Customer Service 2019 Work Summary and 2019 Work Plan

In 2011, during this year, I experienced a lot, felt a lot, and gained a lot. I experienced a lot of "first time" in my life, the first stock market disaster, snow disaster, Wenchuan earthquake, economic crisis...

Looking back on 2019, the snow disaster that I have not seen for decades has made me meet. The Wenchuan earthquake that I have not seen in a hundred years has also let me meet. Even the economic crisis and the stock market crash have made me catch up. For one to enter Hongli In less than two years, the experience of the stock market is not enough for me to be incomparably lucky and unfortunate, and also very incomparable! Unfortunately, we also “sacrifice” along with the financial crisis; fortunately, we have increased our knowledge and increased our ability to respond; we feel the adventure of life!

I first contacted customer service on April 5, 2019. I started to be unfamiliar with the nature and process of customer service work, or used the methods and techniques of doing business to treat customer service work. As a result, my first month’s performance was very poor. After Li’s patient guidance and tireless teaching, I also had my own Working hard, I slowly learned how to learn the process and skills of customer service, how to communicate with customers, how to finalize the dynamic elimination, static elimination and sales of small products. I remember that when I started the sales promotion, Mr. Li gave us a training on the final elimination of the order. At that time, we asked us to put down the skills of how to close the order. At that time, it did not cause much attention, and did not back down. So I performed poorly in the dynamic checklists that followed, so that I didn't have a lot of dynamic deadlines in 2019. From the overall performance of 2019, my performance is not very good. From April 2019 to October 2019, my performance basically maintained growth, but suddenly in November and December, the performance was severe. I fell down and I summarized a few points:

1. There are more resources available before October and there are not enough resources after October;

2. Before the month of October, the number of calls was relatively high. After October, the number of calls was relatively small;

3. Maintenance is in place before October, and the attitude of netizens maintained after October is not very good;

4, before October, the network staff explained more, basically did not explain how to do after October.

In the process of home maintenance and installation, when you have carelessness, some customers have to run a few times at home, and they only pay attention to the software that the customer service reports and can not afford. The other small softwares are not carefully checked. There are several situations and problems that arise during the maintenance process:

1, the beginning is the mistake of small products. For example: the stock market hunter's error, sometimes reloading will not work;

2. The error of the Hongli software. For example: the error of data loading, when the use of a sudden error;

3. The error of the richest software. For example: a few errors;

4, Shengshi winner's error. For example: Suddenly crashing during use, suddenly playing an error program during use, and then clicking on the error;

In the extraordinary year of 2012, I learned the lesson and summed up the experience. I was scarred but gained a lot. First of all, I listened to the lessons of the top eight masters in 2019, and I learned how to use it. The netizen will explain and guide. Secondly, after a wave of bull and bear markets, the stock market experience has increased a little. The stocks I made in the bear market were defeated, and none of them survived. For example: 600211, 600871, etc., but summed up the lesson of the last loss, I bought a little 600550 in October, earned a little bit, although the loss did not recover, but I gained experience and lessons from the operation.

Work layout and plans for 2019:

layout:

1. Strive for opportunities to lecture, let yourself give full play to your strengths and exercise your ability to lecture;

2. Learn as much as possible about stocks and explain to customers with your heart;

3. Urge customers to bring people during the explanation process;

4. Call more and communicate with customers and invite customers to attend more classes;

5, home maintenance to be careful, patient, and intentional;

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