Customer service and management training summary, it is easy to encounter these problems in the job interview process. Understanding interpersonal communication is also a magic weapon to win in the workplace. The workplace is complicated and there are people outside. Look at the summary of customer service and management training and those things in the workplace.
Summary of customer service and management training 1 "What you learn in school is not knowledge, but an ability called self-study". I didn't realize its significance until I put it into practice. Be sure to work hard, ponder slowly, keep learning and accumulate. When you encounter something you don't understand, try to solve it first. It's really no good asking others modestly. People who have no self-study ability will be eliminated by enterprises and society sooner or later. Therefore, in practice, only by constantly learning and enriching ourselves can we gain a foothold in this society and have a foothold.
First, the purpose of internship
During the one-month internship, I will learn more knowledge and accumulate more practical experience in line with the principle of laying the foundation for future work. I will find my own shortcomings and deficiencies in the process of internship, and at the same time let myself learn more knowledge, apply what I have learned in school to practice and test my learning results, so as to develop myself better and gain a better foothold in society.
Second, the internship time
20xx x month x day to 20xx month x day
Third, the internship location
Xx city, xx province
Fourth, internship units and positions
Xx datao trading co., ltd, Taobao after-sales customer service.
Verb (abbreviation for verb) job description
I'm here as an intern at xx Datao Trading Co., Ltd. I submitted my resume and got this internship opportunity after an interview. I am not familiar with this place either. I really suffered a lot in the process of finding an internship unit. After many interviews, I accumulated experience and learned skills, and was finally accepted by the company. My internship position is after-sales customer service. The main job is to deal with after-sales problems, solve bad reviews, and deal with return events. But although it is after-sales customer service, it is not very clear. I also want to complete the task of pre-sales customer service.
1. Receive online consultation from visiting customers through Taobao Want Want Chat Software, including detailed parameter analysis of product information such as product features, specifications and styles.
2, through superb language communication skills and negotiation skills, recommend products to customers and promote satisfactory purchase.
3. According to customer requirements or store regulations, split or merge orders for customers, modify postage, and note information for customer orders.
4. Provide good after-sales service for buyers, solve after-sales problems, solve customer disputes, and handle bad reviews.
These are basically things that must be done every day.
Sixth, the internship summary
1, internship content
On the first day of work, the customer service supervisor began to take us and assign us tasks. In the morning, I am familiar with the company's rules and regulations, and at the same time understand my job responsibilities. She told me what I need to do tomorrow and what I should say to my clients. She also told me how many kinds of customers I usually meet, how to face them and how to solve the problems raised by ordinary customers.
And my job is after-sales customer service, mainly dealing with bad reviews and corresponding after-sales problems. When customers have questions and want to find our customer service, we should be very careful in what we say and do, because our words represent the commitment of our company, and we are the representatives of the company. Like me, as an after-sales customer service, my main job is to deal with after-sales problems, after-sales disputes, solve bad reviews and return goods. These problems cannot be solved in one stroke or two. For example, to solve an after-sales problem and deal with bad reviews, I want to check the customer's information, check the customer's information, check the customer's evaluation content, and understand the reasons for bad reviews. After understanding these situations, it depends on when the customer is free, and then call him or contact Want Want. After the phone is connected or Wangwang is contacted, it is necessary to explain the reasons to the customer according to the customer's language and tone, and propose solutions for them to choose from. Only in this way can we solve the problem, the two sides can live in harmony, reach a trust relationship, and let the customer become a loyal customer of our company. I find it very important to collect and prepare customer information in this process, especially in the process of making a phone call. At the same time, when customers are dissatisfied, we must listen and affirm in time, and finally put forward our solutions. Although it looks not difficult, it is not a very simple thing to do. Because we face different customers, everyone's personality is different. At this time, we need time to distinguish and find out what kind of people we are facing now, so as to find the corresponding solutions, identify and answer the questions raised by customers according to their tone and tone, and provide corresponding solutions to make customers truly satisfied.
It's not just the bad reviews that need to be called to customers. For example, if customers find that the goods are not satisfied or have problems, they should also solve them for them. I want to contact the personnel in the warehouse department to find out whether there is any goods, and reply to the customer in time after receiving the goods returned by the customer. At this time, the most important thing to pay attention to is: it must be timely and effective, and pay attention to speaking skills. Under normal circumstances, it is not a big problem to solve, but we should keep a good attitude, because sometimes customers will lose their temper, but if they stand from the perspective of consumers, they will solve it calmly.
2. Internship experience
Unconsciously, it's time for a month's internship. During this month's internship, I grew up and found many problems.
My internship unit is xx Datao Trading Co., Ltd. At first, the company was established by the boss and the proprietress, but it was not easy to achieve the triple crown from a Taobao shop without any credibility. It has been five years since it started operation in 2006. It is through constant persistence and hard work that we have achieved today's achievements. The company's aim is: customer first, service first. Adhering to this principle, we always remain vigilant in our work. The company is small and divided into two departments: customer service department and storage department. The two departments are independent but inseparable at the same time, which is a relatively independent model and directly managed by the boss.
A month's internship, what you do every day is very complicated, but you must not be careless, because if you don't pay attention, you may lose a customer, even bring bad reviews, and even lead to rights protection. So I am very cautious in my post practice. Afraid of being careless and making mistakes, it will be a big loss.
At work, it's not as easy as at school. You can't solve a day's work by eating in class and finishing your homework. We must all finish a certain amount of work tomorrow.
Internship means that we are no longer in school, and we are not only facing customers, not only work, but also life circles, not only classmates, not only teachers, but also colleagues, superiors and bosses.
In practice, we should not only bear the pressure of work, but also know the rules of the workplace and how to get along with colleagues, bosses and bosses. Many times, colleagues will not be as caring and attentive to you as classmates. While some colleagues are smiling at each other on the surface, but behind them they are intrigued and unscrupulous, stepping on others' shoulders and constantly climbing up, so we often can't adapt as soon as we leave school. But the environment often affects a person's work attitude. In a cold and impersonal office, everyone will have no attachment, and if there is a better opportunity, they will definitely jump ship without hesitation. They are depressed, which leads to low work efficiency. Every day they just wait to get off work and go home early. Occasional birthday parties for colleagues and a little sympathy when you are sick will help to create a harmonious working environment in Qile. In a good mood, everyone is happy at work, which is conducive to the development of the company. Although our company is a small-scale company, the relationship between our colleagues is very good. When I first entered this company, I could say that I didn't know anything. At this time, I can say that only by slowly groping and learning on my own can I do my work better, so I often ask my colleagues for advice. Fortunately, my colleagues are very enthusiastic to teach me. When I don't understand, even if I am busy at work, I will put down what I am doing and teach me how to deal with it. I can get better results when communicating with customers. I always encourage me when I am embarrassed by my customers; When customers lose their temper, they always give me confidence, let me stick to it and calm down. Gradually, my mind became better than before. With their help, my temper has also improved. Under their guidance, I work more methodically and methodically.
Summary of customer service and management training 2 Property management is a comprehensive management that adapts to the modern production mode of comprehensive development of real estate. It is a unified management that is connected with the diversified pattern of property rights produced by the housing reform, and it is a socialized, specialized, enterprise-oriented and operational management that is compatible with the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry.
During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.
Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.
The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears to deal with problems.
Property management industry is an industry with imperfect legal system, involving a wide range. The professional knowledge of the internship report network is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.
Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve our overall service level. The main contents of our training are:
1, do a good job in etiquette training and standardize gfd.
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.
The front desk reception is the service window of the management office. The main duties of the front desk reception are to keep the information channels unblocked, supervise and inspect, and dispatch and coordinate the work of various departments. In the daily service, the front desk should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve the work efficiency, the receptionist is also responsible for the statistical filing of charging data while keeping records of manual communication, which makes all kinds of information more complete, more convenient to query and maintains the integrity of original data.
2, do a good job in professional knowledge training, improve professional skills.
In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with pollution laws and regulations such as "Property Management Regulations" and "Measures for the Administration of Charges of Property Management Enterprises", I learned relevant legal knowledge to legally solve problems encountered in practice, and also invited.
In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the engineering master to explain to us the knowledge about engineering maintenance, such as the owner's application for repair. To be able to distinguish the location, basic treatment methods, what tools the master should bring, and how long is the warranty period of each part of the project. Only by clarifying these problems can we publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
Summary of customer service and management training 3 At the end of 20xx, I applied for an internship as a customer service assistant in xx Property Service Co., Ltd. During the internship, I practiced facilities management, affairs management and fire safety management in turn. During the internship, under the enthusiastic guidance of my colleagues, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, and deepened my understanding of the actual work with theoretical knowledge. The internship is both busy and novel, and it has gained a lot. Through internship, I have a deep understanding of property management. The Property Management Office first gave us some basic information, and then briefly introduced the transaction management, customer management and service process, as well as security.
Then I began to "work". Looking back on the internship process, I felt a lot and gained a lot. Through practice, the gap between classroom and actual social work has been effectively shortened, so that I can master the work and methods of property management systematically and comprehensively. Under the careful guidance of the teacher, I actively participated in the related work of property management, paid attention to the combination of theoretical knowledge and practical application, and tested the theoretical knowledge of property management with practice, thus deepening my understanding of property management. The following is a summary of this internship:
First, optimize customer management and service processes.
(1) The customer service department is the "transit station" of the whole property management company, and its position is very important. Service personnel are the first person to deal with the owners, so the image they leave to customers represents the company's mental outlook and the standard image of service personnel. The standard image includes three aspects: appearance, language and behavior. The instrument standard requires our service personnel to hold certificates and wear obvious signs when dressing. The language image requires the service receptionist to speak Mandarin. Customer service personnel should always convey the good image of the company to users.
(2) Strengthen corporate publicity. Attach importance to the role of owners' congress and owners' committee, and make them a bridge between property and owners.
(3) Customer data information records the information of the owners and tenants of the community; Financial management records all kinds of income and expenditure details; Service management records the maintenance application and maintenance service process of users. The system has the advantages of convenience and quickness, and can provide data support for property management services, but there are still many aspects to be improved. For example, the service management module system is not open enough, so users don't need this for repair. They mainly accept maintenance reports and telephone follow-up. As a result, the application of information technology is not in place, and the cost of various resources has not been effectively reduced by information technology. In this regard, we should improve the service management system, redesign the service process, separate the management and service system, strengthen publicity and opening up, and urge users to make more use of the system for maintenance.
Second, publicize and advocate the service concept of "people-oriented"
Property management must establish a people-oriented service concept, advocate humanized service, implement people-oriented service measures, improve service efficiency and take customer satisfaction as the best pursuit of property management. Property companies use the effective combination of relevant data indicators and employee performance appraisal to achieve it through strict rules and regulations. And the standardized service mode such as "Best Service Smiling Face" is introduced, so that employees can consciously establish what kind of service meets the needs of owners and fully explore the service awareness and professional skills of customer service personnel. Pay attention to the harmony and complementarity between ecology and humanity, create a healthy living environment, and realize the coexistence of life and health, life and art, and life and nature.
The third is the refinement of transaction management.
In the actual property management work, faced with simple and repetitive trivial things, property management members still do everything with great enthusiasm every day, providing a good living environment for the owners and doing a good job in logistics. These all depend on the detailed process from the operational process, the establishment and implementation of refined management, starting from the details, starting from the small things, starting from the ordinary things. At the same time, the company has formulated a strict reward and punishment system to standardize the behavior of employees and let them know what to do and what not to do.
Fourth, the internship summary
This internship has enabled me to sum up what I have learned in the past from practice and broaden my vision of property management. Property management is a service industry, so we have more practical feelings in the understanding and application of services. In the service industry, our work should not only face people, but also face things, and ultimately serve customers, so as a man, we should do more work on the basis of doing good things. After all, people are the foundation of service. In short, after this internship, I got real practical experience and integrated theoretical knowledge, which laid a solid foundation for me to do a good job in property management in the future.