Customer service experience

Part 1: College students' customer service experience

I have been in college for 2 years. The real internship has actually been 2 times. The first time I was in Suning, this time in Alipay, but the work is the same kind - customer service, my understanding is unconditional service to the caller. You must treat customers with awe-inspiring attitude. In the process of conversation, you must be polite, patient, and kind. This is almost a must. In fact, after these two internships, I found that I am not suitable for the kind of sitting at the desk. Although I am keen on talking and talking, I think communication is the best way to communicate, it is a bridge. I am close to each other, but I don't seem to like listening to it. I like face to face. It seems to satisfy me more. Customer service is a kind of listening and listening. According to the speed of the other party, according to the tone of the other party, to judge and speculate on the change of the other party's expression, I think this kind of work is more suitable for the type of person, so it seems to be more able to play the advantages of such people. . Generally speaking, people who are not shy are generally a little bit embarrassed. In fact, when doing this kind of customer service, his emotions are not so restrained, and the tone is prone to great fluctuations. I think I belong to the latter. In fact, in today's society, a society full of various communication methods, coupled with the continuous development of the online world, people can do anything that can be done online without leaving home, and then there are many problems. Put it there, then what way can solve these contradictions? This kind of customer service team is constantly expanding, and this industry has actually solved many employment problems. I think we sometimes think about this profession too simple. It is really difficult to be a qualified customer service. A qualified customer service must have too many things to understand. The internal and external companies have close ties with the company. Relevant business knowledge, of course, the language used to answer questions should also be quite demanding, at least clear, professional language specification, friendly answer, good language organization ability, I think this is a must-have for customer service.
At the Alipay internship, at the moment I feel that the biggest gain is not the feeling that my position has brought me. In fact, the company's atmosphere is my biggest gain, especially at the headquarters. In fact, although work is a way of making a living, I feel that it is a way of life. As long as you are a happy job, there is a strong sense of life in your life. The pleasure of work will give you Life adds a lot of fun.
This kind of internship opportunity is really good, but in the future internship, I still hope to be able to contact different fields. I think that our life should have different identity changes, contact people in different fields, understand different knowledge, and integrate. This kind of life should be fascinating. Of course, if there is a chance in the future, I am still willing to work in Alipay, but it is not the same position.

Part 2: Internship experience in customer service work

I thought that to be a qualified customer service staff, you should have good psychological quality, communication and resilience at work, a high sense of responsibility and honor, product expertise, product expertise is the cornerstone of our work, this is As an indispensable condition for a qualified customer service.
First, the customer service needs to have a good psychological quality. The customer service staff directly contacts the user, provides consulting services, accepts user complaints, etc. The special nature of the work determines that the customer's staff must have certain patience, tolerance of the user's dissatisfaction, ability to withstand stress, and good psychological quality. .
Second, proficient in business knowledge, understanding of product and user needs. Proficiency in business knowledge is one of the basic qualities of customer service staff. Only by truly understanding the needs of products and users, and mastering business knowledge, can actively respond to customers.
Third, communication and resilience. The customer service work puts higher demands on the employees in the communication and adaptability than other positions. Customer service staff need to use certain communication skills when accepting user complaints, actively respond, resolve conflicts, resolve conflicts and confrontation, learn lessons from the loss of complaints, maintain corporate image and solve problems for users in a timely manner.
Fourth, a high sense of responsibility and honor. Customer service work is the window for the external display of corporate image. The quality of customer service work and the quality of customer service staff directly affect the image of the company. This requires the company's customer service staff to have a high degree of professional ethics, do their job, and maintain the image of the company.
All in all, the good and bad of customer service work represents a company's cultural accomplishment, overall image and comprehensive quality, directly linked to the interests of the company. Whether you can win value customers is not only the product quality, product standards, product prices, etc., but also customer service is a key link.
For the future customer service work, there are still many places that need to continue to learn from colleagues. At the same time, we will continue to strengthen our study, enhance personal professionalism, and contribute our own strength to the development of the company.

Chapter 3: Customer Internship Experience

During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the work related to property management, paying attention to the theoretical knowledge of property management learned in books, and using theoretical knowledge to deepen my understanding of practical work and verifying with practice. The theory of property management learned to explore the nature and laws of property management. Short internship life, both nervous and novel, the harvest is very big
Property management belongs to the tertiary industry and is a service industry. In the same third industry, property management has its own unique characteristics, that is, it is an industry that integrates management, service, and operation, and operates and manages services. Providing quality, efficient and considerate services to property owners and users to make the property appreciate. Hengjia Property Management Company wants the owner's thoughts and is anxious for the owners. 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 environment is beautiful, the degree of greening is high, the facilities are complete and complete, and various activities are often carried out to enrich the owner's spare time and belong to a high-quality community. Its business goal is to create a “safe, warm, fast, convenient and clean” living community for the owners.
The main job of my internship this time is to receive the owner's visit, failure report and complaint handling. Among them, the main thing to note is to warmly receive the owners and help the owners solve the actual problems as soon as possible. For some problems that are not within the scope of the property, further analysis, countermeasures and solutions are proposed to greatly reduce the loss of the owner's interests. Years ago, under the guidance of the leaders, the security risks in the community were cleared and eliminated. Providing a clean environment for the community owners to spend a safe and harmonious New Year. At the same time, it also records and organizes the payment of the community owners to protect the interests of each owner. At the same time, it also conducts door-to-door visits and problems for some owners who are maliciously arrears.
Strengthen training and improve business level
The property management industry is an industry with an unsound legal system and a wide range of topics. The professional knowledge of the internship report network is very important for property managers. However, the theory of property management is still immature and lacks experience in practice. The market environment is gradually taking shape, and it will take a long time to get on the right track. These objective conditions have determined that our practitioners need to continuously learn and learn the laws, regulations and developments of the industry, which is very beneficial for doing a good job in our work.
The customer service department is the most direct and frequent department dealing with the owners. The quality of the employees represents the image of the company. Therefore, we have been constantly improving the staff training and improving our overall service level. The main contents of our training are:
Do a good job in etiquette training, standardizing the instrumentation
A good image gives people a feeling of pleasing and pleasing feeling. Property management is first and foremost a service industry. It welcomes the owners to visit. We are warm and thoughtful, smiling, and attentive, so that even if the owners bring their emotions, our thoughtful service is also It will let it reduce some of the problems so that we can solve the problem of the owner. Manager Chen specializes in providing professional training to all employees, and is completely a hotel-style service specification to require employees. If the front desk picks up the phone, you must pick up the phone within three rings. The first sentence is to report the door "Hello", Tianyuan Property X number × people for you. The front desk service staff must stand the service, whether it is the company The leader is not to say "hello" when the owner passes by the front desk. In this way, the image of the customer service department is enhanced, and the image of the entire property company is also enhanced to a certain extent, which further highlights the service nature of the property company.
The front desk reception is the service window of the management office. It keeps the information channels unblocked, supervises the inspection, dispatch and coordinates the work of various departments, and is the main responsibility of the reception. In daily service, the front desk not only needs to receive all kinds of repairs, consultations, complaints and suggestions from the owners, but also timely report the needs of the owners to the relevant departments and construction units, supervise the maintenance follow-up work, and return to the maintenance completion. closed loop. In order to improve work efficiency, while continuing to make manual communication records, the front desk reception is also responsible for the statistical archiving of the charge data, so that the various information storage is more complete, the search is more convenient, and the integrity of the original data is maintained.

Chapter 4: Customer Internship Experience

Property management is a comprehensive management that is compatible with the modern production mode of comprehensive development of real estate. It is a unified management that is linked to the diversification of property rights arising from housing reform. It is a socialization that is compatible with the establishment of a market economic system. Professional, enterprise, and business management. This kind of highly unified management of all-round multi-level services and market-oriented management, and the management and management of property management in 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 work related to property management, paying attention to the theoretical knowledge of property management learned in books, and using theoretical knowledge to deepen my understanding of practical work and verifying with practice. The theory of property management learned to explore the nature and laws of property management. The short internship life is both intense and novel. The great property management is a tertiary industry and a service industry. In the same third industry, property management has its own unique characteristics, that is, it is an industry that integrates management, service, and operation, and operates and manages services. Providing quality, efficient and considerate services to property owners and users to make the property appreciate. Hengjia Property Management Company wants the owner's thoughts and is anxious for the owners. 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 environment is beautiful, the degree of greening is high, the facilities are complete and complete, and various activities are often carried out to enrich the owner's spare time and belong to a high-quality community. Its business goal is to create a “safe, warm, fast, convenient and clean” living community for the owners.
The main job of my internship this time is to receive the owner's visit, failure report and complaint handling. Among them, the main thing to note is to warmly receive the owners and help the owners solve the actual problems as soon as possible. For some problems that are not within the scope of the property, further analysis, countermeasures and solutions are proposed to greatly reduce the loss of the owner's interests. Years ago, under the guidance of the leaders, the security risks in the community were cleared and eliminated. Providing a clean environment for the community owners to spend a safe and harmonious New Year. At the same time, it also records and organizes the payment of the community owners to protect the interests of each owner. At the same time, it also treats some owners who are maliciously arrears and conducts home visits and problems.
Strengthening training and improving business level The property management industry is an industry with unsound legal system and a wide range of fields. Expertise is very important for property managers. However, the theory of property management is still immature and lacks experience in practice. The market environment is gradually taking shape, and it will take a long time to get on the right track. These objective conditions have determined that our practitioners need to continuously learn and learn the laws, regulations and developments of the industry, which is very beneficial for doing a good job in our work.
The customer service department is the most direct and frequent department dealing with the owners. The quality of the employees represents the image of the company. Therefore, we have been constantly improving the staff training and improving our overall service level. The main contents of our training are:
Do a good job of etiquette training, standardizing the appearance of a good image to give people a feeling of pleasing to the eye, property management is first and foremost a service industry, receiving host visits, we are warm and thoughtful, smiling service, attitude and embarrassment, so even if the owner carries Emotions, our thoughtful service will also let it reduce some, so that we can solve the problem of the owner. Manager Chen specializes in providing professional training for all employees, which is completely a hotel-style service specification to require employees. If the front desk picks up the phone, you must pick up the phone within three rings. The first sentence is to report the door to "Hello", Tianyuan Property X X people serve you. "The front desk service staff must stand the service, whether it is the company. The leader is not to say "hello" when the owner passes by the front desk. In this way, the image of the customer service department has been enhanced, and the image of the entire property company has been enhanced to a certain extent, and the service nature of the property company has been highlighted.
The front desk reception is the service window of the management office. It keeps the information channels unblocked, supervises the inspection, dispatch and coordinates the work of various departments, and is the main responsibility of the reception. In daily service, the front desk not only needs to receive all kinds of repairs, consultations, complaints and suggestions from the owners, but also timely report the needs of the owners to the relevant departments and construction units, supervise the maintenance follow-up work, and return to the maintenance completion. closed loop. In order to improve work efficiency, while continuing to make manual communication records, the front desk reception is also responsible for the statistical archiving of the charge data, so that the various information storage is more complete, the search is more convenient, and the integrity of the original data is maintained. Improve professional skills In addition to etiquette training, professional knowledge training is the main. We regularly train our employees in this area. Mainly in combination with the "Property Management Regulations", "Property Management Enterprise Charges Management Measures" and other pollution regulations, learning related legal knowledge, legally solve the problems encountered in practice, we also invited the engineering department master to explain to us about engineering maintenance Knowledge, such as the owner's repair, we should be able to distinguish the location of repair, basic processing methods, what tools should be brought by the master, and the warranty period of each part of the project quality, it is clear that these issues, in order to publicize and speak to the owners. Let the owners clearly understand that the property management is not forever guaranteed, nor is it the property management fee. Our company is responsible for everything. We will take some classic cases, and we will discuss, analyze and learn together, and the responsibility of the space company will be responsible for the dispute. Wait. We all need to continue to learn and accumulate experience in our work.
The Management Office receives the visiting and filing system to strengthen the relationship between the management office and the owners and residents, timely solve problems for the owners and residents, improve social benefits, and establish a system for receiving complaints.
First, the reception work is handled by the Customer Service Center, which publicizes the office and telephone number for receiving complaints, so that the owners and residents can visit the complaints and trust management office.
2. Any manager who meets the complaints of the owner or the resident should give a warm reception, take the initiative to ask, smile, not be martyrdom, not shirk, not confront, not to intensify the mood of the owner and the occupants, and to be acquainted with Strangers are the same, for adults and children, when they are busy.
3. For complaints from residents and the issues mentioned in the visit, the customer service personnel shall make timely records, conduct investigations and verifications on the same day, and report the results and handling suggestions to the director of the office. The director shall decide on the handling methods and responsible departments.
4. Responsible departments should be enthusiastic, proactive, and timely when handling visits and complaints. They must adhere to principles and highlight services. Do not push, slap, shirk responsibility, make it difficult for the owner, the household, or take the opportunity to obtain benefits, benefits, etc. After the completion of the treatment, the results should be returned to the owner, the household and the director of the management office, so that everything is done and the pieces are echoed.
5. All management personnel must be responsible for their own work, provide satisfactory management and services for owners and residents, reduce complaints and criticisms from residents, and dispel the dissatisfaction of owners and residents before complaints.

Chapter 5: Customer Internship Experience

With a sincere and excited heart, step into the door of Tianyuan. After a week of internship, I have more or less feelings about Tianyuan. Manager Zheng is temperament and beautiful. Secretary Zhang is lovely and friendly. His colleagues are also very enthusiastic and sincere, and the kitchen aunt’s meal is also delicious. . This undoubtedly created a pleasant working environment for all of us.
In addition, the biggest perception of work is that "attitude determines everything." Because of the three-day customer service, the main job is to call potential customers to communicate and communicate. I have to call more than 100 calls a day, and I will inevitably feel tired. But as long as you learn to adjust yourself and treat customer service with positive thinking, then customer service is also a very happy thing, and you can learn a lot in it.
On the first day, because of curiosity and novelty, I feel a little tired when I make a phone call, and I still have a sense of accomplishment. Because I learned a lot of phone skills, practice communication, communication, and recorded the number of potential customers. So the first day was very easy and pleasant to end.
The next day, this was a day of sentimental feelings, because there was no excitement and excitement on the first day, and no new things to learn, so it was slow and depressed at first. But think about how you can't be so decadent, think of a small way - treat every call as a phone interview. This makes the call very efficient, there are 14 potential customers recorded, 5 more than the previous day; and also exercised yourself. Maybe this is the attitude that determines everything, the role of positive thinking!
On the third day, this is a day that tends to be dull. On this day, I can face the day's work with a more normal, correct attitude and method.
Overall, the first week of the internship has gained a lot, and I will continue to work harder.