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Customer service annual work summary 1
After resigning from my old unit, I am ready to start a new attempt. I want to do a lot of work, but I believe I can do better. After many interviews, I finally made a breakthrough in the interview. One company saw my talent in time and gave me a chance. I think I will try my best to realize my own value and realize my ideals and ambitions that I have never had before.
Minister Xu of menstrual management department and general manager Lou went to work for three days after the interview respectively. During the three-day probation period, my job is to manage all employees of the customer service department as the customer service department supervisor, handle the daily affairs of the customer service department, and assist the floor supervisor and the manager on duty to maintain the normal operation of the shopping mall. After several days of work and observation, I have a certain understanding of the daily work of the customer service department, and I have also learned a lot of practical experience that I have never been exposed to before. According to my study and work experience, I will now report the actual operation of the customer service department of our shopping mall as follows:
First, the main work of the customer service department at present
1, vip membership card processing, registration, distribution, input system archive.
2. Receive customer complaints (front desk complaints and telephone complaints).
3. Input and play information on the display screen of the mall gate.
4. Daily mail sending and receiving.
5. Other transactions in the store.
6. Daily work in the studio.
Second, the existing working conditions of the customer service department
After the preliminary recruitment, the staffing of the customer service department I took over was normal, with 4 people in the front desk service department, 2 people in the studio and 6 people in * * *, all of which implemented the normal morning and evening shift system in the mall. At present, the advantages and characteristics of the operation of the customer service department are as follows:
1, the handover of new and old employees is normal, and there is no situation that employees unfamiliar with business work independently and are skilled in business.
2. The staff of the customer service department has a smooth connection with all floors and departments, and their work has a tacit understanding.
3. Floor management is in place, effectively assisting the front desk management of customer service department.
4. The front desk work of the customer service department is meticulous and accurate, such as daily mail receiving and dispatching, employee placing orders, and mall fault maintenance and treatment.
5. The work in the studio is progressing smoothly.
Third, the problems and deficiencies found in the main work of the customer service department at present
1, the front desk simplifies the process of receiving customer complaints.
The existing complaint process: complaint at the front desk → telephone complaint to the floor supervisor → directly transfer the complaint to the floor supervisor and all counters to handle it by themselves. This treatment method is easy to cause the workload of the floor supervisor to be too heavy and lead to management confusion. On the one hand, the customer service supervisor is idle, and on the other hand, the floor supervisor is at a loss. As far as the current shopping mall passenger flow is concerned, this handling method can really save a lot of manpower and material resources, and can also improve the complaint handling time. However, with the improvement of the sales performance of shopping malls, the passenger flow will increase, which will inevitably lead to management confusion, which will lead to the contradiction of unclear division of powers and responsibilities between departments. In particular, my shopping mall is about to open new clothes, and similar situations are likely to occur.
2. Missing work record
There is no work record at the front desk, and there is no evidence to check the work done by the front desk staff. There is only a handwritten vip customer register at the front desk to input member information into the computer system and an email register, but there are no customer complaint records, telephone reception records, lost and missing persons and other work records. The studio only has daily broadcast records, but there are no daily temporary broadcast records (advertisements, promotional information, missing persons, moving cars, lost things, etc.). ). This way of working leads to employees' low work enthusiasm, and the work they should do is often delayed and shirked. If there is no evidence to check the work mistakes, employees will pass the buck and cannot be held accountable. In addition, the lack of work records makes it difficult for the customer service supervisor to manage the employee's job responsibilities normally and improve the management quality, which is also a reason why the customer service supervisor in our shopping mall is seriously drained and the work cannot be carried out for a long time.
3. The customer service staff has poor attendance discipline.
The attendance rate of customer service staff is poor, and two people have left their posts for more than half an hour three times in two days. They all used physical discomfort as an excuse, but they didn't call in sick. If there is no supervisor's inspection, they will not report it truthfully. There is no shift schedule in the whole department, and employees change shifts at will without reporting to the supervisor for approval, shielding each other.
4. The office cost is too high, and the consumption of office supplies exceeds the department's pre-loss. If the studio applies for pens and paper many times, the consumption of front desk tape is large.
5. Transfer of related functions of customer service department
The functions of customer complaint handling authority, commodity exchange, invoice issuance and group purchase in the customer service department are delegated by other departments, which leads to the idleness, idleness and lazy thinking of the customer service staff.
6. There is no subsequent customer loyalty training.
The customer service department has no follow-up service for vip members, and the front desk service personnel are not clear about the rights of members. After simply establishing customer files, there is no follow-up service, customer maintenance and return visit.
Fourth, put forward some suggestions for the problems found.
1. Require the head of customer service department to strengthen attendance management, ensure employees' attendance, strictly manage during work, strictly check employees' on-the-job discipline, make a standardized shift registration form every week, and rectify the department's work discipline.
2. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, change the original simple process and standardize the work process. The purpose is to increase passenger flow in the future and avoid confusion and unclear rights and responsibilities.
3. Work record books, complaint records, telephone complaint records, e-mail receiving and sending records, temporary broadcast manuscript records and other service records at the front desk should be made to facilitate the leadership inspection work and the management of the employee supervisor.
4. Establish a customer follow-up service system, cultivate and maintain the fixed consumer groups in the shopping mall, and establish customers' loyalty to the shopping mall, especially provide follow-up services for vip members, such as regular customer calls, notices of large-scale promotional activities, warm reminders of point redemption, etc., in order to cooperate with the work of the marketing department and the planning department.
5. Strictly control office costs. For example, office supplies with high consumption can be replaced by old ones. After filling out the application, use the used office supplies to get a new one. For example, you need to register an outside call.
6. Customer service-related businesses can be appropriately shared, such as billing, returning goods and other rights and responsibilities, provided that the customer service supervisor has good execution, otherwise it is easy to cause confusion due to poor management.
Because of my limited post-trial time, I am not very familiar with the operation of the whole shopping mall and my observation is not thorough enough. The problems I see are superficial and rough, and some measures are not considered comprehensively, which may not really reflect the whole picture of the customer service department. I hope that the leaders will criticize and correct me and give guidance. In addition, as far as the current passenger flow and management system of shopping malls are concerned, the areas that need to be improved are not very prominent. Considering that the reloading and opening of our shopping mall will expand its operation, the existing management can't cope with the scale of the shopping mall in the future, so it is imperative to strengthen management during the transformation period.
I don't know if I can stay here as a customer service supervisor after the probation period. However, during the three-day probation period, I did very well. Although I don't know much about the customer service department, I still know it. I hope the company can see my potential and let me continue my present job. I believe I have the ability to be an excellent customer service supervisor. I will work hard and make my greatest contribution to the development of the company!
Customer service annual work summary II
During my two-month probation period, my main job is to be familiar with the environment, personnel and institutional processes. Through learning, I am familiar with the whole property operation process of oo Garden. At work, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, and at the same time actively sharing worries for the leaders and giving good ideas; Ask colleagues modestly for questions you don't understand about the project, and constantly improve and enrich yourself. I hope I can integrate into my work as soon as possible and make greater contributions to the company. With the help of company leaders and the cooperation of all staff, I have been working for more than two months, and now I will report my work during this period as follows:
A, fully familiar with the company, project personnel environment, system process, feel the company's corporate culture.
When I joined the company, all employees in the company, under the leadership of the boss, were full of enthusiasm and enterprising, showing a vigorous corporate atmosphere. Encouraged by this good corporate culture, I quickly put myself into my work.
Second, correct mistakes and put forward reasonable suggestions:
Due to various reasons in the early stage, the work of the property management service center lags behind, especially in engineering maintenance. Through efforts to deal with them one by one, fully investigate and study, and scientifically and reasonably implement various matters explained by company leaders; Reasonably combine the particularity of property management in this community; On the premise of referring to the operating rules of the same industry, the customer service, cleaning and greening work were adjusted.
Three, standardize the management system, improve the project execution ability:
Increase conversations with employees in this department, enhance understanding, and communicate through regular meetings and temporary meetings. Find problems and hidden dangers in the work, explain and learn to eliminate them in time, and improve and establish some rules and regulations on the basis of making good use of the original system:
1. Decoration inspection system;
2. Greening maintenance management system;
3. Distribution scheme of clean work flow;
After preliminary standardization and adjustment, every employee truly takes responsibility to people and rewards and punishments to people; Conduct regular training and assessment to effectively improve the professional service knowledge and skills of employees. Now employees' service consciousness and customer service ability have made great progress. After more than two months of work, although some achievements have been made, there are still some shortcomings. For example, the maintenance of individual projects cannot be completely solved in time, and we are trying our best to coordinate and solve them one by one. I believe that with the leadership and support of leaders at all levels in the company, the work of _ _ Garden Property Service Center will make greater progress.
Customer service annual work summary 3
20____ years passed quickly. In this year, it seems that there is not much worth recalling. Life and work still have no scenery along the way, just when I thought the road was moving forward and the days were so calm. /kloc-I came to _ _, 20 _ _, 165438 in October, and I was very happy after applying and choosing.
It has been more than two months since I joined _ _, but for me, I have grown a lot. Learning a working method, work content and workflow that I am not completely familiar with from the beginning will help me to understand the workflow and content of the whole English customer service more comprehensively and systematically. Two months' work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking. Here, I not only criticized my work some time ago, but also made some summaries. How to do a good job in my future work and serve the company with everyone.
I. Summary of 20__
(1) Work summary
I participated in the verification of English customer service orders for the first time on _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. Participate in the questionnaire for the first time and complete the order reply; Contact the refund and complaint handling department for the first time. Here, I see hope, because I can learn more about my work. Because I have been engaged in related work before, I got started quickly. Thanks to the guidance and help of leaders and colleagues, and thanks to the company for giving me the opportunity to learn. Here, I see a group of hard-working, hard-working and down-to-earth people at work, I see a good team, and I have no sense of work pressure. But unfortunately, I have never been confident to complete the standardized operation and control of the whole process independently, which will be the primary task and the most important problem I will face and change in the coming year.
(B) deficiencies in the work
Lack of initiative in work, lack of communication with leaders and everyone, comprehensive and meticulous consideration of problems, and many mistakes, especially in order verification and follow-up. I need to spend more time and energy to study. Because this is far from the expectations and requirements of company leaders in their work. At the same time, the level of English theoretical knowledge, working pressure tolerance, and the implementation and planning of specific work need to be further improved. A series of problems need me to overcome and solve in my future work, so that I can do my job better. And what you should do and can do, you should be brave enough to undertake, not rely on others, not shrink back, not escape, and bravely take every step, so that you will be more confident, bold and careful in your work in the future.
Second, the 20__ year plan
The new year is coming, full of challenges and opportunities. I must work harder. It seems easy, but it needs hard work, attitude, confidence and endurance. I firmly believe that with the correct decision of the company leaders, the assistance of my colleagues and my unremitting efforts, the 20____ annual meeting will be a year for me to realize transformation in _ _ _.
(a) enhance the sense of responsibility, obey the leadership arrangement, actively communicate with the leadership, improve work efficiency.
We should take the initiative to get the work to the point and implement it, so as to reduce work mistakes. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperating with colleagues and reporting work and suggestions to leaders. As a newcomer, you should put yourself down a little and understand the strength and importance of the team.
(2) Study hard and improve professional service ability.
When it comes to the study of work-related knowledge, I am not afraid of hardships and try my best to overcome them. I have encountered many new things, new problems and new situations that I seldom touch or even never understand. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. Faced with these problems, you should know more about yourself, be familiar with the company's products, order operation and how to manage, so as to quickly enter the work role and express it to customers in professional language.
(3) Take more actions and stick to the post responsibilities.
English customer service post, long working hours, heavy tasks, great pressure, night shift, shouldering the company image. Therefore, what is needed is someone who has a sense of responsibility, is not afraid of hardships, can endure hardships and is willing to contribute. We should also learn to constantly adjust our emotions and decompress ourselves.
There is no size of work, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so many people describe us as "high-minded and low-minded" However, I personally think that I am highly motivated, and my characteristics are strong learning ability and sincere treatment. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to summarize, analyze and induce in time and professionally, and finally complete my promotion and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself.
(4) Be good at thinking and integrate theory with practice.
Be a careful person at work. Under the guidance and care of the company leaders, I gradually became familiar with the work situation. Through careful observation and attention, reflection and summary, I have absorbed the essence, extracted the dross, and constantly summed up experience in my work. Grasp and discover the bright spots in everyone's work, learn from them and improve themselves, broaden their knowledge and improve their ability to perform their duties.
Customer service annual work summary 4
Time flies, and I have been working in __x for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.
The following is my main work in the past year.
First, 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. Whenever I encounter trivial things, I always try my best to do them. When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Second, study hard and keep pace with the times theory is the forerunner of action.
As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
Thirdly, I realized the importance of details in my work and life.
Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm.
Fourth, communicate and learn more with leaders and colleagues.
Learn from each other's strengths, improve their abilities in all aspects and keep up with the company's progress. Fortunately, I can join the lovely and excellent team of _ _ Customer Service Department. __x's cultural concept and the working atmosphere of the customer service department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!
Customer service annual work summary 5
"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 sum up my work in the past 20 years.
First, be loyal to your duties and sincerely overcome difficulties.
20__ is my second year in __x Company. With the increase in the number of __x customers, the increase in marketing activities, the increase in bank interest rates and other factors, customers' demand for the customer center of Bank of Communications is increasing, and the daily telephone traffic of __x 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. He was worried about this guest at that time. 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__ _, I took the initiative to join the "Youth Exchange" organized by __x, which added 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 display my hobbies and expertise, and enriching amateur cultural exchanges among colleagues.
In 20__ 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.
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