Summary of customer service operation-I majored in broadcasting in college. I want to find a job in a TV station after graduation, but the conditions there are too harsh, and my ability and qualifications can't meet the requirements. As a result, of course, I can't find a job in the TV station. From then on, I want to be a radio announcer. I was confident in my sound quality, but I still failed. Finally, I had to work as a customer service staff in a telecommunications company.
The most important thing for telecom customer service staff is not to meet directly at the customer's home, but to work by telephone, where my sound quality has been fully exerted.
Over the past year, with the correct leadership and care of the company's Party Committee, I have earnestly studied the "Theory of Three Represents" theory, firmly established the concept of honor and disgrace with "eight honors and eight disgraces" as its content, and made it my duty to serve customers with a smile, based on my own duties, be loyal to my duties, and do a good job in customer service of grass-roots telecommunications in accordance with the working ideas determined by the Bureau's Party Committee. Now let me sum up my work for the whole 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. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; 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.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is more important than application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work. In the three years since I came to the company, I have paid attention to transforming theory into my own scientific thinking method, into a correct grasp of practical work, into a way of thinking to guide my work, actively studying new situations, solving new problems, taking a new path, overcoming old thinking, quitting "empiricism" and expanding my thinking.
2. Pay attention to overcoming "laziness" in thought. Adhere to the system and carry out theoretical study as planned. First of all, don't regard theoretical study as a "soft indicator" and an extra burden, and consciously participate in the concentrated study of party classes every quarter; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In my future work, I will continue to carry forward my past work style. I will continue to work hard, keep a good relationship with customers at work, solve customers' difficulties with the best service and let me solve customers' problems with the best service.
That's how it works. I love my job. I already love my job very much. I will continue to work hard in the future and do my best for the development of the company!
Customer service operator's work summary II. Flying snowflakes bring information about winter and send away a full and busy XX year. Time is always so fast, in the blink of an eye, XX years passed silently! Over the past year, with the strong support and help of company leaders and colleagues, the customer service work has progressed smoothly.
Now briefly summarized as follows:
XX is an unforgettable year for me. My job content hasn't changed much, and the focus is still on communication with customers and data collection. However, I made some adjustments in my work ideas and methods, felt the pressure, and at the same time incorporated the joy of harvest.
Under the leadership of the department manager, all the work was gradually standardized and the planned maintenance tasks were successfully completed. As a customer service staff, I pay attention to combining action with communication this year. After the installation and maintenance, I made a telephone call back, listened carefully to the opinions and suggestions of customers, and established an electronic file for customers in time. The company sends a warm and inspirational message every month, which enhances the company's service image and is well received by customers. Although the customer service work is trivial, in this process, through extensive collection and study of other companies' service regulations, some progress has been made in work organization and service norms. After strict examination and control of Sambo parts and effective monthly accounting, the total amount of Sambo parts this year is controlled within 20,000 yuan, which is lower than last year. With the joint efforts of everyone, the total fees have increased and the economic indicators set at the beginning of the year have been successfully completed. In the process of communicating with customers, making cultural walls and making effective use of network information platform, I have exercised my language communication ability and written expression ability, and at the same time fully realized my lack of knowledge, which requires continuous self-improvement. In terms of business ability, after more than two years of humble study, I have a full understanding of some products and accessories, and many of them are still not very clear. In my future work, I need to study hard and consult with an open mind.
Although the work in XX years has been on the right track, and some achievements have been made, there are still some shortcomings, mainly due to the lack of positive and optimistic attitude, lack of dedication to learning and customer service, a certain gap compared with experienced colleagues, and no substantial improvement in business ability. In my future work, I will conscientiously sum up my experience, overcome my shortcomings and strive to do better.
XX was a very rewarding year in my career. Through shell training and expanding training, I have a clearer understanding of the team and a more accurate analysis of myself. Time always goes round and round, but the years have settled down. In XX, I will devote my efforts and passion to the work in the new year, strive to improve my knowledge beyond what I already have, strive to enhance my potential value and make greater progress.
Summary of Customer Service Operator's Work 3 It has been more than five months since I came to the customer service center unconsciously. From these months' work, I have summed up the following points: 1, based on my job, loving my job, 2, studying hard and keeping pace with the times, 3, in my future work, I will continue to work hard to solve customers' difficulties with the best service and let me solve customers' problems with the best service, 4, constantly improve myself and cultivate myself.
Being engaged in telephone customer service is a very patient and challenging job. Regardless of the length of time, telephone customer service can give people great growth. The following is a summary of telephone customer service:
It has been more than five months since I registered online, participated in listening, writing, interview, second interview and training. In these five months, I have experienced the transformation from a college student who just walked out of campus to an office worker. From an independent individual, to become a member of the customer service center of * * bank telephone bank.
Here, we hold a pre-shift group meeting every morning. Each group leader will summarize some mistakes from yesterday's outgoing and incoming calls, and emphasize what problems should be paid attention to in today's outgoing calls the next day; Here, our team members, team leaders and students make cases with each other, find our shortcomings from one case to another, and strengthen our standard speech skills, so that we can calmly deal with all kinds of difficult customers; Here, we discuss the blackboard design of each team in each group, and every student actively participates in the discussion. Everyone expressed their opinions and exchanged views with each other. Qi Xin cooperated to complete the design and production of the blackboard newspaper; Here, we hold a big group meeting every day before going to work, and the leaders of the building will praise outstanding students in all aspects and encourage students who have made progress; Here, many good things happen every day. Although these things are small, what we feel from these small things is the warmth of our telephone banking center. Here, we will record our work speech every day, and record every bit of our work; More importantly, here, under the influence of the corporate culture of banks, telephones and banking centers, we constantly improve our overall quality and improve ourselves ... This tense and busy atmosphere makes me feel a little stressed on weekdays. But the enthusiasm, welcome and smile of the old seat and new classmates infected me and made me relax. Listening to the kind and skilled words of the old employees, watching their skillful operation and appreciating their seriousness and perseverance in their work, the impetuous youth has also faded and become more mature and stable.
From these months' work, I have summarized the following points:
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. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; 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.
I remember a lesson that Director Shi gave our new employees, saying that "choosing CCB means choosing to keep learning". As a customer service staff of telephone banking center, I deeply understand that business learning is not only a task, but also a responsibility and a realm. Over the past few months, I have been studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work.
2. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.
In the future work, I will continue to work hard to maintain a good relationship with customers at work, solve customers' difficulties with the best service, and let me solve customers' problems with the best service. Make the following plans:
First, effectively complete the power-off task. In the daily exhalation, learn to summarize the characteristics of various places, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient exhalation. For example, when collecting personal loans in * * area, the contact rate in the afternoon is generally high, so it is necessary to make more appointments with customers in * * area; For example, customers in line * * are slow to understand and reflect, so we need to slow down when making outbound calls to cooperate with customers. Combination of quantity, quality and benefit;
Second, strengthen self-study and improve professional level. Proficient in "one-stop", can blurt out when solving customer problems; Strengthen the practice of knowledge base search, be familiar with the tree structure of knowledge base, and help us use knowledge base efficiently; Constantly consolidate the business knowledge learned, so as to answer customers' questions accurately and completely;
Third, enhance the awareness of active service and maintain a good attitude;
Fourth, constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.