Customer service work summary and plan

Customer service work summary and plan

Since I joined the company for half a month, with the help of the leaders and colleagues, I have a good understanding and basic knowledge of Taobao customer service duties and content, and have begun to formally take up posts. Now I will make a staged summary of the work and study experience, the main points of the work and the problems in the work, so that the days are constantly improving and making reference for my work. Taobao customer service is an important part of the online store. Its importance cannot be ignored.

First of all, it is the link and bridge between the store and the customer. A qualified customer service must firstly receive each customer with seriousness, responsibility, integrity and enthusiasm. The second is to have good language communication skills so that customers can accept your product and finally reach a deal. Once again, as a customer service, we must have sufficient understanding and understanding of the products in our store, so that we can provide customers with shopping suggestions and better answer customer questions. During my half-month work, I have clearly recognized the responsibilities and importance of my work. I am also constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from zero. Become a qualified Taobao customer service as soon as possible. The following is a preliminary analysis of my pre-sales guide, sales customer service, and after-sales service. The first is pre-sales guide. The importance of pre-sales guides is not only that it can answer questions for customers, but also that it can guide customers to purchase, facilitate transactions, and increase customer unit prices. Pre-sales communication generally includes greetings, inquiries, recommendations, bargaining, and farewell. In terms of greetings, whether Wangwang is online or in other states, automatic reply is essential. Automated replies allow us to respond quickly and promptly, allowing our customers to feel our enthusiasm in the first place, and the automatic reply with the name of our store can enhance the customer's impression. In addition to the automatic response, I have to respond to the first time to ask the customer what needs help. Regarding the Q&A, no matter what the situation is, remember to pay attention to the first time to see which bag the customer is paying attention to in the store, open the corresponding page, and always be ready to answer any advice from the parents. In the bargaining session, it is a test of a person's communication level and negotiating ability. How can we do smartly with the guests, not only can we keep the price fortress, but also let the guests feel that our price is the lowest and can't fall again. Work constantly to improve your communication skills. It is also essential to say goodbye steps, whether it is a deal or a deal, to maintain a unified and enthusiastic attitude towards each guest.

Customer service work summary and plan

In 20XX, under the strong support of the company's leaders and the unity and cooperation of various departments, the customer service department earnestly studied the basic knowledge and job responsibilities of property management under the hard work of the staff of the department, enthusiastically received the unemployed, and actively completed the tasks assigned by the leaders. In time for timely procedures, thoughtful service, business services such as repairs, complaints, and return visits, we tried our best to properly handle the various goals and plans set at the beginning of the year.

As of December 19, 20XX, a total of 312 home delivery procedures were handled. 171 households for the second renovation, 126 households for the second renovation, and 106 deposits for the second renovation. The parking space is registered for 218 households.

The following is the completion and analysis of important work tasks:

First, daily reception work

Fill in the "Customer Service Department on-duty reception record" daily, record the complaints and service items from the owners, and coordinate the processing results, timely feedback, and call back to the owner. The cumulative number has reached thousands.

Second, information release work

During the year, our department issued a total of more than 20 written notices to customers. Using the newsletter group to send a total of 968 notifications, the notification is timely, detailed, clear, and accurate, and actively cooperate with the notification content to do the relevant interpretation work.

Third, the owner missed the project complaint handling work

Before August 18, 20XX, a total of 86 omissions engineering maintenance work contact sheets were issued. The development department's engineering department completed 28 repair orders, with a completion rate of 32%. After August 18, a total of 40 customer complaint information daily reports and 204 complaint handling orders were submitted. The development company's engineering department completed 88 repairs, and the owner complained that the repair rate was 43%. Our department returned to visit 78, the return visit rate was 89%, and the engineering maintenance satisfaction rate was 70%.

Fourth, the basement permeable accident handling work

On August 4, 20XX, the basement permeable accident caused a total of 43 owners' property losses. Under the leadership of the company's leadership, our customer service department contacted the owner for the first time and took inventory of the damaged items for the owner. Afterwards, they actively participated in the negotiation with the owner and issued replacement items and discounted compensation.

V. Household service opinion survey work

While completing the daily work, our staff members actively walked into the homeowners' homes to collect opinions and suggestions from various customers on the property management process, and continuously improved the service quality and service level of the property management of the new residential community in the new century.

As of December 19, 20XX, our department visited 38 households in the household survey of residential residents, and issued 38 opinions on property services. The survey concluded that the satisfaction rate of the community owners to the reception work of our department reached 90%, the satisfaction rate of reception telephone repairs reached 75%, and the satisfaction rate of return visits reached 80%.

Sixth, establish and improve the archives work of the owners

312 copies of the owner's files have been improved and updated, and the owner's electronic files have been continuously replenished.

VII. Assisting government departments in their work

Assist the Sanhe Street Police Station to conduct a census of the owners who are staying in the park.

For the 10 households, the certificate of change of the social account for the account transfer procedure was processed.

Eight, training and study work

Under the personal guidance of the manager Yang of the property company, our department has established the most basic image of the customer service staff, from the most basic concept of property management to the communication skills of the property personnel, to all aspects of property management, and then related Comprehensive knowledge of laws and regulations, conducted a more systematic training and learning.

The staff of the department is guided by a team with insufficient ideological understanding and passion for work to become a team full of enthusiasm for the company and full of hope for the development of the industry and its own growth; the staff of the department is trained by a blank knowledge management of the property management into a certain property. A team that manages common sense.

Customer service work summary and plan

Taobao customer service is an important part of the online store. Its importance cannot be ignored. First of all, it is the link and bridge between the store and the customer. A qualified customer service must firstly receive each customer with seriousness, responsibility, integrity and enthusiasm. The second is to have good language communication skills so that customers can accept your product and finally reach a deal. Once again, as a customer service, we must have sufficient understanding and understanding of the products in our store, so that we can provide more shopping suggestions to customers, and better answer customer questions. During my half-month work, I have clearly recognized the responsibilities and importance of my work. I am also constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from zero. Become a qualified Taobao customer service as soon as possible.

The first is pre-sales guide. The importance of pre-sales guides is not only that it can answer questions for customers, but also that it can guide customers to purchase, facilitate transactions, and increase customer unit prices.

Automated replies allow us to respond quickly and promptly, allowing our customers to feel our enthusiasm in the first place, and the automatic reply with the name of our store can enhance the customer's impression. In addition to the automatic response, I have to respond to the first time to ask the customer what needs help. Regarding the Q&A, no matter what the situation is, remember to pay attention to the first time to see which bag the customer is paying attention to in the store, open the corresponding page, and always be ready to answer any advice from the parents. In the bargaining session, it is a test of a person's communication level and negotiating ability. How can we do smartly with the guests, not only can we keep the price fortress, but also let the guests feel that our price is the lowest and can't fall again. Keep learning at work

Secondly, I understand that the sale refers to the whole process of the customer ordering the goods to the delivery. The sale includes inspection of goods, delivery, logistics follow-up, etc. When I inspect the goods, I have always been careful and careful, otherwise the customer will cause disputes when receiving the goods, causing unnecessary losses and troubles to both parties. Secondly, to the delivery, I have made a lot of mistakes in this part of the work in the half-month, specifically in the wrong delivery company, wrong hair, and a small number. These are caused by personal negligence.

Learn to improve your communication skills. It is also essential to say goodbye steps, whether it is a deal or a deal, to maintain a unified and enthusiastic attitude towards each guest.