater resentment from the customer. At this time, in addition to listening, we also need to control our reaction emotions. In short, adhere to one principle: you can disagree with the content of customer complaints, but you can't disagree with the way of customer complaints.
Because most of customers' complaints are venting, it is easy to solve things after psychological balance. Therefore, as a customer service staff, when facing customer complaints, we must first listen and try to find out where the customer's grievances come from, so as to prescribe the right medicine and effectively calm the customer's complaints. Only by listening carefully to customers' complaints can we find out the substantive reasons. Never argue, it will only add fuel to the fire and backfire.
Second, establish a * * * relationship with customers and take care of each other from the standpoint of customers.
When customers complain, they most hope that their opinions can be recognized by the other party and that they can be respected by others. After listening to the customer's statement, we restated the reasons for the customer's troubles in our own words, and described and slightly exaggerated the customer's feelings. Respond to feelings and express the emotions you feel from customers. Think from the perspective of transposition:? If I were a customer, what would I do in this situation? Gain the trust of customers, that is, establish a dialogue with customers and gain the trust of the other party.
Third, apologize, apologize to customers.
Seriously? It was our fault that caused you losses. Excuse me! ? The tone must show sincerity. Don't be too stingy to apologize at this time, because taking the initiative to apologize is not taking the initiative to admit mistakes, but apologizing is what customers need at this time. As the saying goes, if you reach out and don't smile, you have already apologized, and customers are likely to give in. Therefore, in dealing with all customer complaints, whether confirmed or unconfirmed, the most important thing is not to distinguish the responsibilities first, but to apologize first. Otherwise, the consequences will be unimaginable.
Fourth, solve customer problems correctly and timely.
Customer complaints should be handled promptly and correctly. If we delay the time, the customer's resentment will only get stronger and stronger, and customers will feel that they have not received enough attention. We should respond quickly and put forward an emergency plan for this problem; At the same time, put forward a predictive plan to prevent or deal with similar incidents, instead of just fixing the problems at hand and everything will be fine. If after investigation, it is found that the responsibility really lies with us, we should give appropriate compensation and tell the customer the result as soon as possible.
When dealing with all kinds of customer complaints, summarize two principles:
First of all, the customer is supreme, and always put the interests of customers first.
The second is to remedy quickly, study countermeasures in time, give remedies, regain the trust of customers, and take a warning.
I still have many shortcomings in my work, which need further study and improvement. In particular, team management experience is still relatively lacking, please criticize and advise.
Working experience in property customer service
Nowadays, social competition is very fierce. It's not easy to find a good job in the company! I am really grateful to the people who helped me and the company leaders for giving me a good development platform and giving me such a good learning opportunity!
I started to work in Wuxi Quntai Property Customer Service Department on June 27th, and my main tasks are: receiving customers, handling related business, collecting and remitting fees, feeding back customer information and managing customer files. When I first entered the company, I had a little knowledge of the property, and it was not a trivial matter to apply it in practice. At first, because everything has not officially started, I just learned some theoretical knowledge from books. Later, I signed a contract for the tower and served our biggest owner, Bainaohui Shopping Mall. It can be said that there is now a general concept of property. Anyway, customer service is to maintain every customer. In my opinion, the customer service department is the heart of the company, and the quality and professional knowledge level of the customer service specialist directly affect the actions and interests of the whole company. As a customer service specialist, the first thing you should have is the stability of service consciousness and mentality. Customer service is to serve every customer with your heart and make yourself satisfied. If you don't put the customer's needs first, then he is not a qualified customer service specialist. Therefore, as a customer service specialist, I want to put the quality of service in the first place and firmly believe that I can't do it. Only when I can't think of it, will the stage have how big my heart is! Simple things, repetitive things, repetitive things, happy things, happy things, do it every day!
If you want to do your job well and become a professional customer service specialist, it is not enough to have a strong sense of service and mentality and communication, but also to have a sense of responsibility, a sense of responsibility, and more consideration for customers, so as to do better and live a more fulfilling and meaningful life!
Learning is endless, don't be satisfied with the status quo, keep making progress and learning, and success will always belong to those who are prepared! I hope to continue to work hard in the company, keep learning and improve myself, because now it is a highly competitive society! Learn more while you are still young. Nowadays, with the rapid development of the world, the speed of knowledge updating is accelerating. If people want to adapt to the changing world, they must live and study hard and have a lifelong learning attitude. It's never too old to learn. In order to better develop the company's business, the following are my own thoughts and experiences on how to do a good job in customer service:
1. Be sure of yourself. The most important part of customer service is customer service personnel. Customer service personnel should accept themselves, affirm themselves and like themselves. If you don't even like yourself, but expect the business owner to like you, it's really hard for the business owner. Feng Liangnu, the king of Hong Kong sales, put it well: the secret weapon of a salesman's success is to like himself with the greatest love. ?
2. Develop good habits. Some people are used to calling customers at least 10 times a day to understand their needs, while others can't call them three times a day. Some people set the time for getting off work at 9 pm, while others want to go home at 5: 30. Some people make plans for tomorrow every night, and some people never know what to do this morning. People unconsciously form habits and unconsciously create or hinder themselves. This is the power of habit. Everyone is a slave to habit, and a good habit will benefit you for life. If you are a customer service worker, ask yourself what you have. The habit of success?
3. Work in a planned way. Collect more information about new customers every day. As a customer service department, we should give priority to active service and make a good service plan. Before serving customers, we should know what customers need, the form of service, the degree of acceptance and so on. , and provide targeted services.
4. Have professional knowledge. Customer service personnel should have business and related knowledge. Like what? The rental fee around our tower. Is the service we provide perfect? How much is the property fee for the tower? In the face of this series of inquiries from customers, it is impossible to provide complete or immediate answers. Shall I go back and have a look? 、? May I ask the manager to explain this problem to you? 、? I'm not sure, okay? This is definitely not the attitude of a professional worker. So your value will be discounted immediately. At this stage, our customer service staff should try their best to make every customer feel the trust in us. We always believe that nothing is impossible, only unexpected ideas!
Provincial Customer Service Center Training Experience
In the experience of electronic channels, the teacher first explained the relevant database knowledge to us, and then we experienced it ourselves, including SMS business hall, online business hall, self-service terminal, handheld business hall and 10086 voice service desk. As one of the 10,000 loyal customers of Qian Qian, a mobile company, I have always used mobile products. I know that people choose to move, not only because the mobile network equipment is better than others and the technology is advanced, but also because of its soft power such as excellent service, good reputation and stable customer relationship. No matter from 10086 or the mobile business hall, we can always feel a warm current. Now, as an employee of a mobile company, I finally have a good opportunity to get to know this blue giant, feel her blue charm and explain all kinds of doubts and surprises in my heart. During the two days of experience in electronic channels, I think our hardware is very advanced. The self-service terminal can realize automatic duty in the business hall, and can handle many simple but huge businesses such as inquiry and payment. It is indeed a good helper for manual service in the business hall. The development of online business hall must be the mainstream of electronic channels in the future, because the internet has become a way of life, and surfing the internet has become an important way for the public to obtain life information and make shopping consumption, just like shopping. The network has a large amount of information and fast communication speed, and it can realize 24-hour uninterrupted service without service personnel directly facing customers. It also has the advantages of multimedia display. In the future, the promotion and experience of new services, the change of packages, the booking and cancellation of services will be realized through a large number of online services. Handheld business hall has strong customer autonomy, can be used around the clock, unattended, and truly realized? Use your fingers instead of walking? ; SMS business hall can provide services anytime and anywhere all day, with few restrictions, strong initiative, wide coverage, high utilization rate and low construction management cost; The service hotline 10086 has the highest recognition and utilization rate among customers. The service hotline can provide services anytime, anywhere, with simple operation, strong interaction and comprehensive services.
It can be said that China Mobile has developed to this day, and the above-mentioned electronic channels are relatively perfect, but it is inevitable that there will still be some details, such as the SMS business hall: it is suggested that the intermediate link of SMS sending can be omitted, and SMS sending cannot be covered. The uplink number of SMS sending is too complicated. Can it be planned in a unified way? Online business hall: Many businesses can't be handled, such as color ring back tone service, and the databases of each business hall may be different, which will cause delay. Self-service terminal: In terms of process (only the reminder of 10 can be recharged), it is recommended to cancel, and key input is preferred. Pocket Business Hall: Monternet should be renamed China Mobile. There are some problems with Monternet's page setup. Mo's new life should be placed in a conspicuous position, at the top of Monternet. Software: 3.0 has many problems, such as slow hanging up, and page setting should put more important content in the front position.
Outlook:
During the 20-day training in the mobile customer service center, I can deeply understand the mobile corporate culture. As an employee of a state-owned enterprise, I will forge myself into a comprehensive talents in my future work and study, provide network support for various businesses of the company from the perspective of the company's needs, cooperate with other departments of the company to cope with the ever-changing market competition, provide users with high-quality, fast and satisfactory services, and take the needs of users as our unremitting pursuit and enrich service initiatives. We should not only arm our minds with knowledge, but also pay attention to and learn the major policies of the country from the beginning of our employment, cultivate good ideological consciousness and moral sentiments, establish a correct outlook on life and values, and establish a sense of honesty. At work, the company's resources are used to serve the company and the country, not for personal gain. From the daily work, grasp the sense of values and integrity, and restrain your behavior.
Confirm:
Thanks to the strong support of the provincial customer service center, they selected the best internal trainers to provide us with high-quality training; They have created a good accommodation environment and eating conditions for us. It can be said that good training is based on perfect hardware conditions.